ComplaintsforNorm Reeves Subaru Superstore Rockwall

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  recently had my short block replaced and in the process there was multiple damages and they said they would not be responsible. My headunit was fried ,fuel pump module fried,lights flicker bumper was damaged i they said my car came in with a tgv code but i have a scanner in my car all the time,i would check every now and then and i had never seen a pending code or anything of that source. I said it's fine and will see what we can do and then I was told the battery was connected backwards and they tried to start it. They tried to change my ecu. My car had no problems besides rod knock. I hand wash my car all the time bumpers were damaged by subaru .My hazards where not plugged back in my skid plate was thrown in the trunk missing bolts but i said it was all fine all i wanted was my head unit replaced there's NO aftermarket wiring its made for the car so its a plug and play so it was not a wiring issue i plugged the other head unit i have without changing anything and it worked so them plugging the battery backwards fried the head unit my dash flickers i'm having codes pop up my fog lights flicker and all i asked was for my head unit i was told said no that they could not do anything. also my remote start stopped working and all i am having are electrical problemsi told the i havent had the car long enough to see all the things that happened to it. After a few miles when can drive the car norlmally i would feel it bog down i could put my finger on it but i knew something was wrong i have witness who saw my car before in went into the shop im also sponsored by ********* and WICKEDLYBOOSTED so my car need to be at car shows. and i been having a hard time getting them, to fix there mistake can you please help

  Business response

  08/03/2023

  Hello,

  My Name is ******************************* I am the Service Director at Norm Reeves Subaru in Rockwall and My GM *************************** ask Me to follow up on this matter. 

  I have attached two files the first one is an entire vehicle history from CarFax and the second one is our history.

  The last service visit in our dealership was back in February 2022 in where his extended warranty approved to replace his engine since it was damage. 

  Since the extended warranty was paying for the repairs, they requested for customers engine to be taken out of the vehicle for visual inspection. This vehicle stayed in our shop in one of our lifts the entire time. Most of the time the vehicle was up in the air. 

  The customers vehicle did have some non-Subaru accessories and performance parts added to the vehicle.

  The customer did have a conversation with our GM *****, and both agreed to set up a time to bring the vehicle back for FREE diagnosis, but the customer missed his appointment and since then we have tried many times to reach out with out any luck.

  Any Questions or Concerns don't hesitate to let me know. 

   

  *******************************

  **** Reeves Subaru 

  Customer response

  08/03/2023

  I am rejecting this response because: when **** said to go up there for my flickering lights and that was it .. so I said no yall broke a lot more things yall didnt even put parts back on skid plate hazards where not plugged back in my fog light is dimmed yall blew my fuel pump module which was why yall took weeks to give me my car back when the replacement was paid by warranty and if the was on lift for almost 2 months I wonder how much business yall have ???? if I had a car on the lift that long I would stop being a mechanic also the top of my front bumper was damaged when possible taking the engine out with the hoist and a chain or maybe putting the engine back in it doesnt require a brain to see thats what caused the damage also I was told my battery was plugged in backwards and I pretty sure it happened because I had the battery poles on the oposite side but it does the job been doing the job for over a year. sensors have had voltage codes tps high voltage low voltage because they were fried with the batter being placed wrong . I fixed other issues like whose and tgvs I know that was my car and Im not gonna blame yall for something that I know its meant to but not when negligence work is done. I asked for all my parts back yall never gave my everything back also my act throw out bearing had less 8k miles and **** threw it away but silicone on my harness and coil packs , yall said, all we would look at are going to be my flickering lights called me a liar about my radio not working its a plug and play radio not cutting in the wires and if mud flaps and a shifter you call accessories those are cosmetic things.. I was also a mechanic for about 2 years and the only reason yall put the engine on was because of the insurance paying for it 

• Initial Complaint

  12/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased a car here on June 24th 2021. They person who signed the paperwork with us told us about optional package add ons that would only add like $20 a month (which is about $1,000 extra) and they would also add on free oil changes etc. So, we agreed. We trusted her as she read the forms to us we were signing (the computer was faced away from us so we could not see the forms and we looked at the paperwork after the fact and see that the "free oil changes" were not free at all and the total add on fees was over $5,000 extra! Which would be about $100 extra a month! Since October, we had been trying to get all of the extra packages taken off that we had added on during the purchase process and they have given us the run around. Specifically, Zaqurious Armstrong who said first it would take about 6 months for the payment to reflect the cancelation and hung up. When I called back and told him I know that isn't how it works because I myself am a sales consultant at a dealership, he said oh no, that isn't right. Idk who would've told you that? (Not knowing I knew it was him I suppose) he asked if I could come into the store to sign the cancelation documents and I told him no, because we lived 1.5 hours away, so he sent the documents over for me to sign to confirm the cancelation, which I signed and sent back immediately. He confirmed receipt and said the payment should reflect within 30-60 days and he was going to send everything to the lender. Fast forward 45 days later and I called the lender to check on this process and they inform me that they have not received any of these documents, a refund check or anything at all.

  Business response

  02/21/2022

  Business Response /* (1000, 5, 2022/01/14) */ Contact Name and Title: Suzette D********** BAdmi Contact Phone: XXXXXXXXXX Contact Email: suzette.d**********@normreeves.com I returned the customer's call on 01/03/2022. I resent her new cancellation requests with the cancel date of 10/01/2021 to have signed and sent back to me. She signed and returned them to me on 01/03/2022. All four cancellation requests were emailed to the warranty company to be cancelled on 01.04.22. Please see the attached copies of 2 of the 4 warranty cancellation refunds that were issued by the warranty company directly to the lender. The 2 remaining cancellations for the Gap and Maintenance cancellations are expected to be processed on the next warranty cancellation statement dated 02/05/2022, then the checks will be issued to the lender by our accounting department. I have emailed the copies of the 2 cancellation refunds to Mrs. ****** ****************** and will do the same with the 2 remaining cancellation refunds once they process next month. Again, I would like to apologize to Mrs. ****** ****************** for her requests not being taken care of when she originally contacted our Finance department.

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