Rims where dirt hidden damageTo find out days later the Bering was shotWhen get them to realize the rim was scratchedCall Patrice mini he stated hub and rim was bent it is not and wrongThis is been back and forth with them playing gamesAlso bent the license plate pulling the old one offRim aware scratched not bentIt's the hub at allAlso added gap when stated no do not want at allRushed the papersCar was dirty
Initial Business Response /* (1000, 5, 2014/05/27) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@aol.com
This customer did not purchase this vehicle from
Liberty Auto City
EPark Ave
Libertyville, IL XXXXX
Initial
Consumer Rebuttal /* (2000, 8, 2014/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Recently we purchased a 2nd ***, the first of which was an *** and now an *** I would just like to comment that the salesman for both autos, Charles ***, showed extreme politeness and had a good knowledge of the ***s and was most conscientious to us, his customers We were very satisfied with our experience here
Initial Business Response /* (1000, 6, 2015/07/22) */
Contact Name and Title: elmer [redacted] sales manage
Contact Phone: [redacted]
Contact Email: elmer[redacted]@aol.com
customer was taken care of and refunded his monies within 48 hours. he is thankful and happy, said we was going to...
respond to complaint as very satisfied at this point all concerns for customer have been satisfied the payoff was already sent and financial institution has been contacted by liberty auty city. thank you elmer [redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They held their end. Thank you!
To Who it Concerns:
My Name is [redacted] and I am the Used Car Director here at Liberty Auto City. First of all I would like to apologize for any issues or miscommunication that you are having with your Certified Pre Owned [redacted]. Customer...
satisfaction is always my top priority. Regarding your address, I talked with your salesman [redacted] and he has told me that you have two addresses and that we needed to use the address that you receive your mail . I also checked your paper work and the address we used on the deal is the same address that is on your drivers license. Regarding the mileage, I am sure that your husband and yourself test drove the vehicle before purchasing and saw the mileage on the car, maybe miscommunication? Regarding the key , I do apologize. Obviously there is no previous owner due to the fact that is was a retired service loaner, I checked for an extra key and unfortunately I do not have it . I can help you out with the cost of getting an extra key if you would like. Regarding the scraping noise, the time frame that I was aware of is a little different then what you are stating. You purchased the car on 1/08/2016, your car was not back into the shop until the 28th of January. So with that in mind I could not fix a car that was on the road for 20 days in icy snow conditions. The [redacted] that you purchased is a Certified Pre Owned Vehicle and goes through a 125 point inspection so of course it was put up on a service rack not only for the inspection but also for the fluid changes and if there was damage it should have been found at that time. Regarding the $700.00 that you say you were asked to pay again possibly miscommunication? I checked the pricing and after I covered the other issues for free there was around $340.00 range left to fix the undercarriage that your husband and [redacted] agreed to split with the dealership to get down to $170.00 not sure where the $700.00 came from . However after reading your letter and you stating that you heard the noise as you were driving away and told the salesman the next day I would like to fix the undercarriage for you for free of course. Please let know when you can bring you car in for the repair.Thanks,
[redacted]
Liberty Auto City
I don't know what happened to this Subaru dealership, but in less than a year their customer service went from a 5 to a -10. We bought a new car from them last year and things were great. It was the best car buying experience we have ever had. Charles P. was a great salesman which is why we went back to see him when we needed another car. This time we were interested in a used Subaru on their lot. Charles was great, but after we were finished with him things went south quickly. We had to wait several hours for the finance guy and then the finance guy ran our credit a whopping 10 times! He single handedly destroyed our credit score and took it from the mid 800's down to low 500's. It will take over a year to build it back up.
After having the car for several days we noticed the inside of the front tires were worn bald. You could not see this unless the wheels were turned all the way. The manager assured us at the time of purchase we had about another 10-20K miles left on them.
I emailed Kiwin the manager and told him we were misled and the tires were in fact unsafe. At this time I asked for a copy of the [redacted] report and a copy of the sheet showing the services done when the car came in for a trade. Both of which were promised at the time of the deal. I also asked for a price match for new tires which is stated on their service webpage and another quote for OEM replacement tires. I did not once ask them to pay for the tires, just provide a quote.
Kiwin finally emailed back several days later and said he had a software problem and would have the reports and tire quotes that Wednesday in his words "no matter what".
Well that Wednesday came and went along with another one. I emailed Kiwin a couple of more times requesting a simple email reply. No response whatsoever yet after over two weeks. There was a call from the dealership but they only left three words in the voicemail so I do not know who it was. Sounded like possibly Charles.
I emailed Kiwin one last time this past Monday, 10/03/16 asking for the reports and informed him that since it was obvious they did not want our business to never mind the tires because I did not want to be driving an unsafe vehicle any longer so I purchased new tires from a local shop. Even with this email there was no response.
At this point we are thoroughly disgusted with the entire dealership. There is no excuse for not being able to punch a few keys and send a reply. Total ignorance on their part shows their severe lack of interest in their customers after the sale. If I could I would return the car and buy from another dealer. Needless to say we are finished with Liberty Subaru and their lack of customer care with the exception of Charles.
The only shining light in this entire ordeal is that Charles P. is a wonderful person and is the only one who truly cares about his customers. Maybe the rest of management should take a lesson from Charles in the subject of how to treat people.
If the dealership finds that maybe the need for a reply might be in order, I will only respond to emails so I can see everything in writing. I will not accept any more phone calls from this dealership.
