Peoria Subaru

If I could give no stars, I would. We checked in our 2003 Subaru Baja there last Wednesday 6/8 at 12:30pm. The reason was the vehicle didn't pass emission due to the diagnostic port. While car was there we asked for an oil change. We expected to hear something on Thursday. All day long nothing. We called twice. Friday morning called again and left voicemail. Finally get a call back telling us the oil change had been done but they were down to only one technician and would look at the port issue and call us back. Later Friday (we went and got the vehicle just before closing), they called to tell us they could not determine what was wrong with the port and further diagnostics would cost more money and the fix could be minimal (wiring harness) or invasive. We picked up the vehicle and immediately made an appointment with another Subaru dealer. Took the car there (decent drive for us) today. We'd planned to drop it off with them even though we'd already been without it for 2 days at Peoria. Technician plugs computer into diagnostic port while we are there and absolutely nothing is wrong with the port. Nothing diagnostically wrong with the car at all.

[redacted] review with photos and attachments can be found at:

[redacted]CONSUMER TIP: See my [redacted] review photos [redacted]source=(direct)) for true dealer cost for new 2016 Subaru Outbacks (i.e. Dealer Invoice minus Dealer holdbacks and incentives). The sales staff here inadvertently handed me the sheet with invoice pricing AND dealer holdbacks (incentives) for all 2016 Subaru Outback models. If you're in the market looking for a new 2016 Subaru Outback, look up your model's invoice price and then deduct all dealer holdbacks to arrive at true dealer cost.

[redacted]SHORT STORY:

- Terribly hostile and unresponsive Sales staff (particularly CHRIS D[redacted]).

- Unethical business practices ("forgot" to include my $1,000 deposit in final purchase order).

- Won't install already paid for dealer accessory unless I give "all 10s" perfect score on manufacturer's survey.

- Unnecessary fees (e.g. Vehicle Prep Fee of $895 on a new Subaru).

- High Dealer Doc Fees ($479)

- Made it impossible to take delivery (wanted us to back out of the deal so they can sell the car to someone else)

- Bait-and-switch pricing practices (low advertised price but mandatory dealer-add-ons).

- Potentially illegal practices when mandating Social Security # disclosure regardless of financing source.

[redacted]FULL STORY:

I custom-ordered a high demand car from the factory after a $1,000 deposit using Subaru's VIP Pricing program (no-haggle 2% below invoice). After 3 months of waiting (manufacturing + shipping), I arrived to take delivery. From the day I placed the order, I had made it clear that I'd pay with my own financing. Since I had my own financing, I declined to provide my Social Security Number (SSN) at delivery.

At this point, the sales manager, CHRIS D[redacted], abruptly started screaming at me & my wife demanding to know why we wouldn't want to use dealership financing. I calmly explained that we had a check from our credit union for the balance, and SSN was not required. At this point, CHRIS D[redacted] stood up screaming at me & my wife stating "We do not want customers like you. I don't want to do any business with people like you. You can take your money and go away. I can sell this car for way higher than the price I am giving you in less than a day." After this tirade, Mr. D[redacted] stomped out leaving us standing in the middle of the Sales floor.

After being completely humiliated in front of other customers and sales staff, we were asked to walk away from our factory-ordered car after a 3-month wait. With as much humility and grace we could muster, we decided to walk out - but they wouldn't let us. The sales associate, BOB S[redacted], had keys for my trade-in. So, we were left waiting on the sales floor after this hostile outburst without any car. We were told

While waiting for my old car keys, I threatened to contact Subaru of America, a finance associate, DAVID H**, stopped us and agreed that my SSN is not required to complete the transaction. He asked us to come back and finish the deal. It took the dealership another 1.5 hours to "prepare the paperwork." We had been at this dealership for 4.5 hours now. On the final purchase order, DAVID H**, conveniently "forgot" to include the $1,000 down payment we had made when we ordered the car. After all this drama, we were too exhausted to catch this mistake and simply wanted to leave the dealership with our car.

But, we couldn't. DAVID H** & CHRIS D[redacted] would not release the new car until the check from my credit union cleared because I did not provide my SSN for a back up contract. This is on top of a down payment and my trade-in. Furthermore, they refused to provide a loaner (standard practice) until funds cleared or allow me to lock in my trade-in pricing. We were told that the car would be available for pick up in 7-10 business days (about 2 weeks).

