Premier Subaru Watertown

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 [redacted] 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 condition.We 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[redacted]Vice PresidentPremier Auto Group General Manager Volvo of Watertown795 Straits Turnpike, PO Box 820Watertown, CT 06795Phone: ###-###-#### Direct: ###-###-####Fax: ###-###-####www.volvoofwatertown.com

Please see attached purchase order signed by Ms. [redacted] with mileage correctly stated as 256 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 her.
We have...

tried repeatedly to please this customer but her demands are not reasonable in our opinion.  We offered her a $100 service credit and she asked for cash.  We mailed her a check and she then returned it stating $100 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 vehicle.
Again, 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.

7/6/16 4:45 PM EST
We 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  We have a clear policy and we have not deterred or rescinded that policy in any form.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.

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 car. It'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]

7/6/16 4:45 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.

Please see attached purchase order signed by Ms. [redacted] with mileage correctly stated as 256 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 her.We have tried...

repeatedly to please this customer but her demands are not reasonable in our opinion.  We offered her a $100 service credit and she asked for cash.  We mailed her a check and she then returned it stating $100 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 vehicle.Again, 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.

There are no attachments but I have all emails involved.  This interaction is not effective if the accusations and assumptions just continue on these emails the same as all the prior communications from the customer.
At no time in my prior email did I say we told the customer not to return the part - I stated the part is not returnable.  It is not returnable because of the condition it was returned in and that the customer's insistence that because we 'accepted' the return means we had to refund him were not accurate.
The customer's own email when discussing the part was not correct on Tuesday, June 14, 2016 11:29 AM mentions nothing of tool markings or it looking "used" even though we were VERY specific about the condition it needed to be in within the original box to return.
When we received the return we immediately sent photos to the customer along with an email explaining it was not returnable.

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was satisfactory to me.
Sincerely,
[redacted]

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] purchased. The 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$480 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.

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

Complaint: [redacted]
I am rejecting this response because:
I am concerned about the discrepnancies is Ms. P[redacted]'s response.  The following are not accurate:
1)  I did not ask for cash...it was offered cash by Mr. J[redacted].  
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 driving. I've pasted below a copy of Rich's email.
3) Ms. P[redacted] states that no paperwork was ripped up. That is untrue. I signed all of the [redacted] paperwork with Sherri. On that paperwork, 12 miles was reported on the odometer. When 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 discrepancy. I 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 [redacted] paperwork with Sherri. In my presence, Sherri ripped up the [redacted] paperwork that I had previously signed which stated 12 miles on the odometer.
4) Regarding the $100 compensation: Had I been aware of the amount of mileage on this car when I placed my $500.00 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 $1000.00 discount.  
After Rich J[redacted] 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 [redacted] dealership and that is why it had the extra miles on it. A. I don't know how hard or carefully those miles were driven and B. If the dealership knew this about the vehicle, why was the preliminary paperwork on August 31st approved stating 12 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[redacted], who seemingly knew that this car was driven from [redacted]?
I cannot accept only $100.00 to resolve this issue.
Sincerely,
[redacted]
I was unable to attach Rich's email ...here is a copy and paste of the email:
Trading your Crosstrek(2)
Important
Rich [redacted]>
To
[redacted]
CC
Kerri P[redacted] Carmine V[redacted]
Sep 25 at 5:10 PM
Hi [redacted],

These are the numbers as we spoke of earlier today.

You paid $24,007 for your Crosstrek
Your trade was $16,000
Vin Etch $219
Nitrogen Service for tires $89
Auto Armor $499
Registration $159.20
Dealer Conveyance Fee $498
Sales tax $591.31
Total $10,062.51

Here’s what the second Crosstrek would cost:


Price $24,007
Trade in $24,007 less $100 per 250 miles that you drive this Crosstrek above 256 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 optional.

So the only money this would cost you is:
Dealer Conveyance Fee $498
Registration fee of approximately $120

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 750 miles between now and when the new car arrives, your trade would be worth $100x3 (750 miles divided by 250=3) less than $24,007, or $23,707.

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 total.

I will contact you when the second Crosstrek arrives.

Thanks,

Rich

There are no attachments but I have all emails involved.  This interaction is not effective if the accusations and assumptions just continue on these emails the same as all the prior communications from the customer.At no time in my prior email did I say we told the customer not to return the part - I stated the part is not returnable.  It is not returnable because of the condition it was returned in and that the customer's insistence that because we 'accepted' the return means we had to refund him were not accurate.The customer's own email when discussing the part was not correct on Tuesday, June 14, 2016 11:29 AM mentions nothing of tool markings or it looking "used" even though we were VERY specific about the condition it needed to be in within the original box to return.When we received the return we immediately sent photos to the customer along with an email explaining it was not returnable.

Review: I contacted volvo [redacted] because of a seat heater defect on the drivers seat as it was burning my legVolvo instructed me to go my nearest authorized Volvo dealer (which was chase parkway volvo Subaru) Volvo covered the repair at no charge but when I picked my car up when the repair was finished a cruise control button was damaged on the steering wheel...it will not be cheap to repairThe dealership will claim no responsibility to the damage my car received while in for a manufacturer repairDesired Settlement: I want them to repair the damage to the steering wheel

Review: I went to this dealership to look into purchasing a car. I went through the process to have my credit checked and left a $100 deposit. This was on 12/26/15. I was not able to fully get financed for a car and I have been trying to get my deposit back. I have emailed [redacted] on 3/7/15 and have received no response. I then called the dealership and spoke to [redacted], the original salesman that I dealt with on 3/19/15. He told me that I should email him and that he would process the refund the next day which would have been 3/20/15. I sent an email to him at [redacted] on 3/19/15. I have never received an email back or phone call to state that it was done or processed and I have not received a check or refund back to my credit card used.Desired Settlement: I would like my $100 refund. It can be a check mailed to me or refunded to my card.

