Welcome to my experience with Dwayne Lane Skagit Subaru in Burlington Washington -- Dwayne Lane Skagit Subaru Sucks
As you can see in order new/old that Dwayne Lane Skagit Subaru offered to refund me the $149.95 for the under carrage lights. I told them I will accept that offer and will close the complaint when the funds are received. As you can see from the top message, Dwayne Lane Skagit Subaru after offering me the refund, never sent it and the BBB had to close the complaint. Seems, I would assume, that Dwayne Lane Skagit Subaru never was going to return the funds as promised, they just wanted me to close the BBB complaint with an empty promise to give me a refund that would never appear. Shady, Shady, and Shady. Complaint is public record and will remain open on the BBB site.
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Thank you for following up with BBB regarding your position in the above-mentioned dispute.
We understand you are NOT satisfied with the business’s response, and have noted your dissatisfaction in our files. While we regret we were unable to reach your desired resolution, the business has provided BBB with its position. This matter is now closed in BBB files, and will appear in the company’s BBB Business Review as: “Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied.”
Please note, the text of your response may be publicly posted on BBB’s website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.
We appreciate the opportunity to be of service, and sincerely hope you will contact us for pre-purchase information.
Sincerely,
Chelsea Kelly
BBB Resolutions Consultant
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10/5/2018
This message is regarding Complaint ID # 13047906- Skagit Ford Subaru
The complaint filed was in regards to accessories installed incorrectly. All accessories were installed per Subaru Factory instructions. As stated in the previous response, if the customer has the vehicle inspected by another dealer and we installed the dash lighting kit incorrectly we would be happy to refund the $149.95. The MSO issue was no noted in the original complaint, however since it is being brought up in the response our response is that it the MSO and all title documents were delivered to the customers desired address 7 days after the customer took delivery and well within the 45 day limit to register a vehicle as required by Washington State law. That issue has already been closed after a DOL investigation which found that we the dealer are well within compliance.
Sadly not much to update lately. The BBB tried to resolve part of the conflict but Dwayne Lane Skagit Ford - Subaru would not respond to the final complaint, so it sits unresolved. But what do you expect from such an awful dealership. Here is the last word from the BBB: The Better Business Bureau has received your response to the complaint, but still considers it unresolved. There is no action for you to take at this time. We will contact you when we next require your input.
I have received my refund on the extended Warranty about $3500 put back on the principal of the loan, and had had some refunds on my CC due to the CC companies finding in my favor. One is still a battle, but we will see. I have found a much better dealership in Marysville and have been getting the work done there, I gave them a 5* on Yelp, they do a really good job. Those who have emailed me, I have recommended this other dealership. For those who have sent emails giving me their Dwayne Lane Horror Stories, I will get around to posting them as well. Checking online, Dwayne Lane Skagit Subaru is hovering around a 2.8* rating, and that has little to do with me, that's a history of them providing bad service and bad deals to their customers. They quickly blame everyone else but themselves, and it shows. This other dealership in Marysville has 10x the amount of reviews and they're at 4.8 out of 5-stars. That's a vast difference on how to treat customers. We're getting a new car for my wife, and that could have been Dwayne Lane Skagit Subaru's deal, but obviously that's not going to happen. I guess ... Mr. Don Tapley, President ... is raking in enough cash from his dealerships, that quality and service no longer matter.
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Update 8/24/2018 - With all the Negative I have been positing, let's post something positive. By nature I reward those who do a good job, it's just that Dwayne Lane did such an abhorrent job, they left me no choice. However, Subaru of America came through and sent me to Roy Robinson Subaru to fix (at the cost of Dwayne Lane) all the stuff they !$#$#ed up. Roy Robinson Subaru is a 5-Star Shop, they put Dwayne Lane to shame. Such a professional location, amazing staff, shop screams professional. It's what other dealership strive to emulate. I would recommend them without hesitation. I got a great loaner car, they kept me in the loop on everything and gave me a detail report of each update, fix and repair. They did it right the first time. It's what I hoped to have locally, but since it's not possible... I will drive the extra to Roy Robinson Subaru and give them my business with both service, and for my next car, or my wife's upcoming purchase. Shows the dealership really matters... Zero Stars for Dwayne Lane and a SOLID 5-Stars for Roy Robinson Subaru of Marysville. A+ all the way!
