Subaru of Twin Falls

We have met previously with the homeowner on a couple of separate occasions since the sealcoating was completed and assured him that the cracks in his driveway are filled with genuine rubber to prevent the water from seeping into the cracks and beneath the asphalt Once the cracks have been filled with hot rubber and allowed to harden, the asphalt is sealed with a quality topcoat blacktop sealer We have informed the individual that this seals the asphalt from water and moisture and prevents erosion, despite the dips in the driveway where water may collect after a rain Any hairline cracks or areas that are "alligatored" are not filled but simply protected with the sealant Alligatored areas are best repaired by removal of the asphalt to the base material and patched or replaced by an asphalt company This was recommended to the homeowner at the time we met Filling cracks and coating with sealant will prevent further erosion of the existing asphalt, but it does not provide a new layer of blacktop.We will again be visiting the homeowner either Saturday (tomorrow) or Monday the 16th

Good Morning Nicole,My Name is [redacted] the new General Sales Manager for Subaru Of Twin Falls / Canyon Motors Subaru.I received the compliant # [redacted] on Saturday after my Service dept had closed for the day.On Monday I spoke to the Service manager about the complaintI was told the Customer had there car towed inThat the Subaru they brought in was deadWe were asked to diagnose it and it had a blown motorWhich we replacedThe other parts of the Subaru were not looked in to such as: the power steering pump Because the motor was dead there was no way to tell if there was something else wrong with the carWhen replacing the motor the other components ( a/c, power steering pump, alternator, ect ) are not inspected unless there was prior knowledge of itAfter the motor is installed back into the car they put other components back in the carThe car started and ranThey called the customer to come pick up there carAfter the repair the customer paid and picked up there SubaruThen told us the the car was making a noise which happened to be the power steering pump.The manager gave them a quote to fix power steering pump with a discountBecause of the amount they just spent on the motor replacement.The internal parts of the power steering pump were beginning to fail and needed to be replaced.That's when the customer said that we must have done something to there power steering pumpAll we did is put the power steering pump back in and offer to fix it at a discount.I am sorry for the customers dismay with the old Canyon Motors SubaruWe are now a New company (Subaru of Twin Falls) with different proceduresWe are working hard to reestablish a good relationship with the community [redacted] General Sales Manager [redacted] ***

We understand the enormous frustration and sympathize with our customer regarding this issue? Unfortunately, the investigation into this issue is taking some time as the manufacturer of the sealant and the insurance companies are involved? Each must determine how this could have occurred before anything can be completely resolved? Our customer did pressure wash the driveway as indicated prior to applying the sealant and did follow the directions to not use the driveway for the recommended period of time? There was no apparent reason that the sealant would not have adhered and dried? Other driveways were sealed using the remainder of that same tank of sealant that same day with no issues? Once we were notified of the issue, the manufacturer was contacted, and the sealant was washed from the customer's driveway so it could be used? We are still working with the manufacturer and the insurance companies on this issue to come up with a resolution? We understand it is frustrating to wait this long for a resolution, but we appreciate the customer's patience and will get this resolved as soon as we can

This event unfolded by our company initially being contacted by the homeowner to get a quote for sealing the asphalt. Appointment was made, and the company came out, prepared the pavement for sealing by blowing debris from any cracks and then applying sealant. The customer was given instructions for allowing sealant to dry before use. Once the recommended time had passed, the company was contacted by customer about the job. Company owner came out to job site, inspected the gooey surface and could not readily determine why the sealant had not cured. He was told by the homeowner that the sealant should have dried as her husband had power washed it before the company came out to apply the sealant. The company owner contacted the sealant manufacturer who personally visited the job site. The manufacturer saw the power washer outside and collected a large sample of the liquid that remained in the power washer and returned to his manufacturing site where he applied the liquid to his own pavement When the liquid dried, he applied sealant from the same tank that supplied the sealant on customer’s driveway and allowed it to dry. When enough time had elapsed, he inspected the sealant and discovered that it had not dried and seemed to have “re-emulsified” into a goo. This discovery led to the assumption that, despite homeowner’s claim that only water was used to power wash their driveway, there was some sort of detergent, solvent or chemical in the power washer that caused a reaction and altered the composition of the sealant. Our insurance companies cannot find any negligence on the part of the contractor nor the manufacturer. The contractor assisted the homeowner by washing off the uncured material from their driveway Several other regional contractors obtained sealant from the same manufacturer and did so the same day as our company from the same bulk supply. No other contractors reported any issues with the sealant, and our company also had no other complaints of defective sealant from the supply in the tank used that same day as at the customer’s home. The issue appears to have occurred due to whatever existed on the surface of the customer’s pavement, and our company nor the manufacturer could have foreseen the issue. It was recommended that the customer contact their insurance company about this issue

