Inflection Point Systems

We did receive the information just this morning from the customer.  I have forwarded it to our Service Director who will be in contact with the customer to review the concerns.Dirk H[redacted]

On Wed, Apr 20, 2016 at 5:36 PM, Dirk H[redacted] <[redacted]> wrote:[redacted]  Cannot get into the Revdex.com site to reply (you mentioned some issues with your internet there) so please see below our response to the following case:   Our Advisor...

(Wayne C[redacted] told the customer that he needed a Mass Air Flow Sensor replaced and the intake had a vacuum leak that needed a new intake. He told the customer it would be around $1600.00 for that repair. Mr. C[redacted] is no longer with our company, so our Service Manager – Brian B[redacted] - took over this order and spoke with the customer. The customer said Wayne told him that the Intake, Mass Air Flow Sensor, Inspection, Emissions and 4 tires were to cost $1600.00. So to show good faith with the customer, I got it done for $1672.71 for everything tax included. The customer was driving a loaner car that Wayne put him in also the entire time. While the technician was replacing the intake he found that the injectors were worn out and need replaced. I called the customer back and told him it would be additional cost to replace the injectors (around $400.00 each). Then I explained that I could try to clean them for him, which we did at no cost, and also that he has spent enough money to qualify for a waiver for his emissions test this year so we would be able to put on a sticker. He said he knew about the waivers from previous inspections. So he said to stick with the $1600 amount and repair it that way. We did all this and the customer came in yesterday and paid the bill, pick up his car and returned the loaner vehicle. He pulled Bryan D[redacted] another advisor, aside and whispered to him “thank you for all the work but I will never come back here and I will tell others not to come here too.I think we acted completely in full faith and honored everything we told the customer and more.  There will be no further consideration on this repair for the customer. Sincerely,Dirk H[redacted]

Have forwarded to our Robinson Collision Center Manager - Chris V[redacted] and Corporate Collision Center Director - David B[redacted] - to contact the customer.Dirk H[redacted]

Customer purchased the vehicle from our Lot 1 facility, which is clearly defined as a pre-auction lot and defined as vehicles are 'as is'.  We set the price on these vehicles also as one price, non negotiating so that the process is clearly defined.  A few days after purchase the customer...

contacted our department and said to come get the car, it quit running and is on the side of the road.  At this point we had no idea what was or what may be wrong with the vehicle.  The next day, the vehicle was on our lot as we arrived for the work day, with no note or anything to tell us why.  Mid morning that same day, the customer contacted us and said someone was coming to get the vehicle.  A tow truck arrived and the driver of the tow truck started the vehicle and drove it on the truck, so we are not sure how it got to our lot, but at least the next day it started up and was at least able to be driven onto the tow truck.  Also, prior to sale - we show the customers (and did the same fro Mr. Ruffin) exactly the work that was done on the vehicle.  Again, these vehicles are clearly laid out that they will pass the PA State and Emissions inspection and that work performed is to qualify the vehicle as such.  As of this point, to the best of my knowledge, we have not heard back from the customer, nor know what was, or if anything was wrong with the vehicle.Dirk H[redacted]

Customer has been contacted by Tim F[redacted] - Campus Director - as of May 25th.Dirk H[redacted]

On Fri, Apr 1, 2016 at 3:29 PM, [redacted]> wrote:HI [redacted],  I decided to send Derek H[redacted] the full situation along with the added meeting I had with Cochran the other day.  I will forward you separately just the bottom portion of the email that is about what I am looking for as well as the conversation from the meeting I had the other day with the people at the dealership.Thanks again for your help,[redacted] From: [redacted]Subject: Customer ServiceDate: Fri, 1 Apr 2016 15:25:13 -0400Hello Mr. H[redacted]  I'm sure by now you know who I am without the two of us speaking or having any form of contact.  My name is [redacted] and I am a semi-long time customer of Cochran dealerships.  I have been leasing the Infiniti brand mostly from Cochran now for over 10 years.  In total I believe it is six cars.  I really like the cars and haven't had any issues with them and would like to stick with them but I am worried that I will not be able to do so anymore based on the experience that I am still dealing with today.  Back in January this whole process started when I was contacted by Josh B[redacted] who was in contact with me about me potentially turning my lease in early and doing a new lease.  At that point and time I made Josh aware of my plans to buy my lease out because I had some unexpected travel come up for work that pushed me over my mileage and I was curious on what the buy out option would be.  Josh informed me at that point that he would still need to set me up with a dealership to discuss terms of what I was looking to do.  The appointment was set up with at the [redacted] Infiniti location where I was introduced to a salesman (Bill C[redacted]) from Ian R[redacted] when I arrived.  Bill was nice and asked what it was I was looking to do and I explained to him that I have been leasing for a long time and that I was just looking to buy out my current lease instead of leasing a new vehicle.  As a salesmen should do, he asked why I wasn't planning on leasing new again?  I told him my main concerns with the new car situation was that I am in the process of buying a new house as my current house is too small for my growing family and that I really didn't have any extra money to be putting towards a car and that I was worried about payments going up on a new car as well as the final payoff with how far over my miles I was, so based on this I had decided it was just the best option to keep my current car so that I wasn't hit with any extra bills for overages.  I was asked again how many years/cars that I have leased and then Bill also asked if I was aware of the programs and benefits available to me for being a long time loyal customer with the brand.  I explained that I had an idea based on previous leases that I had done but wasn't sure on everything.  He then told me that he could definitely have my payments pretty much stay the same so that wouldn't be a concern if I went new.  There again I brought up and asked about my mileage and he waved it off and said it wouldn't be a concern and he could get that taken care of for me if I went new.  At this point he asked what I would be interested in and I said since I liked my car so much I was currently in, I just asked if they could get me the new version of the coupe.  It was then explained to me that the 2016 Coupes wouldn't be out until summer time.  I simply responded with an "ok" and said that didn't matter because I still had four or five payments left on my lease so I would be pretty close to that release date.  Bill at that point said to me that if I did wait that long that he couldn't guarantee me the same offers, meaning pricing and the mileage coverage then...   At that point I asked if there were any 2015 coupes left that were the same as mine.  Bill said that he and his manager Ian would have to do some research and let me know.  They looked quickly ad said that there was one that they would be able to bring in for me that was the same.  I left the dealership and awaited their call as to when the car would be there.   After getting home and thinking about it, I reached back out to Josh because he was my initial contact person and asked again for the payoff and payment options on my car if I bought my lease out since the dealership had glazed over it and before signing a new lease I wanted to weigh my options out to see what option would be cheapest and make the most sense.  Josh quickly responded and said that he would have Bill or Ian reach out to me with that information.  After a day or so I didn't receive a call, so I reached back out to Josh telling him so and he responded saying that he would try again for me.   The next day Bill reached out to me asking me why I was asking about keeping my old lease again?  I explained that I was concerned with payments and money so I just wanted to know all of my options.  Bill quickly answered me and said "buying leases never turn out the why you think they do"...  To which I responded "well, what it doesn't come with though is new down payment, higher payments, and the potential of the extra charge for mileage".  Bill again quickly responded with "don't worry about the mileage, we'll get that taken care of for you, I told you that with the loyalty and amount of leases, we can get that taken care of for you and I'll work on the payments with Ian".  So I felt much more at ease going into the new car after this conversation.   I showed up at the dealership once the car they were bringing in arrived.  It was busy and close to closing time, so I waited a little bit but then I believe I was one of the last customers of the day.  Bill showed me the car but then quickly brought me back in to meet with Scott M[redacted] the finance manager.  While Scott and I were talking I asked about the "final inspection" of my car.  In each of my other turned in leases someone either came to me or we went over it at the dealership, miles, damage, wear, etc...  Scott just dismissed it and said that it wasn't a big deal.  Again, I started to think about the whole loyalty and length of time, figured it was just a benefit to me.  Shortly after being in the car I realized it wasn't what I thought it was going to be.  But the dealership was closed and the next day was a Sunday.  I called the dealership and left a message with Ian Renter to explain that the car I was in wasn't what I thought it was going to be and I wanted to talk about it.  Ian and I played phone tag and in a message he mentioned being in meetings all day and to send him an email with my question.  As soon as I could, I emailed him and thanked him for being able to bring a car in for me but it wasn't what I thought it was and I wanted to know if I could exchange the car and still have the same pricing deal as well as having the mileage worked out for me, or was I stuck with the car they brought in for me to get that same deal.  Ian responded and asked me for me to call him later on when I had a chance.  When Ian and I spoke on the phone he was very nice, very helpful and said he didn't want me to be unhappy with the car that I was in and that we could probably work something out, but it needed to be done quickly because their fiscal year was coming to a close that night and all deals that were worked out in the previous year, had to be put through.  I asked about the deal that Bill had worked out for me and Ian ensured me that any and all deals that Bill worked out with me would still be valid and on any car I decided to get, but we needed to get it done ASAP.  Actually even to the point that they did all the paperwork in hand written fashion so that they could keep it in the previous fiscal year.  Everything seemed great and fine until a few weeks later when I received a "final bill" for a little over $6,000.  I called Bill shortly after I called IFS when they informed me on what it was and that I needed to talk to the dealership.  When speaking with Bill he said that "sometimes it takes a little bit of time for payments to go through and that perhaps I had received the bill in error" but then asked me to take a picture of the bill and send it to him but assured me that it would be ok and taken care of.  A little time went by and Bill had called me back to tell me he was taking care of it.  He then later texted me about the mileage, I responded to him and then I never heard from him again.  He didn't return phone calls or texts.  Then I reached out to Ian, called him three separate times and he also wasn't returning my phone calls.  So then I reached out to Josh again for help getting in contact with the dealership since I wasn't being contacted back and got nothing back from him either.  Finally I emailed Ian asking why no one was contacting me anymore, he responded through email and said he was under the impression that Bill was in touch with me, but told me that he wouldn't have made the deal for mileage and if I wanted help I should reach out to IFS for help since I have been such a loyal customer, maybe they would help me.  I responded and said that there is no way I would've ever agreed to lease a new car, have new payments, plus turn around and still pay the payments on my old car, and the mileage overage.  Especially since from the get go I was a very clear about wanting to keep my old lease based on my situation and being so far over in miles.  He never responded.  From this point on I reached out to IFS, the Revdex.com, Infiniti consumer affairs, and countless other people looking for help.  First off there is no way that I could come up with $6,400 out of pocket but more importantly, I was mislead and this wasn't what I agreed to.  After probably at least 11 hours on the phone, Infiniti themselves agreed to take off about $1,600 of the bill in good faith for my loyalty.  They also told me that they would reach out to Cochran to see if Cochran would be willing to pay all or some of the difference since to this point they had done nothing.  When speaking to Infiniti consumer affairs, they were able to give me Ian R[redacted]'s bosses name (Calvin L[redacted]) and also informed me that Bill C[redacted] my original sales person had been terminated from working at/with Cochran.  I emailed Calvin the whole situation and basically begging for help.  Calvin quickly responded and wanted to set up a meeting with himself, Ian,  and me.  Said he wanted to see what we could work out and what agreement we could come to that would satisfy all parties and what would be best for all of us.  