My experience with this dealer (Ontario Subaru) and the Subaru company has been a total nightmare!! At first it was great, when the service manager was Mark, but then he was fired and I got Zack. Whatever I asked for, he said NO! Nine times… I counted… I was so shocked! So I pretty much stopped bringing my car in… for about a year! One day I noticed my window washer tank was hanging down (I think I had mentioned this to Zack, as one of his “not our problem” NOs), so I drove to the dealership and met Brian, who was adamant that everything was my fault. When I took him out to my car, he threw his hands in the air, yelling about the condition of my car (which I thought was pretty good) and he wasn’t even looking at the problem. When I finally showed him the tank hanging down, to my surprise, he just grabbed it and started yanking. This went on for 10/15 minutes, till he finally got a mechanic who unbolted the tank. On the drive home my air-conditioning went out. I called Brian, who was adamant that I should take my car to “a private shop”… this while my car was on warrantee. I insisted on bringing it in… and met Zack! He stamped “WAITING” on my form and three and a half hours later told me they had to order a part (I have no doubt it took the mechanic 5 minutes to figure this out)… but wait… he had to do paper work with a mechanic, so I had to wait another 30 minutes!! On the way home, I noticed a clanking sound coming from the right front suspension. When I came in for the AC part, Matt determined there were some broken bolts there, and if I waited he would fix them. Great! When I came back (from “Starbucks”) he showed me the replaced bolts and bushings and pointed out that a stud from the frame, which should be solid and rigid, had come loose and I should “get someone to weld it… but everything was fine!” On the way home, it did not feel fine, and in the driveway, the same clanking sound appeared! (I called Primitive engineering, where Paul was good enough to describe that the nut on the frame that held the stud was bad!) I called and got Jerry, the first grownup in your service department! (My perception of your service dept. is of an elementary school, where I’ve been sentenced to take abuse from all the children. Zack’s NO NO NO and making me wait an extra half hour is just 6 year old behavior!... not to mention Matt’s “everything’s fine". Rude? You bet!)
Jerry said to bring it in, and the ride down there was scarier then going over a waterfall in an inner tube (I know).
Now they’re supposed to be welding it up, though I called Matt and he put me on hold for a half hour, till I hung up.
I explained all this to salesman Vince and to the follow-up secretary (“I’ll sue, I’ll sue”) but heard nothing. I thought of stopping payment, but they said “Fine, that’s the banks problem!”… Though I guess it may still come to that!
This was my first new car, at the age of 70. I live in the sticks and must have a car, so now I’m renting another! (Loaner?… just gave it out!)
I thought this was going to be my plea to Subaru for help, but I see it’s also going to Ontario Subaru… so I say to both of you, HAVE SOME INTEGRITY!!
THIS WAS THE EVALUATION I SENT TO SUBARU CORP. AND SUBARU ONTARIO-PRAY FOR ME!