ComplaintsforSubaru of Wesley Chapel

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I negotiated purchase of brand new 2023 Subaru Solterra Touring the end of July 2023/August 1st When I went into the finance department, the sales manager was present for much of this discussion while in the finance department. My partner was present as well. The finance person and the sales manager discussed a particular warranty with me that was described as scratch, paint chip, dent and love bug damage warranty that seemed like a good idea living in *******. Based upon the representation and unclear contract, I elected this warranty. I recently brought my car to a company who details and offers other paint protection services and after detailing my car, they identified close to 100 tiny paint chips in all the areas I had been fastidiously removing love bugs. I contacted the warranty company to find out that this warranty only covers stains and fading and they denied the claim. I reached out to the sales manager who nearly laughed and said they would not take care of the damage or assist in any way and that the contract is non refundable. This coating they sold me with this warranty is not as represented by the finance department or the sales manager and is effectively useless. I requested the ******* back from this useless warranty and horrible misrepresentation. I requested the owner of the dealership to contact me several times who I met prior to purchasing my car, he has not called me to date which has been three weeks at this point. I have not even owned my car for one year and it has more damage than any car I have had previously. My car is garaged, never drive off road, I work from home and have 9000 miles on my car at this point. There is no excuse to sell and misrepresent a warranty they choose to carry and push on their customers. It is a third party warranty. I am hopeful that no one else undergoes this horrible experience and I am hopeful that BBB can assist in any way possible. I suggest never doing business with this dealership

  

  Business response

  06/04/2024

  Good afternoon, 

  I have attached a copy of the Zurich Shield policy that *********************************** purchased from us on July 31, 2023. The policy defines in detail what will and won't be covered. When ************************ filed a claim with the warranty company they determined that the damage was in fact "stone/rock chips" as well as love bug damage. They repaired the love bug damage as per the warranty agreement however they would not cover the other damage because the warranty clearly states what is and is not covered. She also filed an advocacy case with Subaru of America and they also denied the goodwill claim and closed her case. We are not willing to refund ************************ the $1,200 as she requested. We did offer to refer her to the collission center that we use and that they would charge her our dealer cost to repair the damages. We are not a collission center and do not handle paint repairs. We are very sorry for her frustrations however we do feel as though her warranty has covered what is outlined in the policy. 

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