I found out the day I received this letter about this concern, I immediately called the customer and asked why she didn't contact me directly.We've approved putting a new tire on her [redacted], and set an appointment to suit their schedule to install the tire.Customer is happy now, and said that they...
I think you have the wrong store. I am the General Manager at John Kennedy Subaru this customer owns a Ford product and it has never been serviced or sold by my dealer ship
February 3, 2017To Whom It May Concern:[redacted] purchased a used 2010 [redacted] along with a [redacted] Extended Warranty in October of 2015 with 81,493 miles. She had only officially serviced with us on 2 occasions.The 1st visit was on March 16th 2016 for an Oil Change at 96,697 miles.The 2nd visit...
was December 30th 2016 at 113,068 miles for an Oil Leak Concern and Possible Engine Noise, AC System concern, Power Steering Concern and a Loaner Car. While in the midst of working with the vehicle the client was informed that an open Recall existed for her vehicle. The client choose to take the vehicle down the road to the [redacted] Dealer for the recall while we were awaiting further diagnosis for the aforementioned concerns. [redacted] then returned to our store and informed us that the [redacted] Technicians had found 2 of the problems faster than Our [redacted] Technicians. Also the client had stated that the [redacted] Rep would not accept her [redacted] Extended Warranty.When the client’s vehicle was with [redacted] they identified the source of the Power Steering Concern and the Oil Leak Concern. [redacted] had also informed us that the [redacted] reps indicated the Engine Noise was direct from either the faulty A/C Compressor and/or the faulty Power Steering pump [redacted] was working directly) with myself (The Service Manager) at this point. However unfortunate, it seemed this was simply a misunderstanding as to what type of Extended Warranty she had purchased and perhaps misguidance regarding [redacted]s acceptance of the Extended Warranty. I informed [redacted] that the Extended Warranty was not that of John Kennedys but was Direct with [redacted] and although competitive make dealerships have the right to either approve or deny working with such an Extended Warranty; Most dealerships work with them. Specifically the [redacted] Dealer she had visited. I also spoke to her about the efficiency of my [redacted] Trained Technicians with respect to them working with [redacted]s opposed to “Competitive Makes” and vice versa with [redacted] technicians with their respective discipline.That said we provided the work she had intended to have accomplished with the [redacted] store and placed [redacted] back in to a complimentary loaner vehicle in view of customer satisfaction and ultimately so that she can conduct her day to day operations, The; repairs were finished on January 12th 2017 for an external Valve Cover Engine Oil Leak, a replaced Faulty A/C Compressor and A/C Drier and a replaced Power Steering Pump and Belt. To our knowledge the client was satisfied and all was well.A few days after the repair the client arrived back at our dealership in the afternoon and informed us that she was still hearing an engine noise when starting the vehicle. The client was asked to further document the clip with an audio recording as she was unable to leave the vehicle with us at that time and event only occurs when the vehicle is cold. Thus typically this means mornings. The client had provided us a clip via email on January 17th 2017. After reviewing the audio clip we determined that it would most likely need mechanical disassembly for further diagnosis and advanced diagnosis. This sort or repair and diagnosis is typically handled by the respective make dealership,John Kennedy [redacted] reached out to [redacted] and received assurance that that they would work with the client and would/do accept the [redacted] Extended Service Warranty. Furthermore we provided the client with a specific name for the representative that would be assisting her. Due to the nature of the noise the engine was making in the video clip and based on the fact that we had only provided the client with 1 Oil Change in the 32,093 miles she has owned the vehicle; We recommend [redacted] to obtain her past Oil Change Receipts as [redacted] and the [redacted] Extended Warranty would most likely need them. We followed up with [redacted] via email and phone as she was not feeling well at the time. We even offered to validate the first 3 days of an [redacted] Rental Car while her car was being serviced with the [redacted] store.We have made 4 follow up attempts now and have not heard anything back from the client regarding the repairs. The client did respond to the January 24th email indicating she received and understood our email. Two of those follow ups have been made via email dated January 24th and February 3. We have attached the emails for your reference.In short script here are the facts: Customer Purchased the Vehicle October 8th 2015 with 80,975 miles on the vehicle.The client had only serviced with us 2 times. Only 1 of those service visits was for an Oil change.1st visit, Oil Change dated March 16th 2016 at 96,697 miles. (15,204 Miles since the client has taken ownership of the vehicle)2nd visit, External Oil Leak, Power Steering Pump and Belt, AC Compressor and AC Drier repair. Dated December 30th 2016 at 113,070 miles. (16,373 Miles since the last visit with our dealership and 31,577 since the client has taken ownership of the vehicle)The client indicated January 17th 2017 that an engine noise was still present. She provided an audio clip that is believed to need advanced mechanical disassembly.We confirmed that the [redacted] Dealer will use her extended warranty and obtained a name for contact.We informed the customer that she is all set to move forward with an appointment at the [redacted] store for advanced diagnosis on January 23rd and followed up on January 24th and February 3rd 2017 via email land phone.Furthermore we informed the client that it would be within her best intrest to provide proof of Oil Changes by receipts of services since the engine seems to be making a mechanical noise and in her ownership of over 30,000 miles we can only see the 1 Oil Change.John Kennedy offered to cover 3 days rental validation from Enterprise while the vehicle was in for diagnosis with [redacted].All of this was done prior to our surprised reaction of a Revdex.com Case.We have provided both repairs in a timely and professional manor and have assisted the customer to the best of our ability.We have also provided loaner vehicles and timely updates with justification and definition for all services.Should you have further questions or concerns please contact Brenden B[redacted], Service Manager, John Kennedy Ford, Pottstown PA [redacted]Sincerely, | jBrenden B.Service Manager
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:It does not resolve the problem, nor speak to the problem. Subaru USA is using Kennedy's response about the car, it works perfectly okay, as one reason to refuse assistance.
Regards,
[redacted]
08/17/2017To whom it concerns,Below are the interactions that transpired with [redacted] on 06/12/2017 and 07/11/2017.On 06/12/2017 [redacted] came in to our service center for a Pennsylvania State Safety Inspection and Emissions test, an oil change service, checking her battery, and a recall for...
her driver side front seat. We found that the driver side front seat track had a crack in it due to a defect listed in the [redacted] recall. We unfortunately had to fail the vehicle for the PA Safety Inspection due to the crack in the seat track. The cracked seat track was causing the seat to have movement that could have been a safety concern had the customer been in an accident. At that time, the seat track recall was just announced and parts were on back order. We told the customer that the parts would be due off of back order in about 3-4 weeks time. We told her that we would be able to finish the Safety Inspection once we replaced the seat track under the recall. We, at that time, did notice that her clutch was slipping somewhat, but not to the point where it would fail inspection.That afternoon, [redacted] came to pick up her vehicle. She asked the service advisor if there was a salesman around to go on a test drive. She stated that she wanted to test drive a new version of her car that was in for service while she waited for her friend that was going to dinner with her. She stated that she had recently been given the vehicle from her son and that she was not used to driving manual transmission on a daily basis, but that she would like to see what a new one was like. The service advisor introduced her to a salesman. They went on a road test. The salesman stated that she stalled out numerous times attempting to leave out parking lot. Once on the road she continued to stall out in the new car on a very busy road during rush hour traffic. On the last stall out, the salesman stated that they almost got into an accident with a dump truck. The salesman, at that point, switched spots with the customer and drove the vehicle back to the dealership. He told the service department that it was the most scary test drive that he had ever been on. After returning to the dealership, she waited for her friend until 9pm when the dealership was closing. Our sales manager had to ask her to leave at that point. She responded to them that she couldn't drive her car and if she had to leave the dealership, that she would have no choice but to sleep in her car. She eventually left the dealership and the car was gone the next morning.The next morning, she called in and accused the dealership of cutting the fabric on her driver side seat. She also stated that her clutch was slipping badly and wasn't like that when she brought the car in. We informed her that there were no cuts made to her seat and that we did nothing to her clutch as she was insinuating over the phone. Her response was that she knew what the government was up to and