Twin Falls Subaru

Twin Falls Subaru responded

This is extremely far off from how we would like to see our guests respond to their transactions with our team. It sounds like you are a fan of our 7-day return and 30 day exchange policy, so you weren't stuck in a vehicle that didn't work for you. The first we were made aware of your concern on the 2nd vehicle was immediately elevated to the Service Director, who was past the bridge when you made it back, by the time he was able to get here, you had left already, so we were unable to continue the discussion & see what we could do to regain your trust. He is planning on calling you Monday to see how we can be of assistance.

PO'd responded

It is not that I am a fan. It was necessary as the first vehicle became undriveabe after 11 days. Yet you charged another 399 dollar doc fee on the exchange vehicle that was priced 4000 dollars higher. The dealership was made aware of the problem on the second vehicle hours before I came in. I did not receive any communication about this elevated issue before I arrived. I was told the question of if you could do anything was asked but not responded to. It will be interesting to see if I actually get a phone call Monday. I have a list of 15 different instances where I was told I would be called and received nothing. I will update my review on how the dealership responds. For the record I owe nothing vehicles were paid in full but they owe me and there is no hurry to get me the money they owe. Constant story changing and someone else to blame. I have asked to talk to management but never afforded the opportunity. Stay tuned buyer beware!

Twin Falls Subaru responded

Lori, we are very confused here. We have been working with your Grandson & his Great Grandmother, attempting to locate parts to get his latest vehicle up and running again, while assisting with a portion of the cost. It seems our return policy was a benefit, which we honored, despite the vehicle he purchased technically not qualifying for an exchange. If you have any concerns, we would enjoy the opportunity to speak with you directly, so everyone can be on the same page.

Twin Falls Subaru responded

This is extremely disheartening to see. Would you give our team a call at 208-734-8860, so we could get some details on this series of events? The few facts we have from your review don't sound consistent with how we handle exchanges, so we would like to see more details before us.

apash2004 responded

And who should I speak to?

Twin Falls Subaru responded

Brady, the vehicle you brought to us was years old, with many miles on it. From what we understand, the vehicle was bought in Utah, which means it has likely been driven in a wide variety of weather conditions. At the onset of your visit, you were advised there was a potential for this exact situation to occur. We were instructed to go ahead and remove them. Unfortunately, there was damage to the paint beneath the parts you requested our team remove. The mud flap bracket was installed with the now removed part on the vehicle, it will fit different once that part is removed. Our team did not install the part, we advised against removing it, and were instructed to do so anyhow. We do apologize we could not come to terms when you re-visited the store yesterday, and are saddened to see you rate some of our staff that had zero interaction with you so poorly.