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Old 07-24-2003, 02:50 PM   #1
CJK
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Angry CARTER is the worst! All of you please read...sorry for the long complaint

OK, so I know there have been some little issues with the service dept. at carter, well I am here to complain (sorry, but I really need to let this off of my shoulders!!)...OK, well my buying experience with my salesman was awesome (Rob Wheeler!!), however, the person that I seem to have the biggest problem with is Hugh and his lack of customer satisfaction

I bought a WRB WRX that was sent to speedware and had a bunch of stuff on it...yadda yadda...anyway, when I took delivery of the car in Jan. I noticed a crack on the flat surface and bubbles on the 22B wing (1300 dollars) installed by GW on 99. Well, I ended up getting that fixed and three months later, HERE THEY ARE AGAIN

So anyway, I talked to the owner of GW (Jon) and he and I both agreed that it wasn't the paint, it was the material the wings were made of...so I call Bill (a sales manager that I was referred to talk to because of Hugh and I's differences when I bought the car)...so I told bill that I no longer wanted to deal with this wing problem anymore, so what are my options??

I suggested that I wanted to get my trunk lid filled and painted and not deal with another wing bubbling up...so I said, why don't I receive a refund of somesort, or a store credit...something of that nature to spend back at the dealership(i.e. other dealer options, service, etc.) for the 1300 the wing had cost me...he told me yesterday that he would call me back and see what he could do...To my surprise, guess who it is???!!! HUGH (I don't know if that is spelled right). He begins to tell me that since it was included in the financing of the car that it would be treated as a warranty issue? (don't know if this is a true matter)


So he begins to tell me that my only option is to get a new wing or have the one on there fixed?!! NO!!
I told him that the owner of the body shop doesn't want to fix my current wing because it will just reoccur later on what has already happend. So then he says those are my options, and that is it!!

Why is it so hard to treat a customer right? I have been working at Lexus of Seattle for over three years now in the detail dept. and I have seen everything happen in sales, if there was something that customer didn't like...then they would do above and beyond to compliment them. I know Lexus and Subaru are totally different cars, but I spent almost 30k at the time (my stupididty) on my car...and now I told them that I would be willing to give back the wing, which they could probably re-sell and let me spend the 1300 back towards the dealership!!

I am really sorry guys for this being so long, I don't really know if what he said were my only options, but I am so pissed right now...wouldn't you think they would want to try and do something to make me happy? (Maybe in a perfect world) But I am so pissed right now, I really don't know what else to do except contact Subaru themselves.

When I bought my car things between hugh and I were so screwed up I ended up calling Wade Carter (owner) himself to work the deal...how messed up is that!? Hugh also told me that he would have Scott the service manager call me right back, to deal with it more...it has been almost and hr now

Thanks for listening,
Clint
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Last edited by CJK; 07-24-2003 at 09:06 PM.
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Old 07-24-2003, 04:43 PM   #2
BajaNut
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Hey Clint,

I feel your pain.

Both my wife and my self have been taking our subaru's to carter for their maintaince. She bought her forester ther in 97 and took it there for maintiance from day one, and I have been taking my 90 legacy there for the last year. To my suprise, their service department hasn't been gouging us. Her regular maintiance (non major service needed yet, knock on wood) has costed the same as going to a independent shop. And I have just had the AC compressor done in my legacy and it was the most enxpensive around town.

I have not delt with theis Hugh guy, all the service rep's have been excelient to us and when I got the cars back they were all in the same condition as I left them. No scratches or dents. I have spoken with a couple of peple around MS (where I work, I don't work for ms though) and I have heard a lot about a certian individual in the service department that keeps screwing with people. But most people around here talk to Joe Spitz and he always gets the job done. He is the Internet sales manager and does a lot for his customers.

But after working in a Retail sails indistry, I have found that if you have financed something, the financing companys can be a but and if you don't like something in piticular, like your wing, you are stuck with it because of the finiancing rules.

Next time you go and get your new subie, talk to Joe and he will get the job done right the first time and if you are a costco member, you will be able to get a ausome price as well. Joe is the costco auto sales rep as well at carter.

Good luck in your endevor. May you come out triampfuent.

Ben
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Old 07-24-2003, 05:57 PM   #3
CosmoTheCat
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Sorry to hear you're having problems.
This is what you call a customer service nightmare, and it could help or hurt your cause. The folks at Carter are well aware of the board and something like this will most likely get back to them. It may help you to get something done, or you may find them unwilling to deal with you as an irate customer. I'm not saying it's good or bad, and I'm not taking any sides on this.
I too have heard that "it was financed with the car so we can't do (blah)". When I bought my Jeep I rolled a bike rack into the deal until I found out that it was a clamp type. Having a large tube aluminum frame I didn't want to clamp it, so I wanted to get rid of the bike rack. The sales guys weren't interested in helping at all, but the guy at the parts desk just wrote up a refund for it. It all depends on who you talk to.

