Mike Shaw Subaru

This customer pur***d an [redacted] prior to purchasing the *** She lied and told us the WRX was totaled and she had proof of lossBased on that information, we sold her the *** We came to find out that the WRX was being fixed at a body shop in [redacted] and she had not made even one payment on the car [redacted] was actively seeking this vehicle for repossession Because of this situation, we were not able to obtain financing without the open auto loan being paid off It is also a common and standard business practice to charge "bailment" for vehicles at a rate of $per day and $per mile That total plus the costs incurred to recondition and recover the vehicle exceeded $2,but we agreed to charge only the $2,collected These disclosures are clearly outlined, initialed and signed by the customer

Complaint: ***
I am rejecting this response because: First of all, we are not upset about the fact that the banks were not able to approve us for the loan we wantedThat happens all the time and we understand its a battle to get what you want especially when in the situation we are inSecondly, we are upset because of how you and your team handled all of thisWe had been in and out of the dealership many times and *** knew of our situation, what we wanted and were and weren't okay with*** tells us first we cant really help you go pay off your car loan its going to be better for you at this point so we left the dealership super happy because he was transparent and they knew they couldn't do what we wantedWell we go on a weekend vacation and the day we come home a couple days later we get a call from *** saying "we got your approved for what percentage rate you wanted which was 8-10% and for your payments to be $a month, I dont know how our finance guy did it but he magically got you guys approved"Awesome so we came back in and picked out the car, was under the impression that we had ALREADY been approved for the loan at 8-10% and that monthly payment, and on top of that she said that we had gotten approved from a credit union so it was a great opportunityI cant even tell you how happy we were at this news, and that we could put 7k down and bring over the remaining $3,remaining equity from the loanSo after we waste about an hour picking out the new vehicle, we go into the finance department where your guy *** tell us okay so its going to be 12.69-14%Which was higher then what *** told us so we were a little upset, and he apologized for *** giving us a quote and then proceeded to say, "Well I am the finance guy, I know what I am talking about, I am confident in my abilities, I have been here for a while now, I have been working with my director and were positive we can get you this rate, as long as you do the year service maintenance package which was an extra $but only upped our payments $a month, he said he could get us down to that 12% interest rateSo we already had been lied to at this point saying we were already approved for the loan, and the interest rate, and so we really pressed into *** to make sure that this was the caseThe banks were closed so he didn't get a for sure answer till WednesdayI never even heard from him Wednesday or Thursday, we took the new car home, confident in what *** and your team had said, trusting you guys to take care of usWell now you are saying we lied about our income?!! That is insane to say because we said that *** made $24,a year and sent you stubs to prove that he indeed makes $24k a yearMaybe you missed that part where *** gets paid WEEKLY not BIWEEKLY so it looked like his checks were smaller? We also said *** makes $62k a year and I could easily prove that but *** wasn't put on the applicationSo if you are accusing us of lying about our income we would like a copy of the credit application that you sent inYou were the ones who filled out the credit application in the first place not us, *** did all the writing on the application and I saw her write the correct numbers, so if you had on your application that *** made more then 24k you were the ones who lied on the application to make it look better for the banksWe are beyond pissed with this entire process and how it was handledWe are feeling like you intentionally put us into the new car to drive around, tell our friends and family, and make us think its ours, and then turn around a week later and tell us the interest rate is 20% and our payments would go up $a monthIt seems like a really horrible way to practice businessIf you weren't confident that our interest rate was going to be what you said it was going to be you should have never sent us home in the new carAgain, were not upset you weren't able to get us into the rate we wanted or needed to move forward, were upset because of how your team handled things, and how much time you wasted of ours.
Sincerely,
*** ***

I would suggest trading out this vehicle for another that may not have intermittent problemsI will make sure we as a dealership go out of our way to make this situation amenablePlease email a time that is convenient for you to meet
Sincerely,
*** ***

We have been trying to contact the customer and will repair the vehicle and put the customer in a loaner

We were misled as to the status of the wrecked WRX. They did not make a payment on the vehicle and the financial institution was actively seeking the vehicle for repossession. Because of these reasons we were not able to acquire financing for the customer. It clearly states in the signed documents that they will be charged bailment and reconditioning in the event that financing can't be secured

Complaint: ***
I am rejecting this response because:Ther dealership did know about the totaling of the vehicle we even volunteered to have the insurance speak with them on the phone and hey refused to do soThe WRX was at the body shop in *** because of the insurance adjusters to inspect the vehicle it was only there for *** to tow it away for salvage not to fix it.As for the payment how can we make a payment to a car that had been already totaledThis is the claim number for the *** *** I will gladly give permission for them to call and inquire about my "lie"
*** ***
*** *** ***
Sincerely,
*** ***

