ComplaintsforCapital Subaru

• Initial Complaint

  23/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On Dec. 14, 2020 I had repairs done due to key sticking in ignition. Total was $631.59.Car out of 5 year warranty. Dec. 2021 receive warranty enhancement letter this is now covered and if I had paid previously for such repairs I may be eligible for reimbursement. After many emails and conversations I get cheque for$382.99 dated Feb 21/22. The difference in original invoice of $248.60. At no point in any conversation was it mentioned I would not get full amount. Contacted main Subaru office at 1-647-417-9016 (*****) who said they put some extra part on during repair that is not covered by the warranty enhancement. I paid for the repair of the problem so why the difference. The service bulletin is sb.03.01.18r which had full outline of the problem in Dec./21 was on the internet but now is no where to be found there. I asked ***** about an appeal board and she said she would check but after many calls to her as well ... no reply ... surprise .. surprise! I am looking for your help with this if possible. I have all supporting documents but am not computer savvy with uploading it. If you need them, I will get help doing so. They are quite aware of my complaint and have the invoice # 126271 there. If you need anything further please advise. Thank you in advance for your help with this. Sincerely* ***** *****

  Business response

  25/04/2022

  Good day ,

   

  Thank you for allowing us to respond to this complaint . 

  After reviewing the work order we have determined that we actually reimbursed ***** ***** a little more than she paid for the particular warranty bulletin in question

  Repair order # 126271 ***** ***** paid 

  1.5 Hours @ 144.95 = $ 217.42 + 90.30 plate guide assembly + .96 Clamp + 1.17 Clamp =309.85 plus tax totaling $ 356.32 we actually refunded ***** ***** $ 383.00 

   

  The difference comes from a shifter cable, connecter and nut that she needed that was not part the enhanced warranty 

  One hour to install the cable 

  1.0 Hr @ $ 144.95 + 98.35 cable + 44.53 connector + 11.02 push nut clamp + 1.52 nut = $ 300.37 plus tax totaling $ 345.42

   

  So on her original repair we provided here with a 10 % discount on the entire job . A discount that we never took in to account when we refunded her money hence that fact that we paid here back more than she paid for the bulletin repair 

   

  I am unsure what else to do , if you add up the repair at the prices I gave you it totals $ 701.73 tax incl  we gave a discount down to $ 631.59 tax incl 

   

  The other parts she needed are not part of the bulletin the vehicle is a 2013 with 117699 kms at time of repair 

   

  Please advise

   

  Thanks

   

  ****

   

  Business response

  27/04/2022

  Good day ,

  In response to your rejection the warranty on the shifter cable and bushing is 36 month or 60,000 Kms from date of purchase and if your vehicle was still under the  36 month or 60,000 Kms warranty then yes it would be covered. 

   

  Does the shifter cable and bushing always have to be replaced ? The answer is it depends on whether or not the part is failing of has failed which depends on corrosion , year of vehicle, milage etc The issue is Subaru Canada has not made these parts part of the bulletin in question  and that I have no input or control over.

   

  Was the shifter a money grab - I certainly hope not , I do not ever want to see a customer recommended a part that they did not need period . This is something I take very seriously and is non - negotiable 

   

  I have a question to ask of you lets say we only did the parts that the bulletin covered and you got your car back and because (we are the professionals and should know better and have highly trained and educated Subaru technicians )we never recommended the cable and bushing  and  the car started acting up, would not call back and say the we failed to remedy the breakdown ? It for these reasons that we want the car completely fixed as it related to the complaint . Just imagine I gave you back a car half fixed you probably would not be overly happy 

   

  Thanks

   

  ****

   

   

  Customer response

  28/04/2022

  Better Business Bureau:
  
  I guess I agree to disagree with this whole matter ... looks like I am trying to fight a losing battle.  Thank-you!  ***** *****

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