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Old 02-02-2006, 10:43 AM   #1
WizzD
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Angry Bill Kolb Jr. Subaru, TERRIBLE! MUST READ THIS...

I will never step foot in Bill Kolb Jr. Subaru again. Here is the letter I had to send today:

Maryann KolbPresident
Bill Kolb Jr. Subaru
252 Rt. 303
Orangeburg, NY 10962

Dear Maryann,Over the past week, I have unsuccessfully been trying to obtain the registration for my 2006 Subaru Legacy GT Limited that I purchased at your dealership on Dec. 28th, 2005. With the temporary about to expire, I called your dealership to find out how I could be sure I would get my registration before the expiration date of the 27th of January. I was told that there were some “paper work delays” but that it would be in by Friday the 27th, at the latest and it would then be sent “overnight” to me immediately. As of today, Tuesday, January 31, 2006 I still do not have my registration.Giving the benefit of the doubt to your registration person Jolene, I waited until Monday to contact her again since the registration did not arrive as I was told it would. She proceeded to tell me that she still had not received the registration and when I told her I was unable to drive the car since the state of New Jersey impounds the owner’s car for driving without a registration I was told, “just drive carefully” and that your dealership would pay for any tickets. This is the customer service of a “Subaru Stellar Performer” dealership? None of your customers should even be put in the position where he/she might get a ticket or have his/her car impounded. There were 30days to get this paperwork done and have my registration. Any excuse including the “NJ DMV is giving us a hard time because of these special cars we purchased” are completely unacceptable. Your dealer claim of “We make your buying experience Simple and Stress-Free!” could not be more wrong.

After realizing that I needed to take this into my own hands because customer satisfaction after the sale was no concern of your dealership, my wife and I called the main customer service contact for the NJDMV since the car is in her name. We were told by Sharon at the NJDMV that as of Monday, January 30th, no papers were received by your dealership regarding a 2006 car but that my registration was still listing the 2003 Subaru that I had traded into your dealership. As you could imagine, I was outraged. Calling Jolene back, my wife had to leave a message and told her that this needed to be resolved immediately and told her what the NJDMV relayed to us. She eventually called me back and said she doesn’t know who my wife spoke to but that she called the NJDMV and was told the paperwork was sent out on Friday and would indeed arrive today (Monday) via DHL. I was told to call back as DHL arrives at approximately 2:00-2:30pm. I called back at 2:30pm and was told they did not arrive yet but that as soon as they do, she would open up the delivery and call me to tell me that it was there and I could come and pick it up. I agreed and reiterated that she needed to call me with the status no matter what because again, this needed to be resolved today since I had taken the day off of work and would also need to go for a NJ state inspection upon receiving my registration.

With 4:30pm arriving and no phone call received, I left my house in Oradell, NJ (25min. away) and headed to the dealership. I approached the counter to the far right as I entered and told the gentleman there that I was arriving to pick up my registration and gave him my name. He proceeded to call Jolene and he told me that “she doesn’t have it.” I then handed in my temporary that had expired 3 days earlier and said, “This is expired, so you need to get me something.” At that moment, the urge for me to let the entire audience of your dealership know the outrage I felt and the nonsense that I was being put through was held back thanks to the presence of my wife whom you should be very thankful for. If it was up to me, everyone in the showroom, especially other potential customers would know how long I’ve been waiting to get my registration and how I have been treated (“just drive carefully”) by your employees since. Instead, I waited for the gentleman to return and when he did, it was with a new temporary to place in my window that now does not expire until March. I was then told, as usual, “Your registration is on the way, we should have it this week, and then we will overnight it to you.” When is this charade going to end?

Let me remind your dealership that making the sale of a vehicle does not end your relationship with a customer; it should only be the beginning. In this case, if I had not called the dealership days before the approaching expiration of my temporary registration, who was going to call me? When was someone going to alert me that there was a problem? There was no contact by your dealership to alert me that I may be driving around with an expired paper in my rear window. I had to bring it to their attention and when I did, I was told day after day how “it’s on the way” and “I’ll overnight it to you” with what result? I still do not have my registration and I refuse to pay for it.