that we didn't have to cover up any lies for them. We ended the phone call on the terms that nothing occurred on our end and that the government also did nothing to her car.On 07/11/2017, [redacted] returned for her seat track to be installed and to wrap up her Safety Inspection. Upon arrival, the service advisor completed a vehicle walk around (checked and notated any pre-existing dings/scratches in the vehicle's paint) due to his previous encounter with the customer. The technician replaced her seat track and applied the safety sticker to her windshield. The advisor let the customer know that her vehicle was finished and ready to go (this visit she chose to wait at the dealership while the repair was made). When she went to leave the dealership, she came back in stating that the car wash scratched on every surface of the vehicle. The service advisor went out to the car and verified that the scratches were the ones that he notated on the repair order before the vehicle even entered the shop. He showed her the repair order with the items notated on it and she became very upset that he performed a vehicle walk around before hand.The customer did wind up leaving the dealership. She however did call back about an hour after leaving saying that her car would not go up a steep hill. She stated that she was stuck and that her clutch was to the point where she couldn't drive it any further. She kept asking the service advisor why the dealership would cause her transmission to fail her. We advised her that replacing the seat track and applying a sticker to her windshield would have no effect on her transmission. She then told the advisor on the phone that the dealership poured chemicals into her transmission to cause it to go bad. The service advisor assured the customer that no such thing occurred. He was on the phone with her for about 15 minutes while she accused us of damaging her transmission. He explained to her that we did nothing to cause it to fail and that we noticed that her clutch was slipping when driving it into the shop. He advised her that she would have to get the vehicle towed in order for us to look at it and provide pricing on a new clutch.During the two visits, the vehicle was only driven a matter of yards from the parking spot and into the service bay. We did not go onto the road for any extended test drives to see the full extent of her clutch issues, but for the amount driven here, it was safe enough for the inspector to pass it for inspection. Unfortunately, the customer's clutch required replacement at our sister store due to the clutch material being completely worn away. The only thing that would cause it to go like this is the use of the vehicle (daily driving). Driving it into the shop twice by a technician, would not. We hope this information helps with what transpired here with the customer. If there is any further information needed, please feel free to reach out to us.
I found out the day I received this letter about this concern, I immediately called the customer and asked why she didn't contact me directly.We've approved putting a new tire on her [redacted], and set an appointment to suit their schedule to install the tire.Customer is happy now, and said that they...
would remove this claim against us.
I think you have the wrong store. I am the General Manager at John Kennedy Subaru this customer owns a Ford product and it has never been serviced or sold by my dealer ship
February 3, 2017To Whom It May Concern:[redacted] purchased a used 2010 [redacted] along with a [redacted] Extended Warranty in October of 2015 with 81,493 miles. She had only officially serviced with us on 2 occasions.The 1st visit was on March 16th 2016 for an Oil Change at 96,697 miles.The 2nd visit...
was December 30th 2016 at 113,068 miles for an Oil Leak Concern and Possible Engine Noise, AC System concern, Power Steering Concern and a Loaner Car. While in the midst of working with the vehicle the client was informed that an open Recall existed for her vehicle. The client choose to take the vehicle down the road to the [redacted] Dealer for the recall while we were awaiting further diagnosis for the aforementioned concerns. [redacted] then returned to our store and informed us that the [redacted] Technicians had found 2 of the problems faster than Our [redacted] Technicians. Also the client had stated that the [redacted] Rep would not accept her [redacted] Extended Warranty.When the client’s vehicle was with [redacted] they identified the source of the Power Steering Concern and the Oil Leak Concern. [redacted] had also informed us that the [redacted] reps indicated the Engine Noise was direct from either the faulty A/C Compressor and/or the faulty Power Steering pump [redacted] was working directly) with myself (The Service Manager) at this point. However unfortunate, it seemed this was simply a misunderstanding as to what type of Extended Warranty she had purchased and perhaps misguidance regarding [redacted]s acceptance of the Extended Warranty. I informed [redacted] that the Extended