Just wanted to pass along the experience I had with Turnersville, NJ Prestige Subaru dealership who reneged on my purchase agreement, vandalized my trade in car and tried to gouge me on price of my trade in.
Would love to hear about others who experienced similar issues: See my story below.
To: Subaru Corporate Offices, Subaru Dealer Association, Subaru America Corporate Offices
I am writing to you to demand an investigation into the behaviors and practices of your Prestige Subaru staff due to an incident that occurred on November 6, 2015, when I went to pick up the 2016 Forester Touring edition I had planned on purchasing. Specifically:
Your sales staff violated the terms of our purchase agreement by refusing to honor the trade in price of my car
Your used car manager vandalized my car, taking apart a piece of my back seat in an effort to force me to agree to a reduced price for my trade in.
Below are the details.
In October, 2015, I negotiated with your team for a trade in of a Buick Enclave (2011), the purchase of the Forester Touring edition and financing, going so far as to sign a purchase agreement with the dealership (attached). The trade in was negotiated and agreed upon, as was the price of the car. Your team had me put a $300 deposit down so they could locate a Forester Touring edition. All this information is included in the purchase agreement which was signed one month ago (car price based on your Consumer Reports Guaranteed Savings Program).
When I arrived on November 6, 2105, I was told my car needed to be re-evaluated. Your used car manager, Ken Gumienny, then took my car out for a drive (he was alone, unaccompanied by me) and claimed that a piece of my rear passenger seat was broken and could not be repaired. Please note, I had just cleaned the entire car inside and out and there was no damage to the interior of my car whatsoever. This “damage” I was told was irreparable and would lower the cost of my trade in by $350. I stated that this was not acceptable. Also note, when I went out to look at the “damage”, it was clear that your used car manager had yanked a piece of molding off the bottom of the seat of my car. It was easily put back together by me. I am appalled that your used car manager vandalized my car before any papers were signed and Prestige took ownership of it! While I waited for your finance people to provide a formal breakdown of price, trade-in and fees, your sales manager called my insurance company to switch the insurance. I found this highly unusual since we had not completed the sale or signed ANY paperwork, but I let it go at the time.
When I did sit down with finance person, Brian Smith, he did not have a prepared breakdown of the car price. Instead, he tried to up-sell me on a number of other things (warranties etc) and then informed me that because my car had an additional 1,100 miles on it from the month I waited for you to find me a car AND taking into account the damaged part your employee caused, the trade in was now only worth $13,000, not 13,800 that was agreed upon in writing by your team a month ago. This was an $800 reduction from our agreed upon price (again note, the “damage” that your used sales manager caused, was fixed by me in 20 seconds— see photo).
When I asked to see your Dealership Executive, I was introduced instead to General Sales Manager Jim McKenna, an amazingly arrogant and unhelpful man, who tried to convince me that it was perfectly normal to break a purchase agreement due to extra miles and damage his team caused. When I told him I wanted to speak to the dealer Vice President not the sales manager, he said he was the top person in the dealership and there was no one more senior. Having met the Vice President of the Dealership a month earlier I knew he was lying. In the end, McKenna simply refused to honor our purchase agreement and refused to consider any change to his newly presented price for the car. When I told him we had an agreement of purchase, he said that was not the case as it took a month to get the car and so, the deal needed to be renegotiated. I have never in my life purchased a car where this was the case.
So, I cancelled the deal and asked for my $300 deposit back (by the way, I have never been asked for a deposit for a dealership to simply find a particular make and model of a car). I also had to call my insurance company, Prudential, to have my car put back on my insurance and to take the Forester off. When they asked the reason why, I told them the above story. They informed me that they would also be putting Prestige Subaru on their Unsatisfactory Dealer List, which is distributed to all Prudential employees and offices nationally.
But let me be clear, I emailed your salesperson, Larry, on Wednesday, November 4th to ensure all pricing, trade-in, fees and financing had been reviewed and approved by your management prior to my arrival. I am forwarding the email I sent outlining my request.
Please note, I will be filing complaints with the Better Business Bureau and Consumer Reports, lodging a formal written complaint with Subaru Corporate Offices of the global and US offices, informing the South Jersey Courier Post newspaper of your behaviors as well as the South Jersey Chamber of Commerce and several other groups. I will also be taking to social media to share my experiences with as many potential buyers as possible. This will include comments on Facebook, Twitter, Yelp, and a wide range of auto-related sites.
To be clear: your team tried to cheat me and damaged my car. They lied to me, misrepresented themselves and reneged on a purchase agreement, not to mention hold my deposit of $300 for 1 month. I would like the entire incident investigated by your corporate offices and the broader Subaru dealers association. Specifically, I want to lodge formal complaints on the following issues:
Damage to my car done by Prestige Subaru’s used car manager, Ken Gumienny.
Breach of purchase agreement contract by Jim McKenna
Adding the new car on our Insurance without us signing the Final Purchase by Larry Werner
Holding a deposit of $300 for 1 month just to locate a Forester Touring
I Recommend This Dealer:
Jim McKenna, Ken Gumienny, Larry Werner
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