Initial Business Response / [redacted] (1000, 9, 2014/09/08) */ COMPLAINT # [redacted] Vehicle falls under industry standards for engine oil consumption.If customer would like to open a case with chrysler, [redacted] can call X-XXX-XXX-XXXX Best Regards, *** [redacted] Automotive Customer Relations Manager [redacted] Main
Initial Business Response / [redacted] (4000, 12, 2014/03/12) */ We have contacted the customer, advised that there is a sticker on the top left corner of the windshield to remind him when to service the vehicleWe also advised the customer, like Stevens Creek Subaru advised him, that based on his owners manual, he is responsible to service his vehicle per the service interval which is months or miles (based on customer, Stevens Creek Subaru alerted him like so"we are not going to chase you down")On the maintance contract that the customer purchased, it is not in writing that the dealership is to call him or alert him when to bring the vehicle for service, it is the owner's responsibilityWe also contacted the customer and advised him to bring the vehicle to our shop to have the noise that his vehicle has diagnosed Initial Consumer Rebuttal / [redacted] (4200, 14, 2014/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Subaru Added Security Maintenance Plan brochure Q&A section: QWhat should I do when it is time to have scheduled maintenance performed on my Subaru? AWe will send you service coupons that can be redeemed at any participating Subaru DealerThe Maintenance Plan is honored throughout the United States and Canada I'm not arguing that I am responsible for my vehicle's maintenanceThat is why I purchased a $1,SAS Maintenance AgreementThe SAS Maintenance Plan does not tell the owner to schedule the service appointment when it is time for a serviceIt says Subaru will send the owner service couponsI can produce this document if needed Also, I brought the vehicle to Putnam on 12/12/for this noise issueI explained in detail how the noise is produced, what it sounds like, and how the car had not made that sound previouslyI even drove with the service manager and produced the sound so there would be no confusionAt the end of the day I was told the vehicle had nothing wrong with it and the noise is a "noise." Getting no resolution from Putnam, I turned to Steven's Creek SubaruI believed they would surely remedy the issue seeing that they sold me the vehicle and I had explained my grievances to the seemingly concerned individual who sold me the carAgain, I went to the dealership (this one much further from my home) expecting the issue to be resolvedI again explained everything to the service tech and left the car with the dealer for the dayAt around p.mI called the dealership since it was getting late and I hadn't heard back from them all dayWhen I talked to them on the phone asking about the car, they weren't sure if it was ready and said they would call me backA few minutes later they did and told me the car was readyWhen I got to the dealership to pithe car, the service tech who worked on the vehicle had already gone home so there was no one for me to even talk to about what was learnedNone of the issues I raised were resolved and the tech said he didn't hear anythingI was rather annoyed and frustrated at yet another fruitless attempt to get things resolved I had to make another appointment the next week so the head tech would be there since apparently the first tech was just a new guyThis time, however, when I produced the noise the tech said something like, "OhhhhI've never heard a noise like that beforeThat's not normal." Finally I thought we were getting somewhereAgain, I left the vehicle with them for the day but this time I called around to see what had been learnedThe service department said they were having trouble reproducing the noiseI told them it's very easy to do but I would come back to the dealership right away and produce the noiseSure enough, I did so quite easily and both the head tech and the service manager acknowledged the presence of this noise At that point the service manager said he would do some research and check the national databases for anything similar to my issue and that he would need to hold on to the paperwork to do that so I didn't get a receipt of what happened that dayIt took a week for him to respond and all he came up with was that they would put microphones in the car to try to isolate the source of the noise, but that would cost me $I said ok and we scheduled an appointment for the next MondayDisgusted with the entire experience and not wanting to spend more gas, time, and possibly a bunch of $, I have not been back since Putnam never offered to diagnose the noise after the first attemptThe claim that they contacted me to diagnose the noise is completely dishonestThere are more details involved with this whole experience but I will leave it at that for now
Initial Business Response / [redacted] (1000, 5, 2015/06/12) */ We have contacted the customer twice and left messagesWe are trying to remedy this situationThis is the back story about the situation The customer purchased a battery from [redacted] Volvo on 3/18/on a repair orderThe battery does have a warranty with full replacement including labor up to months but after months the battery is prorated and there is no compensation for laborWhen she called us on 3/30/15, we would have told her that she purchased the battery months ago and that Volvo will pay for 24% of the new battery and that she would have to pay for labor We would like to remedy this situation, please have the customer contact us
Initial Business Response / [redacted] (1000, 5, 2014/10/24) */ All product concerns should be directed to the manufacturerCall X-XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your response to us was sent to our spam folder and we just by chance looked there yesterday and found itI do not see their response in this email from you please direct me to their response Final Consumer Response / [redacted] (3000, 9, 2014/11/20) */ We have located their response and find it to be completely unsatisfactory
Initial Business Response /* (1000, 5, 2014/09/17) */
Dear ***: Case # *** *** *** ***
Mr.*** is a good *** customer.Mr.*** can come back to ***,we will take another look at the car.Best Regards, *** *** *** Automotive Customer Relations
Manager
*** Main
*** Direct
*** Cell
*** Fax
Initial Business Response /* (1000, 5, 2015/06/12) */
We have contacted the customer twice and left messages. We are trying to remedy this situation. This is the back story about the situation.