Rims where dirt hidden damageTo find out days later the Bering was shotWhen get them to realize the rim was scratchedCall Patrice mini he stated hub and rim was bent it is not and wrongThis is been back and forth with them playing gamesAlso bent the license plate pulling the old one offRim aware scratched not bentIt's the hub at allAlso added gap when stated no do not want at allRushed the papersCar was dirty
Initial Business Response /* (1000, 5, 2014/05/27) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@aol.com
This customer did not purchase this vehicle from
Liberty Auto City
EPark Ave
Libertyville, IL XXXXX
Initial
Consumer Rebuttal /* (2000, 8, 2014/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Recently we purchased a 2nd ***, the first of which was an *** and now an *** I would just like to comment that the salesman for both autos, Charles ***, showed extreme politeness and had a good knowledge of the ***s and was most conscientious to us, his customers We were very satisfied with our experience here
Initial Business Response /* (1000, 6, 2015/07/22) */
Contact Name and Title: elmer [redacted] sales manage
Contact Phone: [redacted]
Contact Email: elmer[redacted]@aol.com
customer was taken care of and refunded his monies within 48 hours. he is thankful and happy, said we was going to...
respond to complaint as very satisfied at this point all concerns for customer have been satisfied the payoff was already sent and financial institution has been contacted by liberty auty city. thank you elmer [redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They held their end. Thank you!
To Who it Concerns:
My Name is [redacted] and I am the Used Car Director here at Liberty Auto City. First of all I would like to apologize for any issues or miscommunication that you are having with your Certified Pre Owned [redacted]. Customer...
satisfaction is always my top priority. Regarding your address, I talked with your salesman [redacted] and he has told me that you have two addresses and that we needed to use the address that you receive your mail . I also checked your paper work and the address we used on the deal is the same address that is on your drivers license. Regarding the mileage, I am sure that your husband and yourself test drove the vehicle before purchasing and saw the mileage on the car, maybe miscommunication? Regarding the key , I do apologize. Obviously there is no previous owner due to the fact that is was a retired service loaner, I checked for an extra key and unfortunately I do not have it . I can help you out with the cost of getting an extra key if you would like. Regarding the scraping noise, the time frame that I was aware of is a little different then what you are stating. You purchased the car on 1/08/2016, your car was not back into the shop until the 28th of January. So with that in mind I could not fix a car that was on the road for 20 days in icy snow conditions. The [redacted] that you purchased is a Certified Pre Owned Vehicle and goes through a 125 point inspection so of course it was put up on a service rack not only for the inspection but also for the fluid changes and if there was damage it should have been found at that time. Regarding the $700.00 that you say you were asked to pay again possibly miscommunication? I checked the pricing and after I covered the other issues for free there was around $340.00 range left to fix the undercarriage that your husband and [redacted] agreed to split with the dealership to get down to $170.00 not sure where the $700.00 came from . However after reading your letter and you stating that you heard the noise as you were driving away and told the salesman the next day I would like to fix the undercarriage for you for free of course. Please let know when you can bring you car in for the repair.Thanks,
[redacted]
Liberty Auto City
I don't know what happened to this Subaru dealership, but in less than a year their customer service went from a 5 to a -10. We bought a new car from them last year and things were great. It was the best car buying experience we have ever had. Charles P. was a great salesman which is why we went back to see him when we needed another car. This time we were interested in a used Subaru on their lot. Charles was great, but after we were finished with him things went south quickly. We had to wait several hours for the finance guy and then the finance guy ran our credit a whopping 10 times! He single handedly destroyed our credit score and took it from the mid 800's down to low 500's. It will take over a year to build it back up.
After having the car for several days we noticed the inside of the front tires were worn bald. You could not see this unless the wheels were turned all the way. The manager assured us at the time of purchase we had about another 10-20K miles left on them.
I emailed Kiwin the manager and told him we were misled and the tires were in fact unsafe. At this time I asked for a copy of the [redacted] report and a copy of the sheet showing the services done when the car came in for a trade. Both of which were promised at the time of the deal. I also asked for a price match for new tires which is stated on their service webpage and another quote for OEM replacement tires. I did not once ask them to pay for the tires, just provide a quote.
Kiwin finally emailed back several days later and said he had a software problem and would have the reports and tire quotes that Wednesday in his words "no matter what".
Well that Wednesday came and went along with another one. I emailed Kiwin a couple of more times requesting a simple email reply. No response whatsoever yet after over two weeks. There was a call from the dealership but they only left three words in the voicemail so I do not know who it was. Sounded like possibly Charles.
I emailed Kiwin one last time this past Monday, 10/03/16 asking for the reports and informed him that since it was obvious they did not want our business to never mind the tires because I did not want to be driving an unsafe vehicle any longer so I purchased new tires from a local shop. Even with this email there was no response.
At this point we are thoroughly disgusted with the entire dealership. There is no excuse for not being able to punch a few keys and send a reply. Total ignorance on their part shows their severe lack of interest in their customers after the sale. If I could I would return the car and buy from another dealer. Needless to say we are finished with Liberty Subaru and their lack of customer care with the exception of Charles.
The only shining light in this entire ordeal is that Charles P. is a wonderful person and is the only one who truly cares about his customers. Maybe the rest of management should take a lesson from Charles in the subject of how to treat people.
If the dealership finds that maybe the need for a reply might be in order, I will only respond to emails so I can see everything in writing. I will not accept any more phone calls from this dealership.