Subaru of Pembroke Pines

CONCLUSION Linda, one of the Subaru NATIONAL customer CONCLUSION Linda, one of the Subaru NATIONAL customer care supervisors came through for me (she rocks!). Chris Cavalieri over at a DIFFERENT dealersh CONCLUSION Linda, one of the Subaru NATIONAL customer care supervisors came through for me (she rocks!). Chris Cavalieri over at a DIFFERENT dealership, Coconut Creek Subaru, called me up after Linda referred me to him. He was EXCELLENT. Much thanks, for greasing the skids, goes out to Linda. I did indeed end up buying a subaru outback, BUT from ANOTHER dealer. And at the price i was originally promised by Subaru of Pembroke Pines. It's a shame there are people being turned away from what appears to be a great product, by shameless car salesmen and dealership tactics like those used in the craig zinn autogroup. Here is what i wrote Subaru national customer care: " Linda, Here is a quick synopsis (as brief as possible). At this point I am truly disappointed with my first Subaru experience. Over the past week, I have spoke with *4 different reps* at your office, and now felt that we needed to elevate this. Thanks for calling me back. I hope you can handle this situation properly. I know it is not every day that a customer hands a dealership a check for $25k, and further, continues to be ignored by the entire staff at Subaru of Pembroke Pines. The car is still sitting on their lot, untouched. None of the options have been installed in the past week, as promised several times. To be frank, after countless calls and receptionist run-around, my frustration is beyond words! I refuse to have anymore conversations with these people. The following have been contacted via voicemail and/or email over the past week, with ZERO return calls or any form of response. It’s been a week since the car was to be delivered and since I wrote the check! We put a stop-payment on it a few days later, due to all these concerns below. Craig Zinn (CEO) Tony Stampone (President) Wael Ghali (GM) Yoni Edery (General Sales Manager) Mona Green (Zinn Assistant, Office Manager) Oliver Brown (Finance Director), Albert Hernandez (Subaru Sales Manager) Timeline of events: Mon 12/31/2012 ~1pm After several phone conversations, Doug Bogle (salesman) sends me a picture of the vehicle, minus the additional 4 options. And we come to an agreement on price with the additional options (“$24,100 plus tax/tag/title”). We discuss how the ONLY additional charges are for state fees of tax/tag/title. Mon 12/31/2012 ~3pm I send email to Bogle with the detailed terms of the deal and a follow-up email with credit card info so that he can charge me for a deposit (see attached email with list of all options and FINAL price of $24,100 INCLUDING dealer fees, with tax/tag/title to be added at signing). Mon 12/31/2012 ~4pm Bogle leaves me voicemail referencing my email and stating that terms are accurate, minus 2 items (all weather floor mats and cargo nets are not included, only regular floor mats) (ref attached VM audio file) Mon 12/31/2012 ~4:40pm We speak on the phone where we clarify that the cargo nets are already in the car (see window sticker image, attached) and that he will PERSONALLY see that the 4 ALL-WEATHER floor mats are in the car (per clarification of earlier conversations). Mon 12/31/2012 ~5:20pm I send a final closing email to follow our last conversation, once again the terms are clearly attached and PICK-UP is stated again, as Jan 2nd. Bogle responds to the email and states that he is looking forward to meeting in person… Wed 01/02/2013 ~8pm PAID for vehicle with personal check for FULL AMOUNT (Bank of America). This was the original delivery date, the car was not ready as they had promised. Now there were several arduous conversations with Bogle and Hernandez (Sales Manager), stating that I misunderstood, and that they misunderstood, etc. Hernandez went as far as saying, in no uncertain terms, that he cannot be held responsible for being knowledgeable of the agreements his staff makes! It was a circus! I actually left the dealership in anger, just before they called me back to sign for the car at ALMOST the original, agreed price ($200 additional). They wasted 2-hours of my time and cost me an