I don't know what happened to this Subaru dealership, but in less than a year their customer service went from a to a -We bought a new car from them last year and things were greatIt was the best car buying experience we have ever hadCharles Pwas a great salesman which is why we went back to see him when we needed another carThis time we were interested in a used Subaru on their lotCharles was great, but after we were finished with him things went south quicklyWe had to wait several hours for the finance guy and then the finance guy ran our credit a whopping times! He single handedly destroyed our credit score and took it from the mid 800's down to low 500'sIt will take over a year to build it back upAfter having the car for several days we noticed the inside of the front tires were worn baldYou could not see this unless the wheels were turned all the wayThe manager assured us at the time of purchase we had about another 10-20K miles left on themI emailed Kiwin the manager and told him we were misled and the tires were in fact unsafeAt this time I asked for a copy of the [redacted] report and a copy of the sheet showing the services done when the car came in for a tradeBoth of which were promised at the time of the dealI also asked for a price match for new tires which is stated on their service webpage and another quote for OEM replacement tiresI did not once ask them to pay for the tires, just provide a quoteKiwin finally emailed back several days later and said he had a software problem and would have the reports and tire quotes that Wednesday in his words "no matter what"Well that Wednesday came and went along with another oneI emailed Kiwin a couple of more times requesting a simple email replyNo response whatsoever yet after over two weeksThere was a call from the dealership but they only left three words in the voicemail so I do not know who it wasSounded like possibly CharlesI emailed Kiwin one last time this past Monday, 10/03/asking for the reports and informed him that since it was obvious they did not want our business to never mind the tires because I did not want to be driving an unsafe vehicle any longer so I purchased new tires from a local shopEven with this email there was no responseAt this point we are thoroughly disgusted with the entire dealershipThere is no excuse for not being able to punch a few keys and send a replyTotal ignorance on their part shows their severe lack of interest in their customers after the saleIf I could I would return the car and buy from another dealerNeedless to say we are finished with Liberty Subaru and their lack of customer care with the exception of CharlesThe only shining light in this entire ordeal is that Charles Pis a wonderful person and is the only one who truly cares about his customersMaybe the rest of management should take a lesson from Charles in the subject of how to treat peopleIf the dealership finds that maybe the need for a reply might be in order, I will only respond to emails so I can see everything in writingI will not accept any more phone calls from this dealership
Initial Business Response / [redacted] (1000, 6, 2015/07/22) */ Contact Name and Title: elmer [redacted] sales manage Contact Phone: [redacted] Contact Email: elmer [redacted] @aol.com customer was taken care of and refunded his monies within hourshe is thankful and happy, said we was going to respond to complaint as very satisfied at this point all concerns for customer have been satisfied the payoff was already sent and financial institution has been contacted by liberty auty citythank you elmer [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) They held their endThank you!
To Who it Concerns: My Name is [redacted] and I am the Used Car Director here at Liberty Auto CityFirst of all I would like to apologize for any issues or miscommunication that you are having with your Certified Pre Owned [redacted] ***Customer satisfaction is always my top priorityRegarding your address, I talked with your salesman [redacted] and he has told me that you have two addresses and that we needed to use the address that you receive your mail I also checked your paper work and the address we used on the deal is the same address that is on your drivers licenseRegarding the mileage, I am sure that your husband and yourself test drove the vehicle before purchasing and saw the mileage on the car, maybe miscommunication? Regarding the key , I do apologizeObviously there is no previous owner due to the fact that is was a retired service loaner, I checked for an extra key and unfortunately I do not have it I can help you out with the cost of getting an extra key if you would likeRegarding the scraping noise, the time frame that I was aware of is a little different then what you are statingYou purchased the car on 1/08/2016, your car was not back into the shop until the 28th of JanuarySo with that in mind I could not fix a car that was on the road for days in icy snow conditionsThe [redacted] that you purchased is a Certified Pre Owned Vehicle and goes through a point inspection so of course it was put up on a service rack not only for the inspection but also for the fluid changes and if there was damage it should have been found at that timeRegarding the $that you say you were asked to pay again possibly miscommunication? I checked the pricing and after I covered the other issues for free there was around $range left to fix the undercarriage that your husband and [redacted] agreed to split with the dealership to get down to $not sure where the $came from However after reading your letter and you stating that you heard the noise as you were driving away and told the salesman the next day I would like to fix the undercarriage for you for free of coursePlease let know when you can bring you car in for the repair.Thanks, [redacted] Liberty Auto City
