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. Thank you for your assistance in resolving my complaint.The Vice President of Operations at Carbone Subaru has reached out to me and apologized for the service issues and has offered a service credit of $150. In order to move forward,I an accepting his offer today to bring resolution to this complaint. Regards, [redacted]
Good afternoon [redacted]. I apologize if I missed one of the emails you sent to us regarding customer [redacted]Most recent update on this case: After speaking with General Manager at the Carbone Dodge dealership, he told me that, at this time, [redacted] is...
currently looking for a co-signer to get her into another vehicle.No further development has been made at this time. [redacted] Please let me know if you need any further information.Thank you, and have a wonderful day. Justina C[redacted]Administrative AssistantCarbone Auto Group###-###-####
On 6/29/2016 we received a Revdex.com complaint from Stacey Fish that she had purchased a car for a graduation gift for her son. The car had been in twice for repairs to the clutch and was towed to a different Subaru dealership because it was not drivable in its current state. The customer was contacted by...
our VP of Service Kevin H[redacted] and Carbone has paid the other Subaru dealership for the repairs to the vehicle. Kevin has also contacted Subaru and got her an extended 7 year 100,000 mile warranty at no cost to the customer. It is our understanding that at this time the customer is satisfied with this resolution.Thank you, Janessa P[redacted]
To Whom It May Concern;On 5/11/17 we received a follow up complaint from the Revdex.com stating the follow, "I[redacted] have not physically looked under the vehicle for any further oil leak as Carbone statesnor have any paper work on any of the terms we discussed as far as warranty is concerned! I'm not surewhere there getting the information from about me looking under neither the car to see the oil leak wastaken care of but I don't appreciate having words put in my mouth ! ! ! ! So at this time , until I have paperwork from Carbone stating that the oil leak is fixed#1 the smell of burning oil in the car is gone #3 theengine noise is straightened out  the warranty is extend I cant accept there offer !"Sean [redacted] , Fixed Operations Manager has sent the following response. Mr. [redacted], with SubaruTroy is now resolved. We took several attempts to get the vehicle acceptable. In the end the customerarrived Friday night, inspected vehicle while up on lift. The vehicle was driven several hundred miles, thecustomer was satisfied that any I all oil leaks were resolved. The customer spoke to technician, servicemanager and General manager Kevin [redacted]. We settled the issue 100% with customer, he was givena power train warranty to insure even if any issues should arise he would be covered. We agreed to givehim complimentary maintenance for future needs and discussed in great detail all the work performedand why. Mr. [redacted] was satisfied with outcome and shook hands and thanked us for the outcome.It is our belief at this time that the customer is satisfied.Debra [redacted]Executive Administrative AssistantCarbone Auto Group[redacted]
On 5/2/2016 we received a Revdex.com complaint from [redacted] about her sales experience at Carbone Dodge Chrysler Jeep Ram. Our Senior VP of Variable Operations Billy [redacted] made arrangements to meet Ms. [redacted] at the dealership to address her concerns. On 6/8/2016 (RO# 468417) the following work was done brakes serviced, floor mats installed and cleaning of the interior of the vehicle. At this time we understand that Ms. [redacted] is satisfied with the work provided and the resolution of this issue. Thank you, Janessa [redacted]
Good Afternoon [redacted] I am writing to you with an update on Revdex.com complaint ref number [redacted] After speaking to our VP of Fixed Operations at Carbone, he stated that the cause of the water leak was found to be that the urethane seal was not applied fully to cover seam around the...
windshield. The glass was removed and the windshield was resealed and checked for leaks. All work is complete.(Please see attached RO) Please let me know if you need further information.Thank you!
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. I HAVE ATTACHED MY RESPONSE. >
Hello: here is my response. I also
provide comments in bold through their report.The facts as they report them don’t
fully lay out the idea that once I was committed to Carbone, invested money and
months of time, I was ultimately not handed back a car that was safe or even
operational. I would have been happy if:They had installed a new transmission at their expense, minus $1,000 contributed by [redacted]. Sean [redacted] said many times that it was too costly Or, let me out of my commitment to them and let me take it elsewhere. The car was not fixed, it was not safe and after spending $2,600 I needed to sell it. I really did not want to. I asked over and over to get out of this. They acknowledge here that twice they had been unable to do
the job. They told me many times that it was a gamble that it would ever work.
But they were unwilling to allow me a refund so that I could start over
elsewhere. They collected their fee but did not fix the car and may have harmed
it and put me at risk.I see here that they maintain they were going beyond what
they needed to do. But they didn’t. they needed to fix a car that I had paid
for fix. Once it’s broken – which they acknowledge – they need to repair it.
It’s their obligation In the end I gave up in order to reduce my stress and have a
safe car to drive. This one was leaking, rattling badly and smelled like it was
burning. A piece fell out. Also the $250 they gave me was at my request – no one gave
me anything willingly. I needed to ask and ask, probably four or five times
through their corporate offices and I also asked for $500. I also ask for recompense minus the $250.Billy [redacted] (forgive me if that is not the correct last
name,) in the Carbone Corporate Offices in Utica acknowledged that this had
been handled terribly and that this site, in Troy, had been problematic. I
would recommend you share this report with him.Please see my comments throughout in bold. Thanks, [redacted] On 08/11/2015 Ms. [redacted] came in
at 81,653 miles with a concern of when driving hears a noise coming from
vehicle. Upon diagnosis performed, we found both drive axles needed to be
replaced due to excessive wear from both CV boots being torn for a long period
of time allowing grease to leak out completely. It was explained to the
customer that the vehicle transmission had substantial metallic debris internal
in fluid, and had internal failure that would require replacement. Ms. [redacted]
was given an estimate to replace the transmission with a brand new factory
[redacted] transmission. Ms. [redacted] did not choose to invest that amount of money
into her vehicle. Ms. [redacted] asked about other options for the transmission
which we did provide her with. The second option is to install a used transmission
that would be approximately 30% of the cost of the new transmission. Ms.
[redacted] chose to not purchase the new transmission with the complete 3 yr 36k
mile warranty, but to purchase the used transmission without the option of
additional time and mileage warranty that was offered. The used
transmission was installed, the axles were installed and road tested. The
vehicle operated as designed at that time.On 08/26/2015 Ms. [redacted] had contacted the
dealership stating she had an issue with the vehicle "slipping out of 3rd
gear when shifting." Ms. [redacted] was provided alternate transportation;
the vehicle was brought in for diagnosis and repair. It was determined that the
recently installed transmission had an internal failure within the gear set.
The vehicle needed to have the transmission replaced under the warranty
provided by the vendor that we had purchased the transmission from. Ms.