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Update 8/21/2018 - My refund for the Extended Maintenance and Service Agreement has been approved by SoA and they will be sending the check to the bank with the loan, the funds will apply to the principle. Also I have an appointment with another Subaru Dealer to fix the bad service work done at Dwayne Lane, fixing the incorrectly installed Sill Plates, the Under Dash Light and Wiring Mistakes, The battery issues by the bad wiring of the sill plates, and repairing and damage from where the 1st set of Sill Plates were installed, and doing the "Subaru Love Check-Up" as well as installing the update to the Starlink Software that keeps showing update errors. SoA will be covering the costs from this other dealership and billing it to Dwaye Lane Skagit Subaru in Burlington.
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Update from Google, got this emailed to me today regarding my 1-Star review of Dwayne Lane Skagit Subaru in Burlington - "Hi Craig, People like your review, Congratulations, your review helped people over 1000 times! Millions of people rely on reviews like yours to learn what places are like." Wow, over 1K, that hopefully means that even if 1% of those people shopped at a different car dealership, that means I saved at least 10-people from having to deal with any of the Dwayne Lane Dealerships in Washington.
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Update 8/21/2018: Luke James told the DOL that I "staged a demonstration" at their dealership, which of course never happened, nor can they show a single image or video saying that ever happened. Now is response to the AG's office says "I loudly stated my displeasure with the dealership, while having my car serviced" --- actual cut/paste: ""We have asked that Mr. Solomon take his future business elsewhere. At no time did we ever say that his Subaru warranties or service agreements were no longer valid (he has since canceled the additional products that he purchased). Subaru will absolutely cover any warranty issues. We have just asked that Mr. Solomon take his vehicle to one of the other Subaru dealerships in the market. When he has been in the dealership for service he was loudly stated how terrible we are and we are not interested in that behavior returning to the dealership.""
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Update #2 - 8/11/2018 - I signed the papers with Subaru of America to cancel my 7-Year 100K Service Agreement and my 7-Year Maintenance Agreement with Dwayne Lane Skagit Subaru in Burlington. They will have to refund the $3300 paid with tax to the Bank holding my loan. Goes towards the principle, so that will shorten my loan and I can pay it off in 3-years. According to the Subaru forums on NASIOC, Groups on Facebook and the Subaru Subreddit Forum, the extended warranties are a rip off and used by the Finance Department to profit. So at least I am taking away that income from Dwayne Lane Skagit Subaru in Burlington. What I am saving there, should easily fix any failures out of warranty.
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Update 8/11/2018 - Received an email from my CL Posting, personal information redacted regarding his/her experience at Dwayne Lane Skagit Subaru
From: "Name Redacted" <18ec6df22ec730d8638337@reply.craigslist.org>
To: 4wrv9-6656391534@comm.craigslist.org
Sent: 8/11/2018 2:32:34 AM
Subject: Skagit Subaru / Mazda Horrible Sales, Management & Poor Service
Sorry for your loss.
Your in a long line of unsatisfied
customers from dwayne lanes...
They are based outta Everett.
That Subaru dealership is fairly new.
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DealerRating.com shows the following for local Subaru Dealers
Walker's Renton Subaru 4.8 out of 5 Stars = A+
Cascade Subaru 5.0 out of 5.0 = A+
Roy Robinson Subaru, Marysville 5.0 out of 5.0 = A+
But our "friends" as Dwayne Lane Skagit Subaru in Burlington got a 2.8 out of 5 stars. That's horrible, a solid F.
I guess it's not just me... I should have checked reviews for shopping, my fault.
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Update 8/9/2018: DOR can't do much, heard back from them today. They gave me a few ideas for other organizations and ways to resolve issues with Dwayne Lane Skagit Subaru in Burlington. Seems Dwayne Lane Skagit Subaru in Burlington said I staged a protest and demonstration at their dealership that caused them to lose customers. I have only been to Dwayne Lane Skagit Subaru in Burlington three times, the day I purchased the car, the 1st service appointment for accessories and the 2nd service appointment for accessories. One would think that if I staged a demonstration and/or protest at Dwayne Lane Skagit Subaru in Burlington there would be a single photo from someone's mobile phone of this event happening. This shows how easy it is for Dwayne Lane Skagit Subaru in Burlington to lie, even directly to the Washington Department of Revenue. However the inspector from the DOR said (in his email) that Luke James the General Manager of Dwayne Lane Skagit Subaru in Burlington will have their dealership reimburse the other dealership I choose to fix the items they incorrectly installed and messed up. The inspector from the DOR also said that Dwayne Lane Skagit Subaru in Burlington will let me cancel my extended warranty and my extended maintenance contract, which I am planning on doing. I have reached out to SoA for information on how to do this, since the cost of the package was rolled into the loan. That's all I have for now, more later!
