Monday, December 04, 2006

Subaru's Added Bullshit Coverage

In April of 2005, I had a road hazard incident which necessitated that I replace two rims and four tires ($1200). The road hazard clause of my extended warranty covers the original four tires, so in May 2005 I submitted a claim to Subaru Added Security by mail.

I realized after several months had passed that I hadn't heard anything -- no check, no denial of my claim. Around the end of July I called Subaru Roadside (who handles their Added Security claims) and was told that they had no record of my claim. I re-submitted my paperwork.

As an aside, I bought my house March 31, 2005. Subaru Corporate and Chase were updated by the time my car payment for April was debited, and my address was updated with the dealership when I brought it in for the tire issue. When the claim was submitted, my addresses should have been updated everywhere with Subaru. Also, beyond this point I should mention that I'm a little vague on exact dates (but not on actual events). I kept records at certain points, and when I figured everything was handled I tossed the corresponding post-it note.

Again, several months passed and I heard nothing. Sometime in late spring of 2006 (probably May, around the one year anniversary) I called Roadside and was told the check has been issued and mailed to my old address in September of 2005. I informed them that I had moved before I filed this claim, that my addresses were updated everywhere including on the claim itself, and I had never received the check. The woman I spoke with had to do some research and would call me back in 24 hours. Two days passed and no call, so I called back. The woman I spoke with this time was very nice, she saw the research from the prior call and ordered the stop-payment on the check. They would need to wait "about a week" for that to go through, then they would reissue the check which took "about 4-6 weeks". This actually didn't seem all that unreasonable (I'd be surprised if they did more than one check run a month), so I thanked her and told her I'd check in next week to be sure that the stop-payment went through and the check was processed. A week or so later, I called back and the woman I spoke with told me that the stop-payment had gone through, the check was being reissued, and I should receive it "in about a month".

I checked back again in late-September 2006 and was told the check has been processed and should be issued "in the next check run". Several weeks passed and still nothing.

Having waited another 8 weeks, I just called Added Security again to check the status. The man I spoke with told me he saw no stop payment or re-issue had taken place, and the only thing that he could do was start the whole process over. He had no record of any of the calls I had made since September (though every call the rep had seen the prior call in their system).. The only thing he could do for me was another stop-payment and reissue. I asked for a reference number and he told me to reference my VIN# again, which clearly has worked all along since they lost a year of correspondence I had with them.

I did email Subaru's corporate headquarters to ask if this was typical, and I was given a person contact to call if I did not receive my check within two to three weeks:

Dear [Redacted]:

Thank you for visiting the Subaru Web site and for taking the time to e-mail us with your concerns. I have contacted Cross Country Motors on your behalf in regards to your refund. I spoke to the manager of the department. He has advised me that two checks for a $150.00 each were sent out on 09/15/06 to your old address. The manager has placed a stop payment on those checks and is going to have new checks issued and sent to your current address. You should see the checks within two to three weeks. If you do not receive them please call me immediately and I will follow up with the manager. I have every confidence that the matter is now straightened out and that you will be receiving the checks. I do apologize for the delay.

Please reply to this message with this information or call us at 1-800-SUBARU-3 (1-800-782-2783) and refer to the Case #[redacted]. Thank you and best wishes!

So they didn't lose the correspondence, they just sent the checks to the wrong address again.

I guess we'll just wait and see what happens. In other news, the balloon on the WRX is up on January 10th; my long, Fuji Heavy Industries nightmare will soon be over.

No comments: