ComplaintsforAutoNation Subaru Hilton Head

• Initial Complaint

  01/25/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Lease Agreement, signed on ******** , contains 2 optional programs which were never discussed or approved by me. I have requested that these programs be removed from the Agreement. Sales manager says both programs can be removed, but payments will not change!

  Business response

  02/02/2024

  Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within ***** business hours.

  Thank you. 

  Customer response

  02/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:    It seems that this is another "delay tactic" by the dealership. This complaint is a "NO-BRAINER" and should have been settled over a month ago!

  Regards,

  ******* * ** ********

  Business response

  02/09/2024

  The General Manager discussed this matter with the customer and has agreed to reimburse them for the amount of the cancelled items, as well as provide them with a free oil change service for the inconvenience. We sincerely apologize for any inconvenience. 

  Thank you. 

  Customer response

  02/12/2024

                            After 13 memo's, 3 phone calls, and the involvement of *** ****** G.M. at Subaru Hilton Head, my

                      complaint # ******** has been resolved in my favor. My thanks to all at BBB-Jacksonville for your assistance.

                            

                            BBB is now "two for two" in helping me resolve issues of this nature - thanks again!

   

                                                                                                     

                                                                                                         ******* ********

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the dealership to purchase a vehicle with a pre approval check from Navy Federal Credit Union. After test driving the car my sales rep asked me if I wanted to do a no impact pre approval with them. I informed her I was happy with my current terms. She told me it wouldn’t impact my credit score and they may be able to get me a better rate. When I declined again she got her finance manager, who told me they wouldn’t sell me a car unless I applied for their in-house financing. I asked both of them does it have an hard impact multiple times. They assured me that it wouldn’t and it’s a company policy that everyone they sell a car to has to do. They went on to say that the check issued by my credit union wasn’t even a real check and they would get paid faster from their in-house lenders. I emailed them my promissory note and documents as proof of my financing. When I told them I didn’t feel comfortable doing that they told me they wouldn’t sell me the car I was pre approved for otherwise. I agreed only if it wouldn’t impact my credit and I needed to do it in order to complete the purchase. They ran my credit multiple times and tried to pressure me into financing with them at a 30% interest rate when I already had financing at a better term. When I asked them to remove or mask their hard inquiries, they told me it can only be done if I purchase the vehicle. I told them that didn’t sound right and I refused to conduct anymore business with them.

  Business response

  11/30/2023

  Thank you for bringing this concern to our attention. The customer visited the dealership with an approved check from his lender for one vehicle, but the customer's interest moved to different vehicle. Because the check in hand only pertained to the original vehicle, the customer was advised he would need to revisit his lender for a new check. An option to run a credit inquiry meant to determine if AutoNation's financing would be sufficient was explained and offered, to which the customer agreed. Please see the attached signed credit application form for reference. Unfortunately, the rate and/or terms were not sufficient, resulting in the customer's need to revisit his lender. 

  Thank you. 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a collision with a wild turkey on 4/2/2023. I filed a claim with my insurance company and contacted my dealership with whom the warranty is through. It was a brand new car. Purchased 10/2022. The dealership provided false information about their warranty provisions and have been almost impossible to deal with throughout. I need my car back!!!! And no one is helping or telling me when I will actually get it back! I’ve been paying over $1000 a month in car payments and car insurance for a car that I do not have. I’ve missed a ton of work and have had to find rides or borrow other vehicles. My commute is 1:20 minutes. This is just not right. I expected Subaru to be my advocate, but they’ve completely dropped the ball. Horrible customer service all the way around. I just need some help and some answers please. AND MY BRAND NEW CAR BACK!!

  Business response

  06/16/2023

  Thank you for bringing this concern to our attention. The case is still under review. We will provide a response within 24-48 business hours.

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