Lou Fusz Subaru O'Fallon

Two and a half hours to get the oil changed. The title is the tip of the iceberg, I had made an appointment, and they said there was none, and I have a warranty problem they didn't fix, and didn' The title is the tip of the iceberg, I had made an appointment, and they said there was none, and I have a warranty problem they didn't fix, and didn't even try, saying it was working when it clearly didn't. On top of that, they said the car wash was broken, so didn't wash it, but were washing other cars. They said to come back another day. I live over an hour away. Wish I hadn't bought a Subaru, if this is the best service More

Poor communication/can't really use the word "service" Awful experience between Lou Fusz Chevrolet and Subaru. Car towed to Chevy after an accident when the confused and distressed elderly driver told tow Awful experience between Lou Fusz Chevrolet and Subaru. Car towed to Chevy after an accident when the confused and distressed elderly driver told tow truck to take car to “Lou Fusz” not understanding the various dealerships. The driver brought the car to Chevy as an American Family preferred provider. The next day I called Subaru to discuss the car and was told that the car was not there, Jeff, who is awesome, figured right away what was happening and speculated that the car was at Chevy and would call them to confirm. When I called later to check status I spoke to Kristin. She is rude, but maybe not the most impolite person I have ever dealt with. However, I don’t believe I have ever met someone as incompetent. She told me she didn’t know where the car was, that it was my responsibility to track, and that Jeff should not have volunteered to help me. At a time of stress when trying to see just where the car was and what the damage might be, her stonewalling set me back an hour and a half as I called the police, AAA, and a tow truck company, all to determine where the car was. She then, evidencing her incompetence, called me two business days later to ask if I knew where the truck was. (How does the Chevy crew not call the Subaru crew?) When I told her the car with Chevy for the work see was upset and rudely disparaged their work. Similarly, the Chevy employees (Scott and Tonya) indicated to me that Subaru was not good about providing needed parts to Chevy and that might cause delays in the repairs. On 10/29 the estimate was for the car to be ready was 3/16. Work was not complete until 12/5! During that time I called Scott/Tonya on six different days to receive status updates. Each call the expected completion date was pushed back and I was promised a return call with an update. None of those six calls ever generated the promised return phone call. In fact so many calls would just go to their mailbox (why should I leave a message as they never call back) that I began to call using Google Voice in order to mask my number in case they were screening calls. How’s that for “service”? After being told the car was moved to Subaru for final repairs I went to the dealer on 12/1 to see what was going on and spoke to Jeff. As always, he was great. But while the car appeared ready, I did not receive a call that the car was ready finally until 12/5 when Tonya called me at 4:41 to tell me that I could pick the car up any time before 5. The lack of coordination and obvious ill will between two Lou Fusz organizations is surprising and unfortunate. Not communicating with customers, and being obstructive and rude when you do (Kristin), deters customers from returning. More