Morrie's Minnetonka Subaru

We are very sorry for the issues that arose during this transactionThere were definitely things that went wrong with the paperwork and with follow through on our endThe titling issue was a mistake made by the funding bank and WI state titlingWe are attempting to resolve it with the customers helpOur service manager is reaching out to the customer to fix the service related issue as wellWe cant change what has happened, but we will work towards fixing things as best as possible with the customer

(The consumer indicated he/she DID NOT accept the response from the business.) Was contacted one time by a service managerHe asked me about all the issues I have encountered with themStated "it sounded like I had a bad day" when I had drove my car down for workAsked me about the gift card I hadn't received and still haven't to this dayNever stated they would pay the retitle fees and only asked me to email him a copy of what I have to paySaid he'd talk to the district manager after talking to me and have heard back from no one

The gift card has been sent over a week agoAnd [redacted] was sent a check to reimburse for titling issue last week All should be settled at this point

The original issue occurred with our Nissan store when the lease was turned in A third party lease return company processes those transactions for the manufacturer or company that owns the lease, and we do not a recourse with that entity The second issue is completely our fault and we ordered a new trim piece for the customer to fix the issueThe piece is here and we attempted to contact the customer with the phone numbers provided I just left a message on both phone numbers and sent him an email so we can get his vehicle trim piece issue corrected as soon as possible.Email sent was as follows: [redacted] ,I received your Better Business complaint and I certainly apologize for the issues you outlined It looks like we ordered a new part for you to replace the one that was stained I spoke with our service advisor John that had ordered the part for you and he said that he had tried to contact you by phone to get you in for the appointment I just left a message on both phone numbers we have for you ###-###-#### ###-###-#### Please contact me when you have a moment or if you can let me know when we can get that piece replaced for you that would be great!I am very sorry for all the troubles,David.David [redacted] General ManagerMorries Minnetonka SubaruMorries Autobody and Glass Long Lake [redacted] *** 55305###-###-#### Office

We are very sorry for the issues that arose during this transactionThere were definitely things that went wrong with the paperwork and with follow through on our endThe titling issue was a mistake made by the funding bank and WI state titlingWe are attempting to resolve it with the customers
helpOur service manager is reaching out to the customer to fix the service related issue as wellWe cant change what has happened, but we will work towards fixing things as best as possible with the customer

The gift card has been sent over a week agoAnd *** was sent a check to reimburse for titling issue last week. All should be settled at this point

We contacted Mr*** and he is coming in on the 22nd for an oil change service. We explained that unfortunately the demand for auto service tends to spike right before a holiday and that is the case here. The appointment on the 22nd should meet his needs to go on his trip with
fresh oil and a new filter

Revdex.com NOTE: Consumer filed a 'new' complaint via Revdex.com (12-22-16), asking that the following be noted:"Please see my previous complaint logged on Monday, the 19th, regarding the inability of the dealer to accept my reservation for an oil change this weekIn fact, I had to be there when the place opened at 7:00AM to have it changed at allHowever, I wish to add this dimension to that complaint, and ask that the headquarters of the Morrie's organization call me to discuss the issue."

We have errors that occurred on our end and unusual delays from Subaru. We are attempting to get this issue resolved in an expedited manor. We will contact the customer and fix it

I am rejecting this response because:
In the response, Alex attempts to identify the needs of the customer (me):"Hi ***,Thanks for your email regarding your girlfriends interest in the ImprezaWe are excited to have the opportunity to help with her search and hope to earn her business!Right now we do have some fantastic deals going on remaining ImprezasSounds like a month lease with either 12,or 15,miles would be ideal for her situation.Is she looking for a sedan or hatchback?Any must have features on her next vehicle?Has she had an opportunity to test drive an Impreza yet?Alex"Alex has, at this point, understood that I need a month leaseI respond, and in my response explain that a hatchback (or 5-door sedan, although the nomenclature needs to be decided on, since the constant switching is confusing) would be preferable: "Personally, I don't think she has much of a preference between sedan or hatchback, I'd say hatchback as it appears to be shorter than the sedan but she enjoys the privacy that comes with a secured trunkMust haves would be AC, keyless entry, and automatic transmissionShe has not yet had an opportunity to drive an Impreza yet but as she is currently driving a Chevy Cruze, I'm sure she'll find the Impreza a more than welcome changeShe is more motivated by lease pricing than driving experience, though, so I don't believe the test drive will factor in."Alex's response does not mention months and the words that I've highlighted would indicate that the month lease was available at $a month: "It does look like we have our one penny down leasing on a Impreza 2.0i sedan with the CVT starting around $a monthThis vehicle would cover all of her must havesLet me know if she would like to set up a time to take one for a test drive and further discuss this."I would admit to misunderstanding the "Sedan" portion, but due to Subaru's insistence in using the 5-door sedan to refer to a hatchback, I believe my misunderstanding of this not to be unreasonableYou can refer to the dealership's response as an example.Simply put, the email chain (which was kindly provided by the dealership as evidence) does support my assertion that months is implied in the communication

Revdex.com reached Mr *** by phone (11/30, 1PM) -- confirms that he has received his refund as requested, and considers the matter resolved

I completely agree with the complaint and have instructed our service manager and service advisors to make sure to clearly differentiate between what is required by the manufacturer and what is going above and beyond those recommendations when speaking to customers

The original issue occurred with our Nissan store when the lease was turned in. A third party lease return company processes those transactions for the manufacturer or company that owns the lease, and we do not a recourse with that entity. The second issue is completely our
fault and we ordered a new trim piece for the customer to fix the issueThe piece is here and we attempted to contact the customer with the phone numbers provided. I just left a message on both phone numbers and sent him an email so we can get his vehicle trim piece issue corrected as soon as possible.Email sent was as follows:***,I received your Better Business complaint and I certainly apologize for the issues you outlined. It looks like we ordered a new part for you to replace the one that was stained. I spoke with our service advisor John that had ordered the part for you and he said that he had tried to contact you by phone to get you in for the appointment. I just left a message on both phone numbers we have for you ###-###-#### ###-###-####. Please contact me when you have a moment or if you can let me know when we can get that piece replaced for you that would be great!I am very sorry for all the troubles,David.David ***General ManagerMorries Minnetonka SubaruMorries Autobody and Glass Long Lake*** *** *** 55305###-###-#### Office

I have attached to only correspondence between guest and our Business Development Center(call center) that show that the claims that are stated are false. The agent did say there was a month lease special for a Subaru Impreza 2.0i with CVT lease special starting around $per
month. When the guest came in, he specifically asked for lease numbers on a different vehicle and different terms than the special was on. He wanted lease numbers on a Subaru Impreza 2.0i door with CVT for mths and also wanted more miles per year then the lease specialThe specified vehicle did not have the same money factors, residuals, and incentives as the lease special that was mentioned

(The consumer indicated he/she DID NOT accept the response from the business.)
Was contacted one time by a service managerHe asked me about all the issues I have encountered with themStated "it sounded like I had a bad day" when I had drove my car down for workAsked me about the gift card I hadn't received and still haven't to this dayNever stated they would pay the retitle fees and only asked me to email him a copy of what I have to paySaid he'd talk to the district manager after talking to me and have heard back from no one