We have met previously with the homeowner on a couple of separate occasions since the sealcoating was completed and assured him that the cracks in his driveway are filled with genuine rubber to prevent the water from seeping into the cracks and beneath the asphalt Once the cracks have been
filled with hot rubber and allowed to harden, the asphalt is sealed with a quality topcoat blacktop sealer We have informed the individual that this seals the asphalt from water and moisture and prevents erosion, despite the dips in the driveway where water may collect after a rain Any hairline cracks or areas that are "alligatored" are not filled but simply protected with the sealant Alligatored areas are best repaired by removal of the asphalt to the base material and patched or replaced by an asphalt company This was recommended to the homeowner at the time we met Filling cracks and coating with sealant will prevent further erosion of the existing asphalt, but it does not provide a new layer of blacktop.We will again be visiting the homeowner either Saturday (tomorrow) or Monday the 16th

In our last response, we indicated that we would return and respond to the homeowner's complaint as time permitted, within two weeks of that complaint We then received this final rejection from the homeowner from Revdex.com through the mail, on September 14, AFTER we had been at the homeowner's property and handled his complaint, within the time promised The homeowner was satisfied and extremely happy with the results at our last visit He was provided with a copy of his contract We assume that this last rejection we received had been sent prematurely, before we were able to return to the property In response to the telephone issue, this must be in error The telephone is through a wireless carrier and has never been disconnected or discontinued Our phone number is printed on all agreements, invoices, business cards and web pages

We understand the enormous frustration and sympathize with our customer regarding this issue Unfortunately, the investigation into this issue is taking some time as the manufacturer of the sealant and the insurance companies are involved Each must determine how this could have occurred
before anything can be completely resolved Our customer did pressure wash the driveway as indicated prior to applying the sealant and did follow the directions to not use the driveway for the recommended period of time There was no apparent reason that the sealant would not have adhered and dried Other driveways were sealed using the remainder of that same tank of sealant that same day with no issues Once we were notified of the issue, the manufacturer was contacted, and the sealant was washed from the customer's driveway so it could be used We are still working with the manufacturer and the insurance companies on this issue to come up with a resolution We understand it is frustrating to wait this long for a resolution, but we appreciate the customer's patience and will get this resolved as soon as we can

Our complaint against All Size Blacktop Sealing has been resolved.. The company came over and redid the whole driveway, (Not just a re-patch.).We are now well satisfied. Thanks everyone for their cooperation

We understand the enormous frustration and sympathize with our customer regarding this issue? Unfortunately, the investigation into this issue is taking some time as the manufacturer of the sealant and the insurance companies are involved? Each must determine how this could have occurred
before anything can be completely resolved? Our customer did pressure wash the driveway as indicated prior to applying the sealant and did follow the directions to not use the driveway for the recommended period of time? There was no apparent reason that the sealant would not have adhered and dried? Other driveways were sealed using the remainder of that same tank of sealant that same day with no issues? Once we were notified of the issue, the manufacturer was contacted, and the sealant was washed from the customer's driveway so it could be used? We are still working with the manufacturer and the insurance companies on this issue to come up with a resolution? We understand it is frustrating to wait this long for a resolution, but we appreciate the customer's patience and will get this resolved as soon as we can

I see they stated we added some cleaner to the power washer when my husband did the drivewayI have told them he did notHe only used water as instructedThis is just their excuse of getting out of any responsibilityEven if there were remnants of any cleaning solution I highly doubt that would make the entire driveway the mess it wasThey have tried to blame us as homeowners from the beginning to save their own you know whatI think it's a really bad business practiceThey left us with a huge mess without taking any responsibility in the situationI don't appreciate being called basically a liar by themI even asked for them to have my carpets cleaned as it was quite the messThey couldn't even do that.?

