We dropped off our Outback to have the airbag replaced under the recall on a Thursday night so we could pick it up after work the next day. They said it would take two hours. When we called on Friday at 3, they said it wasn't done and that it takes 10 hrs. I don't think so! 2.5 hrs later they said it was done so we went to get it.
Upon inspection, the previously immaculate dash now has large gashes in it in more than one place, and just like previous reviewers have said, they tried to sneak it past. No one pointed out their damage or mentioned what they were going to do about it. My wife had to confront them. And, by the way, the dash feels funny now. I mean squishy and rubbery. I'm not even certain it's the same dash the car went in with anymore but I could never prove that. But it sure did undergo a strangle transformation over night.
After we pointed out the sticky, rubbery feel and the gouges....well NOW they say there's a recall on sticky dashes and they're ordering a new one that will take 6 months to get here. No mention of that BEFORE we pointed out the damage they did.
I have several Subaru owner friends that have all said the same thing about the Gilman service department......they won't let them touch their car. Add one more to that list.
The wife went in the next day and talked to the service manager about our concerns. He apologized, had the car cleaned and located a new dash in Dallas to have sent here so we have a new dash in a week instead of 6 months. So they're attempting to make it right and I'll give them credit for that. I'm still not happy with how things were handled upon front or with the quality of the work done the first time.
Final words: So, we now have the car back after the put in the new dash. My wife is more than happy. They gave her a loaner, detailed/washed the car and filled up the tank to boot. So, in the end, they resolved the issue in an exemplary manner. I do want to say that I'm still very unhappy that we had to jump through the hoops the get the results we got; they should never have tried to pass off the terrible job they did in the first place. So I'm leaving my original ratings the same based on that. But it appears that if you complain to them about terrible work, they'll do what they can to fix it.