The customer purchased a battery from [redacted] Volvo on 3/18/2011 on a repair order. The battery...
does have a warranty with full replacement including labor up to 24 months but after 25 months the battery is prorated and there is no compensation for labor. When she called us on 3/30/15, we would have told her that she purchased the battery 48 months ago and that Volvo will pay for 24% of the new battery and that she would have to pay for labor.
We would like to remedy this situation, please have the customer contact us.
Initial Business Response /* (1000, 5, 2015/03/18) */
Flat cancel request and check has been sent out.
New contract by customer has been
Signed n returned. will assign it
Initial Business Response /* (4000, 12, 2014/03/12) */
We have contacted the customer, advised that there is a sticker on the top left corner of the windshield to remind him when to service the vehicle. We also advised the customer, like Stevens Creek Subaru advised him, that based on his...
owners manual, he is responsible to service his vehicle per the service interval which is 6 months or 7500 miles (based on customer, Stevens Creek Subaru alerted him like so"we are not going to chase you down"). On the maintance contract that the customer purchased, it is not in writing that the dealership is to call him or alert him when to bring the vehicle for service, it is the owner's responsibility. We also contacted the customer and advised him to bring the vehicle to our shop to have the noise that his vehicle has diagnosed.
Initial Consumer Rebuttal /* (4200, 14, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Subaru Added Security Maintenance Plan brochure Q&A section:
Q. What should I do when it is time to have scheduled maintenance performed on my Subaru?
A. We will send you service coupons that can be redeemed at any participating Subaru Dealer. The Maintenance Plan is honored throughout the United States and Canada.
I'm not arguing that I am responsible for my vehicle's maintenance. That is why I purchased a $1,600.00 SAS Maintenance Agreement. The SAS Maintenance Plan does not tell the owner to schedule the service appointment when it is time for a service. It says Subaru will send the owner service coupons. I can produce this document if needed.
Also, I brought the vehicle to Putnam on 12/12/13 for this noise issue. I explained in detail how the noise is produced, what it sounds like, and how the car had not made that sound previously. I even drove with the service manager and produced the sound so there would be no confusion. At the end of the day I was told the vehicle had nothing wrong with it and the noise is a "normal noise."
Getting no resolution from Putnam, I turned to Steven's Creek Subaru. I believed they would surely remedy the issue seeing that they sold me the vehicle and I had explained my grievances to the seemingly concerned individual who sold me the car. Again, I went to the dealership (this one much further from my home) expecting the issue to be resolved. I again explained everything to the service tech and left the car with the dealer for the day. At around 5 p.m. I called the dealership since it was getting late and I hadn't heard back from them all day. When I talked to them on the phone asking about the car, they weren't sure if it was ready and said they would call me back. A few minutes later they did and told me the car was ready. When I got to the dealership to pick-up the car, the service tech who worked on the vehicle had already gone home so there was no one for me to even talk to about what was learned. None of the issues I raised were resolved and the tech said he didn't hear anything. I was rather annoyed and frustrated at yet another fruitless attempt to get things resolved.