evening with my aging father, whom I rarely get to see. I WAS HOPING THAT WOULD BE THE END OF IT… Thurs 01/03/2013 ~10am Spoke with Subaru National Customer Care to express concern about possible issues that may come up when I go to pick-up vehicle (case#1-2952439872. I was assured that ONLY Subaru genuine parts would be installed and sold with a new Subaru. I had my doubts that this is what I would get. Thurs 01/03/2013 ~12pm Spoke with Hernandez (Sales Mgr) for reassurance that my vehicle would be ready for pick-up in 1-2 days, with the installed GENUINE Subaru parts, he said they ONLY install Subaru parts and that he would follow-up with Bogle to be sure it is properly handled. **NO FOLLOW-UP CALL** Fri 01/04/2013 ~6pm Left VM on Bogle’s (Salesman) personal cell phone expressing concern about the pick-up of the vehicle after no word for 2 entire days. I was supposed to pick-up the vehicle on this day, as the *latest* possibility **NO RETURN CALL** Fri 01/04/2013 ~6pm Left VM for Hernandez (Sales Mgr) expressing concern about not being contacted **NO RETURN CALL** Fri 01/04/2013 ~6pm Left VM for Ghali (GM) expressing concerns about not being contacted for the pick-up of the vehicle **NO RETURN CALL** Sat 01/05/2013 ~10am Sent text to Bogle’s PERSONAL CELL (Salesman), asking for status on pick-up of vehicle **NO RESPONSE** Sat 01/05/2013 ~1pm Contacted Subaru National Customer Service, after not hearing from anyone there for almost three days, and having concern about paying for the car and not taking delivery as promised. Additionally, that I could not get anyone there to return my calls. They said they would follow-up with the dealership management and call me back. **NO RETURN CALL** Sat 01/05/2013 ~1pm Attempted to contact Zinn (CEO), but the Receptionist (Carolina) said that would not be possible. Expressed grave concern about the large check I wrote and asked her to contact him and ask that he call me on my cell, ASAP. **NO RETURN CALL** Sat 01/05/2013 ~4pm Due to our level of concern, we contacted Bank of America to report possible fraudulent activity and place a hold on check that was written **CHECK PLACED ON HOLD OVER CONCERNS OF FRAUD ON THE PART OF THIS DEALERSHIP** Mon 01/07/2013 ~2pm Bogle leaves me a VM stating that he has an “update” for me, and that he wants me to call him back. That’s it. No explanation, no apologies for ignoring my calls and text messages. No mention of all the messages I left with the rest of the staff. Nothing. **FIRST CONTACT AFTER 4 DAYS,* by ANY representative at the dealership since just after check was written, despite multiple calls on my part over the past 4 DAYS! Mon 01/07/2013 ~3pm Left VM with Zinn’s secretary/office manager, requesting that Zinn call me immediately concerning the purchased vehicle and my dissatisfaction. **NO RETURN CALL** Tues 01/08/2013 ~11am Brown (Finance) leaves me VM stating that there is a problem with my check, and demands that I call him immediately. I reply via email later, again expressing concern about the way his organization is handling this deal and that I need to speak with the GM ASAP. **NO RESPONSE FROM HIM** Tues 01/08/2013 ~11am Bogle sends me text asking me to call him Tues 01/08/2013 ~12pm Return email sent to Bogle, asking for status and explaining my complete dissatisfaction with their organization. He responds at 8pm via email. I tell him I need to speak with the management to be reassured that this deal will be properly handled. **NO RESPONSE FROM THE MANAGEMENT** Tues 01/08/2013 ~4pm Return VM received from the Office Manager, Green. She left the office by the time I called her back so I later sent her an email, with a synopsis of the events. **NO RESPONSE STILL** Wed 01/10/2013 SEVERAL emails sent out to everyone from the General Sales Manager to the CEO! **NO RESPONSE** Still no contact from the organization’s management, despite all my requests and attempts to speak with someone! Text copies of attached email can be found below, for convenience. At the end are the specifics on the vehicle options and the dealerships acknowledgment along with a voicemail again acknowledging accuracy of my email(attached). Thank you, Linda -------- Original Message -------- OMITTED BY DEALERRATER.... More