[redacted] did not purchase the additional warranty for parts and labor warranty
that was offered at the time of purchase, but Carbone [redacted], at no charge
replaced the used transmission that was defective for customer satisfaction. From [redacted] THERE CERTAINLY WAS A CHARGE. I
HAD PAID $2,600 FOR A REPAIR THAT WAS NOT SUCCESSFUL SO THERE WOULD BE NO
GROUNDS FOR CHARGING ME MORE Ms. [redacted] did not have any coverage from
any warranties at any point in the service process, and was not charged for but
was provided alternate
transportation at the cost of
Carbone as to not have her be without transportation. The used transmission was
installed that was provided by the vendor that initially sold us the original
transmission. The vehicle was test driven and found to be working as designed
at that time.On 10/12/2015 Ms. [redacted] had contacted Carbone
with a concern that vehicle had a smell, and would not move at this time. **: THE CAR BROKE DOWN ON THE ROAD! AFTER
SMELLING LIKE IT WAS BURNING THE CAR STOPPED. IT WAS MORE THAN A CONCERN. THE
CAR CEASED TO WORK. The vehicle was towed in and diagnosed. It was determined
that the vehicle had a 2nd subsequent failure of the transmission. Ms. [redacted]
had been notified by Carbone that the issue was indeed a failed used
transmission. Ms. [redacted] was given a 2015 [redacted] (alternate loaner vehicle)
to drive while the vehicle was being driven. Ms. [redacted] refused **: I DECLINED TO HAVE THEM WORK ON IT UNTIL
I COULD DISCUSS OPTIONS. I DID NOT TRUST THEM TO DO THE JOB to have any
work performed to her vehicle at that time requesting to speak to the VP of
vehicle service operations to discuss further the issues. Our VP of Fixed
Operations contacted Ms. [redacted] and had lengthy conversation regarding the
issues that had transpired with the vehicle and the used transmissions. Ms.
[redacted] was offered to remove the used transmission, and be credited for money
spent, and purchase a new transmission from [redacted] for which she declined. **: CORRECT; I HAD PAID $2,600 AND DID NOT
WANT TO SPEND SEVERAL THOUSAND DOLLARS MORE Ms. [redacted] insisted that
Carbone purchase the transmission or [redacted] Corporation purchase the
transmission. [redacted] Corporation was contacted and Ms. [redacted] asked for
goodwill assistance. The conversations between [redacted] Corp, Carbone [redacted] and
Ms. [redacted] carried on for several weeks with Ms. [redacted] not allowing any
repairs be made on her vehicle regardless of any reason. **: CORRECT I DID NOT TRUST CARBONE TO DO THE JOB. I FELT THAT THEIR
WORK WAS PUTTING ME IN DANGER. I FELT THAT GIVEN THE AGGRAVATION AND STRESS
THEY SHOULD INSTALL A NEW TRANSMISSION AT THIS POINT. THIS HAD ALREADY GONE ON
SIX WEEKS WITH NO RESOLUTION. Finally [redacted] made their final
offer of $1000.00 assistance towards the purchase of a new unit. The difference
in cost of the used transmission $1000.00 and the new transmission $5000.00 was
approx. $4000.00. Ms. [redacted] stated that she would not participate any money
at all toward the purchase of the new unit. **: CORRECT I THOUGHT THEY SHOULD PAY FOR IT OR GIVE ME MY MONEY BACK
AND LET ME GO ELSEWHERE. Our VP of
Fixed Operations discussed in depth with Ms. [redacted] the options available to
her at this point. The whole timeframe in which this transpired Ms. [redacted]
was given an alternate transportation to drive at Carbone [redacted]'s expense. The
final agreement between our VP of Fixed Operations, our Senior VP of Fixed
Operations, and Ms. [redacted] was that another transmission would be provided by
the original vendor and sent out to a 3rd party transmission facility for
inspection for operability prior to installing in vehicle. Our VP of Fixed
Operations did exactly that per agreement and had used transmission sent out
for inspection and after it was determined to be inspected as operating as
designed without any visible issues it was installed into Ms. [redacted]’s
vehicle. Per the agreement, our VP of Fixed Operations drove the vehicle in all
normal conditions then bringing vehicle in for inspection to verify that all
had inspected normal at this time. Ms. [redacted] had asked for a reimbursement
for a towing bill incurred for the tow in to our shop. **: I ASKED PROBABLY A DOZEN TIMES. I FINALLY NEEDED TO GO TO THE
CARBONE CORPORATE OFFICES IN UTICA Ms.
[redacted] had picked up her vehicle and the towing reimbursement was agreed to
be reimbursed. Ms. [redacted] had no out of pocket expense for the repairs at
this time or any time prior, even though the warranty on the used transmission
was a "part only warranty". **:
NOT TRUE I PAID FOR THE REPAIR, $2,600. IT WAS NOT FIXED. I DON’T BELIEVE
CARBONE WAS DOING ANYTHING BEYOND WHAT THEY WERE SUPPOSED TO DO – MAKE A REPAIR
THAT HAD BEEN PAID FOR. IT ACTUALLY DID COST ME MONEY BECAUSE ULTIMATELY I
NEEDED TO TAKE TIME OFF FROM WORK, 2 DAYS, TO SHOP FOR A NEW CAR. Ms. [redacted]
was provided alternate transportation during all of the vehicle repairs even
though she did not have any coverage for rental car. Ms. [redacted] did call our VP
of Fixed Operations to discuss if there would be any way that she could get any
money back for her inconvenience. His response is that Carbone had gone above
and beyond to provide Ms. [redacted] with customer service, alternative
transportation, labor charges to install the transmissions and reimbursements
for any towing incurred by her during this process. **: NOT TRUE! THEY DID NOT
GO ABOVE AND BEYOND. THEY DID NOT FIX THE CAR, EVEN IF THEY TRIED, THEY
ULTIMATELY WERE NOT SUCCESSFUL. IT WAS THEIR OBLIGATION TO MAKE THE REPAIR I
PAID FOR AND WHICH WE AGREED WAS NEEDED. THIS
WENT FROM LATE AUGUST TILL LATE NOVEMBER. IT WASN’T REALLY KIND OF THEM TO
PROVIDE ME A CAR. IT WAS NECESSARY GIVEN THAT MY OWN CAR WAS NOT DRIVEABLE
DURING MOST OF THIS TIME. He asked Ms. [redacted] if she was
experiencing any issues with the vehicle currently, and was told by Ms.
[redacted] that the vehicle had been traded in at another location. **:
THIS IS COMPLETELY WRONG. I CALLED HIM! THE CAR WAS LEAKING SOMETHING, BURNING
UP AND MAKING A TERRIBLE SOUND. I TOOK TIME OFF FROM WORK TO SEE WHAT TO DO
ABOUT IT AND HAD TWO GARAGES TELL ME IT WAS VERY BADLY DAMAGED. A PART ACTUALY
FELL OUT! I HAVE THE PART I
ONCE AGAIN HAD CARBONE PICK IT UP, LOOK AT IT AND MATT RUTHERFORD CONCLUDED IT
WAS A ‘BROKEN BOLT,; WHICH HE SAID HE FIXED. THE CAR WAS NO BETTER AFTER THAT
AND IT WAS SCARY TO DRIVE. SEAN [redacted] ONCE AGAIN SAID HE WOULD NOT REFUND ME
MY MONEY AND COULD ONLY OFFER TO DO THE JOB AGAIN. HE DID ASK TO SEE THE CAR
BUT CARBONE , THROUGH MATT RUTHERFORD, HAD JUST SEEN IT! AT THAT POINT I WAS LOOKING
AT A LENGHTY DRIVE TO SEE FAMILY FOR THANKSGIVING AND CONCLUDED THAT I NEEDED
TO GET ANOTHER CAR BECAUSE OF THE SAFETY, STRESS AD MISSED TIME AT WORK. THE
ABOVE STAETMENT IS COMPLETELY FALSE. I
AM A SINGLE MOTHER WITH NO ONE ELSE TO PROVIDE MY FAMILY TRANSPORTATION AND NO
OTHER CAR AND NEEDED TO SELL THIS ONE . I DID NOT WANT TO AND STILL WISH I HAD
NOT HAD TO. He wished her well and stated that
there would not be any refunds or money reimbursements due to the choice that
was made by Ms. [redacted] to purchase a used transmission as opposed to the new
unit.The new unit would have complete
coverage rental, parts and labor and not have any mileage on it allowing it.
