To Whom It May Concern, I have spoken to Mr [redacted] and also to his sales consultant and the Used Car Manager There seems to be some miscommunication between Mr [redacted] and his sales consultant as according to him he did not say we could not help him but did remind him that he purchased this car “as-is” and he would have to talk to the Used Car Manager He also showed me a text he sent Mr [redacted] on 11/(right after their phone conversation) giving him the name and phone number of the Used Car Manager Mr [redacted] did tell me that he did not pursue it any further and did not call the Used Car Manager In doing some research I found that there is a special policy through [redacted] on the rusted frame issue that probably would have replaced it under warranty Unfortunately Mr [redacted] has already taken care of that issue and I have given him a [redacted] Customer Service number and the bulletin number for reference to try and get reimbursed from [redacted] On the original complaint of the Catalytic convertor failing a few days after he took delivery, he did buy the car completely with no warranty, however in the spirit of goodwill I am reimbursing him for half of the amount he paid for the convertor As I explained to him and which he completely understands is there was no indication that the converter was going to fail and it was completely unforeseen issue However in the future he would need to bring the car here for us to check out if he has any other issues that he would like us to be involved withSincerely, [redacted] General Manager
Re: Complaint ID [redacted] To Whom It May Concern: I spoke to Mr. [redacted] about this issue. There was some miss communication about how the dealer locate system works. That has been cleared up with him. I did offer to refund his deposit if he no longer wanted the car. (We never keep customer deposits at... Subaru of Kings Automall) He has indicated to me that he now understands he is happy and that he does still want the car. Be currently is China but plans to return before the end of the month and pick up his new car. Please feel free to contact me if you have any other questions. Darryl R [redacted] General Manager
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Mr. [redacted] purchased a New Subaru Impreza on 4/22/2014. At the time of purchase he also purchased a Subaru Service Agreement (7yr, 70,000 mile gold plus plan). At no time did anyone describe to him that it was a maintenance agreement. In 2014 Subaru of Kings Automall did not even offer Subaru...
Maintenance Plans because every customer purchasing a New Subaru received free lifetime oil changes at our dealership. Every document clearly states Subaru Service Agreement, the purchase agreement, the additional service agreement and even the finance menu presented to him described it as "Extended Service Contract, pays for covered repairs, plus towing, and rental car, Subaru Gold Plus, 7year 70,000 miles, Deductible $100". All of these documents were acknowledged and signed by Mr. [redacted]. He spoke to the business manager on 2/10 and cancelled his Service Agreement in writing at that time. The Contract was cancelled via the Subaru electronic site on 2/10/2016. He was informed of the pro-rated refund amount and told it generally takes 4-6 weeks for checks to be issued from Subaru and that check would go to his lending institution. Subaru issued the check at the end of March and it was mailed to his lending institution the week of 4/4/2016. I never wish any customer to be upset, however we have always communicated clearly with him and he has been totally informed from purchase on 4/22/2014 though the entire cancellation process. Respectfully,Darryl RussellGeneral Manager
Re: Complaint ID [redacted] To Whom It May Concern: I spoke to Mr. [redacted] about this issue. There was some miss communication about how the dealer locate system works. That has been cleared up with him. I did offer to refund his deposit if he no longer wanted the car. (We never keep customer deposits at...
Subaru of Kings Automall) He has indicated to me that he now understands he is happy and that he does still want the car. Be currently is China but plans to return before the end of the month and pick up his new car. Please feel free to contact me if you have any other questions. Darryl R[redacted] General Manager
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
[redacted]
I have spoken to the general manager from Kings Sabaru a couple of times since making this claim, and while I accept the offer I disagree about a few of his comments. There was no miscommunication with the salesman as I gave him the opportunity to fix the issue first and I know that he said his manager told him no. I have no teason to lie. His comments to me could not be misunderstood. While he did text me his mangers number after our second conversation it was not to present my situation but to pleed for him to change his mind. The bottom line is that I purchased a car from a dealer that was deemed unsafe to drive because the frame was rusted through along with the cat converterter needed replaced in the first 50 miles of the car. The initial cost of repairs to the car totaled the cost of the car. While the dealer has provided me with a extended warranty letter from [redacted] for the rust holes in the frame it has so far proved ineffective. [redacted] is claiming that this warranty extension only applies to certain vehicles and mine is not one. I informed Kings of this and the same manager has promised to send me a repair bulletin that he believes may help. Like I said from the beginning I understand that the car came with no warranty but it should never have been sold with the issues it had and how would I have ever noticed these issues without putting the car on a lift. I can also say that the dealership has offered to pay half the converter and send me on a wild goose chase to get refunded for the frame repair because I didnt bug them more to do the right thing. They said that if I had been more insistent they would have fixed the frame for free under the extended warranty. All this came about after I filed my claim. I guess it's all my fault.
