RE: Compliant ID: ***Dear Ms***As a business owner, I take any customer issue seriously and always try to resolve the issue amicablyOf course, when there is a situation that no matter how hard we have tried; we cannot completely satisfy the customer, it troubles meAfter all, my last
name is on the building.This situation is most discouraging; because it seems the customer wants to "win" a case that we feel should have never existedHe is accusing us of damaging the tint on a window during the delivery at the time of saleThe salesperson involved has repeatedly told us that he does not remember seeing the tearEven the buyer admits that he did not see it until he arrived homeThe salesperson did state that when the customer contacted him about it, he supposed that maybe he could have done it when removing the Buyers Guide that was on the window, but that was only an assumptionConsidering the size of the tear in the photo, he said he definitely would have noticed the blemish and questioned how the customer did not see it as well, since it is on the driver's side.Nonetheless, we wanted to assist himWe initially offered him $towards the repair of the windowTo make a long story short, the customer had his reasons that it was not enough compensationWe called the *** dealer where the customer was planning to have the repair done and he provided us the price he quoted our customerTo remove and replace the tint on two windows would be less than $including taxIf the car did not need to have any previous tint removed, the charge to do the complete car would be $Believing it a most fair offer, we decided to offer our customer assistance of $Unfortunately, as he has written, this is still not acceptable.I would like to address a few claims made by the customer.First, the customer listed the purchase price of the car at $The bill of sale lists $Please note that the NADA guides Price Report dated April 15, lists the pricing for this car with options at $Clean Retail and $for Clean Trade-InConsidering the purchase price of $was less than NADA Clean Trade-in, let alone Clean Retail, the negotiated price was most fair.Second, the customer leads one to believe that there was no communication between him and our dealership from June 7, through October 18, This is not trueEfforts were made by our dealership to communicate with the customer with the progress concerning his issue and we can provide documentation to prove this if requested.Third, the customer writes, "they did not care about the expert opinion, they were sticking with their offer and I could "take it or leave it"." Once again, we spoke to the *** dealer and used the installation and pricing information to help us arrive at our second offerNever, during any part of our conversation, did we question the "expert opinion" of the *** representativeWe tried to explain to the customer that we were offering him goodwill assistance towards the repairThe customer could use the $towards the repair or whatever he choseIt was his money to use as he saw fit.Finally, on October 30, 2017, we received an email from the customerIt is as follows:"I received your reply to my complaint last week and have to say I don't understand your responseI have never asserted that my car was under warrantyMy assertion is that you are legally obligated to repair my car because you are the ones who damaged itThe fact that I bought the car from you and it didn't come with a warranty on the physical condition of the car is irrelevantThis is a simple tort case where you damaged my property and must now repair the damage that you caused and return my property back to the condition it was in originally.I honestly don't want to go back and forth on this any longer so here is where I am at I have consulted a lawyer about this issue and have been advised to take this to courtThe lawyer has told me that she would be very surprised if the court did not rule in my favorIf I take this route, I will be asking for $to do the repair in full plus an additional $because I will have to miss work for a day to appear in courtAlso, court fees will be included in the pay-out.However, I really do not want to do thisIt will be a major hassle for all of us, as one of you would have to appear in court as wellAs an alternative, I suggest the following:I have reached out to ***'s again and they told me that if I un-tint my windows myself, the cost of the repair would drop to roughly $300.I honestly just want this whole mess to be over with, so if you are willing to write a check for $300, I will accept that as a reasonable solution and this will be overI will withdraw my complaints from all the places I have contacted (if possible) and we can just pretend that this never happenedHowever, if you decide that this is still not acceptable to you, then I will have no further choice but to take this to court and let them make what they think a fair ruling on the matterI look forward to your reply and thank you for your time."We too have had a conversation with an attorney from the Pennsylvania Automotive AssociationHe contends that under the circumstances, the court would most likely rule in our favorHe also went as far as suggesting that our offer was more than necessary and to place a time limit on the customer to decide whether he will accept the offer for $If the customer refuses, withdraw the offer and let it go to courtOne more item; the customer also states that it costs roughly $to tint the windows if he un-tints the windows himselfThe experts at *** quoted us $199.99.In conclusion, we have to agree with the customer on one itemWe want this whole mess to be over with as wellToday, no matter where one looks; newspapers, television, internet, etc., everyone wants to complain, point fingers and be nasty towards one anotherIt seems as if the willingness of people to compromise is non-existent in the world todayIn this case, our customer notified the Revdex.com, the PA Attorney General for Consumer Affairs and Subaru of America! Why the drama? I now have letters from the office of the PA Attorney General and the Revdex.com to answerIf we had said, "Absolutely not!" to the customer's original request for assistance, then his concerns could be sent to the groups mentioned as well as turning this into a contest decided by a small claims courtBut, we did offer assistanceWe never intended this to become a cause to win, as it seems it has become for the customerWe honestly believe that we have handled our customer's concern legitimately and with respectWe will reach out one more time to him to discuss the situationWe can only hope that the customer will accept our offer and allow this "whole mess to be over".Sincerely,Forrest S*Spangler Subaru
RE: Compliant ID: [redacted]Dear Ms. [redacted]As a business owner, I take any customer issue seriously and always try to resolve the issue amicably. Of course, when there is a situation that no matter how hard we have tried; we cannot completely satisfy the customer, it troubles me. After all, my last...
