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Old 06-15-2012, 01:10 AM   #1
Lazzydog
Scooby Newbie
Member Sales Rating: (1)
 
Member#: 240287
Join Date: Mar 2010
Location: Ridgecrest
Vehicle:
2006 Legacy GT
Silver

Angry Subaru of Ontario

A copy of the email to Subaru of America Inc.. After much back and forth with them......they blew me off. I'll post the emails for everyones reading pleasure/pain





To whom it may concern,

I contacted Subaru of Ontario in March after looking up my guaranteed trade in program value for my 2006 Legacy GT limited with only 56,000 miles at the time. I received a GTP quote of $13,8##. I placed an order with them for a 2012 WRX limited SEDAN with a very specific set of options. After some hassle with Angelina not being able to find some of my options I requested (powered sub & SPT boost gauge). I settled for my order missing those options with a VON 218003005 for my sold order emailed to me on March 30th. I secured my own financing and waited patiently for my car. The time that elapsed waiting for my car was to long for the loan I secured and my financing fell out (not a big deal since I have a top tier credit rating). I finally received a call saying my car was at the dealership and I could pick it up. I work 60+ hours a week so I couldn't make it for the first few days. I made it Sunday June 2nd to take delivery of my vehicle. While filling out my credit Angelina started talking about my car the options it had installed and its 5 DOOR CONFIGURATION! I ordered a SEDAN. Angelina disputed the fact that I ordered a sedan so I pulled up my original email showing her proof of the request. After a lot of consideration and talking with the sales manager Javier and genuinely feeling bad for Angelina who looked mortified at her mistake I decided to go ahead and settle now for the 5 door. It came time to trade in my Legacy that I adored and now ANOTHER problem. The dealership can't pull up the guaranteed trade in program website and will only offer me $11,500 for my trade in. They stated because of the time and day (Sunday) that the couldn't call the phone number that came up because no one would be there. This was a deal breaker for me but Javier came in AGAIN to “help”. He assured me that once the GTP website came back online they would retype my contract and next day it to me with a return label so I could sign and send back the contracts to them. I asked him if he'd ever seen anything like this happen and what could possibly be going on. He stated that he wasn't sure and that he'd only used the GTP program maybe one other time in his 9 years with Subaru. Knowing what I had seen for the GTP value of my vehicle and his offer to retype the contract once the website came back up I went ahead again to complete the purchase of the 5 door car that I was already settling on. The next afternoon Javier called to me to “regrettably” inform me that my vehicle fell out of the requirements for the GTP program due to its in service date on 04/20/2012. NEARLY A MONTH AFTER I OREDERED MY CAR! I can't begin to describe how irate I am over this whole situation. In 9 years Javier hasn't learned enough about the GTP program to know that this may have been a possibility?! His story of only using the GTP program one time prior to my trade seems VERY questionable now also. This is my second brand new vehicle purchase from Subaru and in that time I have recommended many of my friends to the brand. The purchases that are a direct result of that are a 2006 STI a 2007 STI a 2008 WRX a 2012 WRX (supposed to be twin cars with mine but I'm sure his will be a sedan as ordered) one person who is now cross shopping a Toyota camry with a Subaru impreza per my recommendation and the friend I took with me to make this last purchase being turned on to the idea of the BRZ. I feel disgusted with the way this whole process with Subaru of Ontario has went. I was intentionally misled after a string of mistakes made by the dealership themselves. I EXPECT an acceptable resolution to this in a timely fashion. I can't believe the level of customer disrespect coming from this dealership and being my 5th new car purchase with other brands other than Subaru I can tell you no other company has even come close to this type of deceptive dealings. Up until now I've never understood why car dealers got such a bad wrap as my experiences have been great. I now know more than ever what a mendacious dealer can do to the car buying process.


