Morrie's Minnetonka Subaru

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

We contacted Mr. [redacted] 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.

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 issue. The 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

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 36 month lease special for a 2016 Subaru Impreza 2.0i with CVT lease special starting around $219 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 2016 Subaru Impreza 2.0i 5 door with CVT for 24 mths and also wanted more miles per year then the lease special. The specified vehicle did not have the same money factors, residuals, and incentives as the lease special that was mentioned.

We are very sorry for the issues that arose during this transaction. There were definitely things that went wrong with the paperwork and with follow through on our end. The titling issue was a mistake made by the funding bank and WI state titling. We are attempting to resolve it with the customers...

help. Our service manager is reaching out to the customer to fix the service related issue as well. We cant change what has happened, but we will work towards fixing things as best as possible with the customer.

I am rejecting this response because:
In the response, Alex attempts to identify the needs of the customer (me):"Hi [redacted],Thanks for your email regarding your girlfriends interest in the Impreza. We 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 2016 Imprezas. Sounds like a 24 month lease with either 12,000 or 15,000 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 24 month lease. I 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 trunk. Must haves would be AC, keyless entry, and automatic transmission. She 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 change. She 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 36 months and the words that I've highlighted would indicate that the 24 month lease was available at $219 a month: "It does look like we have our one penny down leasing on a Impreza 2.0i sedan with the CVT starting around $219 a month. This vehicle would cover all of her must haves. Let 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 unreasonable. You 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 24 months is implied in the communication.

(The consumer indicated he/she DID NOT accept the response from the business.)
Was contacted one time by a service manager. He asked me about all the issues I have encountered with them. Stated "it sounded like I had a bad day" when I had drove my car down for work. Asked me about the gift card I hadn't received and still haven't to this day. Never stated they would pay the retitle fees and only asked me to email him a copy of what I have to pay. Said 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 ago. And [redacted] was sent a check to reimburse for titling issue last week.  All should be settled at this point.

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.