Liberty Subaru Reviews (15)
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Liberty Subaru Rating
Address: 55 Kinderkamack Rd, Emerson, New Jersey, United States, 07630-1827
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I am rejecting this response because: After I received my car back in this condition with dash panels removed and parts hanging by electrical wires, I called to complain the general Manger who returned my call only to say that is to leave the car apart if the owner does not want to fix itRegardless if the car came to them in one peice and together I work in the industry and said I'd never heard of such a practice, now he tells you that they did t have time to return it the condition it was brought to them inI had three days prior to picking the vehicle up via tow truck told the service manager I would fix the car myselfThen again the day the car was scheduled to be picked up by the tow company advised the service manager it was being picked up in a couple hours, leaving plenty of time to return the car to the way I came inAs theit recording says all calls are recorded for quality everytime someone calls, so I'm sure all of that can be verified, the lie to me about the reason it was left apart and the ample time they had to return it back to original conditionAs I stated to Mr [redacted] the part in the truck had been there for one week prior to being towed and before that sat in a garageThe day it was out in is on camera as is the entire time it sat at my local repair shop and it was never wetThe exhaust itself is not wet at all neither is the box that it was in or the other parts it was next tooNever the less when I relied my car back there were water stains and it smelled of sitting water only on the rear seat (where no parts were) and I have the after stains to prove itAlso have the statement of the tow operator that the seat didn't appear to be wet when towed down to the shop as well as the blvrhicle being on camera the minute it returned to my local shops to prove it was not tampered with thereYet none of these things are the fault of the dealer? I went to a Subaru dealer and their service writer said they have never seen or heard of such a practice of leaving a car apart with parts hanging by their electrical wires before in his yeas of service experience e [redacted]
Mr [redacted] states “ now he tells you that they did t have time to return it the condition it was brought to them in”, and insinuates that I lied about “the reason it was left apart and the ample time they had to return it back to original condition.”In my response, I never stated that there was no time to re-assemble the vehicle My statement was: “It is not common practice to dis-assemble a vehicle for diagnosis, then re-assemble it while waiting for an approval for a repair, only to have to dis-assemble it again to affect the repair The vehicle was still dis-assembled when it was towed away, as the service department was waiting on the approval to repair the vehicle.” I stand by this statement.For clarification, the part that is “hanging by electrical wires” that Mr [redacted] refers to is the faulty steering lock module that needs to be replaced The lower dash panels have to be removed to access this part.Mr [redacted] goes on to say that he “told the Service Manager I would fix the car myself.” In order to replace the faulty module, the vehicle would have to be dis-assembled to the state it was in when Mr [redacted] had it towed from our facility Re-assembly with the faulty parts would be counterproductive, and would cause the steering wheel to be locked, making it more difficult to tow or maneuver around a parking lot or shop In its current state of disassembly, half of the labor to replace the faulty part has already been done, and the vehicle is easier to move, since the steering wheel is not locked.If Mr [redacted] wishes to tow his vehicle back to Liberty Subaru, we’d be happy to re-assemble it to its original condition using the faulty parts at no charge.Regarding the water in the rear seat...all of the work done by Liberty Subaru was done under the dashboard, not in the back of the vehicle The design of the car is such that even if a window were left open in a rain storm, the back seat would not get wet In this case, none of the front seats, door panels, or any of the carpets are wet...only the bottom of the rear seat, which is inexplicable I'll stand by my original statement that Liberty Subaru will not be taking responsibility for the water damage in the back seat.Also as in my original response, Liberty Subaru will not be paying for Mr [redacted] ’s car insurance or his car loan.I
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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] ***
We had a very positive sales experience with sales consultant Steve Klein Steve was clear,patient and cordial when he presented all the information on our Subaru Crosstrek I would highly recommend Liberty Subaru to my family and friends
Complaint: [redacted] I am rejecting this response because: I was caused financial harm while Liberty Subaru profited:- Liberty Subaru profited from my $and also from subsequent sale of the vehicle.- I lost $500.My custom had no bearing on Liberty Subaru's costs:- Liberty Subaru would have incurred costs regardless of whether or not I had visited the dealershipThe vast majority of costs (if not all costs) described in Liberty Subaru's response are labor expenses and, therefore, largely fixed costsIn other words, the Liberty Subaru employees would have been at work and would have been paid regardless of whether or not I was there- Vehicle appraisal was completed prior to payment of a deposit, in order for Liberty Subaru to develop a quoteThis is standard practice at any car dealership.- Purchase of the vehicle would have been contingent upon credit approval in any case, regardless of whether a deposit had been paid or not.The time from deposit payment to cancellation of the agreement was immaterial- The time from payment of the deposit to my notification that I did not want the vehicle was only days (Nov 29th - Dec 6th).- The vehicle was not in physical inventory during the timeframe given above as it was still in transit from the manufacturer, so it would not have been possible for Liberty Subaru to sell the car in any case For the reasons above, my claim for refund of the $deposit still stands and I would appreciate prompt resolution of this issue***
Engaged in deceptive sales practice of over promising delivery date of an Onyx XT not in stock to secure sale. Guidance was 6-8 weeks delivery time table but reality is at least 11 weeks.
