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Subaru suing CA dealership for alleged false customer surveys

Whenever you buy a new car from a dealer these days or sometimes even go in for service, you can expect to fill out a customer satisfaction survey at some point down the road. The responses are actually quite important to showrooms because automakers require the businesses to keep things at a certain level or face penalties. However, a Subaru dealer allegedly found a way to game that system, at least briefly, and now the Subaru of America has filed a lawsuit in US District Court for breach of contract. South Coast Subaru in Costa Mesa, CA, reportedly falsified 224 customer satisfaction questionnaires in 2014, according to Automotive News. The scheme wasn't that hard to figure out, though. All of the faked surveys were allegedly submitted through the IP address of an Acura showroom managed by the same dealer. Under normal circumstances when someone buys a Subaru, the dealer is supposed to collect the customer's email address and submit it to the automaker. However, South Coast allegedly presented false addresses, and then managers had employees fill the forms out during lunch. Subaru claimed in the suit that by doing this the dealer harmed the company's product reputation and its goodwill among customers. "Defendants prevented Subaru from discovering the actual customer satisfaction level of Subaru retail customers at South Coast Subaru by providing sham customer surveys to [Subaru]," the complaint said, according to Automotive News. Related Video:

Subaru forecasts 540k US sales in 2015, 940k worldwide

In the past few years, growth for Subaru in the US has only been rocketing upward. The company went from selling 336,441 cars in 2012 to 513,693 in 2014, easily beating its own forecast. In fact with a 21 percent gain, the region was the automaker's largest expanding major market worldwide. The brand sees no reason for the strong inertia to stop in 2015 and thinks it can do even better. It actually looks like North America is going to play an even more important role in Subaru's future. According to the company's 2015 forecast, Japanese sales are expected to fall eight percent this year to an estimated 156,000 units. Meanwhile, growth in the US is estimated to climb to the tune of about five percent to a total of 540,000 vehicles. Canada should help things with a seven percent boost to 45,000 cars. The numbers mean that of the automaker's record 940,000 forecasted sales in 2015, roughly 62 percent could come from North America. To cope with the growing demand, Subaru intends to boost worldwide production and build 920,000 vehicles in 2015, an all-time record of it happens. Further out, the company's SIA factory in Indiana is getting an 18,000-unit expansion "during the first half period of FYE2017" to keep up with Legacy and Outback orders. Clearly, Subaru intends to gain even more ground in the coming years. Read below for its full forecasts. FHI Announces Production and Retail Sales Plans for CY2015 Automobiles Jan 16,2015 Tokyo, January 16, 2015 - Fuji Heavy Industries Ltd. (FHI), the manufacturer of Subaru automobiles, today announced its annual production and retail sales plans for calendar year 2015. 1.Production (Units in Thousands) 2014 Result '14 vs '13 2015 Plan '15 vs '14 Japan Production 696 +9% 700 +1% Overseas Production *1 193 +14% 220 +14% Global Production 889 +10% 920 +4% < Japan Production > In prospect of strong sales of the new Legacy and Outback being launched worldwide, Japan production is projected to be 700,000 units, which will be an all-time record for the 3rd consecutive year. < Overseas Production > With expected high demand for the new Legacy and Outback, overseas production is projected to be 220,000 units, which will be an all-time record for the 2nd consecutive year. < Global Production > Global production is projected to be 920,000 units which will be an all-time record for the 4th consecutive year. 2.

Hyundai, Genesis, Subaru warn their dealers about markups

Six weeks ago, word got out that Ford's VP of sales for the U.S. and Canada wrote one of those "It has come to our attention..." e-mails to the automaker's dealer body. The VP's problem was dealers trying to get reservation deposits for the Ford F-150 Lightning well above the official $100 fee. The tomfoolery resulted in interactions "with customers in a manner that is negatively impacting customer satisfaction and damaging to the Ford Motor Company brand and Dealer Body reputation." Two weeks later, GM told its dealers to cut out the reservation gaming and the markups on the 2023 Chevrolet Corvette Z06, banditry that's been going on for two years. Two weeks ago, Ford was back at it, this time about markups on the Bronco. Last week, Asian automakers swept into the melee, with Hyundai and Genesis, Subaru, and Infiniti writing letters to their dealers to deliver some variant of, "Stop pissing off the customers." Automotive News reported an SVP at Hyundai Motor America and the COO at Genesis Motor North America sent letters to their dealers expressing disappointment at "certain pricing practices which, if left unchecked, will have a negative impact on the health of our brand." One of the practices mentioned was dealer markups, another was the bait-and-switch, with dealers advertising one price then charging a higher price once the customer showed up at the lot. The letters acknowledged that dealers are separate companies to the automakers and have the right to set their own prices. The automakers cannot interfere with that; their leverage is distributing allocations and perks such as advertising support and financial incentives. So, like a movie boss letting the protagonist go on a technicality, the brands wrote, "we cannot stand idly by watching the actions of the aforementioned dealers undo all the efforts we collectively have put into making these brands what they are today." Jalopnik got tipped to a letter Subaru of America CEO Thomas Doll sent to that brand's dealers. Doll's polite yet insistent tone was the result of a letter a loyal Subaru owner sent to the automaker's VP of Customer Advocacy. In the market for a third brand-new Forester, the owner said they encountered a "tax" labeled a "Low Inventory Surcharge" of as much as $6,000, putting the Forester out of reach.