Robert Alvine | Page 17

dpagini responded

I would like to take a chance to add some new details to my review, and address a few of Premier's statements in their response. First, after the submission of my original review, I contacted Subaru of America to file a complaint. Subaru was extremely helpful, and asked us to bring the car to another Subaru dealership for additional diagnosis. The other dealership told us there was no metal in the tire, and the tire was leaking because of a failed patch, in the center of the tread. In addition, I found two other pieces of relevant information through my dealings with Subaru of America. The first was that Premier sold us our Forester with an outstanding recall on the brake lines. The recall was issued in July, and we purchased the car in October. I can't imagine a lot of customers would be excited to hear that cars are being sold off the lot with outstanding recalls, because I know we certainly were not. I was also able to obtain a copy of my car's initial inspection completed by Premier on 6/26/2014 which indicated that the TPMS light was in fact on as far back as June. This means the TPMS light was active on 6/26, 10/2, 10/3 and 10/4, yet we were told there was no problem with the tires. Outside of extreme coincidence, I find this explanation offered by Premier to be completely unfounded. To address a few statements in Premier's reply... Premier states that Subaru of America provided us with no adjustment or goodwill. This is a false statement. Subaru of America was a pleasure to deal with and apologized for the poor experience we had at Premier. They had the tire patched correctly for us, and offered us additional compensation for our troubles which was far above and beyond anything we were looking for. The Subaru brand was, and continues to be, a brand we trust and will turn to in the future. It's just a shame this dealership can operate the way they do under such a stand up brand. If we are guilty of anything in this ordeal, it is absolutely that we waited too long to bring the car/tire back to Premier. I will completely own up to that. I do not, however, think that had we brought the car in after just a few days, would our situation have been any different. I even confirmed that exact presumption with Tom Backes over the phone on 12/3 or 12/4 when we discussed this exact matter. The time between bringing the car back to Subaru does not change the facts of the surrounding issue, and I even suggested that Premier use the car's on-board computer to confirm the multiple occurrences of the TPMS light within days of our purchase. I continue to fail to see how declination of a road hazard and tire protection plan is relevant in this matter. I agree with you, had I purchased the additional insurance, this would be less of an issue. That does not change the fact that we believe, and feel we have evidence to the fact, that there was a problem with the tires before the vehicle was sold to us, and was knowingly covered up. What else is the explanation for telling us on 12/2 that there was a nail in the tire, when, days later, another discovered no nail and a failed patch? Why would Premier not tell us there was a faulty patch? Were you trying to sell us $700 in tires? I understand that you may have a policy not to patch tires with holes close to the sidewall, but why did the service center claim a nail was the problem when in fact, it was a bad patch? I would love to hear the answer to that. You also accuse me of having a habit of poor reviews; that is an interesting tactic, to attack the customer. I have, in fact, had another poor experience with a dealership, which is what brought me to Premier in the first place. Does that exonerate Premier in this matter? Not in my opinion. Is that why you told me there was a nail in my tire? That accusation only serves to confirm my scorn.

Premier Subaru responded

Mr. Pagini/ As you know, we have communicated regarding this matter, and, made arrangements to assist you. With our computerized TPMS system, we identified the tire that had the issue – that identification is noted - it is all mapped to the tire.. It is done so that we can see if there is a duplicative problem with the same tire. The most recent tire causing the TPMS light to illuminate is not related to the first tire that evidenced the illumination. The previous TPMS light was illuminated due to tire pressure in the left rear tire on 10-03-2014. On 12-02-2014, and approximately 2,000 miles later, the car was examined by our certified technician and it was identified that there was a piece of metal in the left front tire and that tire would need replacement. Since the Subaru vehicles require a certain circumference and under for all four tires, our Fixed Operations Manager managed to procure the special services of a tire company to take a new tire and “shave it” to meet the circumference of the existing three tires – so that you wouldn’t need to acquire all four tires. They agreed to do that, including the mounting and balancing, at cost . Tom and I spoke and he further offered you a $75 service credit. I am sorry for your issues, but, Premier Subaru cannot be held responsible for tire damage. When you picked your car up, you were offered products that would have covered road hazards, of which your tire sustained. Through your execution of a document – that product was declined. We do that since tires (and their failures due to road hazards), are not covered under any warranty - including the State of Connecticut used car warranty. Tires are the one part of a brand new car that are not covered – with the exception of a manufacture defect – and that comes from the tire manufacturer – not the car company nor dealer. Our service department, at no cost to you, examined the situation and even facilitated an accommodation to have a new tire – shaved to the correct circumference, installed on the vehicle. After the $75 service credit, your net charge would have been $175+tax. We care very much about our customers and our business. You will see, as you noted from your use of online reviews, that our reviews are very strong. We are AAA Approved and BBB A+ Rated. Our customer feedback is strong and in no way have we ever performed a service in exchange for a good review – something that you have proposed in writing. We don’t operate that way. We provide customers with an outstanding value on a car – which is why you came from Meriden to purchase it. We service them and back them. As you noted, our staff has been professional and we maintain the highest level of professionalism. You had an unfortunate incident – your tire was impacted by a road hazard. Of which there are products that protect you – that were not selected at the time of sale.