Competitors have plenty in stock and in-transit. If lead time information was honestly presented I would not have placed a $500 deposit which is non-refundable and this was not explained ahead of time.
Hello, ***…thank you for taking the time to let us know about your experience. Customer feedback is how we continually improve upon what we do every day!
In our experience, ordered cars normally do take 6-8 weeks from the time we place your order to the time you take delivery. Unfortunately, out of an abundance of caution, Subaru started production of the redesigned 2020 Outback and Legacy much more slowly than anyone (including Subaru) expected…something that was well beyond our control. Even so, the Outback you ordered arrived at the dealership 9 weeks and 1 day after you placed your order. While this is beyond the 6-8 week estimate you were given, I respectfully submit to you that this falls far short of a “deceptive sales practice”. Liberty Subaru is a 42 year old family business with an excellent reputation…that doesn’t happen by deception.
Regarding the deposit, you’ll notice across the bottom of your Retail Order Form, adjacent to the customer signature line, it says (in ½ inch high red boldface capital letters) “THIS ORDER NOT SUBJECT TO CANCELLATION – DEPOSIT NOT REFUNDABLE”. Respectfully, this statement is as transparent as we could make it. There are lots of reasons that a deposit would be non-refundable. In this case, when you signed the order form and left your deposit, you committed to purchasing a Silver 2020 Outback Onyx XT. With that commitment, we placed an order for that specific car in your name with Subaru. In order to place any order with the manufacturer, we are required to covenant that the car will be sold to the person for whom it was ordered, or the dealership will be subject to penalties. A non-refundable deposit minimizes the dealership’s exposure to penalties from the manufacturer in a case like yours. To be clear, we do not accept a deposit from a customer until they have made a final purchase decision.
While I feel badly that you were unable to find an Outback Onyx XT like the one you ordered, I do hope you’re enjoying your STI…even though you decided to purchase it from a competitor, I’m glad that you stayed in the Subaru family!