At this time, I would like to request a full re-imbursement of my registration costs. Not only has enough time gone by for my papers to be properly taken care of, this was only a mere transfer of plates. Had this been a whole new registration with plates, how much time would that take? In addition to the registration fees being returned to me, I would like to receive payment for 1 year of oil changes that I am owed at your dealership after having won them in a service clinic drawing. I would like compensation for this since I will not be taking my car back to your dealership for any reason. I realize that this outrageous event may only be the fault of one person or one department but in my eyes, it is these people who ruin the reputation of an entire dealership. After going through this, why would I want to step foot in your doors again? The extremely poor customer service of who I had to deal with speaks volumes. When I read about a “stress-free” purchase, I must now assume that only applies to actually buying the car. Everyone is ready to sell you a car, but no one wants to follow up with you and take care of the business and paperwork involved over the next 30 days.

I expect that both my registration, the fees for my registration and my oil change credit will all arrive to me within the next few days. If this is not the case, I will take whatever action is necessary to assure my own satisfaction.

HER WEAK RESPONSE:

My controller is personally handling this. I understand your registration arrived today. You should expect a call from Kim Schaefer. I believe she left you a msg asking if you if you wanted us to overnight this to you or you wanted to come by and pick it up. Whatever is easier for you we will gladly do.

I apologize for the inconvenience.
Maryann Kolb

MY RESPONSE TO THAT

The voicemail left was at my home. I just checked it from work, though I know I left my cell phone as my contact on this situation. I was given the number of 845-398-3367 to call Kim back and that seems to be a fax number. So, I am unable to get back to her. It seems even leaving the correct phone number is a difficult thing at your dealership.

First off, there should be no question that the papers are to be sent to me overnight as that has been the story from your dealership from the start. Why question if I would like them overnight? I wanted them last Thursday.

Second, I am not going to visit your dealership again as I have already told you, so I will indeed not come to pick them up.

Third, you have failed to mention if the compensation for the registration fees and the oil changes are on the way as well. If they are not and further action is requred, please let me know and I will have my lawyer call you this afternoon. If I do not hear back from you, I assume you would like to speak to him instead. Please know that the delivery of my registration and the apology for my inconvenience does not in any way bring this situation to closure.
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Old 02-02-2006, 02:24 PM   #2
greenguy
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Call your local news station that has the **on your side reporting. That might get you some satisfaction.
If that doesnt help, you could go to teh OT and vent, they will be more than happy to find you some satisfaction
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Old 02-02-2006, 02:51 PM   #3
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Woah...

I see Bill Kolb all over Autotrader.com. Before i ultimately decided on buying a new car from Subaru of Stamford (which is very good to me) , i was considering some used ones at Kolb...

Sorry they gave you the runaround. Is it possible that maybe they're just one of those "too big" dealers?

Guess i made the right decision!
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Old 02-02-2006, 03:15 PM   #4
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I don't think Bill Kolb has ever had a good rep on this forum.

Your handling of the matter seems very classy based on your correspondence. Hope everything works out for you.

Last edited by Impresario; 02-02-2006 at 10:13 PM.
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Old 02-02-2006, 06:24 PM   #5
Tang 06 i wagon
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Yes, I forgot to mention that...

as i was READING your e-mail, it made ME want to jump up and choke someone. The fact that you did not resort to even the lowest levels of violence is a credit to your character.
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Old 02-02-2006, 10:15 PM   #6
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That was a very well written letter; I hope things get worked out for you, man.
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Old 02-03-2006, 12:53 AM   #7
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You have to resort to scare tactics, get Subaru of America involved.

I really hate shady car dealers.
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Old 02-04-2006, 01:04 AM   #8
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i feel for you. i just bought an acura for the SO and the dealer screwed up getting the registration and plates, as well. we had to drive for almost 3 weeks without plates and an expired temp plate! i'm still waiting for resolution/compensation.

did you end up buying one of the "wind damage" writeoffs? those prices are fantastic, but i'm worried if there is an issue with the title process since the cars are not technically new. i'm thinking about buying a LGT wagon. is the car working well?
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Old 03-10-2006, 11:36 AM   #9
onelostsoldier
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Quote:
Originally Posted by Tang 06 i wagon
Yes, I forgot to mention that...

as i was READING your e-mail, it made ME want to jump up and choke someone. The fact that you did not resort to even the lowest levels of violence is a credit to your character.
I agree w/ Tang, but don't let this spoil your time in your Suby. Hope eveything from here on out is smooth. PEACE!!!!
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Old 10-12-2006, 05:06 PM   #10
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U say scare tactics, try I witness news. That might work.
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Old 10-14-2006, 01:00 AM   #11
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Call SOA for sure. Reading what happened to you got MY blood pressure up.
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Old 11-01-2006, 01:22 PM   #12
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I wanted to follow up to ensure you received your registration and that everything is fine now.

