ComplaintsforSubaru of Daytona

• Initial Complaint

  04/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 27th 2022 I placed a custom order for a Subaru Ascent with Griffin. On March 24th I was contacted by Katie ***** with the VIN number for my car order. On Saturday April 9th Katie contracted me informing me that my car had been delivered. I was worried about when I could get in there to work up the deal and financing due to my work schedule and I didn't want someone to sell my ordered car to someone else. I waited over a month for it to get here. She assured me that the car was ordered specifically for me so they could not sell it to anyone else until I flat out turned it down. I went into the dealership on Sunday April 10 because it was my day off from work and Upon agreeing on a price and trade in deal I agreed for them to run my credit. After running my credit they informed me that because it's a Sunday the banks are closed and they would not have my accurate interest rate until Monday. The Finance manager kept insisting that I sign the papers for a 10% interest rate and if the banks came back with something better then I would come in and re-sign for the new interest rate. I was unsure about this because if he chose to not call me back I would be stuck with the 10%. I informed him that I was uncomfortable with that and would prefer to wait until we heard back from the banks on Monday. He said ok and that he would let me know on Monday so I could come back in and sign for my car. At 6:08 pm on Sunday April 10th ( they closed at 5pm) Katie texted me "Unfortunately we cannot proceed with your deal." I responded "So are you telling me that you all are not going to look at getting me the 6.9% tomorrow?" Which was agreed upon me leaving for the day. She never responded to me, sold my car to someone else and my credit was hit with 7 hard inquiries.

  Business response

  05/06/2022

  Business Response /* (1000, 5, 2022/04/18) */ On April 10th, the customer came in to buy the car she ordered. The customer tried to obtain financing through our dealership process but the customer did not like the interest the bank offered her. She refused to take delivery of the vehicle with the current approved rate through the bank and wanted us to try and get a better rate the next day. Unfortunately, we had to make the tough decision to not move forward with the transaction because after the customer left the dealership on Sunday April 10, it was found out that the customer used an offensive term to describe one of our female employees to another salesperson involved in the deal. After learning that we decided not to further continue with the transaction and felt that it was the correct decision for both parties.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  RE: Service Issues with my 2020 Subaru Outback. 12.08.21 In August of 2021 I started experiencing what I believed to be transmission problems with my 2020 Subaru Outback. The care would make a screeching noise and a clunk when put into gear.It would also vibrate when turning from a stop. At the time the car had about 45K miles on it and was still under the 70K powertrain warranty. I brought it to the Subaru dealership in Daytona, Fl., where I purchased it, and dropped it off. I was told it was a problem with the differential and left it there. I was called and informed that the problem was a result in me replacing a tire around 20k miles prior and so the tread depth was different. They stated they would only fix the differential if I purchased all new tires. Although I thought this sounded odd, I did it at a cost of over $600. Two week later I was called and told the vehicle was fixed. I went and picked up the vehicle and reported to them that although it was better, both problems still existed. They said to driver it for a while and let them know. In September, I contacted them to notify them that it was still having the same issues and in fact was as bad as it was when I dropped it off in August. They needed to get a loaner which took some time, but after several weeks they asked me to bring it in. The first week in November I dropped it off again. Two weeks later they said it was ready and asked me to come get it. I test drove it and there was no improvement, so I left it. Two weeks after that I was called and asked to pick it up and it was told it was fixed. This time I test drove it with the repair manager. The car was ever so slightly better but still had a notable screech and the vibration when turning. The gentleman documented this in the system and said he would have to call corporate as he did not know what was wrong with the car or how to fix it. The service manager never did call me back so after one week I called again and spoke to Coreena who s

  Business response

  01/26/2022

  Business Response /* (1000, 5, 2021/12/10) */ Our initial repair involved changing the center differential unit. As with every all-wheel drive vehicle, tire size is of critical importance. Subaru specifies no more that 2/32" difference in tread depth between tires. That allows all tires to turn at the same rpm. If one tire is more worn than the others, it spins faster and the clutches in the center differential slip to compensate. This slippage, over time, accelerates wear and results in a premature failure of the differential unit. The new tires were necessary, pursuant to Subaru specifications, to prevent a recurrence. The current issue can be reproduced by engaging in aggressive turns and acceleration. Not having a definitive answer for this, we contacted Subaru Engineering and provided them all the information on the issue. Subaru Engineering suspects the replacement center differential unit may have an internal fault and recommended replacement. We ordered a replacement unit, and it has finally arrived. The customer requested the use of a loaner vehicle while repairs take place, but loaner vehicles (we have two) are on loan. If a loaner vehicle was not required, this job would be done. Nevertheless, as soon as a loaner becomes available, it will be reserved, and repairs will commence. We recognize customer expectations are high because we are the ones who have raised the bar over the years with large fleets of loaners, overnight parts delivery and quick cycle times for repairs. Regrettably, those days are gone for the foreseeable future. Microchip shortages have crippled new vehicle production and virtually eliminated loaner and rental fleets nationwide. Our supply chain is a shell of what it was a few years ago and we now measure cycle times for repairs in weeks and months as opposed to days. Things will improve, but expectations must be adjusted proportionally. This job will be finished and finished correctly, but circumstances outside of our control have caused this one to drag on. Consumer Response /* (3000, 7, 2021/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The tires were replaced and that did not fix the issue. The car makes the noise when putting into drive, and at times in reverse. This is not aggressive. The car's transmission (presumably) shutters when accelerating from a stop at normal acceleration or when turning into traffic with normal acceleration. No aggressive acceleration is required. The car went back for the 4th time for repair and I was called yesterday and told again that they do not know what is causing the problem and are not sure what to do. This makes 9 week it has been in service over a period of 4 months. I was also called Last week by corporate and was told I would get a call Monday which I did not receive. I called corporate Monday a nd was supposed to get a call back Tuesday. No call came. Unacceptable.

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