Our experience at Subaru City was disappointing and - Shannonleigh
Our experience at Subaru City was disappointing and ultimately led us to take our business elsewhere.
We came in ready to purchase a 2024 Subaru Outback and planned to trade in our 2013 Subaru Outback. We were made aware of an issue with the catalytic converter on our vehicle. Your team advised that you would only consider the trade-in if the catalytic converter was repaired and suggested we return to Fountain Tire, where the part had originally been installed, to see if it was still under warranty. Your staff indicated it likely was—and they were correct.
Before even leaving the dealership, we confirmed the repair was covered under warranty, which was a significant relief given we had paid $4,000 for the replacement just six months prior. We were clearly told that if the issue was resolved under warranty, you would honor a $5,000 trade-in value toward the purchase of the new Outback.
We followed that direction, had the catalytic converter repaired, and returned to complete the purchase. At that point, your team reversed course and reduced the trade-in offer to $3,000.
Changing the terms of an agreement made less than a week prior is not acceptable. It undermines trust and reflects poorly on your sales practices. As a result, we chose not to proceed with the purchase and will be buying elsewhere.
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