I was told that I would qualify for maintenance services when I leased the car and subsequently discovered that I did not.
Problem date: May 2014 - October 2014.
Purchase date: 8/13/2013
Model: 2013 Subaru Impreza 2.0i 5-door Premium
Body Type Model: 5D
Type Veh: 110
Office/Tech ID/SEQ: *********
Sales Rep: Yahya Mehrannia
Payment amount: %238.54/month
Payment method: Bank transfer
When I leased this car in August 2013, the sales representative who assisted me, Yahya "****" Mehrannia, promised me that I would qualify for regular covered maintenance services for the first two years of my lease. At the time, when **** worked on my lease terms and tried different options to figure out the best possible deal, he asked me for an address. I initially gave him my Los Angeles address and, once he entered that and saw the potential cost, he asked me if I had another address so I gave him my parents' address in Palo Alto, California. He confirmed that this would lower the cost of my payments for reasons that I did not fully understand and I agreed to use that address. Before agreeing to do this, however, I asked him more than once if I would still qualify for the regular covered maintenance services and he told me that I would. A few months later, when I needed to bring my car in for its first service, I scheduled an appointment and, when I came in and checked in at the front desk, I was told that because I was registered with a Northern California address, I would not qualify for maintenance services. I was very upset to learn about this and brought it to ****'s attention. He admitted that he did not know that I had to use a Southern California address to qualify for the services (one of his superiors had to clarify this to him). At the time, John suggested the option of updating my address to my Los Angeles address in the Corporate Subaru system, which he promised he would work on. For well over a month after this encounter, I would call Subaru of Glendale, ask to speak with **** and was told that he would call me back, though he very seldom did. Eventually, **** called me and told me that the issue was resolved and that I could schedule my maintenance. When I did, I was already due for my second maintenance and my car had not received any services. When I came in for my appointment, I was, again, told that my address still showed up as a Northern California address and that I, therefore, did not qualify for services. This time, I was also told that there was nothing I could do about this problem. I complained and was told to speak to someone other than ****(*****). When I spoke with *****, she said that there was nothing she could do and that I needed to speak to someone from sales so I called *** ********** who promised to help me. He said that there was nothing they could do about the address and that the only option would be to change the car, start a new lease with my Los Angeles address. When I asked if the new lease would be the same, *** told me that this could be arranged and that I should come on Monday after 10:00 AM to sort out this issue. When I arrived on Monday at 11:00 AM, *** was not there and I was forced, once again, to deal with **** to sort out the matter. **** and other sales representatives worked on my new lease terms and kept abandoning me in a little office for up to 45 minutes at a time. When I finally got up and asked them what the status was, I was told that I would have to pay $1,800.00 up front and that my monthly payments would increase to over $300.00 When I told **** that this problem was not my fault, that it was his fault, and that I should not have to pay for this change, he said, "Don't put this on me. I didn't know." When I argued with him about this, emphasizing that it was absolutely his fault and that, despite his good intentions, I ended up in a disadvantageous position solely because of his blunder, he said, "Please, not in front of my customers" and walked me over to his office to discuss the matter. He then left me and attended to his new customers and I left.
I would be satisfied if one of the two following options would be fulfilled by Subaru of Glendale:
1) The dealership finds a way to cover my maintenance services for the two years that I was promised. This would mean that I would have two years of maintenance from the time that my coverage would be approved and commence and NOT that the two years will have been counted from the date when the lease formally began.
2) The dealership terminates my current lease, offers me an entirely new lease using my current Los Angeles address such that I would receive two years of covered maintenance service as I was initially promised. The lease would have to be for the exact model that I'm currently leasing but one year newer, and I would not be responsible for any additional costs. That is, the monthly charges for the new lease would be exactly the same as those associated with my current lease, or cheaper, and I would not have to pay any other fees up front or any additional fees.
If one of the two scenarios described above will be fulfilled, I will be satisfied.