Shortline Subaru

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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and I appreciate that they are working with meI'd like to be sure the individual in question will not be continuing these practices Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:The form I submitted to cancel the contract was altered by an employee of Shortline Subaru without my consentLisa Sutton provided a copy of this form and it was changed, the hand writing isn't even the sameThis truly shady Sincerely, [redacted]

I am working with [redacted] to resolve this matter We will be cancelling the products she does not want I will handle the cancellations with *** Thank you [redacted] Finance Director

All customer information is kept under lock and key behind my desk as soon as we are no longer in negotiations or we don't agree to a car dealKarla Carpser's information, credit application, SS#, Credit bureau, copy of drivers license etcwas given to me by [redacted] (salesperson) as soon as we knew we did not have a car deal [redacted] was concerned that we also gave out banking information, account #'s etcthat we in no way collect in any way shape or formIn no way could this information have been compromised since it has been locked up in a "dead deal" file, securely locked in a filing cabinetI'm sorry to hear that someone got a hold of her information, but in no way was it from Shortline SubaruThank you - [redacted] Sales Manager

I have been on the phone with [redacted] 9-8-at 1:pm A refund for [redacted] warranty and maintenance contracts were issued to his bank and credited to his loan [redacted] states he did not wish to cancel the warranty only the maintenance, however I have a signed copy of the cancellation agreement where [redacted] checked both boxes to cancel warranty and maintenance I have emailed [redacted] a copy of what he emailed to us with his signature on it All refund monies owed to [redacted] have been taken care of Respectfully, [redacted] Finance DirectorShortline Automotive

I have already asked the finance department to remove the $worth of extra, not wanted, services from my financingI've yet to see if it has been doneI cannot get the department to respond to my emails, so I don't know if my request has been completed.I truly believe the practices within this
finance department are immoral as well as fraudulent, and I hope there is a way to monitor them so they cannot continue this practice of confusing people into adding unwanted services into their contracts, and also straight out lying to people about what certain services will cost. Thank you,*** ***

Initial Business Response /* (1000, 9, 2015/11/03) */
This vehicle does need an engine due to lack of lubricationThe customer was unable to provide proper maintenance records showing the oil was changed at the required intervalsOur local Subaru representatives and field engineers have
inspected this vehicle and determined it is not a matter for warrantyThe engine was disassembled in order to diagnosis the failure at no charge to the customerThe customer is completely aware of the decision made by Subaru and has not returned multiple calls to discuss how they wish to proceedThis is NOT a matter for warranty, so the customer needs to either authorize Shortline to repair the vehicle or have it towed out of our facility as soon as possible

After talking with the sales person, he is telling me that the customer was advised that if there was a second key he would receive it salesperson also stated he called the original owner and was told he did not have a second key at which point customer was advised there would not be a second key
comingWe will be contacting customer directly and set up a second key to be made for him at the *** store

We have spoken to the customer and have apologized for the situation and have come to a mutual resolution

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

I have been on the phone with [redacted] 9-8-2016 at 1:32 pm.  A refund for [redacted] warranty and maintenance contracts were issued to his bank and credited to his loan.  [redacted] states he did not wish to cancel the warranty only the maintenance, however I have a signed copy of...

the cancellation agreement where [redacted] checked both boxes to cancel warranty and maintenance.  I have emailed [redacted] a copy of what he emailed to us with his signature on it.  All refund monies owed to [redacted] have been taken care of.   Respectfully, [redacted]Finance DirectorShortline Automotive.

All customer information is kept under lock and key behind my desk as soon as we are no longer in negotiations or we don't agree to a car deal. Karla Carpser's information, credit application, SS#, Credit bureau, copy of drivers license etc. was given to me by [redacted] (salesperson) as soon as we knew we did not have a car deal. [redacted] was concerned that we also gave out banking information, account #'s etc. that we in no way collect in any way shape or form. In no way could this information have been compromised since it has been locked up in a "dead deal" file, securely locked in a filing cabinet. I'm sorry to hear that someone got a hold of her information, but in no way was it from Shortline Subaru. Thank you - [redacted] Sales Manager

I would like some sort of resolution with them like being contacted by the Manager or something of that nature letting me know that they are addressing the situation. It's clear that they have a lot of room for process improvement and it would be nice to know that they are working on it or looking...

into who may be stealing their customers information. This happened to me and I am sure I am not the only one out there who's PII has ended up in the wrong hands because of neglect on their part. In my opinion PII is not something to be taken lightly and it seems to be that they don't share that opinion.

After discussing this with the our Subaru Service Manager I have found out that he had discussions with this customer regarding the situation and thoroughly explained the process of the repair and what was required.The customer disputed the charges with his credit card company and I have attached...

the correspondence in an attachment.  The credit card company sided with Shortline based on the information provided by both parties.I understand the customer has every right to express his feelings on review sites and with the Revdex.com, however we felt that he was trying to extort us for a refund after the credit card company denied his dispute.  He stated in an email to the Service Manager that "If we can negotiate a fair and equitable outcome, I will keep my story to myself and you have my word I will not exercise my consumer voice online and with the Colorado Revdex.com." We believe we took the proper steps for repairing the issue with the vehicle.  Unfortunately another company had improperly installed a remote entry system which caused an electrical problem with the ignition.

The check was put in the mail 1-22-18. See attached copy of check.

THIS FORM WAS NOT ALTERED.   I ALSO HAVE THE ORIGINALS WHERE HE REQUESTED BOTH TO BE CANCELLED.

I am working with [redacted] to resolve this matter.  We will be cancelling the products she does not want.  I will handle the cancellations with [redacted].  Thank you. [redacted]Finance Director

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

Complaint: [redacted]
I am rejecting this response because:The forms were altered. I have proof. The form the company provided does not match the forms I submitted to them.
Sincerely,
[redacted]