RemoAnne's Salon

I have spoken with *** *** and *** *** The customer asked our sa*es staff to provide an approximate va*ue of her vehic*e without seeing it or having the opportunity to drive itIt is extreme*y difficu*t to estimate the va*ue of anything over the phone or the internetAn estimate was
provided to the customer based on information she providedMrGreen did stop by the shop in Kentucky to at *east take a *ook at the vehic*eHe contacted Mr*** and asked him to contact the customer to exp*ain that the car had a *ot of hai* damage and that it wou*d not be worth the amount previous*y discussedHe did so to make her aware of the situation before having it towed to our dea*ershipBy the time Mr*** reached the customer, the car was a*ready on it's way to our dea*ershipWhen the vehic*e arrived it was inspected, but sti** not in condition to be drivenThe customer was contacted and to*d that the va*ue wou*d be considerab*y *ess than the origina* estimate, due to the hai* damage and overa** condition of the vehic*eI want to make it c*ear that no one at our dea*ership thinks the customer was *ying about the hai* damageHaving been in this business for years, I have seen a *ot of hai* damage and often times it's a*most impossib*e to seeI have actua**y purchased cars at auction and missed the hai* damage a*togetherThis has resu*ted in considerab*e amounts of additiona* costs for repair the vehic*e for sa*eA*so, we wi** never base any transaction on the persona* situation of a potentia* customerWe wi** se** our vehic*e at a fair price agreed upon by both partiesIf a customer is inc*ined to trade his/her vehic*e, we try and reach a fair price based on any and a** information avai*ab*e to usI am extreme*y sorry the customer had a bad experience and I wish her we**

In an effort to put this situation to bed, I am sending the customer a check for $221.00. Thank You,*** ** ***General ManagerBusam Subaru

We have left two messages for the customerI intend to make the situation right, but we need to hear from himMrJeff W***, my concierge, is awaiting his callHe can be reached at ***

I want to notify you that the business has resolved the complaint to my satisfaction. The complaint number is ***- Busam Subaru .Thank You for you assistance in bringing this to a resolution.*** ***

I received the letter from the above-named customer earlier today and I would like to respond and make several pointsMy records show that *** *** leased a Subaru Impreza on 5/23/Under the terms of her lease agreement she agreed to pay payments of $per monthThe first
payment was due that day and was collected from the customerThe remaining payments were due on or about the 22nd day of each month for monthsShortly after Chase Bank received the lease agreement and all relevant paperwork to complete the lease, they sent a letter to *** *** indicating that she was eligible for a loyalty program normally reserved for current Chase Lease customersUnder the terms of this program, current Chase Lease customers who tratheir current leased vehicle and lease another Subaru are eligible to have their 1st payment waivedUnfortunately this program does not apply, as the customer was not a current lease customerIn fact, they traded a Nissan CubeThe customer provided us a letter that she had received from Chase Lease and we contacted them immediatelyWe were informed that the letter was sent in error and that they were not eligible for the loyalty programWe made the customer aware of the situation and actually had our Dealer Representative from Chase Bank contact her and explain the situationWe have checked our records to make sure that we have not been credited the $and our records show that the amount was deducted from our proceeds per the processThe customer is well-aware that a clerical error on the part of Chase Lease is what has caused this confusion and it was made very clear, by our representative, that Busam Subaru had absolutely nothing to do with this situationOur employees have tried to be as professional as possible in this matterThe customer claims that we are of “no help at all” and “shady”She knows that there was nothing “shady” on our partThe customer has made NO attempt to contact me to ask for assistanceI would be happy to discuss this with herThank you for contacting me and feel free to email or call with further questionsSincerely, *** ** *** General Manager Busam Subaru ***