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Update 8/2/2018: Good news, heard from the DOR - Washington Department or Revenue and they felt there was sufficient cause to open an formal complaint. They got back to me today with the name of the investigator and my case number.
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Updated 8/1/2018 - The Attorney Generals Office for the State of WA feels there is enough information to start an informal complaint against Dwayne Lane Skagit Subaru
RE: Dwayne Lane's Skagit Subaru File #: 5####7 (full number redacted)
Bob Ferguson
ATTORNEY GENERAL OF WASHINGTON
Consumer Protection Division
800 Fifth Avenue, Suite 2000 Seattle, WA 98104 (206) 464-66
The complaint you submitted to our office regarding Dwayne Lane's Skagit Subaru was reviewed and determined to be appropriate for the informal complaint resolution services offered by our Consumer Resource Center.
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Update 7/30/2018 11:50PM -- Just got back from driving my car for 50 min on the freeway to recharge the battery. I had to call Starlink Emergency Services. My 17 day old car was dead. Why would a 17-day old car have a dead battery? The one thing that stands out is that maybe Dwayne Lane screwed up when service installed the Footwell Illumination Kit Part Number: H461SFL000. Ryan said they did not have the wiring diagram from Subaru and that they will "figure it out." They said they wired it to the dash lights. Not sure, I am not a mechanic, but it seems odd that the battery would be totally dead on a new car.
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Update 7/30/2018 11:30am - Spoke with Randy Wright at the dealership today. He said he is in charge of Parts and Service and they will NOT be fixing the Sill Plates as he said that is how Subaru Video (there is a video showing this, so he's right) said to install that way, even though the Subaru Website and Parts Site does NOT show them being installed that way. He also claimed I was recording him, when I am not recording him, nor have I recorded anyone or said to have ever been recording anyone at any time (paranoid much?)... Here is the big one...
He said that Dwayne Wayne Skagit Subaru will NOT be honoring my Factory and Extended Warranty. That even though the warranty states that I can use Any Subaru Dealership they will not service my car under the agreed warranty. That is a breach of their agreement and I will now have to see what legal remedies are available to me. I will start with the state agencies and check with a few lawyer friends, and see what other options I have.
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Update 7/30/2018 9am: Email I sent to Subaru of America today after calling them and being told that Subaru of America does not really get involved in dealer issues, but will call them and see... I tried to explain what happened, but they decided they did not want to hear it. Gave me a reference number and told me John will be in touch. Here is the email
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On 7/13 I went out looking for new cars. I live in Oregon, but working in WA on an extended stay. I spoke with Jeff Knutsen at Skagit Subaru and he showed me some cars. I liked the Impreza. I told him I am from Oregon, so he said fine, they can wave the taxes. We talked with Kim in Finance and she said she can only give me a 3-day permit so I can get my plates when I go home tomorrow. I told her I will not be going home for an unknown length of time. Jeff said to not worry about it, he will take care if it and FedEx the docs to the DMV and/or a contact I have in Oregon and they will get the plates / tags for me, they do it all the time. They don't, it was a lie.
Since then it's a sad commentary of horrors. Starting that Monday they told me they can't really help with the plates. They contacted the DMV in Salem and they can't do anything w/o the MSO. The MSO is on the way to the bank for funding. They keep the MSO.. so we're stuck. I had to send a FedEx to Oregon and have a person there (Paid $100) to go to the DMV to get me a 21-day permit, and overnight that back to me, so I have a car that I can at least drive.
Since that happened, spoke with Jared Butler in Finance, Rich the floor manager, Alex Lake a Sales Manager, Luke James the GM, and my expenses when higher and my time wasted. I have received empty promise and lie after lie. I have emails from Jared and Luke saying they will get it fixed, but it never happened.
Both Luke James and Jared Bulter said that if they were there on the day of the Sale and knew about the sale they would have not allowed the sale to happen. They knew they could not fulfill their promise. I offered to return the car and get mine back, but of course Jeff wanted his commission and the sale was inked, so "f'me!"
Luke said he was getting the MSO back and would overnight it to the DMV in Oregon, that he did, but it went to the wrong location, signed by someone that does not even work there "Mary" where there is no Mary at the Albany OR DMV where he sent the docs. He then claimed he could not talk to anyone at the Albany DMV only Salem as Albany does not accept calls. Took me only 15-min to get Roxanna, the day supervisor at the Albany DMV on the phone, did he even try?