Regards,
[redacted]
October 1, 2015 Re: Case [redacted] To Whom It May Concern: I left a message for [redacted] to discuss his experience at Subaru of Kings Automall. He returned my call on 9/30 and we discussed what had taken place. As I explained to him the situation with the trade appraisal is that his price from...
another dealer was not an actual "buy bid" because when we reached out to them they would not purchase the car for that amount. So that quote was not an actual bid and that we appraise cars for what we feel is market value and don't "match" other bids. Unfortunately there seems to have been some miscommunication between him and the salesperson about how that process actually worked. That combined with the sales consultants lack of understanding of how the military discount worked with Subaru combined for a lot of confusion in the transaction. [redacted] had already negotiated down to a price that is set for any military discount so there was no further discount available. The confusion between the sales consultant and him on these issues led to him getting frustrated with the situation. Unfortunately when the Sales Manager got involved and explained that he was already at that low price he was frustrated ready to cancel the transaction at that point and comments he made to the manager offended him and he reacted in what [redacted] perceived as a condescending manner. I have reviewed with all involved this process and we have made corrections and have retrained all consultants on the military program. I apologized to [redacted] for his experience and offered my assistance in the future (he indicated he has purchased else ware). I feel our conversation was genuine and beneficial and I believe we have resoled any issues with this matter.
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.Since there was nothing wrong with the climate controls prior to the air bag service, the pulling of the dash assembly or work being preformed damaged the parts detailed. Therefore I do not feel it is my responsibility to pay for damage done while in the technicians care. As for the cable tie, nothing is documented until the third visit. So therefore since it was not documented until the third visit it did not exist the first two visits. As far as not having Kings Subaru servicing the car on a regular basis, it is these horror stories I have tried to avoid by having a technician I have a personal relationship with do my repair work. If I need to spend money for this repair I will have it done by someone I can trust. Also if Kings Subaru is willing to have a unsettled complaint on the record, that's fine with me.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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.
[To assist us in bringing this matter to a...
close, we would like to know your view on the matter.]This is the same response I received when I called the business. I trusted them to repair the car when they have already failed once. I have yet to see any documentation that the system really checked out, so I am supposed to rely on their word which doesn't comfort me at all at this point. Maybe they shouldn't make comments the lead someone to believe they will have nothing to worry about when summertime comes around. They haven't even acknowledged that they made several mistakes that cost a lot time and money. This has been the worst car buying experience I have ever had by far.
Regards,
[redacted]
To Whom It May Concern, I have spoken to Mr. [redacted] and also to his sales consultant and the Used Car Manager. There seems to be some miscommunication between Mr. [redacted] and his sales consultant as according to him he did not say we could not help him but did remind him...