Ms. [redacted] and our VP of Fixed Operations ended with understanding that this
was resolved. **: tHIS IS A DISRTORTION I NEVER WOULD HAVE SAID IT WAS
RESOLVED> THEY DID NOT FIX THE CAR, WOULD NOT REFUND THE money. For the inconvenience on the used
transmission and as goodwill, our Senior VP of Fixed Operations has agreed to
help the customer with $250 refund for the travel time to the dealership,
per Ms. [redacted] requests. **: AGAIN NOT
REALLY TRUE> IT WAS MY IDEA. I ASKED SEAN [redacted] FOR $500. HE SAID HE’D
CONSIDER IT AND CALL ME BACK. E DID NOT DO SO AND I FINALLY CALLED CORPORATE
OFFICES IN UTICA. AND I CALLED AGAIN. FINALLY A MR. [redacted] AGREED AND GAVE ME
$250. IT WAS NOT SOMETHING THEY OFFERED OR MADE VERY EASY TO PROCURE. MR.
[redacted] AGREED THE ENTIRE MATTER HAD BEEN POORLY HANDLED AND I’D URGE YOU TO
SHARE THIS WITH HIM.
Regards, [redacted]
On 6/24/2016 we
received a Revdex.com complaint from customer [redacted], he was upset that his
credit was run by our Nissan dealership in an attempt to purchase a new
vehicle, our Nissan store manager contacted him and the customer is now
satisfied with the purchase of his new car. Thank you,Janessa
We received a Revdex.com complaint on 6/10/2016 involving [redacted] She was contacted by our Vice President of Used Cars and they coordinated an appointment that was convenient for her to bring the vehicle in and get all of her concerns addressed. We completed the numerous repairs on 6/24/2016...
([redacted]) and covered all the costs. She received a loaner car and picked her car up the same day 2 hours after she brought it in. It is to our understanding now that she is satisfied with this resolution and we would like to close out her complaint. Thank you, Janessa P[redacted]
This is in response to compliant ID #[redacted]:After
speaking with the General Manager of our Honda location in Yorkville,
he was able to contact the customer regarding her concerns.He then arranged to travel to customer's home to pick up vehicle to complete the requested repairs/...
work.According
to him, We received the Honda CRV last week. We replaced the key fob to
a new key, put a new cargo net in, and we painted the vehicle for her.
Also the screen was cracked so we replaced that, and a plastic piece
that was scuffed we also replaced. We took care of all the concerns and
brought the vehicle back to Syracuse.[redacted], please let me know if you have any questions, or if further assistance is needed.Thank you.All the best, Justina [redacted]Customer Concern SpecialistCarbone Auto Group
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]
On 6/15/17, we received a complaint from the Revdex.com from [redacted] stating the following, I am writing this because I purchased a 2012 [redacted] from Carbone Jeep in Yorkville, NY, in October 2016. I have had nothing but problems with it. I have called the manager Allen H[redacted] three (3)...
times in the last week and have not gotten a call back. I will explain the issues I have had thus far with this jeep. The first week of the purchase, I noticed: •2 chips in the windshield, •the foot rest next to the brake pedal was broken – it would fall off and get stuck under the brake, •the hood rattled like it was loose or not shut right. I took it back to the dealership for the repairs ? The foot rest is still broken ? The chips in the windshield are now spidering (one of them is right in the line of vision). Last month, I had to take it to my mechanic, as it was making some horrible noises. To make my vehicle safe, my mechanic had to: •Replace a belt •Replace a pump •Replace a pulley •Replace the rear struts •Replace the brakes •Complete a power steering flush I have only had this vehicle 6 months, and would not have expected to need to put this type of money into it already. Now… •I have a loud grinding/crunching noise in the rear every time I drive, load or unload items from the back end (such as groceries or removing my purse from the back). •The transmission is not working properly – the RPMs are all over the place as I drive. I took the Jeep to the Chrysler dealership near me to review these latest issues, and they charged me $130 to diagnose plus they estimated $1300 to complete the following issues. As a side note, While I was at the Chrysler dealership I found out if you look up the VIN for the Jeep I have purchased, it still indicates that it is with the previous owner. I have my plates registered to this VIN, so that is a bit concerning. The dealership’s report included: •The transmission needed an update (still seems off) •The rear sway bar was rusted •I needed to replace the control arms in the back I was able to get out of the Jeep and into a Chevy Equinox. this vehicle I purchases on May15 I have has it for 12 days and Carbone has had it for 16 days, trying to fix it. the front end has squealing and clunking noises and Carbone told me that was normal. the problems with this car are adding up. Allen H[redacted], GM for Carbone Dodge sent me the following resolution.” Can we please reply to the complaint letting the Revdex.com know that the customer was not happy with her 2012 compass and we traded her out of that compass and into a Chevrolet Equinox. We did not tell her the problems were normal we actually drove to the customer and picked her vehicle up from her home which is 2 hours from the dealership and left her a loaner vehicle while the car was being fixed. While the vehicle was here we replaced a window regulator to address her concern about the window making noise and we also replaced a wheel bearing for her. The customer was not charged for any of these repairs. We then drove the vehicle back out to the customer and dropped the vehicle off to her at her home. We had her test drive the vehicle and verify her concerns were addressed. As for not speaking with me on the issue I am the one who talked to her and set up the pick-up and return of the vehicle and did so by speaking with the customer on the phone. The customer now has new complaints that she spoke to the service department about this morning and they have scheduled her a Saturday appointment with the gm store and secured a vehicle for her at that time as well. She has never been told we will not fix her vehicle and has never been left without a vehicle if there is an issue. We feel at this time that the customer is satisfied. Debra [redacted] Executive Administrative Assistant Carbone Auto Group [redacted]
Good afternoon, [redacted] I have an update on case #[redacted] The Finance Manager of our Subaru Troy dealership had a chance to talk with [redacted] about the differences between a certified pre-owned Subaru and a service contract. She now understands their different...
meanings and functions. He and the General Manager also mentioned that we offered her 3 free oil changes for future service, and agreed to get her an after-market satellite radio for her vehicle. Please email me if you need any further information or clarification.Thank you, [redacted] and have a lovely afternoon.[redacted]Administrative AssistantCarbone Auto Group###-###-####
Good Afternoon,This is a response to customer complaint ID #[redacted].After speaking to our Fixed Operations team regarding this case, and after a very thorough review by that team, this detailed report was sent to me from our Vice President of Fixed Operations in the Eastern Region.On...
08/11/2015 Ms. [redacted] came in
at 81,653 miles with a concern of when driving hears a noise coming from
vehicle. Upon diagnosis performed, we found both drive axles needed to be
replaced due to excessive wear from both CV boots being torn for a long period
of time allowing grease to leak out completely. It was explained to the
customer that the vehicle transmission had substantial metallic debris internal
in fluid, and had internal failure that would require replacement. Ms. [redacted]
was given an estimate to replace the transmission with a brand new factory
Subaru transmission. Ms. [redacted] did not choose to invest that amount of money
into her vehicle. Ms. [redacted] asked about other options for the transmission
which we did provide her with. The second option is to install a used transmission
that would be approximately 30% of the cost of the new transmission. Ms.
[redacted] chose to not purchase the new transmission with the complete 3 yr 36k
mile warranty, but to purchase the used transmission without the option of
additional time and mileage warranty that was offered. The used
transmission was installed, the axles were installed and road tested. The
vehicle operated as designed at that time.On 08/26/2015 Ms. [redacted] had
contacted the dealership stating she had an issue with the vehicle
"slipping out of 3rd gear when shifting." Ms. [redacted] was provided
alternate transportation; the vehicle was brought in for diagnosis and repair.
