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Old 08-27-2012, 01:17 PM   #1
blckout7
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Default Preparing my letter to SOA

Please do not judge my grammar, as I'm pretty much just jotting down whats in my head of this horrible experience. *warning* this is a long post, so forgive me.

"To Whom this may concern,

I've had one of the worst experiences with Grand Prix Subaru in Hicksville, NY. I factory ordered a 2012 Wrx on June 30th, 2012. I mentioned that day all I came into do was order the car as they said they were going to stop taking orders for 2012's very soon. My salesman mentioned to me, that to be fair as a starting point I'm looking at MSRP and wrote that down. I agreed that was fair for now and would negotiate when the car actually arrives.

After waiting approximately 8-9 weeks the car was due to come in. I was told that the car coming in was 2013 which was fine with me, however they said there was two hundred dollar increase in the price. I presented them a competitors price, which was completely disregarded, as they said I signed to the price already. I found that to be a nice little deceiving trick played on me as now it was convenient that the price was agreed too. Why would one allow a 2012 to be ordered when in April Subaru of American annouced that orders for 2012 were to be ceased? They knew I was going to get a 2013 and have to pay for the difference, despite them claiming they were unaware of this. I understand they are not in control of what is sent to them, but that was a sneaky move. They also told me that unfortunately I could no longer take advantage of the 2.9% financing as that promotion was not for 2013's. How convenient, when I told them that was upsetting and not right, they told me well you don't have to take the car. Additionally I was told that in order to get a lower interest rate I would HAVE to take the extened warranty. I found out from a friend in the business that this is illegal, and when I mentioned this to them they quickly changed there words and declined that they said that and suggested that the extended warranty would just be a good idea. Which is right, but not a way to speak to a second time buying subaru owner. I attempted to look past this bad representation of Subaru and tried to find the positives in this transaction.
On Wednesday August 22nd the car had arrived at the dealer. I asked to pick it up the very next day, Thursday the 23rd I was declined as they said the salesperson was going to be there. Strange, but fine I understand. I asked to pick it up Sunday, I was declined once again stating that the salesman wasn't going to be there. Why is that I couldn't pick up the car when it was convenient for me, that is ridiculous. I'm the one spending almost $30,000 and this is how I am treated. I surrendered to picking up the car Saturday the 25th at 9:30 am.
I went that day and offered to trade my current Subaru in, they said thats fine and appraised it. They offered $5,000 for my car, I showed them my Guarenteed trade program the Subaru website quote, which was $6,600. They then had at least 5 people go appraise my car a second time, and came back and told me that there is at least $1600 dollars worth of damage. My car is in fair condiiton and can understand even accepting $5500-6000 but that was an obvious insult. Although unhappy, I accepted there quote as I wanted my new car. We move on to the finances, and I was completely beliddled. Prior to going into financing I made it clear that I was not going take the extended warranty. However, the finance manager insisted that I did. I said no thank you, he said, "it would be silly to take this warranty, for measly $20 more a month." I said once again, no thanks, and he insisted that the rims and tires are $2000. I once again said no thanks and they presented me a waiver form for declining the extended warranty. I sign it, and then he snarls at me and says, "did you even read it?" I said yes, why? He said I just can't believe you wouldn't take this warranty. How dare one question me after respectfully declining multiple times.
We move out of the financing department and I asked to see my car, my salesman said no problem. I went outside to see and the first thing I notice is the paint chip along with a scratch spanning the rear driver quater panel to the rear driverside door. Unbelievable, very hard to fathom. My salesman attempts to deceive me and tell me it's the plastic on the car. I found that to be amusing that they were caught in a lie, due to the fact they just said the car was detailed. So you mean to tell me that one would be detailing a car with the plastic on it. That makes no sense what so ever. Telling him this he didn't know what to say as he was caught lying, and questioning my integrity. He ran inside to grab his manager, who reasonably attempted to defend his salesman and go on with this hypocrisy that it was plastic. I guess the plastic was painted in World rally blue, in order to match. Absolutely, terrible service. I said I will not be accepting this vehicle and will not be buying a car here, there response was, "no problem we will just sell the car to someone else." How dare you treat a customer like that, that is what I am told after waiting for 9 weeks for my car? Very lucky, I didn't get my local news company after them. Most offending, beliddling experience I've ever had. I wouldn't be surprised if the car in the days I waited to pick up my car was used as a test vehicle, being that it had 12 miles on it. This is my 4th brand new car, and not once did it have more then 8 miles.

