ComplaintsforGiles Subaru

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a brand new Subaru Outback from Giles Subaru, and the financial officer (****) guaranteed satisfaction on the warranty or I could request a full refund at any time. He verbally guaranteed a new windshield, which the warranty he sold me did not cover. Upon complaining about this, he told me a refund for my warranty was processing and would take 6-8 weeks. That was in July 2022. **** has since refused to take phone calls or remedy the situation. This is a cost of upwards of $1,500.

  

  Business response

  02/24/2023

  Giles Automotive takes full responsibility for not resolving this customer issue in a timely manner before reaching this point.  This by no means represents the Giles standard of customer service nor does it represent my standard of customer service.  I personally reached out to Ms. ******* and so did our Subaru GM to ensure that we resolve this issue as soon as possible.  Again, I would like to personally apologize to Ms. ******* for this issue not being resolved much earlier and timely as it should have.
  
  A. Ryan *******
  President
  Giles Automotive, Inc. 

  Customer response

  02/28/2023

   
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID 19414714, and find that this resolution is satisfactory to me.
  Sincerely,
  ******* ******

• Initial Complaint

  10/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a new vehicle on December 19, 2020, Nissan Kicks S Trim VIN:3N1CP5BV8LL564052. Portfolio is the service company that holds the service contract I purchased from dealer, coverage 5years/75k miles. After having 5 service incidents for the same issue I asked the service manager (Brandon) what my options were because we couldn't keep up the repetitive act of me bringing in my vehicle, taking time off work, and lack of resolution. Brandon directed me to the Nissan Corp buyback program. I immediately made the phone call, three days later I was contacted by a representative from Nissan. Within a minute of accepting the call I was greeted and told my claim was denied. I was told that my vehicles warranty did not qualify for the program in because it was no longer under a Nissan warranty, and my Portfolio service contract I purchased through the dealer was not valid for action from Nissan corp. I called to speak to Brandon who was not available . He called me back in route to the dealer and I asked for a meeting with the general manager the next day. I was told he would set up something for the next afternoon. At ~1pm the next day I text him for lack of communication, he said he would have his(GM) call me. I was instead called by a Nissan sales manager, I agreed to speak to him to try and come up with some resolution. My aim was to get out of the vehicle that had not been repaired in the 4 trips/20+(total) days in service. I spoke with him about the situation and what I'd offer, he said he would get back to me. Two days later I called back for lack of communication. I've been bounced to every department, with each one saying that it was the other's issue and never spoke to a true decision maker. In a fit of stress and desperation I put down a deposit on a new Kicks. The sale has not concluded yet and I believe they forgot to add on the warranty I repeatedly mentioned I wanted. I can't confirm because no one is calling me back. Enough is enough.

  

  Business response

  10/28/2022

  Mr. Gregory, we appreciate you taking the time to reach out to us about your recent experience with our dealership. We apologize for any lack of communication on our end and any inconvenience incurred during repairs. I was told that Brandon mentioned that he would have you speak to the General Sales Manager, which is who you spoke too, my apologies for that miscommunication.  It is my understanding that, with the direct assistance of our Shop Foreman and Nissan Tech Line, our Nissan Certified Technician followed the proper guidelines to conduct a rigorous diagnostic and repair during each visit. The Service Manager also stated that the repairs on your 2020 Kicks has been completed and the Shop Foreman is in the process of test driving to confirm there is no reoccurrence of concerns. Unfortunately we can only provide Nissan with the service history and all requested information, and have no control over the outcome in regards to Nissan re-purchasing the Nissan Kicks.  In regard to the new Kicks, as we stated before, if you feel that the deposit was placed under stress we would be more than happy to issue a refund immediately upon request. Thank you again for contacting us.  You can contact me on my personal at any time with any quesitons or concerns

   

  A. Ryan LeBlanc
  President | Giles Automotive, Inc.
  Office:  337.354.2743
  Mobile:  337.522.4444

  Customer response

  10/28/2022

   
  Complaint: 18311068
  
  I am rejecting this response because:
  
  GENERAL FACTS
  Dealership Giles Nissan
  Vehicle has been in service 4 times
  I paid 200$ deductible and was asked to pay it a second time.
  Vehicle issue has not been resolved in the 4 trips
  I consulted the service manager about my options and was referred to the Nissan buyback program-which my vehicle DOESNT EVEN QUALIFY for.
  I made clear my desire to meet with the general manager and was told by the service manager that an appointment would be made for the following afternoon.
  I had to contact the service manager to follow-up the next day at ~1pm when I was NOT contacted.
  I was contacted by a new car manager instead of the GM like I requested and was told would be done.
  I spoke with new car manager and gave him some numbers I could work with to try and come up with a resolution.  I was told he would call me back.  Two days later I had to call him and he didn’t have an answer yet.
  At every point of contact I have mentioned or flat out stated that I wanted the same warranty on any new vehicle I purchased.
  The warranty was not included in the final numbers.
  I’ve put a 1k deposit down on a new 23 kicks.
  The used car manager told me that the market for my trade-in was not favorable and that the latest appraisal was at best a break even at auction and cited issues with market demand in our area.
  The used car manager told my salesperson that a used car on his lot (22 kicks with 1.8k miles) was priced higher than a NEW 23 kicks because the market demand was high and supply is low.
  I’ve so far taken 5 FIVE days of paid time off dealing with this issue.
  A Nissan professional tech was assigned to the case to provide a fresh viewpoint and troubleshooting perspective.  The solution he provided is to repeat the first repair again.
  The service manager stated they intend to put 500 FIVE HUNDRED miles on my vehicle to test it out further, devaluing both the vehicle and the remaining warranty.
  I have filed a complaint with the BBB case #18311068
  I have filed a complaint with Nissan Corporate Case #47376292Sincerely,
  

  SERVICE FACTS
  Vehicle out of service and in your custody is as follows
  Vehicle was in service ~6h 1st trip invoice 615545
  Vehicle was in service 8/9/22-8/31/22 ~21.5 days 2nd trip invoice 615762
  Vehicle was in service 9/1/22-9/12/22 ~10 days on 3rd trip invoice 617086
  Vehicle was in service 10/3/22-10/14/22 ~11 days on the 4th trip invoice 6189744
  Vehicle IS in service currently from 10/17-present ~11 days
  Vehicle 5th repair is the same as the first.
  Total days in service according to the invoice records ~54 days and counting
  

  My viewpoint.
  I have been beyond patient; I have attempted to be kind and amenable even when I have been upset.  I have shown a willingness to work out a solution that isn’t favorable to me in hopes of being treated like a customer with a defective product from your brand, your salesroom, your stock, covered by the warranty you sold me.  I have not received a service resolution for the money I paid or any peace of mind that the issue can be resolved.  The boy has cried wolf four times, trust is the process and vehicle is broken beyond repair.  Do better.

  Gregory Domingue

  

  Business response

  11/08/2022

  Greg and I have met a couple of times over the last few days and have agreed to a mutual resolution yesterday.  I appreciate the time that Greg put into this situation and apologize for any inconvenience he has experienced.   

  A. Ryan LeBlanc

   

  Customer response

  11/08/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18311068, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