Warranty was not that of John Kennedys but was Direct with [redacted] and although competitive make dealerships have the right to either approve or deny working with such an Extended Warranty; Most dealerships work with them. Specifically the [redacted] Dealer she had visited. I also spoke to her about the efficiency of my [redacted] Trained Technicians with respect to them working with [redacted]s opposed to “Competitive Makes” and vice versa with [redacted] technicians with their respective discipline.That said we provided the work she had intended to have accomplished with the [redacted] store and placed [redacted] back in to a complimentary loaner vehicle in view of customer satisfaction and ultimately so that she can conduct her day to day operations, The; repairs were finished on January 12th 2017 for an external Valve Cover Engine Oil Leak, a replaced Faulty A/C Compressor and A/C Drier and a replaced Power Steering Pump and Belt. To our knowledge the client was satisfied and all was well.A few days after the repair the client arrived back at our dealership in the afternoon and informed us that she was still hearing an engine noise when starting the vehicle. The client was asked to further document the clip with an audio recording as she was unable to leave the vehicle with us at that time and event only occurs when the vehicle is cold. Thus typically this means mornings. The client had provided us a clip via email on January 17th 2017. After reviewing the audio clip we determined that it would most likely need mechanical disassembly for further diagnosis and advanced diagnosis. This sort or repair and diagnosis is typically handled by the respective make dealership,John Kennedy [redacted] reached out to [redacted] and received assurance that that they would work with the client and would/do accept the [redacted] Extended Service Warranty. Furthermore we provided the client with a specific name for the representative that would be assisting her. Due to the nature of the noise the engine was making in the video clip and based on the fact that we had only provided the client with 1 Oil Change in the 32,093 miles she has owned the vehicle; We recommend [redacted] to obtain her past Oil Change Receipts as [redacted] and the [redacted] Extended Warranty would most likely need them. We followed up with [redacted] via email and phone as she was not feeling well at the time. We even offered to validate the first 3 days of an [redacted] Rental Car while her car was being serviced with the [redacted] store.We have made 4 follow up attempts now and have not heard anything back from the client regarding the repairs. The client did respond to the January 24th email indicating she received and understood our email. Two of those follow ups have been made via email dated January 24th and February 3. We have attached the emails for your reference.In short script here are the facts: Customer Purchased the Vehicle October 8th 2015 with 80,975 miles on the vehicle.The client had only serviced with us 2 times. Only 1 of those service visits was for an Oil change.1st visit, Oil Change dated March 16th 2016 at 96,697 miles. (15,204 Miles since the client has taken ownership of the vehicle)2nd visit, External Oil Leak, Power Steering Pump and Belt, AC Compressor and AC Drier repair. Dated December 30th 2016 at 113,070 miles. (16,373 Miles since the last visit with our dealership and 31,577 since the client has taken ownership of the vehicle)The client indicated January 17th 2017 that an engine noise was still present. She provided an audio clip that is believed to need advanced mechanical disassembly.We confirmed that the [redacted] Dealer will use her extended warranty and obtained a name for contact.We informed the customer that she is all set to move forward with an appointment at the [redacted] store for advanced diagnosis on January 23rd and followed up on January 24th and February 3rd 2017 via email land phone.Furthermore we informed the client that it would be within her best intrest to provide proof of Oil Changes by receipts of services since the engine seems to be making a mechanical noise and in her ownership of over 30,000 miles we can only see the 1 Oil Change.John Kennedy offered to cover 3 days rental validation from Enterprise while the vehicle was in for diagnosis with [redacted].All of this was done prior to our surprised reaction of a Revdex.com Case.We have provided both repairs in a timely and professional manor and have assisted the customer to the best of our ability.We have also provided loaner vehicles and timely updates with justification and definition for all services.Should you have further questions or concerns please contact Brenden B[redacted], Service Manager, John Kennedy Ford, Pottstown PA [redacted]Sincerely, | jBrenden B.Service Manager
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:It does not resolve the problem, nor speak to the problem. Subaru USA is using Kennedy's response about the car, it works perfectly okay, as one reason to refuse assistance.
