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14582 messages, Last post on Dec 05, 2009 at 2:40 PM
You are in the Subaru Crew Forum. Your Host is kcram
Your Community Leaders are ateixeira and rsholland.
This is the place for Crew members to kick back, relax, and talk about...whatever!
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Replying to: ateixeira (Aug 11, 2008 9:30 am) |
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BELOW IS THE LETTER SENT TO (CHASE) SUBARU MOTOR FINANCE. THEY ARE INCOMPETENT AND YOU SHOULD NOT USE THEM TO FINANCE YOUR CAR. GO TO YOUR OWN BANK AND AVOID THIS Mr. Marc Sheinbaum Auto Finance J. P. Morgan Chase & Co. 270 Park Avenue New York, N.Y. 10017 August 12, 2008 Stephen Dear Mr. Sheinbaum, I am a person of some standing in my business, an active member of my church and community and I sit on the boards of two “not for profit” organizations. I entertain incessantly and speak with hundreds of people each year. For the rest of my life I will be telling my story about Chase Auto Finance. Which story I tell is in your hands. On July 10, 2008 I returned a Subaru vehicle which I had financed using a Chase product. ( acct ) . The vehicle was returned before the due date, acknowledged by the dealer and your re marketing group. I followed all instructions in the return document to the letter. Since the return I have received numerous invoices and phone calls all claiming that a total of $11534.82 was due. At first I patiently explained that the car was in your possession. I was told to call the dealer ( I did and he was amused that I was instructed to do so and told me Chase picked the car from them on 7/14) By the third call regarding the allegedly past due amount I lost my patience. On July 24th I spoke with a supervisor, Margaret Peran. She assured me she would get to the bottom of this and would call me by 7/29. She did not. Today I received the invoice ( again) and called your finance group, and spoke to supervisor Grace Lira. Grace advised me there was no record of the return and I would have to call the remarketing department. I asked for her manager and was given his voice mail. ( Troy Cody) I called remarketing and was advised that the car was indeed in the database as returned and the individual referred me to his manager, Scott Job. Voice mail again, no return call as of this writing. Your refinance department said “ I cannot understand why the finance group cannot see what is clearly in this record” He offered that the “problem might be that the transaction was not yet ‘closed out’”but could offer no solution regarding this defect. Shortly thereafter I again called Mr. Cody and reached him at 817 206 1616. I explained the matter including the conversation with remarketing and he told me he would stop the dunning calls from the autodialer but could not say that the matter would be finalized before the past due reached 30 days at which time I would be reported as delinquent. ( he did offer to help reverse the report if necessary). He acknowledged that he too saw the return in the database but that was not his area to complete. Having worked for a customer facing organization my entire life I know that the idea of “making the customer work for you” is a failed paridgm and yet repeatedly this is what you have done. I ask that you bring this to an appropriate resolution and I think an apology for poor service is in order. The story I will tell for the rest of my life can be how, despite the failings, the matter was satisfactorily resolved. It can just as easily be how an incompetent organization alienates its customers and should be avoided at all costs. Sincerely, Stephen CC: Stephen B. Burke Crandall C. Bowles James S. Crown William H. Gray, III David C. Novak Laban P. Jackson, Jr. Lee R. Raymond David M. Cote Ellen V. Futter Robert I. Lipp William C. Weldon James Dimon
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Replying to: tuppes0618 (Aug 12, 2008 3:15 am) To: executive.office  chase.com ( SUBARU MOTOR FINANCE) Sent: 8/11/2008 4:27:40 P.M. Eastern Daylight Time Subj: Fwd: Attention Peter Adebombo I have not received the promised phone call. I HAVE RECEIVED ANOTHER LETTER. THIS ONE FROM CUSTOMER SERVICE IT STATES IN PART; " Dear Stephen Your recent request for a due date change has been processed. Your account number remains the same. Please continue to make payment using your current payment coupons until the new ones arrive in the mail. As you were advised by our customer servive representative, with a simple interest account interest continues to accure on the principle balance of your account. By extending your due date 26 days interest will accrue and you may wish to include additional interest in your payments to avoid a higher pay off balance" 1. I never spoke to a customer service representative. 2. I never requested a change in due date. AGAIN I AM BEING HARRASSED BY YOUR INCOMPETENT ORGANIZATION. I HAVE CONTACTED THE OFFICE OF THE ATTOURNEY GENERAL OF THE STATE OF NEW YORK TO FILE A FORMAL COMPLAINT i WILL TELL MY STORY To EVERY PERSON WHOM I ENCOUNTER. I WILL BE ON EVERY MESSAGE BOARD, EVERY BLOG AND EVERY CHAT ROOM Regarding THIS MATTER AND THE WAY IN WHICH J P Morgan Chase HARASSES ITS BEST CUSTOMERS. I CAN ONLY IMAGINE HOW I WOULD BE TREATED IF MY CREDIT RATING WERE LESS THAN STELLAR. No call back from auto finance, no apology for this illegal activity. I am certain that with my contacts I can turn this debacle into a great human interest story in various media outlets. I have records of every conversation and every letter, MOST RECENTLY WITH THE EXECUTIVE OFFICE. IN THE INTEREST OF YOUR ORGANIZATION AND ITS' REPUTATION I URGE YOU TO RECONSIDER YOUR INFLATED FEES AND IMPOSITIONS. A formal letter of apology should accompany this waiver of said fees and impositions. Thank you for your time, |
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I have 2 credit cards with them and they've been OK to me. There was one time after I bought a big screen TV that they froze the card, but one call cleared that right up. Be nice to the customer service folks, I used to work at a Help Desk and the nicest people got the best service, trust me. Raising your voice does not help. Asking for a supervisor often puts them on the defensive, so they may do less - it's a risk to stick your neck out for a client at that point. Trust me, be nice! 
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Replying to: ateixeira (Aug 12, 2008 7:28 am)
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Replying to: lilbluewgn02 (Aug 12, 2008 11:09 am)
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Replying to: volkov (Aug 12, 2008 12:38 pm) -mike
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Replying to: paisan (Aug 12, 2008 6:30 pm) Trust me, the people who can help you are human, and they'll be far more motivated to do something if they like you and think you may pay a complement to their supervisor for your efforts, vs. complaining. Back in my Help Desk days, there was this nice lady that always used to bake us cakes. When she would call, we would trip over ourselves to see who could get to her first to help her. She got the best service, period. Better than any manager or VP. When the "complainers" would call, we'd all look busy and try not to be available. Whoever drew the short straw would have to go help them - at their risk and perile. They got the worst service, and reluctantly! I can't emphasize this enough - BE NICE to the customer service folks. I believe paisan has been in that position before, so he would likely understand.
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Came across this pic:
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...time-lapsed to a few minutes. http://www.rally.subaru.com/timelapse.html Bob
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