I was happy that I felt like I was finally getting some place and had figured that IFS had contacted Cochran and even though in my mind I didn't think I should have to pay any of the amount due based on what was said to me, I was thinking it would be some kind of three way split which honestly at the point of dealing with it over a month, 11+ hours, and countless conversations I just wanted to be done with it.  When I met with Ian and Calvin, I was shocked at how the conversation went.  At first Calvin had asked me to explain what happened and from that point I felt like it was tough to even get a word in.  For lack of a better word, they ganged up on me.  Ian lied about conversations we had, claimed we had a conversation that never took place.  I looked him right in the face and said I would gladly be hooked to a lie detector test and tell a judge what our conversation was about, to which he pretty much didn't respond and kept his head down, almost no eye contact.  Calvin did present some options, but every option was for me to pay the entire amount a few different ways.  I looked at them both and asked why Cochran wasn't willing to at least even help out, especially since the salesman had lied and mislead me into getting a new car.  They claimed they were trying to help, but honestly what matters to me is the dollar amount, why should I have to pay something that I was told would be paid?  I then also brought up and asked why Bill Coleman was fired and not there anymore, to which they both seemed a little uncomfortable with but quickly stated that he was "pursuing other options".  I'm not an it and know what that means, I am a manager myself and not that I wanted to know the intimate details of why someone no longer has a job, I just think it is awfully ironic that the person that was the one who worked out the deal for me, now no longer works for the company.   Ian then looked to me and asked if I seriously expected Cochran to "cut a check" for that much money.  To which my response was, why not?  On a previous lease I had of an FX35, I was contacted about turning it in early when I still had almost two years left worth of payments.  That in total would have been close to $15,000, so yeah why would it matter?  He responded with "well mileage is different" to which I brought up a lease I had on a G37 and said that it happened before and I was told then it would be taken care of because I was a loyal customer and I never received a bill then...  As I was getting frustrated, I still stayed calm and just said look, is Cochran really not willing to do anything at least for the mistakes that were made?  Calvin responded by telling me that Cochran didn't make any mistakes, twisted his words and said that there are definitely things that he would've liked to see done differently, but nothing they did wrong.  I said, you realize that's just a nicer way of saying that you guys messed up right?  After a little conversation, Ian stated that the everything went "wrong" when I decided to change my driving habits and drove 20,000 miles over mileage allotment.  That comment upset me a little because it was a direct jab, but I responded that we wouldn't be having this conversation if I just kept my car in the first place and wasn't mislead.  The both said that because I couldn't prove the conversation with Bill had happened that I learned my lesson by not having something in writing, again to which I responded about Ian lying about our conversation and he also had no proof about it.   I think it's really wrong what has happened with this whole situation and I cannot believe that two business professionals sat down and honestly said to me that "I learned my lesson" for not having the offer in writing.  I can't believe that was said, I mean, I get it....  I understand but why wouldn't I believe something would go a certain way, especially when I have done this before?  All I want at this point is for this to go away.  If I have to pursue this legally, I will.  I am still in contact with the Revdex.com and I am trying to avoid going to court over this because I honestly just want to be done with it.  I am tired of dealing with it.   What I personally cannot understand is why after leasing and being a customer since 2005 is Cochran willing to just throw away a customer?  I have spent a lot of money with you all and I love the Infiniti brand and with Cochran being the only reasonably close Infiniti dealership to me, I would like to stick with them and Cochran, but if Cochran isn't even willing to help me out at all, how can I stay with you all?  Plus I know you're in customer service, you know how things work...  Do you think I have any family member or friends that I wouldn't tell this story to?  I wouldn't even have to discourage the dealership, the story speaks for itself.  I just want what is right to be done.  I am already caving a little because I know that legal help is going to cost a couple thousand, so I am cutting my loses...  I am willing to pay some of this to make it go away, but not all of it because it just isn't right.  Is Cochran really ready to let me completely go?  Make me go through even more hoops than I already have?  It's not fair and morally isn't right...Is there anyone in this company that is willing to help me be done with this?Thank you for your time, I would really appreciate a response or phone call....[redacted]