Liberty Subaru has agreed to get us a new vehicle
On July Ms [redacted] purchased a Subaru Forester, and left a $non-refundable deposit Liberty Subaru does not accept deposits to "hold" a car, but will only accept a deposit when a customer is committed to purchasing a vehicle Ms [redacted] demonstrated her commitment by fully executing a buyers order, completing a credit application, and leaving a $non-refundable deposit At the bottom of Liberty Subaru's buyers order appear the words "THIS ORDER NOT SUBJECT TO CANCELLATION-DEPOSIT NON-REFUNDABLE in 1/inch high, red bold type.Ms [redacted] was scheduled to pick up her new Forester on Thursday, July 24th at 10am...three days later During that time, Liberty Subaru's finance department invested the resources necessary to secure Ms [redacted] 's financing at the best rate available from Subaru Motors Finance, and produce all the paperwork associated with the purchase of her vehicle and the related financing Additionally, Liberty Subaru's service department expended the resources necessary to have the vehicle prepared for delivery.On Wednesday, July 23rd, Ms [redacted] did call Liberty Subaru and left a message for her salesperson to call Unfortunately Wednesday is his day off, so he did not receive the message until he came in at 9am on the 24th As Ms [redacted] was to pick up her new car only an hour later, he elected to speak with her directly when she arrived instead of calling her back.When Ms [redacted] failed to arrive at the dealership at her appointed delivery time, her salesman called and was informed that she was unable to take delivery that day, and asked to move the delivery back to Wednesday, July 30th, which he agreed to do At that time, Liberty Subaru's finance department re-produced all of the delivery and finance paperwork to reflect the new delivery date.On Saturday, July 26, Ms [redacted] called to advise her salesperson that she got a better deal and bought the car somewhere else.The decision to not refund Ms [redacted] 's deposit was based on Liberty Subaru's clearly stated refund policy, and the fact that Liberty Subaru expended considerable resources to secure financing, produce and re-produce the all of the necessary paperwork, and prepare the car for delivery
Mr [redacted] Added Security policy was cancelled in a timely manner, as he suggests, on 10/ At the time of purchase, this policy was financed as part of the loan that he took on his new Subaru Once the loan is approved and the paperwork is executed at delivery, it is sent to the lienholder for funding Concurrently, the information for these contracts are transmitted to Subaru electronically Once this is done, Subaru charges the dealership on a monthly statement Just like any other bill, purchases from one month are on the bill the following month, and we cannot request a refund until we are charged Since this purchase occurred in the month of October, we were charged on our November statement We submitted Mr [redacted] cancellation request in November (after we were charged), and we received his refund on our December statement, which we received on January It takes a few days for my office staff to process this page statement, so Mr [redacted] refund check (check # ***, in the amount of $1,273.30) was cut on Monday, January 9, the day before I received this complaint As these contracts were part of Mr [redacted] loan, the check has been sent to Subaru Motors Finance, who will process it and apply it to the principal of his loan.As you can see, Mr [redacted] request was processed in a timely manner, and everything is proceeding along a timeline This information has been communicated to Mr***
To Whom It May Concern- Below please find an email from Mr [redacted] (which was forwarded to me from my Sales Manager, Dan ***), along with my response This issue was resolved before Mr [redacted] filed this complaintPlease call with any questions...I can be reached at ###-###-####.Rick [redacted] **General Manager Liberty Subaru Dear Mr [redacted] - Thank you for bringing to our attention the duplication of the refund check for your tire tax I appreciate your honesty in its returnRegarding the refund of your Service Contract and Maintenance Contract as you are aware, those contracts are part of the loan that you took on your new Subaru Once the loan is approved and the paperwork is executed at delivery, it is sent to the lienholder for funding Concurrently, the information for these contracts are transmitted to Subaru electronically Once this is done, Subaru charges the dealership on a monthly statement Just like any other bill, purchases from one month are on the bill the following month, and we cannot request a refund until we are charged Since your purchase occurred in the month of December, we were charged on our January statement We submitted your cancellation request in January (after we were charged), and we received your refund on our February statement, which we received on March It takes a few days for my office staff to process this page statement, so your refund check (check # ***, in the amount of $3,023.66) was cut last Friday, March As these contracts were part of your loan, the check has been sent to Subaru Motors Finance, who will process it and apply it to the principal of your loanAs you can see, your request was processed in a timely manner, and everything is proceeding along a timeline I apologize if this was process not clearly explained to youRick [redacted] Liberty Subaru Liberty Hyundai [redacted] From: Dan [redacted] Sent: Wednesday, March 09, 6:AMTo: Rick [redacted] Subject: FW: Amount owed by Liberty Subaru Daniel [redacted] Sales Manager ###-###-#### Fax ###-###-#### [redacted] From: [redacted] Sent: Wednesday, March 09, 12:AMTo: [redacted] ***Cc: [redacted] Subject: Amount owed by Liberty Subaru Liberty Subaru Attn: Finance Department [redacted] Emerson, NJ To whom it may concern: Sub: Refund of $3,I have received a check for $ This check represents the refund of wrongly charged NY tire taxPlease note that this amount was already refunded to me and I am mailing the check back to Liberty SubaruI am still waiting for the refund of $3,023.66(canceled Maintenance Plan $1,and Extended Warranty $1,728.58) due to me since 12/23/In the absence of a resolution on this matter by 03/15/2016, I will take it to the New Jersey courtSincerely, [redacted] Valley Cottage, NY
To Whom It May Conceare in receipt of Revdex.com complaint [redacted] Please be advised of the following:On 11/29/2014, Mr [redacted] entered into a binding agreement to purchase a new Subaru Forester XT Mr***'s agreement is signified by his four signatures on the buyers order setting forth the terms of the purchase Under his fourth signature, the following text appears in 1/inch red bold
Dear Revdex.com,
My wife and I lease a Vehicle (Subaru Ascent 2019) on 12/22/19 with transmission problem from the factory. On 9/01/19, we were heading from NY to PA and the vehicle completely went in neutral putting my family in danger including myself in the middle route 80 west in morning at 11AM. Finally, the tow trunk came at 5pm to pick the vehicle. We were 6 passengers and we have to call someone pick us up and they charge us $500 to get us back to the destination and then go back to NY. The vehicle right now is located in *** Subaru in Pennsylvania for repair. According to Subaru America, I have to wait another extra two weeks, total a month. I asked Subaru America that I can't accept a vehicle with a factory problem and they refuse to do so. Already I made the first payment of the car and the insurance without any transportation. I asked them for loaner car but they don't have car available instead they ask me to get a rental car and they will refund the money.
