Subaru of North Miami

Anap.perri responded

Hi Vivian, I’m not sure if you are actually wanting to learn more about our issue and genuinely look for a solution by looking into what really happened, or if your message is just a generated response for my complaint review. I’ll once again break down what happened, in hope that this is a genuine reach out to solve the problem. First off, we had a great service from Isabel, who was as transparent as her job permits and a very nice person overall. When she reached her limit, she called the manager to close the deal we were looking for. We spoke to the manager and negotiated with him, agreeing on $1,500 downpayment (which includes fees and the first monthly payment) and monthly payments of $550. A handshake was offered by HIM to close on that deal, which led us to trust that this is what we would be getting and not that it would later be changed and he would wash himself from all responsibility saying that it’s not up to him, but up to the finance director. During our conversation with Isabel, we had asked if my father was to stay if needed to be co-signer, and whoever she confirmed with said that it wasn’t needed (now I understand why). During the conversation with Kelvin, of course the tricks started regarding credit and monthly payments going up - these are things one might expect when making deals, especially at a car dealership. Still, at least we were told what the monthly payments would be. It went from the agreed $550 to $577, supposedly due to being “tier 3” bumped to “tier 2” with a 700 credit. I asked him about having my father become co-signer, and he pushed that off, saying it would only be a $9 difference and offered “free” maintenance for the 3-year lease, which I obviously know was not actually free and was included in the monthly payments. The part where we were naive was when we started signing without requesting to see the exact numbers we were agreeing to and the breakdown of everything, trusting what Kelvin was telling us. I signed with his mouse an electronic signature without him even showing me what I was signing (yes, this was on me, as he himself stated, “you guys signed, the contract won’t change”). Tricks are frustrating and lead to a lack of trust and credibility, but this went beyond tricks - it was actual fraud. When swiping the cards, the amount we were told we were being charged is NOT what was actually charged. We used two cards, as one only permitted $700, and Kelvin was to swipe the second one to charge the remaining balance. When he told us the amount, we questioned it and he said we HAD to pay the first monthly payment and that’s how it ALWAYS works when making a lease (which is absolutely not true, but okay). We agreed to the $1,500 downpayment + $577 first month, and then he said he would also add the title, which I asked how much it was and was told an amount that was less than $100. Again, we agreed, although the initial deal was ONLY $1,500. At the end of it all, the only documents I received were the first one that I signed from my phone (DocuSign), which showed no breakdown or final amount of what we were paying. We asked Isabel when we were waiting for the car to be cleaned, and she also didn’t see any amount in the documents I showed her and said I would probably be getting more documents. I never did. At this point, we had been in the store for 5 hours with a 4-year-old, we were tired and ready to go. One week later, my father saw the amount charged on both of his cards: $700 on one, $2,053 on the other. I called, obviously thinking this was an error due to the issue we were having with the first card. Kelvin didn’t return my call. When we went back to the store, he first said he had refunded the $700. Then he changed and said the amount charged was correct. When he finally printed out the contract and wrote down a “breakdown” of the charges, it had an acquisition fee of $695 and a title fee of $434, charges that were never disclosed or discussed. I would definitely remember those amounts, and no deal would have been closed under those conditions. If we had known about them, we would have just continued with Honda and the deal they made instead of looking for a better deal at Subaru. Kelvin also demonstrated a lack of customer service skills. When I returned to discuss the breakdown, which still didn’t make sense, he said he was having a busy day and didn’t have much time. As a client seeking assistance on an issue, this is not an appropriate way to be treated. He did provide me with his personal phone number, but I prefer to handle matters through proper business channels. At the end, Kelvin said it took us one week to notice the charges and that the contract would not change and we had already signed it - pretty clear what he meant. The breakdown he wrote makes no sense and differs from what’s on the contract. This was all just so misleading, shady, and in bad faith. After we are finished with this lease, we are done with Subaru.

Subaru of North Miami responded

Ana, Thank you for taking the time to provide such a detailed follow-up. I want to assure you that your feedback is taken very seriously. It’s unfortunate to hear about the concerns you’ve raised regarding the terms discussed, the charges, and the communication throughout. It is truly important to us that every customer feels clear and confident throughout their lease experience, and I recognize from your message that this was not the case for you. I would appreciate the opportunity to speak with you directly to address your concerns and answer any remaining questions. When you have a moment, please reach out to vivianausme@lithia.com with your preferred contact information and method, I will reach out to you as soon as possible. Thank you again for your feedback. I look forward to the opportunity to connect with you. Thank you, Viviana Usme - GSM - vivianausme@lithia.com

Subaru of North Miami responded

I'm sorry to hear about your experience with the pricing discrepancy. We strive for transparency and fairness in our dealings.. Please reach out directly if you'd like to discuss this further or have any questions. Thank you, Viviana Usme - GSM - vivianausme@lithia.com

Huggins6294 responded

I am not sure what you can do. Your GM made it perfectly clear that this is how you all do business. That raising the price 39% from advertised price is standard practice.

Subaru of North Miami responded

Xavier, we're delighted to know that Miguel and Gabriel exceeded your expectations at Subaru of North Miami. Thanks for sharing your experience with us! Travel safe and come see us again whenever we can next be of service.

Subaru of North Miami responded

We're glad to know that Luis and our team at Subaru of North Miami provided you with a professional service, Daniel. We always aim for customer satisfaction! Enjoy your 2023 WRX and don't hesitate to reach out if there's anything else we can do for you.

Subaru of North Miami responded

We appreciate your kind words about our team at Subaru of North Miami, Karen. We're glad to know you found us professional and attentive! Here's to many more years of smooth driving and easy maintenance visits with us!

Subaru of North Miami responded

Ezaidenberg, it's fantastic to know that our team at Subaru of North Miami went above and beyond for you. We'll make sure Miguel, Terrence, Arshad and Ram get your special thanks! Let us know if we can assist with anything else in the future!

Subaru of North Miami responded

Jeanine, thank you for the glowing review! We're delighted to know that your experience at Subaru of North Miami was exceptional. Your kind words are greatly appreciated! See you next time!

Subaru of North Miami responded

We're thrilled to learn that Yoandry's knowledgeable approach led to a smooth car-buying experience for you at Subaru of North Miami, Rob! It's great that our team went above and beyond during your visit. Let us know if we can help with anything else in the future!

Subaru of North Miami responded

We're delighted to know you had an excellent experience at Subaru of North Miami! Thank you for acknowledging our friendly and professional service. We appreciate your feedback! Come back to see us.

EFIGUEREDO1 responded

I had a great experience at Subaro of North Miami, the staff did eveything possible to make me happy. Thank you so much.

Subaru of North Miami responded

Alexandra, we're glad to know Orlando provided you with such a positive experience at Subaru of North Miami. Thanks for your kind words and thoughtful feedback! We hope to provide you with a stellar customer service experience during your next visit!