Complaints

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8-13-24 We drove to **********, ****** to look at a vehicle I was interested in purchasing. It was at Tonkin Subaru.We were very upfront about our vehicle we were trading in and all other details with respect to purchasing the car.After some dickering the store manager came out and seemed pissy but went down a smidgen on the price to get closer to the price difference we were hoping to pay.We then signed papers with ****** premierly handed us papers and said sign here/initial here. She did not go over each of the papers individually but did say what they were for. The next day ****** called and said she had neglected to have us sign one of the papers that was important so she sent it via snail mail. We signed it and returned it. I thought no more of it until the extended service agreement cards came in the mail. I was then I learned that they checked off a $100 deductible per each service agreement visit. That is not what we thought we were getting and I am quite upset about this. I spoke with ****** who did agree to "split the cost" of changing it to the 0 deductible making our total something over $200. The resolution I would like is for them to change it to $0 deductible which is what we thought we were getting, and also was the policy we had on our last vehicle, also a Subaru. The dealership also lied when they said we could not add the warranty later and it had to be done at the time of sale. I have since learned that is not true.

  Business response

  09/12/2024

  We have since spoken to this customer and made good on there request and complaint. This was a misunderstanding from both sides. We have fully refunded the up front fee and contacted them since to make sure all there needs were met and the customer states they are very happy with us and our make good. We always put our customers first and pride ourselves on makin sure We always treat them like family. 

  Customer response

  09/12/2024

   
  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,
  
  ***********************************

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