The "wind damaged" cars still carry a 3/36,000 mile paint warranty honored at Bill Kolb Jr. Subaru.

I can almost 100% assure you that you will never have any paint related issues with these vehicles.

They were fantastic buys and we stand behind them 100%.

Regards,
Maryann Kolb
President
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Old 11-01-2006, 02:52 PM   #13
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Quote:
Originally Posted by Maryann Kolb View Post
I wanted to follow up to ensure you received your registration and that everything is fine now.

The "wind damaged" cars still carry a 3/36,000 mile paint warranty honored at Bill Kolb Jr. Subaru.

I can almost 100% assure you that you will never have any paint related issues with these vehicles.

They were fantastic buys and we stand behind them 100%.

Regards,
Maryann Kolb
President

That is what those of us here on NASIOC that have had dealings or spoken with your staff have come to expect... almost 100%... of nothing!
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Old 01-26-2007, 09:43 AM   #14
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From what I have read in the dealer reviews Kolb subaru seems it may have the worst service/rating of any subaru dealership out there. It has sooo many instances and threads about bad service its unbelievable. Whats even worse is that Maryann Kolb posts her stupid little tidbits of BS about how they stand behind their vehicles and I want to make sure everything is okay now. Kolb has made it very clear that they do not care about return business nor their customers generally. Maryann your business is the model for a poorly run dealership GOOD WORK!
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Old 02-24-2008, 12:57 AM   #15
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It appears that most of the bad posts here for this dealership are pretty old/moldy. Except for a hand full of posters who keep bumping their stories up I dont see many recent bad experiences. Can that be? Did they actually get any better? Did anything really change at the dealership?

Last edited by naragonl; 02-24-2008 at 01:05 PM. Reason: spelling
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Old 03-07-2009, 01:42 PM   #16
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Exclamation They still suck

Hate to bump old threads, but they are still up to there old games. I bought a car from them and they told me that because I was out of state and it was a NY vs. MA thing, they would have to collect the tax and register the car. I guess I was just used to dealerships taking care of it in a timely manner and figured it would be fine. I came to find from talking to a lawyer that it was blatant lie, and really, I should have known better than to believe that bull****.

I only had a week to drive around with my old reg and plates, MA doesn't do temps (it takes an 30min to transfer or even get new tags and reg). They PROMISED it would be done in time. I call all week to find out what the hell is going on....NO ONE calls back to tell me the status. Funny how they were all over me before I bought the car.

Now I have a new car that I can't legally drive on the road... how the hell am I supposed to get to work. I took the chance to go with them, and I got dicked around like some other people here.

In short, their customer service and care for the customer post-purchase sucks. If you're saving a bunch of cash and can deal with there crap, fine. Just make sure you pay attention.

Oh, I also got a beat up copy of the DVD for the Nav system. A copy they made, which stopped working a few hours later. Thing was hacked, once again, I really should have checked it, but I was more concerned with inspecting everything else. I don't even care about having the original, as long as I had a working copy. I'm positive I'll never see that thing.

I'll be filing complaints whoever and whatever I can.


***Opps, now I see there was already a Kolb bump on another thread, lol. I got to this thread from Google, I didn't realize how many Kolb threads there are here...figures.

Last edited by braticus; 03-07-2009 at 02:09 PM.
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Old 03-16-2009, 05:29 PM   #17
DC16A2
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Quote:
Originally Posted by Impresario View Post
I don't think Bill Kolb has ever had a good rep on this forum.
Yea, they seem to have a large stock of cars and decent prices, but poor customer service and policies.
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Old 05-10-2009, 09:29 AM   #18
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Quote:
Originally Posted by braticus View Post
Hate to bump old threads, but they are still up to there old games. I bought a car from them and they told me that because I was out of state and it was a NY vs. MA thing, they would have to collect the tax and register the car. I guess I was just used to dealerships taking care of it in a timely manner and figured it would be fine. I came to find from talking to a lawyer that it was blatant lie, and really, I should have known better than to believe that bull****.

I only had a week to drive around with my old reg and plates, MA doesn't do temps (it takes an 30min to transfer or even get new tags and reg). They PROMISED it would be done in time. I call all week to find out what the hell is going on....NO ONE calls back to tell me the status. Funny how they were all over me before I bought the car.