I am not sure you can help us. Your help will appreciated
VN# *** Subaru America phone number
Case#
To Whom It May Concern-
We are in receipt of Revdex.com complaint number ***. According to Mr. complaint:
-His vehicle broke down in Pennsylvania and was towed to a Subaru dealership in that state.
-He has contacted Subaru of America requesting that his vehicle be replaced.
Since the vehicle is currently located at another Subaru dealership in a different state to be repaired, the repair is out of Liberty Subaru’s control. Regarding the request that Subaru of America replace his vehicle, it sounds like Mr. has already contacted them and opened a case with their Customer Assistance Center. Whether Subaru of America decides to replace Mr. vehicle is a decision to be made by Subaru of America, not Liberty Subaru.
We are unclear as to what we can do assist Mr. at this point, but remain happy to help in any way we can.
My husband and I walked in with an idea of what we wanted and they helped make our final decision. Couple of test drives and conversations later, we were driving off with a new Subaru Impreza hatchback. The car is amazing! Looks, sounds and feels amazing and it gets great mileage. We could not have asked for anything more.
The staff is knowledgeable and helpful. They worked with us on price, payments, and miles, showing us a couple of different options to help fit our budget. We could not be more happy with the experience, the transaction was so smooth and painless. I will be recommending Liberty Subaru often!
Yesterday, 01/15/2018 I have leased what I though was a new and an operational Subaru Crosstrek from Liberty Subaru in Emerson, NJ. After driving the car 16 miles from the dealership to Fair Lawn, NJ, it developed strong burning-like smell. Assuming that this is “normal” during the break-in period, my wife has been driving it today. However, not only the smell has worsened and car’s electronics started malfunctioning, but both my wife and my son developed strong headache and dizziness after spending less than two hours on the road. The dealership’s service center has acknowledged the issues but was not able to detect the root cause after approximately two hours working on the car. Even though the dealership has leased not operational vehicle as “new”, they refused to discuss any options for replacing the car with similar or better-trim operational model. The sales manager has not been able to cite any relevant policies or contract provision, and impolitely dismissed all attempts for a dialog.
To Whom It May Concern-
We are in receipt of Revdex.com case number ***. With regard to this complaint, please be aware of the following facts:
This vehicle was delivered on 1/15/2018. On the following day, the vehicle was presented to our service department with the following complaints:
-Eyesight is turned off
-Customer smells a bad burning smell
-CarPlay intermittently does not work
With regard to the first complaint, the technician found that the EyeSight active lane learning values (these are the parameters that the computer uses to “see” lane markings on the road) needed to be reset and re-learned. The technician performed this operation and confirmed normal operation.
With regard to the second complaint, the technician confirmed the smell, which is a normal condition for a new vehicle and will typically disappear within a day or two, depending on use.
With regard to the third complaint, the technician found a technical service bulletin from the manufacturer. A computer update was performed and the technician confirmed normal operation.