that he purchased this car “as-is” and he would have to talk to the Used Car Manager. He also showed me a text he sent Mr. [redacted] on 11/21 (right after their phone conversation) giving him the name and phone number of the Used Car Manager. Mr. [redacted] did tell me that he did not pursue it any further and did not call the Used Car Manager. In doing some research I found that there is a special policy through [redacted] on the rusted frame issue that probably would have replaced it under warranty. Unfortunately Mr. [redacted] has already taken care of that issue and I have given him a [redacted] Customer Service number and the bulletin number for reference to try and get reimbursed from [redacted]. On the original complaint of the Catalytic convertor failing a few days after he took delivery, he did buy the car completely as-is with no warranty, however in the spirit of goodwill I am reimbursing him for half of the amount he paid for the convertor. As I explained to him and which he completely understands is there was no indication that the converter was going to fail and it was completely unforeseen issue. However in the future he would need to bring the car here for us to check out if he has any other issues that he would like us to be involved with. Sincerely,[redacted]General Manager
To Whom It May Concern, I have spoken to Mr [redacted] and also to his sales consultant and the Used Car Manager There seems to be some miscommunication between Mr [redacted] and his sales consultant as according to him he did not say we could not help him but did remind him that he purchased this car “as-is” and he would have to talk to the Used Car Manager He also showed me a text he sent Mr [redacted] on 11/(right after their phone conversation) giving him the name and phone number of the Used Car Manager Mr [redacted] did tell me that he did not pursue it any further and did not call the Used Car Manager In doing some research I found that there is a special policy through [redacted] on the rusted frame issue that probably would have replaced it under warranty Unfortunately Mr [redacted] has already taken care of that issue and I have given him a [redacted] Customer Service number and the bulletin number for reference to try and get reimbursed from [redacted] On the original complaint of the Catalytic convertor failing a few days after he took delivery, he did buy the car completely with no warranty, however in the spirit of goodwill I am reimbursing him for half of the amount he paid for the convertor As I explained to him and which he completely understands is there was no indication that the converter was going to fail and it was completely unforeseen issue However in the future he would need to bring the car here for us to check out if he has any other issues that he would like us to be involved withSincerely, [redacted] General Manager
Re: Complaint ID [redacted] To Whom It May Concern: I spoke to Mr. [redacted] about this issue. There was some miss communication about how the dealer locate system works. That has been cleared up with him. I did offer to refund his deposit if he no longer wanted the car. (We never keep customer deposits at... Subaru of Kings Automall) He has indicated to me that he now understands he is happy and that he does still want the car. Be currently is China but plans to return before the end of the month and pick up his new car. Please feel free to contact me if you have any other questions. Darryl R [redacted] General Manager
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Mr. [redacted] purchased a New Subaru Impreza on 4/22/2014. At the time of purchase he also purchased a Subaru Service Agreement (7yr, 70,000 mile gold plus plan). At no time did anyone describe to him that it was a maintenance agreement. In 2014 Subaru of Kings Automall did not even offer Subaru...
Maintenance Plans because every customer purchasing a New Subaru received free lifetime oil changes at our dealership. Every document clearly states Subaru Service Agreement, the purchase agreement, the additional service agreement and even the finance menu presented to him described it as "Extended Service Contract, pays for covered repairs, plus towing, and rental car, Subaru Gold Plus, 7year 70,000 miles, Deductible $100". All of these documents were acknowledged and signed by Mr. [redacted]. He spoke to the business manager on 2/10 and cancelled his Service Agreement in writing at that time. The Contract was cancelled via the Subaru electronic site on 2/10/2016. He was informed of the pro-rated refund amount and told it generally takes 4-6 weeks for checks to be issued from Subaru and that check would go to his lending institution. Subaru issued the check at the end of March and it was mailed to his lending institution the week of 4/4/2016. I never wish any customer to be upset, however we have always communicated clearly with him and he has been totally informed from purchase on 4/22/2014 though the entire cancellation process. Respectfully,Darryl RussellGeneral Manager
Re: Complaint ID [redacted] To Whom It May Concern: I spoke to Mr. [redacted] about this issue. There was some miss communication about how the dealer locate system works. That has been cleared up with him. I did offer to refund his deposit if he no longer wanted the car. (We never keep customer deposits at...
Subaru of Kings Automall) He has indicated to me that he now understands he is happy and that he does still want the car. Be currently is China but plans to return before the end of the month and pick up his new car. Please feel free to contact me if you have any other questions. Darryl R[redacted] General Manager
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
[redacted]
I have spoken to the general manager from Kings Sabaru a couple of times since making this claim, and while I accept the offer I disagree about a few of his comments. There was no miscommunication with the salesman as I gave him the opportunity to fix the issue first and I know that he said his manager told him no. I have no teason to lie. His comments to me could not be misunderstood. While he did text me his mangers number after our second conversation it was not to present my situation but to pleed for him to change his mind. The bottom line is that I purchased a car from a dealer that was deemed unsafe to drive because the frame was rusted through along with the cat converterter needed replaced in the first 50 miles of the car. The initial cost of repairs to the car totaled the cost of the car. While the dealer has provided me with a extended warranty letter from [redacted] for the rust holes in the frame it has so far proved ineffective. [redacted] is claiming that this warranty extension only applies to certain vehicles and mine is not one. I informed Kings of this and the same manager has promised to send me a repair bulletin that he believes may help. Like I said from the beginning I understand that the car came with no warranty but it should never have been sold with the issues it had and how would I have ever noticed these issues without putting the car on a lift. I can also say that the dealership has offered to pay half the converter and send me on a wild goose chase to get refunded for the frame repair because I didnt bug them more to do the right thing. They said that if I had been more insistent they would have fixed the frame for free under the extended warranty. All this came about after I filed my claim. I guess it's all my fault.
