Patriot Subaru of North Attleboro

Unfortunately, this customer feels this way During the process of quoting on several vehicles that were not yet in stock for the customer, our sales manager made a computer entry error, and ended up providing a price on an incoming vehicle $less than it should have been He went to the customer and explained, and apologized The customer insisted on the price givenPatriot offered a $discount because of the error, but that was not accepted A few days went by, and that particular car was sold to another customer We were able to locate an identical car - same model, trim, accessories, color, interior - and offered it to this customer at the price we made in error, but the customer declined We stood behind the mistake but that did not satisfy the customer In our team meeting, we spoke to our associates about how a simple mistake can have a big impact, and that we must strive to be betterWe have won every award for customer satisfaction, because of our focus on the customer and the community, and have stood behind the mistakes of our associates and managers even when others wouldn'tWe wish that it had not happened, and attempted to satisfy this customer, unfortunately, the apology is not accepted by this customerWe take our reputation seriously and will learn from thisI don't know how Mr [redacted] thinks I drove this bus, but he is entitled to feel that waySincerely, [redacted] Patriot Subaru

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. With respect to my consumer complaint of October 17, (copy enclosed), please be advised that the general manager of the above Subaru dealership, *** ***, called yesterday October 25, to say that it appeared that Patriot had made a mistake but that he had to talk to sales manager *** *** first to learn his side of the storyMr *** promised to revert todayFair enoughHowever, this morning I received a call not from Mr *** but from Mr *** who basically launched into the same sales pattern as in our prior two phone conversationsThe upshot is that a) Patient has not sold the car and still has it in stock, but b) the dealership is unwilling to close at the $22,contract price and still wants an additional $To add further insult to an already insulting situation, Mr *** suggested that “we both made mistakes” and “we should both learn from them.” Say what? *** and I made an offer on the car subject to a few terms, Patriot agreed ot our price and terms and both sides executed a legally binding contract (with Mr *** himself signing for Patriot) codifying our agreementMy only “mistake”, if there was one, was to assume that Patriot is a reputable dealership that honors its commitmentsAgain, if you have any questions regarding the foregoing, please do not hesitate to contact me at ***
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not...

satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I picked up the vehicle on 7/3/2015, the registration was not put into the Massachusetts RMV until 7/15/2015. No one from the Dealership even contacted me to let me know it was completed, I checked the RMV. I went to get the vehicle inspected, but the Auto Body the dealership uses was closed. I had to get the vehicle inspected and pay for it, with the terms to send in the receipt to get reimbursed. The Dealership did not keep me in the loop in regards to what was going on with my vehicle, it is there responsibility to keep their customers informed. Poor customer service!
Regards,
[redacted]

Good Morning, The consumer picked up the registration and it was completed on July 15th. There is a set of keys here and we will be putting those in the mail today.

Unfortunately, this customer feels this way.  During the process of quoting on several vehicles that were not yet in stock for the customer, our sales manager made a computer entry error, and ended up providing a price on an incoming vehicle $1000 less than it should have been.  He went to the customer and explained, and apologized.  The customer insisted on the price given. Patriot offered a $500 discount because of the error, but that was not accepted.  A few days went by, and that particular car was sold to another customer.  We were able to locate an identical car - same model, trim, accessories, color, interior - and offered it to this customer at the price we made in error, but the customer declined.  We stood behind the mistake but that did not satisfy the customer.   In our team meeting, we spoke to our associates about how a simple mistake can have a big impact, and that we must strive to be better. We have won every award for customer satisfaction, because of our focus on the customer and the community, and have stood behind the mistakes of our associates and managers even when others wouldn't. We wish that it had not happened, and attempted to satisfy this customer, unfortunately, the apology is not accepted by this customer. We take our reputation seriously and will learn from this. I don't know how Mr. [redacted] thinks I drove this bus, but he is entitled to feel that way. However, we do feel that it is important to point out a separate concern of ours, what we believe is a discrepancy in the customer’s description of events.  He filed this review on 10/30, noting that the car had been sold to another customer, which in fact had occurred.  However, on his complaint rebuttal that he filed on 11/1, he maintained that the car was still in stock. While it may be a small error on his part,  it does affect his story.  Sincerely,  Patriot Subaru

Dear [redacted],I know we have spoken since you expressed your concern, but wanted to summarize where we are to date. Not sure how we got to this place, but in the end, we really think we came through for you.  We agree with most of your letter, though we do disagree on what you perceive as our...

intentions.  We wouldn’t last in business if we did as you’ve described.  Essentially, there were many phone calls back and forth as you looked at several vehicles.  Our sales manager, [redacted], with sales associate [redacted], worked on this with you over a span of several days.  You had pinned down a vehicle of choice,  VIN [redacted].  When the car arrived on the lot, [redacted] was reviewing the paperwork and noticed an error.  The price had been quoted on a manual transmission, but it should have been an automatic. No excuses, but in the course of the different vehicles, the mistake was made. [redacted] called you, and told you of the error. You were adamant that we should honor that price. Initially we said, our mistake, an honest one, but unfortunately we can’t let it go at that price.  We do not discount under our UpFront Price, but in good faith for our mistake, we took $500 off.  You said no, and several days went by.  In this interim,  the car was sold to another customer.  Not a problem – we found the exact same car, model, trim, accessories, color, and we did it for the price we had originally had provided. A loss for us, but we wanted to do right by you.  We were honest about everything that transpired, admitted the error, and offered a resolution that was truly to your benefit.  At this point, we believe you could be driving the car you wanted, and you would be very happy. Please let us know what you would like us to do at this point.Best regards,[redacted]

Unfortunately, this customer feels this way.  During the process of quoting on several vehicles that were not yet in stock for the customer, our sales manager made a computer entry error, and ended up providing a price on an incoming vehicle $1000 less than it should have been.  He went to the customer and explained, and apologized.  The customer insisted on the price given. Patriot offered a $500 discount because of the error, but that was not accepted.  A few days went by, and that particular car was sold to another customer.  We were able to locate an identical car - same model, trim, accessories, color, interior - and offered it to this customer at the price we made in error, but the customer declined.  We stood behind the mistake but that did not satisfy the customer.   In our team meeting, we spoke to our associates about how a simple mistake can have a big impact, and that we must strive to be better. We have won every award for customer satisfaction, because of our focus on the customer and the community, and have stood behind the mistakes of our associates and managers even when others wouldn't. We wish that it had not happened, and attempted to satisfy this customer, unfortunately, the apology is not accepted by this customer. We take our reputation seriously and will learn from this. I don't know how Mr. [redacted] thinks I drove this bus, but he is entitled to feel that way. Sincerely, [redacted] Patriot Subaru