Dean Team Automotive of St. Louis

To whom it may concern,   Thank you for the input regarding Mrs. [redacted]. We have done our due diligence in regards to checking her vehicle and making sure it is indeed running and riding to factory specifications.  Our Service Manager personally drove with Mrs. [redacted]  5 miles to...

listen to her complaints with the vehicle .  With her understanding and agreeing that her questions were answered and this is the way the vehicle drives.  We would be more than glad to relook at her Vehicle a 3rd time, or Trade her out of the Vehicle. [redacted]Subaru ManagerDean Team Subaru

Revdex.com:After hearing from the General Manager, and discussing the entire situation with him, I presented the same acceptable outcomes to him as I did in the correspondence to the Revdex.com.  Not only did the GM accept my terms, he also went above and beyond, and offered me additional terms.  I accepted.  He then introduced me to the service professional that worked on my car, and he stayed in contact with me over the 24 hours that the repairs were being made.  He was the kind of professional after the complaint that I wished I had encountered before the complaint.  He lived up to his word, and I am satisfied with the resolution in this matter 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I have the photographs the dealership used to post the vehicle for sale on line.  The photograph of the back seat DOES NOT SHOW the piece of interior material that was added AFTER the photograph was taken to cover up the torn stitching.  I understand that the car was used and that it had flaws; I accept the flaws that presented themselves to me that WERE NOT covered up by the dealership.  But the dealership covered up the flaw so that a buyer would not notice the torn stitching until it was "too late" for the purchaser to notice and "make it part of the deal" as suggested by the used car manager.I went to the trouble to even have the car put on a lift so that I could see the underside before I closed the deal.  If the torn stitching had been in plain view, I would definitely have noticed.  It is the coverup that is the problem here, which the dealership did not address when they considered the matter closed.  It is a deceptive practice.The dealership has now found the supposedly nonexistent spare key now and has provided it to me as of this date.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]      PS: As of today the bank has not received the check, but as soon as they do I will accept Dean Team's response.

Mr. [redacted] states he contacted the complainant and told her that her emails were going to his "junk" mail.  I will follow up with him on Friday, 2/9/18.

Initial Business Response /* (1000, 5, 2015/06/30) */
[redacted] brought his 2009 Hyundai Sonata into the Dean Team on June 1, 2015 to have a concern addressed. The issue was the transmission display on the dash was showing a different gear than the vehicle was in. When we wrote up the vehicle...

we told [redacted] that there was a diagnostic charge for looking into what was actually causing the issue and that charge was $130.00. According to our service advisor, [redacted] mad a phone call and came back telling the advisor to proceed with the diagnostic. After the technician checked for codes in the computer and found nothing, he started checking the transmission inhibitor switch, which was determined to be the part that was failing. The technician proceeded to get pricing and gave this information to the advisor who in returned spoke with [redacted] regarding the repairs. [redacted] then made another phone call and came back to the advisor and authorized the repair. After repair was made and car was test driven by technician, [redacted] then paid for the repairs with complainant's credit card. While [redacted] was driving the vehicle home the car acted up again and was brought back to us to see what was going on. We decided to keep the car overnight so we could look into the issue further. After spending 3 hours going over the vehicle and running multiple tests to find the problem we ended up calling Hyundai Technical Assistance and they determined that the fault had to be with the instrument cluster because everything else was checking normal. We called [redacted] and explained what we found and the cost to fix the issue explaining that we would deduct what was previously spent because it did not completely fix the concern. The customer ([redacted]) declined repairs and picked up his car. Addressing the complainants concern regarding 1) requesting adult/owner authorization, we do not ask nor is there any real reason to ask a customer's age when the car is under their name, we do not verify age when customers bring a vehicle for service. Our service advisor was under the impression that whomever [redacted] was calling to authorize the repairs must have been a parent or guardian due to the fact that he would not authorize the work needed without making a phone call first. 2) Why instrument panel needs to be replaced instead of repaired. Hyundai manufacturer does not offer replacement parts for the instrument panel, the panel has to be replace by Hyundai manufacturing specs. 3) When complainant called the Service Director, he redirected the call to the Service Advisor that handled the issue. (Please see all attached documentation that will be emailed)

After multiple emails and phone contact with the complainant we have no other options available to resolve this issue.  The complainant did not purchase his vehicle from Dean Team and the complainant has also stated  issue is not against Dean Team but the manufacturer.  We have submitted the information to the complainant to contact Subaru regarding the issue.  As far as the complainants issue with Subaru's offer, we cannot be involved with what the manufacturer is offering the complainant. We also can't be involved with where the complainant's figures on his loss of $8000.00 come from.  This again would be something that would need to be taken up with the manufacturer.  At this time and point our hands are tied. Dean Team can do nothing else.  The complainant will have to deal directly with Subaru.

