My experience with Landers was the first time I've ever walked out of a Subaru dealership completely screwed over.
I brought an STi Limited in with issue dealing with this cold season- a faint power steering whine, the ignition not always catching first try, and a dead key fob battery. The dealership requires an appointment, so one was scheduled on a Thursday, 12/3, with Jordan Rodgers. I drop the car off at 7:35 AM , leaving with a rental car and a return date scheduled for the next day, Friday.
Friday afternoon comes, and I've not heard anything since the day prior. I phone the dealership, speaking to Jordan Rodgers, who tells me that their technician has left at 12:00 and my vehicle won't be diagnosed until Monday. I express my concern about keeping a rental car over the weekend, as it's charged per-day. Jordan tells me not to worry, Landers will "eat the full cost of the rental." No worries then.
The following Monday I get a call back from Jordan Rodgers with a $1400 invoice. It includes an o-ring in the power steering pump, a wheel bearing, and a set of new tires priced at $800. When describing my issues originally Jessica Mullins misunderstood what I meant by "power delivery not being smooth" and wrote down "the ride isn't smooth".
After declining Lander's insanely priced and unnecessary set of tires Jordan Rodgers tells me that the cost of the rental car is no longer going to be covered. After a few minutes of discussion he offered to take $10 off each day of the rental, a far cry from it being completely covered (as per our discussion the previous Friday). I decline all repair except for the necessary fixes to the power steering.
Later in the day I get a call saying that the technician has determined I need a power steering pump. They graciously offered this $200 part at $400 + Labor. I decline, and let them know I'm on the way to pick up my car.
At the dealership I find Jordan Rodgers, who instructs me to wait while the car is "being washed." I cancel it, asking him to prep the paperwork so I can leave. A few minutes later he tells me that the car isn't actually being washed, but is out on a test drive so the tech can "see if you still have power steering." (??) A few minutes later out walks the technician, who let me know that he "tried a couple things" including installing a new O-Ring which "made it worse". He then installed the *original* O-ring, which has left the car with an alarming judder when turning the wheel along with a more sickly sounding power steering pump in need of now-immediate replacement. He then tells me the manager will get in contact with me so he can "do something about it."
My final bill with Landers included multiple days of a rental car (which was supposedly covered), labor and part cost to install a new O-Ring that was *removed* from the vehicle, plus tax. This is on top of a vehicle in an exponentially worse state of repair.
I sign the paperwork (a mistake), pay (mistake), and leave with the promise that the Manager would contact me to sort it out.
After not hearing from the Manager I contact Subaru of America in hopes that they can resolve the issue. Days later I'm told by SoA that Landers would only agree to refund the cost of the o-ring and labor (for the part that isn't even in my vehicle), while leaving me paying for the privilege of driving around advertising for Landers in their tacky, branded rental.
I implore you to bring your vehicle elsewhere for service.... I promise you it's worth driving a little extra to save yourself the headache of dealing with these people, especially considering they've hired questionably competent technicians who might not even be able to repair your vehicle's issue. At this point all I can do is my best to try and warn you- the potential customer- and hoping against hope the service department gets hit by space debris re-entering Earth's atmosphere.
I'll update this review if I ever hear back from Landers, but honestly I'm more likely to read a story about space debris taking out a pain-in-the-xxx dealership.
EDIT: I was contacted by Michael Mayer after posting this, who took care of the situation and refunded the cost of the service. He apparently wasn't even made aware of it until Landers was blasted on social media pages, so I think the takeaway is that the Internet is truly the great equalizer. After he was involved the situation was resolved quickly.
I later took the Subaru to a trusted mechanic out of town. He diagnosed the issue as a faulty power steering pump, and also noted the bracket mounting the power steering pump was almost completely sheared off. I spoke with that mechanic as well as another from a local Subaru dealership regarding how this bracket could've been damaged, and they indicated this was from someone over-torquing the belt tension on the pump itself during troubleshooting.... a part which also needed to be replaced. I'll spare you my theory on how I think this happened.
In short- take it or leave it; this was my experience with Landers.