Premier Subaru responded

Mr. Pagini/ Our response is the same since the facts are the same. Your emails to us contained language that absolutely indicated that if we didn't repair the tire at no charge that you would post reviews. We have complete information in our service records regarding this matter and were able to share it at the time of the most recent service. During the sales process, we offer a full tire and wheel package that protects clients against this type of road hazard. We have offered this package based on the sheer numbers of clients that we have had in all of our stores that have impacted a tire road hazard. That package was declined. While I am sorry you don't have confidence in our integrity, our staff has been here for many years. We are AAA Approved, BBB A+ rated and one of the highest rated Subaru dealerships in America. We continue to err on the side of the customer, which, is why we were able to make arrangements for "tire shaving" on a new tire vs. the installation of all 4 tires due to circumference changes, as well as offer you a $75 service credit towards the same. We provided to you an excellent vehicle with the full 30,000 mile service completed at the time of delivery. As we have mentioned to you, we do that preventative service so that our clients don't have to face that recommended service during their 1st oil change. It is done for client satisfaction. In the event that we had a tire issue, it certainly would have been handled. This is an unfortunate situation - your tire sustained a road hazard. The tire requires replacement and we provided you with an accommodation to do that with.

Premier Subaru responded

As you have called Subaru of America, we have provided same to them and everything else they asked for. Honestly, you are calling our integrity into question. You came back to our service department nearly 2 months and 2,000 miles after delivery for this tire problem. This tire was identified with a piece of metal in the tire. We offered you a reasonable solution. At the time of the safety inspection, there was no outstanding recalls on the vehicle - also sent to Subaru. We will also provide to them the document signed at delivery declining all offered products, including the road hazard tire protection plan which would have solved this and, any other future problems.

Premier Subaru responded

Mr. Pagini/ We do disagree. The vehicle was purchased on 10/04/2014 @32,052 miles. The vehicle was brought into our service department on 12/02/2014 @34,156 miles. The left front tire was found with a road hazard (piece of metal in it). If we assume that this was the cause of the TPMS light on 10-03-2014, there would be no way that this car could have been driven 2,000 miles absent of any other lights or requirements of continued air on a regular basis. While you say you "eventually" brought the car back to us - 2,000 miles later and 2 months - is a significant amount of time for a tire with an air leak and impact from metal. We have treated you respectfully and proper. We even provided to you a discounted price - and service credit - for the replacement of the tire. You indicated that you would use the public forum if you didn't get what you wanted and we expected this. We stand by our diagnosis and are sorry that you feel this way.

Premier Subaru responded

"The light went off for a few days, and then came back on. This exercise was repeated a few times just so we could safely drive the vehicle, but at this time we knew there was something wrong." The words from your email are vastly different then air in the tires every since week. The nail in the tire is very close to the sidewall causing this problem. We have presented our documentation to Subaru of America, including the repair order identifying the left rear tire as the tire with the pressure indicator on 10/03/2014.

Premier Subaru responded

Disingenuous? Scummy? - Mr. Pagini/We have had a difference of opinion about this situation, but, have been respectful. We will communicate through Subaru of America and will post our responses publically accordingly.

dpagini responded

That's great that you responded, but this is the exact same response you have already emailed me, and that I responded to already. First, I am insulted you are accusing me of making any threats. I was giving you the chance to respond to my issues before I took actions which are part of my rights as a consumer. I have asked you MULTIPLE TIMES for any type of information that can prove to be more than YOUR WORD vs mine that the problem was "a different tire." I have yet to see any service records that back your arguments, and frankly, it has become concerning to me that I need to ask this many times for any type of documentation. I'm not even sure I want you to provide me any records at this time, as the amount of time that has passed since I have first asked can only lead me to believe these documents either do not exist, or do not support your "argument." To me, this situation REEKS of a dealer who can hide behind the safety of 4 tires, that are not warrantied, and taking advantage of a consumer who thought the dealership might be telling the truth.

dpagini responded

Yet again I have asked for any service records that indicate the original problem was with the back left tire, and have not received any supporting materials. I have learned from Subaru of America that upon their inquiry today for those documents, nothing was able to be produced. What am I supposed to believe here... that the service document does exist and is just not being sent to me? or sent to SoA when they asked for it? I have also found out that there is an open recall on our vehicle, and there was one from the day we bought the car. I am disgusted to continue hearing this new information and what a dishonest dealership you are, and have no remorse for publishing my reviews, which I have felt are 100% accurate since day 1. Good day.

dpagini responded

I'm not sure what you are hoping to accomplish with these messages. It is clear we are not going to see eye to eye on this issue. You can continue to recite your ratings and warranty BS at me, and it will not change my opinion or stance on this issue. Once again you have ignored my request for any service documents, which by now has reached double digits, and is just comical at this point.

