Anonymous
map-marker Walnut Creek, California

Terrible customer service and failure to deliver owed item.

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This is the worst car dealership I've ever been to. I'm in my 40s, I know the annoying aspects of buying a car, but customer service does not exist here.

First we left the used lot to go to the new car lot where financing was. We sat for over 2 hrs without anyone speaking to us. I had to hunt down the salesman, he said 15 min, it was an hour. We had driven 5 hours, never had a chance to eat because no one could be human enough to say, he guys you've been here for hours, you must be hungry.

You still have a while, go get some food and we'll call you when it's about time. We weren't even offered water during that time. My dads 70 and only months out of cancer treatment. No respect for the elderly either.

The finance manager called him brotha...excuse me? I bought a used plugin hybrid. I pointed out that it was missing the charging cable. The sales manager took me to his computer so that I could give my go ahead on a replacement/used factory cable.

We finally left with an empty tank of gas, like i just spent $30k and you cant fill up an 11gal tank? After being ignored for 10 days, by two sales managers, no one would call me back to tell me where the cable was. Today, day 11, I get to the GM. Hours and hours later he calls me back to explain, the cable never got ordered...but one has been ordered now, and it's coming straight to my home.

He emails me a confirmation of a knock off charging cable made in China off Amazon. I paid asking price for the car, I bought a warranty...and then on the 11th day of being totally *** around...the GM thinks the solution is to not provide me a used factory cable as agreed? To top of it, the Chinese crap draws 16a...my breaker is 15a.The factory cable is 15a, I verified this before buying the car.

Who does one turn to in this situation. No one seems concerned with doing the right thing...I seriously can't believe after alllll this *** the GM ordered a Chinese charging cable....unreal.

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Cons:
  • Management group of incompetence

Preferred solution: Deliver product or service ordered

User's recommendation: Stay away

Alexander C Vom
map-marker Central Contra Costa, California

Worst service department ever

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Besides the frustration and aggravation of certain staff attitude, incompetence, false promises, and nearly impossible to get a hold of someone on the phone in the service department that can help, the current situation is as follows: Purchased SUV 3-24-19. Picked up vehicle on 3-27 or 28. After 1-2,000 miles air conditioner (AC) started blowing hot air when set to 70 degrees. Took SUV to dealership 5-11 to inspect AC and a loose window trim. After 6 hours, service agent called to say loose trim was fixed, but found no issue with AC. Came back to pickup SUV and found trim was not fixed and still loose. service agent said come back 5-18 to get it fixed and will order a new trim just in case there is a physical issue with the trim. I told service agent AC needs to be inspected again on 5-18 more thoroughly. I told service agent I haven’t had a single issue with my 6 year old Honda Accord AC. service agent said “well this isn’t a Honda.” 5-18 left SUV with dealership. After 8 hours, still no call from dealership. I came in around 4pm to get an update. service agent said they are still working on the SUV trim, but found the AC was blowing 104 degrees when set to 70 degrees. service agent came back and said they need to order a new trim because they cracked the original when they were inspecting it and on 5-11 ordered the wrong trim to replace it. service agent said come back on 5-31. 5-19 i contacted subaru.com customer service about the trim issue. they were dismissive and said to try another retailer or continue working with the same one. the nearest alternative retailer is about 45min-1hr away due to traffic. this would be extremely inconvenient for my family. called dealership parts department between 5-19 and 31 to confirm if the correct trim came in this time. they confirmed yes. Dropped off SUV 5-31. got a rental sedan from dealership that is significantly smaller than SUV. a few hours later got a call from service agent that engineer could not figure out issue with AC and will need more time to investigate until 6-5. service agent also said the wrong trim came in again and would need to reorder. rental sedan had a lagging and malfunctioning touch screen that controls radio, GPS, and other features. screen also froze for half the day on 6-1. On 6-3 and 6-4 we left a voicemail for service agent to call us back with an update on our SUV. 6-5 got a call back from service agent and said they think issue with AC was low refrigerant liquid. This makes no sense because the vehicle is new and only has 3,000 miles on it. They said AC is working good now after they flushed and added refrigerant. service agent also said the wrong trim came in again (voice mail from service agent said parts department gets confused between their left and right side) and they broke another piece on the SUV, something made of chrome and would need to order that too. Service agent promised to call with an update 6-6 in the morning. 6-6 got no call and so i called 5pm to get an update. spoke with a manger and he said he doesn't know what's happening with the SUV and will update me on 6-7 after they inspect the AC more and complete trim installation. throughout the process i have gotten no apologies for the lack and incompetent service my family has received. we are still waiting to get our SUV back.
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Cons:
  • Customer service
  • Service department
Reason of review:
Damaged or defective

Preferred solution: Deliver product or service ordered

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