Premier Subaru Watertown

Complaint: [redacted] I am rejecting this response because: The condition of the part only became an issue when the dealership used it as an excuse to not refund the money after it was clear that it was the wrong part for my carIt's the only technicality they can use to keep my money after they looked up the part, ordered the part, shipped the part and took my money FOR THE WRONG PART Sincerely, [redacted]

Please see attached purchase order signed by Ms [redacted] with mileage correctly stated as miles as well as her H-13, state of CT form for registration and title, at same mileage and signed along with her odometer statement on the vehicle correctly stated and signed by herWe have tried repeatedly to please this customer but her demands are not reasonable in our opinion We offered her a $service credit and she asked for cash We mailed her a check and she then returned it stating $was an insult.We offered to take the vehicle back in trade on another that we could factory order so it had no miles on it but she refused stating she would not be liable for the mileage that was put on the vehicle while she drove it in the meantime nor would she pay the required state fees she would be required to pay to register and title yet another vehicleAgain, we feel we have tried to please Ms [redacted] , like we do all of our customers every month and every year - we are out of reasonable options to offer

To Who It may Concern; We did not ship any part to this customer The part was drop shipped directly from [redacted] to the customer's address, as is a standard industry practice and one which we have never had an issue with in all the prior years as a *** dealer The customer has repeatedly threatened our business via email to "light up the internet" with poor reviews and complaints which is unappreciated considering we have done nothing inappropriate or outside our stated policies The part that he ordered was shipped to him and is non-returnable He has already confirmed via email that he is aware of our policy - he thinks he got around it by shipping it back to us (also stated in his emails) and that is not the case We are happy to return the part, which we saw for the first time when he shipped it to us against our policy Sincerely, Kerri P [redacted] Vice President and General Manager [redacted] of Watertown

To Who It may Concern; We did not ship any part to this customer The part was drop shipped directly from [redacted] to the customer's address, as is a standard industry practice and one which we have never had an issue with in all the prior years as a [redacted] dealer The customer has repeatedly threatened our business via email to "light up the internet" with poor reviews and complaints which is unappreciated considering we have done nothing inappropriate or outside our stated policies The part that he ordered was shipped to him and is non-returnable He has already confirmed via email that he is aware of our policy - he thinks he got around it by shipping it back to us (also stated in his emails) and that is not the case We are happy to return the part, which we saw for the first time when he shipped it to us against our policy Sincerely, Kerri P [redacted] Vice President and General Manager [redacted] of Watertown

7/6/4:PM ESTWe are done responding to this claim based on the repetitive nature of the continued complaint Nothing has changed, no new facts have been uncovered We have a clear policy and we have not deterred or rescinded that policy in any form.We are no longer going to go back and forth debating things that have no basis in fact

The remote that was erroneously attached to the second set of keys was for a remote start on another used [redacted] It had been inadvertently attached to the wrong spare set of keys and we had been searching for it for several days This has already been explained to [redacted] several times.It was non functioning because it did not belong to the vehicle [redacted] purchasedThe vehicle had been negotiated and test driven and sold to her without any key fob ever being present or discussed It was erroneously handed to her moments before she actually left with the vehicle in the Finance office It was clearly not ever portrayed to be keyless entry as it wasn't even that type of key fob and did not operate anything on the vehicle she purchased so there would be no way it was ever presented or misrepresented to her.The online reference she mentions was on a third party website and those websites always state that they are not responsible for typographical errors We were not able to confirm whether the vehicle ever was represented that way on the third party site as once the vehicle is sold it removes automatically so by the time she mentioned it days after her purchase it was no longer on the site.The vehicle was never represented or demonstrated to her as having keyless entry either when she was considering her purchase or after she purchased The entire topic only came up due to an accidental incident with another vehicle's remote start fob, not keyless entry, being attached to the key ring of the spare keys inadvertently.We can not "add" keyless entry however we did check with the local [redacted] dealer and the cost to purchase keyless entry for the vehicle is approximately$for programming and one key fob and we would be happy to facilitate that process with the local [redacted] dealer if [redacted] would like to purchase keyless entry It is not something we can even do ourselves at our dealership as we do not have the [redacted] computer system needed to activate the computers in the vehicle