dpagini responded

"there would be no way that this car could have been driven 2,000 miles absent of any other lights or requirements of continued air on a regular basis" I told you the light has come on every week since the day we bought it, and I have had to add air every week since the day we bought the car. I even suggested that if possible, the onboard computer be checked for occureneces of the light switching on to back my claims. That suggestions was ignored, just like my continual requests for a service record that indicates the original problem was with a different tire.

dpagini responded

I'm curious which part of my original email was "vastly different"? We only had the car for 8 weeks, so if I filled the car every week, that is 8 times. Why are you arguing this? You want to argue the difference between the light coming on 4 times vs 8 or something? WHY WILL YOU NOT SEND *ME* A REPAIR ORDER? Why are there not two repair orders? One for 10/4, and one for 10/5? We also do not have a CPO checklist, something you informed SoA that you gave to us. You know, I dont really care about any of this anymore. You are a scummy dealership and apparently very argumentative. What are you getting out of this conversation right now? If you wish to continue to address my concerns, I suggest you call me, (203) 804-7197. I am very willing to speak with you further.

dpagini responded

I'm not sure where I have ever suggested you are disrespectful. You are quickly becoming a nuisance to me through this tool, however. I stand by all of my words, as I feel I cannot trust a dealership who a) blames the customer, b) side steps customer inquiries, c) suggests the customer is wrong b/c of documentation the dealer has, yet fails to share with the customer a single sheet of paper to back those words, d) sells a car with an outstanding recall on it, and frankly, other factors. I do not wish to do business with your dealership any longer because I feel you are disingenuous and scummy. If I haven't made any of those points clear in my previous communications, I suggest giving me a call to discuss further.

Premier Subaru responded

I am so sorry that you feel negative about your experience with our company. When we spoke, I intended, with great sincerity, to try to work something out with you to satisfy your requirements. I am a straightforward individual and spoke with you in an attempt to achieve resolution, and, not be condescending. I would welcome the opportunity to speak with you again to see how we can satisfy you.. You are a customer of our organization and, enjoyed the sales process at our company. I am confident that I can get you the same level of comfort with the service department. Our goal is to help our customers. Bob Alvine

Premier Subaru responded

Dave/ The first course of action is for me to drive in your car and see the noise myself. As I mentioned to you in our phone call, I do want to see you happy.

Premier Subaru responded

Please let me know if you want to stop in with your car. Bob

Premier Subaru responded

I could meet you in Branford after 5pm one night. I will not be here this Saturday as I have to work at our other store. You are welcome to come and visit with another manager in an attempt tor us to hear the noise.

Premier Subaru responded

Will Petrillo. Thank you.

Premier Subaru responded

I have advised Will accordingly.

Premier Subaru responded

Please let us know. We would like to see it.

Premier Subaru responded

Dave/ It would be better if you could stop by when our service department is open so that we can utilize them, if needed. Would Saturday morning work?

Premier Subaru responded

Sure. Please email me on my personal email (ralvine@premiersubaru.com) to confirm.

Gspspinone responded

Me. Alvine, At this point I'm not sure what you could do to change my opinion of your organization. I sincerely felt that I was treated rudely, after having spent $18000 and directing a good friend to your dealership who purchased a 2013 Forester. You offered me a half price brake job to fix my brake squeal, a squeal that was present when I purchased the car and which Herman assured me would wear away in a day or two. It's become nothing but louder. Even at half price a dealer brake job is much pricier than at a private garage ( I priced it out ). Heck, even if you had offered me rotors and pads I would've been happy as it's a job I can do. I am willing to entertain any other offers you make, we love the car and just want to be happy driving it. Dave Ardito

Gspspinone responded

I will stop in but it will have to be a Saturday as I work until 5pm every day in New Britain. When can we do this?

Gspspinone responded

That is fine, I can come in this Saturday morning and meet with another manager. Who will I meet with?

Gspspinone responded

That is fine, I can come in this Saturday morning and meet with another manager. Who will I meet with?

Gspspinone responded

I will be there when you open and ask for Will.

Gspspinone responded

Me Alvine, My daughter woke up with a fever this AM and my wife has to work 8-4, I'll attempt to get someone to come watch her do I can get to the dealership. If I am unsuccessful I will call Will and reschedule. Dave

Gspspinone responded

I will have to bring it over one night this week, I can't find anyone to watch my daughter. What's the latest I can get it there on a weekday?

Gspspinone responded

Hello, I'm still waiting for you to get back to me with a convenient time to have the Legacy looked at. Also, you'll be interested to know the inner roof liner panel has come loose and is hanging down near the rear window. Dave

Gspspinone responded

Unfortunately I have my daughters Karate practice at 9am and then have to be in fairfield by 11am. My wife is working this weekend, perhaps the Saturday after that will work?