It was determined that the recently installed transmission had an internal
failure within the gear set. The vehicle needed to have the transmission
replaced under the warranty provided by the vendor that we had purchased the
transmission from. Ms. [redacted] did not purchase the additional warranty for
parts and labor warranty that was offered at the time of purchase, but Carbone
Subaru, at no charge replaced the used transmission that was defective for
customer satisfaction. Ms. [redacted] did not have any coverage from any
warranties at any point in the service process, and was not charged for but was
provided alternate transportation at the cost of Carbone as to not have her be
without transportation. The used transmission was installed that was provided
by the vendor that initially sold us the original transmission. The vehicle was
test driven and found to be working as designed at that time.On 10/12/2015 Ms. [redacted] had contacted Carbone
with a concern that vehicle had a smell, and would not move at this time. The
vehicle was towed in and diagnosed. It was determined that the vehicle had a 2nd
subsequent failure of the transmission. Ms. [redacted] had been notified by
Carbone that the issue was indeed a failed used transmission. Ms. [redacted] was
given a 2015 Subaru (alternate loaner vehicle) to drive while the vehicle was
being driven. Ms. [redacted] refused to have any work performed to her vehicle at
that time requesting to speak to the VP of vehicle service operations to
discuss further the issues. Our VP of Fixed Operations contacted Ms. [redacted]
and had lengthy conversation regarding the issues that had transpired with the
vehicle and the used transmissions. Ms. [redacted] was offered to remove the used
transmission, and be credited for money spent, and purchase a new transmission
from Subaru for which she declined. Ms. [redacted] insisted that Carbone purchase
the transmission or [redacted] purchase the transmission. [redacted] was contacted and Ms. [redacted] asked for goodwill assistance. The
conversations between [redacted], Carbone Subaru and Ms. [redacted] carried on
for several weeks with Ms. [redacted] not allowing any repairs be made on her
vehicle regardless of any reason. Finally [redacted] made their final
offer of $1000.00 assistance towards the purchase of a new unit. The difference
in cost of the used transmission $1000.00 and the new transmission $5000.00 was
approx. $4000.00. Ms. [redacted] stated that she would not participate any money
at all toward the purchase of the new unit. Our VP of Fixed Operations
discussed in depth with Ms. [redacted] the options available to her at this
point. The whole timeframe in which this transpired Ms. [redacted] was given an
alternate transportation to drive at Carbone Subaru's expense. The final
agreement between our VP of Fixed Operations, our Senior VP of Fixed
Operations, and Ms. [redacted] was that another transmission would be provided by
the original vendor and sent out to a 3rd party transmission facility for
inspection for operability prior to installing in vehicle. Our VP of Fixed
Operations did exactly that per agreement and had used transmission sent out
for inspection and after it was determined to be inspected as operating as
designed without any visible issues it was installed into Ms. [redacted]’s
vehicle. Per the agreement, our VP of Fixed Operations drove the vehicle in all
normal conditions then bringing vehicle in for inspection to verify that all
had inspected normal at this time. Ms. [redacted] had asked for a reimbursement
for a towing bill incurred for the tow in to our shop. Ms. [redacted] had picked
up her vehicle and the towing reimbursement was
agreed to be reimbursed. Ms. [redacted] had no out of pocket expense for the
repairs at this time or any time prior, even though the warranty on the used
transmission was a "part only warranty".Ms. [redacted] was provided alternate
transportation during all of the vehicle repairs even though she did not have
any coverage for rental car. Ms. [redacted] did call our VP of Fixed Operations
to discuss if there would be any way that she could get any money back for her
inconvenience. His response is that Carbone had gone above and beyond to
provide Ms. [redacted] with customer service, alternative transportation, labor
charges to install the transmissions and reimbursements for any towing incurred
by her during this process. He asked Ms. [redacted] if she was experiencing any
issues with the vehicle currently, and was told by Ms. [redacted] that the
vehicle had been traded in at another location. He wished her well and stated
that there would not be any refunds or money reimbursements due to the choice
that was made by Ms. [redacted] to purchase a used transmission as opposed to the
new unit.The new unit would have complete
coverage rental, parts and labor and not have any mileage on it allowing it.
Ms. [redacted] and our VP of Fixed Operations ended with understanding that this
was resolved.For the inconvenience on the used
transmission and as goodwill, our Senior VP of Fixed Operations has agreed to
help the customer with $250 refund for the travel time to the dealership,
per Ms. [redacted] requests.Justina [redacted]Executive AssistantCustomer Service Specialist[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.I have been in contact with a Vice President, Allen, concerning this issue. I requested that either I recieve $5,000 back and have the vehicle fixed or that he trades me out of this vehicle to a newer and better dodge truck with the cummins engine in it. I was very straight forward. I am still waiting for a solution to the problem. 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. My vehicle is still not shifting properly, I was informed that this is normal. However the rentals I used did not shift this way upwards of 4,000-5,000 RPMs. I also explained how the paint on my bumper was chipped due to the tow. Drew asked me how they were liable for the paint on my bumper? I explained I shouldn't of needed a tow if the new transmission they put into my vehicle did not blow up on my way to work, or do they only guarentee a new transmission for 60 miles? I was told my bumper would be repainted and for free before I even recieved the new tires "a $615 value" the forms say $558. I also sent Drew a message about the chips, scratches to my rims after getting the new tires and the paint missing from the front and back bumper where they meet the Fender. Of course no response, I asked about the bumper again and once again no answer. I am highly disappointed with Dons Subaru, I was told and reinsured that everything would be handled. I also was told I needed an alignment which I paid $86 for and now my car is pulling to the left. I just wish they would of treated my car with respect as if it was there own. I feel like they didn't care and that's why I keep accruing damage to my vehicle. Regards,[redacted]
Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I would like to make known two different things. One would be that I had to go through this whole process because of their inaction back in December. I had been under the impression that the gap insurance I took out on the combined loans (the unpaid balance on the [redacted] that I traded for the [redacted] and the new loan for the 2013) would take care of the loan in it's entirety. Any time I spoke to the sales person or the financial consultant they never corrected me on what the gap insurance would actually cover. I ended up thinking I didn't owe on the loan and found out otherwise when I didn't make payments for two months and the bank is threatening to sue me and ruin my credit. I have been assessed late fees for the first two months of missed payments. I only found out about what the gap insurance covered this month. Had I been told any of this in June I would have kept my old car as I only had 2 1/2 years to pay on it, in fact I probably would have increased my payments to pay it down sooner, just like I'm doing with my [redacted] loan. As of this date I don't owe a payment on my [redacted] until May or June. While I know they are not totally responsible for what has taken place I do feel that they should make it very clear to buyer's doing what I was doing. I heard from more people than I could count not to go to [redacted] but I live in the capital district of NY and they in the central district of NY so only my coworkers could advise me on this. The second issue is WHY, why did it take them until I placed a complaint with Revdex.com until they would do their job?Thank you for your assistance and letting me vent here.