So, after 3 months of waiting on an ordered car, followed by a 4.5 hour humiliating ordeal & $1,000 overpayment, no car.

After 12 calls and 7 e-mails, KEITH D[redacted], the general sales manager got involved. He promised to refund me the $1,000 for the down payment which was omitted from the final paperwork (and did so within a week). Keith also agreed to pay for my car rental expenses while my credit union check was being cleared along with my transportation costs.

Finally, I was able to pick up the car only to realize that the dealership did not install an accessory. We had requested the installation 1 month before delivery and paid for parts and labor. The Sales Consultant, BOB S[redacted], stated that the dealership would not install the accessory until I completed the manufacturer's survey and gave the dealership a "perfect score of all 10s." I was asked to come back again to install the accessory.

Completely exasperated with this news, I calmly stated that I never wish to return to [redacted]. Finally, they agreed to mail me a check for the accessory and labor. Attached are photos documenting the same.

Unless this is your last resort, go elsewhere. [redacted]'s practices are definitely unethical & most probably illegal.

I test drove a [redacted] vehicle on 5/5/15 at Peoria Subaru (aka Moore Chrysler Jeep & Subaru). They were trying to get rid of a 2014 and discounted the price to $25,999. After negotiations, they agreed to give me a trade-in value of $16,000. for my used vehicle. They wanted me to use their financing company and I explained that I could get a much better interest rate through my credit union (.99%). They wanted to close the deal that night, but I explained that I alread had an open vehicle loan application with my credit union and needed the VIN number in order to complete application. They provided the VIN number to me, and I indicated that I would complete the loan application and bring a check in on May 11th. I received loan approval and paid extra to have the documents sent by express service.
I had a follow up conversation with the salesman on May 7th confirming that I had the check and would come in on the 11th.
I phoned the salesman the morning of the 11th to find out what I needed to bring with me in order to close the deal and pick up the vehicle. He told me I needed my checkbook, title, insurance card, and drivers license. Arrangements were made for me to come in between 1:00 and 2:00 PM with the check, and my trade in vehicle. At no point was I informed during any conversation that the deal depended on financing through Subaru.
When I arrived at the dealership, I was informed that the previously negotiated deal couldn't be completed because I would need to finance the car through a Subaru financing service. They said that they would lose out on a $1,000 rebate if we didn't use their financing. (The salesman told me during negotiations that this was a rock bottom price because Subaru doesn't ever offer any rebates.)
After expressing my objections, one of the managers was summoned. I again recapped what had taken place with regard to the conversation about obtaining my own financing. His response was they wouldn't honor the deal and said "you didn't go through me", and that he would have to talk to the salesman. He said that "if you want the car and want to use your own financing, you'll need to pay the difference of the $1,000 rebate".
This was very unscrupulous and a total waste of my time. I now need to reapply for a loan for a different vehicle. The check was made out to the dealership for the amount of that vehicle with that specific VIN.
This reflects very badly on Subaru as far as I am concerned. Never even an apology or an offer to try to work out a compromise. Very poor business practices!

Review: Here are the facts pertaining to my purchase of a 2014 Subaru Legacy from Peoria Subaru, [redacted], where I was lied to and taken advantage of, causing me to pay more than MSRP (for a vehicle typically discounted below MSRP) and purchase product I have no need for, while paying excessively and unfairly for these added, often useless products.

We arrived to Peoria Subaru to look at a Subaru, with no intention to buy a car considering, I am currently pre-occupied with my health following a cancer diagnosis. I shared this fact with the staff at Peoria Subaru and obviously, didn’t want to be hassled and needed to have an easy car shopping experience. In reviewing cars, my elderly wife and I identified a 2014 Subaru Legacy at the dealership and during our discussions with [redacted], the salesperson, and [redacted], nicknamed “[redacted]”, the Sales Manager, agreed to the following items:

a. 0% APR financing for 72 months… in actuality, I paid 1.84% APR.

b. $15,000 trade in value on my [redacted] (VIN: [redacted], four wheel drive, GPS and all upgrades). In actuality, they gave me $11,250 for the trade-in or $3,750 less than promised. The Sales Contract indicated $11,250 for my trade-in and when I later questioned the document with [redacted], the Finance Manager, he told me that this part of the contract was of no concern to me and that I would receive $15,000 trade-in value. I trusted that the difference was calculated somewhere else only to discover I was bamboozled!

c. $1,200 off MSRP of manufacturer’s window sticker price: The sticker price of the vehicle is listed at $30,846 (VIN: [redacted]) however, the price I was charged on Buyer’s Order indicates $31,046 which is $1400 higher than promised!