If it wasn't for Gregoris Subaru who redeemed this experience I would honestly never buy another Subaru because of this incident. I feel completely lied to, offended to and mistreated. Overall what a terrible misrepresentation of Subaru. Luckily, Gregoris was sympathetic, and ordered me another 2013 Wrx at a good price. Its unfortunate that I have to wait again because of stupidity.
I dont normally like to speak bad about one or the dealer as a whole but this was ridiculous. I hope this never happens again to anyone or in particular with me."

It could be an exaggeration but I was fuming, and I'll await a response and keep everyone up to date.
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Last edited by blckout7; 08-28-2012 at 10:58 AM.
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Old 08-27-2012, 01:37 PM   #2
s2ktosti
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What you'll get is a form letter and generic apology. Dealerships are privately owned and not run by Subaru. Subaru sells the cars to the dealership, then the dealership sells them to you. Heck, even when news outlets catch these places doing illegal things the manufacturer never gets involved beyond releasing a statement to the effect "We're sorry this happened, but it is a privately owned franchise".

Last edited by s2ktosti; 08-27-2012 at 01:42 PM.
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Old 08-27-2012, 01:41 PM   #3
blckout7
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Quote:
Originally Posted by s2ktosti View Post
What you'll get is a form letter and generic apology. Dealerships are privately owned and not run by Subaru. Subaru sells the cars to the dealership, then the dealership sells them to you. Heck, even when news companies catch these places doing illegal things the manufacturer never gets involved beyond releasing a statement to the effect "We're sorry this happened, but it is a privately owned franchise".

Yea I agree, that's what I am anticipating. It feels good to get that off my chest, as it's been bothering me.
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Old 08-27-2012, 01:43 PM   #4
Syrius78
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Yeah, i feel that. The same thing happen to us when the gf want to buy a hyundai.

It's sad

Sonething like that happen to me at a honda dealership with the "service" departement. Gf go to a maintenance, she's told 300$, sue said no way and get back. Next day i went with the same car for the exact same thing and it's 45$.

Sometime, i think some dealer are really taking us for stupid people!!!
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Old 08-27-2012, 01:44 PM   #5
s2ktosti
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Somewhere on here there is a review area for vendors and dealerships, put something in there so people know to avoid them. Cost them business, that'll hurt more.
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Old 08-27-2012, 01:45 PM   #6
1wrxtra
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Report them to the BBB, and write up some reviews on Google or other websites.

Unfortunately, that's about all you can do short of standing across the street with a sign on your chest decrying their questionable business practices.
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Old 08-27-2012, 01:48 PM   #7
garudatwo
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Let me guess, your finance officer was named Anthony? The extended warranty he tried to sell you isn't even a Subaru warranty, it's a 3rd party one called Zurich. We asked multiple times whether it's the Subaru warranty and was given confirmation from him repeatedly. The sales person was good though. Regarding the scratch, they're actually correct. Think of it as factory clear bra.
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Old 08-27-2012, 01:48 PM   #8
Bochet
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what you should do is share your experience on the internet. post it on their facebook page, write a google review, etc.

SOA won't do anything, but you can at least let others know that they're running a shady business.
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Old 08-27-2012, 01:48 PM   #9
blckout7
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Quote:
Originally Posted by s2ktosti View Post
Somewhere on here there is a review area for vendors and dealerships, put something in there so people know to avoid them. Cost them business, that'll hurt more.

