Webster Groves Subaru

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ Mr [redacted] purchased his Suzuki on 2/25/The vehicle came with the manufacturers warranty of year mile bumper to bumper coverageMr [redacted] also purchased a CNA Vehicle Service Contract at the time of purchase to cover his vehicle for years and up to miles whichever comes firstThis is a service contract that covers the customer after his basic year expires for stated covered itemsThe vehicle was brought into our dealership times over the last years, The last time on 6/2/We have not had any contact with Mr [redacted] until his letter dated 6/29/We have turned his letter over to our Council due to the content of his letterWe have repaired his vehicle each time he has brought it inWe have honored the Warranty and the CNA Service contract he purchasedBoth the vehicles Suzuki Warranty and CNA Service contract have expiredI have no idea who Mr [redacted] is referring to about being threatening but neither [redacted] or myself have not threatened him nor do we conduct ourselves in that mannerWe have contacted our Council and he has sent Mr [redacted] a letter stating our positionThe reason we contacted our Legal Council was due to the threatening and slanderous comments made about our DealershipThe letter is on file if the Revdex.com would like a copy

Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ The recall is issued by the Manufacturer The Recall notice was for the inspection of the Rear Suspension and the vehicle passed the inspectionThe exhaust system and the check engine light are concerns are not included in the recall The vehicle had damage on multiple body areas before being brought in for the Recall checkAll customer concerns are the responsibility of the Owner of the vehicle

I am sorry the customer feels this way but we as the Dealership do not write the Warranty nor can we authorize an outside vendor replacement of the parts. The claim was denied by Subaru of America not Webster Groves Subaru. We had contacted the Customer Service Department at Subaru of America and the goodwill comes from them. I would be glad to discuss this with the customer and the Subaru Factory Service Manager I could schedule this if she would like to meet with him on his next visit. Also Subaru is only going to replace this Windshield with a Subaru Factory Replacement windshield not an aftermarket windshield. I do not understand why the customer can reject my explanation when these are the facts

Complaint: ***
I am rejecting this response because: 1) The wiper blade that was original to the car was replaced immediately (I was at a gas station with a mechanic shop cleaning my window) when I discovered the blade was etching the windshieldBy etching, I mean carving a line in the windshield. I had a mechanic replace the wiper so as not to damage the windshield any further. It was the weekend with possibility of rain, and so I did not want to be unable to use the wipers, which would be unsafe Subaru quoted me a replacement cost for the windshield of plus dollars, then made a "goodwill" gesture of offering $off of the replacement. I have called two other glass shops in StLouis, both of which quoted a bid which was the equivalent of Subaru's "goodwill" discount. So, I can have the windshield replaced for the exact same cost with or without the "goodwill discount." I do not think they have, in reality, offered me any assistanceSecondly, they are making no statement about the original, Subaru installed wiper blade, etching the windshield prior to the second problemThank you so much for your consideration of this complaint
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/01/22) */
Contact Name and Title: *** *** Pres
Contact Phone: XXX XXX-XXXX
Contact Email: ***@wgsis.com
Mr*** had his WRX (purchased used from another dealer)towed to our shop on 7/6/for a blown engineSubaru declined any repairs
because of engine modifications
On 7/Mr *** asked if we could help because he could not afford the repairs, I told Mr*** that the only help I could offer would be to try to trade him into a different vehicleMr Belusheck chose a Outback that we traded for days earlier (7/13) the lender required $down to finance the vehiocle because of the negative equityWe told Mr *** that we would need a decision quickly because the Outback was a desireable vehicle
Mr*** took delivery on 7/17/with a $down payment and nothing moreThe cost of all repairs to his WRX were included
All figures are itemized on both the Retail buyers agereement and the finance contract both of which Mr *** signed and received a copy of

The customer had her windshield wipers blades replace . We did not replace the blades and they were miss installed. The wiper blades came loose and the wiper arm struck the windshield and cracked it. We verified the cracked windshield and followed Subaru of America's
procedure that we take pictures of the windshield and submit a pre authorization claim for all windshield replacements. Subaru denied the claim due to the impact and the wipers were replaced by a non Subaru Dealer. We informed the customer of this and offered her a discount on the repair if she wanted to proceed. We also told her she could contact Subaru Customer Services if she wanted to discuss the rejected claim . She didSubaru contacted us to verify all the above and told us that they would get back with her on this matter. We are waiting to hear from Subaru and/or the customer on this matter

Initial Business Response /* (1000, 5, 2015/08/17) */
Mr [redacted] purchased his 2007 Suzuki on 2/25/2008 The vehicle came with the manufacturers warranty of 3 year 36000 mile bumper to bumper coverage. Mr [redacted] also purchased a CNA Vehicle Service Contract at the time of purchase to cover his vehicle...

for 7 years and up to 100000 miles whichever comes first. This is a service contract that covers the customer after his basic 3 year 36000 expires for stated covered items. The vehicle was brought into our dealership 9 times over the last 8 years, The last time on 6/2/2014. We have not had any contact with Mr [redacted] until his letter dated 6/29/2015. We have turned his letter over to our Council due to the content of his letter. We have repaired his vehicle each time he has brought it in. We have honored the Warranty and the CNA Service contract he purchased. Both the vehicles Suzuki Warranty and CNA Service contract have expired. I have no idea who Mr [redacted] is referring to about being threatening but neither [redacted] or myself have not threatened him nor do we conduct ourselves in that manner. We have contacted our Council and he has sent Mr [redacted] a letter stating our position. The reason we contacted our Legal Council was due to the threatening and slanderous comments made about our Dealership. The letter is on file if the Revdex.com would like a copy.

As you know there are always two sides to every story  The customer purchased her Chevy Malibu on April 13,2016.  She was offered an extended  warranty for purchase but declined.  She signed the declined for at the time of purchase  She was  given a 30 day ...

50-50 drive train warranty which covers internal engine, transmission drive line components.  The customer came in without an appointment and our Service Advisor was explaining to her that they would look at her vehicle but their were other customers ahead of her waiting, he also explained to her again the drive train warranty and what it covered.   She was  loud, rude and was using profanity.  Our Service Advisor came to me and I tried to ask the customer to settle down, quit using the language.  She did not so I asked her to leave the Dealership which she would not , so we called the Police. The police asked us if we would check her vehicle and they would take her off the premises   and would return with her after we checked the vehicle  We did this.    The diagnosis which we did under goodwill found the check engine light was on caused by a faulty sensor for her fuel level.  This is not covered under her 50-50 drive train warranty.  She was told this and left the Dealership.

Initial Business Response /* (1000, 5, 2015/10/07) */
The recall is issued by the Manufacturer The Recall notice was for the inspection of the Rear Suspension and the vehicle passed the inspection. The exhaust system and the check engine light are concerns are not included in the recall. ...

The vehicle had damage on multiple body areas before being brought in for the Recall check. All customer concerns are the responsibility of the Owner of the vehicle