Heard from Subaru corporate via voice mail on April 1st, said they would revert on Thursday April 3rd- To date no word back.
March 26th, 2014
Mr. Takeshi Tachimori
Chairman, President and CEO
Subaru of America
2235 Marlton Pike W
Cherry Hill, NJ 08002
Re- Invoice # 18343-
Dear Mr. Tachimori,
In all things having to do with business and in fact life, we rely on an element of trust. We make a contract, an arrangement for services. I pay you this, and you agree to provide that. In almost every human transaction we allow trust to rule. I hope you will agree with me that when that trust is threatened we are in a dark area, one not easily recovered from.
On March 21st, 2014, I brought my 2010 Subaru Outback to Koeppel Subaru for 4 new tires as well as an alignment. The cost of the service was $858.14.
I picked up the car that evening and immediately sensed something wrong. The tires were all new and in great shape but the car was handling in a sluggish way. As I was on Northern Boulevard I credited the road for the issue. That evening my wife and I drove up to the Catskills, driving mainly on I-87, the New York Thruway, and found that the alignment had not been done, or had been done very poorly. In fact the car was veering to the left and then to the right.
The next morning, Saturday, I spoke with the service advisor Miguel Enriquez. I explained that in my opinion that the alignment had not been done. How else could one account for the constant veering to the left or right? Miguel seemed to feel that the alignment was done, and in fact offered that he saw them do it. As far as I understand the alignment was not done at the Subaru dealership, but at a trusted partner.
On Tuesday March 25th, I brought the car back to Koeppel Subaru, where once again I was told that the alignment had been done; however, they were going to fix it. At 3:06PM, I received a call from the Service Advisor. They took the car to yet another shop and found that there was indeed something wrong with the initial alignment. That evening I picked up the car, spoke with two more folks at Subaru, who still insisted that the alignment had been done, even after their foreman drove it and then brought it to another vendor for an alignment. What strikes me in all of this is not once did anyone offer an apology. In view of the circumstance I would have thought that was the least they could do.
My wife and I love our Subaru; we hope it will be our last car. We tend to it with great care and have placed our trust in the service schedule prescribed by Subaru. At this time I have lost faith in Koeppel Subaru. I feel that they have stolen my money, and they have lost my trust.
In the future I sincerely doubt we will purchase another Subaru, to do so would be an invitation to the shoddy service I have received so far.
CC- Thomas J. Doll – Executive Vice President, COO and CFO-Cherry Hill
Service Manager Koeppel Subaru-
Miguel Enriquez – Service Advisor Koeppel Subaru
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