North End Subaru

Terrible Service Experience I took my 2014 Forester here for the 22,000 mile service. The service was supposed to include tire rotation, oil filter change, oil change, "multi-poi I took my 2014 Forester here for the 22,000 mile service. The service was supposed to include tire rotation, oil filter change, oil change, "multi-point" inspection, top fluids, set correct tire pressure, etc.. In the past I've had problems with dealership service so I always mark my tires, and the oil filter to ensure that the service actually gets done. Upon arriving I TOLD the service desk of the problems I've had at another Subaru dealership. The rep (never told me his name) assured me they strive for 100% customer satisfaction and want me to feel confident bringing my vehicle there. Maybe tell the tech too pay some extra attention with this vehicle then? A short time after they take in my vehicle the tech asks to have a word with me. He tells me that he recommends that I replace my engine air filter and cabin air filter and the price was outrageous. I explain I just replaced both 5 months ago at my 15,000 mile service only 5 months earlier. I tell them no thanks, easy and cheap job I can do that myself if they really need replacing so soon. Never once have I had to replace a cabin air filter 5 months / 7,500 miles under normal driving conditions. I get the word that the vehicle is all set. Pay then walk out to the parking lot and immediately check the tires (that I had marked "FR" "BR"; front right, back right ) and sure enough the tires were not rotated despite the fact that I had paid for this service. I go back in and tell the service department that the tires weren't rotated and I know because I had marked them just before coming there and they are all in the exact same position. The adviser calls the tech who worked on my vehicle out and asks if he rotated the tires and the tech claims he did. I then go out and show him where I marked the tires. He seemed baffled so I believe that he thinks he rotated them but it must have been a mistake. They offer to rotate them again and take it back in. While waiting I asked to speak to the service manager who was actually very nice, seemed apologetic and understanding. It gives me an uneasy feeling knowing routine things are being missed and most customers would never even know (nor would if I didn't start marking the parts!) He even gave me a free oil change. We eventually get the tires situation straightened out (it was taken in a 3rd time because I realized the other side got reversed back to the original position). Great. As I'm leaving the service adviser gives me a print out showing the service intervals and maintenance schedule for my vehicle. As I already had known, and as it states on the scheduled printout they gave me it calls for service in intervals of 7,500 miles. Well I get in the vehicle and look at the little sticker they place in the top left windshield that shows when you are due for your next oil change. The sticker as well as the dash maintenance settings are both showing that I should service in 6,000 miles. 1500 miles sooner than I stated. Would never have noticed this if I wasn't already checking everything over. So I go back in again and tell them. Another "mistake" apparently. They reprint a new sticker for me. At this point I'm furious and leave without saying anything. I can't help but think to myself they are running a very careless service here. That's not the end of this. After I arrive home I now feel I have to check EVERYTHING they supposedly touched to make sure things are "right". Let it all cool down in the garage and I measure the tire pressure and one tire is reading at 37.5 while the others are about 34.5! They didn't even set the correct tire pressure! I always keep an eye on my tire pressure and if nothing else had happened this wouldn't even bother me. But yet another thing that isn't right. Who knows what else they didn't check/do... I would never trust this place with my car again! UPDATE: After posting this honest review of my experience here I got a response from the dealership saying they'd like to speak to me personally about the situation and Andrew Turner provided his cell phone number for me to call/text him directly. I text him and tell him I'd be happy to speak to him and he can call me at this number. The following day I receive a call from the General Manager, Marty Babineau. He asks if I have time to discuss. Sure I say and I talk him through my experience and history with bad service with Subaru and explained the reason I left this review. Instead of just simply apologizing Marty then goes on to tell me it's his turn to talk. How they are very highly rated with one of the highest customer satisfaction levels in the country. He then says to me that my review is a contains lies and accuses me of slander!!!! I honestly couldn't believe what I had heard. I told him that I simply wrote a completely honest review based on my experience there and questioned how is this slander? His response is that he went to school for law and therefore has a better understanding of what slander is than me! At this point I go from being calm and courteous to angry after being accused of slander and completely disrespected. Really???? This is how you treat dissatisfied customers? He then goes on to say if I want to take this to the next level he will get his attorney's involved! At this point I tell him I'm done with this conversation. He tells me we are done and that I should never to take my vehicle there again. Real professional! More