Regards,
[redacted]
Our VP of Sales has spoken to customer again today. Customer claims that tires of truck are all flat, so our VP has offered to pay for 4 tires purchased at the customer's local shop. ($1000)He has also offered to pick up the truck next week to bring it back to our Dodge Yorkville location for diagnostics on the original complaint. Please let me know if you need any further updates. Thank you, and have a great day!Justina [redacted]Administrative Assistant Carbone Auto Group[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. Thank you for your assistance in resolving my complaint.The Vice President of Operations at Carbone Subaru has reached out to me and apologized for the service issues and has offered a service credit of $150. In order to move forward,I an accepting his offer today to bring resolution to this complaint. Regards, [redacted]
Good afternoon [redacted]. I apologize if I missed one of the emails you sent to us regarding customer [redacted]Most recent update on this case: After speaking with General Manager at the Carbone Dodge dealership, he told me that, at this time, [redacted] is...
currently looking for a co-signer to get her into another vehicle.No further development has been made at this time. [redacted] Please let me know if you need any further information.Thank you, and have a wonderful day. Justina C[redacted]Administrative AssistantCarbone Auto Group###-###-####
On 6/29/2016 we received a Revdex.com complaint from Stacey Fish that she had purchased a car for a graduation gift for her son. The car had been in twice for repairs to the clutch and was towed to a different Subaru dealership because it was not drivable in its current state. The customer was contacted by...
our VP of Service Kevin H[redacted] and Carbone has paid the other Subaru dealership for the repairs to the vehicle. Kevin has also contacted Subaru and got her an extended 7 year 100,000 mile warranty at no cost to the customer. It is our understanding that at this time the customer is satisfied with this resolution.Thank you, Janessa P[redacted]
To Whom It May Concern;On 5/11/17 we received a follow up complaint from the Revdex.com stating the follow, "I[redacted] have not physically looked under the vehicle for any further oil leak as Carbone statesnor have any paper work on any of the terms we discussed as far as warranty is concerned! I'm not surewhere there getting the information from about me looking under neither the car to see the oil leak wastaken care of but I don't appreciate having words put in my mouth ! ! ! ! So at this time , until I have paperwork from Carbone stating that the oil leak is fixed#1 the smell of burning oil in the car is gone #3 theengine noise is straightened out  the warranty is extend I cant accept there offer !"Sean [redacted] , Fixed Operations Manager has sent the following response. Mr. [redacted], with SubaruTroy is now resolved. We took several attempts to get the vehicle acceptable. In the end the customerarrived Friday night, inspected vehicle while up on lift. The vehicle was driven several hundred miles, thecustomer was satisfied that any I all oil leaks were resolved. The customer spoke to technician, servicemanager and General manager Kevin [redacted]. We settled the issue 100% with customer, he was givena power train warranty to insure even if any issues should arise he would be covered. We agreed to givehim complimentary maintenance for future needs and discussed in great detail all the work performedand why. Mr. [redacted] was satisfied with outcome and shook hands and thanked us for the outcome.It is our belief at this time that the customer is satisfied.Debra [redacted]Executive Administrative AssistantCarbone Auto Group[redacted]
On 5/2/2016 we received a Revdex.com complaint from [redacted] about her sales experience at Carbone Dodge Chrysler Jeep Ram. Our Senior VP of Variable Operations Billy [redacted] made arrangements to meet Ms. [redacted] at the dealership to address her concerns. On 6/8/2016 (RO# 468417) the following work was done brakes serviced, floor mats installed and cleaning of the interior of the vehicle. At this time we understand that Ms. [redacted] is satisfied with the work provided and the resolution of this issue. Thank you, Janessa [redacted]
Good Afternoon [redacted] I am writing to you with an update on Revdex.com complaint ref number [redacted] After speaking to our VP of Fixed Operations at Carbone, he stated that the cause of the water leak was found to be that the urethane seal was not applied fully to cover seam around the...
windshield. The glass was removed and the windshield was resealed and checked for leaks. All work is complete.(Please see attached RO) Please let me know if you need further information.Thank you!
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. I HAVE ATTACHED MY RESPONSE. >
Hello: here is my response. I also
provide comments in bold through their report.The facts as they report them don’t
fully lay out the idea that once I was committed to Carbone, invested money and
months of time, I was ultimately not handed back a car that was safe or even
operational. I would have been happy if:They had installed a new transmission at their expense, minus $1,000 contributed by [redacted]. Sean [redacted] said many times that it was too costly Or, let me out of my commitment to them and let me take it elsewhere. The car was not fixed, it was not safe and after spending $2,600 I needed to sell it. I really did not want to. I asked over and over to get out of this. They acknowledge here that twice they had been unable to do
the job. They told me many times that it was a gamble that it would ever work.
But they were unwilling to allow me a refund so that I could start over
elsewhere. They collected their fee but did not fix the car and may have harmed
it and put me at risk.I see here that they maintain they were going beyond what
they needed to do. But they didn’t. they needed to fix a car that I had paid
for fix. Once it’s broken – which they acknowledge – they need to repair it.
It’s their obligation In the end I gave up in order to reduce my stress and have a
safe car to drive. This one was leaking, rattling badly and smelled like it was
burning. A piece fell out. Also the $250 they gave me was at my request – no one gave
me anything willingly. I needed to ask and ask, probably four or five times
through their corporate offices and I also asked for $500. I also ask for recompense minus the $250.Billy [redacted] (forgive me if that is not the correct last
name,) in the Carbone Corporate Offices in Utica acknowledged that this had
been handled terribly and that this site, in Troy, had been problematic. I
would recommend you share this report with him.Please see my comments throughout in bold. Thanks, [redacted] On 08/11/2015 Ms. [redacted] came in
at 81,653 miles with a concern of when driving hears a noise coming from
vehicle. Upon diagnosis performed, we found both drive axles needed to be
replaced due to excessive wear from both CV boots being torn for a long period
of time allowing grease to leak out completely. It was explained to the
customer that the vehicle transmission had substantial metallic debris internal
in fluid, and had internal failure that would require replacement. Ms. [redacted]
was given an estimate to replace the transmission with a brand new factory
[redacted] transmission. Ms. [redacted] did not choose to invest that amount of money
into her vehicle. Ms. [redacted] asked about other options for the transmission
which we did provide her with. The second option is to install a used transmission
that would be approximately 30% of the cost of the new transmission. Ms.
[redacted] chose to not purchase the new transmission with the complete 3 yr 36k
mile warranty, but to purchase the used transmission without the option of
additional time and mileage warranty that was offered. The used
transmission was installed, the axles were installed and road tested. The
vehicle operated as designed at that time.On 08/26/2015 Ms. [redacted] had contacted the
dealership stating she had an issue with the vehicle "slipping out of 3rd
gear when shifting." Ms. [redacted] was provided alternate transportation;
the vehicle was brought in for diagnosis and repair. It was determined that the
recently installed transmission had an internal failure within the gear set.
The vehicle needed to have the transmission replaced under the warranty
provided by the vendor that we had purchased the transmission from. Ms.
[redacted] did not purchase the additional warranty for parts and labor warranty
that was offered at the time of purchase, but Carbone [redacted], at no charge
replaced the used transmission that was defective for customer satisfaction. From [redacted] THERE CERTAINLY WAS A CHARGE. I
HAD PAID $2,600 FOR A REPAIR THAT WAS NOT SUCCESSFUL SO THERE WOULD BE NO
GROUNDS FOR CHARGING ME MORE Ms. [redacted] did not have any coverage from
any warranties at any point in the service process, and was not charged for but
was provided alternate
transportation at the cost of
Carbone as to not have her be without transportation. The used transmission was
installed that was provided by the vendor that initially sold us the original
transmission. The vehicle was test driven and found to be working as designed
at that time.On 10/12/2015 Ms. [redacted] had contacted Carbone
with a concern that vehicle had a smell, and would not move at this time. **: THE CAR BROKE DOWN ON THE ROAD! AFTER
SMELLING LIKE IT WAS BURNING THE CAR STOPPED. IT WAS MORE THAN A CONCERN. THE
CAR CEASED TO WORK. The vehicle was towed in and diagnosed. It was determined
that the vehicle had a 2nd subsequent failure of the transmission. Ms. [redacted]
had been notified by Carbone that the issue was indeed a failed used
transmission. Ms. [redacted] was given a 2015 [redacted] (alternate loaner vehicle)
to drive while the vehicle was being driven. Ms. [redacted] refused **: I DECLINED TO HAVE THEM WORK ON IT UNTIL
I COULD DISCUSS OPTIONS. I DID NOT TRUST THEM TO DO THE JOB to have any
work performed to her vehicle at that time requesting to speak to the VP of
vehicle service operations to discuss further the issues. Our VP of Fixed
Operations contacted Ms. [redacted] and had lengthy conversation regarding the
issues that had transpired with the vehicle and the used transmissions. Ms.