I had to make another appointment the next week so the head tech would be there since apparently the first tech was just a new guy. This time, however, when I produced the noise the tech said something like, "Ohhhh. I've never heard a noise like that before. That's not normal." Finally I thought we were getting somewhere. Again, I left the vehicle with them for the day but this time I called around 3 to see what had been learned. The service department said they were having trouble reproducing the noise. I told them it's very easy to do but I would come back to the dealership right away and produce the noise. Sure enough, I did so quite easily and both the head tech and the service manager acknowledged the presence of this noise.
At that point the service manager said he would do some research and check the national databases for anything similar to my issue and that he would need to hold on to the paperwork to do that so I didn't get a receipt of what happened that day. It took a week for him to respond and all he came up with was that they would put microphones in the car to try to isolate the source of the noise, but that would cost me $. I said ok and we scheduled an appointment for the next Monday. Disgusted with the entire experience and not wanting to spend more gas, time, and possibly a bunch of $, I have not been back since.
Putnam never offered to diagnose the noise after the first attempt. The claim that they contacted me to diagnose the noise is completely dishonest. There are more details involved with this whole experience but I will leave it at that for now.
Initial Business Response /* (1000, 5, 2014/10/24) */
All product concerns should be directed to the manufacturer. Call X-XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your...
response to us was sent to our spam folder and we just by chance looked there yesterday and found it. I do not see their response in this email from you.
please direct me to their response.
Final Consumer Response /* (3000, 9, 2014/11/20) */
We have located their response and find it to be completely unsatisfactory.
Initial Business Response /* (1000, 9, 2014/09/08) */
COMPLAINT # [redacted]
Vehicle falls under industry standards for normal engine oil consumption.If customer would like to open a case with chrysler,[redacted] can call X-XXX-XXX-XXXX.
Best Regards,
[redacted]...
[redacted]
[redacted] Automotive Customer Relations Manager
[redacted] Main
Initial Business Response / [redacted] (1000, 9, 2014/09/08) */ COMPLAINT # [redacted] Vehicle falls under industry standards for engine oil consumption.If customer would like to open a case with chrysler, [redacted] can call X-XXX-XXX-XXXX Best Regards, *** [redacted] Automotive Customer Relations Manager [redacted] Main
Initial Business Response / [redacted] (4000, 12, 2014/03/12) */ We have contacted the customer, advised that there is a sticker on the top left corner of the windshield to remind him when to service the vehicleWe also advised the customer, like Stevens Creek Subaru advised him, that based on his owners manual, he is responsible to service his vehicle per the service interval which is months or miles (based on customer, Stevens Creek Subaru alerted him like so"we are not going to chase you down")On the maintance contract that the customer purchased, it is not in writing that the dealership is to call him or alert him when to bring the vehicle for service, it is the owner's responsibilityWe also contacted the customer and advised him to bring the vehicle to our shop to have the noise that his vehicle has diagnosed Initial Consumer Rebuttal / [redacted] (4200, 14, 2014/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Subaru Added Security Maintenance Plan brochure Q&A section: QWhat should I do when it is time to have scheduled maintenance performed on my Subaru? AWe will send you service coupons that can be redeemed at any participating Subaru DealerThe Maintenance Plan is honored throughout the United States and Canada I'm not arguing that I am responsible for my vehicle's maintenanceThat is why I purchased a $1,SAS Maintenance AgreementThe SAS Maintenance Plan does not tell the owner to schedule the service appointment when it is time for a serviceIt says Subaru will send the owner service couponsI can produce this document if needed Also, I brought the vehicle to Putnam on 12/12/for this noise issueI explained in detail how the noise is produced, what it sounds like, and how the car had not made that sound previouslyI even drove with the service manager and produced the sound so there would be no confusionAt the end of the day I was told the vehicle had nothing wrong with it and the noise is a "noise." Getting no resolution from Putnam, I turned to Steven's Creek SubaruI believed they would surely remedy the issue seeing that they