I have email after email from Luke James and Jared Butler in Finance making promises, but doing nothing. I had to hire people to solve this for me, since it was not done by anyone at DwayneLane Skagit Subaru.
They said they will NOT be compensating me for my out of pocket expenses.
Since then I have started a campaign to let the area know to NOT buy from this dealership and will continue to publish my story. I am out 7 FedEx Priority Overnight shipments (Luke send me $50 out of his pocket to cover one, so it's not 8 anymore) and I am out $400 in hiring people to go stand in line in Oregon at the DMV and for their time, and I am out notary costs and more. All could have been avoided if Jeff Knutsen in Sales thought about the customer more than his greedy little pockets. Lying to a customer is not a good thing.
On top of that the Service Department installed my Sill Plates wrong, and when I opened a support ticket saying I want them to fix and and repair any damage it may have caused I get an email from a Tyler Huseman
From: "Tyler Huseman"
"If you have an issue you need to contact Luke James. I am in no way responsible for you, your car or anything related to your life and will not take demands from you."
What? Is that how you treat a customer.. Holy Crap! As mentioned Luke James has been less than useless here... and after someone in service screws up someones install, that's how you respond. Is that how Subaru really feels about their customers!
I have already opened a BBB complaint again DwayneLane Skagit Subaru and started my AG Complaint, but since I keep adding more issues thanks to their bumbling incometence, I am waiting to submit.
Due to how they handled the tags / licensing I am sending complaint letters to the DOR (WA Dept of Revenue) and the WA State Dealer Division.
What a horrible example this dealership sets for Subaru, it's against everything you advertise. This dealership chain already had their Ford licensed pulled, I hope Subaru is next, as you don't want them using your name.
I have also sent letters to Don A. Tapley and Dennis D Steinman who are listed as owners or board members on the Tax Accessors site for this dealership.
I am in my 50s, purchased a lot of cars, but never seen anything like this, a total diregard for there customers.
I may never get my lost of money back, but if I can disuade a few hundred people from shopping here, I would have saved them the living hell I am going through now. My site is public, only 3000 hits in a week, but if I get to 1-million a month, that will get my message out. Posting on all the NW Subaru Forums, Facebook, Twitter, Craigslist and Reddit.
The woman I spoke to at Subaru of America today said that SoA does not really get involved in this stuff, but she would let you "John" know.. but just in case, I wanted you to know too!
Cls
7/30/2018
Email From Luke James Saying He Will Help????
Online Reviews from Dealerrater.com reviewing Car Dealerships, Skagit Subaru a 2.8:
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Update 7/29/2018: Service department incorrectly installed my Sill Plates that I purchased directly from them and had installed by them. I opened a support ticket and left a voicemail so they can fix their mistake. They screwed up and I wanted to have them fix their mistake. Depending on adhesive they used it may damage my car. You can see what they did compared to what Subaru shows on their own website here
Somehow Tyler Huseman who I never met or contacted in any way... emailed me with this Gross and RUDE email to a customer. If this is they way they treat customers, run FAR run FAST. I will be calling Subaru of America on Monday when they open.
Note, he said to Contact Luke James, which if you read below, you know Mr. James has not done anything so far and basically told me to F-Off in not so many words. He made promises to me about taking care of plates and registration in writing and never did anything.
Message is below from Tyler Huseman, who I don't know, and never contacted...
Dwaynelane Skagit Subaru Sucks, Burlington Wa.
----- Original Message ------
From: thuseman@dwford.motosnap.com
Sent: 7/29/2018 1:59:21 PM
Subject: RE: Re:Service is closed today
If you have an issue you need to contact Luke James. I am in no way responsible for you, your car or anything related to your life and will not take demands from you.
https://i.imgur.com/kI05AHl.jpg
------ Original Message ------
From: "Tyler Huseman"
Sent: 7/29/2018 11:49:33 AM
Subject: Service is closed today
Service is closed today Sunday 7/29/2018. I'll have Ryan contact you tomorrow when they re-open.
Tyler Huseman | Internet Sales Director
Dwayne Lane's Skagit Subaru
www.dwaynelaneskagitsubaru.com
Direct: (360) 328-7494
Text: (360) 965-5668
Office: 360-757-7737
You are receiving this email because you inquired about or purchased a vehicle from Dwayne Lane's Ford Subaru Mazda recently or in the past. If you prefer not to receive further emails from us, click here to unsubscribe. Alternatively, you can send a written request to the address below. We'll remove you from our list as quickly as possible.
To contact us please visit http://www.dwaynelane.com or call (360) 757-2000.