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was satisfactory to me.

Sincerely,

Review: I purchased a car at Premier. I love the car, but I pointed out to the salesperson, Bo, that the tints might be illegal in [redacted], which I am a resident of. Throughout the process he assured me that the tints would be removed without any problems if the state of [redacted] rejected the car during inspection. I had the inspection station review the tint in question while waiting for Premier to process my [redacted] registration. The inspection station found that the tint was 20% on the side windows, and 18% on the rear, both incredibly illegal in [redacted]. I immediately called Bo and asked to schedule an appointment to have these tints removed.

I was then contacted by the Sales Manager, Carmine, who told me he would be unable to remove the rear tint due to the danger of damaging the defrost wires on said window. He offered to remove the side windows tint, as well as make other adjustments to the vehicle such as the rattling heat shield (safety issue) and the rotation of the tires (the front tires are very worn compared to the rear). He claims that if he has a mechanic at their dealership take off the tint in the rear window, they are not liable for any damage done to the rear window. This was never conveyed to me throughout the purchase of the vehicle.

In addition, Premier messed up paperwork regarding my vehicles registration, and sent a representative to my home unannounced, calling my phone repetitively looking to see where I was so he could have me sign necessary paperwork for the car to be registered. This was both unprofessional and uncalled for.Desired Settlement: I offered to take my vehicle to a professional tint shop to have the tints safely removed. I requested that if this is done, that I be reimbursed for the cost. I was then laughed at by Carmine and told, "that's not going to happen". I would like the tints to be safely removed on all windows including the rear, and the dealership liable for any damages that may occur in the removal of this tint. It is important that businesses stand by their word, regardless of their experience or inexperience with this type of work.

Business

Response:

Mr. [redacted] bought a vehicle in the State of CT that was sold in legal condition forThe registration issue was due to Mr. [redacted]' 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. [redacted] 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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:"The registration issue was due to Mr. [redacted]' insurance form and ** forms"- This statement is both incomplete and inaccurate. The forms were completed and signed by myself upon the purchase of the vehicle. Premier 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 papers. The 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 issue. The 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 illegal. After all, the state of [redacted] only gives owners a 7 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%. [redacted] state law regulates that window tints be no less than 35%.I was reassured throughout the process by my salesperson, Robert P[redacted], aka "Bo" that if the tints were deemed illegal, they would be removed without any issues. It 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 report. As 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 passed. I am absolutely shocked at Premier's dishonesty regarding the tinting removal situation. The 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. [redacted] 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 film. I 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 tint. It is so unfortunate that I must absorb these costs due to the dishonesty of Premier's salesperson and representatives. I have found that you really can't trust anyone in this day and age. Shame on Robert, Carmen, and Kerri P[redacted] 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,

Review: I went to this business to buy a new car and put down a deposit of $500.00

The odometer reading reported was 12 miles when I bought the car. When I picked up the car and signed the paperwork it stated `12 miles.....when I finally got in the car, the odometer read 256 miles. If I had known that the car had 256 miles when I made the decision to buy, I would not have bought this car...I would have asked for another or waited for something with low miles. No one suggested I not buy the car when I stated how unhappy I was...actually wondering if this was the same car. I feel scammed. And...this is the 3rd car I have bought from the Premier Subaru dealership. If I had not seen the discrepancy before I left the dealership, it would have been a case of fraud on the [redacted] paperwork!!! At this point, I didn't know that I could ask to cancel this sale and that option was never suggested to me.

I have asked the dealership to refund me $1000.00 for this debacle. They have offered $100.00. I am unhappy, especially since this is the 3rd car I have bought from Premier subaru.

They explain this issue away by stating how much per extra mile they need to cover .... 246 miles x .40 per mile

The cost of the extra mileage is not at issue. The honesty and integrity of this dealership is at issue. The fact that a car with 256 miles on it is not what I put on deposit is at issue. The dealership broke the contract that we had made. As a consumer, I am appalled at how I have been treated. I paid for a new car with very low mileage...not an almost new car.Desired Settlement: If I had known the mileage of this car before signing the contract, I would have expected to negotiate $1000.00 less or not buy that particular car.

I desire a $1000.00 refund.

Business

Response:

Please see attached purchase order signed by Ms. [redacted] with mileage correctly stated as 256 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 her.We have tried repeatedly to please this customer but her demands are not reasonable in our opinion. We offered her a $100 service credit and she asked for cash. We mailed her a check and she then returned it stating $100 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 vehicle.Again, 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.

Consumer

Response:

Review: [redacted]

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 [redacted] paperwork would have reported 12 miles. This is a fact. Attached is the paperwork that I signed when I paid the downpayment on the car. The paperwork Kerri P[redacted] has attached to her response is paperwork that I signed after the original 12 mile [redacted] 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 $100.00 offered or the expensive trade-in offer are not adequate compensation.