Walser Subaru

Initial Business Response /* (1000, 9, 2015/09/29) */
Good Afternoon,
The General Manager of Walser Subaru, Jeff ***, has met and talked with Mr***The have come to a mutual agreement that Walser Subaru will pay for 50% of the brake repairs
Thank you,
Peggy ***
Walser
Automotive

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI'm not at all convinced that Walser Subaru sales staff would have replaced this radio without my filing a Revdex.com complaint but once I did they seemed highly motivated to resolve the issueThe service staff, on the other hand, were uniformly straightforward and very considerate

Dear Revdex.com: Walser Subaru has completed the install for Mr***We apologize for the delay but belive that this complaint is resolved and closed. Thank you,Jeff ***General Manager, Walser Subaru

Jeff ***, the General Manager of Walser Subaru, has been in contact with *** ***Walser Subaru has agreed to fix the Bluetooth part of the radioThe part has been on backorder and arrived at the dealership today*** has an appointment for tomorrow, August 9,
2016 to complete the radio assembly installOnce installed, we believe the complaint should be resolved.Thank you, Peggy ***

Initial Business Response /* (1000, 9, 2015/08/25) */
[redacted] from has reached out to Mr. [redacted]. We fixed the sway bar on the customers vehicle at no cost to them. We believe the issues with his vehicle have been resolved.
Thank you

Customer confirms that install has been completed -- Revdex.com closing complaint 'Resolved' at this time.

Initial Business Response /* (1000, 8, 2015/08/04) */
On April 29th, 2015 Walser Subaru sold a 2011 Subaru Outback to [redacted] with 53105 miles, at the time of purchase the customer declined to purchase the additional comprehensive coverage offered. Walser has since installed the...

aftermarket hitch accessory for the customer. It was not until July 15, 2015 that the customer had shared any concerns, in regard to the customer experience at Walser Subaru, the General Manager of Walser Subaru has reached out to the customer. The customer has assured Walser that she is satisfied with the vehicle purchase and the installation of the accessory. At this time there is no current issue. As for the previously stated complaint we believe it was a miscommunication and appreciate the customers wiliness to bring their concerns to our attention. As always Walser welcomes the customer to contact the dealership if any additional concerns may arise. However Walser's Subaru General Manager has had dialogue with the customer and has offered to personally assist with any future endeavors, he has provided the customer with his direct contact information.
Initial Consumer Rebuttal /* (3000, 10, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response given by Walser Subaru. Their statement includes inaccurate dates and misrepresentations of statements we made to them. I will address these concerns in the order they appear.
"It was not until July 15, 2015 that the customer had shared any concerns, in regard to the customer experience at Walser Subaru, the General Manager of Walser Subaru has reached out to the customer." This is incorrect, we were in contact with the dealership as early as Sunday, May 10th, 2015, a fact their customer service logs will confirm. Our first call on the 10th was regarding the same overheating issue we are still in the process of dealing with. Additionally after they installed the hitch accessory, I completed a phone evaluation indicating that I was dissatisfied with the service we received and scheduling systems, this survey took place before the stated date above.
"The customer has assured Walser that she is satisfied with the vehicle purchase and the installation of the accessory." This is a complete misrepresentation of my feelings. Although I am satisfied with the accessory installation (no complaints there) I am no where near satisfied with the quality of the vehicle I purchased, and Walser Subaru's complete lack of customer service mere weeks after the vehicle was purchased. That being said, I am satisfied with the response I received after the Revdex.com complaint was made. The GM of Walser Subaru called and gave me his name and number to use if we have further issues. This is satisfactory, but still doesn't excuse the poor vehicle condition and poor customer service prior to my Revdex.com complaint.
"At this time there is no current issue." This is technically true, while we are not currently experiencing issues, this is no guarantee that the issues won't resurface. I also take issue with this statement because of Walser Subaru's complete lack of participation in the resolution of our issues. We have worked independently through Subaru's corporate customer service and with another area dealership to get ourselves to this position. I do not accept Walser's implicit suggestion that they had anything to do with the tenuous resolution we have found and reject the notion that our issues are resolved.
"As for the previously stated complaint we believe it was a miscommunication and appreciate the customers wiliness to bring their concerns to our attention." This is incorrect, our concerns do not revolve around the difficulties we experienced in scheduling service appointments. While that added an additional layer of frustration, our primary concern is with the dealership being unresponsive to the concerns we raised about vehicle integrity within the first 30 days of ownership, and their apparent "too bad, so sad" attitude to these concerns.
To address the rest of their response, It is true I was contacted by the GM of Walser Subaru, and was given his name and number to use if we have any further issues. If we have not managed to resolve these issues ourselves, and we continue to experience problems with the vehicle, I intend to contact him and request additional service or repairs be made to the vehicle. Additionally I would be happy to provide a copy of the official documentation which has been collected by Subaru Corporate throughout this process, which will corroborate my above statements.