This email was delivered to you by:
Dwayne Lane's Ford Subaru Mazda
680 Auto Blvd.
Burlington, WA 98233
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Note: As of this morning 7/27/2018 No update from Dwayne Lane Skagit Subaru. I received a personal Cashiers Check for about $50 from Luke, for one of the FedEx shipments because he did agree to paying for it... without realizing it since he said OK to an email. Which he later said he did not read the whole email and did not catch that part. This shows even further lack of caring that they never even read the email fully. They just don't care. Dwaynelane Skagit Subaru Sucks, Burlington Wa.
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Filing a complaint with the DOR (WA Dept of Revenue) and the WA State Dealer Division. Still finishing my AG Complaint, and then the State Department of Licensing, and local city jurisdictions on Licensing. Also writing the lender and sending them links to all the emails online from Skagit Subaru and their associated dealerships. All could have been avoided with honesty and follow up as promised, plus a letter of apology and compensation for my out of pocket costs and time. Luke James said Nope.. not doing anything... so I am going forward as promised. If you too have a bad experience, let me know and I will add yours. I have reached out to others on review sites and moving them all here if they approve (as time permits) I have not marketed this site much except on FB and CL, but already over 1100 hits in a week. Enjoy your weekend! .. ps.. adding a counter today.. I know already late and starting a zero, but just curious to see how many going forward are updated. Dwaynelane Skagit Subaru Sucks, Burlington Wa.
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Note: As of this morning 7/23/2018 Luke James the General Manager decided that www,dwaynelaneskagitsubaru.com will NOT be compensating me for my out of pocket expense based on their inability to follow through on getting me my tags and plates. So based on that I will be updating this site later this week. If anyone knows the core owners of this company, please let me know. A cursory check brings in the names Dennis D. Steinman, (Donald) Tapley Investments and Tom Lane. Lane makes sense due to the "Lane" in the name.. if anyone knows the Dwane part, let me know" Thanks. .. Dwaynelane Skagit Subaru Sucks, Burlington Wa.
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Update: 7/23/18 12:15 PM - Dispute filed with Amex, Complaint filed with the BBB and AG Complaint is next.
Coming Soon will be the details based on my personal review, from the moment I made my appointment with JEFF in Sales to Kimberly in Finance once I picked up the car, to (in my personal review) the bumbling incompetence of the staff in getting my car plates and tags.
I will note, I am an Oregon Resident living in WA now for work, but I will be going back home to Oregon in the next year or so... but I was assured by SALES and FINANCE they do out of state sales all the time and it's very easy. Jeff even said he would handle the paperwork. Once the contract was signed, Jeff became a ghost.
Since then I had to bring in outside title experts, consult with an attorney, research how to get the DMV supervisor in Oregon on the line, hire someone in Oregon to run back and forth the the DMV and I have lost track of the number of Priority Overnight FedEx shipments to Oregon. My costs are rising and I keep getting told by the General Sales Manager, he will take care of it, but so far Luke has been less than helpful. He keeps telling me he is handling it, but so far I had to do all the work myself, at my own expense.
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Thankfully I have kept a paper trail of the list of broken promises and baffling excuses by Dwayne Lane Auto Group.
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Based on how this how process turns out, how their General Manager apologizes and resolves these issues, it will depend on how far I take this site and how much I promote the site.
Right now my biggest issues lie with Jeff in Sales, Kim in Fiance as well as Luke & Alex (Sales Managers) and Jared, Fiance Manager. I have not talked to anyone else in charge except for the floor manager and service people who so far have tried to be helpful.
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Let me also say this is no way a negative statement about Subaru the Company / Car Mfg, or the vehicle itself. I don't want to dissuade anyone from considering or buying a Subaru. In the short time I have had it, the car has been exceeding my expectations. I am happy with the car choice, just unhappy with the dealership and the people that represent it.
At no time will I slander an individual or post a libelous statement. This is my personal review and documented paper trail of my personal experienced with this dealership. It's in my rights to post an review and share my experience with the general public so they can make an informed decision when they decide to purchase a Subaru or Mazda or other vehicle from the Dwayne Lane Auto Group.
More will be posted once this plays out and I see how this situation is resolved. In the meantime I have to pay for more temporary trip permits and we're still unsure if or when I will get tags and plates for my $30K car. Maybe it's my fault for buying a car on Friday the 13th, 2018?
For more information contact dwaynelanesucks@gmail.com re: Dwaynelane Skagit Subaru Sucks, Burlington Wa.