As far as the trunklid/wing goes, you could get it repaired and sell it or trade for somebody who doesn't have a wing. I'm not saying you should try and scam somebody by advertising it as a perfect piece when you know perfectly well that it'll probably go bad again.

Good luck getting this resolved. Keep climbing the ladder until you get somebody who's interested in talking. But don't go ape on them or they'll dismiss you right away.
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Old 07-24-2003, 06:05 PM   #4
CJK
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Thanks Ben for the reply, I did hear from Scott the service manager (who is a really awesome guy) and stated that they had a wing at there dealership that looked flawless. I told him I was having a hard time dealing with "you have two choices, one getting a new wing painted and put on-or having the current deffected one repainted and replaced." By Hugh. Scott explained to me that this was his only option given to him by the guys up stairs...I told him that I have never witnessed anything like this before and appologized if I seemed a little pissed...Scott was really cool though, I just told him that I didn't like this feeling of taking another chance of having a defective wing put on my car...I would rather have nothing on there at all.

Sorry for sounding like I am not being a understanding person, but I don't like the idea of something, like this wing, having maufacturer problems, and me left with the only other option of having another one that looks perfect, painted and installed and three months down the road...have it happen again. That isn't too much to ask in my eyes, is it? I just want my trunk lid fixed and to be credited money so I can spend it back at the dealership...I just don't understand a lot of things...why can't I just buy something else that is something factory that doesn't have defects like this damn aftermarket spoiler and be done with all of this?! (There is that perfect world thing again)

This just really sucks!!! The absolute worst new car buying experience out of the three that I have had in my life!
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Old 07-24-2003, 06:15 PM   #5
CJK
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thanks horatio102 for the comments-
I don't feel like I have gone ape...I made the effort to get in touch with the owner of Carter...but no luck. I don't want or like the idea of burning bridges...I just want to have my trunk lid fixed and be spoilerless, and to be credit money to RE-SPEND at the dealership!

Thanks again to all who take the time and read this, I just think it is important to let other possible car buyers know what some dealerships may be like with certain issues.
Clint
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Old 07-24-2003, 07:04 PM   #6
ErikAnderson
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yay more good news about the best service dept in the world from the best dealer in the world.


Ibmassiveprocarterbacklash
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Old 07-24-2003, 07:07 PM   #7
Ethan
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Maybe cause I don't understand much about paint, but if they do the proper prep to the spoiler and such, and then do a good job painting, how is this going to happen?
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Old 07-24-2003, 07:27 PM   #8
lemonjive
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Is the spoiler made out of cf? Sounds like it may be. If the spoiler is bubbling, but its not the paint, then it could very well be a cf wing that wasnt cured properly. The first evo's were having this problem with their spoilers.
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Old 07-24-2003, 07:36 PM   #9
CosmoTheCat
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I think even fiberglass or urethane will give you problems if the material has a flaw.
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Old 07-24-2003, 08:57 PM   #10
CJK
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The thing is, when I took delivery of the car I pointed out the defects. Then I with the owner of GW(body shop) and looked it over...Jon (the owner) had never seen what was happening to the wing before, and he and I concluded that it was coming from underneath the paint...so what he did was sand everything back down so it was totally smooth, he fixed the crack, and primered it before re-painting...when I picked up the wing it looked like factory matching paint with no flaws...

Now three months later...Here we go all over again. The thing I am having the hardest time with is, why would my only option be to have a new one painted and if this happens again three months down the road---repeat the same process?! That to me is not acceptable...to give the customer no satisfaction at all and to also tell them that there only choice is to keep redoing the wing until it is fixed.

AHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH HHHHHHHHHHHHHHHHH!!!!!!!!!!!!
sorry for my frustration, I know some of you would be in the same boat if you spent this much on a wing, and on top of that, financed it with the purchase of the car!!! What is so hard about giving what the customer wants...which in my opinion is much to ask...

Thank you again for all who have taken the time to read this, I am in no hurry to resolve this issue, I plan to look further into who else I can talk to, write to, etc.

Clint

Last edited by CJK; 07-24-2003 at 09:02 PM.
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Old 07-24-2003, 09:05 PM   #11
gtwagon941
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why not get a new wing from the dealership, sell it, and just pay to have the holes fixed. It will cost you some cash out of pocket, but it doesn't sound as though you will end up with a wing-less car and be happy any other way. And when you sell the wing, things will look even better.

just something to think about...
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Old 07-24-2003, 09:11 PM   #12
CJK
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Thanks for the advice gtwagon-
The only problem I have with that is, there is no way I will ever find someone willing to spend even half of the $1300 dollars I paid for the wing. So more then likely, whatever I received for the wing (supposing I sell it) would most likely go towards the cost of repairing the six or more holes in my trunk lid.