Complaint: ***
I am rejecting this response because:The reply from the business is not only inaccurate, but appears to be an intentional lieAttached is a Word document in which I copied the exact emails that CJ*** and I exchangedThere are more, but these three show that CJ*** authorized the return of the partThe part was in FACT the wrong partAs I explained in several other emails to CJ***, they sent me a part for a *** alternator and I don't have that style alternatorAs to the "used" nature of the part...I am not contesting that factHowever, I WAS NOT THE PERSON TO INSTALL THE PARTThe part was shipped to me already usedThey are using that as a technicality to keep my money, since they admit in the emails that I am entitled to a refund if the wrong part was shippedTheir associate insisted to me that it was the correct part for my carHowever, it is not the correct part for the alternator that is in my carPer CJ***'s own words verified by his manager: If the part came in it's own box and not sealed, then it can be refundedI shipped it back, not to "get around their policy" as the business alleges, but because C J *** TOLD ME TO RETURN IT AND PROVIDED THE ADDRESS AND RETURN NUMBER, which the Revdex.com can see from his own emailSince the part CAN'T be installed in the type of alternator that is in my car AND I shipped the part back with the bag of screws unopened, I couldn't possibly have tried to install itBecause the very screws that would have made the markings they refer to are still in their bag and there are no holes in my alternator to receive the screwsIt is a different style altogetherBottom line is this: A) They shipped me the wrong partB) I did not and can not install the part in my alternator as the part is completely differentC) Even it it was drop shipped from another location, they are the ones who placed the order and took my money, thus they are responsible for refunding me for ordering the wrong partThey have the part back in the exact condition that I received it inThey are just keeping my money without providing me the service that was promised
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
The reply from the business is not only inaccurate, but appears to be an intentional lieAttached is a Word document in which I copied the exact emails that CJ*** and I exchangedThere are more, but these three show that CJ*** authorized the return of the partThe part was in FACT the wrong partAs I explained in several other emails to CJ***, they sent me a part for a *** alternator and I don't have that style alternatorAs to the "used" nature of the part...I am not contesting that factHowever, I WAS NOT THE PERSON TO INSTALL THE PARTThe part was shipped to me already usedThey are using that as a technicality to keep my money, since they admit in the emails that I am entitled to a refund if the wrong part was shippedTheir associate insisted to me that it was the correct part for my carHowever, it is not the correct part for the alternator that is in my carPer CJ***'s own words verified by his manager: If the part came in it's own box and not sealed, then it can be refundedI shipped it back, not to "get around their policy" as the business alleges, but because C J *** TOLD ME TO RETURN IT AND PROVIDED THE ADDRESS AND RETURN NUMBER, which the Revdex.com can see from his own emailSince the part CAN'T be installed in the type of alternator that is in my car AND I shipped the part back with the bag of screws unopened, I couldn't possibly have tried to install itBecause the very screws that would have made the markings they refer to are still in their bag and there are no holes in my alternator to receive the screwsIt is a different style altogetherBottom line is this: A) They shipped me the wrong partB) I did not and can not install the part in my alternator as the part is completely differentC) Even it it was drop shipped from another location, they are the ones who placed the order and took my money, thus they are responsible for refunding me for ordering the wrong partThey have the part back in the exact condition that I received it inThey are just keeping my money without providing me the service that was promised
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:*** *** is simply denyingRegardless of the condition that I received the part, they will simply continue to denyI asked CJ*** in the emails to examine the box1) If he included a photograph of the box, no rational person can claim that it was a NEW part that they shipped to me2) No mater how many times I point that out, they just say the part was used3) I am conceding the part was used4) However, the part was not USED BY ME...it was a part that was already in used condition5) They have no photo of the part and box prior to shipping to me6) Therefore, they have conveniently relied on a he-said-she-said approach7) If they claim I can't prove it was in new condition when I got it, they also by default prove they can't claim it was new when they shipped it8) Just this week I had to order a part from a local Volvo dealershipIt came in a NEW box with a part that was wrapped in sealed plasticThat's not what I got from *** *** of Watertown, CTThey shipped the WRONG part and it was in USED condition in a beat up box when I received itThey owe me a refund because THEY violated the terms of serviceI ordered a NEW part from them and they shipped the WRONG part that was also in USED conditionSince they have the part (they provided photos of said alleged part), then that means they also have the box it was shipped to me and returned by me inIn multiple emails to CJ*** I pressed him about the condition of the boxHe stopped replying to me when I brought that upThe box was crushed, it had some of the outside ripped off, and the bottom was taped togetherWhen I pulled the part out of the box it was not wrapped in plastic as new parts areThe bag of screws, however, was in plastic and I returned that UNOPENEDThus, How can I possibly install a part that is incompatible to my car in every way without opening the bag of screws? Revdex.com, please address this as *** *** is simply stalling
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:"The registration issue was due to Mr***' insurance form and ** forms"- This statement is both incomplete and inaccurate. The forms were completed and signed by myself upon the purchase of the vehiclePremier Watertown decided to fax these vehicles to the registry, which is not allowed, rather than submitting the forms in person. They neglected to contact me regarding the issue, resulting in a Premier employee showing up at my home unannounced while I was at work. I was forced to take time out of my work day to call my insurance company, print & sign documents, and wait for their employee to show up at my work place to pick up the papersThe excessive amount of time and additional money spent was due to their own errors."He contacted us about some things he wanted done to the vehicle that he had already purchased"- The issues that I wanted to address included a tire rotation due to the excessive wear on the front tires, and the rattling of the heat shields, which is a well known issue with Subaru's, as well as an obvious safety issueThe car was unable to be "officially inspected" due to Premier's errors in processing the registration, so I had a "mock inspection" done in the mean time to quickly find out if the tint percentage was in fact illegalAfter all, the state of *** only gives owners a day period upon the purchase of a vehicle to get it inspected. During this mock inspection, the inspector used a certified tint gauge to measure the tints, finding that the two back passenger windows had a grade of 20%, while the rear window had a reading of 18%*** state law regulates that window tints be no less than 35%.I was reassured throughout the process by my salesperson, Robert P***, aka "Bo" that if the tints were deemed illegal, they would be removed without any issuesIt is accurate that I did not get this in writing before purchasing the car, however, due to the lack of communication on Premier's side, I'm not surprised that their dishonesty would also be reflected in this reportAs of November 23, I have taken the car to a professional tinting location and have had the tints removed for an out of pocket expense of $100.00, allowing me to take the car to be reinspected and passedI am absolutely shocked at Premier's dishonesty regarding the tinting removal situationThe only reason I purchased this vehicle was due the trust that Premier would keep to their word to remove the tints if I had any problems."Mr*** has an appointment Tuesday evening to drop the vehicle off in regard to the tints and is supposed to be bringing the inspection report so there is no action we can take at this time without it."- I will not be bringing the car in regards to the tints, as the vehicle has already been professionally stripped of the tint. Might I add, during a conversation I had over the phone with the sales manager, Carmen, he admitted to me that he does not even have a staff member on the service team capable of removing the filmI would be out of my mind to have allowed any one on his team to attempt to service my vehicle, especially after he threatened not to have my car serviced at all if I were to contact the Revdex.com."It is accurate that we are hesitant to remove the rear window tint as it frequently causes an issue with the rear defroster. To the best of our knowledge it was never verbally agreed to by his salesperson. It absolutely is not in writing from time of sale and we have told him in writing since that we will not absorb that cost for professional removal."- As I stated previously, Premier has admitted to me that they do not even have staff members who specialize in removing tintIt is so unfortunate that I must absorb these costs due to the dishonesty of Premier's salesperson and representativesI have found that you really can't trust anyone in this day and ageShame on Robert, Carmen, and Kerri P*** for their handling of this situation. I will not be doing business with Premier in the Subaru, and will be urging friends, family, and social media users to look for their new vehicle purchases elsewhere
Sincerely,
*** ***

