Delaware Subaru

Delaware Subaru responded

Mr. Li, As you have taking your issues public, I will share, once again, my original response to you: First, regarding a vehicle detail (which you were unhappy with), I agree with you that detailers should clean all areas of a vehicle. However, leaves in an engine bay does not qualify the total cleaning as “unacceptable,” in our opinion. But we apologize, nevertheless. Second, a ‘crooked steering wheel’ (that you had issue with) is a characteristic of the vehicle’s alignment. As you did not indicate in your comment that the car tracked any direction other than straight at highway speed despite the slightly misaligned nature of the steering wheel itself, it is unlikely that this is a safety hazard more than just a camber/caster/steering wheel alignment setting. We apologize that this was not noticed or corrected during the Pre Delivery Inspection. Any Subaru dealership can correct this under warranty. Regarding any rust showing on the steel components of the undercarriage (which you indicated), that is certainly normal for vehicles. WRX models are assembled and built in Japan, then transported to the United States via ship, train, and truck. Any abnormal shipping damage would have been recorded and corrected during our technician’s Pre-Delivery Inspection, which takes place on every single new vehicle prior to delivery. Subaru of America, their shipping affiliates, and Delaware Subaru each have policies and procedures in place with checks and balances to review all vehicles prior to delivery to any consumer. To suggest that you received a new vehicle in any less acceptable condition than any other new Subaru vehicle delivered in the US is certainly your opinion, however, we respectfully and professionally disagree. Regarding the mileage outlined to you prior to your arrival at the dealership and the actual mileage on the vehicle at delivery (which you had issue with); when we received and stocked the car in, it most likely had the original 8 miles that Chris indicated. Within the time we stocked the vehicle in and your final purchase, the vehicle likely was test driven by other prospective customers, as we do not prohibit test drives on our vehicles. We consider 41 miles to still be “brand new” the same as you do. But to suggest that we were “dishonest,” “misleading,” or “cheated” you is simply wrong and overreaching. Still, we apologize for the miscommunication. As far as the way you were communicated with via the phone (which you had issue with that you “only” wished to correspond via email)… It is our opinion that we can accomplish a lot more in a phone call, plain and simple. You certainly had the option not to have a phone conversation if you truly did not want to communicate that way… I apologize that you feel this way. Next time, we will be more mindful of the desired method of communication. Your overall summary that you are disappointed and dissatisfied is certainly something that we take seriously. So on behalf of our entire organization, again, I apologize for how you feel. As noted, the steering wheel alignment issue can be addressed under warranty at your local Subaru retailer’s service department. As far as all other concerns, the explanations outlined above should be adequate. We very much appreciate your business. If you feel you need to pursue any further concerns regarding shipping and potential transport damage on your vehicle, you can contact Subaru of America directly: 1-800-782-2783. Respectfully, Lee Asher, Vice President & General Manager Delaware Subaru

Tony responded

Lee Asher, The VP, and GM, didn't bother to write a new answer to my points. Instead, he just copied his old email here. Even though he didn't put in much effort, I am pleased that his actions ended up showing everyone the problems I had with them. First, I appreciate Mr. Ashy for confirming that I did receive a brand new car in a dirty condition, and he disagreed with me when I called the condition unacceptable, which means he thinks it is acceptable for them to sell a brand new car with a dirty engine bay that was full of rotten leaves. Second, Lee Asher acknowledged that the car had a bad alignment, so why did they sell a brand-new car to me without fixing the alignment? Third, As he said, I bought a brand new car that already had rust developed on the undercarriage, and he considers it normal because Subarus undertook a lengthy voyage from Japan. Fourth, when I protested the fraudulent assertion of the vehicle's mileage by the salesperson, Lee Asher had the audacity to defend the preposterous claim by stating that the mileage I was told pertained to the time when the car had initially been stocked. This nonsensical excuse paid no heed to the fact that I asked the salesperson specifically: "How many miles does the car have right now?" in my email. And as if to add insult to injury, Lee Asher couldn't even be bothered to respond to my plea to expedite the car's registration process. I was forced to endure an excruciating wait exceeding a month to get my car registered, a testament to their shoddy customer service. The whole ordeal was an abomination. Overall, As the GM and VP of the auto group, Lee Asher considers it is okay for a brand new car to be sold with a dirty engine bay, bad alignment, and a rusty undercarriage. The points and assertions I have delineated above are substantiated by concrete pieces of evidence. Each interaction I had with the dealer has been meticulously recorded and archived. I shall persist in maintaining the accuracy and relevancy of this review by incorporating any subsequent developments or updates.

Delaware Subaru responded

Thank you for taking the time to share your positive experience at Delaware Subaru! We greatly appreciate your feedback and are thrilled to hear that our staff, particularly Chris Brosseau and Melissa McLaughlin, provided you with exceptional service.We're glad that your overall experience at our dealership was great, and we sincerely thank you for choosing Delaware Subaru. We value your recommendation and look forward to serving you and your acquaintances in the future. If you have any further questions or need any assistance, please don't hesitate to reach out.

Delaware Subaru responded

Thank you for sharing your positive experience with us! We couldn't be happier to hear how easy it was for you to get your Mustang. Our team, especially Chris , is dedicated to providing excellent service and ensuring customer satisfaction. We understand that purchasing a vehicle remotely can be a bit daunting, but we strive to make it as convenient and transparent as possible. It's fantastic to hear that our team was extremely helpful throughout the process, helping you make an informed decision. We appreciate your recommendation for remote vehicle purchases and are glad that we could meet your expectations. If there's anything else we can assist you with or if you have any further questions, please don't hesitate to reach out. We truly value your business and look forward to serving you in the future. Enjoy your new Ford Mustang Shelby GT350!

Delaware Subaru responded

Thank you for the 5 Star review! We greatly appreciate your support and look forward to serving you again in the future!

Delaware Subaru responded

Thank you so much for taking the time to share your wonderful experience at Delaware Subaru. We look forward to serving you and your family again.

Delaware Subaru responded

Thank you for the 5 Star Review! We're glad to hear that you enjoyed your experience with Katie and our team at Delaware Subaru.

Delaware Subaru responded

Thank you for the 5 Star Review! We are happy to have you leave as a Satisfied Customer!

Delaware Subaru responded

Thank you so much for such a glowing review! We are glad you had a great experience at our car dealership!

Delaware Subaru responded

Thank you for sharing your feedback! We are so glad that you enjoyed your experience at Delaware Subaru.