In July of 2015 I purchased a 2015 Forester that was a former Demo vehicle. I had an exceptional experience when I purchased the car through my Sales Consultant Terence Hendricks. Even though I live in NJ, I prefer to service my car where I purchase it, so for the last three years - when service became due I would drive to Doylestown to have work completed (about 1 hour from my home).
On July 25th, a number of warning lights illuminated on my dash. I was alarmed and worried that driving the car would ruin it. I called Fred Beans and was told that most likely it would not be a problem to drive the car. I scheduled a service appointment for July 31, 2018. I dropped the car off on that day and was provided with a courtesy loaner which I appreciated. Via phone I was told that my car needed an new alternator - I thought it was odd that a 3 year old car with only 12,700 miles needed an alternator, as I have been driving for 50 years and NEVER replaced an alternator on any car in the past. However I was covered by the Certified Pre-Owned Warranty that I purchased when I bought the car, so my expense was limited to a $100 deductible - with a total bill of $162.60. I was relieved that it was nothing more, and took a friend with me for the hour drive to Doylestown to pick up my car.
On my way home from Doylestown, the Air Conditioning suddenly started to blow hot air and then all the warning lights came on again.. Then the car died - no engine, no steering - all on a two lane road during the evening rush hour. With the help of my friend I was able to push the car to the side of the road as far as possible. (I'm a 68 year old woman who is 4'11"and 130 lbs).
We opened the hood to see what was wrong and saw pieces of rubber all over the top of the engine. My friend stated that a belt had broken. I called Subaru Roadside and after 30 minutes the rep finally arranged for a tow. After waiting 90 additional minutes the tow truck finally arrived - but the hydraulics on the truck did not work so the driver had to leave and get another truck. About 75 minutes later he returned with a functioning tow truck and my car was finally ready to be towed.
So about 5 hours after leaving Fred Beans and after standing on the side of the road on an 86 degree high humidity day, my friend and I arrived at Flemington Subaru. The staff at Flemington was great - the service department had already closed -but the sales staff assured me that my car would be well taken care of.
The next morning, I called Fred Beans to tell them what had happened. I was determined to get a refund for the cost of the "repair" that stranded me on the side of the road for hours immediately after leaving their dealership. I spoke to the Service Manager Ed, who never once apologized for my inconvenience and told me that they would have to determine whether or not it was their fault. My question to Fred Beans is"what was there to determine" - you replaced my alternator and obviously didn't properly adjust the belt after the installation. Ed did call me back to say that he spoke with Flemington, and that he would get back to me after their technician looked at my car.
Well II picked up my car from Flemington on Friday, August 3rd and haven't heard a word back from Fred Beans. I find this TOTALLY UNACCEPTABLE. Needless to say, Fred Beans has lost me as a customer - I will not return for service and will no longer recommend them to my numerous friends and family members who reside in Bucks County. I would hope that after such a major inconvenience ON MY WAY HOME from their service department that they would at least provide me with a refund for this disastrous service experience.