Stocker Subaru

To: Revdex.com Reference customer complaint ID This customer voiced their concerns to us over the phone and in person when we invited them (the customer and her husband) in to sit down and review their complaint Customer stated that they felt that we didn’t perform work desired on their vehicle When the customer arrived for our meeting we presented the customer with copies of the repair order (which they already had anyway) and we reviewed the technician punch times and showed the customer that the work was documented As we frequently do, we presented the customer with an option to accept a free oil change on our behalf just out of customer good will We don’t like it when we have upset customers for whatever reason, be it our fault or not like in this case, and we like to try and give customer good will when we can The customer and her husband refused the gesture At that point the customer and her husband asked if we would trade them out of their vehicle and into a new one We presented them with some very favorable numbers for both their trade (we presented them with a trade value of their vehicle that was greater than Kelly Blue book retail at that time) and a very favorable sale price (One that was below Kelly blue book retail at that time) They also refused to accept these options At that point in our meeting the customer had refused any gesture on our part to help satisfy their feelings In the complaint filed with the Revdex.com the customer states “ Asked for video recording and he claims that he destroys these after a certain period ” Our video system (as explained to this customer) like most digital systems today has a certain amount of memory that it can hold and therefore operates on a continuous loop of adding new video and deleting older video This process is all automated by the system I do not delete anything from the system If we would’ve still had video of this customers vehicle being serviced when the customer raised their concern we would have gladly reviewed it but the customers didn’t raise the concern with us until long after the service was performed Upon their exit from the dealership the customer disrupted two sets of customers and suggested to those customers that they do business elsewhere At this point we have done everything we can to both show the customer the documented work and (even though there is no fault and certainly no “ dishonest practices..” on our part) present the customers with some very favorable options which they declined Thanks

Forwarded from Cory S [redacted] [redacted] At this point our position is the sameI don't understand how the customers questions haven't been answeredMy offer still stands until close of business tomorrow, WedOct 5.Thanks,Cory S [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have attached a pdf document to this e-mail containing my response I think it is worth pointing out that the business is not actually even interested in resolving this complaint, notwithstanding what they might be telling you In my last discussion with MrS [redacted] he asked me to take my business elsewhere This is not consistent, in my view, with wanting to resolve the outstanding issue Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I do not need any additional comment from the businessI wanted to make a statement in response to their response since it does not reflect my view of the complaintPlease publish both my initial and secondary response regarding this matterI do not think there can be a resolution to our issueCorey thinks and maintains that nothing happened when I am telling him as a costumer what happenedThis could have been resolved over the phone, when I initially had concerns, even before we met in person if Corey would have said "I'm sorry that you feel that our service was not to your standardCan we take another look at the car and perform the service again so that it meets your standards." I would have taken my car there and had them fix their mistake and there would have been no more speak of this eventInstead, Corey has to deny all wrong doing and pretend like I am an itI just want the dialog to be published so people are informedOther than that you cannot change someone who had a terrible ego problem and doesn't value customer service Regards, [redacted]

TO: Revdex.com Attention: [redacted] [redacted] In response to Mr [redacted] s most recent response to my response in regards to complaint ID [redacted] Although we have done nothing wrong in this case, in the spirit of customer good will not only will we offer to reimburse Mr [redacted] for the rotors he had replaced with our dealership, I will offer to reimburse him for the full amount of the last Repair Order, which totaled $ Thank you and please let me know if the customer finds this acceptable and, if so, I will put a check in the mail to him at the address we have on file Cory S [redacted] Stocker Subaru

From Cory S [redacted] In response to Mr [redacted] and his most recent response.We have answered ***'s questions about the multi point inspection many timesHe has spoken with two of my service managers and myself about the multi points and how some items are physically inspected and some are visually inspectedThe multi point inspection is a free service we provide to customers to help to try and catch issues before they become a problemWe have gone out of our way to try and help this customer and explain our processes and protocolI don't know what we can do to help satisfy him That is why I offered to reimburse him for the full amount of his last repair orderIt became apparent that he doesn't like the way we conduct our business, and that is his decision to make At this point I will still offer reimbursement for the full amount of the repair order just because this customer is obviously upset by how we conduct business, but this offer is only going to be good until Wednesday October 5, After this date I am going to consider this closedThanks and have a Great Day!WmCory S [redacted] Vice PresidentStocker Chevrolet and Subaru [redacted] ###-###-####

