I feel as though I need to share as it's left me feeling - abatayeh
I feel as though I need to share as it's left me feeling swindled after my Outback was in their shop for over 3 weeks.
Originally on March 19th, 2024 I had brought my 2012 Outback in for service. I advised Jordan of a water sound coming from the dash. He informed me that the technician would test the system and if there was any issue (including head gaskets) they would be able to diagnose it and get word back to me. I let him know before leaving I tried burping it myself and where I thought the problem might be on front driver side (which turned out to be exactly where it was originating from).
Fast forward to March 27,2024 I was given the vehicle back with these notes:
"Technician performed cooling system leak test-states no leaks at this time-technician tested headgaskets and vehicle staying at operating temperature. Technician found air in cooling system-technician burped system to correct clients concern. Road tested to verify repairs. Complete. (39 - Nick *****- M284555)"
While picking up the vehicle I had noticed coolant on the lower engine cover but was told that was due to having the system burped - then drove home with no issue (5 miles). On March 29th, 2024 I needed to help my father move a storage unit and drove 35 miles there and back to get it done. Half way home my engine dash light came on due to overheating and had to tow it 15 miles back home.
I returned the Outback to Hodges 2 days later and was told by Jordan there were blown welds on the radiator, and that the head gaskets have now failed. The repairs to try to undo what was done start at $3000 and would increase as they found more things wrong. Asked about the pressure test and how that would of failed on blown welds? After that he let me know he had miscommunicated in the email and there were not blown welds on the radiator and that this was due to a head gasket failure the whole time. I'm not sure how all of this this would have gone unnoticed with the tests that were performed according to the notes 2 days prior. Especially when a head gasket test was specifically outlined in the work order.
After speaking with the service manager Greg I was told there was nothing he could do and that this has now gone from a $500 repair to now a new engine is needed. After I had admittedly lost my temper and started leaving - was approached by Jordan and was told I needed to remove my vehicle right away or they would have in impounded. Luckily I was able to talk to Greg (basically forced to shake his hand) again and have it picked up the next day. They understand they have you at their advantage and it absolutely shows.
If this was all found on the original diag it wouldn't be so personal - but the way this was handled was borderline criminal. I'd advise if you do decide to come here to document absolutely everything. I'm now looking at a new engine and maybe some time in small claims once I get the invoice for the new engine.
Thank You Hodges Subaru.
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