I will not be taking this laying down,


Jerimiah Foy


Vehicle information


Current extremely unhappy owner of a
2012 WRX 5 DOOR limited


Former elated owner of a
2006 Legacy GT limited
VIN 4s3bl676066202999
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Old 06-16-2012, 12:28 AM   #2
Lazzydog
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Member Sales Rating: (1)
 
Member#: 240287
Join Date: Mar 2010
Location: Ridgecrest
Vehicle:
2006 Legacy GT
Silver

Default

first real response email

Dear Mr. Foy,

This will confirm the receipt of your email and the letter you attached as it relates to the concenr you encountered with Subaru of Ontario while attempting to purchase a new Subaru. At this time, I would appreciate the opportunity to contact the Sales Manager of this dealership to discuss this matter directly with him. As soon as I speak with him, I will be back in contact with you.

On behalf of Subaru of America, Inc., I would like to apologize for this situation. Once again, thank you for your email and I will be back in contact with you soon.

Regards,

Jody

[THREAD ID:1-X9G8O6
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Old 06-16-2012, 12:30 AM   #3
Lazzydog
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Member Sales Rating: (1)
 
Member#: 240287
Join Date: Mar 2010
Location: Ridgecrest
Vehicle:
2006 Legacy GT
Silver

Default

second email. FWIW I put two new tires on the front for them because they were starting to show signs of camber wear. I thought that was a good thing.

Dear Mr. Foy,

Thank you for taking the time to contact Subaru of America, Inc. As I indicated to you in my earlier email, I wanted to contact your dealership to discuss your concerns directly with them. I did have the opportunity to speak with Alan, the Sales Manager of Subaru of Ontario. He was able to confirm all of the circumstances you provided to me in your letter. However, he also mentioned that the tires on your 2006 Legacy were mismatched which would eliminate your vehicle for consideration of the GTP Program. This information can be found on our website but I have included the following for your information: Vehicles that do not have four (4) undamaged matching tires with each one having at least 1/8-inch (4/32) tread at its lowest point.

On behalf of Subaru of America, Inc., I would like to apologize for this situation. As a goodwill gesture on behalf of Subaru of America, Inc. for your loyalty to our product, I would be more than happy to offer to reimburse you for the first oil change that is necessary to your vehicle. You can simply forward me a copy of the oil change receipt to me via return email or via fax at 856-488-3016 and I will be more than happy to reimburse you for those costs.

Once again, thank you for your email and I look forward to hearing back from you soon.

Regards,

Jody
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Old 06-16-2012, 12:30 AM   #4
Lazzydog
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Member Sales Rating: (1)
 
Member#: 240287
Join Date: Mar 2010
Location: Ridgecrest
Vehicle:
2006 Legacy GT
Silver

Default

and my response to that BS

Jody,



I will cut straight to the point and say that the resolution you've come up with is completely unacceptable. I explained over and over to Javier that the amount they were offering me for my trade in was a sticking point for the whole transaction. If the tires were a reason to not accept my vehicle under GTP why do the dog and pony act of looking up the GTP price on the internal website, the external website, letting me attempt to look on the web browser of my phone, telling me they would call but no one would be available to speak with at the GTP department? Why would Javier go though all that if the car didn't meet the requirements of the program to begin with?! WHAT POSSIBLE ANSWER IS THERE FOR THAT?! I can only see one of two reasons. One being that a sales manager with nearly ten years of experience is lacking SO much knowledge of the GTP program that he should NOT be speaking up on the programs behalf at all as he did with me. Or the much more likely reason (following Occam's razor, the correct reason) that you apparently have dealers INTENTIONALLY MISLEADING CUSTOMERS. A practice that at this point I see that Subaru of America condones. The discrepancy in price is over two thousand dollars! This is not a complimentary oil change situation (which I received with my Legacy for no other reason other than the dealership cared for their customers). As a matter of fact offering that as a resolution is flat out insulting.

