Liberty Subaru - Service Center

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, Ms. Rosa...thank you for taking the time to let us know about your experience. I have reviewed your service history, and I do see that, with the exception of your first visit, you always come in on Saturdays, but all of these visits have been for routine maintenance. Many of our customers are unable to get in during the week for routine maintenance due to work schedules, so we typically only do maintenance and "quick service" type work on Saturdays and schedule more complex work during the week. When you came in on the 29th, your had two concerns...a loud noise at highway speed and a vibration. Upon inspection, we found that the noise was being caused by loose exhaust heat shields, and the vibration was caused by your control arm bushings, which were completely worn out. Both of these can be handled on a Saturday, so we took care of the heat shields for you at no charge, and replaced your control arm bushings, which were actually causing an unsafe condition. When you called back to let us know that you still felt a vibration, it was suggested that you drop your car off during the week (with a complimentary loaner) so that we could spend more time with the car. There was no dishonesty or unwillingness to help, only an effort to schedule more time with your vehicle so that we could get all of your concerns taken care of...I apologize if that was misconstrued. I'm not sure what your mechanic found regarding damage...the only parts of the control arms that are serviceable are the bushings, which we replaced on the 29th. I feel badly that we did not live up to your expectations, but would welcome the opportunity to make the situation right.

Liberty Subaru responded

In order to deliver the best experience possible, we strive to set high expectations for ourselves. Therefore, We are so elated to receive your positive review about your recent experience with Bob and the team. Thank you for your recommendation! Stay safe!

Liberty Subaru responded

Thank you for your kind words about your recent visit with Anthony! We are happy to see that he was able to deliver a great experience, and are appreciative of your recommendation! Stay safe!

Liberty Subaru responded

Thank you so much for your positive review about Bryan in our service department, and Dan R. in sales! We understand it's a big decision where you purchase your car from, and where you continue to service it. We appreciate you always choosing the team at Liberty! Thanks again and we look forward to your next visit!

Liberty Subaru responded

Thank you for your 5 star review about Bryan in our service department! It is so wonderful to hear that the team was able to fix any issue that may have risen! We appreciate you taking the time to write about your experience with us!

Liberty Subaru responded

Thank you so much for your positive and detailed review about Liberty Subaru's Service center! We are so delighted to hear that you were in and out of service in a timely fashion, and that all issues were taken care of! We appreciate you trusting us with the care of your Forester!