Liberty Subaru

Liberty Subaru responded

Thank you for your 5 star review, Philip.Granucci! We're happy to hear that Chris met your expectations and that you had a positive experience...that's what we aim for!

Liberty Subaru responded

Hello, Viken…thank you for taking the time to tell us about your experience. Good or bad, feedback from our customers helps us improve! I have reviewed your service history, including the documentation for this visit, and it sounds like we could have done a better job of communicating our findings. You are correct…the first line on the work order for this visit says “customer states vibration at highway speeds”. When the repair order was written, you advised that your Allstate policy will be covering any charges, and provided the information necessary for us to request approval for work. During his test drive, my technician was able to duplicate your highway speed vibration and diagnosed the issue as your tires being out of balance. While he was on the test drive, he noticed that you also had a brake vibration caused by excessive runout of your front brake rotors. While you did not complain about this vibration, the technician did observe this issue and made a proactive recommendation to address it. When the technician returned from the test drive, he conveyed his findings to Mr. Gonzales, who contacted Allstate to obtain authorization to perform the work. The following day, when you stopped in to see what progress had been made, Mr. Gonzales advised that we were waiting on authorization from Allstate. You asked whether the technician drove the car on the highway, and Mr. Gonzales advised that it wasn’t necessary since the condition was duplicated and diagnosed on local roads. When you requested that someone take it out to the highway anyway, Mr. Gonzales explained that an additional diagnostic charge would apply, and reiterated that a highway test drive was unnecessary, as your concern had already been duplicated and diagnosed. At that point, you advised Mr. Gonzales that you just wanted to pay the diagnostic fee and take your car. Normally, the diagnostic charge is applied to the repair…we only actually collect the diagnostic fee when our technician spends time to diagnose an issue, and the customer declines the repair. This allows us to pay the technician for their time to diagnose a problem when no repair is performed. When Mr. Gonzales closed out the work order, he typed “front wheels may need balance” (his words, not the technician’s), which should have been stated more clearly. As far as the complimentary car wash…this is done when a car is finished, before it is returned to its owner. Since your car was not finished, and we did not expect you to take it that day, it did not get washed before it was returned to you. If there are oil stains, we’d be happy to take care of them for you.

njhye1 responded

Sir, Mr. Gonzalez exact words were " we don't have highways nearby", and not not it wasn't necessary to take the car on the highway. Unless your technician was driving 60 mph on side roads, it would be hard to detect the highway speed vibrations. When I asked to take the car on the highway, he wanted to charge me more diagnostic charges. I did not complain about braking vibrations, cause it does not exist. All four wheels were balanced, when I had the tires rotated. Wrong diagnostic again. As for the front brakes and rotors, at the last service, no kind of recommendations were made, and only the rear brakes needed to be replaced. The vehicle showed mileage out, same as mileage in. How did the mileage not move, if your technician took the car out for a test drive? If he did take the car for a test drive, how can he detect problems, if he drove the vehicle for under a mile, which could be the reason for the same mileage out as mileage in? As far as the stains on the hood, those were left from the last time I had my vehicle in for service, where I did not request the car wash. However, it is only right if your technician removes his stains from the hood of the vehicle. Mr. Gonzales did communicate with Geico, and gave them the wrong diagnostics, which made it look like, it was all because of neglect on my part. I had a discussion with Geico, and I was being interrogated my their agent, to find out if any damage was caused by neglect. Like I said, when, and If I ever go back to your service department for any kind of service, I would be dealing with Mr. Sohan, who knows about cars, and possible solutions to issues. Thank you for your prompt response.

Liberty Subaru responded

Hello, nicole.parente9! Wow..."fabulous" is a pretty strong word, but we agree 100%! Anthony is a true gentleman, and we're glad to know that he took such good care of you! Enjoy your new Crosstrek!

Liberty Subaru responded

Hello, steph.a.goldberg! Thank you so much for your kind words, and for continuing the family tradition! We're very happy to provide your entire family with the best experience possible...you are a great example of exactly what we strive for! We're not looking to make one sale and move on, we want to create lifelong customers, just like you and your family! Drive your new Subaru in good health!

Liberty Subaru responded

Thank you for the kind words, Susan86! We work hard to make the car buying process as painless as possible...we're glad to hear that our efforts are paying off! Enjoy your new Subaru!

Liberty Subaru responded

Thank you for your feedback, j.constantin...we're glad to know that Anthony met your expectations! We hope to see you soon for your complimentary first service!

Liberty Subaru responded

Hello, RR...thank you for taking the time to tell us about your experience! We're glad you were able to re-connect with Tom...he's been with us for a long time, and we're lucky to have him as part of the Liberty team! Happy to have you as a member of the Liberty family, now!

Liberty Subaru responded

Hello, Ssartori42...thank you for your feedback! We're happy to hear that Joey provided you with such a great experience!

Liberty Subaru responded

Thank you so much for your feedback PeterK! A car is a big purchase...spending that much money SHOULD be fun! We're glad that Tom has been able to put the fun back into buying a car for you! Thank you for your repeat business...5 star reviews are wonderful, but the real measure of satisfaction is when our customers come back to buy again and again! We hope you're loving your new Subaru, and look forward to seeing you for your complimentary first service!

Liberty Subaru responded

Hey, Greg...thank you for your feedback! We're happy to hear that Brian made your first car buying experience such a positive one! We hope you're loving your new Subaru!