No paperwork was ripped up, the preliminary purchase order Ms*** references has never been in dispute. We have already acknowledged to her in person, as well as in writing, that there was an error made on her original order. This fact is why we offered the $good will gesture to begin with. Ms*** accepted that offer and continued with the deal and signed all the final paperwork I have previously forwarded and physically took delivery of the vehicle after she was aware (and signed all the documents) of the accurate mileage on the vehicle. She made an informed and legal purchase.The vehicle is now titled and registered to her with the state of CT due to her decision to move forward. We will gladly re-issue another check for $100, which is what we mutually agreed upon and Ms*** signed a document agreeing to the $good will gesture that she has since refused

Mr*** bought a vehicle in the State of CT that was sold in legal condition forThe registration issue was due to Mr***' insurance form and ** forms and we spent an excessive amount of time and additional money getting it handled in a timely manner. He contacted us about some things he
wanted done to the vehicle that he had already purchased that were not deemed to be inspection issues, as he had not even had the vehicle inspected and were not mechanical issues that ** would normally even inspect. We asked him to please have the vehicle inspected and we would work with him on any issues - he has yet to advise us of the inspection.Mr*** has an appointment Tuesday evening to drop the vehicle off in regard to the tints and is supposed to be bringing the inspection report so there is no action we can take at this time without it. It is accurate that we are hesitant to remove the rear window tint as it frequently causes an issue with the rear defroster. To the best of our knowledge it was never verbally agreed to by his salesperson. It absolutely is not in writing from time of sale and we have told him in writing since that we will not absorb that cost for professional removal