Mr. [redacted] purchased two vehicles from us in a short period of time - #1 was a Q60 that replaced the leased vehicle he is referencing that was over in miles.  We invested in acquiring that vehicle from out of the market because that was the exact vehicle he wanted.  Within a short...

period of time, had second thoughts about it and asked if he could return it.  At that time, he sent an e-mail that implied that it was assumed that all of his payments and also his mileage overage would be forgiven if he leased a new vehicle.  This was 2 days after leasing the new coupe that he eventually brought back.  Her is the e-mail exchange:THE EMAIL BELOW WAS 2 DAYS AFTER HE LEASED THE NEW COUPE…I left you a message, if you can call my cell ###-###-####, I would like to talk.  Thanks   IanFrom: [redacted] [mailto[redacted] Sent: Monday, February 01, 2016 4:59 PM To: Ian R[redacted] Subject: Response from phone callHi Ian,   I got your message, so I figured I would email you real quick since youre in meetings.   The reason for my call was just a couple questions but before hand I do want to thank you for having the car brought in and being able to take care of mileage overage and the pricing as that was my major concerns with leaving the last lease and starting a new one.   Now with the new car, it is very nice and all but it's not really I guess what I was expecting.  It's different from my last one and thought it would be closer.  It drives different and honestly just feels a little "cheap" if I can put a word on it in comparrison to my other one.  It handles differently, little things with the inside, just different.   I have no idea if this is something that possible or not but right when I was about to leave I saw a four door q60S or q50S on the sales floor that I did really like and after researching seems like it would be much closer to what I had before from a driving perspective and interior.  I've never in my life asked to "exchange" a car a few days after buying so I dont know if that's something is possible or not but I figured I'd jump on asking ASAP.  I got the coupe of Saturday at closing time and you guys arent open Sunday, so first thing this morning is when I tried contacting Bill and that's when I found out he was off for a little.   When Infiniti first contacted me my main concerns were just my mileage overage and the new price I'd be paying....  Once I got there on Saturday to see the car for the first time it took a lot longer than I expected to get going and at the point it was I just had to go, if I would've driven the car I probably wouldve have done it to begin with.   I hope this email makes sense and again I do appreciate all the finances and workings with the other car and having it driven in, it just wasnt what I thought it was going to be. I'll talk to you soon, thank you again in advance, [redacted]______Ian asked to call Mr. [redacted] because what Mr. [redacted] was implying in his e-mail is not what was agreed upon previously.  The lease pull ahead program waived 2 of his 4 last payments and did not include any over mileage relief.  Ian explained this to Mr. [redacted] on the phone and made it clear that this was never agreed upon.  Mr. [redacted] may have assumed that because he had items waived in the past that it was commonplace and thus part of the original deal.  At that time, Mr. [redacted] did not dispute that the mileage or 2 of the 4 payments were not waived as part of the program, rather he had additional dialogue about possibly purchasing his old lease outright so that he could avoid the penalties.  The downside to purchasing his old car was that the purchase price was approximately $8,000 over the market value of the car so he would have had to pay the overage and then some if he wanted to remain in his old vehicle.  Furthermore, he would be in an older vehicle that was either out of warranty or close to being out of warranty and many years to pay for it in a significant inequity position.  At that time, Mr. [redacted] decided to move forward with a Q50 lease instead of purchasing his old vehicle. He came back in and returned the new Q60 coupe for a new Q50 coupe lease.When Mr. [redacted] receive the bill from Infiniti for the overage in miles and 2 of the 4 payments on his old car, he again called Ian R[redacted] saying it was a mistake and that he was expecting the dealership to pay that bill.  Ian reminded Mr. [redacted] of the above referenced phone conversation and Mr. [redacted] vehemently denied that the conversation ever existed.  Mr. [redacted] is looking for us to pay for his obligation and this is a most unfortunate - this was never agreed upon.  Realistically, how could the dealership pay for 6,000 in penalties and mileage fees on a vehicle that was returned well outside the parameters of the leasing agreement that Mr. [redacted] signed years ago.  This is very unfortunate that he owes these penalties however this is Mr. [redacted]'s obligation and not ours.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]From: [redacted]Date: Thu, Aug 18, 2016 at 3:55 PMSubject: Re: You have a new message from the Revdex.com serving Western Pennsylvania regarding complaint #[redacted].To: Revdex.com <[redacted]I rejected there claim and not sure were I was to respond. They only stated they need to move my sub box and disconnect my stereo. If they are not allowed to put it back together, then why did how are they allowed to take it apart. Now one of the channels of my four channel amp is not working. This is why I first told them to give me the part number and I would fix it and just pay for diagnostics.

