Gered Andrews
23 Coley Road
Wilton, CT 06897
Attn: Customer/Dealer Services
Subaru of America, Inc.
Subaru Plaza
P.O. Box 6000
Cherry Hill, NJ 08034-6000
To Whom It May Concern,
I am writing this letter to express my displeasure and aggravation with my recently acquired Subaru Impreza WRX Sport Wagon.
During the month of August, 2002; I was in the market to finance a new vehicle. In my quest to obtain information about import performance, I came across information regarding the WRX. Originally Interested in finding an 'exceedingly quick' wagon to transport myself and my belongings to our destination – I jumped into the decision of obtaining the WRX Sport Wagon as soon as possible.
Shortly after my decision, I was in possession of a gorgeous new WRX – the platinum silver color glistened in the sun, the brakes filled the wheels out in an eye-pleasing ratio, the 'Subaru Power Bulge' awed many and finally the sheer exhilaration of driving a new vehicle was at hand. My only worries at this stage were to “break the car in” as slowly and softly as possible – I precisely followed the dealership's information regarding break-in. Not once racing the engine, always giving proper cool down and warm up time and keeping an eye on all fluids and pressures.
I finally began really driving the vehicle after the first oil change. I was truly impressed with its nimble facilities and began to encourage friends and family to definitely look at the WRX as well as other Subaru vehicles if they were in the market for a new car. Summer was practically over and Fall was beginning to show – colder weather, black ice and other Fall related difficulties began to manifest problems on the local roads.
The first difficulty with my vehicle came during the month of October, 2002. Shortly after a month of driving the vehicle, I noticed that the paint was beginning to show abnormal signs of wear after only a month of ownership. The paint problems seemed to stem from the lack of paint and clear coat on the vehicle. Further inspection found the lower portions of the doors with some type of paint coating which had runs in it. The paint on the front of the vehicle chipped and scratched with the slightest bit of sand from the road – if one was to run one's fingernail over the paint, you would leave a scratch which would not come out without buffing – mind you – that is a fingernail, not a key.
About a week after this paint issue, I ran out of windshield washer fluid – so I obtained a bottle and opened the hood to fill the reservoir. To my dismay there was a green coolant (or refrigerant) stain on the firewall --- my only thought was the system must have a leak in it. My dealer at the time, Wilton Subaru, studied the hose for about 3 minutes – then concluded that there was nothing wrong.
Strange to think that they [Wilton Subaru] did not even check the clamps thoroughly or replace the hose.
Mid-November, 2002 came around and the weather began to get a bit colder – each morning while traveling to work the clutch began to shudder [chatter] when I left my driveway and continued to do so for about 5-15 minutes of driving time. I also noticed the smell of unburned fuel which came into the passenger area of the vehicle when the blower was on for the heat. Again I contacted my dealer [Wilton Subaru] and they said to allow the vehicle to “warm up” before driving it and (since they could not replicate the problem) to keep an eye on the fuel smell – I responded that I did let the vehicle warm up before I drove it and their response was to let it run a bit longer [due to the cold conditions as of late] before driving it. Aggravated with their response I went home, let the vehicle cool down as usual; then went inside to relax for a while. I went back outside about 4 hours later, got into my vehicle, and proceeded to start it – let me rephrase that: I tried to start it.
The car would turn over but it would not fire – aggravated further, due to the combination of the clutch problem and now this, I opened the hood and checked all serviceable (from the top of the engine) connections. I got into my vehicle again, tried to start it, over and over – still to no avail. After about 20 minutes of trying – the car fired – but not without first a grinding noise and an unnerving, rough idle. Mind you, the transmission was in neutral and the clutch pedal was fully depressed. Still suffering from the aforementioned shudder [chatter], I made the best of my day and let the start-up situation “ride”.
I continued my normal routines until February 2003; between all the dealer service check-ups, car warm ups and cool downs I was having minimal troubles less the aforementioned difficulties.
23 Coley Road
Wilton, CT 06897
Attn: Customer/Dealer Services
Subaru of America, Inc.
Subaru Plaza
P.O. Box 6000
Cherry Hill, NJ 08034-6000
To Whom It May Concern,
I am writing this letter to express my displeasure and aggravation with my recently acquired Subaru Impreza WRX Sport Wagon.