Now I have a new car that I can't legally drive on the road... how the hell am I supposed to get to work. I took the chance to go with them, and I got dicked around like some other people here.

In short, their customer service and care for the customer post-purchase sucks. If you're saving a bunch of cash and can deal with there crap, fine. Just make sure you pay attention.

Oh, I also got a beat up copy of the DVD for the Nav system. A copy they made, which stopped working a few hours later. Thing was hacked, once again, I really should have checked it, but I was more concerned with inspecting everything else. I don't even care about having the original, as long as I had a working copy. I'm positive I'll never see that thing.

I'll be filing complaints whoever and whatever I can.


***Opps, now I see there was already a Kolb bump on another thread, lol. I got to this thread from Google, I didn't realize how many Kolb threads there are here...figures.
bump ......... worst customer service ever waited over 3 months for my plates
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Old 05-12-2009, 07:57 PM   #19
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Default Saved from a Possibly Bad Experience with Bill Kolb Subaru

Thanks to all the people who write on this and other boards, I was saved from possibly making a bad decision and the loss of money that might have entailed.
My son and I saw, and test-drove, a 2008 Subaru Impreza with 5,000 miles at Bill Kolb Subaru in Orangeburg, NY. The price was about $2,000 lower than similar cars at that and other dealerships, and we were told the reason why – it was a “lemon law buyback.” Our salesman, Jerry, assured us that the problem had been with the transmission and the transmission had been replaced so the car was “good as new.” I saw the Carfax report which clearly stated the problem, and I didn’t think it was a big deal at the time.
I want to make it clear that I really liked our salesman and thought he was very honest and above-board. My opinion on that has not changed. He told us everything up front and didn’t ever lie or whitewash the truth. He also always returned my phone calls promptly, even after he knew I was not going through with the purchase. In one of the articles on Edmunds, “Confessions of a Car Salesman”, the author claims that when a dealer has less-than-admirable practices it is usually the fault of the management, not the salespeople. I sincerely believe that to be true in this case.
At any rate, when we test-drove the car we both loved it, so I immediately went in, signed the contract, and gave them a $500 check. I perhaps naively figured that since the transmission was replaced all the “lemon” problems had been solved. As the owner of a 2002 Subaru with 170,000 miles and nary a major problem, I figured the car would probably be trouble-free, so I was not overly concerned.
This is where it gets murky. When I asked about the remote keyless entry I was told – as many people who have written here were told – that the remote hadn’t been included when the dealer purchased the car and “programming” a new remote would cost an additional $91. I was very surprised and asked if the cost could be included in the price, as remote keyless entry was one of the features listed on the car. I was told that there was no way they could absorb this expense, so at first I figured, what the heck, another $91 was no big deal, although it did irk me. Believe it or not it is this small item that caused me to search on the Internet and uncover all of Bill Kolb’s other specious practices.
The finance guy gave us the usual 20-minute rap; since we weren’t planning on financing the car the only thing he could push was an extended warranty (“a good idea for a car that’s a lemon buyback”). The least expensive one was over $600, so I told him I’d have to think about it and we left.
It was only when I arrived home and thought about how odd that $91 “lost remote” charge was that I decided to Google both the dealership and the “lemon law” thing and see whether buying the car was such a good idea. My main concern was not so much for the reliability of the car, which I thought (and still think) was probably pretty good, but for the resale value should my son ever decide to sell. What came up on the Internet was that, unless the deal was ridiculously cheap (which it wasn’t), when you buy a “lemon law buyback” you really don’t know what you’re getting. Selling the car would probably be impossible. On top of that, the fact that Bill Kolb offered no additional warranty on the car (other than the factory warranty remaining or one that I would pay for) did not exactly serve to reassure me. (A few days after I decided not to buy, I spoke to a friend of mine who is a mechanic and we both agreed that if the only problem initially had been with the transmission, which was a manual, Subaru would have replaced that long before having to buy back the car).
Then the recurring theme on several boards of the “lost remote” and $91 charge is what really blew me away. Maybe it’s a small thing, but the fact that they would be so tacky as to add $91 to everyone’s bill by claiming to lose the remote struck me as dishonest at best, and outright thievery at worst. What a scam! Even if the remote really had to be replaced, the cost of replacement to a dealer is probably less than $10. It’s only after finding these posts again and again that I began reading all of the other negative posts about Bill Kolb and began to really doubt my decision.
At that point I called my bank to stop payment on my check and, in addition, transferred most of the money from my checking account to my savings account so that the check would either be stopped or would bounce. I wasn’t sure how fast the dealer would try to ram the payment through. I then called the salesman to tell him I was not going through with it. Again, he was very understanding and polite and I can’t say anything but positive things about him. He told me the check had been returned to them and he would be mailing it back to me. As they say, possession is 9/10 the law; I wonder what would have happened if the check had actually cleared. Fortunately, I’ll never know.
So, bottom line is that Bill Kolb Subaru’s insistence on an additional $91 is what cost them what I’m sure was many thousands in profit. Thanks again to everyone who was kind enough to save us from what could have been a very bad experience indeed -- and hopefully, the next potential buyer will be equally forewarned about this dealership.
We’re still in the market for an Impreza but this time will be a little wiser about what we buy and whom we deal with. Since we only save a few grand by buying a used one, after this experience I may just spring for a new one. And, by the way, SOA left a message for me today to find out why I chose not to go through with the purchase. I certainly intend to let them know.
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Old 10-13-2009, 11:47 PM   #20
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i HATE BILL KOLB JR. SUBARU!