Regards,
[redacted]
08/17/2017To whom it concerns,Below are the interactions that transpired with [redacted] on 06/12/2017 and 07/11/2017.On 06/12/2017 [redacted] came in to our service center for a Pennsylvania State Safety Inspection and Emissions test, an oil change service, checking her battery, and a recall for...
her driver side front seat. We found that the driver side front seat track had a crack in it due to a defect listed in the [redacted] recall. We unfortunately had to fail the vehicle for the PA Safety Inspection due to the crack in the seat track. The cracked seat track was causing the seat to have movement that could have been a safety concern had the customer been in an accident. At that time, the seat track recall was just announced and parts were on back order. We told the customer that the parts would be due off of back order in about 3-4 weeks time. We told her that we would be able to finish the Safety Inspection once we replaced the seat track under the recall. We, at that time, did notice that her clutch was slipping somewhat, but not to the point where it would fail inspection.That afternoon, [redacted] came to pick up her vehicle. She asked the service advisor if there was a salesman around to go on a test drive. She stated that she wanted to test drive a new version of her car that was in for service while she waited for her friend that was going to dinner with her. She stated that she had recently been given the vehicle from her son and that she was not used to driving manual transmission on a daily basis, but that she would like to see what a new one was like. The service advisor introduced her to a salesman. They went on a road test. The salesman stated that she stalled out numerous times attempting to leave out parking lot. Once on the road she continued to stall out in the new car on a very busy road during rush hour traffic. On the last stall out, the salesman stated that they almost got into an accident with a dump truck. The salesman, at that point, switched spots with the customer and drove the vehicle back to the dealership. He told the service department that it was the most scary test drive that he had ever been on. After returning to the dealership, she waited for her friend until 9pm when the dealership was closing. Our sales manager had to ask her to leave at that point. She responded to them that she couldn't drive her car and if she had to leave the dealership, that she would have no choice but to sleep in her car. She eventually left the dealership and the car was gone the next morning.The next morning, she called in and accused the dealership of cutting the fabric on her driver side seat. She also stated that her clutch was slipping badly and wasn't like that when she brought the car in. We informed her that there were no cuts made to her seat and that we did nothing to her clutch as she was insinuating over the phone. Her response was that she knew what the government was up to and that we didn't have to cover up any lies for them. We ended the phone call on the terms that nothing occurred on our end and that the government also did nothing to her car.On 07/11/2017, [redacted] returned for her seat track to be installed and to wrap up her Safety Inspection. Upon arrival, the service advisor completed a vehicle walk around (checked and notated any pre-existing dings/scratches in the vehicle's paint) due to his previous encounter with the customer. The technician replaced her seat track and applied the safety sticker to her windshield. The advisor let the customer know that her vehicle was finished and ready to go (this visit she chose to wait at the dealership while the repair was made). When she went to leave the dealership, she came back in stating that the car wash scratched on every surface of the vehicle. The service advisor went out to the car and verified that the scratches were the ones that he notated on the repair order before the vehicle even entered the shop. He showed her the repair order with the items notated on it and she became very upset that he performed a vehicle walk around before hand.The customer did wind up leaving the dealership. She however did call back about an hour after leaving saying that her car would not go up a steep hill. She stated that she was stuck and that her clutch was to the point where she couldn't drive it any further. She kept asking the service advisor why the dealership would cause her transmission to fail her. We advised her that replacing the seat track and applying a sticker to her windshield would have no effect on her transmission. She then told the advisor on the phone that the dealership poured chemicals into her transmission to cause it to go bad. The service advisor assured the customer that no such thing occurred. He was on the phone with her for about 15 minutes while she accused us of damaging her transmission. He explained to her that we did nothing to cause it to fail and that we noticed that her clutch was slipping when driving it into the shop. He advised her that she would have to get the vehicle towed in order for us to look at it and provide pricing on a new clutch.During the two visits, the vehicle was only driven a matter of yards from the parking spot and into the service bay. We did not go onto the road for any extended test drives to see the full extent of her clutch issues, but for the amount driven here, it was safe enough for the inspector to pass it for inspection. Unfortunately, the customer's clutch required replacement at our sister store due to the clutch material being completely worn away. The only thing that would cause it to go like this is the use of the vehicle (daily driving). Driving it into the shop twice by a technician, would not. We hope this information helps with what transpired here with the customer. If there is any further information needed, please feel free to reach out to us.