In our last response, we indicated that we would return and respond to the homeowner's complaint as time permitted, within two weeks of that complaint? We then received this final rejection from the homeowner from Revdex.com through the mail, on September 14, AFTER we had been at the homeowner's property and handled his complaint, within the time promised? The homeowner was satisfied and extremely happy with the results at our last visit? He was provided with a copy of his contract? We assume that this last rejection we received had been sent prematurely, before we were able to return to the property? In response to the telephone issue, this must be in error? The telephone is through a wireless carrier and has never been disconnected or discontinued? Our phone number is printed on all agreements, invoices, business cards and web pages?

This event unfolded by our company initially being contacted by the homeowner to get a quote for sealing the asphalt.? Appointment was made, and the company came out, prepared the pavement for sealing by blowing debris from any cracks and then applying sealant.? The customer was given instructions for allowing sealant to dry before use.? Once the recommended time had passed, the company was contacted by customer about the job.? Company owner came out to job site, inspected the gooey surface and could not readily determine why the sealant had not cured.? He was told by the homeowner that the sealant should have dried as her husband had power washed it before the company came out to apply the sealant.? ? The company owner contacted the sealant manufacturer who personally visited the job site.? The manufacturer saw the power washer outside and collected a large sample of the liquid that remained in the power washer and returned to his manufacturing site where he applied the liquid to his own pavement? When the liquid dried, he applied sealant from the same tank that supplied the sealant on customer’s driveway and allowed it to dry.? When enough time had elapsed, he inspected the sealant and discovered that it had not dried and seemed to have “re-emulsified” into a goo.? This discovery led to the assumption that, despite homeowner’s claim that only water was used to power wash their driveway, there was some sort of detergent, solvent or chemical in the power washer that caused a reaction and altered the composition of the sealant.? Our insurance companies cannot find any negligence on the part of the contractor nor the manufacturer.? The contractor assisted the homeowner by washing off the uncured material from their driveway? Several other regional contractors obtained sealant from the same manufacturer and did so the same day as our company from the same bulk supply.? ? No other contractors reported any issues with the sealant, and our company also had no other complaints of defective sealant from the supply in the tank used that same day as at the customer’s home.? The issue appears to have occurred due to whatever existed on the surface of the customer’s pavement, and our company nor the manufacturer could have foreseen the issue.? It was recommended that the customer contact their insurance company about this issue

I see they stated we added some cleaner to the power washer when my husband did the driveway. I have told them he did not. He only used water as instructed. This is just their excuse of getting out of any responsibility. Even if there were remnants of any cleaning solution I highly doubt that would make the entire driveway the mess it was. They have tried to blame us as homeowners from the beginning to save their own you know what. I think it's a really bad business practice. They left us with a huge mess without taking any responsibility in the situation. I don't appreciate being called basically a liar by them. I even asked for them to have my carpets cleaned as it was quite the mess. They couldn't even do that.

Our  complaint against All Size Blacktop Sealing has been resolved..  The company came over and redid the whole driveway,  (Not just a re-patch.).We are now well satisfied.  Thanks everyone for their cooperation..