this is what happend to me

http://legacygt.com/forums/showthrea...=121285&page=3
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Old 10-20-2009, 12:36 PM   #21
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Oh no.. not again.
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Old 10-23-2009, 01:50 PM   #22
Malachoz
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Well, since its a Bill Kolb Jr Bash thread...here we go.


Ok, first off. Worst service experience EVER.

IF you are even remotely close to this dealer, don't drop your car there. You can google horror stories from this place.

My story:

Brought my 08 Wrx there, tranny concern, making a noise. I was almost positive it was the throw out bearing. Bring it in, they say the tranny has been opened before, why?

I tell them I just got the car, I have no idea.

So, they let my car sit for 5 days in their lot without touching it.

Finally, I get pissed off...I happen to know a guy that works for Subaru Motor Corp North America, their head parts manager.

I give him a call, he calls the field service rep who in turn calls Bill Kolb and tells them, verbatum "Do the work, I'll make sure it's covered."

They proceed to sit on my car for 5 more days before I finally get furious walk in and grab my keys.

I bring my car 35 miles out of my way to Rye Ford/Subaru, fixed in 3 days. Half the Tranny replaced, full inspection of the vehicle and they made sure not another thing was wrong with it.

All in all, Kolb, bunch of liars and worthless service dept. They're literally 2 miles away from me, and I'll never give them a dime of my money.
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Old 12-01-2010, 09:09 AM   #23
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Quote:
Originally Posted by naragonl View Post
It appears that most of the bad posts here for this dealership are pretty old/moldy. Except for a hand full of posters who keep bumping their stories up I dont see many recent bad experiences. Can that be? Did they actually get any better? Did anything really change at the dealership?
Prolly no one brings their car there anymore.

I've been bringing my 2002 Subie elsewhere.

Since they told me my cat converter was "gone," allegedly, the car has successfully passed inspection for 4 straight years.
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Old 12-01-2010, 11:10 AM   #24
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Chapter/Region: Tri-State
Location: Monroe, NY
Vehicle:
2011 Subaru
STi SWP Hatch

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Quote:
Originally Posted by ponytrekker View Post
Prolly no one brings their car there anymore.

I've been bringing my 2002 Subie elsewhere.

Since they told me my cat converter was "gone," allegedly, the car has successfully passed inspection for 4 straight years.

exactly. No one goes anymore.
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Old 12-22-2010, 01:21 PM   #25
GTpeted
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Member#: 266704
Join Date: Dec 2010
Chapter/Region: Tri-State
Location: NY
Vehicle:
2002 Impreza WRX
PSM

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I recently went there and purchased a 2002 Wrx. They told me nothing was wrong with the clutch when I had there mechanics look at it before i decided to purchase the car. The clutch seemed soft and engaged very high up in the pedal travel.

5 days after purchasing the car I can feel the clutch slipping in 3rd and 4th gear when I have WOT and I hit boost. When I talked to them about it they won't fix it even though it is within my 30 day window to return the car. There return policy only allows me to get store credit for their dealership so I can only buy their cars. In addition to that they will pull the... "the clutch was fine when you left" ordeal and make it so I can't return the car in as-is condition.

In addition to that I had a door open sensor going off that they said they "fixed" but what they did was unplug the thing and reattach it. The problem was a 2 dollar rubber boot missing from the sensor.

If I would have seen this thread before I would not have gone there.

Can this thread be made a sticky?
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