sold me the vehicle and I had explained my grievances to the seemingly concerned individual who sold me the carAgain, I went to the dealership (this one much further from my home) expecting the issue to be resolvedI again explained everything to the service tech and left the car with the dealer for the dayAt around p.mI called the dealership since it was getting late and I hadn't heard back from them all dayWhen I talked to them on the phone asking about the car, they weren't sure if it was ready and said they would call me backA few minutes later they did and told me the car was readyWhen I got to the dealership to pithe car, the service tech who worked on the vehicle had already gone home so there was no one for me to even talk to about what was learnedNone of the issues I raised were resolved and the tech said he didn't hear anythingI was rather annoyed and frustrated at yet another fruitless attempt to get things resolved I had to make another appointment the next week so the head tech would be there since apparently the first tech was just a new guyThis time, however, when I produced the noise the tech said something like, "OhhhhI've never heard a noise like that beforeThat's not normal." Finally I thought we were getting somewhereAgain, I left the vehicle with them for the day but this time I called around to see what had been learnedThe service department said they were having trouble reproducing the noiseI told them it's very easy to do but I would come back to the dealership right away and produce the noiseSure enough, I did so quite easily and both the head tech and the service manager acknowledged the presence of this noise At that point the service manager said he would do some research and check the national databases for anything similar to my issue and that he would need to hold on to the paperwork to do that so I didn't get a receipt of what happened that dayIt took a week for him to respond and all he came up with was that they would put microphones in the car to try to isolate the source of the noise, but that would cost me $I said ok and we scheduled an appointment for the next MondayDisgusted with the entire experience and not wanting to spend more gas, time, and possibly a bunch of $, I have not been back since Putnam never offered to diagnose the noise after the first attemptThe claim that they contacted me to diagnose the noise is completely dishonestThere are more details involved with this whole experience but I will leave it at that for now
Initial Business Response / [redacted] (1000, 5, 2015/06/12) */ We have contacted the customer twice and left messagesWe are trying to remedy this situationThis is the back story about the situation The customer purchased a battery from [redacted] Volvo on 3/18/on a repair orderThe battery does have a warranty with full replacement including labor up to months but after months the battery is prorated and there is no compensation for laborWhen she called us on 3/30/15, we would have told her that she purchased the battery months ago and that Volvo will pay for 24% of the new battery and that she would have to pay for labor We would like to remedy this situation, please have the customer contact us
Initial Business Response / [redacted] (1000, 5, 2014/10/24) */ All product concerns should be directed to the manufacturerCall X-XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your response to us was sent to our spam folder and we just by chance looked there yesterday and found itI do not see their response in this email from you please direct me to their response Final Consumer Response / [redacted] (3000, 9, 2014/11/20) */ We have located their response and find it to be completely unsatisfactory
Initial Business Response /* (1000, 5, 2014/09/17) */
Dear ***: Case # *** *** *** ***
Mr.*** is a good *** customer.Mr.*** can come back to ***,we will take another look at the car.Best Regards, *** *** *** Automotive Customer Relations
Manager
*** Main
*** Direct
*** Cell
*** Fax
Initial Business Response /* (1000, 5, 2015/06/12) */
We have contacted the customer twice and left messages. We are trying to remedy this situation. This is the back story about the situation.
The customer purchased a battery from [redacted] Volvo on 3/18/2011 on a repair order. The battery...
does have a warranty with full replacement including labor up to 24 months but after 25 months the battery is prorated and there is no compensation for labor. When she called us on 3/30/15, we would have told her that she purchased the battery 48 months ago and that Volvo will pay for 24% of the new battery and that she would have to pay for labor.
We would like to remedy this situation, please have the customer contact us.
Initial Business Response /* (1000, 5, 2015/03/18) */
Flat cancel request and check has been sent out.