I was really hoping to find an acceptable resolution through Subaru. Apparently I was foolish in thinking that Subaru would disapprove of dealers intentionally misleading their customers. I took a friend along with me for this transaction because of the great experience I had previously purchasing my Legacy and the fact he was in the market for a new vehicle. Now I'm glad he was there to prove witness to these things that I have outlined to you. I have to wait for a decent hour to consult with a few people but I'm sure this situations gross misconduct is enough to fall into tort law being that there is legal definition to "false pretenses" especially as it relates to receiving property or title. Of course the burden will be to prove Javier has mens rea. I have a sneaking suspicion though that there is at least some training as it regards to the GTP program that he has been exposed to. Be that formal computer based training, informational brochure training etc., or practiced training such as has personally handled deals that the GTP was denied based on something he could have readily observed in a vehicle (such as mine in this case).
Maybe one or more people will have change of heart as it pertains to this situation and you find the ability to come to an acceptable resolution. Hopefully that is the case. As I previously stated I won't be taking this laying down. If your next email has an insulting resolution again please do me the favor and dont send it. Allow me to save some frustration by not having to attempt to comprehend why the gravity of this situation isn't being fully realized.
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Old 06-16-2012, 05:21 PM   #5
SoCaL417
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Member#: 173414
Join Date: Mar 2008
Chapter/Region: SCIC
Location: Palmdale,CA
Vehicle:
2012 WRX
SWP

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Damn man. That sucks!!!
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Old 06-16-2012, 10:36 PM   #6
Lazzydog
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Member Sales Rating: (1)
 
Member#: 240287
Join Date: Mar 2010
Location: Ridgecrest
Vehicle:
2006 Legacy GT
Silver

Default

Right. Who does that?! Oh well. Got some helpful private messages from some people on hints to resolve it. Should be interesting =)
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Old 06-19-2012, 10:08 AM   #7
Lazzydog
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Join Date: Mar 2010
Location: Ridgecrest
Vehicle:
2006 Legacy GT
Silver

Default

Next couple of back and forths

Dear Mr. Foy,

Thank you for your email response and I am sorry that you were dissatisfied with my response. At this time, I would appreciate the opportunity to review your concern further with someone here at Subaru of America, Inc. In order for me to have as much information as possible, would you please forward me any documentation that you received from the dealership. You can forward this documentation to me via return email or via fax at 856-488-3016.

Once again, thank you for your patience in this matter and I look forward to receiving your documentation.

Regards,

Jody

Jody,



What documentation would you like specifically? The entire purchase contract? My original email contacting this dealership requesting a sedan with my specific set of options? Some clarity on what you would like would be appreciated and I will do my best to accomadate the request in a timely manner.



Jerimiah Foy
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Old 06-19-2012, 10:09 AM   #8
Lazzydog
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Member Sales Rating: (1)
 
Member#: 240287
Join Date: Mar 2010
Location: Ridgecrest
Vehicle:
2006 Legacy GT
Silver

Default

Mr. Foy,

Thank you for your email and I would appreciate receiving any documentation that you received from the dealer.

Regards,

Jody





[THREAD ID:1-XA6SHB]

Jody,



I forwarded all the emails of interest (I left out the spam sales pitch emails). I will attempt to fax the remainder of my documentation from the dealer tomorrow. I'm assuming this will include my contract which is an awkward size but I will do my best to make it work. I'm sincerely hope that after these fwds and faxing my documentation a reasonable resolution can be made. With the way this dealership conducted business with me, and the way your company seemingly condones their behavior, I'm starting to feel this is just more jerking me around. That your "customer service" modus operandi is to disregard the issue at hand, find and facilitate a completely irrelevant excuse to not uphold any agreements your dealers make, offer nothing tangible (given the context) as a resolution, then make erroneous requests hoping people will tire pursuing the injustice. I would hope better of a company that I have held in I high regard and recommended many people to over the years. If in fact my hope is unfounded then trust that I won't tire of pursuing this.