[redacted] was offered to remove the used transmission, and be credited for money
spent, and purchase a new transmission from [redacted] for which she declined. **: CORRECT; I HAD PAID $2,600 AND DID NOT
WANT TO SPEND SEVERAL THOUSAND DOLLARS MORE Ms. [redacted] insisted that
Carbone purchase the transmission or [redacted] Corporation purchase the
transmission. [redacted] Corporation was contacted and Ms. [redacted] asked for
goodwill assistance. The conversations between [redacted] Corp, Carbone [redacted] and
Ms. [redacted] carried on for several weeks with Ms. [redacted] not allowing any
repairs be made on her vehicle regardless of any reason. **: CORRECT I DID NOT TRUST CARBONE TO DO THE JOB. I FELT THAT THEIR
WORK WAS PUTTING ME IN DANGER. I FELT THAT GIVEN THE AGGRAVATION AND STRESS
THEY SHOULD INSTALL A NEW TRANSMISSION AT THIS POINT. THIS HAD ALREADY GONE ON
SIX WEEKS WITH NO RESOLUTION. Finally [redacted] made their final
offer of $1000.00 assistance towards the purchase of a new unit. The difference
in cost of the used transmission $1000.00 and the new transmission $5000.00 was
approx. $4000.00. Ms. [redacted] stated that she would not participate any money
at all toward the purchase of the new unit. **: CORRECT I THOUGHT THEY SHOULD PAY FOR IT OR GIVE ME MY MONEY BACK
AND LET ME GO ELSEWHERE. Our VP of
Fixed Operations discussed in depth with Ms. [redacted] the options available to
her at this point. The whole timeframe in which this transpired Ms. [redacted]
was given an alternate transportation to drive at Carbone [redacted]'s expense. The
final agreement between our VP of Fixed Operations, our Senior VP of Fixed
Operations, and Ms. [redacted] was that another transmission would be provided by
the original vendor and sent out to a 3rd party transmission facility for
inspection for operability prior to installing in vehicle. Our VP of Fixed
Operations did exactly that per agreement and had used transmission sent out
for inspection and after it was determined to be inspected as operating as
designed without any visible issues it was installed into Ms. [redacted]’s
vehicle. Per the agreement, our VP of Fixed Operations drove the vehicle in all
normal conditions then bringing vehicle in for inspection to verify that all
had inspected normal at this time. Ms. [redacted] had asked for a reimbursement
for a towing bill incurred for the tow in to our shop. **: I ASKED PROBABLY A DOZEN TIMES. I FINALLY NEEDED TO GO TO THE
CARBONE CORPORATE OFFICES IN UTICA Ms.
[redacted] had picked up her vehicle and the towing reimbursement was agreed to
be reimbursed. Ms. [redacted] had no out of pocket expense for the repairs at
this time or any time prior, even though the warranty on the used transmission
was a "part only warranty". **:
NOT TRUE I PAID FOR THE REPAIR, $2,600. IT WAS NOT FIXED. I DON’T BELIEVE
CARBONE WAS DOING ANYTHING BEYOND WHAT THEY WERE SUPPOSED TO DO – MAKE A REPAIR
THAT HAD BEEN PAID FOR. IT ACTUALLY DID COST ME MONEY BECAUSE ULTIMATELY I
NEEDED TO TAKE TIME OFF FROM WORK, 2 DAYS, TO SHOP FOR A NEW CAR. Ms. [redacted]
was provided alternate transportation during all of the vehicle repairs even
though she did not have any coverage for rental car. Ms. [redacted] did call our VP
of Fixed Operations to discuss if there would be any way that she could get any
money back for her inconvenience. His response is that Carbone had gone above
and beyond to provide Ms. [redacted] with customer service, alternative
transportation, labor charges to install the transmissions and reimbursements
for any towing incurred by her during this process. **: NOT TRUE! THEY DID NOT
GO ABOVE AND BEYOND. THEY DID NOT FIX THE CAR, EVEN IF THEY TRIED, THEY
ULTIMATELY WERE NOT SUCCESSFUL. IT WAS THEIR OBLIGATION TO MAKE THE REPAIR I
PAID FOR AND WHICH WE AGREED WAS NEEDED. THIS
WENT FROM LATE AUGUST TILL LATE NOVEMBER. IT WASN’T REALLY KIND OF THEM TO
PROVIDE ME A CAR. IT WAS NECESSARY GIVEN THAT MY OWN CAR WAS NOT DRIVEABLE
DURING MOST OF THIS TIME. He asked Ms. [redacted] if she was
experiencing any issues with the vehicle currently, and was told by Ms.
[redacted] that the vehicle had been traded in at another location. **:
THIS IS COMPLETELY WRONG. I CALLED HIM! THE CAR WAS LEAKING SOMETHING, BURNING
UP AND MAKING A TERRIBLE SOUND. I TOOK TIME OFF FROM WORK TO SEE WHAT TO DO
ABOUT IT AND HAD TWO GARAGES TELL ME IT WAS VERY BADLY DAMAGED. A PART ACTUALY
FELL OUT! I HAVE THE PART I
ONCE AGAIN HAD CARBONE PICK IT UP, LOOK AT IT AND MATT RUTHERFORD CONCLUDED IT
WAS A ‘BROKEN BOLT,; WHICH HE SAID HE FIXED. THE CAR WAS NO BETTER AFTER THAT
AND IT WAS SCARY TO DRIVE. SEAN [redacted] ONCE AGAIN SAID HE WOULD NOT REFUND ME
MY MONEY AND COULD ONLY OFFER TO DO THE JOB AGAIN. HE DID ASK TO SEE THE CAR
BUT CARBONE , THROUGH MATT RUTHERFORD, HAD JUST SEEN IT! AT THAT POINT I WAS LOOKING
AT A LENGHTY DRIVE TO SEE FAMILY FOR THANKSGIVING AND CONCLUDED THAT I NEEDED
TO GET ANOTHER CAR BECAUSE OF THE SAFETY, STRESS AD MISSED TIME AT WORK. THE
ABOVE STAETMENT IS COMPLETELY FALSE. I
AM A SINGLE MOTHER WITH NO ONE ELSE TO PROVIDE MY FAMILY TRANSPORTATION AND NO
OTHER CAR AND NEEDED TO SELL THIS ONE . I DID NOT WANT TO AND STILL WISH I HAD
NOT HAD TO. He wished her well and stated that
there would not be any refunds or money reimbursements due to the choice that
was made by Ms. [redacted] to purchase a used transmission as opposed to the new
unit.The new unit would have complete
coverage rental, parts and labor and not have any mileage on it allowing it.