I'll have to link them to this post. Thank you guys for the support, as this ruined my weekend.
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Old 08-27-2012, 01:49 PM   #10
blckout7
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Quote:
Originally Posted by 1wrxtra View Post
Report them to the BBB, and write up some reviews on Google or other websites.

Unfortunately, that's about all you can do short of standing across the street with a sign on your chest decrying their questionable business practices.

There a A+ on BBB, I heard that the BBB is tainted with people who buy there ratings. However, Ill do what I can!
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Old 08-27-2012, 01:49 PM   #11
blckout7
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Quote:
Originally Posted by Bochet View Post
what you should do is share your experience on the internet. post it on their facebook page, write a google review, etc.

SOA won't do anything, but you can at least let others know that they're running a shady business.
Will do! thanks again
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Old 08-27-2012, 01:52 PM   #12
RoadKillDMD
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Holy wall of text Batman!

They don't call them 'sealerships' for nothing... You did the right thing not accepting that car and going to a different dealership. Glad you'll find yourself in a new Subaru anyway!
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Old 08-27-2012, 02:12 PM   #13
Lee_
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These types of things are the reason I have such a deep level of mistrust for dealerships.

I had a Honda Civic Type R that turned up new and damaged and the salesman tried to make some odd excuse about it being the sunlight on the paint, however his manager was good, apologized and got the car fixed for the next day.

In a different dealership with the same Civic I dropped the car off for a service, was picked up by the girlfriend and as we were driving down the road got to hear my car in it's v-tech mode as it overtook at more than twice the speed limit on the wrong side of the road in a pedestrian area.

Anyway you can only hope the dealership goes bust if that is indeed usual practice.
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Old 08-27-2012, 02:15 PM   #14
SFer
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I had a similar experience with 2 of the 3 dealers around me. Luckily Welsh Subaru in Limerick was amazing and I recommend them to everyone.
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Old 08-27-2012, 02:22 PM   #15
ccoz
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Quote:
Originally Posted by Lee_ View Post
In a different dealership with the same Civic I dropped the car off for a service, was picked up by the girlfriend and as we were driving down the road got to hear my car in it's v-tech mode as it overtook at more than twice the speed limit on the wrong side of the road in a pedestrian area.
Wait, Are you saying you caught the dealership "joy riding" your Civic as you pulled up? Or did I just mis-understand that completely?
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Old 08-27-2012, 02:33 PM   #16
katsimbris
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To OP: Do me a favor and make sure you write a Google review. I for one, do read those. It takes a lot, like a person-to-person conversation with someone I know who used said service/business, to sway me away from a bad Google review and end up trying the service.

Mike K
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Old 08-27-2012, 02:37 PM   #17
blckout7
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Quote:
Originally Posted by katsimbris View Post
To OP: Do me a favor and make sure you write a Google review. I for one, do read those. It takes a lot, like a person-to-person conversation with someone I know who used said service/business, to sway me away from a bad Google review and end up trying the service.

Mike K

Yup just did, comteplating doing the tainted BBB and dealerratings as well.
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Old 08-27-2012, 03:07 PM   #18
SoulAmazing
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sucks man :/
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Old 08-27-2012, 03:31 PM   #19
Lee_
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Quote:
Originally Posted by ccoz View Post
Wait, Are you saying you caught the dealership "joy riding" your Civic as you pulled up? Or did I just mis-understand that completely?
No thats exactly what happened apart from I'd just dropped the car off and was driving away from the garage.

I turned around and went back to the dealership, demanded the service manager and when he arrived I asked him to take me to my car. Sure he says and finds a empty bay where it should of been.

It turned out the mechanic who had several warnings previously decided he was going to pick up a girl he'd just met from her work during her lunch and show her his driving skills.

