Southern Oregon Subaru

rockyrawstern on 05/22/2014

To Whom It May Concern, Customer perception is never to be ignored and we are very disappointed that a customer would feel this way about any experience at our dealership. Often a reaction such as this stems from other feelings about a specific detail from the visit but there aren’t many specifics here for us to respond to. Please indulge me on a couple details. To clarify - federal law requires the dealer to send an “adverse action” letter any time they do not conclude a credit transaction with a customer. While the content of this required letter is often confusing and has a very general application, it is a federal form letter and our compliance is both regulated and required. We would never submit credit to a lender without the intent to meet a customer’s desired terms. We most certainly care about what the customer is going through in their purchase experience and our success in the Rogue Valley has stemmed from our attention to the customer’s experience. Our offices are newly remodeled, a fact we are glad of after nearly 20 years in the same facility, and our remodel was accomplished with the customer’s comfort foremost in mind. The process of buying a car certainly takes some time but we would never expect someone to simply sit in an office for over two hours. There is always some discomfort when dealing in a negotiable commodity, we try to facilitate a win/win scenario but are realistic in recognizing that you can’t please all the people all the time. The details of this isolated experience are not very specific or clear but we take every review and customer feedback very seriously and will address what can be addressed with the appropriate personnel. It is unfortunate that this customer insisted on sending a review anonymously as I can’t represent our perspective without knowing the source of their frustrations. My response here is anything but anonymous so please feel free to contact me directly if you have any questions or other concerns that you would like me to address directly with all the facts. Thanks for your feedback, Randy Nidalmia General Sales Manager Southern Oregon Subaru, Volvo, Mitsubishi