My Review Of Subaru of Jacksonville:
Worst experience ever. My "check engine" light comes on Saturday of a holiday weekend. On Tuesday, I take it in. Turns out my Turbo went out but since I kept driving it through the weekend, it made the turbo blow which shot metal scraps into the engine... blame was on me for continuing driving. Warranty wouldnt cover the cost because I did not have proof of oil changes EVERY 3,000 miles. So they expected me to pay over $8,000 out of pocket. I cant afford that. So, I pick up my car, and a shoe is missing, just one shoe. I called and asked what could have happened to it. Sarcastically, they kept saying "I highly doubt our service men would steal 1 shoe" or "We can look through the security tapes to see if someone broke in and stole it." Why cant they admit they lost it and replace it. They werent $20 shoes, these were $100 Nike running shoes... only worn a couple times! Long story short... they treat you like a child. They lost a customer today.
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Subaru of JacksonvilleAdded:
2/21/2012 11:01:57 AM
Thank you for your review. At Subaru of Jacksonville, we are committed to providing excellent customer service at every turn. Our Service Department is a 5 Star Rated service department, with more Subaru Certified Master Technicians than any other dealership in the State of Florida.
We are a family owned business and do our best to please every customer to the best of our ability. In this case, we regret that we were unable to assist this customer. Her car was under warranty and had over 50,000 miles on it. During that time, she was only able to produce proof of three oil changes. The problem with her vehicle was due to lack of maintenance on the car. Subaru of America administers the warranty, and the warranty clearly states that the oil must be changed every 3,750 miles in order to remain under warranty. If she had missed even five or six oil changes, Subaru of America would very likely grant an exception, but they cannot be responsible for a fix like that when a customer has clearly not taken care of his or her vehicle.
As far as the shoe situation, we have never had a theft reported for our service department. Of course, we would never steal or purposely lose someone's shoe.
Again, customer service is our number one priority. Our service staff, Service Manager, and even our Owner tried to appease this customer but at times, our hands are tied. When it comes to owner negligence, we can not go over what Subaru of America's standards are. We are still open to attempting to resolve this issue with this customer.