This vehicle was presented to our service department a second time four days later with the following complaints:
-Rear back up cross traffic not working
-Sirius XM not working
-Clock not keeping time
With regard to the first complaint, the technician was unable to duplicate the customer’s concern, as the vehicle was operating normally.
With regard to the second complaint, the customer was advised that the vehicle is not equipped with a Sirius XM receiver.
With regard to the third complaint, the technician changed a setting in the clock and confirmed normal operation.
Please note that there is no complaint of a burning smell on this repair order.
In summary, this vehicle required a software update to the radio, a reset of the EyeSight computer, and a correction of a clock setting. The burning smell is normal for a new car, and (judging by the fact that it was not noted on the second repair order) has dissipated.
While we regret the inconvenience of having to return for these items, this vehicle is fully covered under Subaru’s new vehicle warranty, and any work performed has been at no charge to the customer. Replacement of a vehicle would be at the discretion of Subaru of America, not the dealer. Regardless, none of this customer’s complaints rise to the level of replacing their vehicle.
In recognition of this customer’s inconvenience, Liberty Subaru would be willing to cover the cost of an oil & filter service.
LEMON CAR & Dealer Service Department Damage (3x) to driver door to body and interior; while in for service re:
(1st) 3mos jump to start - electric issue see 10/8/2016 issue below noted,
(2nd) 6mos satellite failure - 1/2017- 5/2017 electric issue required radio replacement for satellite radio to work
(3rd) 11mos Service attempt repair damage 1st n 2nd service - further dents drvr door & smears paint on leather, body scratch, weather strip cut
CHRONOLOGY
- 7/1/2016 Subaru Outback Limited 2.5i (100% cash) purchase & pick-up at Liberty Subaru, Emerson, NJ.
- 10/8/2016 7:45-7:55am required "jump" to start. Called Subaru roadside assistance and contractor jump/tow service confirmed car needed jump and used jumper box to start car. Roadside assistance contractor said this is a VERY common problem with Subaru Outbacks...no explanation.
- 10/8/2016 8:45am drove to Liberty Subaru Service for exploratory diagnostic. Treated as crazy, demeaned as if lied re: roadside jump service. Note: service receipts show ONLY "customer claims" "xyz", but NEVER results of diagnostic. Service Mgr states new never needed jump; battery "ok".
- 10/8/2016 11:30am found vertical deep (intentional) scratch on driver door. Disbelief service hostile act of violence.
- 10/17/2016 6:03pm at dealer bought tube match paint (NEVER USED TO DATE - warned difficult to apply)
- 1/2017-5/2017: (1/2017) Satellite stops working. Called dealer blamed *** re no satellite connection;
(2/2017) *** engineers explore signal "ping" connectivity/ response diagnostics; (3/2017) *** confirms vehicle source of issue; (3/2017)
Subaru of America confirms *** engineers's findings; (4/2017) Liberty Subaru service diagnostic of satellite lack confirms MUST replace radio; -
(5/2017) Svc replace radio - dents driver door black panel at window; (5/2017) informs Svc of dent damage& door scratch, told repair w ordered part/paint - see (3rd) above
To Whom It May Concern-
Liberty Subaru is in receipt of complaint ***. Please be advised of the following facts:
On July 1, 2016, Ms. took delivery of a new Subaru Outback purchased at Liberty Subaru.
On October 8, at 663 miles Ms. presented her Outback to our service department primarily concerned about the battery, as the vehicle needed to be jump started a representative of Subaru’s Roadside Assistance program. The vehicle was subjected to a complete computerized diagnostic inspection in accordance with Subaru’s warranty procedures. This diagnostic inspection showed that the battery in Ms.’s vehicle was in good shape, and the charging system was functioning as designed. Consequently, no repair was made.
On April 22, Ms. returned primarily concerned about the fact that her satellite radio had to be reset each time she started the vehicle. Liberty Subaru updated Ms.’s satellite radio per Subaru’s technical service bulletin 15-205-16R to correct this issue, in accordance with Subaru’s warranty procedures.
At some point subsequent to performing this update, Ms. advised that the condition had not been corrected. Upon receiving this advice, Liberty Subaru ordered a new satellite radio unit for Ms..
