Suburban Subaru, Inc.

Complaint: ***
I am rejecting this response because
The customer did not "repeatedly" request this to be done
Sincerely,
*** ***

Prior to recieving the complaint, Suburban Subaru issued her a credit for the mounting and balancing of the tire We have since been able to secure reimbursement from Subaru** *** for the tire itself We are very sorry that she had to work this hard for a resolutionOur Service
Manager has reached out to her and shared this information I'm hopeful that this will reassure her that Suburban Subaru, and more importantly Subaru, was the right choice for her Please contact me again if I can be of any further assistance***,***

*** *** On Saturday, August 27th, *** *** brought his Subaru *** to us with a request to inspect his engine for lack of
power. Time and mileage from the date of purchase claim that this vehicle is well within the year/36000-mile warranty provided by Subaru of America, thus all repairs should be at no cost to the customer. We inspected the vehicle, found metal shavings in the engine, a bad turbo and exhaust, as well as bald tires These conditions, not beingconsistent with a 12k mile vehicle, required us to continue our investigation to include the computer which we did on Monday August 29th. After a review of its readings, it appears the vehicle has been modified The vehicle limits set by the manufacturer allow for RPM’s of before it shuts down, this vehicle was pushed to RPM. The limits of the turbo boost are set for PSI, the turbo was spinning at PSI, and the vehicle was driven at a high rate of speed, MPH. These built in limits are set and not designed to be changed. Based on this, we informed the customer that we were unable to continue with any repair or provide any complimentary alternate transportation until we hear from Subaru of America and receive authorization Once Subaru reviewed the documentation, they advised us that the warranty had been voided since the vehicle had been altered The computer readings clearly demonstrate that this vehicle was tampered with and operated well beyond its limits. It is clearly stated in Subaru's warranty booklet that all warranties become void once a vehicle has been altered. *** *** received this book the day they took delivery of this vehicle. As a franchised dealer, we are authorized to operate under the guidelines provided us by the manufacturer *** *** issue is not with Suburban Subaru, we therefore decline his request for a new vehicle. Please feel free to contact me again if you have any further questions, comments or concerns. Respectfully, Lane R*** General Manager

To Whom it May Concern:
Unfortunately, inquiries were made on the consumers behalf in an attempt to secure financing for a vehicle The customer asked us repeatedly to do so, we complied, these are legitimate inquiries We are unable to have them removed We
apologies for any inconvenience this may have causedPlease call, email or text with questions, comments or concernsSincerely,
Lane R***
General Manager
Office: ###-###-####
Cell: ###-###-####

*** ***
We have been able to reach an amicable resolution with *** ***, he has agreed to a credit of $to be used for parts, service or the purchase of a new or used vehicle from Suburban Subaru Please contact me if you have any further comments, questions or concerns
Sincerely,
Lane R*** General Manager

Mr*** has been to the dealership, he spoke with the manager that handled his transaction, some adjustments have been made and Mr*** appears to be satisfied Please don't hesitate to contact me again if the need arises
Thank
you,
Lane R***
General Manager

Ms. [redacted], 
The original loan with [redacted] has been rescinded and the new loan is in place.  The Fifth Third loan has been cancelled and I am currently waiting for letter from them to provide to Ms. [redacted].  
Credit Bureaus allow consumers...

to shop for terms, thus multiple inquiries will not affect a credit score as long as a loan is originated in a timely fashion.  Since a loan was generated for this purchase, her score would not be adversely affected by the second inquiry, thus there is no letter to provide her with.  
The $3000.00 was the down payment for the vehicle and the remaining balance was financed.  It is not something that can be returned.  
Attached is a letter I have sent to Ms. [redacted] when this matter was first brought to my attention.  If I may be of any further assistance, please don't hesitate to contact me again. 
Sincerely, 
[redacted]
General Manager

Complaint: [redacted]I am rejecting this response because: Suburban Subaru of Vernon is and was the only dealership/shop that worked on the vehicle. I did not and would not tamper with the engine. I insist a Subaru of America zone rep to inspect the vehicle for any signs of mods while I am physically present. Again I would settle for either a replacement or a refund.
Sincerely,
[redacted]

[redacted] contacted Suburban Subaru on March 10th
requesting information about a 2015 [redacted].  She exchanged emails with a sales specialist
during which she was told the price and expected delivery time.  She made an appointment and elected to drive,...

from
almost an hour away, on 3.12.15 to test drive a car.    
While here, we appraised her car, gave her a trade value that she
was satisfied with and executed a purchase and sale agreement.  Contractually, [redacted] purchased a 2015
[redacted] in [redacted], trading in her 2013 [redacted].  Attached is the signed purchase and sale
agreement stating our refund policy, and that we would give her the deposit back
at time of delivery.  She has not yet taken delivery.  
Not sure what changed between the 12th and the 13th,
but we expect [redacted] to honor her commitment, pick up her new car, trade us
her old car: just as she would expect that we honor ours. 
[redacted]
General Manager
[redacted]
[redacted]