I don't know what happened to this Subaru dealership, but in less than a year their customer service went from a to a -We bought a new car from them last year and things were greatIt was the best car buying experience we have ever hadCharles Pwas a great salesman which is why we went back to see him when we needed another carThis time we were interested in a used Subaru on their lotCharles was great, but after we were finished with him things went south quicklyWe had to wait several hours for the finance guy and then the finance guy ran our credit a whopping times! He single handedly destroyed our credit score and took it from the mid 800's down to low 500'sIt will take over a year to build it back upAfter having the car for several days we noticed the inside of the front tires were worn baldYou could not see this unless the wheels were turned all the wayThe manager assured us at the time of purchase we had about another 10-20K miles left on themI emailed Kiwin the manager and told him we were misled and the tires were in fact unsafeAt this time I asked for a copy of the [redacted] report and a copy of the sheet showing the services done when the car came in for a tradeBoth of which were promised at the time of the dealI also asked for a price match for new tires which is stated on their service webpage and another quote for OEM replacement tiresI did not once ask them to pay for the tires, just provide a quoteKiwin finally emailed back several days later and said he had a software problem and would have the reports and tire quotes that Wednesday in his words "no matter what"Well that Wednesday came and went along with another oneI emailed Kiwin a couple of more times requesting a simple email replyNo response whatsoever yet after over two weeksThere was a call from the dealership but they only left three words in the voicemail so I do not know who it wasSounded like possibly CharlesI emailed Kiwin one last time this past Monday, 10/03/asking for the reports and informed him that since it was obvious they did not want our business to never mind the tires because I did not want to be driving an unsafe vehicle any longer so I purchased new tires from a local shopEven with this email there was no responseAt this point we are thoroughly disgusted with the entire dealershipThere is no excuse for not being able to punch a few keys and send a replyTotal ignorance on their part shows their severe lack of interest in their customers after the saleIf I could I would return the car and buy from another dealerNeedless to say we are finished with Liberty Subaru and their lack of customer care with the exception of CharlesThe only shining light in this entire ordeal is that Charles Pis a wonderful person and is the only one who truly cares about his customersMaybe the rest of management should take a lesson from Charles in the subject of how to treat peopleIf the dealership finds that maybe the need for a reply might be in order, I will only respond to emails so I can see everything in writingI will not accept any more phone calls from this dealership
Initial Business Response / [redacted] (1000, 6, 2015/07/22) */ Contact Name and Title: elmer [redacted] sales manage Contact Phone: [redacted] Contact Email: elmer [redacted] @aol.com customer was taken care of and refunded his monies within hourshe is thankful and happy, said we was going to respond to complaint as very satisfied at this point all concerns for customer have been satisfied the payoff was already sent and financial institution has been contacted by liberty auty citythank you elmer [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) They held their endThank you!
To Who it Concerns: My Name is [redacted] and I am the Used Car Director here at Liberty Auto CityFirst of all I would like to apologize for any issues or miscommunication that you are having with your Certified Pre Owned [redacted] ***Customer satisfaction is always my top priorityRegarding your address, I talked with your salesman [redacted] and he has told me that you have two addresses and that we needed to use the address that you receive your mail I also checked your paper work and the address we used on the deal is the same address that is on your drivers licenseRegarding the mileage, I am sure that your husband and yourself test drove the vehicle before purchasing and saw the mileage on the car, maybe miscommunication? Regarding the key , I do apologizeObviously there is no previous owner due to the fact that is was a retired service loaner, I checked for an extra key and unfortunately I do not have it I can help you out with the cost of getting an extra key if you would likeRegarding the scraping noise, the time frame that I was aware of is a little different then what you are statingYou purchased the car on 1/08/2016, your car was not back into the shop until the 28th of JanuarySo with that in mind I could not fix a car that was on the road for days in icy snow conditionsThe [redacted] that you purchased is a Certified Pre Owned Vehicle and goes through a point inspection so of course it was put up on a service rack not only for the inspection but also for the fluid changes and if there was damage it should have been found at that timeRegarding the $that you say you were asked to pay again possibly miscommunication? I checked the pricing and after I covered the other issues for free there was around $range left to fix the undercarriage that your husband and [redacted] agreed to split with the dealership to get down to $not sure where the $came from However after reading your letter and you stating that you heard the noise as you were driving away and told the salesman the next day I would like to fix the undercarriage for you for free of coursePlease let know when you can bring you car in for the repair.Thanks, [redacted] Liberty Auto City