name is on the building.This situation is most discouraging; because it seems the customer wants to "win" a case that we feel should have never existed. He is accusing us of damaging the tint on a window during the delivery at the time of sale. The salesperson involved has repeatedly told us that he does not remember seeing the tear. Even the buyer admits that he did not see it until he arrived home. The salesperson did state that when the customer contacted him about it, he supposed that maybe he could have done it when removing the Buyers Guide that was on the window, but that was only an assumption. Considering the size of the tear in the photo, he said he definitely would have noticed the blemish and questioned how the customer did not see it as well, since it is on the driver's side.Nonetheless, we wanted to assist him. We initially offered him $50.00 towards the repair of the window. To make a long story short, the customer had his reasons that it was not enough compensation. We called the [redacted] dealer where the customer was planning to have the repair done and he provided us the price he quoted our customer. To remove and replace the tint on two windows would be less than $170.00 including tax. If the car did not need to have any previous tint removed, the charge to do the complete car would be $199.99. Believing it a most fair offer, we decided to offer our customer assistance of $200.00. Unfortunately, as he has written, this is still not acceptable.I would like to address a few claims made by the customer.First, the customer listed the purchase price of the car at $18000.00. The bill of sale lists $15177.00. Please note that the NADA guides Price Report dated April 15, 2017 lists the pricing for this car with options at $17675.00 Clean Retail and $15350.00 for Clean Trade-In. Considering the purchase price of $15177.00 was less than NADA Clean Trade-in, let alone Clean Retail, the negotiated price was most fair.Second, the customer leads one to believe that there was no communication between him and our dealership from June 7, 2017 through October 18, 2017. This is not true. Efforts were made by our dealership to communicate with the customer with the progress concerning his issue and we can provide documentation to prove this if requested.Third, the customer writes, "they did not care about the expert opinion, they were sticking with their offer and I could "take it or leave it"." Once again, we spoke to the [redacted] dealer and used the installation and pricing information to help us arrive at our second offer. Never, during any part of our conversation, did we question the "expert opinion" of the [redacted] representative. We tried to explain to the customer that we were offering him goodwill assistance towards the repair. The customer could use the $200.00 towards the repair or whatever he chose. It was his money to use as he saw fit.Finally, on October 30, 2017, we received an email from the customer. It is as follows:"I received your reply to my complaint last week and have to say I don't understand your response. I have never asserted that my car was under warranty. My assertion is that you are legally obligated to repair my car because you are the ones who damaged it. The fact that I bought the car from you and it didn't come with a warranty on the physical condition of the car is irrelevant. This is a simple tort case where you damaged my property and must now repair the damage that you caused and return my property back to the condition it was in originally.I honestly don't want to go back and forth on this any longer so here is where I am at I have consulted a lawyer about this issue and have been advised to take this to court. The lawyer has told me that she would be very surprised if the court did not rule in my favor. If I take this route, I will be asking for $500 to do the repair in full plus an additional $100 because I will have to miss work for a day to appear in court. Also, court fees will be included in the pay-out.However, I really do not want to do this. It will be a major hassle for all of us, as one of you would have to appear in court as well. As an alternative, I suggest the following:I have reached out to [redacted]'s again and they told me that if I un-tint my windows myself, the cost of the repair would drop to roughly $300.I honestly just want this whole mess to be over with, so if you are willing to write a check for $300, I will accept that as a reasonable solution and this will be over. I will withdraw my complaints from all the places I have contacted (if possible) and we can just pretend that this never happened. However, if you decide that this is still not acceptable to you, then I will have no further choice but to take this to court and let them make what they think a fair ruling on the matter. I look forward to your reply and thank you for your time."We too have had a conversation with an attorney from the Pennsylvania Automotive Association. He contends that under the circumstances, the court would most likely rule in our favor. He also went as far as suggesting that our offer was more than necessary and to place a time limit on the customer to decide whether he will accept the offer for $200.00. If the customer refuses, withdraw the offer and let it go to court. One more item; the customer also states that it costs roughly $300.00 to tint the windows if he un-tints the windows himself. The experts at [redacted] quoted us $199.99.In conclusion, we have to agree with the customer on one item. We want this whole mess to be over with as well. Today, no matter where one looks; newspapers, television, internet, etc., everyone wants to complain, point fingers and be nasty towards one another. It seems as if the willingness of people to compromise is non-existent in the world today. In this case, our customer notified the Revdex.com, the PA Attorney General for Consumer Affairs and Subaru of America! Why the drama? I now have letters from the office of the PA Attorney General and the Revdex.com to answer. If we had said, "Absolutely not!" to the customer's original request for assistance, then his concerns could be sent to the groups mentioned as well as turning this into a contest decided by a small claims court. But, we did offer assistance. We never intended this to become a cause to win, as it seems it has become for the customer. We honestly believe that we have handled our customer's concern legitimately and with respect. We will reach out one more time to him to discuss the situation. We can only hope that the customer will accept our offer and allow this "whole mess to be over".Sincerely,Forrest S[redacted]Spangler Subaru
RE: Compliant ID: ***Dear Ms***As a business owner, I take any customer issue seriously and always try to resolve the issue amicablyOf course, when there is a situation that no matter how hard we have tried; we cannot completely satisfy the customer, it troubles meAfter all, my last
*Spangler Subaru
name is on the building.This situation is most discouraging; because it seems the customer wants to "win" a case that we feel should have never existedHe is accusing us of damaging the tint on a window during the delivery at the time of saleThe salesperson involved has repeatedly told us that he does not remember seeing the tearEven the buyer admits that he did not see it until he arrived homeThe salesperson did state that when the customer contacted him about it, he supposed that maybe he could have done it when removing the Buyers Guide that was on the window, but that was only an assumptionConsidering the size of the tear in the photo, he said he definitely would have noticed the blemish and questioned how the customer did not see it as well, since it is on the driver's side.Nonetheless, we wanted to assist himWe initially offered him $towards the repair of the windowTo make a long story short, the customer had his reasons that it was not enough compensationWe called the *** dealer where the customer was planning to have the repair done and he provided us the price he quoted our customerTo remove and replace the tint on two windows would be less than $including taxIf the car did not need to have any previous tint removed, the charge to do the complete car would be $Believing it a most fair offer, we decided to offer our customer assistance of $Unfortunately, as he has written, this is still not acceptable.I would like to address a few claims made by the customer.First, the customer listed the purchase price of the car at $The bill of sale lists $Please note that the NADA guides Price Report dated April 15, lists the pricing for this car with options at $Clean Retail and $for Clean Trade-InConsidering the purchase price of $was less than NADA Clean Trade-in, let alone Clean Retail, the negotiated price was most fair.Second, the customer leads one to believe that there was no communication between him and our dealership from June 7, through October 18, This is not trueEfforts were made by our dealership to communicate with the customer with the progress concerning his issue and we can provide documentation to prove this if