We've made restitution to the customer.   Please contact me again if necessary.  Thanks...[redacted]

To Whom it May Concern, 
I personally spoke and emailed Mr. [redacted], as did our Finance Manager and our Business Development Center Manager.  We were threatened with negative social media posts if we were unable to accommodate his requests.  He has since followed through on his threats, as well as contacted you.  It was always, has been and still is our goal to help him into a vehicle of his choice, or any vehicle for that matter, unfortunately, his current circumstances combined with our banks lending policies will not allow us to comply.  We are sorry for the outcome, and are still unable to have these inquiries removed.   
Sincerely, 
Lane R[redacted]
General Manager

Mr. [redacted] brought his vehicle here because of an accident, unfortunatley, we don't have a body shop so we are unable to provide him with an estimate.  While here he authorized us to inspect the undercarriage of his vehicle for mechanical damage/repairs.  We quoted him an hour...

inspection, he authorized it and ultimately paid it.  Since then, he has stopped payment on his credit card for said inspection and we are currently working towards a resolution.  
Please contact me if I may be of any further assistance.   
Lane R[redacted]
General Manager
###-###-####

Ms. [redacted], 
I appreciate Ms. [redacted] position, unfortunately, this was not fraudulent behavior, it was a mistake.  The mistake has been rectified.  
Sincerely, 
[redacted]
General Manager

Complaint: [redacted]
I am rejecting this response because:  
Due to this type of fraudulent behavior -as of today my credit score dropped 20 points (I have a copy).  This could make a huge difference if I were going to make a purchase.  I again, ask for my deposit ($3000) back as minor compensation.  As Mr. [redacted] is aware - there were 3 loans for the same title of car.  This is a problem made by his company, not me.
Sincerely,
[redacted]

Review: We went to look at a vehicle at suburban,they did not have what we were looking for, the salesman told us he could get us one in 60 to 90 days and requested a. Deposit - we gave 1,000 at there request on a [redacted]. Card and was told this was refundable-- the paperwork reads refundable at the time of delivery-- the following day I phoned the sales mgr to tell him we decided we did not want to wait and asked for our money to be returned to our account-- the salesman said that's not how it works- we exchanged words and repeated we did not want to do business with him under these circumstances- the business mgr stated we will see you when the car gets here. We signed nothing except papers asking him to locate us a car- they never even did a credit check on us to see if we qualified for the percentage rate they quoted us 1.9 percent- do we not have a right to change our minds without loosing 1000 dollars. Terrible way to do business- there were other discrepancies in things we were told as well - all we want is our deposit back - I definitely do not want to do business with people like thisDesired Settlement: Please return our deposit. We visited the showroom on 3/12/15 and contacted them on 3/13/15 at 9 am

Business

Response:

[redacted] contacted Suburban Subaru on March 10th

requesting information about a 2015 [redacted]. She exchanged emails with a sales specialist

during which she was told the price and expected delivery time. She made an appointment and elected to drive, from

almost an hour away, on 3.12.15 to test drive a car.

While here, we appraised her car, gave her a trade value that she

was satisfied with and executed a purchase and sale agreement. Contractually, [redacted] purchased a 2015

[redacted] in [redacted], trading in her 2013 [redacted]. Attached is the signed purchase and sale

agreement stating our refund policy, and that we would give her the deposit back

at time of delivery. She has not yet taken delivery.

Not sure what changed between the 12th and the 13th,

but we expect [redacted] to honor her commitment, pick up her new car, trade us

her old car: just as she would expect that we honor ours.

[redacted]General Manager

Review: This is a review basing my experience that I had with Suburban Subaru. I have bought two cars from them in the past. I bought one [redacted] and one Subaru. I had one financed and one leased. I didn’t have a problem with the first vehicle. When I went and chose to purchase another vehicle promises were made and they had a hard time keeping them, however they did manage to keep their promises after a long and tedious back and forth process with them. However I was satisfied.

This time is a new story. Back in February and March of 2015 I submitted a credit app on the internet and I had a vehicle in mind that I wanted to purchase. I had 2500 down for the vehicle and I was ready to go and purchase. I spoke with Jamie and he said that he was processing my application and they were going to take a look at the vehicle and tell me what it needed. Needless to say time went by and I never received a call. I had called a few times and was told they were working on it. So let’s fast forward. I never left a bad review for them on that and I thought that I would give them another chance even though they hit my credit multiple times. I figured maybe it was a heads up for me to maybe repair my credit a little more. I left it at that and didn’t do anything.

