ComplaintsforKocourek Subaru, Inc.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The problem revolves around the fact that **** informed me that the tire rotation would be done with the oil change. The oil change was the reason for the service request and she said the tire rotation was $24,00 , approx. Because I had heard others sharing their experiences with Kocourek, I marked the right front tire and also removed the valve stem cap on the right front tire. Upon getting home my wife asked me if they rotated the tires. At that time I went to check the right front tire and found it to be marked with the cap missing. ALL THE OTHERS TIRES HAD THEIR CAPS ON. I called the dealer back and talked to **** about what I found. **** put me on hold to check with her supervisor. She informed me that the shop tech told her that he rotated the tires and how. THIS WAS A BALD FACE LIE. The tire was marked and had not been moved. WE ended our conversation at that point. Later **** called me back and ultimately offered a full credit to my credit card. Naturally I wonder if the other services were completed, even the oil change. I have no faith in this business and wonder if these practices are systemic through out the whole business. I believe this was not an isolated incident and hope there will be an investigation. This company has other dealerships in the state and would be interesting how many complaints have been reported against Kocourek state wide. How many other auto dealerships in general pull this kind of stuff to be more profitable whether it's service department or the sales force.Sincerely *************************

  Business response

  07/31/2024

  Dear ****************, 

  Thank you for bringing your recent experience with our service department to our attention, and for allowing us the opportunity to address your concerns. We sincerely apologize for any frustration or inconvenience you experienced during your recent visit to Kocourek.

  We have thoroughly reviewed the incident with the technician involved, and appropriate measures have been taken to ensure that such an oversight does not occur again in the future. We take pride in our commitment to providing excellent service and want to assure you that we hold ourselves to the highest standards of honesty and integrity.
  
  While we are relieved that **** was able to offer you a full refund for the services in question, we deeply regret the loss of trust this situation has caused. We understand your concerns and are committed to restoring your faith in our business practices.
  
  We genuinely value your feedback as it helps us improve our services, and we have taken your comments seriously. We are actively reviewing our processes and implementing additional steps to ensure that our customers receive the quality service they expect and deserve.

  Sincerely,

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

  General Manager

  Kocourek Subaru

  Customer response

  08/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I believe this type of incident is systemic in the auto dealer service departments and should be investigated by a state agency I would like to know if the technician assigned to the service request is still an employee at the dealership. If so, that tells me that this is a practice common in dealer service departments. I have heard that the technicians pay is based on the number of jobs they complete. Bye skipping some part the of requested service . In addition to this i would like to note also that their multipoint inspection was not completed. I base this on the **** that they didn't even top off the windshield fluid  which I happen to check after I was got home.

  Regards
  
  ***************************

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I had ordered a new ******* from the Subaru Dealer in ******, **. The store manager, *********************************, said he placed the order on August 4th and would be available sometime in November. Monday, October 3rd my husband received a call from the new store manager, ****, of Subaru in ****** saying that our order was never placed. The new manager said there is nothing he can do to get us the vehicle we were told was ordered. I sent an email to Subaru Corporate to see what options we have to acquire the car that we ordered in the time frame that was given to us. The only option that was given was to have the dealer place the order, but cannot help with the timeline that we were told. My husband and I are at a complete loss of what to do next. The reason we went with this car was the delivery date of November and 4-wheel drive ability. I am a Traveling Medical Specialist, and am currently on contract in the UP of ********. Receiving this car in the given time frame is essential for transportation to work. Another reason the timing is important, is because our household has been down to one car and have been just making things work until the new vehicle arrived. With being told the vehicle was ordered and then two months later informing us it was not, robs us of the ability to have the time to make any alternative arrangements and puts us in a horrible situation. Attached is the email exchange between my Husband and ****** working out details of the car to be ordered, text confirmation on the order from ******, the Purchase Agreement from ******, text from ****** stating his error, email complaint to Subaru Corporate, and response from Subaru Corporate. For a resolution, we would just like the vehicle that we were told was ordered with the delivery date of November.

  Customer response

  10/06/2022

  My Husband has been in contact with the dealership since I filed the complaint yesterday.  The dealer has worked out a resolution that will meet our needs.  The solution should be provided Monday. I will send an email Monday once the resolution has been achieved.  Please call or email if you have any questions.

  Customer response

  10/12/2022

  Everything has been resolved with the dealer at this time.  We were able to connect with a manager that was able to provide us with an acceptable solution.

   

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