Transmission hell... shady dealership.

[glassjaw]

I know this is in Drivetrain as well, but since it was more than just transmission related I thought it should be here too.

A month and a half ago I was driving some less than perfect roads, resulting in a rock contacting the engine and transmission oil pans. I had to get the car towed home, and spent a few hours replacing the oil pan (I have a spare engine... finally came in handy!), and leaving the sealed, but badly bruised transmission pan in place. The towing bill was insane because of the area where the car died, and I simply could not afford to have it towed directly to a dealership. My insurance company paid for this, but I must pay first. For the record, this is my first claim in 6 years of driving.


The transmission was buzzing and slipping, I knew something was hurt. I drove the car to Kinley's Subaru on Lycoming Creek RD, Williamsport for service. They were told to wait for the insurance aduster to come, and then examine the car with this person. They decided to look at the car themselves, and inspect nearly everything on it... telling me I needed new brakes, steering rack, struts, half shafts, and that the damage to the transmission WAS NOT related to the accident, the pump just happened to go bad, and that my 92 Legacy was not worth fixing. I was very upset at this point, because the car was running EXCELLENT before the accident. Not to mention that I replaced the pads and rotors about 3 months ago... they were not in need of service. A few days later the adjuster arrived and did not even bother asking the shop to take the pan off because they said "There is NO WAY this damage is related to the transmission failure." and the adjuster took their word, and deciding the insurance company would not fix the transmission. Then it gets worse...

The rental car I have is also from Kinley's Subaru, so this whole time I am just adding up tons of money on this, with my insurance only paying 80%. I managed to get the insurance company to go back out and look at it with the pan off (I did my homework and contacted three additional dealerships, all stating that if smashed the right was, the pan could be pinching off the filter screen, acting like a bad pump). It took the insurance company over a week to get there the first time, two days late in fact, and an additional week to get them out a second time. I have State Farm, I expect a bit better than this. I had also contacted the insurance company to let them know that I was taking my car to a different Subaru shop. I called Kinley's to let them know that I was coming to pick up my car, and they told me I owed them a $51 "release fee". WTF??? They did NOTHING to my car, I never told them to look at it, and the only thing I got from them was a headache with the insurance when they said my damage was not related to the accident. I told them I was not paying that, and I would be down to pick up my car anyway, using a spare key, I drove the car away. At the next shop, they put the car on the lift and said right away they they have no doubt the filter was crushed, cutting off fluid. They adjuster went to the wrong shop that day, and came back out the next day to the proper shop... great communication in that company! Anyway, the shop was going to drop the pan with the adjuster there, and show him the damage... but when the adjuster came, he said "Don't bother, were are going to deny this, it is not related.", because Kinley's a Subaru dealership said so. Now this is weeks later, and I am still with a rental. I called the insurance company to find all of this out, later that day. On the same call they told me the claim was denied, and that they would not cover ANY bit of my rental past the first week, since it was not related to the accident! I was getting all kinds of pissed off at this point. Not only were they not fixing it, but I "owe" Kinley's for service, and they rental car fee is in the $500 range at this point! I called my father who has had this insurance for many years longer than myself and asked what he thought of this matter. He too became angry and called the local agent, along with myself and wondering why I was being denied my coverage. The agent was saying things like "well, they are out to many money" and "he is a young guy with a higher mile car". Finally we told them that we would be finding new insurance if this did not get checked again, WITH the pan off. They finally agreed to this, and sent a NEW adjuster out, and looked at it with the pan off. Yesterday, they gave the OK for a recycled transmission after looking at it, and seeing that the failure was from the damage. So now, weeks later, I am finally getting my car fixed. The rental was returned days ago, because of the insurance not extending it. I am now without a car to drive, a still large rental bill, $51 that Kinley's will not be getting... weeks of stress, and not one apology. Yesterday, I went to Kinley's to speak with the general manager, and he told me he needed to hear the "other sides" again, and got me rather angry, and he told me to leave the property. This is not a "sides" issue, I am presenting nothing but fact here. He told me they would take me to court over the $51, and I told him to pack a lunch.

What do you guys think of all of this? Who is more at fault here? Do you think I should fight for compensation for things beyond just the money lost?

[JasonGrahn]

I think when someone tells you to get off their property, you've done something to make them more the just a little frustrated. I'm curious to hear the exact converations you've had with these people. I'm positive they aren't the most pleasent.

However, barring that, the insurance company should have looked at the screen the first time and should cover at least some of the rental costs.

Do you have a log of dates and issues you encountered on those dates? conversations that took place? Using a log such as this, you may want to go above the manager of the local state farm office you deal with. Contact a regional or national office.

Don't threaten the local office, don't tell them what you're doing, just go right above them and let it come down.

[glassjaw]

He told me to get off his property after I asked for the owners contact information, and he refused to give it. I stood up and demanded it, and that is when he told me to leave.

I have everything recorded. I did not deal with the agent except where I had mentioned, the whole State Farm is strange, I was a giant game of phone tag...

[JasonGrahn]

https://securemessages.statefarm.com/gu ... CLAIMS.ASP
Once a day, every day, until you get visibility from people who can make decisions.

http://www.statefarm.com/contactc.htm
Once you have names of people that matter, mail each of them a letter.

But demanding is not something you can really do and expect a positive answer in a situation like yours. A much easier route is to call the local business authority and ask who the owner is of the company. OR even call the dealership pretending to be a happy customer and tell them you want to write the owner a great letter about your best dealership experience evar!

[evolutionmovement]

Good ideas. I also recommend pleasantly hounding people - they will try to help you just to get you off their ass.

Steve

[Tleg93]

I've been to Kinley's many times. In fact, my father bought the first Subaru they ever sold about 40 years ago. Anyway, back to your story. I don't care for the service manager at Kinley's one bit. I also don't care for the other service or parts guy named Rod too much either. They both have attitude problems and act pretty aggressive too. They are never willing to work with you at all. They also have the highest labor rate of any Subaru shop around. I know another board member who will vouch for this too. They are a little shady, I agree. I would avoid Kinley's and I have told them as much in the past. That shop used to be a good place to take your Suby but the new managment has ruined that place in my opinion.

I think that if what you said is true then you are in the right. I would recommend that you take your car to either AR Kinleys or Williamsport Auto (Subaru garages) and talk to them. Generally speaking these place give a fair shake. Avoid Kinley's at all costs. However, I would try to avoid going off the deep end with the main Kinley's dealership because it's like beating your head up against a brick wall. Look at it this way, you've been burned once, don't get burned twice. If your car's in ok shape I can't believe they told you to scrap it. They were probably going to try and sell another one. They like to do that to young guys whom they assume aren't privy to their sales plots and will whine to mom and dad that they need a new car.