Within the last week I have been working with Suburban Subaru in regards to a new application that I submitted. They hit my credit 2 times for a vehicle that I was interested in. They told me that I needed 1 800 dollars down. I stated that I had CLOSE to it at the time and might want to wait until February.

So I was able to find a person that wanted to co sign for me.

Then someone said that they would get back to us about the joint app. Well I called and spoke with a Britlyn and she gave me an attitude and basically gave me the impression that she didn’t want me calling and I was bothering her. Just to let them do whatever the heck it is they do. I was like ok. I wrote emails to the President Pete and the General Manager Lane. They said they had a plan and Jamie stated that he was CONFIDENT he would make it work for me. The plan was to get something for zero down or close to it. Jamie assured me he had a plan and was confident and also the manager Lane assured me the full force of suburban Subaru was working to try and get me a loan. Now this is all considering a year or so more ago I had to voluntary surrendered both my vehicles due to hardships in my life. The finance manager and the general manager were well aware of this. Why could they not have known I would be denied for a better loan than what they originally offered me? They have been doing this for many many years… My credit got hit WELL over 10 times. My credit monitoring service noticed a drop in over 75 points !!!! I am trying to rebuild credit !!!

I feel like a bunch of credit reports were just run to show me that they were doing something when in reality they didn’t do anything that could have helped me. All it did was hurt me and the effort of trying to repair my credit for the last year and a half. I am now in a worse credit situation and DEFINETLY cannot get a loan anywhere without a large amount of money down. The sad part is I had most of the 1800 they originally wanted down, but they were not willing to work with me and see if it couldn’t be reduced the tiniest bit with the holidays so close.

They claim that after hitting my credit well over 10 times and ruining my credit even more, I am still approved for a loan with 1800 down and to keep my head up and life will get better. Way to add insult to injury. I am extremely disappointed especially since they seemed so confident in being able to help me and get me into SOMETHING to drive to work so I can provide for my family before the car I am driving now dies. I am heartbroken and have lost most of my confidence since repairing my credit as much as I did after looking at the scores last night after all the hard hits. I wish this never happened. This was the worst possible gift someone could get at this time of year. Their credit being hurt bad was pretty much what I wanted for Christmas. And still no vehicle.Desired Settlement: remove all inquires on my credit report

Business

Response:

To Whom it May Concern:

Review: I purchased a vehicle from Suburban Subaru March 15, 2014. I was advised two weeks later that I had a delinquent tax bill that needed to be paid in order to validate the registration. I made the payment April 25, 2014. I sent proof of the payment from the tax office to the salesman, [redacted], who text me back to advise he would work on the registration. I found out that this was not done when I was pulled over on Friday February 20, 2015 for driving a car with an unregistered license plate. I was unaware that I was driving an unregistered car since July 1, 2015. I contacted the auto dealership and spoke with [redacted] who advised me it was not their problem it was mines. I then spoke with the business manager [redacted], who advised me to send in proof of my tax payment and the text conversation that I had with the salesman on April 25, 2014 stating he would work on my registration. I sent the information to [redacted] at [redacted]. I have yet to receive a response from Jaime, however I cannot drive an unregistered car which I need to transport my children to and from school, doctors appointments, etc. I am going to pay to have my car registered "again". I've already paid this amount which is on the vehicle purchase agreement. I would like for the dealership to reimburse me the amount that I paid to have my car re-registered.Desired Settlement: I would like to be reimbursed the amount of the vehicle registration.

Business

Response:

We've made restitution to the customer. Please contact me again if necessary. Thanks...[redacted]

Review: I purchased a 2004 Subaru Impreza STI with 72,000 Miles on it for my son which he is making payments on. When we purchased the vehicle we were also told that we will be purchasing an extended warranty that covers everything but normal wear and tear, brakes, oil changes and regular maintenance. So far the vehicle has been brought in for 2 oil changes. One oil change was performed at 74,000 miles and the next one at 77,000 miles. The car currently has 79,000 miles on it. Instead of doing the 6500 mile oil changes we decided to do everything at 3000 mile intervals to make sure the car stays in perfect condition and also since the vf39 turbo on the vehicle are known to have problems that is another reason for the oil changes every 3000 miles. On Sunday march 17th my son was on his way to work which is a 10 minute drive and the car made a knocking sound, every light turned on, and the car shut off and lost all power. He pulled the vehicle over and called triple a for a tow. The vehicle was then towed to Suburban Subaru. Monday morning the car was in for service and he received 2 phone calls from a service writer named [redacted] asked if he added any of the aftermarket parts that were on the car. My son's response to [redacted] was "everything that is on the car was sold to him as is. I did not make any changes in removing parts or adding parts to the vehicle." [redacted] said "okay and we will give you a call to see if the warranty company will cover it" A few hours later [redacted] called my son and asked if he also added the "Cobb acessport" to the car. My son said "he bought the car as is and never hooked cobb into it or adjusted anything." Subaru is now saying they want $1000 to remove engine and the warranty company might not cover it.

