Complaints

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  Crest Auto World

  802 Eastman Road North Conway, NH 03860

• 

  Crest Auto World

  PO Box 680 North Conway, NH 03860-0680

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2020 Subaru WRX in which they told me it had an upgraded Turbo, short throw shifter, and a cat back exhaust, in which it has none of the above. On the lower end for parts only not including the labor, the turbo is about $2,000 the shifter doesn't actual exist for a 2020 WRX and a cat back exhaust is around $1,800. When I contacted them about it, the said "that's what we were told so that's what we told you" Meaning they never even looked at the car when they got it in for a trade in. I told them I wanted them to put in the turbo and exhaust they said was in it and they offered me $500. They warrantied my car with a bigger turbo and a cat back exhaust but now when I go to put in those two things it is going to void my warranty.

  Business Response

  Date: 10/18/2023

  In an effort to resolve the customer’s issue we reached out
  again and offered another $1000 in good will, totaling $1500.  Which he declined.  We were in fact given bad information from
  the customer that traded the vehicle, much like ***** did not state his traded
  vehicle needed control arms.  We rely on
  good faith information from our customers. 
  He is correct in that if he wanted to do these upgrades, they would void
  his warranty.  If he is interested in
  having that work done, we would recommend canceling his warranty.  We are unwilling to do that work because we
  are not a franchised Subaru dealership and not a performance tuning shop.   If he does cancel the service contract the
  check will go to the finance company as he does have a loan against the
  vehicle.  We feel that $1500 represents
  the value of those parts if they were on the used vehicle.  With that $1500 he can upgrade the vehicle as
  he sees fit.     

  Customer Answer

  Date: 10/20/2023

  
  
  Complaint: 20******
  
  
  
  I do not accept the business's response as a resolution to my complaint because for one I am not a mechanic and did not know the control arms were bad and since reading that you had to replace them I have looked into them and from auto zone the parts for it are no where near the cost of parts and or labor for the parts that you said we’re in the vehicle. It’s funny you can go through my old car and find issues but you said you went through the wrx and said the upgraded cobb turbo, a short throw shifter, a upgraded cobb air intake, and cobb catback exhaust. I have looked up the prices for all of those parts and an estimate for labor and will provide those as requested as this will not allow me to upload them. However, the turbo is about $1,300, the short throw shifter is around $200, and the cat back exhaust is around $1,400 and that is just the parts never mind the labor. The turbo I have now is definitely not upgraded and looks very old. So no I will not take 1500 for over 3,000 worth of just parts 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 10/30/2023

  After doing more research we found that J.D. Power, formally
  N.A.D.A Guide, gives a value for a performance package upgrade of $1800 at the
  retail level.  We have attached that form
  and that is the maximum we are willing to go. 
  J.D. Power is one of the largest 3rd party vehicle appraiser
  sites and we will support that value.

  Customer Answer

  Date: 11/07/2023

  
  
  Complaint: 20******
  
  
  
  I do not accept the business's response as a resolution to my complaint.  I'm not sure what type of performance package they are talking about, however I will attach a copy of the parts I was told that were in the car by your salesman Matt P******* My wife has an email to show this information as well. He stated, " So I don't have a paper that says what was done to the vehicle, but I can tell you that they put in a Cobb turbo, which is a little bigger than what came stock, a Cobb air intake, a Cobb cat back exhaust and then of course the carb tuner." I also received a text from him that stated, " So we never got a list I can tell you I sent her an email letting her know what was done to it. It has a short throw shifter, which was upgraded a Cobb air intake system a Cobb upgraded turbo, and a Cobb cat back exhaust."
  
  I will show the prices of these Cobb parts that I was told was in the car. 
  
  Now, I have finally received the paperwork from the dealership about my warranty. They told me it was 100,000-mile warranty and in fact it is only 75,000. On the paperwork for the warranty, it states the mileage on the car is 28,527 and on the service agreement they state the mileage of the car is 29,142. They state the warranty price on the service agreement as $3,800.00 and on the warranty paperwork i finally received it states that it was $3,638.00. You guys have done nothing but lie to me since the very first minute we talked. I need to get the right work done and i have to baby the car. For that i believe that i should be paid more than the 1,800.00 you are offering me. I do not accept that offer. 
  
  I can provide proof as requested.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Customer Answer

  Date: 11/16/2023

  
  
  Complaint: 2070****
  
  
  
  I do not accept the business's response as a resolution to my complaint.  I'm not sure what type of performance package they are talking about, however I will attach a copy of the parts I was told that were in the car by your salesman Matt P******. My wife has an email to show this information as well. He stated, " So I don't have a paper that says what was done to the vehicle, but I can tell you that they put in a Cobb turbo, which is a little bigger than what came stock, a Cobb air intake, a Cobb cat back exhaust and then of course the carb tuner." I also received a text from him that stated, " So we never got a list I can tell you I sent her an email letting her know what was done to it. It has a short throw shifter, which was upgraded a Cobb air intake system a Cobb upgraded turbo, and a Cobb cat back exhaust."
  
  I will show the prices of these Cobb parts that I was told was in the car. 
  
  Now, I have finally received the paperwork from the dealership about my warranty. They told me it was 100,000-mile warranty and in fact it is only 75,000. On the paperwork for the warranty, it states the mileage on the car is 28,527 and on the service agreement they state the mileage of the car is 29,142. They state the warranty price on the service agreement as $3,800.00 and on the warranty paperwork i finally received it states that it was $3,638.00. You guys have done nothing but lie to me since the very first minute we talked. I need to get the right work done and i have to baby the car. For that i believe that i should be paid more than the 1,800.00 you are offering me. I do not accept that offer. 
  
  I can provide proof as requested.
  
  Sincerely,
  
  ***** ******
  

  Business Response

  Date: 11/21/2023

  I can see where there were some misunderstandings on the
  warranty but it did cover you to over 100k miles, and we could fix the small
  mileage inconsistency on the warranty paperwork but you are going to cancel the
  policy anyway.  Also, in all the bank paperwork
  it shows you paid $3638, which is less than $3800.  The reality of the situation is that Crest
  was given some bad information from the previous owner about the upgrades to
  the vehicle.  JD Powers values a
  performance package to a used WRX at $1800. 
  That remains our offer.  You are
  more than welcome to take us to small claims court and they will more than
  likely uphold the $1800 offer because it is the real used value that would have
  been added to a used WRX.   After the call I just had with the customer, he is still unwilling to accept our offer.