Regards,
[redacted]
October 1, 2015 Re: Case [redacted] To Whom It May Concern: I left a message for [redacted] to discuss his experience at Subaru of Kings Automall. He returned my call on 9/30 and we discussed what had taken place. As I explained to him the situation with the trade appraisal is that his price from...
another dealer was not an actual "buy bid" because when we reached out to them they would not purchase the car for that amount. So that quote was not an actual bid and that we appraise cars for what we feel is market value and don't "match" other bids. Unfortunately there seems to have been some miscommunication between him and the salesperson about how that process actually worked. That combined with the sales consultants lack of understanding of how the military discount worked with Subaru combined for a lot of confusion in the transaction. [redacted] had already negotiated down to a price that is set for any military discount so there was no further discount available. The confusion between the sales consultant and him on these issues led to him getting frustrated with the situation. Unfortunately when the Sales Manager got involved and explained that he was already at that low price he was frustrated ready to cancel the transaction at that point and comments he made to the manager offended him and he reacted in what [redacted] perceived as a condescending manner. I have reviewed with all involved this process and we have made corrections and have retrained all consultants on the military program. I apologized to [redacted] for his experience and offered my assistance in the future (he indicated he has purchased else ware). I feel our conversation was genuine and beneficial and I believe we have resoled any issues with this matter.
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.Since there was nothing wrong with the climate controls prior to the air bag service, the pulling of the dash assembly or work being preformed damaged the parts detailed. Therefore I do not feel it is my responsibility to pay for damage done while in the technicians care. As for the cable tie, nothing is documented until the third visit. So therefore since it was not documented until the third visit it did not exist the first two visits. As far as not having Kings Subaru servicing the car on a regular basis, it is these horror stories I have tried to avoid by having a technician I have a personal relationship with do my repair work. If I need to spend money for this repair I will have it done by someone I can trust. Also if Kings Subaru is willing to have a unsettled complaint on the record, that's fine with me.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
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.
[To assist us in bringing this matter to a...
close, we would like to know your view on the matter.]This is the same response I received when I called the business. I trusted them to repair the car when they have already failed once. I have yet to see any documentation that the system really checked out, so I am supposed to rely on their word which doesn't comfort me at all at this point. Maybe they shouldn't make comments the lead someone to believe they will have nothing to worry about when summertime comes around. They haven't even acknowledged that they made several mistakes that cost a lot time and money. This has been the worst car buying experience I have ever had by far.
Regards,
[redacted]
To Whom It May Concern, I have spoken to Mr. [redacted] and also to his sales consultant and the Used Car Manager. There seems to be some miscommunication between Mr. [redacted] and his sales consultant as according to him he did not say we could not help him but did remind him...
that he purchased this car “as-is” and he would have to talk to the Used Car Manager. He also showed me a text he sent Mr. [redacted] on 11/21 (right after their phone conversation) giving him the name and phone number of the Used Car Manager. Mr. [redacted] did tell me that he did not pursue it any further and did not call the Used Car Manager. In doing some research I found that there is a special policy through [redacted] on the rusted frame issue that probably would have replaced it under warranty. Unfortunately Mr. [redacted] has already taken care of that issue and I have given him a [redacted] Customer Service number and the bulletin number for reference to try and get reimbursed from [redacted]. On the original complaint of the Catalytic convertor failing a few days after he took delivery, he did buy the car completely as-is with no warranty, however in the spirit of goodwill I am reimbursing him for half of the amount he paid for the convertor. As I explained to him and which he completely understands is there was no indication that the converter was going to fail and it was completely unforeseen issue. However in the future he would need to bring the car here for us to check out if he has any other issues that he would like us to be involved with. Sincerely,[redacted]General Manager