My g/f Stephanie bought a 2017 Forrester from Elk Grove Subaru early fall last year, right when the 2018s were hitting the lot. Since we went with a referral from the "Car Pro" radio show, we got to work with the sales manager (Mike Carlson), and THAT was the ONLY good part of the whole experience.
The problems started with the finance office. Apparently paperwork is a bit too complex a concept for them there. Odd considering that's what the office handles...
Snark aside, the facts: It took 3+ weeks to get a simple windshield sun screen and rear cargo area cover to start with. If that was all, I'd say no big deal. NEXT, we take the car in for window tinting that we'd paid for when we bought it. We specifically told the finance guy that we wanted 35% tint, as we'd be traveling out of state and wanted to keep it legal. Instead we get it back with limo tint. It was a little difficult to see out the back during the day, and impossible at night, esp with the auto darkening rear view mirror. The service department's initial response was "It's legal tint level in CA, so deal with it". I had to intervene on Stephanie's behalf and threaten to drag them in front of the Bureau of Automotive Repair for their sloppy paperwork (BAR is... strict on proper documentation), hint that there would be lawyers involved as well, and threaten to stay on the phone with Subaru corporate until the issue was fixed.
NEXT, we were also getting a paint protection and warranty package. They applied the extra protective coating right over a blemish in the hood, and a small chip on the edge of one of the doors. The closest we've gotten them to dealing with that so far is just admitting it could be fixed by removing the coating, buffing out the blemish and then re-applying the coating. We pretty much gave up on this issue a month or so later when it became obvious they had no intention of honoring their warranty. *cough*BreachOfContract*cough*
At 6000 miles, we took the car in for a scheduled oil change and tire rotation. ALSO an extra maintenance package we'd bought. We came in with a scheduled appointment and it still took 3 hours to do a job that the industry standard labor guide says should take 1/2 hour. The joys of having a retired ASE certified automotive technician as a service department customer, LOL.
Earlier today was the FINAL straw for both of us... Yesterday, we picked up a good sized wood screw in our right rear tire. We made it home safely before the tire went flat. Stephanie called Subaru Roadside Assistance to report the flat. THEY were great. Said it had to go to a dealership, but that it was covered with the roadside assist and tire warranty package she has,and we arranged to have it taken to the dealership in the morning. The tow truck company showed up early (very nice, professional driver), hooked the Forrester up and got it to Elk Grove with no problem. One female employee takes the initial info and says a service writer will be with me in a minute or two.
In the mean time, the tow truck takes off. His job was done as far as we both knew. A few minutes later I'm informed by a service writer that they don't do flat repairs, only tire replacement and to take it down the road to the local tire shop. He refused to look at it, have a tech put the spare on it or EVEN ADD AIR TO THE TIRE so that it was safe to take down the road. I asked him what the xxxx we'd paid good money for the tire protection plan, and he gave me some smartass remark about replacing the tire if it was blown out, then walked off ignoring me.
The lack of common sense and opening to potential legal liability had I been in an accident was amazing in itself. I took it down the street and got air in the tire at a gas station, then took it to America's Tires where we usually do business with. THEY told me that the screw had gone thru at a BAD angle (nearly sideways) and had damaged one of the steel belts in the tire. Ergo we needed a NEW TIRE! Exactly what Elk Grove Subaru said was the only thing they did AND they would have known had they bothered to take customer safety and satisfaction into account and actually LOOK AT THE FLAT!
We will NEVER EVER use Elk Grove Subaru for so much as a windshield cleaning or bathroom stop again, much less service or another car purchase. My advice is to go ANYWHERE else.
Subaru corporate has been great, and we've enjoyed the vehicle, but the dealership is a nightmare.