New contract by customer has been
Signed n returned. will assign it
Initial Business Response /* (4000, 12, 2014/03/12) */
We have contacted the customer, advised that there is a sticker on the top left corner of the windshield to remind him when to service the vehicle. We also advised the customer, like Stevens Creek Subaru advised him, that based on his...
owners manual, he is responsible to service his vehicle per the service interval which is 6 months or 7500 miles (based on customer, Stevens Creek Subaru alerted him like so"we are not going to chase you down"). On the maintance contract that the customer purchased, it is not in writing that the dealership is to call him or alert him when to bring the vehicle for service, it is the owner's responsibility. We also contacted the customer and advised him to bring the vehicle to our shop to have the noise that his vehicle has diagnosed.
Initial Consumer Rebuttal /* (4200, 14, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Subaru Added Security Maintenance Plan brochure Q&A section:
Q. What should I do when it is time to have scheduled maintenance performed on my Subaru?
A. We will send you service coupons that can be redeemed at any participating Subaru Dealer. The Maintenance Plan is honored throughout the United States and Canada.
I'm not arguing that I am responsible for my vehicle's maintenance. That is why I purchased a $1,600.00 SAS Maintenance Agreement. The SAS Maintenance Plan does not tell the owner to schedule the service appointment when it is time for a service. It says Subaru will send the owner service coupons. I can produce this document if needed.
Also, I brought the vehicle to Putnam on 12/12/13 for this noise issue. I explained in detail how the noise is produced, what it sounds like, and how the car had not made that sound previously. I even drove with the service manager and produced the sound so there would be no confusion. At the end of the day I was told the vehicle had nothing wrong with it and the noise is a "normal noise."
Getting no resolution from Putnam, I turned to Steven's Creek Subaru. I believed they would surely remedy the issue seeing that they sold me the vehicle and I had explained my grievances to the seemingly concerned individual who sold me the car. Again, I went to the dealership (this one much further from my home) expecting the issue to be resolved. I again explained everything to the service tech and left the car with the dealer for the day. At around 5 p.m. I called the dealership since it was getting late and I hadn't heard back from them all day. When I talked to them on the phone asking about the car, they weren't sure if it was ready and said they would call me back. A few minutes later they did and told me the car was ready. When I got to the dealership to pick-up the car, the service tech who worked on the vehicle had already gone home so there was no one for me to even talk to about what was learned. None of the issues I raised were resolved and the tech said he didn't hear anything. I was rather annoyed and frustrated at yet another fruitless attempt to get things resolved.
I had to make another appointment the next week so the head tech would be there since apparently the first tech was just a new guy. This time, however, when I produced the noise the tech said something like, "Ohhhh. I've never heard a noise like that before. That's not normal." Finally I thought we were getting somewhere. Again, I left the vehicle with them for the day but this time I called around 3 to see what had been learned. The service department said they were having trouble reproducing the noise. I told them it's very easy to do but I would come back to the dealership right away and produce the noise. Sure enough, I did so quite easily and both the head tech and the service manager acknowledged the presence of this noise.
At that point the service manager said he would do some research and check the national databases for anything similar to my issue and that he would need to hold on to the paperwork to do that so I didn't get a receipt of what happened that day. It took a week for him to respond and all he came up with was that they would put microphones in the car to try to isolate the source of the noise, but that would cost me $. I said ok and we scheduled an appointment for the next Monday. Disgusted with the entire experience and not wanting to spend more gas, time, and possibly a bunch of $, I have not been back since.
Putnam never offered to diagnose the noise after the first attempt. The claim that they contacted me to diagnose the noise is completely dishonest. There are more details involved with this whole experience but I will leave it at that for now.
Initial Business Response /* (1000, 5, 2014/10/24) */
All product concerns should be directed to the manufacturer. Call X-XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your...
response to us was sent to our spam folder and we just by chance looked there yesterday and found it. I do not see their response in this email from you.
please direct me to their response.
Final Consumer Response /* (3000, 9, 2014/11/20) */
We have located their response and find it to be completely unsatisfactory.
Initial Business Response /* (1000, 9, 2014/09/08) */
COMPLAINT # [redacted]
Vehicle falls under industry standards for normal engine oil consumption.If customer would like to open a case with chrysler,[redacted] can call X-XXX-XXX-XXXX.
Best Regards,
[redacted]...
[redacted]
[redacted] Automotive Customer Relations Manager
[redacted] Main