Desired Settlement: DesiredSettlementID: Replacement

Subaru made the mistake of selling an extended warranty on a vehicle that already has aftermarket parts on it. If the warranty company will not cover all the parts and labor then suburban Subaru should cover all the cost or repair due to them selling the warranty with aftermarket parts on it. They also should refund the extended warranty because it will do us no good in the future because the company wont cover the car due to aftermarket parts that Subaru sold on the vehicle at purchase.

Business

Response:

Business Response /* (1000, 5, 2013/04/04) */

We are currently working with the service contract company and the customer to get the claim processed and approved..may need more then April 8th for a resolution. the customer has been kept aware of the proceedings.

Review: I am shocked at the "customer service" I have encountered at this dealership. I've been having issues with Suburban ever since I purchased the car, especially with the service department. 3 months after purchasing this vehicle, one of my tires randomly blew out and needed to be replaced. I obviously took it back to the dealership, assuming it would be covered by the dealership/warranty, because this was completely abnormal. I had driven my 1996 [redacted] for over 11 years and never had this happen. I did not run anything over or hit any potholes, I was on my usual commute to work with no changes in my routine when it happened. After bringing it back to the dealership and having to come back the next day for the tire (at which time I also got the remote car starter installed), I was told it was definitely not covered by any warranty or by the dealership. They were not very helpful and quite rude at several points in our conversation. At one point he and a man next to him started snickering at me when I was inquiring why I would also be charged to mount/balance the tires ON TOP OF paying full retail for a tire on the $31,000 car I purchased from THIS DEALERSHIP 3 months ago. Not only is it unacceptable that a 3-month-old tire would need to be replaced, but it was completely unacceptable that I had to pay full retail for the replacement tire, in addition to paying for mounting/balancing and a "disposal fee" (even though we had JUST discussed that the tire was going to be shipped back to the manufacturer). To add insult to injury, the employees at this dealership are rude and mostly uninformed about their own products. I can't even tell you how many times I've had to correct them on incorrect information about the 2015 [redacted] that was even on the Suburban website, and when I had questions it seemed like nobody really ever knew any answers.

Furthermore, no one happened to mention to me (until AFTER it was installed, of course) that when you use the remote starter (which only works when you're very close to the car), the car immediately turns back off as soon as the door is opened. If I had known this, I would definitely NOT have paid nearly $500 for it.

It was also unacceptable that I was not "assigned" another contact person when my car salesman left the dealership (and also the country). He had specifically mentioned to me that when parts that I had ordered came in, he would contact me and deal with the Service department for me.

I sincerely regret buying a Subaru, and I regret even more having bought it from Suburban. I don't even enjoy driving this car anymore because of the experiences I have had with this dealership. I fully intend on reporting everything I've encountered (and documented) to Subaru (corporate), the motor trade association, and the local consumer protection office. I am extremely disappointed and disgusted with this dealership.Desired Settlement: I do NOT think I should have to pay full retail price to replace a brand new tire that I had just purchased from the dealership.

Business

Response:

Prior to recieving the complaint, Suburban Subaru issued her a credit for the mounting and balancing of the tire. We have since been able to secure reimbursement from Subaru[redacted] for the tire itself. We are very sorry that she had to work this hard for a resolution. Our Service Manager has reached out to her and shared this information. I'm hopeful that this will reassure her that Suburban Subaru, and more importantly Subaru, was the right choice for her. Please contact me again if I can be of any further assistance. [redacted],[redacted]

Review: On Saturday May 25th I put down 500.00 as a deposit on a car. The sales man Jorge Wolff told me it was ONLY a deposit, I could get my money back if I changed my mind. On Monday May 27th I changed my mind and asked for my money back. Jorge refered me to his manager that told me I was NOT getting my deposit back. "We made a DEAL". I told him what Jorge said and he responded "I've known Jorge for 10 years. He would NEVER say that. You are NOT getting your money back!'.

Product_Or_Service: Car

Account_Number: RCPT # XXXXXX

Desired Settlement: DesiredSettlementID: Refund

I want my money back.

Business

Response:

Business Response /* (1000, 3, 2013/05/29) */

Contact Name and Title: [redacted]

Contact Phone: XXXXXXXXXX

Contact Email: [redacted].com

I have received this under a separate email, and have refunded Mr. [redacted] his deposit...