Subaru of Auburn

We have reviewed this complaintUnfortunately it appears there was miscommunication between a new Service Advisor and the customerThe vehicle was out of its original factory warranty and no extended coverage was purchased We would have worked on solutions between our Dealership,Subaru, and the CustomerHowever,by the time this issue was brought to the attention of our Management team the customer stated they had already traded the vehicle in at another dealershipWe would never suggest a customer go to another dealer to trade in their vehicleAs far as repairing the transmission, the information provided is correctThis vehicle has the CVT transmission and they are not repairableIf there is a failure the entire unit is exchangedI am sorry the vehicle had this unusual failure and we didn't have an opportunity to better resolve the problemWe have reviewed procedures with the team member that assisted in this situation to be sure this type of miscommunication of options doesn't happen in the futureWe hope the Customer enjoys their new Subaru for many years

Customer complained of recently purchased Porsche Cayenne overheating Customer dropped vehicle off with us, we diagnosed and repaired a leaking water pump to resolve issue at no charge to the customer We did take longer than to conduct the repairs due to ownership change over We acknowledge that and apologize for the customer's inconvenience She then went on a road trip and during the road trip the low coolant light came on Customer called the dealership, we recommended to add coolant Customer agreed and did that Customer's husband called and spoke with Keith M [redacted] our Service Director and confirmed that the coolant level had stabilized We haven't heard from the customer since then We are happy to assist moving forward in any way we can in order to ensure customer's satisfactionSincerely, Pete M [redacted] General ManagerRairdon's Subaru of Auburn

Complaint: [redacted] I am rejecting this response because: car was not yet a year old when this occuredYes it was used as previously mentioned [redacted] had told me that he was to call me back after he spoke to the mechanic and I never heard backThis includes checking the crank shaft belt, charging the air conditioner and the starterSincerely, [redacted]

I have left a message for the Customer but have not received a call back yetIt appears that the previous owner of the vehicle must have modified the vehicle at some pointIt looks like the Air Bag light was not on when we took the vehicle in on trade so we would have had no way to know about the
modificationWhatever the situation I understand having the vehicle in this condition would not be acceptable
I am looking to speak with the Customer and get a copy of the receipt for the work to repair the problem I am willing to reimburse the Customer for the work they had to have done to repair the Air Bag

Complaint: [redacted]I am rejecting this response because: car was not yet a year old when this occured. Yes it was used as previously mentioned. [redacted] had told me that he was to call me back after he spoke to the  mechanic and I never heard back. This includes checking the crank shaft belt, charging the air conditioner and the starter. Sincerely,[redacted]

The engine failed on this vehicle approximately one year after the customer purchased it from us used. The vehicle now has 98,000 miles on it. We offered to have the customer pay for the engine at our cost and we covered the cost of labor to install the engine. We also gave the option of trading the...

vehicle in for a different vehicle and offered the original purchase price the Customer paid as the trade in value. The 6 month warranty on the engine is the warranty provided by the company that we purchased the engine from. It is always unfortunate when a vehicle has a failure and we always try to do whats right and fair. This failure did occur one year after the purchase of a used vehicle and I feel that the offer we made was very fair.

Customer complained of recently purchased Porsche Cayenne overheating.  Customer dropped vehicle off with us, we diagnosed and repaired a leaking water pump to resolve issue at no charge to the customer.  We did take longer than normal to conduct the repairs due to ownership change...

over.  We acknowledge that and apologize for the customer's inconvenience.  She then went on a road trip and during the road trip the low coolant light came on.  Customer called the dealership, we recommended to add coolant.  Customer agreed and did that.  Customer's husband called and spoke with Keith M[redacted] our Service Director and confirmed that the coolant level had stabilized.  We haven't heard from the customer since then.  We are happy to assist moving forward in any way we can in order to ensure customer's satisfaction. Sincerely, Pete M[redacted]General ManagerRairdon's Subaru of Auburn

We have reviewed this complaint. Unfortunately it appears there was miscommunication between a new Service Advisor and the customer. The vehicle was out of its original factory warranty and no extended coverage was purchased.  We would have worked on solutions between our Dealership,Subaru, and...

the Customer. However,by the time this issue was brought to the attention of our Management team the customer stated they had already traded the vehicle in at another dealership. We would never suggest a customer go to another dealer to trade in their vehicle. As far as repairing the transmission, the information provided is correct. This vehicle has the CVT transmission and they are not repairable. If there is a failure the entire unit is exchanged. I am sorry the vehicle had this unusual failure and we didn't have an opportunity to better resolve the problem. We have reviewed procedures with the team member that assisted in this situation to be sure this type of miscommunication of options doesn't happen in the future. We hope the Customer enjoys their new Subaru for many years.