requested.Third, the customer writes, "they did not care about the expert opinion, they were sticking with their offer and I could "take it or leave it"." Once again, we spoke to the *** dealer and used the installation and pricing information to help us arrive at our second offerNever, during any part of our conversation, did we question the "expert opinion" of the *** representativeWe tried to explain to the customer that we were offering him goodwill assistance towards the repairThe customer could use the $towards the repair or whatever he choseIt was his money to use as he saw fit.Finally, on October 30, 2017, we received an email from the customerIt is as follows:"I received your reply to my complaint last week and have to say I don't understand your responseI have never asserted that my car was under warrantyMy assertion is that you are legally obligated to repair my car because you are the ones who damaged itThe fact that I bought the car from you and it didn't come with a warranty on the physical condition of the car is irrelevantThis is a simple tort case where you damaged my property and must now repair the damage that you caused and return my property back to the condition it was in originally.I honestly don't want to go back and forth on this any longer so here is where I am at I have consulted a lawyer about this issue and have been advised to take this to courtThe lawyer has told me that she would be very surprised if the court did not rule in my favorIf I take this route, I will be asking for $to do the repair in full plus an additional $because I will have to miss work for a day to appear in courtAlso, court fees will be included in the pay-out.However, I really do not want to do thisIt will be a major hassle for all of us, as one of you would have to appear in court as wellAs an alternative, I suggest the following:I have reached out to ***'s again and they told me that if I un-tint my windows myself, the cost of the repair would drop to roughly $300.I honestly just want this whole mess to be over with, so if you are willing to write a check for $300, I will accept that as a reasonable solution and this will be overI will withdraw my complaints from all the places I have contacted (if possible) and we can just pretend that this never happenedHowever, if you decide that this is still not acceptable to you, then I will have no further choice but to take this to court and let them make what they think a fair ruling on the matterI look forward to your reply and thank you for your time."We too have had a conversation with an attorney from the Pennsylvania Automotive AssociationHe contends that under the circumstances, the court would most likely rule in our favorHe also went as far as suggesting that our offer was more than necessary and to place a time limit on the customer to decide whether he will accept the offer for $If the customer refuses, withdraw the offer and let it go to courtOne more item; the customer also states that it costs roughly $to tint the windows if he un-tints the windows himselfThe experts at *** quoted us $199.99.In conclusion, we have to agree with the customer on one itemWe want this whole mess to be over with as wellToday, no matter where one looks; newspapers, television, internet, etc., everyone wants to complain, point fingers and be nasty towards one anotherIt seems as if the willingness of people to compromise is non-existent in the world todayIn this case, our customer notified the Revdex.com, the PA Attorney General for Consumer Affairs and Subaru of America! Why the drama? I now have letters from the office of the PA Attorney General and the Revdex.com to answerIf we had said, "Absolutely not!" to the customer's original request for assistance, then his concerns could be sent to the groups mentioned as well as turning this into a contest decided by a small claims courtBut, we did offer assistanceWe never intended this to become a cause to win, as it seems it has become for the customerWe honestly believe that we have handled our customer's concern legitimately and with respectWe will reach out one more time to him to discuss the situationWe can only hope that the customer will accept our offer and allow this "whole mess to be over".Sincerely,Forrest S
RE: Compliant ID: [redacted]Dear Ms. [redacted]As a business owner, I take any customer issue seriously and always try to resolve the issue amicably. Of course, when there is a situation that no matter how hard we have tried; we cannot completely satisfy the customer, it troubles me. After all, my last...