During the month of August, 2002; I was in the market to finance a new vehicle. In my quest to obtain information about import performance, I came across information regarding the WRX. Originally Interested in finding an 'exceedingly quick' wagon to transport myself and my belongings to our destination – I jumped into the decision of obtaining the WRX Sport Wagon as soon as possible.
Shortly after my decision, I was in possession of a gorgeous new WRX – the platinum silver color glistened in the sun, the brakes filled the wheels out in an eye-pleasing ratio, the 'Subaru Power Bulge' awed many and finally the sheer exhilaration of driving a new vehicle was at hand. My only worries at this stage were to “break the car in” as slowly and softly as possible – I precisely followed the dealership's information regarding break-in. Not once racing the engine, always giving proper cool down and warm up time and keeping an eye on all fluids and pressures.
I finally began really driving the vehicle after the first oil change. I was truly impressed with its nimble facilities and began to encourage friends and family to definitely look at the WRX as well as other Subaru vehicles if they were in the market for a new car. Summer was practically over and Fall was beginning to show – colder weather, black ice and other Fall related difficulties began to manifest problems on the local roads.
The first difficulty with my vehicle came during the month of October, 2002. Shortly after a month of driving the vehicle, I noticed that the paint was beginning to show abnormal signs of wear after only a month of ownership. The paint problems seemed to stem from the lack of paint and clear coat on the vehicle. Further inspection found the lower portions of the doors with some type of paint coating which had runs in it. The paint on the front of the vehicle chipped and scratched with the slightest bit of sand from the road – if one was to run one's fingernail over the paint, you would leave a scratch which would not come out without buffing – mind you – that is a fingernail, not a key.
About a week after this paint issue, I ran out of windshield washer fluid – so I obtained a bottle and opened the hood to fill the reservoir. To my dismay there was a green coolant (or refrigerant) stain on the firewall --- my only thought was the system must have a leak in it. My dealer at the time, Wilton Subaru, studied the hose for about 3 minutes – then concluded that there was nothing wrong.
Strange to think that they [Wilton Subaru] did not even check the clamps thoroughly or replace the hose.
Mid-November, 2002 came around and the weather began to get a bit colder – each morning while traveling to work the clutch began to shudder [chatter] when I left my driveway and continued to do so for about 5-15 minutes of driving time. I also noticed the smell of unburned fuel which came into the passenger area of the vehicle when the blower was on for the heat. Again I contacted my dealer [Wilton Subaru] and they said to allow the vehicle to “warm up” before driving it and (since they could not replicate the problem) to keep an eye on the fuel smell – I responded that I did let the vehicle warm up before I drove it and their response was to let it run a bit longer [due to the cold conditions as of late] before driving it. Aggravated with their response I went home, let the vehicle cool down as usual; then went inside to relax for a while. I went back outside about 4 hours later, got into my vehicle, and proceeded to start it – let me rephrase that: I tried to start it.
The car would turn over but it would not fire – aggravated further, due to the combination of the clutch problem and now this, I opened the hood and checked all serviceable (from the top of the engine) connections. I got into my vehicle again, tried to start it, over and over – still to no avail. After about 20 minutes of trying – the car fired – but not without first a grinding noise and an unnerving, rough idle. Mind you, the transmission was in neutral and the clutch pedal was fully depressed. Still suffering from the aforementioned shudder [chatter], I made the best of my day and let the start-up situation “ride”.
I continued my normal routines until February 2003; between all the dealer service check-ups, car warm ups and cool downs I was having minimal troubles less the aforementioned difficulties.
With about 20,000 miles on the odometer, the car began to act quite strange at full stops – the RPMs would fluctuate from 700 or so down to 0 then it would either fluctuate back up or the vehicle would stall. I went to the gas station and pulled into a parking space – the first difficulty I noticed was the semi-flat tire I had – the tire issue will be explained later. As for the RPM issue, I checked all the fluids and despite being recently serviced the car had absolutely no 'dipstick'-measurable oil. “Strange”, I thought to myself, seeming how I checked my oil at my last gas fill-up (roughly 220 miles before this problem) and the oil was just above the add area. I added just under two quarts of oil and I was back up to the full mark.