In no way are we stalling - there is nothing to stall. There was no mention of the part looking "used" or any issue with the box when the part was received. Again, as stated multiple times prior, the part was not shipped from our dealership. It was drop shipped directly from *** and they only have new unused parts in their warehouse - they do not stock or sell used parts. If the part was received in poor condition, one would think that would be the primary concern of the customer's when received and yet it was never mentioned until we received the part back and sent pictures to him stating it would not be refunded due to the conditionWe are done with this interaction. If the Revdex.com would like to contact us directly, they are welcome to do so but our policy is clear and was available to the customer prior to purchasing and restated prior to returning.
Sincerely,
Kerri P***
Vice President
Premier Auto Group
General Manager
Volvo of Watertown
Straits Turnpike, PO Box Watertown, CT Phone: ###-###-####
Direct: ###-###-####
Fax: ###-###-####
www.volvoofwatertown.com

No paperwork was ripped up, the preliminary purchase order Ms*** references has never been in dispute. We have already acknowledged to her in person, as well as in writing, that there was an error made on her original order. This fact is why we offered the $good will gesture to begin with. Ms*** accepted that offer and continued with the deal and signed all the final paperwork I have previously forwarded and physically took delivery of the vehicle after she was aware (and signed all the documents) of the accurate mileage on the vehicle. She made an informed and legal purchaseThe vehicle is now titled and registered to her with the state of CT due to her decision to move forward. We will gladly re-issue another check for $100, which is what we mutually agreed upon and Ms*** signed a document agreeing to the $good will gesture that she has since refused

Complaint: ***
I am rejecting this response because:
I am concerned about the discrepnancies is MsP***'s response The following are not accurate:1) I did not ask for cash...it was offered cash by MrJ*** 2) We offered to take the vehicle back in trade on another that we could factory order so it had no miles on it but she refused stating she would not be liable for the mileage that was put on the vehicle while she drove it in the meantime nor would she pay the required state fees she would be required to pay to register an d title yet another vehicle.This is not completely accurate....I refused the offer because the cost to me for a comparable vehicle would have been: dealer conveyance fee $498.00, VIN etch $219, Nitrogen service $89.00, Auto Armor $499.00....plus the state sales tax, registration, and the mileage on the present car I was drivingI've pasted below a copy of Rich's email.3) MsP*** states that no paperwork was ripped upThat is untrueI signed all of the *** paperwork with SherriOn that paperwork, miles was reported on the odometerWhen I was brought out to the car to drive it away, I sat in the driver's seat, turned on the ignition, and saw the mileage discrepancyI questioned the salesman who was working with me at the time, and he brought me inside and eventually, after telling all that I was unhappy and didn't think this was the right vehicle, I was asked and at that point I was somewhat intimidated, to re-sign *** paperwork with SherriIn my presence, Sherri ripped up the *** paperwork that I had previously signed which stated miles on the odometer.4) Regarding the $compensation: Had I been aware of the amount of mileage on this car when I placed my $deposit down and signed the preliminary paperwork, I either would not have bought this particular car or I would have negotiated a different price which definitely would not have been less than a $discount After Rich J*** determined that this VIN matched the VIN of the car for which I signed paperwork on August 31, I learned that this vehicle had been driven from a *** dealership and that is why it had the extra miles on itAI don't know how hard or carefully those miles were driven and BIf the dealership knew this about the vehicle, why was the preliminary paperwork on August 31st approved stating miles? If this was merely error by the salesman, which is what I have been told, then why was the paperwork approved by Rich J***, who seemingly knew that this car was driven from ***?I cannot accept only $to resolve this issueSincerely,
*** *** I was unable to attach Rich's email ...here is a copy and paste of the email:Trading your Crosstrek(2)ImportantRich *** ***>To***CCKerri P*** Carmine V***Sep at 5:PMHi ***, These are the numbers as we spoke of earlier todayYou paid $24,for your CrosstrekYour trade was $16,000Vin Etch $219Nitrogen Service for tires $89Auto Armor $499Registration $159.20Dealer Conveyance Fee $498Sales tax $591.31Total $10,Here’s what the second Crosstrek would cost: Price $24,007Trade in $24,less $per miles that you drive this Crosstrek above miles (as delivered) Since Vin Etching is not yet on car, it is optional to you.Since Nitrogen Service has not been done to car, it is optional.Since Auto Armor is not yet done to car, it is optionalSo the only money this would cost you is:Dealer Conveyance Fee $498Registration fee of approximately $Depending on how many miles you drive between now and when the new car comes in will be the only variable Example, if you drive miles between now and when the new car arrives, your trade would be worth $100x(miles divided by 250=3) less than $24,007, or $23,So the final number really can’t be tabulated until we determine the final miles on the first Crosstrek I know this sounds confusing so I suggest we wait until the second Crosstrek arrives and then, once we determine the miles on your Crosstrek, we can then come up with an accurate totalI will contact you when the second Crosstrek arrivesThanks, Rich