Anyway he got sacked and I got a free service, two front tires and a guarantee that if anything went wrong with my car mechanically in the 6 months after it would be covered although that didn't really matter since the car was brand new and had a warranty anyway. The only thing the garage asked was that I didn't name them in the press/internet or any other public place which I didn't mind as the rest of the staff were decent folk and I wouldn't want them tarred because of one moron.
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Old 08-27-2012, 04:05 PM   #20
katsimbris
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Quote:
Originally Posted by Lee_ View Post
No thats exactly what happened apart from I'd just dropped the car off and was driving away from the garage.

I turned around and went back to the dealership, demanded the service manager and when he arrived I asked him to take me to my car. Sure he says and finds a empty bay where it should of been.

It turned out the mechanic who had several warnings previously decided he was going to pick up a girl he'd just met from her work during her lunch and show her his driving skills.

Anyway he got sacked and I got a free service, two front tires and a guarantee that if anything went wrong with my car mechanically in the 6 months after it would be covered although that didn't really matter since the car was brand new and had a warranty anyway. The only thing the garage asked was that I didn't name them in the press/internet or any other public place which I didn't mind as the rest of the staff were decent folk and I wouldn't want them tarred because of one moron.
Same thing happened to a Subaru owner in the Newark, Delaware area at an NTB. the actions in your story were almost verbatim; that it took me a second to remember the different place, yours not being a Subaru, etc

Mike K
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Old 08-27-2012, 04:35 PM   #21
Lee_
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It seems like it doesn't matter what country we are in a lot of mechanics out there give their industry a bad name.

Now I use a local independent for work on my car and I really don't mind if he works it hard as I know he's only going to be doing it for the right reason. I often think larger companies care less than smaller companies that rely on their reputation and customers returning.

Lee
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Old 08-27-2012, 04:42 PM   #22
blackfang
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You are pissing into the wind, Subaru will not give a damn.

You want to get it off your chest to where it might do some good. You really should direct that letter to the Owner and the General Manager of that dealership. Also inform them that you have added a review of their horrible business ethics on various local and Subaru websites so others know not to shop there. Mention that you have purchased your WRX at a competing dealer for the right price and how great they were. Do not inform the BBB as that is a bigger waste of time. Seriously, the BBB is funded by the same places you deal with. How serious are they going to be in solving your issues when they have to go after the same people that writers their paycheck? Skip them altogether. Also Dealerrater.com and Edmunds.com also have dealership reviews. That might make more of a difference than a letter to SOA who hears these complaints daily.

Also Zurich is not a bad 3rd party extended warranty company. I have dealt with them and they seem to be in the top tiers along with manufacturer backed extended warranties.

Last edited by blackfang; 08-27-2012 at 04:47 PM.
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Old 08-27-2012, 04:44 PM   #23
blckout7
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Quote:
Originally Posted by blackfang
You are pissing into the wind, Subaru will not give a damn.

You want to get it off your chest to where it might do some good. You really should direct that letter to the Owner and the General Manager of that dealership. Also inform them that you have added a review of their horrible business ethics on various local and Subaru websites so others know not to shop there. That might make more of a difference than a letter to SOA who hears these complaints daily.

Also Zurich is not a bad 3rd party extended warranty company. I have dealt with them and they seem to be in the top tiers along with manufacturer backed extended warranties.
I hear you, well done what I can I truthfully were never want to interact with that dealer....perhaps when I get the car from the other dealer I'll make a guest appearance and give them the finger lol.
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Old 08-27-2012, 04:49 PM   #24
blackfang
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Quote:
Originally Posted by blckout7 View Post
I hear you, well done what I can I truthfully were never want to interact with that dealer....perhaps when I get the car from the other dealer I'll make a guest appearance and give them the finger lol.
If you are in the area, just go in there to get a price on something from their parts dept and stop by and say Hi to your salesman and let the convo go from their.
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Old 08-27-2012, 04:54 PM   #25
joewrx628
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Please post this on the longislandsubaruclub.com dealer review forum. I think grand prix has its own thread
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