The tire issue really baffled me – when I used Wilton Subaru as my servicing dealership [I bought the vehicle from them]. They never once rotated the tires – interesting, is it not? Colonial Subaru [my servicing dealership] said that they [Wilton Subaru] should have taken care of the rotation without my requesting it. Alas, here I am at 20,000 miles with bald tires up front and what look like new tires in the rear.
Moving on; the weather is getting gradually warmer and the clutch shudder [chatter] begins to dissipate, only after months of dealing with it, with absolutely no resolve from the dealer [let alone any mention of the service bulletin regarding cold clutch shudder], the clutch now began to slip, I also began to hear a 'thud' coming from the rear of the vehicle while shifting at highway speeds.
At roughly 21,000 miles, more than 70% of which are highway miles, I went to my servicing dealership [Colonial Subaru] to complain about the clutch, the tires, the oil situation [again] and get my 22,500 mile check-up done a bit early. Not only was I assured that the oil situation was due to my lack of checking it and topping it off [even though this is a new, dealer serviced vehicle; it uses more oil than my other vehicle did (and it had a rear main leak)], but I was also informed that the clutch assembly, flywheel and tires had to be replaced – as well as the fact that the vehicle needed a brake job due to grooved rotors and pad wear. Nothing was mentioned about the thud in the rear end, only to come back if it occurs more often than not.
Knowing nothing of the clutch shudder [chatter] service bulletin, I obliged to the work in a dismayed manner due to the excessive price of the parts and service. After the work was completed – I meandered home, further infuriated with the sharp engagement of the clutch and brakes.
After 600 miles of break-in during which I used the vehicle on a daily basis (with the sharp clutch) – in traffic none-the-less. [Quite safe of a situation, indeed.] The vehicle was running a bit better than before.
A few days after the vehicle was repaired, I decided to give it its usual bath (I wash the vehicle at least two times a month). After thoroughly cleaning the vehicle – I began to dry it, upset at all the scratches, chips and primer showing – I noticed something I never noticed before. Something seemed to be stuck on both the paint and the emblems. This something was a copper or rust color and could not be removed without a picking motion with one's fingernail. I went to the local detail shop and they informed me that this might be “rail dust” and to use a “clay bar kit and a good coat of wax” on the vehicle to remove such deposits. Obtaining the necessary materials to accomplish this; 50$ later I was on my way home to work on my new project – rust removal.
Three hours and a good deal of “elbow-grease” later, the majority of these defects were gone, however there were still many bits all around the vehicle, on top of the facts that the protective black film within the wheel wells was starting to flake off and that the muffler was beginning to rust around the base of the tips [let alone the fact that the muffler was already blackened with carbon deposits from the vehicle].
I know you must receive more important complaints than the ones mentioned in this letter, however, being a Student and paying for this vehicle with my hard earned money is quite taxing on the mind and wallet when problems such as these arise [let alone having any of these problems with a new vehicle].
Even more recently (April 6th, 2003), I was on my way home – and my car began to billow blue-colored smoke from the muffler; which, according to my senses and others, had the nauseating scent of oil as well as the scent of a burning catalytic converter . This problem, in the addition to the aforementioned oil situation makes me wonder if there is an oil leak of some sort [even though I see no oil on the ground where my vehicle is parked, both at work and at home].
The tire issue really baffled me – when I used Wilton Subaru as my servicing dealership [I bought the vehicle from them]. They never once rotated the tires – interesting, is it not? Colonial Subaru [my servicing dealership] said that they [Wilton Subaru] should have taken care of the rotation without my requesting it. Alas, here I am at 20,000 miles with bald tires up front and what look like new tires in the rear.
Moving on; the weather is getting gradually warmer and the clutch shudder [chatter] begins to dissipate, only after months of dealing with it, with absolutely no resolve from the dealer [let alone any mention of the service bulletin regarding cold clutch shudder], the clutch now began to slip, I also began to hear a 'thud' coming from the rear of the vehicle while shifting at highway speeds.