And in the end...I am left with paying for a $1300 wing that is no where to be seen on my car

Clint


Thanks again to all who reply
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Old 07-24-2003, 10:17 PM   #13
lemonjive
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So it sounds like you had the original wing fixed once and it bubbled again? If so, maybe it was just one defective wing. Why not try a new one. If you have had more than one wing, sorry for my ignorance.
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Old 07-24-2003, 10:25 PM   #14
biltmore
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I don't get it... You bought a aftermarket wing, and want the dealer to warranty it.? Or is this a factory part.?
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Old 07-24-2003, 10:34 PM   #15
CJK
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Biltmore-This wing was on the car when I bought it...yes it is aftermarket, but it was included in the purchase of the car...I did not buy it and have them install it and expect them to warranty it.

Lemonjive-I could take the chance and have another wing painted and put on my car...yes, but I do not want this to happen again...I guess I am being to difficult? just frustrating when I don't want to be left with the option of "take it or leave it" when I have already went through having the wing fixed twice.
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Old 07-25-2003, 12:22 AM   #16
lemonjive
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Every product is going to have a bad one here or there. You can't judge on a sample size of one. Have you done some research on the wing? Has anyone else reported this problem? Is it a common problem? I think the next thing I would do is just get the wing replaced. Unless there are many documented cases on this particular wing bubbling up, go for the replacement.
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Old 07-25-2003, 12:23 AM   #17
MGXsport
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I think you are being too difficult on the issue. I know how you feel but they are offering you a brand new one. I would take that and see what happens.

If it does bubble again I would then be really mad and have them take it off and fill the holes.

Chris
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Old 07-25-2003, 12:27 AM   #18
nateconnella
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dont get me started on carter. the finance dude lied right to my face. told me exactly what i wanted to hear, got me to sign a contract knowing this is my first time dealing with a dealer, therefor somewhat ignorant, and now im signed to a deal i didnt verbally agree too. gotta love car dealerships Carter if you read this, thanks a million!im now a loyal customer of yours (sarcastic of course) Dewey Subaru (which is local to me) may not have the cheapest prices but at least they treat me (and hopefully other customers) with respect...

Nate (another venting Carter customer)
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Old 07-25-2003, 03:39 AM   #19
ANZAC_1915
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So there were extra holes drilled for the aftermarket wing?
Uff da. Maybe find someone selling a trunk lid with stock wing?

I'd never buy a "dressed up" new car from a dealer --- it muddies the warranty and lemon situation. If the car has all subaru parts on it, then it makes it harder for them to get out of fixing problems.

This is me at work today:
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Old 07-25-2003, 04:40 AM   #20
CJK
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Thanks for all who have read my situation and have sent me their replies...to some you may feel like I am being difficult, however, I am just really tired of dealing with the wing situation...and when you the buyer, who indeed did spend a lot of money on their car from the dealer, I expected a little more sympathy and understanding. But instead I am told that there cannot be anyother but "you are left with two possible outcomes, fix the current wing again, or have another one painted and reapplied..." (not directly his words, however, pretty darn close) Hugh, GSM

I just wish I never bought my car from them nor wish I never had to go through all of this bulls***! Through the 8 months I have had the car it has been the buying process and this crap that has taken away from me really enjoying my car (no joke). Thanks again to all who read, just wish I could leave this senario happy and feeling a sense of CUSTOMER SATISFACTION. But I seem to get the feeling that this is non-existant at Carter...no offense to those who do go out of their way to help their customers, this is just how going through a very dissapointing buying experience and now this causes me to think and feel this way...

Thanks again,

Clint
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Old 07-25-2003, 05:21 AM   #21
Avedis
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If I had a sedan and not a wagon I'd trade you ca$h + spoilerless rear decklid for a replaced + painted rear wing.

--jeff
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Old 07-25-2003, 12:52 PM   #22
CosmoTheCat
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Nate - In the future are you going to read before you sign? If so, you learned a very important (albeit expensive) lesson from Carter. They're just trying to make you a better consumer.
When are you coming back to town?
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Old 07-25-2003, 01:39 PM   #23
CJK
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thanks again you guys for listening and replying, it is really appreciated!
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Old 07-25-2003, 02:08 PM   #24
nateconnella
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haha. very funny nick... you and i have already had this discussion. and of COURSE i will read before signing now. yes im young and ignorant. i put to much faith in the words of someone at a dealership. when spending that much money i thought i could have a little faith in what they were saying... little did i knwo they could LIE right o my face..i hope your reading this carter!! hehe. i wish i had a tape recorder in my pocket when i signed that contract.... then i could sue their... arse...or at least send it to the local new station... as for when im getting back nick, im stuck on this darn rock till mid sept. i should be back around the 20th. i fly back to cali on the 14th but im gunna take a few days coming back. hit the red woods and highway 1... good luck cjk..
Nate
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Old 07-26-2003, 04:07 AM   #25
CJK
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Thanks Nate-

I think this is something that I will learn from...still unsure on what I should do...but oh'well. Thanks again all of you Suby owners out there!
Clint
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