TO:In regards to this customer, *** ***My team of technicians perform routine Multi Point vehicle inspections on customer carsThese inspections are not merely a "Walk Around Vehicle Inspection" as this customer suggestsSome things are inspected visually as trained by the
manufacturer, other things are inspected by performing the manufacturers trained methodsAll of our technicians are trained both through us as well as the ManufacturersThese Multi Point vehicle inspections are performed at no charge to the customer and the intent behind this practice is just to show the customer transparency.This customer took his vehicle to another inspection station in August of this year to have his yearly state inspection performed, that shop apparently alerted him to low brake measurementsHe then brought the vehicle back to us and we verified that his brakes were at 3/measurements (rear brakes) which still passes the PA State inspection, and therefore were not "unsafe" as the customer claims, but were at a point where we would suggest replacement so that the brakes don't get to a point where they are unsafeThe customer chose to replace them.In specific regards to this customer, even though the only thing we may have done wrong was fail to communicate effectively, we did offer to give him his money back for the cost of the rotors and also offered to mount and balance tires on his vehicle at no charge, as he will probably want to replace those soon as well, just out of customer good will.If you have any questions about this please feel free to reach out to me, my number is ###-###-####.Thanks Cory S*** Stocker Subaru

I am not sure how this went so far off the rails.  As generous as the offer from Stocker is, I am not seeking money for nothing, nor free work.  I needed pads regardless of anything, and I have no difficulty paying for them.  The initial offer as laid out by the service manager Kim S[redacted] was fine and my intention was to accept it.  I will need the services of a Subaru dealer for some time.  Kim even committed not to discontinue the practice of providing them to me on future visits which was fine.  All I wanted to know at that time (and still want to know) is which of the check-listed items was actually checked on this most recent list—the last one I recieved.  The transmission fluid?  The differential fluid? Etc.   I believe this is an eminently fair, clear, unambiguous, and perfectly reasonable question.  Instead of an answer I have been told that the technician has 30 years of experience; that the checklist is a standard Subaru practice; and to take my business elsewhere.  Now I am being offered money.    Is there some reason why my question cannot be answered?  That is really all I am after.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not need any additional comment from the business. I wanted to make a statement in response to their response since it does not reflect my view of the complaint. Please publish both my initial and secondary response regarding this matter. I do not think there can be a resolution to our issue. Corey thinks and maintains that nothing happened when I am telling him as a costumer what happened. This could have been resolved over the phone, when I initially had concerns, even before we met in person if Corey would have said "I'm sorry that you feel that our service was not to your standard. Can we take another look at the car and perform the service again so that it meets your standards." I would have taken my car there and had them fix their mistake and there would have been no more speak of this event. Instead, Corey has to deny all wrong doing and pretend like I am an it. I just want the dialog to be published so people are informed. Other than that you cannot change someone who had a terrible ego problem and doesn't value customer service. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Mr. S[redacted]'s assertion in his most recent response that I have been advised how some of the items are visually inspected and some physically is patently untrue.  In fact, this is precisely the information I have been attempting to obtain for a month--no more and no less.  He has never provided that information, though he asserts he has discussed it several times.  If he has, it should therefore be a relatively trivial matter to end this complaint.  He merely needs to provide, as a response to this Revdex.com complaint, the same checklist of the items and which were physically checked vs. visually.  That was, after all, my initial request over a month ago--it remains a reasonable and valid question.The dealership's complete and ongoing unwillingness to provide this information baffles me.
Regards,
[redacted]

TO:  Revdex.com Attention:  [redacted]   [redacted] In response to Mr. [redacted]s most recent response to my response in regards to complaint ID [redacted].  Although we have done nothing wrong in this case, in the spirit of customer good will not only will we offer to reimburse Mr. [redacted] for the rotors he had replaced with our dealership, I will offer to reimburse him for the full amount of the last Repair Order, which totaled $416.25.  Thank you and please let me know if the customer finds this acceptable and, if so, I will put a check in the mail to him at the address we have on file.    Cory S[redacted] Stocker Subaru