Please understand that were many moving parts to this transaction.  We are not a lending institution.  We submit a loan structure to banks and they determine the approvals.  We did receive a couple of approvals with different stipulations.  The customers in this case were not...

willing to accommodate the stipulations of the approvals. My understanding is that there was approximately $10,000 more owed on the trade than what the vehicle is currently worth.  The credit was obviously not the best from either party in the transaction.  There was also an issue of overstated and misrepresented income on the credit application was in fact, significantly lower once paystubs were produced.  Based on these and other circumstances, the financial institutions were willing to finance the car deal but wanted more money down and increased the interest rate due to the increased risk they were taking.We apologize if there was some miscommunication along the way, but we do not make credit decisions.In a good faith effort to keep the customer happy, we did not charge bailment (restocking fee and mileage compensation) that was explicitly stated on the contracts that were signed.  Bailment would have been $50 per day and $0.50 per mile driven since delivery in addition to a full detail of the returned vehicle.  We also completed a full detail on the customer's trade at no charge.  We did these things even though we had an approval and the customer overstated income on the signed credit application to avoid any ill will from the customers.

Mike Shaw fixed the problem by replacing the car, thank you!

After reviewing the vehicle service records, I have determined that the issue is related to outside influence.  The vehicle was not purchased new or used at this dealership. The first time we saw this vehicle in June of 2015 with 13,234 miles and we performed regular maintenance on the...

vehicle.  I show this as the first oil change even though it was due at 6,000 miles. The next oil change was done in August of 2016 at 22,264 miles which is, again, over the recommended maintenance interval.  There was no mention of any tire wear issue documented anywhere and at this point it had been 21 months and over 22,000 miles since purchase from [redacted].  The incident in question occurs a few weeks ago, over 9 months since the last visit.  The customer came in stating that the front right tire had blown and it is also documented that the customer hit a curb last year.  We have had an alignment check machine on our service drive for the last 5 years and check each vehicle as it comes across the drive.  There is nothing to indicate that the vehicle had an issue prior the customer hitting the curb.  The only way for the vehicle to be out of alignment is by outside influence such as bumps, potholes, or hitting a curb.  If the customer, as he states, brought the vehicle in primarily for the car "pulling to the side", then why would the customer not insist on documentation of the concern.  Our procedure is to sign the initial repair order that gives us permission to work on the car and clearly states the issues we will be addressing.  We also have the customer sign the final invoice showing what the resolution of the concerns are and confirm that the repairs have been completed.To hit a curb hard enough to have a broken rim would have nothing to do with an alignment issue, but an accident issue.  That is what collision insurance is for, not maintenance.

This customer pur[redacted]d an [redacted] prior to purchasing the [redacted].  She lied and told us the WRX was totaled and she had proof of loss. Based on that information, we sold her the [redacted].  We came to find out that the WRX was being fixed at a body shop in [redacted] and she had...

not made even one payment on the car.  [redacted] was actively seeking this vehicle for repossession.  Because of this situation, we were not able to obtain financing without the open auto loan being paid off.  It is also a common and standard business practice to charge "bailment" for vehicles at a rate of $50 per day and $.50 per mile.  That total plus the costs incurred to recondition and recover the vehicle exceeded $2,000 but we agreed to charge only the $2,000 collected.  These disclosures are clearly outlined, initialed and signed by the customer.

Customer purchased the vehicle in September of 2015 with approximately 35,500 miles on it.  Because it was purchased as a Certified PreOwned Vehicle, it came with an Extended Service Contract backed by Subaru of America.  We saw the vehicle again in January of 2016 with 47,565...

miles, over 8,000 more miles on it and at that time we performed an oil change on the vehicle.  The next time we saw the vehicle was at over 68,000 miles.  More than 20,000 in 11 months at which time we performed a recall, the extended service contract was utilized for some clutch related work but no oil change was performed.  The issues this were related to coolant leaks and radiator fixes that did not include any oil change.  The customer finally approved an oil change when the vehicle had 76,820 miles on it, almost 30,000 miles since the last oil change at our shop.  When we drained the oil, that should have over 4 quarts of oil in it, it only filled an 8 ounce coffee cup.  On the next visit, a little over 200 miles later, we found that damage had been done to the motor.  At the very least, there is damage in the passenger side head.  When we contacted the extended service contract company, they requested the maintenance records prior to any approval. We can not spend the extended service contract company's money without following their procedures.  It is clearly in their policies that the customer has a responsibility to maintain vehicle maintenance records and keep that documentation.  Without that documentation, we cannot obtain an approval.  When we asked the customer for these records they stated they would have to make them up or find them.  To this point we have not received any documentation.  At this point, we have tried to help the customer and have been working with both the customer and the extended service contract company to help.This is not a Mike Shaw Subaru issue but a lack of following clearly stated policies and procedures to maintain coverage from Subaru Added Security.