At roughly 21,000 miles, more than 70% of which are highway miles, I went to my servicing dealership [Colonial Subaru] to complain about the clutch, the tires, the oil situation [again] and get my 22,500 mile check-up done a bit early. Not only was I assured that the oil situation was due to my lack of checking it and topping it off [even though this is a new, dealer serviced vehicle; it uses more oil than my other vehicle did (and it had a rear main leak)], but I was also informed that the clutch assembly, flywheel and tires had to be replaced – as well as the fact that the vehicle needed a brake job due to grooved rotors and pad wear. Nothing was mentioned about the thud in the rear end, only to come back if it occurs more often than not.
Knowing nothing of the clutch shudder [chatter] service bulletin, I obliged to the work in a dismayed manner due to the excessive price of the parts and service. After the work was completed – I meandered home, further infuriated with the sharp engagement of the clutch and brakes.
After 600 miles of break-in during which I used the vehicle on a daily basis (with the sharp clutch) – in traffic none-the-less. [Quite safe of a situation, indeed.] The vehicle was running a bit better than before.
A few days after the vehicle was repaired, I decided to give it its usual bath (I wash the vehicle at least two times a month). After thoroughly cleaning the vehicle – I began to dry it, upset at all the scratches, chips and primer showing – I noticed something I never noticed before. Something seemed to be stuck on both the paint and the emblems. This something was a copper or rust color and could not be removed without a picking motion with one's fingernail. I went to the local detail shop and they informed me that this might be “rail dust” and to use a “clay bar kit and a good coat of wax” on the vehicle to remove such deposits. Obtaining the necessary materials to accomplish this; 50$ later I was on my way home to work on my new project – rust removal.
Three hours and a good deal of “elbow-grease” later, the majority of these defects were gone, however there were still many bits all around the vehicle, on top of the facts that the protective black film within the wheel wells was starting to flake off and that the muffler was beginning to rust around the base of the tips [let alone the fact that the muffler was already blackened with carbon deposits from the vehicle].
I know you must receive more important complaints than the ones mentioned in this letter, however, being a Student and paying for this vehicle with my hard earned money is quite taxing on the mind and wallet when problems such as these arise [let alone having any of these problems with a new vehicle].
Even more recently (April 6th, 2003), I was on my way home – and my car began to billow blue-colored smoke from the muffler; which, according to my senses and others, had the nauseating scent of oil as well as the scent of a burning catalytic converter . This problem, in the addition to the aforementioned oil situation makes me wonder if there is an oil leak of some sort [even though I see no oil on the ground where my vehicle is parked, both at work and at home].
The only item that I was able to get covered under warranty was the brake job (rotors cut, re-surfaced and new pads). Other than that, the clutch assembly and flywheel (plus service fees) were quite costly – are these not covered under the drivetrain warranty? Is there a way I could get a new coat of paint or clear coat? What is the deal with the “rust”? How about information regarding why my tires were never taken care of at the dealership [Wilton Subaru]? I have tried countless times to ask these questions at the dealership [Wilton Subaru], however I just get treated like a peon and when I ask the same questions at Colonial Subaru, I just get a “keep an eye on it” response.
I fully believe that this vehicle has quirks and problems which could have been easily assessed and fixed by a dealer – mind you, that if the dealer assessed these problems and brought about a resolution at an earlier time, I would not be writing Subaru of America directly.
I would like a resolution to my complaints, an explanation of why I have not been treated with the respect, honesty and the diligence that every customer deserves [Wilton Subaru is the offender (more so) in this case] and I would like to know if it is possible to at least get a refund for the expenses on the drivetrain.
For my further satisfaction please inform me why customers were not notified directly of the clutch service bulletin and why, even though I have a 36,000 mile “Drivetrain Warranty”, the clutch (according to Colonial Subaru) is only covered for 12,000 miles/one year. If I was informed of this clutch warranty when I asked (before I bought the vehicle) for a complete explanation of all warranties implied and included, I would have never stepped into the vehicle to test drive it, and I most definitely would not have bought it.
I fully expect my situation to be rectified and a reply to be given within ten (10) days, otherwise I will be forced to contact your company via legal counsel.
Regards,
Gered Andrews
Vehicle:
2002 Subaru WRX Sport Wagon
24,300 Miles
Purchased August 2002
Dealerships:
Colonial Motor Company
120 Federal Road
Danbury, CT 06811
Wilton Subaru
657 Danbury Road
Wilton, CT 06897
---------------------------------
When I send the letter out, I will include the VIN as well.
