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Business Profile

New Car Dealers

Harley Swain Subaru

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:02/21/2024

    Type:Sales and Advertising Issues
    Status:
    Unresolved
    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 purchased a vehicle from Harley Swain Subaru in May of 2023. After calling them 5 times inquiring about my title and registration, I still didn't receive it. They instead told me they sold me the car without doing an emissions test. I got one done that same day. It has now been 10 months and I don't have my title or registration.

    Business Response

    Date: 03/12/2024

    To whom it may concern,

    We sold **************** a 2020 **** Transit van on 5/13/2023. About 2-3 months after sending the Paperwork to Salem to process ****************** title and registration we received a letter from the state informing us that the vehicle needed an emission test. After a couple of attempts we contacted and asked **************** to have his vehicle tested. I also let him know that if there were any additional costs that we would reimburse him for them. I was not aware that ****** still had cities that required emission testing. It is seldom that someone comes from the westside to purchase a vehicle in *********. By no means an excuse for not knowing it needed to be tested, but the truth.

    I assumed once the emission test was done, his title and license would be processed. It wasnt until we received a phone call on 2/23/2024 from *** that there were additional fees owed. That same day we attempted to pay the fees at our local *** office, but they instructed us to send the fees to Salem. We overnighted the check first thing that following Monday and it was signed for on 2/26/24. Talking with *** from the *** once the check is received it will be processed in a timely manner. As a side note, we collected $119.00 from **************** in license fees and spent $360.00.

    As far as ****************** claim that our business practices are immoral.  We sent the documents to the *** as we should have. As I stated earlier in this response, we were not aware of the additional items needed in ********. The vehicle was safe and it passed DEQ. So, Im not sure where we lied to ****************. I believe with a little more understanding and help from **************** this could have been resolved sooner.

    *********************
    Sales Manager
    Harley Swain Subaru 

    Customer Answer

    Date: 03/13/2024

     
    Complaint: 21325296

    I am rejecting this response because: It is filled with fallacies. I reached out to the dealership several times to inform them that I had not received a title or registration. As of 3-13-2024 I still do not have a registration. 

    I reached out via phone, text and IM on the Harley Swain website several times and only received a call back on one occasion which was two calls after several attempts attempts on my part. This is when I was finally told I needed to go through DEQ (which I did that day). I reached out half a dozen times via phone and IM after that and was told they would make it a priority to get back to me and find out what was going on. It was clear that I was being actively ignored and any implied attempt to reach me is simply a lie. Ignorance is not a reason to breaking the law.  You own a business, it's your responsibility to know the law before you sell anything. If you do make a mistake, you do what you can to rectify it. To ignore the "problem" is immoral. Your company should not be allowed to act (or continue to act) in this manner. 


    Sincerely,

    *************************

Harley Swain Subaru is NOT a BBB Accredited Business.

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