Complaints

• Initial Complaint

  08/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Wednesday, 8/23/22, my fiance and I tried to buy a car from Premier Subaru that was listed on their website but not ready for sale due to the fact that it was still going through their inspection process. We were first told this process could take a month but were quickly told by another salesman that the car was almost done and would be available for us to purchase tonight or the following morning. We tried to put a down payment on the vehicle to prevent anyone else from purchasing but the salespeople would simply not allow this. There was also sexist comments made to my wife about how, "car buying is a man's activity, woman can just come along" and "this cleaner will get your lipstick right out of the seats" which were unnecessary and off-putting by the sales staff. The next morning, I called the dealership to ask about the car's availability. I was now being told that the car won't be ready until this afternoon or in the next couple of days. Unfortunately we were scheduled to work the next few days so we were now scared of losing the car once it was available. I called the dealership that afternoon and was forced to leave a voicemail this time. My fiance followed with a call and the manager, Rick, spoke with her for the first time. When we asked if the car would be available for down payment this evening, Rick said no. At this point, we were unhappy customers who reached a boiling point from being told different things about a car's availability and my fiance lashed out on the phone. Rick's solution to customers who were unhappy with the way the staff treated us, was to decide that he was not going to sell us the vehicle now. I called back and asked about forms of down payment. Rick replied angrily, "I already told your wife I'm never selling her a car." I calmly conversed with him for 40 minutes about how we are upset because his staff has been all over the place. This man took no responsibility and stood by the decision to not sell us a car.

  

  Business response

  08/29/2022

  We are not sure why this would rise to a level of complaint.  The customer was irrational in their behavior.  

  The customer was interested in a vehicle that was listed on our website.  The website listing clearly stated that "This vehicle has just arrived and is being certified.  It will be available soon".   

  The customer continued to request a date certain for the completion of the vehicle - and, we did our best to provide an ETA as to that completion date.  Given the supply chain issues that we have all faced, sometimes, there are parts that simply are not readily available.   We advised the customer that we were unable to show them the vehicle prior to our process being completed.  

  These answers did not satisfy the customer.

  Premier Subaru will not sell a vehicle prior to the vehicle being deemed completed through the certification process- and, this includes the installation of the Buyer's Guide as mandated by the State of ***********.

   

   

• Initial Complaint

  06/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have a purchase order for a Subaru ******* dated 12.9.2021. I received the purchase order after placing a $1000.00 down payment for this car. I have been waiting for six months because every month since January 2022, Premier Subaru has told me my car was due into the port in ***** ****** by the next month. And now in June, they are telling me they cannot locate my car but are "looking into it." At the same time, every time I call to ask about my car, they offer me a higher priced option. The purchase order is set at a certain amount so instead of providing me with a vehicle at the agreed upon price, they are trying to make me think my car is lost so that I will pay a higher price. Please help me understand what I can do about this. Thank you!

  

  Business response

  06/21/2022

  Ms. ******

  As your team has continued to advise you from the date you ordered your vehicle - due to supply chain issues at Subaru of America (and in the entire automotive industry) - we have been unable to give you an exact delivery date - other than the vehicle was accepted for the order.  The vehicle you ordered is not a widely manufactured model code.   We have worked to have that model code filled to your specifications but, have no date certain for delivery.  Subaru of America cannot provide that date either.   Given the time that has elapsed, we have tried to provide you with options for a vehicle based on what is available.   Since your vehicle is a base vehicle - and, not widely available - only higher priced vehicles would be available as an option.  Supply chain issues are common place and, we have done the best we can.  Given your obvious frustration we will proceed to cancel this transaction and, you will receive your deposit back in full.  Please contact Rick M*****, our GSM, who can facilitate that return for you.  Best wishes in the future.

  Customer response

  06/21/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