Good Morning Nicole,My Name is [redacted] the new General Sales Manager for Subaru Of Twin Falls / Canyon Motors Subaru.I received the compliant # [redacted] on Saturday after my Service dept had closed for the day.On Monday I spoke to the Service manager about the complaint. I was told...

the Customer had there car towed in. That the Subaru they brought in was dead. We were asked to diagnose it and it had a blown motor. Which we replaced. The other parts of the Subaru were not looked in to such as: the power steering pump.  Because the motor was dead there was no way to tell if there was something else wrong with the car. When replacing the motor the other components ( a/c, power steering pump, alternator, ect ) are not inspected unless there was prior knowledge of it. After the motor is installed back into the car  they put other components back in the car. The car started and ran. They called the customer to come pick up there car. After the repair the customer paid and picked up there Subaru. Then told us the the car was making a noise which happened to be the power steering pump.The manager gave them a quote to fix power steering pump with a discount. Because of the amount they just spent on the motor replacement.The internal parts of the power steering pump were beginning to fail and needed to be replaced.That's when the customer said that we must have done something to there power steering pump. All we did is put the power steering pump back in and offer to fix it at a discount.I am sorry for the customers dismay with the old Canyon Motors Subaru. We are now a New company (Subaru of Twin Falls) with different procedures. We are working hard to reestablish a good relationship with the community.  [redacted]General Sales Manager[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.]
Regards,
[redacted] From my understanding when engines are replaced itis not uncommon for the gaskets to need replaced.  The service manager at Subaru was aware ofthe sound the steering wheel was making when the car was picked up because wewere told.  Also before driving away I toldthe manager the sound my car was making. The car was not making the noise before, when we received the car back itwas.  We paid $4318.45 to get our carfixed however it came back with a new problem. There was no prior knowledge of the steering making noises or we wouldhave had Subaru look at the steering when we were getting the engine fixed.   We called Subaru because we felt they should fixthe steering because it was not broken when we brought the car in and now it was.  When we called we were not treatedrespectfully the first time.  The secondtime we called Subaru offered to see if they could find a problem, the laborwould be free but we would need to pay for the part.  We decided not to go back to Subaru, at thattime.  We did go back with the enginethat Subaru put in was leaking oil.   When we brought the car in to Subaru to have themfix the leak, we wanted them to check the steering at that time.  When we received the diagnosed problem wewere told Subaru could not find an engine leak and the power steering pumpneeded to be replaced.  To replace thepump it would be $200 for the part and they would charge us half the laborcost. We did not have them fix the steering at thattime.  We wanted a second opinion.  When we took the car to a different mechanic forthe engine leak and steering we were charged $155.28.  The second mechanic confirmed we did not needa new steering pump.  The mechanicreplaced the drain plug washer and tightened oil filter and found bad inletseal to P/S pump. R&R orings-top off fluid, bleed air out of fluid and roadtest. They have not addressed the bigger issue here andthat is when the car was taken to a different mechanic the second mechanic wasable to fix the leak as well as the power steering.  We would have been over charged, needing apart replaced that was not broken and the engine leak would not have beenfixed.     I am wondering when the ownership changed, becausethis incident is fairly recent, within the last month.  I would not expect this kind of service froma company that is trying to reestablish a good relationship with the community.  Misdiagnosing problems with vehicles and nottaking responsibility for mishaps does not create positive relationships.

We have met previously with the homeowner on a couple of separate occasions since the sealcoating was completed and assured him that the cracks in his driveway are filled with genuine rubber to prevent the water from seeping into the cracks and beneath the asphalt.  Once the cracks have been...

filled with hot rubber and allowed to harden, the asphalt is sealed with a quality topcoat blacktop sealer.  We have informed the individual that this seals the asphalt from water and moisture and prevents erosion, despite the dips in the driveway where water may collect after a rain.  Any hairline cracks or areas that are "alligatored" are not filled but simply protected with the sealant.  Alligatored areas are best repaired by removal of the asphalt to the base material and patched or replaced by an asphalt company.  This was recommended to the homeowner at the time we met.  Filling cracks and coating with sealant will prevent further erosion of the existing asphalt, but it does not provide a new layer of blacktop.We will again be visiting the homeowner either Saturday (tomorrow) or Monday the 16th.