name is on the building.This situation is most discouraging; because it seems the customer wants to "win" a case that we feel should have never existed. He is accusing us of damaging the tint on a window during the delivery at the time of sale. The salesperson involved has repeatedly told us that he does not remember seeing the tear. Even the buyer admits that he did not see it until he arrived home. The salesperson did state that when the customer contacted him about it, he supposed that maybe he could have done it when removing the Buyers Guide that was on the window, but that was only an assumption. Considering the size of the tear in the photo, he said he definitely would have noticed the blemish and questioned how the customer did not see it as well, since it is on the driver's side.Nonetheless, we wanted to assist him. We initially offered him $50.00 towards the repair of the window. To make a long story short, the customer had his reasons that it was not enough compensation. We called the [redacted] dealer where the customer was planning to have the repair done and he provided us the price he quoted our customer. To remove and replace the tint on two windows would be less than $170.00 including tax. If the car did not need to have any previous tint removed, the charge to do the complete car would be $199.99. Believing it a most fair offer, we decided to offer our customer assistance of $200.00. Unfortunately, as he has written, this is still not acceptable.I would like to address a few claims made by the customer.First, the customer listed the purchase price of the car at $18000.00. The bill of sale lists $15177.00. Please note that the NADA guides Price Report dated April 15, 2017 lists the pricing for this car with options at $17675.00 Clean Retail and $15350.00 for Clean Trade-In. Considering the purchase price of $15177.00 was less than NADA Clean Trade-in, let alone Clean Retail, the negotiated price was most fair.Second, the customer leads one to believe that there was no communication between him and our dealership from June 7, 2017 through October 18, 2017. This is not true. Efforts were made by our dealership to communicate with the customer with the progress concerning his issue and we can provide documentation to prove this if requested.Third, the customer writes, "they did not care about the expert opinion, they were sticking with their offer and I could "take it or leave it"." Once again, we spoke to the [redacted] dealer and used the installation and pricing information to help us arrive at our second offer. Never, during any part of our conversation, did we question the "expert opinion" of the [redacted] representative. We tried to explain to the customer that we were offering him goodwill assistance towards the repair. The customer could use the $200.00 towards the repair or whatever he chose. It was his money to use as he saw fit.Finally, on October 30, 2017, we received an email from the customer. It is as follows:"I received your reply to my complaint last week and have to say I don't understand your response. I have never asserted that my car was under warranty. My assertion is that you are legally obligated to repair my car because you are the ones who damaged it. The fact that I bought the car from you and it didn't come with a warranty on the physical condition of the car is irrelevant. This is a simple tort case where you damaged my property and must now repair the damage that you caused and return my property back to the condition it was in originally.I honestly don't want to go back and forth on this any longer so here is where I am at I have consulted a lawyer about this issue and have been advised to take this to court. The lawyer has told me that she would be very surprised if the court did not rule in my favor. If I take this route, I will be asking for $500 to do the repair in full plus an additional $100 because I will have to miss work for a day to appear in court. Also, court fees will be included in the pay-out.However, I really do not want to do this. It will be a major hassle for all of us, as one of you would have to appear in court as well. As an alternative, I suggest the following:I have reached out to [redacted]'s again and they told me that if I un-tint my windows myself, the cost of the repair would drop to roughly $300.I honestly just want this whole mess to be over with, so if you are willing to write a check for $300, I will accept that as a reasonable solution and this will be over. I will withdraw my complaints from all the places I have contacted (if possible) and we can just pretend that this never happened. However, if you decide that this is still not acceptable to you, then I will have no further choice but to take this to court and let them make what they think a fair ruling on the matter. I look forward to your reply and thank you for your time."We too have had a conversation with an attorney from the Pennsylvania Automotive Association. He contends that under the circumstances, the court would most likely rule in our favor. He also went as far as suggesting that our offer was more than necessary and to place a time limit on the customer to decide whether he will accept the offer for $200.00. If the customer refuses, withdraw the offer and let it go to court. One more item; the customer also states that it costs roughly $300.00 to tint the windows if he un-tints the windows himself. The experts at [redacted] quoted us $199.99.In conclusion, we have to agree with the customer on one item. We want this whole mess to be over with as well. Today, no matter where one looks; newspapers, television, internet, etc., everyone wants to complain, point fingers and be nasty towards one another. It seems as if the willingness of people to compromise is non-existent in the world today. In this case, our customer notified the Revdex.com, the PA Attorney General for Consumer Affairs and Subaru of America! Why the drama? I now have letters from the office of the PA Attorney General and the Revdex.com to answer. If we had said, "Absolutely not!" to the customer's original request for assistance, then his concerns could be sent to the groups mentioned as well as turning this into a contest decided by a small claims court. But, we did offer assistance. We never intended this to become a cause to win, as it seems it has become for the customer. We honestly believe that we have handled our customer's concern legitimately and with respect. We will reach out one more time to him to discuss the situation. We can only hope that the customer will accept our offer and allow this "whole mess to be over".Sincerely,Forrest S[redacted]Spangler Subaru