Sorry for the long-*** posts... but I'd like as many opinions on this as possible.
Thanks,
-G
I fully believe that this vehicle has quirks and problems which could have been easily assessed and fixed by a dealer – mind you, that if the dealer assessed these problems and brought about a resolution at an earlier time, I would not be writing Subaru of America directly.
I would like a resolution to my complaints, an explanation of why I have not been treated with the respect, honesty and the diligence that every customer deserves [Wilton Subaru is the offender (more so) in this case] and I would like to know if it is possible to at least get a refund for the expenses on the drivetrain.
For my further satisfaction please inform me why customers were not notified directly of the clutch service bulletin and why, even though I have a 36,000 mile “Drivetrain Warranty”, the clutch (according to Colonial Subaru) is only covered for 12,000 miles/one year. If I was informed of this clutch warranty when I asked (before I bought the vehicle) for a complete explanation of all warranties implied and included, I would have never stepped into the vehicle to test drive it, and I most definitely would not have bought it.
I fully expect my situation to be rectified and a reply to be given within ten (10) days, otherwise I will be forced to contact your company via legal counsel.
Regards,
Gered Andrews
Vehicle:
2002 Subaru WRX Sport Wagon
24,300 Miles
Purchased August 2002
Dealerships:
Colonial Motor Company
120 Federal Road
Danbury, CT 06811
Wilton Subaru
657 Danbury Road
Wilton, CT 06897
---------------------------------
When I send the letter out, I will include the VIN as well.
Sorry for the long-*** posts... but I'd like as many opinions on this as possible.
Thanks,
-G
Guest
http://www.subaru.com/shop/warranty/...EVEL=WRX_SEDAN
I think Everything should have been covered under the warrenty, Especially the Rust. The car actually comes with a rust warrenty. You may want to go back to the dealerships and fight it out with them a bit first. As for all the stuff that keeps happening I don't know what to say.
Keith
I think Everything should have been covered under the warrenty, Especially the Rust. The car actually comes with a rust warrenty. You may want to go back to the dealerships and fight it out with them a bit first. As for all the stuff that keeps happening I don't know what to say.
Keith
Get rid of the car while you can. SOA has fought me non stop over the craptastic stock paint job and some other issues I've had. Bottomline is that the car is paid off and I won't ever be buying another Subaru. Between the horrible dealership service, useless warranty and SOA's stalling I decided anything would be a better choice next time. Even if it means buying a used 97 M3, a Chevy Typhoon or a 87 GN.
Letter to SOA
Very good letter.
Do not bother to fight with the dealerships right now. You can tell they don't care and won't care, until SOA tells them to.
However, be sure to cc: both dealerships and the Ct Atty. Gen Office that handles Lemon Law complaints.
Also look at these sites to include relevant state laws:
http://autopedia.com/html/LemonLaw/CT_lemonlaw4.html
http://autopedia.com/html/LemonLaw/CT_lemonlaw2.html
http://www.state.ct.us/dcp/Lemon.htm
http://www.state.ct.us/dcp/complaints.htm
I'd bet you will find plenty of omissions have occured by these dealerships.
(Note. I am NOT a lawyer (thank Xenu), but I can read and inform a merchant when they are in violation of the law.)
So, take these regulations, roll them up, and stick 'em up the dealer where the sun doesn't shine. They hate it when someone is more informed than they are.
Do not bother to fight with the dealerships right now. You can tell they don't care and won't care, until SOA tells them to.
However, be sure to cc: both dealerships and the Ct Atty. Gen Office that handles Lemon Law complaints.
Also look at these sites to include relevant state laws:
http://autopedia.com/html/LemonLaw/CT_lemonlaw4.html
http://autopedia.com/html/LemonLaw/CT_lemonlaw2.html
http://www.state.ct.us/dcp/Lemon.htm
http://www.state.ct.us/dcp/complaints.htm
I'd bet you will find plenty of omissions have occured by these dealerships.
(Note. I am NOT a lawyer (thank Xenu), but I can read and inform a merchant when they are in violation of the law.)
So, take these regulations, roll them up, and stick 'em up the dealer where the sun doesn't shine. They hate it when someone is more informed than they are.
Hmm -- I am really thinking about complaining about just the clutch and the gas smell.
