Initial Business Response /* (1000, 5, 2015/10/09) */
October 9, 2015
Case #XXXXXXX
To whom it may concern,
We regret Ms. [redacted] is unsatisfied with us. She had first called our dealership at 9:00 am saying that her headlights were not working. At That point she had said that the low beam...
bulbs were not working and that the bulbs had been replaced. Our service writer at that time told her that it was then an electrical problem and that she should take it to a Subaru dealer since we do not have wiring diagrams for it. Then later at about 3:00pm she showed up at dealership. She stated to me that she had 35,000 miles on the vehicle and that it was a 2013. At that point I called the nearest Subaru dealer to find out about the factory warranty. They had told me that it had a 3 year 36,000 mile warranty. I tried explaining to customer that since it was under factory warranty that it would have to go there to be completed. She was also told at that time that if it wasn’t under factory warranty that her extended warranty would cover it. While on phone with Subaru dealer they had said that they would be more than happy to look at it yet that evening. I also tried explaining that with it not being a General Motors or Toyota model that our computers would not work on it. Our computers are branding specific. The Subaru dealer is 43 miles from our location and she would have been able to have it looked at, if she had gone straight there. And, if she would have taking to Subaru dealer after the first time she had called there wouldn’t have been an issue if it was getting dark. Of course, another option would be for the Borders to trade the Subaru for a Toyota or General Motors vehicle and we would be more than happy to accommodate her and fully able to do so. We are very experienced and deny that Ms. [redacted] was lied to or cheated out of service.
Sincerely,
[redacted]
Service manager
Tyler Toyota
XXX-XXX-XXXX
[redacted]@yahoo.com
Initial Business Response /* (1000, 5, 2015/10/09) */
October 9, 2015
Case #XXXXXXX
To whom it may concern,
We regret Ms. [redacted] is unsatisfied with us. She had first called our dealership at 9:00 am saying that her headlights were not working. At That point she had said that the low beam...
bulbs were not working and that the bulbs had been replaced. Our service writer at that time told her that it was then an electrical problem and that she should take it to a Subaru dealer since we do not have wiring diagrams for it. Then later at about 3:00pm she showed up at dealership. She stated to me that she had 35,000 miles on the vehicle and that it was a 2013. At that point I called the nearest Subaru dealer to find out about the factory warranty. They had told me that it had a 3 year 36,000 mile warranty. I tried explaining to customer that since it was under factory warranty that it would have to go there to be completed. She was also told at that time that if it wasn’t under factory warranty that her extended warranty would cover it. While on phone with Subaru dealer they had said that they would be more than happy to look at it yet that evening. I also tried explaining that with it not being a General Motors or Toyota model that our computers would not work on it. Our computers are branding specific. The Subaru dealer is 43 miles from our location and she would have been able to have it looked at, if she had gone straight there. And, if she would have taking to Subaru dealer after the first time she had called there wouldn’t have been an issue if it was getting dark. Of course, another option would be for the Borders to trade the Subaru for a Toyota or General Motors vehicle and we would be more than happy to accommodate her and fully able to do so. We are very experienced and deny that Ms. [redacted] was lied to or cheated out of service.
Sincerely,
[redacted]
Service manager
Tyler Toyota
XXX-XXX-XXXX
[redacted]@yahoo.com