Subaru World of Newton

Subaru World of Newton 84 Hampton House Road Newton, NJ. 07860 November 17, 2014 Mr. Rodriguez and Mr. Sawyer, George (General Manager) I made attempts to contact both of you on five occasions. I left Mr. Rodriguez three voice messages this week that went unanswered. I can only guess these got lost from the delete key. I am appalled! You say that your customer come first. I left two messages for Mr. Sawyer that also went unanswered. It was not until today, October 31, 2014, that I told your receptionist that I need to speak with one of you. Then I finally got Mr. Sawyer. I informed you Mr. Sawyer, that you deliver a message to Mr. Rodriguez. I expected a call back no later than 12 PM today. Again I guess that message was deleted also. I informed you that I will take the next step. This step is, contacting the NJ Department of Affairs, the NJ Better Business Bureau, Federal Trade Commission Bureau of Consumer Protection, and Subaru Corporate Headquarters. Since you feel that the customer is only important at the TIME of the sale, and not AFTER, I am disgusted and appalled at your handling of problems. Being a military vetersn of ten years of active duty, I feel like I was taken advantage of. I was an aircraft mechanic of ten years, and I know how to work on a car. I was responsible for multi-million dollar aircraft. If I did not maintain them I could have killed a person. It appears to me that your dealersip only deals with making a buck and covering up MISTAKES! First. I found the car on NJ.com, and then I found it on your dealer website. In both places it stated that the mileage was 43500. Upon getting pictures from you, the dealership, it said 49500 miles. WOW a 4000 mile difference. Guess the workers there had a good time JOY RIDING! Well I over looked that as you have a disclaimer on your site. When I brought that to your attention, it was like, “SO??” Then you embarrassed me by saying 500 dollars for a trade on my 2003 VW. That was a SLAP in my face. I said NO I want 1500. Then you said the best you could do is 800. Again, SLAP!!!!!!!!!!! I get the car home and started to clean it the way I like a car cleaned and I discovered that the car had been painted in different areas. The roof is full of pit marks in the clear coat and two areas of rust on the roof. I discovered that the hood was painted, the rear bumper painted and damage to the rear bumper that was attempted to be repaired. I brought the car to your show room on October 20, 2014 and met with Mr. Foley and Pat. Pat took my information and the key. Well as I was outside I noticed the car was just sitting in the garage. Never on a lift, no mechanic around it, was it there collecting dust? Well Pat comes out to explain that the brake pads and rotors are within specification. He shows me a plastic tool that was colored green, yellow red orange. This is Subaru’s Wear Gauge for brakes. Well I know that I use a caliper to get an exact reading. I was floored by Pat's explanation. Well Mr. Foley was too busy trying to tape a box to go out FedEx. No approval needed! Pat told me that they would “Resurface” the brakes. Well in my day and present day, any GOOD mechanic mind, you NEVER resurface the brakes. You always change pads and rotors all new! Resurfacing can thin the rotors and any imperfection in the metal can cause cracks and lead to a failure of the disk or pads. Having lived in Germany for three years and understanding how they take care of the cars, I have never had rotors resurfaced in 35 years. Always new, every time. This is what I expected to hear. Just shows how lazy Mr. Foley is with his mechanics! I left your showroom and proceeded to a body shop. Not the shop that you took my car to called “Hampton Body Works” they are located a short distance down the road from you. No, I took it to an undisclosed shop I know and asked for a professional opinion. They confirmed to me that the car had been painted and confirmed the rust on and in the roof. He also pointed out the debris that was painted into the hood of my car. He said that the paint job was a “Crappy” job! Well I tried to call, Mr. Rodriguez on October 24, No answer. I called again on Monday October 27, October 29, October 30 and left detailed messages that got deleted because you did not want to talk to me. I left a message for Mr. Sawyer on October 29 and 30th asking to have my paper work mailed to me, and so I can discuss the issues with my car I called the receptionist on the 30th and asked to have it mailed to me and was told that it had to be approved. I then finally spoke with Mr. Sawyer after a 2 min hold, and he talked like I was a ghost. Then he had to go back in the memory to remember. I informed him of the calls all week and told him to deliver a message to Mr. Rodriguez, Call me about the damages to my car. I expected a call no later than 12PM October 31, 2014. On Saturday November 8, 2014 I went to your dealership. I spoke with you George, and I asked for answers to my concerns. You told me that you would address these concerns on Monday November 10, 2014. I told you that I would like answers by close of business November 14, 2014. You told me that you would have an answer that Monday. Before I went to your dealership, I went by the body shop that does work for you. Hampton Body works. I asked them about work that was done on my car, and the manager there said, “I do not want to get involved.” To me it sounds like a cover up. This is very disconcerting. Well since I never received a call back, or any kind of acknowledgment, I am forced to take the next step. I informed you during or talk that if I did not get an answer, I would take the next step. Below you will see who this letter will be sent to via USPS mail. I am going to get information as to what the NJ Lemon law is and the guidelines. I feel that this car is a possible flood victim. I know that the car was painted as there is a lot of evidence of this. I know that there was unreported damage which is evident. I feel I was taken by you, your dealership, sales person, and sales manager. I have given you ample time to respond. Since you refuse to respond to me, I am notifying the parties as I indicated. Mr. Rodriguez. I am beyond words on how you can say that you have these specialties. Specialties: High Line Automotive Management Finance and Insurance Management Automotive Service Management New and Used Car Sales Lemon Law Arbitration Warranty Compliance and Administration Human Resource Management What gets me is the automotive service management. Mr. Sawyer, I really thought you were a good sales man. Kind of like going out on the edge a ROCK for your customer. I guess that is just a picture that is photo shopped! George, I got the cold shoulder from you. From someone that is the General manager, you should know something about car mechanics. I am surprised that Subaru training does not include this as a requirement to be a manager. We will see what the Government comes back with and my claims. Sincerely, Edward As of today 5-6-15 I need new brakes! Thanks to NON MECHANICS!!!!!!!!!!!!!!!