ComplaintsforSubaru of Rochester, Inc.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had purchased a vehicle back in November involving a trade-in with Subaru of Rochester. Navigating it was all been done online and I was in contact with the salesman who had made arrangements to meet up with me on a vehicle he had me put if $500 refundable deposit down on months before. Fast forward to in the vehicle was delivered about a month ago and by then it was sitting in the car dealership parking lot and I was waiting for my vehicle to be delivered. It ended up going back on her deal and saying that I had to meet him in the cities near Rochester for me I run a daycare which is aware of and he knew that I had full-time job I cannot miss any work. After quite some time was I going back-and-forth I finally got in touch with a manager who had scheduled a delivery for people to my hometown at the same time the trade-in was to be picked up and brought back to Subaru of Rochester. The delivery guy who got to the town I lived in with my vehicle and met us at a local business he has requested payment for the delivery which is $2000 before he can leave my car I had to explain to him that Subaru of Rochester was responsible for the payment of the delivery this was at 6 AM and I tried to call the salesman to hack and talk to the delivery but never did get a hold of anybody he ended up telling me OK you know that you would work out with Subaru Gave me the keys to my vehicle he only gave me one set of keys my car only had 3 miles on it so therefore I know that the keys is it was a new vehicle that I pre-ordered. He also did not take the other Subaru with him being as he was not going back to Rochester he was on his way down south somewhere I called Subaru about the keys did not give me a straight answer I also asked them if they were going to pick up the other car and they also did not give me a straight answer. Fast forward 6 months and ..email for more details no more characters remaining to explain rest.

  Business response

  08/24/2022

  Customer purchased a ********************** WRX remotely during covid times on 11/26/2022

   

  Money was transferred from her bank to us. ****** was given permission to talk to us on what would need to happen to do the wire transfer. Once money was received, we said we would set up transportation. It did take 10 business days for transport to issue a driver to go pick up the vehicle. 

  Paperwork was in the glove box with the new vehicle and ****** knew about this. ********** ( Finance Manager) had highlighted all documents that were to be signed and also included a return envelope. After about a week or so we reached back out to see if she had sent the paperwork back and were expecting the transport company to drop off her trade with us in the next few days. 

  The trade didn't show up so we reached out to the transport company where they explained it was never picked up. According from their notes she was rude and mean, enough to make the driver say "F this" and left without picking up the trade. The transport did try to pick up the car later but could never get ahold of her. 

  After numerus calls, emails and text messages, we finally connected with ***** and told her she couldn't keep the new car and we had to return her money if we did not get her trade and the paperwork for the bank purpose. We did send another set of papers for her to sign and return and she did not return any of those documents.

  We did reach out to the non-emergency police in the area and they said they could do a check in with her. She did reach out furious because we got police involved, the officer we talked to did mention they have had issue's with her before and would see what he could do. 

   We did finally receive her trade and paperwork. 

  couple things noted is we believe she tampered with her trade in as the brakes were cut or broken...

  multiple dents and dings not in her pictures

  windshield was broken

  and wire harness was pulled down from the dash with wires pulled out. 

   

   

   

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