The service center would rather jeopardize their entire reputation over one single bolt they failed to tighten completely than to admit to their wrongdoing/negligence and do right by me.
** condensed version ** - this dealership took my car in for service. When the repairs were not completed as requested (clunk in steering), they refused to work on the car any further due to aftermarket parts which had already been installed on the car before they ever set hands on it. Ended up fixing it myself by simply tightening a bolt that holds the steering rack in place - something they lied about having done (see invoice) as the bolt was a full turn loose and was the single source of the loud and easy to diagnose noise (before/after video linked at bottom). Have since called back and they do not intend to issue a refund despite being forced to diagnose and fix this issue myself. An issue that they caused and left unchecked even after it was explicitly stated in my work order that they did check. Two different technicians worked on the car on two separate trips. The first technician couldn’t be bothered to properly install my steering rack and the second couldn’t be bothered to even check the steering rack mounting bolts.
Would not recommend this service center to my worst enemy.
Brought my 2011 WRX here when my steering rack started leaking and making bad squealing noises. I made my concerns clear to the service advisor Amanda that it had this leak and noise, in addition to a clunking noise that happens only when the wheel is turned to the left.
Upon having the steering rack replaced, I noticed that the clunking noise was still there and continued to worsen since then. Perhaps the clunking noise I described was lost in communication (I had dropped the car off the night before and described my concerns to her over the phone the following day). Regardless, I brought it back to them because the invoice claimed the car was returned to me "within safety specifications" and I disagreed.
When I returned here to have the source of the sound inspected, they kept the car for ~5 hours just to tell me that they weren't willing to work on it because of "aftermarket racing parts" that have been installed since before they ever touched it. The aftermarket parts were just fine until it became convenient for them to use it as an excuse not to complete the repair of my car. This could be a legitimate excuse, but only if they had made this clear to me BEFORE THEY LET US SPEND $1,300 IN PARTS/SERVICE. You can't have it both ways.
They claimed that the sound is coming from my aftermarket suspension because it has gone bad. I did not believe this excuse from the moment I heard it and I took the soonest opportunity to get the car up in the air myself to find the source of the sound/vibration.
One of my favorite parts, though, was how the service advisor wrote in the invoice that there was a disconnected suspension component in the rear of the car (it's been reconnected - not the source of the sound) but chose not to disclose that to me verbally when I picked up the car. In the invoice that's what they described as the source of the clunking sound I'm experiencing. However when I talked to her about it when picking the car up I was told it was the aftermarket suspension as I have been describing. ?????
Thank you Amanda Luchini and John Hine Subaru for leaving me stranded to diagnose and fix this issue on my own when it was not mentioned until after you worked on my car that my aftermarket parts would effect your willingness to stand behind your work.
The following day from writing this review I got under the car again in order to see if the inner tie rod boot was torn before ordering the parts to repair it myself. On my previous trip to this dealer when they refused to work on it, they claimed to have checked all of the fasteners to the steering rack and verified that they were within the factory toque spec(see invoice). They had given me no reason to trust them to this point so I decided to check them myself.
Found a steering rack bolt a full turn loose that has been the source of the sound this whole time. I included a photo of the bolt they left loose & a video from last night before and today after tightening it showing the sound is gone. When the rack was replaced the technician did not tighten one of the bolts all the way. They either lied to my face and denied service on my car over a loose bolt or they were too incompetent to diagnose it. Also included videos of before and after tightening the bolt (videos taken yesterday and today). This sound was incredibly loud and vibrated into the cabin. It should not have been this difficult for them to diagnose and they should not have told me they checked the steering rack fasteners when they clearly did not.
See my yelp/google reviews of this place to see a before/after video. Not allowed to link here.