| rev:text
| - From an email I'm sending to regional Subaru rep: The first stop I made during the last week in October to get pricing on a 2018 Outback was at Subaru South in Charlotte. I walked into the dealership with my spreadsheet of features/accessories and spoke with Michael Bengtsan in sales to get a price. He took my sheet and went away to speak with his manager. When he came back with a price, I then pointed to my sheet and asked him, "Are you SURE this total quote includes the full size wheel & tire, in addition to the dummy tire that comes with the car?" (I always buy a full-size so I can bring it on longer trips in case of a flat. The dummy tire does not provide me much value.) He said, "Hang on, let me confirm with my manager." We then went and came back again, confirming that the quote did indeed include the additional full-size spare. This price from Subaru South proved to be the best price between the 3 dealers I checked, so on 11/3, I went into Subaru South to order the Outback. Michael Bengtsan was on vacation, so my wife and I spoke with a manager, "John" and another salesman, but I don't recall his name. We put down a $500 deposit and ordered the Outback. They said they had to get the vehicle from Greensboro. During the week of 11/6, I got texts/calls from Michael Bengtsan saying the car was ready for pickup. We were on vacation in Florida so after confirming again with Michael the morning of 11/13 that the vehicle was ready when we got home, we went to pick up the Outback in the afternoon. When we arrived, to our shock, the only accessory they had installed on my list was the all-weather floor mats. I was upset that they had a week to get this vehicle ready and essentially did nothing to look at the list and install all the accessories. Michael said, "Well you can take the car today, and then come back for the accessories." (Lol. Yeah, right.) Also, there seemed to be some confusion about the full-size spare. I told them to call me when the vehicle was ready and I'd come back to pick it up. A manager, Chris Stone, ran out to my truck as I was leaving and asked about my issue. I relayed my disgust and annoyance that we wasted our time coming out to pick up a car that was not ready yet. I also didn't understand how the full-size wheel could be an issue now since I've asked for this from the very beginning on my quote and confirmed it TWICE with the dealership. He said he was sorry and would make it right. I heard nothing from the dealership for two days. Finally, I sent an email (first attached email string above) to Michael asking about the status of the Outback and my concern over the full-size spare issue since the quote was a done deal. I later received a voicemail from Chris Stone, explaining that his understanding after our conversation at my truck was that I didn't care about the full-size spare any longer, the full-size spare was "off the table" from their perspective and they would not be honoring their quote that included it. What planet is this guy on? Did he even listen to a word I said at my truck when I was leaving the dealership, venting about the accessories and full-size spare?? As you can imagine, I was beside myself and dumbfounded. Complete incompetence. I called Chris and asked to have my deposit refunded, which he gave me with no hesitation. "Strike 1." Off to the next dealer.
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