Ms. [redacted] and our VP of Fixed Operations ended with understanding that this
was resolved. **: tHIS IS A DISRTORTION I NEVER WOULD HAVE SAID IT WAS
RESOLVED> THEY DID NOT FIX THE CAR, WOULD NOT REFUND THE money. For the inconvenience on the used
transmission and as goodwill, our Senior VP of Fixed Operations has agreed to
help the customer with $250 refund for the travel time to the dealership,
per Ms. [redacted] requests. **: AGAIN NOT
REALLY TRUE> IT WAS MY IDEA. I ASKED SEAN [redacted] FOR $500. HE SAID HE’D
CONSIDER IT AND CALL ME BACK. E DID NOT DO SO AND I FINALLY CALLED CORPORATE
OFFICES IN UTICA. AND I CALLED AGAIN. FINALLY A MR. [redacted] AGREED AND GAVE ME
$250. IT WAS NOT SOMETHING THEY OFFERED OR MADE VERY EASY TO PROCURE. MR.
[redacted] AGREED THE ENTIRE MATTER HAD BEEN POORLY HANDLED AND I’D URGE YOU TO
SHARE THIS WITH HIM.
Regards, [redacted]
On 6/24/2016 we
received a Revdex.com complaint from customer [redacted], he was upset that his
credit was run by our Nissan dealership in an attempt to purchase a new
vehicle, our Nissan store manager contacted him and the customer is now
satisfied with the purchase of his new car. Thank you,Janessa
We received a Revdex.com complaint on 6/10/2016 involving [redacted] She was contacted by our Vice President of Used Cars and they coordinated an appointment that was convenient for her to bring the vehicle in and get all of her concerns addressed. We completed the numerous repairs on 6/24/2016...
([redacted]) and covered all the costs. She received a loaner car and picked her car up the same day 2 hours after she brought it in. It is to our understanding now that she is satisfied with this resolution and we would like to close out her complaint. Thank you, Janessa P[redacted]
Phone response - GM spoke to consumer a day or two ago, the financing is all set.
This is in response to compliant ID #[redacted]:After
speaking with the General Manager of our Honda location in Yorkville,
he was able to contact the customer regarding her concerns.He then arranged to travel to customer's home to pick up vehicle to complete the requested repairs/...
work.According
to him, We received the Honda CRV last week. We replaced the key fob to
a new key, put a new cargo net in, and we painted the vehicle for her.
Also the screen was cracked so we replaced that, and a plastic piece
that was scuffed we also replaced. We took care of all the concerns and
brought the vehicle back to Syracuse.[redacted], please let me know if you have any questions, or if further assistance is needed.Thank you.All the best, Justina [redacted]Customer Concern SpecialistCarbone Auto Group
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]
On 6/15/17, we received a complaint from the Revdex.com from [redacted] stating the following, I am writing this because I purchased a 2012 [redacted] from Carbone Jeep in Yorkville, NY, in October 2016. I have had nothing but problems with it. I have called the manager Allen H[redacted] three (3)...
times in the last week and have not gotten a call back. I will explain the issues I have had thus far with this jeep. The first week of the purchase, I noticed: •2 chips in the windshield, •the foot rest next to the brake pedal was broken – it would fall off and get stuck under the brake, •the hood rattled like it was loose or not shut right. I took it back to the dealership for the repairs ? The foot rest is still broken ? The chips in the windshield are now spidering (one of them is right in the line of vision). Last month, I had to take it to my mechanic, as it was making some horrible noises. To make my vehicle safe, my mechanic had to: •Replace a belt •Replace a pump •Replace a pulley •Replace the rear struts •Replace the brakes •Complete a power steering flush I have only had this vehicle 6 months, and would not have expected to need to put this type of money into it already. Now… •I have a loud grinding/crunching noise in the rear every time I drive, load or unload items from the back end (such as groceries or removing my purse from the back). •The transmission is not working properly – the RPMs are all over the place as I drive. I took the Jeep to the Chrysler dealership near me to review these latest issues, and they charged me $130 to diagnose plus they estimated $1300 to complete the following issues. As a side note, While I was at the Chrysler dealership I found out if you look up the VIN for the Jeep I have purchased, it still indicates that it is with the previous owner. I have my plates registered to this VIN, so that is a bit concerning. The dealership’s report included: •The transmission needed an update (still seems off) •The rear sway bar was rusted •I needed to replace the control arms in the back I was able to get out of the Jeep and into a Chevy Equinox. this vehicle I purchases on May15 I have has it for 12 days and Carbone has had it for 16 days, trying to fix it. the front end has squealing and clunking noises and Carbone told me that was normal. the problems with this car are adding up. Allen H[redacted], GM for Carbone Dodge sent me the following resolution.” Can we please reply to the complaint letting the Revdex.com know that the customer was not happy with her 2012 compass and we traded her out of that compass and into a Chevrolet Equinox. We did not tell her the problems were normal we actually drove to the customer and picked her vehicle up from her home which is 2 hours from the dealership and left her a loaner vehicle while the car was being fixed. While the vehicle was here we replaced a window regulator to address her concern about the window making noise and we also replaced a wheel bearing for her. The customer was not charged for any of these repairs. We then drove the vehicle back out to the customer and dropped the vehicle off to her at her home. We had her test drive the vehicle and verify her concerns were addressed. As for not speaking with me on the issue I am the one who talked to her and set up the pick-up and return of the vehicle and did so by speaking with the customer on the phone. The customer now has new complaints that she spoke to the service department about this morning and they have scheduled her a Saturday appointment with the gm store and secured a vehicle for her at that time as well. She has never been told we will not fix her vehicle and has never been left without a vehicle if there is an issue. We feel at this time that the customer is satisfied. Debra [redacted] Executive Administrative Assistant Carbone Auto Group [redacted]
Good afternoon, [redacted] I have an update on case #[redacted] The Finance Manager of our Subaru Troy dealership had a chance to talk with [redacted] about the differences between a certified pre-owned Subaru and a service contract. She now understands their different...
meanings and functions. He and the General Manager also mentioned that we offered her 3 free oil changes for future service, and agreed to get her an after-market satellite radio for her vehicle. Please email me if you need any further information or clarification.Thank you, [redacted] and have a lovely afternoon.[redacted]Administrative AssistantCarbone Auto Group###-###-####
Good Afternoon,This is a response to customer complaint ID #[redacted].After speaking to our Fixed Operations team regarding this case, and after a very thorough review by that team, this detailed report was sent to me from our Vice President of Fixed Operations in the Eastern Region.On...
08/11/2015 Ms. [redacted] came in
at 81,653 miles with a concern of when driving hears a noise coming from
vehicle. Upon diagnosis performed, we found both drive axles needed to be
replaced due to excessive wear from both CV boots being torn for a long period
of time allowing grease to leak out completely. It was explained to the
customer that the vehicle transmission had substantial metallic debris internal
in fluid, and had internal failure that would require replacement. Ms. [redacted]
was given an estimate to replace the transmission with a brand new factory
Subaru transmission. Ms. [redacted] did not choose to invest that amount of money
into her vehicle. Ms. [redacted] asked about other options for the transmission
which we did provide her with. The second option is to install a used transmission
that would be approximately 30% of the cost of the new transmission. Ms.
[redacted] chose to not purchase the new transmission with the complete 3 yr 36k
mile warranty, but to purchase the used transmission without the option of
additional time and mileage warranty that was offered. The used
transmission was installed, the axles were installed and road tested. The
vehicle operated as designed at that time.On 08/26/2015 Ms. [redacted] had
contacted the dealership stating she had an issue with the vehicle
"slipping out of 3rd gear when shifting." Ms. [redacted] was provided
alternate transportation; the vehicle was brought in for diagnosis and repair.