Forwarded from Cory S[redacted]At this point our position is the same. I don't understand how the customers questions haven't been answered. My offer still stands until close of business tomorrow, Wed. Oct 5.Thanks,Cory S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have attached a pdf document to this e-mail containing my response.  I think it is worth pointing out that the business is not actually even interested in resolving this complaint, notwithstanding what they might be telling you.  In my last discussion with Mr. S[redacted] he asked me to take my business elsewhere.  This is not consistent, in my view, with wanting to resolve the outstanding issue.
Regards,
[redacted]

To:  Revdex.com Reference customer complaint ID 12395195   This customer voiced their concerns to us over the phone and in person when we invited them (the customer and her husband) in to sit down and review their complaint.  Customer stated that they felt that we didn’t perform work desired...

on their vehicle.  When the customer arrived for our meeting we presented the customer with copies of the repair order (which they already had anyway) and we reviewed the technician punch times and showed the customer that the work was documented.  As we frequently do, we presented the customer with an option to accept a free oil change on our behalf just out of customer good will.  We don’t like it when we have upset customers for whatever reason, be it our fault or not like in this case, and we like to try and give customer good will when we can.  The customer and her husband refused the gesture.  At that point the customer and her husband asked if we would trade them out of their vehicle and into a new one.  We presented them with some very favorable numbers for both their trade (we presented them with a trade value of their vehicle that was greater than Kelly Blue book retail at that time) and a very favorable sale price (One that was below Kelly blue book retail at that time).  They also refused to accept these options.  At that point in our meeting the customer had refused any gesture on our part to help satisfy their feelings.  In the complaint filed with the Revdex.com the customer states “…Asked for video recording and he claims that he destroys these after a certain period…”.  Our video system (as explained to this customer) like most digital systems today has a certain amount of memory that it can hold and therefore operates on a continuous loop of adding new video and deleting older video.  This process is all automated by the system.  I do not delete anything from the system.   If we would’ve still had video of this customers vehicle being serviced when the customer raised their concern we would have gladly reviewed it but the customers didn’t raise the concern with us until long after the service was performed.  Upon their exit from the dealership the customer disrupted two sets of customers and suggested to those customers that they do business elsewhere.  At this point we have done everything we can to both show the customer the documented work and (even though there is no fault and certainly no “…dishonest practices..” on our part) present the customers with some very favorable options which they declined.    Thanks

From Cory S[redacted]In response to Mr. [redacted] and his most recent response.We have answered [redacted]'s questions about the multi point inspection many times. He has spoken with two of my service managers and myself about the multi points and how some items are physically inspected and some are visually inspected. The multi point inspection is a free service we provide to customers to help to try and catch issues before they become a problem. We have gone out of our way to try and help this customer and explain our processes and protocol. I don't know what we can do to help satisfy him.  That is why I offered to reimburse him for the full amount of his last repair order. It became apparent that he doesn't like the way we conduct our business, and that is his decision to make.  At this point I will still offer reimbursement for the full amount of the repair order just because this customer is obviously upset by how we conduct business, but this offer is only going to be good until Wednesday October 5, 2016.  After this date I am going to consider this closed. Thanks and have a Great Day!Wm. Cory S[redacted]Vice PresidentStocker Chevrolet and Subaru[redacted]###-###-####

[redacted]:I am at a loss as to how to phrase my question any more directly or clearly.  If Mr. S[redacted] is truly at a loss as to why I feel my question has not been answered, a very easy and efficient way to conclude things would be to include the answer in this thread as a matter of record.  Perhaps you could re-phrase my question so it is not so confusing.  I will re-ask the question as clearly as I can, one final time: "Please provide a copy of the list of checked items, indicating those that were checked only visuallly vs. those that were checked in greater depth." It is the same question I asked a month ago.  I have had 6 or 7 people proofread the question and am confident it is neither confusing, unclear, nor vague.  If you feel you can re-phrase it even more clearly, no one would be happier than I. [redacted]