On May 31, Ms. returned to have her radio replaced.
Approximately a week later, Ms. called Liberty Subaru’s Service Manager, Bob O to advise of a dent in her door that she maintains occurred while her radio was replaced. Noting that a week had passed since Ms. picked her vehicle up, Mr. O declined to accept responsibility, but agreed to repair the dent nonetheless, in the interest of customer satisfaction. After the repair was performed, Ms. advised that she was not satisfied with the repair, as the tape trim on the door was scuffed as a result of the repair.
On June 17, Ms. returned to have the tape trim replaced. Ms. also requested that Liberty Subaru touch up a scratch on her door.
On June 24, Ms. left a voicemail for Mr. O advising of another scratch on her door, a “cut weatherstrip”, and other damage that she maintains occurred while her vehicle was in Liberty’s care when the tape trim was replaced. Mr. O received this voicemail on June 26 and responded via email that he would be on vacation the following week, but asked to have the vehicle dropped off so he could personally inspect the vehicle on July 10. Ms. responded approximately three hours later advising that any less a repair than a new door would be unacceptable. Both Bob and I advised her that we were unwilling to replace her door, but would personally inspect her vehicle to determine a course of action.
After exchanging several emails with both myself and Mr. O, Ms. agreed to have her vehicle inspected on July 10, but failed to keep the appointment. Ms. has re-scheduled several times since, most recently on 10/14, but has failed to keep any of these appointments.
Regarding Ms.’s statement that she has a “LEMON CAR”:
Ms.’s vehicle is covered under Subaru’s Comprehensive Warranty, and all issues that Liberty Subaru is aware of have been resolved under this warranty.
Regarding Ms.’s concern of “Dealer Service Department Damage (3x):
We have offered to inspect Ms.’s vehicle to determine what course of action would be fair to all involved. To date, Ms. has been unwilling to allow us that opportunity.
Ms. does not state a clear “desired settlement”, other than to allege “trauma by and hostility of dealership service Mgr and owner.” To be clear, most of Mr. O’s correspondence with Ms., and all of mine has been via email, which I’m happy to forward to Revdex.com to review for any “hostility”.
Given the lack of a clear path forward, we are at a loss as to how best to resolve this dispute.
Respecfully,
Rick D.
General Manager
Liberty Subaru
Complaint: ***
I am rejecting this response because:
Liberty Subaru still has not addressed the fraudulent "*** Tire Program" that was sold to me and refunded.
Regards
: At each event, I kept informed: Service Manager, General Manager, and Subaru of America.Since Liberty Subaru has Subaru's highest customer/quality rating (at time I purchased car) I have documents that support my complaint ID #*** and the fraud complaint (included or separate?).Effective 10/24/2017 all support documents sent to *** to take legal action on issue. Note: Throughout all events, remained optimistically hopeful and expectant that their treatment of me would improve - now disgusted.Throughout kept informed each Liberty Subaru: Service Manager Bob O, General Manager Rick D, Subaru of America and eff 10/24/2017 *** for action.I cannot emotionally tolerate more hostility, demeaning, talking down, denial of responsibility, even blaming me, for the most affirmed [regarding/by]:10/8/2016 regarding jump needed to start car/ by Subaru Roadside Assistance contractor,3/2017 regarding satellite issue/ :by Subaru of America,by *** engineering;5/2017 and 6/2017 regarding *** Tire Program is fraudulent/ by independent tow company truck driver, whose phone was emergency contact on promotional materials for "*** Tire Program",by *** Subaru Service, informed me they ONLY on use *** in tires and any *** Tire Program sold to me is fraud,by *** Subaru Service informed me they ONLY on use *** in tires and any *** Tire Program sold to me is fraud, and by *** informed me they ONLY on use *** in tires and any *** Tire Program sold to me is fraud; 10/8/2016-5/20/2017 consistency of the damage events. This is an egregious issue with a "LEMON CAR" and denial by the Liberty Subaru General Manager and Service Manager.I am claiming a "Lemon Car" and demanding a new replacement vehicle.
Liberty Subaru is unwilling to provide Ms. with a replacement vehicle. If Ms. is seeking relief under *** state Lemon Law, she must follow the procedure set forth by the state of ***.