My sales experience in purchasing a pre-owned vehicle was great! So it only seemed that this positive experience would continue when it came time to have my vehicle serviced. Unfortunately, I'm sad to say this was not the case. My front bumper was to be fixed as it was separated from the frame and a protective clear coat & shampoo was to be done. My service advisor, Andrew Lawrence, told me bring in my vehicle the next day to have everything done. I live in NW Phoenix and since the service center was approx. 40 miles away in Chandler, Andrew offered to give me a car rental if I didn't want to wait. Since their service center had everything that I needed in the way of amenities and a variety of seating areas, I thought I'd be comfortable enough to wait it out. After about 3 hours Andrew told me that my vehicle was done, but the bumper needed a part that he couldn't get in until the following day. I was flying out of town the following day so he told me that when I returned from my trip that if I brought it in again, he would give me a rental car. When I got back in town, I drove my vehicle back to Chandler that morning to have the new part put in to correct/fix the bumper. I was called at the end of the day to pick up my vehicle. When I picked it up, to my surprise, the bumper clearly looked as it did when I originally brought it in. My service advisor, Andrew, tried to push in the bumper by hand and say that it was ok and it was the best they could do. I couldn't believe that the job had not been completed with the length of the time they had had my vehicle. After seeing that I was clearly not happy, Andrew said, "give me five minutes and let me have my technician look at it." When he returned, I could tell by the the look on his face that his technician was unable to just fix what supposedly took 3 hours, could be done in just five minutes. All of the apologies that Andrew gave didn't help me, as I knew that I was going to have to once again make another 80-mile round trip back for repairs. Once I got home, I left a message for the the Director of Service, Gil Watters, and expressed my disappointment of how this repair couldn't be done after supposedly ordering a specific part and having my vehicle twice and driving so far. Mr. Watters told me that I would have to bring the car back so that he could "make it right." When I expressed my unwillingness to make the drive again, he said, ..."I live just north of you and I make the same drive everyday to work!" I don't think this statement was appropriate to make to a customer and it had nothing to do with the fact that a service was not done after having my car brought in twice. He then said he would have to have my vehicle again to take it to an outside body shop, and he didn't know how long it would take. He said that for the trouble he would give me a rental, fill my tank with a full tank of gas and have it washed. He apologized for the inconvenience and reassured me that the repairs would get done. I drove my car in and dropped it off with Andrew again on a Monday morning. After two days of hearing nothing, I decided to call Mr. Watters to get an update. I received a call back from Andrew stating that my car would probably not be ready until the end of the week - and that he would call me when it was ready for pick up. At the end of the week, Friday midday, Andrew said that my vehicle was all set and ready to go. I was excited to finally be picking up my "new" vehicle that I had been away from, and finally would have repaired. My service advisor, Andrew, met me when I pulled up and stated that everything was done. He checked to make sure that the rental was filled with a full tank of gas as he asked me to do upon returning the rental (by the way the "free" tank of gas really wasn't considering that I had to fill up the rental), and handed me my keys to my vehicle. I went directly to the bumper to check it out, one side looked good but the other side was still separated. When I yelled, "are you serious?" Andrew knelt down and was mumbling about how when it arrived it didn't look like this. He then began trying to push the bumper in by hand. I told him that this was unacceptable and he agreed. He left to go inside and when he returned, he told me that Mr. Watters was conveniently not available and that he was "sorry" and gave me some excuse about it being the body shops fault. He also asked me if I could bring the car back in so that he could "take care of the repair to make it right!" I told him that he had my car more than three times to make it right and if it wasn't done now, he wasn't getting my car again. I asked for the "so-called" repairs to be printed up on a receipt, which he did and he attached Mr. Watters card and the body shop's card to my receipt. Andrew then told me that I could contact the body shop since they didn't do the work.
What I don't understand is how a reputable company can tell you that your vehicle is repaired when it clearly is/was not. Is there not any accountability or responsibility on ANYONE'S part to make sure "THE JOB" IS done right?! I will not allow Chandler Subaru's Service department to touch my vehicle again. This is a shame because the service department made what was a positive buying experience a negative one! :(
A Not So Happy Customer
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