Jerimiah Foy
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Old 06-19-2012, 10:10 AM   #9
Lazzydog
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Member Sales Rating: (1)
 
Member#: 240287
Join Date: Mar 2010
Location: Ridgecrest
Vehicle:
2006 Legacy GT
Silver

Default

Dear Mr. Foy,

Thank you for your email response and I look forward to receiving the documentation I have requested. Additionally, I am sorry to learn that you feel that Subaru of America, Inc. response to your concern has been somewhat inadequate. Please understand that I am trying my best to ensure that the dealer did or did not provide you with an accurate response as it relates to the GTP program. However, I also hope that you understand that Subaru of America, Inc. does not own any authorized Subaru dealership and cannot be responsible for the manner in which every dealership conducts their business practices. Normally, I would have just documented your feedback in our reports sent to our regional field staff who work directly with our dealerships to improve all aspects of the customer experience but I felt compelled to try and assist you at this time.

Once again, thank you for your email and I will be certain to notify you once all of your documentation has been received.

Regards,



Jody

[THREAD ID:1-XAHWSW]








Dear Jody,


At the time of this writing you should have received all the documentation. Most of the paper used for the contracts would not feed well in the fax machine I was using so the items were sent one by one via the flatbed scanner/fax. It was my assumption that a dealership, when it came to Subaru of America Inc., would have some type of accountability. From reading your response though it is now my understanding that, although you are attempting to intervene, a dealership that carries the Subaru name has no one to answer to regarding their business practices when it comes to Subaru of America, Inc.. I was attempting to resolve the issue internally first as I had assumed that there would be more concern as to how they represented the brand. After reading your explanation of the poor resolution process I now understand that Subaru's operating procedure isn't to intervene on dissatisfied customers complaints at all. That in fact complaints are just documented and sent to some disinterested (as it regards to the actual slighted customer) field staff. Duly noted. Most of your responses have been timely so I will wait to hear that if in this rare occurrence of Subaru showing interest in their dealers fourberie and the resulting customer dissatisfaction there is a reasonable resolution made.

As a matter of interest I looked into some external reporting alternatives. I was not surprised to find Javier's name come up in the same manner of say this, do that type scenario. The information is readily available on the BBB website.



Jerimiah Foy
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Old 06-19-2012, 11:11 AM   #10
79letour
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Member#: 302570
Join Date: Nov 2011
Location: dear old dixie
Vehicle:
2013 XV
DGM!

Default

Kinda reads like my emails/phone calls to the dealer and SOA. Deaf ears!
They effectively just keep giving non-answers and ask the same questions over and again. They're either completely stupid, bad at their jobs, or just don't give a crap. Probably a little of each. I'll not buy another subaru. Not new anyway. I've been banging my head against a wall trying to get warranty work done.
I started a thread about my car burning oil, and after several pages, an employee of the dealer joine nasioc to tell me "pm me and I will try to help you resolve this". Why pm? Because they don't want the whole world seeing them lie. If my situation isn't resolved very soon, I'm going to post all the emails like you did. Good job, and know that you're not the only one getting shafted by a shady subaru dealer.
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Old 06-19-2012, 11:24 AM   #11
79letour
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Join Date: Nov 2011
Location: dear old dixie
Vehicle:
2013 XV
DGM!

Default

Sadly you are correct. Dealers have ZERO accountability with SOA for their actions or words. My dealer told me florida counts as "severe conditions" under subarus definiotion in the manual. I called soa. They said the dealer lied. No reprocussions. Soa will be the first to point out that all the dealer has to do is sell the cars, with little or no oversight of dealer practices.
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Old 02-12-2013, 03:02 AM   #12
emac08
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Join Date: Feb 2013
Chapter/Region: SCIC
Location: Ontario, California
Vehicle:
2014 Forester XT
DGM

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DAMN. I can't believe I read all that lol. Sorry to hear what had happened to you. I hope Subaru comes back with an awesome resolution with you in terms of $$ compensation!
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