I spoke with Mr. [redacted] on Saturday afternoon, July 23rd and he vented his frustration with the situation to me. After speaking with my salesperson, Jamie C**, he said he left a message explaining that the vehicle had been sold. I'm not sure why Mr. [redacted] did not receive the...
information. Unfortunately with 18 salespeople and 250 vehicles that are marketed and for sale 24 hours per day, 7 days a week this happens on occasion. Tom Wood Subaru apologizes and I can guarantee you that we don't intentionally waste our customer's valuable time. I reviewed the notes in our system and Jamie made a note that the vehicle sold at 2 pm that same day while Mr. [redacted] had an appointment to view the vehicle between 3-4 pm. We keep a desk log tracking sold vehicles for this very reason but as stated, we can't always know what stage a particular vehicle is in every minute of the day. Mr. [redacted] indicated that he was intending to purchase a new Subaru Crosstrek and I offered assistance with that purchase in an effort to make it up to him but he declined. I don't like the situation either as the store loses a potential customer for 2 vehicles, but the timing of purchases cannot always be controlled. My offer to assist with sale of the new Subaru still stands and I would be happy to facilitate that purchase in order to begin earning his business and respect as a potential customer.Josh P[redacted], General ManagerTom Wood Subaru317.705.7009
This is a follow up to my response on 9/14/2016 in reference to complaint #[redacted]. Mr. [redacted] and I have been in contact and will hopefully resolve the concern. I am in contact with our third party credit vendor and they have given me instructions on what is needed to have the Inquiries in question removed. I will forward the information as soon as I receive what is needed from Mr. [redacted]. The credit bureau agencies need a request in writing with signatures to get the inquiries reversed. I will update this file when I send the material to our vendor.Sincerely,Ken K[redacted]
[redacted] brought his vehicle to us on 12/20/16. He told the advisor Brian M[redacted] that they already put a battery in the car and it still wouldn't start. One of our senior technician Bentley D[redacted], went with a jump box to start the car. When he tried to start the car,...
the vehicle clicked once. That is the indicator that the vehicle needs a starter. It was tested as bad causing just a click. Mr [redacted] declined for any repairs, paid for our initial diagnosis and took his vehicle. Since we couldn't get the vehicle started, there would be no way for us or anyone to test the alternator as the vehicle must be running to test voltage. We deal with LS starters on a regular basis, and when it clicks just once we know the solution. Once this aftermarket repair facility installed the starter, that is when they found out that it also needed and alternator and fuse box. Without installing the starter they wouldn't be able to diagnose anything further. If he would have let us install the starter, we would have found those items being needed as well. Mr. [redacted]’s vehicle most likely had additional problems that could not have been found until the starter was replaced. I can easily see how someone would think that it was misdiagnosed, however it is more likely that his vehicle needed more than one part to fix his vehicle. Alex G[redacted]
I spoke with Mr. [redacted] on Saturday afternoon, July 23rd and he vented his frustration with the situation to me. After speaking with my salesperson, Jamie C**, he said he left a message explaining that the vehicle had been sold. I'm not sure why Mr. [redacted] did not receive the...
information. Unfortunately with 18 salespeople and 250 vehicles that are marketed and for sale 24 hours per day, 7 days a week this happens on occasion. Tom Wood Subaru apologizes and I can guarantee you that we don't intentionally waste our customer's valuable time. I reviewed the notes in our system and Jamie made a note that the vehicle sold at 2 pm that same day while Mr. [redacted] had an appointment to view the vehicle between 3-4 pm. We keep a desk log tracking sold vehicles for this very reason but as stated, we can't always know what stage a particular vehicle is in every minute of the day. Mr. [redacted] indicated that he was intending to purchase a new Subaru Crosstrek and I offered assistance with that purchase in an effort to make it up to him but he declined. I don't like the situation either as the store loses a potential customer for 2 vehicles, but the timing of purchases cannot always be controlled. My offer to assist with sale of the new Subaru still stands and I would be happy to facilitate that purchase in order to begin earning his business and respect as a potential customer.Josh P[redacted], General ManagerTom Wood Subaru317.705.7009
Ms. [redacted], I have attached a response to this complaint as well as some documents that support our claim. Thank you, Ken K[redacted]
This is a follow up to my response on 9/14/2016 in reference to complaint #[redacted]. Mr. [redacted] and I have been in contact and will hopefully resolve the concern. I am in contact with our third party credit vendor and they have given me instructions on what is needed to have the Inquiries in question removed. I will forward the information as soon as I receive what is needed from Mr. [redacted]. The credit bureau agencies need a request in writing with signatures to get the inquiries reversed. I will update this file when I send the material to our vendor.Sincerely,Ken K[redacted]
[redacted] brought his vehicle to us on 12/20/16. He told the advisor Brian M[redacted] that they already put a battery in the car and it still wouldn't start. One of our senior technician Bentley D[redacted], went with a jump box to start the car. When he tried to start the car,...
the vehicle clicked once. That is the indicator that the vehicle needs a starter. It was tested as bad causing just a click. Mr [redacted] declined for any repairs, paid for our initial diagnosis and took his vehicle. Since we couldn't get the vehicle started, there would be no way for us or anyone to test the alternator as the vehicle must be running to test voltage. We deal with LS starters on a regular basis, and when it clicks just once we know the solution. Once this aftermarket repair facility installed the starter, that is when they found out that it also needed and alternator and fuse box. Without installing the starter they wouldn't be able to diagnose anything further. If he would have let us install the starter, we would have found those items being needed as well. Mr. [redacted]’s vehicle most likely had additional problems that could not have been found until the starter was replaced. I can easily see how someone would think that it was misdiagnosed, however it is more likely that his vehicle needed more than one part to fix his vehicle. Alex G[redacted]