DiFeo Subaru Informative - Delayed Cooperation & Compensation For Vehicle Damage
JERSEY CITY, NEW JERSEY -- This is the letter I've sent to DiFeo and the Better Business Bureau:
On 07/23/08, I brought my 2006 Subaru Legacy GT into DiFeo's service shop at 315 Clen Denny Avenue for a routine diagnostic assessment. The vehicle's fiberglass front chin spoiler was cracked as a result of a DiFeo mechanic driving it down the steep ramp proceeding towards 440N.
Upon noticing the damage to my vehicle, and in an expedient manner, I immediately notified Ken [snip], DiFeo Subaru's service manager, and filed a verbal complaint. He promised to order a new fiberglass front chin spoiler equivalent to the one on my vehicle and install it AT NO CHARGE TO ME. I provided him with the website to where I ordered the aftermarket part from Mach V Motorsports and he confirmed DiFeo would order it PROMPTLY and contact me when it shipped.
Over a full month later and no less than 15 inquiries into the matter, I was told by Ken [snip] that DiFeo's parts department erroneously ordered a front chin spoiler for a Subaru WRX - not a Legacy GT. At this point I began to get the impression that Ken [snip] was stonewalling but still gave him the benefit of the doubt as mistakes DO happen. He maintained that DiFeo would rectify the damage at no expense to me.
Some 3 weeks later on 09/12/08, I again contacted [snip] to check the status on the front chin spoiler but he alleged that Mach V Motorsports did NOT have the part in stock. To my dismay, I called the company within minutes (571-434-8333) and discovered that the front chin spoiler was in fact in stock. I spoke with Mach V's customer service representative and learned that the front chin spoiler was in stock FOR MONTHS. I ordered it on the spot and paid via credit card. The front chin spoiler arrived at my house via UPS standard ground shipping on 09/16/08.
I wasted no time contacting Mr. [snip] for the installation appointment but TWICE he deferred on scheduling me citing it was a busy season for DiFeo. I refused to unjustifiably continue waiting given the aforementioned delays, so on the morning of 09/19/08, I drove to the DiFeo service shop with the part and had it installed free of charge as I'd expected - but only to drive away without being reimbursed for the associated charge on my credit card.
Ken [snip] pacified my anxiety by verifying that I'd be reimbursed in the amount of $446.68 (the cost of the front chin spoiler plus shipping & handling fees) but that it would take about a week for the DiFeo claims department to generate the check. A copy was made of my Mach V Motorsports receipt and I was told the check would be in the mail within days. Today is 10/14/08 and I have yet to receive my promised compensation.
I urgently feel this is a matter that needs the Better Business Bureau's attention. After enduring the multiple mistakes on the part of DiFeo's service and parts department, all I have are Ken [snip]'s leery promises underlined by severe delays. I have never been serviced so poorly by any car dealership in the past and as a result, have now informed my family, friends and co-workers to avoid conducting business with DiFeo.