I bought my car from Team on July 15, 2020. Everything worked as it was suppose to for the first week or two. Then, the temperature gauge began coming on in the morning and staying on for a minute or two. Then the MPG average that displays above the radio began just randomly scrolling through numbers rather than giving a true average. Additionally, the key fob button to open the hatch door never worked.
I made an online appointment to take it in on Saturday the 8th at 9:30 to have these issues looked at. When i dropped off my car, the serviceman said that for those issues I'd have to make an appointment with Shelly, and that she wasn't going to be in until Monday, but that "we'll get it in and start looking at it." By Monday afternoon I hadn't heard anything from the dealership. I then had to call no less than five times because; I was disconnected; the transfer didn't go through; nobody in the service department would answer; they couldn't "find" Shelly, etc. She finally called me back (after I'd left my name and number with two individuals) and said that they hadn't looked at my car yet. They would hopefully have it done by Tuesday, but that's if they didn't need to take it to their "sister" store (Treasure Valley Surbaru).
Tuesday came and I again had to reach out to the service department in the afternoon because I hadn't been contacted yet. Shelly said "just don't drive until the temperature gauge turns off, " and that her guy drove it around and saw no issues with the mpg display. Additionally, the back door/hatch button wouldn't work until the car was already unlocked.
I called Tuesday on my way home (6 pm ish) and the salesman said that the service department closed at 5 and that he didn't have access to the keys. I called the service department Wednesday and explained that it would be after 6:30 pm before I could be there to pick it up, and to please have the keys available.
This morning, before ever getting in, I made sure to unlock the car and try the hatch/door with the key fob; it did nothing. Then when I got in, the temperature gauge was on. I waited until it went off and then drove. While driving, the mpg average on the dash began streaming through numbers again.
Additionally, when I bought the car, the two salesman stressed over and over to go onto Google and leave a five star review. It took me a couple days, but I eventually left one. Then, when I was finished, I saw that my salesman had gone onto Google that same night purchased my car, and made a review in his name, but using the photo they took of me standing with my car.
I updated my Google review to a one-star and reflected all of this experience. Aaron Ulrich commented on it asking that I contact him. I called him this morning and told him everything I had gone through. I explained that I was extremely disappointed with Team and wanted to return my car and dissolve all dealings with them. He explained that he couldn't do that. He said that the temperature gauge will just naturally come on and I should ignore it. When I asked how am I to tell when there's a legit temperature problem, he simply said, "all subarus temperature gauge come on first thing in the morning. And I understand your concern. If there's an issue, the gauge will just stay on." He asked me to bring it back in so that they could resolve the other issues. "That's on us for not getting it right the first time. We're newly split and still going through some growing pains." I explained that it's not right of me to give up my time and vehicle for such minor issues. And if this is what happened with minor issues, what would happen with a big issue? He assured that that wouldn't happen.
I said that there's also the issue of the Google post being unethical. I told him that a number of Team's reviews came from their own employees. He said that when they did the split a number of employees bought vehicles and he had them go online and leave reviews to build up Team's page and presence. He later argued that the reviews were authentic, to which I pointed out that he had just said that he had his employees going on and leaving reviews.
I was extremely upset. I told him that this conversation wasn't resolving the way I wanted and that I was done talking to him, and hung up.
Aaron then called me back and I sent the call to voicemail. I have the voicemail saved along with a screenshot of the post made by his employee. In the voicemail, Aaron states that he's sorry I'm not allowing him to make this right and that I'm allowing myself to be upset by this. He also went on to give me instructions on how to correct the mpg average issue. (WHY was this not taken care of when they had it???)
I also did a Carfax value report on the car based on the information from the date of purchase and they price gouged me by over $5k.
There's a reason they don't put the prices in the windshield.