After 1.5 - 2 hours, we went into [redacted]’s office, to sign the paperwork spending another 3.5 hours in Finance (as they wore me down). In calling the other Subaru dealerships in the area (who are far more ethical than Peoria), I have been told 45 minutes in Finance is average. The buyers order was not attached to the paperwork given to me and it legally should have been. I was able to retrieve it afterward (and other documents) and see the following unfair, unethical pricing;

a. $1,400 over payment of an extended warranty vs. other Subaru dealership in marketplace. I paid $3,400 vs. $1,999 other local Subaru dealerships would charge.

b. $4,975 dealer add-ons? (Not listed whatsoever on the buyer’s order and should be…what is it for?)

c. There is no signature on the buyers order and I was never presented with this document until I insisted on a copy a few weeks later. Am I legally bound to a document I never signed?

Additionally, we want the following items cancelled and refunded at 100% = $10,165, or $10,265 (it’s noted differently on Finance Contract vs. the Buyer’s Order):

a. Vehicle Service Contract $3,400 (or $3,500 as indicated on some paperwork). Again, another local dealer sells this coverage for $1,999 or less. This service duplicates and totally negates the need for Road Hazard Tire & Wheel coverage I was sold in Item b.) below.

b. Road Hazard Tire & Wheel $995… a duplicate charge of Item a). above, plus it is also covered in the 2 year, 24,000 complimentary maintenance offered on my vehicle by Subaru of America

c. Paint Protection Sealant system $995 (Not installed yet, again unnecessary).

d. Anti Theft System $995 (Alarm not activated) This overcharge is simply for turning on the alarm system.

e. Brake Safe $1,990 (Not installed yet). The cost online for this is $23 at www.[redacted].com and the local Subaru dealer won’t even sell this product because it is worthless to the consumer. I have come to find out that Brake Safe does nothing more than flash the third brake light 3 times when stopping!

f. GAP $795 Unnecessary as it will never be needed, since I had such a large trade-in amount.

g. ATP Etch $995 (Sold by most local dealers for <$200.00)

Note that pricing is not consistent between the buyers order, service contract and product disclosure (none of which I was given at time of purchase). [redacted] did not disclose or itemize any accessories on the finance contract and/or the buyer’s order, which is a regular business practice, and they took severe advantage of me in the fragile condition that I am currently in with my cancer diagnosis. In the selling price of the car, they included all the accessories, dealer adds and etch with no breakdown whatsoever, again not an ethical business practice and clearly in violation of Fair Lending Laws. There should have been a line breakdown for each item purchased. Lastly, they overcharged me $10.00 for the AZ license plate registration and clearly did not give me the license plate credit from my trade for which I am due.

Peoria Subaru and [redacted] are completely unethical and overcharged me in total $15,315 (plus plate registration & overcharge)! They lied and took advantage of me regarding other issues such as (making it next to impossible to) obtain a refund on the extended warranty… plus, obtaining the floor mats that were part of the deal and included on the manufacturer’s window sticker and listed as standard equipment.

I am a War Veteran, served my country fair and square. I don’t deserve this and neither do the likely hundreds or thousands of other customers that [redacted] is taking advantage of in their business dealings. I certainly am not the first and unless you address it, I won’t be the last. Please help my elderly wife and me with this purchase.

Subaru of America should be ashamed of associating themselves with a shady and totally unethical dealer like this (but I'm happy to say another Subaru dealer in town is ethical and fair.)Desired Settlement: $15,315 (plus plate registration & overcharge) or full refund of purchased vehicle, less the $3400 they just sent for the cancellation of the warranty.

Business

Response:

RE: [redacted] Complaint ID [redacted]

We are responding to the above complaint and we realize that there are unresolved issues with the purchase of their 2014 Subaru Legacy. We would be more than happy to meet with the [redacted]'s at the Dealership to help resolve their concerns. Please contact [redacted] or [redacted], at the [redacted]'s earliest convenience, to come into the dealership to resolve their concerns.