Revdex.com:I believe the company should speak of monetary compensation due to the distress and inconvenience.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

We certainly apologize for the manner this was handled.  I have forwarded this information to our Sales Manager - Brett L[redacted] - and Campus Director - Bob F[redacted] to reach out to customer.Dirk H[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,
[redacted]

Have forwarded message to Mr. Tim F[redacted] at Robinson Campus and have asked him to personally contact customer to resolve this matter.

On May 21st Mr [redacted] came in to have some work performed on his vehicle, Ro# [redacted] The services performed on this RO were, a state inspection, the left lower ball joint replaced, an alignment, a tire rotation and front pads replaced and front rotors machined. The total of this bill was $714.79....

On Monday the 23rd Mr. [redacted] called me and said he wanted an oil change which was not performed, and after we worked on his vehicle there was a vibration in the steering wheel while driving. He also told me a wheel center cap was missing from one of his wheels. I apologized and offered to test drive the vehicle and perform the oil change at no cost for his inconvenience. I also told him I would be happy to replace his missing center cap. His wife brought the vehicle in on May 24th and the technician found both front wheels we rotated to the front were bent and not true causing a vibration in his steering wheel, especially at higher speeds. I sat down with his wife in the customer lounge and explained to her what the issue was and why it was not felt before. In a nut shell, when the bent rims are on the back of the vehicle the driver will likely not feel a vibration or a very little one at most. Once his wheels were rotated to the front the vibration was prominent because it is felt directly in the steering wheel. I then gave Mrs. [redacted] a price for 2 wheels. I was asked to talk to Mr. [redacted] and was handed his wife’s phone. I explained to him the situation and he proceeded to tell me his vehicle was just in the body shop and this should be a cause of the accident. He also proceeded to tell me other things wrong with his vehicle since the accident, mostly paint issues. I walked over to talk to Ed Beverage at our body shop -  who helped Mr. [redacted] with his vehicle. He showed me pictures and Mr. [redacted] vehicle and the paint spots were pointed out by his insurance company as preexisting and were circled before work was started. Talked to Mike B[redacted] about the situation and he told me the only thing that could be done at that point was have his insurance company come out and look at the vehicle again to see if they were going to cover anything. About an hour or so later Mr. [redacted] came to the dealership to talk with me and we took his vehicle over to the body shop. Mike came out and we walked around his vehicle with him. At that time, Mr. [redacted] said  he was never bringing it back here to Cochran. Furthermore he wanted all of his paint blemishes repaired at no charge. Mike explained to him the process of his insurance company coming back out and re-evaluating the vehicle. Mr. [redacted] insisted he was going to fix it regardless. He turned around and told me he would only deal with me.   His insurance company did come back out and refused any other repairs on his paint and the replacement of his wheels. Mr. [redacted] called me and said how terrible our departments are and he would never come back. He wanted to know how many spokes his wheels had because he was going to get aftermarket wheels. I called him back and told him he had 6 spokes. This was on Friday May 27th. On Tuesday May 28th Mr. [redacted] wife brought in 2 wheels and asked if we could put them on. About an hour later Mr. [redacted] called me and asked if his vehicle was ready yet. I explained to him that we were very busy but I would do my best to get them on as fast as I could. He proceeded to tall me he had already paid for these wheels to be put on and that I was going to replace his wheels and re-align the vehicle at no charge. I explained to him he did not pay for wheels to be replaced, only a rotation. I also explained to him an alignment would not be necessary because it was just completed and the bent rims would not have made the vehicle go out of alignment. At that point he said to me he did not trust our judgment, he wasn’t coming back again. I tried to help and work with this customer as best I could for days, at that point I explained to him I would but his wheels in the back of his vehicle and to please go somewhere else to have them put on. He kept using inappropriate language and acting unreasonable so I repeated my statement, told him to have a nice day and hung up the phone. He did not to my knowledge call me back after that phone conversation. The part about me not returning his calls is simply not true.   The services he paid for were rendered, I did not refuse him any service he paid for.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The company #1 Cochran [redacted] pa.. wants me to pay them for the repairs..that they 'offered' me...I should not have been able to take it off the lot if it was going to cost to get it fixed ...The vehicle costs me almost $20,000..and  now the key isn't working and they want to charge me for that also ...The vehicle should work 100% properly free of charge for at least 1 year if it costs $20,000..especially if its not our fault!! bad key 2nd time now..door was there with the hole when I bought it (under the impression it was to be fixed)...Regards,
[redacted]

I apologize for the oversight and have instructed our store to refund the disputed amount today to the customer's request.Sincerely,Dirk H[redacted]#1 Cochran

I have forwarded this information to our Sales Management team. If Ms. Rose could let me know what specific location she was dealing with - that would be helpful. ThanksDirk Harper

I am sorry for the manner in which Ms. [redacted] feels she has been treated and will certainly address with our team.  In regards to the gas mileage issue, we can check for any bulletins or updates on this vehicle, but unless there is a mechanical issue or technical bulleting being released by...

Subaru, there is not a mechanical fix in regards to gas mileage improvements.  If Ms. [redacted] would like her car to be appraised, she can contact me and I will personally arrange for this to be done at her convenience.  Sincerely,[redacted]#1 Cochran[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]