On 3/17/2016 Mr. [redacted] brought his 2015 Subaru WRX in to us for complaints of water leaking on the passenger floorboard and that all gears make a grinding noise when shifting between 2,000 and 3,000 rpm's and releasing the gas pedal. We looked at the water lead and found the sunroof drains are...

clogged with debris so we cleaned them at a cost of $20.00 to do so. When we test drove the vehicle it was apparent there was a transmission problem and the clutch was chattering when released. We called the customer and told him we would need to remove the transmission to further diagnose the concern and quoted him 6 hours at a cost of $780.00 to remove the transmission and tear it down to find the internal problem and determine whether it is warranty or not, this was approved on 3/17/2016 at 1:45pm by the customer. We removed the transmission and found first the clutch is aftermarket and  is worn out and there is evidence of abuse by the hot spots and glazing of the clutch, pressure plate and flywheel, then after further tear down we also found all the gears in the transmission are either beveled or chipped which is normally only seen on cases of abuse. AT this time we contacted Subaru to see if they would assist the customer in repairs as this is abuse not a failure from normal driving. We sent multiple pictures to Subaru as well as the Subaru representative was here and visually inspected this. Subaru declined any assistance to this repair stating this was abuse and does not qualify for warranty assistance and that they had already denied warranty in the past on the clutch at a different dealer less than 6 months ago. After about a week we tried to make contact with the customer to find out what he wanted to do with his car and at that point we were unable to get any answers from him not only by phone nut also by text messaging. Then on 4/5/2016 at 4:50pm he showed up to the dealer to remove all of his belongings and the plates off the car stating that he was just going to abandon here, we stopped him from removing his belongings as he had a bill to pay with us. The next couple of days we tried again multiple times by text messaging to reach this customer and find out what he was doing with his car, when we finally got an answer from him his reply was contact Subaru we not own that vehicle any longer, we then asked for a bill of sale to the new owner or something in writing to prove the car was sold and again we never received an answer. After a day we again tried to contact him by text as he was not answering any phone calls from the dealership and we advised him of out intent to pursue this issue in a legal fashion to get the bill paid and the car removed. He finally said he would pay the $780.00 to put the car back together which was not correct. On 4/7/2016 after multiple text messages and really not a good response we moved forward by contacting his lien holder( [redacted] ) and let them know what we told about the vehicle being abandoned and the local authorities which is also required before having the car removed from our lot and taken to an impound yard. I sent them a certified letter stating all of our intentions legally in regards to their vehicle and giving them 10 days to respond to it in which case they contacted the Revdex.com on this. I have attached all documents including the text messages, repair order, proof of Subaru denying the last claim 6 months ago at a different dealership, a copy of the letter that was sent to them and a couple of pictures showing the damaged parts. I can also provide if needed a copy of the denial letter from Subaru on any warranty repairs to this vehicle at our shop and the reasoning why they declined it. At this time we would like the customer to come pay his bill of $800.00 and have the car removed from our lot. We have not charged the customer any storage fees but we will do so if this matter is not cleared up quickly.

Initial Business Response /* (1000, 5, 2016/03/03) */
The dealership is/has been trying to locate a set of re purposed headrests for Mr. [redacted]'s vehicle as promised. Unfortunately, matching the color has been difficult. We will certainly honor our promise to send him replacements as soon as we...

can.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The desired resolution indicates a source for the headrests. It's been over five months of waiting with no response via email, text, or phone in regards to this issue. This is major safety issue for rear passengers in the event of an accident that has denied me the ability to transport anyone with piece of mind. Please rectify by agreeing to the proposed solution.
Final Business Response /* (1000, 9, 2016/03/03) */
Volvo of Brentwood did place an order with Land Rover for 2 new headrests. One is on backorder for up to 10 weeks. We will continue to look for pre owned replacements in order to deliver these "owed" items in a more timely manner. Either way, Mr. [redacted] will get the headrests.