Then just repainting the entire vehicle, cleaning it up real nice, giving it a full fledged tune up, watch it some more.. and if that doesnt work - sell the piece and get my 1993 Cobra back.
Sure I have memories with the car, however... my cobra never gave me any problems. WHATSOEVER.
MMM Ford.. Found on road dead. but meh -- at least it never dug in my pockets like a gopher on LSD.
Then just repainting the entire vehicle, cleaning it up real nice, giving it a full fledged tune up, watch it some more.. and if that doesnt work - sell the piece and get my 1993 Cobra back.
Sure I have memories with the car, however... my cobra never gave me any problems. WHATSOEVER.
MMM Ford.. Found on road dead. but meh -- at least it never dug in my pockets like a gopher on LSD.
i feel your pain with trying to deal with subaru dealers. in my opinion they are real peices of work. maybe its just the ones near me but they dont know there dick from there *** when it comes to cars. ive had a few problems with them not wanting to cover things under warranty just put your foot down and dont give in they will eventually fix it. im in springfield MA if they try to send you this way to a dealer when you hear from subaru tell them no thanks. good luck
for the rest of us.........does anyone have a link to the details with the clutch shudder and how we go about having it fixed by subaru. i have the same problem.......but it only happens whe nthe clutch is cold and i'm pulling through 1st and 2nd gear. later, riggs
I was thinking about approaching my sales representative one last time before sending the letter off. I feel like a total dick going over the dealerhship's head on this.. but it IS a brand new vehicle and there shouldn't be any squeaks, grinds, meows, hisses, burns, puffs, or anything else, coming from it (less of course I hit one of the local animals 'round here).
All I want is NO BS, if I want BS, I'll go to Home Depot and buy 50 LBS of it. I am really on my last leg with Subaru, it is sort of sad that it has to come down to a letter. Geez.
Anyway -- Point being with this post is the following -- If subaru doesnt fix my problems I don't want the car anymore and I am just going to clean it up real nice, bring it to the dealer with all sets of keys, manuals and receipts and say look, here you can have it back, I quit. And take the financial hit from the down payment (10,000) + the 3,000 I've paid toward the vehicle already -- How do I go about this.. is it legal for me to do so.. it seems like credit suicide.. however, I'm not going to pay for garbage. Are there dealerships that will buy the vehicle off of you/buy out your loan?
I am just getting ready to get rid of the car if SOA rejects my claims in my letter.
Regards,
G
All I want is NO BS, if I want BS, I'll go to Home Depot and buy 50 LBS of it. I am really on my last leg with Subaru, it is sort of sad that it has to come down to a letter. Geez.
Anyway -- Point being with this post is the following -- If subaru doesnt fix my problems I don't want the car anymore and I am just going to clean it up real nice, bring it to the dealer with all sets of keys, manuals and receipts and say look, here you can have it back, I quit. And take the financial hit from the down payment (10,000) + the 3,000 I've paid toward the vehicle already -- How do I go about this.. is it legal for me to do so.. it seems like credit suicide.. however, I'm not going to pay for garbage. Are there dealerships that will buy the vehicle off of you/buy out your loan?
I am just getting ready to get rid of the car if SOA rejects my claims in my letter.
Regards,
G
Please, send the letter. Who can say what will come of it? I would like to think Subaru wants a good image in order to sell more of their products. Give them a chance to make things right. The dealerships are personally owned, and even if they are governed by Subaru of America they make their own policies about how they treat a customer in order to make more profit for themselves. Subaru corporate might be more accommodating. I'd include copies of service reciepts, copies of your paint fixin' supplies' reciepts, pix of paint issues if you still have them... all with your letter, which should be registered/certified. This way, it expresses truth and facts, not just an unhappy customer.
Guest
Ive had some similar problems with paint, the drivers pillar clear coat is peeling off and my trunk fills with water when it rains. Im going to get it looked at next week. Ill keep you updated.
Ryan
Ryan
For the trunk filling with water you might want to check for some of the rubber plugs inside the rear of the car under the carpeting. One might be popped out or damaged. It could also be from water getting between the inside of the tail lights and the body of the car. There should be enough of the tar like sealant on the back of the light to make a good seal but sometimes there might be a small gap. As for the paint being a POS, well I have the same problems and SOA blew me off.