Mr*** bought a vehicle in the State of CT that was sold in legal condition for
The registration issue was due to Mr***' insurance form and ** forms and we spent an excessive amount of time and additional money getting it handled in a timely manner.
He contacted us
about some things he wanted done to the vehicle that he had already purchased that were not deemed to be inspection issues, as he had not even had the vehicle inspected and were not mechanical issues that ** would normally even inspect. We asked him to please have the vehicle inspected and we would work with him on any issues - he has yet to advise us of the inspection.Mr*** has an appointment Tuesday evening to drop the vehicle off in regard to the tints and is supposed to be bringing the inspection report so there is no action we can take at this time without it.
It is accurate that we are hesitant to remove the rear window tint as it frequently causes an issue with the rear defroster. To the best of our knowledge it was never verbally agreed to by his salesperson. It absolutely is not in writing from time of sale and we have told him in writing since that we will not absorb that cost for professional removal

Complaint: ***
I am rejecting this response because: There has been no resolution The business, as a large corporation, feels they could stomp on unsuspecting consumers They made a large error by selling a car with the wrong mileage I made an error by not knowing that I could have canceled the deal and not take the car I found their error and reported it to them before I left the lot If I had not done that, their *** paperwork would have reported miles This is a fact Attached is the paperwork that I signed when I paid the downpayment on the carThe paperwork Kerri P*** has attached to her response is paperwork that I signed after the original mile *** paperwork was ripped up As I have stated, I was a consumer without the knowledge that I could have canceled the transaction even though the registration and paperwork had been completed Woulld they have let me take my old car home with me? I should have asked Did they suggest that I not take the new car with the wrong mileage? No they did not They could have told me my rights at that point but they did not
The $offered or the expensive traoffer are not adequate compensation
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
*** *** is simply denyingRegardless of the condition that I received the part, they will simply continue to denyI asked CJ*** in the emails to examine the box1) If he included a photograph of the box, no rational person can claim that it was a NEW part that they shipped to me2) No mater how many times I point that out, they just say the part was used3) I am conceding the part was used4) However, the part was not USED BY ME...it was a part that was already in used condition5) They have no photo of the part and box prior to shipping to me6) Therefore, they have conveniently relied on a he-said-she-said approach7) If they claim I can't prove it was in new condition when I got it, they also by default prove they can't claim it was new when they shipped it8) Just this week I had to order a part from a local Volvo dealershipIt came in a NEW box with a part that was wrapped in sealed plasticThat's not what I got from *** *** of Watertown, CTThey shipped the WRONG part and it was in USED condition in a beat up box when I received itThey owe me a refund because THEY violated the terms of serviceI ordered a NEW part from them and they shipped the WRONG part that was also in USED conditionSince they have the part (they provided photos of said alleged part), then that means they also have the box it was shipped to me and returned by me inIn multiple emails to CJ*** I pressed him about the condition of the boxHe stopped replying to me when I brought that upThe box was crushed, it had some of the outside ripped off, and the bottom was taped togetherWhen I pulled the part out of the box it was not wrapped in plastic as new parts areThe bag of screws, however, was in plastic and I returned that UNOPENEDThus, How can I possibly install a part that is incompatible to my car in every way without opening the bag of screws? Revdex.com, please address this as *** *** is simply stalling
Sincerely,
*** ***

We apologize for not responding sooner.  The issue was resolved with the customer immediately upon receiving your original email.Unfortunately, there were several prior communications with this customer but they were always messages.  We needed the customer's credit card # in order to...

process the credit - I am unclear why that was not properly communicated but it was resolved immediately once we were made aware of the issue.The customer now has been fully refunded and is satisfied.Thank you

We apologize for not responding sooner.  The issue was resolved with the customer immediately upon receiving your original email.
Unfortunately, there were several prior communications with this customer but they were always messages.  We needed the customer's credit card # in...

order to process the credit - I am unclear why that was not properly communicated but it was resolved immediately once we were made aware of the issue.The customer now has been fully refunded and is satisfied.
Thank you