Sincerely,

GM/Owner

Peoria Subaru

Peoria, AZ 85382

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

[redacted] & [redacted]

I appreciate that Peoria Subaru acknowledges there are unresolved disputes. They ask me to come into the store, however I have attemped already to rectify the situation by coming into the store and with several calls...all which provided absolutely no resolution. My proposed action is detailed in the letter they have and I expect that they either buy the car and all the bogus warranties and products back from me or they pay me a check for the amount indicated in the letter. There is no point in further meetings where I suspect they will strategize to bamboozle and confuse me again. Also, as they know I have a serious cancer diagnosis am being treated for it and my current health doesn't allow me to come into the store or handle any further anxiety caused by them. My health can't stand for it...Peoria Subaru should have their license removed. They can simply send me a check for what they owe me or buy back the car for what they sold it to me for.

Business

Response:

October 29, 2013

Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014

RE: Complaint ID# [redacted]

Dear Ms. [redacted]:

We are following-up on the above complaint from [redacted] & [redacted]’s purchase of their 2014 Subaru Legacy. As previously stated Peoria Subaru would be more than happy to meet with [redacted] or [redacted] at the Dealership in order to help resolve any of their concerns. Due to the numerous financial issues of concern will require a face to face meeting at the Dealership.

Peoria Subaru must point out that on July 29, 2013 [redacted] and [redacted] accepted a Goodwill Settlement check in the amount of $1,000.00. Cashing of the Settlement check lead us to believe that the issues were resolved.

Please contact [redacted], Owner or [redacted], Finance Director at

[redacted] at the [redacted]’s earliest convenience to schedule an appointment.

Sincerely,

GM/Owner

After my wife got into a collision that totaled our brand new 2014 Forester (3 weeks old at the time), we decided to replace it with a just-released 2015 Forester with Eyesight because of all the safety features. Both cars were bought from a different dealership. This review is for the service department of Moore Automotive Group's Peoria Subaru.
Car has 80k miles now. Since Peoria Subaru was the closest, we take it there for regular maintenance. Brandon was our original Service Advisor - he was good. Unfortunately, Brandon left and Dan became our fairly new advisor for at least 3 or 4 times now.
On 3/22/2016 (1st visit), Check Engine Light (CEL) pops up, ALL SAFETY FEATURES DISABLED. For all the safety features to be disabled is a major concern for us, obviously. We decided to take it to Peoria Subaru. Dan took the case. He told us they were booked 3 or 4 days out, but would try to accommodate. After 3 hours of waiting, technician couldn't find any leaks. They cleared the CEL (P0171 lean code). Dan told us to schedule an appointment if it ever came back. He added they needed the car for a whole day to perform a more detailed analysis. Fair enough.
On 3/29/2016 (2nd visit), CEL is back (same code), ALL SAFETY FEATURES DISABLED. But this time, wife smelled gas fumes so she decided to take it back to Peoria Subaru right away fearing a gas leak. Dan took the case. She checked-in at 7:30am and told Dan that I would be waiting at the customer's lounge in her place. So I wait patiently knowing they were busy (wife told me). Dan sees me sitting there at least a couple times as the day went by. He obviously recognized me from last time I was there. I see every other customer coming and going but not a peep from Dan. By this time it was 3:30pm (8 hours of waiting). Naturally, I ask Dan for an update. He acted like he didn't know I was waiting there all along, and he even made it sound like my wife didn't tell me they were busy, and that they haven't even started looking at it... after 8 hours???. Long story short, I expressed my displeasure and asked for a survey form. Not only then did he act on it. After an hour or so later, CEL turned out to be a firmware update. They couldn't find this out during the 1st 3-hour visit??? But the most irritating part of all is being told he would have taken care of it sooner had he known I was waiting. So they could have taken care of it sooner after all but didn't??? UNACCEPTABLE!
I don't know if this is a case of sheer incompetence on the part of the technician, or complete lack of respect for people's time by Dan, or the Service Manager's lack of leadership for letting this kind of behavior in a "service" department no less. In any case, this reflects poorly on Peoria Subaru because these people represent the company.
Look, I'm not asking for any special treatment here. This is not a self-entitlement issue. But, just like any other customer, I DO EXPECT TO BE TREATED FAIRLY. To those who will be reading this review, you be the judge. As for me, I'm taking my time and money elsewhere. Peoria Subaru does not deserve my business.