It was determined that the recently installed transmission had an internal
failure within the gear set. The vehicle needed to have the transmission
replaced under the warranty provided by the vendor that we had purchased the
transmission from. Ms. [redacted] did not purchase the additional warranty for
parts and labor warranty that was offered at the time of purchase, but Carbone
Subaru, at no charge replaced the used transmission that was defective for
customer satisfaction. Ms. [redacted] did not have any coverage from any
warranties at any point in the service process, and was not charged for but was
provided alternate transportation at the cost of Carbone as to not have her be
without transportation. The used transmission was installed that was provided
by the vendor that initially sold us the original transmission. The vehicle was
test driven and found to be working as designed at that time.On 10/12/2015 Ms. [redacted] had contacted Carbone
with a concern that vehicle had a smell, and would not move at this time. The
vehicle was towed in and diagnosed. It was determined that the vehicle had a 2nd
subsequent failure of the transmission. Ms. [redacted] had been notified by
Carbone that the issue was indeed a failed used transmission. Ms. [redacted] was
given a 2015 Subaru (alternate loaner vehicle) to drive while the vehicle was
being driven. Ms. [redacted] refused to have any work performed to her vehicle at
that time requesting to speak to the VP of vehicle service operations to
discuss further the issues. Our VP of Fixed Operations contacted Ms. [redacted]
and had lengthy conversation regarding the issues that had transpired with the
vehicle and the used transmissions. Ms. [redacted] was offered to remove the used
transmission, and be credited for money spent, and purchase a new transmission
from Subaru for which she declined. Ms. [redacted] insisted that Carbone purchase
the transmission or [redacted] purchase the transmission. [redacted] was contacted and Ms. [redacted] asked for goodwill assistance. The
conversations between [redacted], Carbone Subaru and Ms. [redacted] carried on
for several weeks with Ms. [redacted] not allowing any repairs be made on her
vehicle regardless of any reason. Finally [redacted] made their final
offer of $1000.00 assistance towards the purchase of a new unit. The difference
in cost of the used transmission $1000.00 and the new transmission $5000.00 was
approx. $4000.00. Ms. [redacted] stated that she would not participate any money
at all toward the purchase of the new unit. Our VP of Fixed Operations
discussed in depth with Ms. [redacted] the options available to her at this
point. The whole timeframe in which this transpired Ms. [redacted] was given an
alternate transportation to drive at Carbone Subaru's expense. The final
agreement between our VP of Fixed Operations, our Senior VP of Fixed
Operations, and Ms. [redacted] was that another transmission would be provided by
the original vendor and sent out to a 3rd party transmission facility for
inspection for operability prior to installing in vehicle. Our VP of Fixed
Operations did exactly that per agreement and had used transmission sent out
for inspection and after it was determined to be inspected as operating as
designed without any visible issues it was installed into Ms. [redacted]’s
vehicle. Per the agreement, our VP of Fixed Operations drove the vehicle in all
normal conditions then bringing vehicle in for inspection to verify that all
had inspected normal at this time. Ms. [redacted] had asked for a reimbursement
for a towing bill incurred for the tow in to our shop. Ms. [redacted] had picked
up her vehicle and the towing reimbursement was
agreed to be reimbursed. Ms. [redacted] had no out of pocket expense for the
repairs at this time or any time prior, even though the warranty on the used
transmission was a "part only warranty".Ms. [redacted] was provided alternate
transportation during all of the vehicle repairs even though she did not have
any coverage for rental car. Ms. [redacted] did call our VP of Fixed Operations
to discuss if there would be any way that she could get any money back for her
inconvenience. His response is that Carbone had gone above and beyond to
provide Ms. [redacted] with customer service, alternative transportation, labor
charges to install the transmissions and reimbursements for any towing incurred
by her during this process. He asked Ms. [redacted] if she was experiencing any
issues with the vehicle currently, and was told by Ms. [redacted] that the
vehicle had been traded in at another location. He wished her well and stated
that there would not be any refunds or money reimbursements due to the choice
that was made by Ms. [redacted] to purchase a used transmission as opposed to the
new unit.The new unit would have complete
coverage rental, parts and labor and not have any mileage on it allowing it.
Ms. [redacted] and our VP of Fixed Operations ended with understanding that this
was resolved.For the inconvenience on the used
transmission and as goodwill, our Senior VP of Fixed Operations has agreed to
help the customer with $250 refund for the travel time to the dealership,
per Ms. [redacted] requests.Justina [redacted]Executive AssistantCustomer Service Specialist[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.I have been in contact with a Vice President, Allen, concerning this issue. I requested that either I recieve $5,000 back and have the vehicle fixed or that he trades me out of this vehicle to a newer and better dodge truck with the cummins engine in it. I was very straight forward. I am still waiting for a solution to the problem. 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. My vehicle is still not shifting properly, I was informed that this is normal. However the rentals I used did not shift this way upwards of 4,000-5,000 RPMs. I also explained how the paint on my bumper was chipped due to the tow. Drew asked me how they were liable for the paint on my bumper? I explained I shouldn't of needed a tow if the new transmission they put into my vehicle did not blow up on my way to work, or do they only guarentee a new transmission for 60 miles? I was told my bumper would be repainted and for free before I even recieved the new tires "a $615 value" the forms say $558. I also sent Drew a message about the chips, scratches to my rims after getting the new tires and the paint missing from the front and back bumper where they meet the Fender. Of course no response, I asked about the bumper again and once again no answer. I am highly disappointed with Dons Subaru, I was told and reinsured that everything would be handled. I also was told I needed an alignment which I paid $86 for and now my car is pulling to the left. I just wish they would of treated my car with respect as if it was there own. I feel like they didn't care and that's why I keep accruing damage to my vehicle. Regards,[redacted]
Better...
Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I would like to make known two different things. One would be that I had to go through this whole process because of their inaction back in December. I had been under the impression that the gap insurance I took out on the combined loans (the unpaid balance on the [redacted] that I traded for the [redacted] and the new loan for the 2013) would take care of the loan in it's entirety. Any time I spoke to the sales person or the financial consultant they never corrected me on what the gap insurance would actually cover. I ended up thinking I didn't owe on the loan and found out otherwise when I didn't make payments for two months and the bank is threatening to sue me and ruin my credit. I have been assessed late fees for the first two months of missed payments. I only found out about what the gap insurance covered this month. Had I been told any of this in June I would have kept my old car as I only had 2 1/2 years to pay on it, in fact I probably would have increased my payments to pay it down sooner, just like I'm doing with my [redacted] loan. As of this date I don't owe a payment on my [redacted] until May or June. While I know they are not totally responsible for what has taken place I do feel that they should make it very clear to buyer's doing what I was doing. I heard from more people than I could count not to go to [redacted] but I live in the capital district of NY and they in the central district of NY so only my coworkers could advise me on this. The second issue is WHY, why did it take them until I placed a complaint with Revdex.com until they would do their job?Thank you for your assistance and letting me vent here.
Regards,
[redacted]
Our VP of Sales has spoken to customer again today. Customer claims that tires of truck are all flat, so our VP has offered to pay for 4 tires purchased at the customer's local shop. ($1000)He has also offered to pick up the truck next week to bring it back to our Dodge Yorkville location for diagnostics on the original complaint. Please let me know if you need any further updates. Thank you, and have a great day!Justina [redacted]Administrative Assistant Carbone Auto Group[redacted]