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Complaint Details
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Initial Complaint
12/12/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
My car was towed to the Clay Subaru dealership for service. Overnight my car was broken into and the rear left window is smashed. ******* said they aren't responsible for vehicles on their lot. He said they can't replace glass there but they are able to replace a clutch? I was never contacted by the dealership but the police. General sales manager ******* lied about what the police officer said as confirmed by the officer. ******* was very unprofessional and condescending. He couldn't even provide me with his full name after being asked multiple times. I had to resort to the Clay Subaru website to find the employees name. Horrible customer service. ******* conducts himself as if he is a child. He stated "I'm not doing anything" in reference to the broken window. They have zero cameras on their lot. Another employee stated "cars get broken into all the time". I'm unsure how that is an acceptable response from a certified dealership.
Business response
12/30/2021
-We have been in touch with ****** and believe we are all good in this situation. I may be mis informed and if so ****** can call me on my mobile, ************.
******* ***************** is involved and has been in contact with us as recently as yesterday.
Initial Complaint
11/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
May 3, 2021 purchased a 2016 pre-owned Subaru Forester from Clay Subaru in Norwood for $19,300. The day afterwards but before collecting the car I asked for new tires, 3 of which were in poor condition and 5+ years old. Tires are not just about tread. Any tire over 5 years old should be replaced. Clay Subaru measured the 1 newer tire with me on the ohone, said were in great shape and denied me tires. When I arrived to collect the car, they had it hidden out back so I wouldn’t check the tires before I collected the car. I put $2000 down on the car and know now i was put “upside down” in the car financially and cannot afford new tires winter is here. Noticed immediately that car has excessive rough idle and loud cracking noise from under hood. Returned car to dealership. Was told, “There's nothing wrong.” Asked service manager questions he began argument with me and ran off. Sat down with dealership manager Oscar LiDonni who instructed me not to speak with anyone at dealership but him. He invited me to return twice more to have mechanical issues diagnosed. Each time I sat waiting for hours, was dealt with last and told, “There’s nothing wrong with the car.” During 3rd visit I asked service manager about my car. He verified that nothing was wrong with it but after further questioning it was clear he didn’t know why I had brought the car in. I continued to text message and email Mr. LiDonni with video of mechanical issues as they worsened asking for help. He ceased communicating. I copied a friend on an email to Mr. LiDonni who then responded: that I take the car elsewhere and use my 3rd party warranty to pay for it. A different Subaru dealership misdiagnosed it costing me hundreds. Mechanical problems persist and have worsened to include exhaust issues. I can’t upload video here of loud cracking noise from under hood. I can’t travel with the car in confidence/safety or trade it in in good faith. No one has given the car what it needs to be sufficiently diagnosed
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