Patriot Subaru

Patriot Subaru responded

We always appreciate a review, and take the time to analyze. This has us a bit puzzled, as we can not identify you from the issue you describe, and you have posted the same review to a number of sites under different names. However, we will take your concerns seriously. You say over a year has passed, but If it was as you described - a maintenance error, we would have taken care of it, with or without the Lifetime Warranty. Second, assuming you had been following the service plan as established by the manufacturer, the Lifetime Warranty would have covered any thing that went wrong with the drive train. We would ask you to reach out to us and lets see if this can be resolved. The good news is that if you have been servicing elsewhere, and have maintained the manufacturer’s service routine, then you are still in fact covered by our Warranty. We can not be of any help, if we do not know who you are. Respectfully, Patriot Subaru

Dickie responded

If you can’t remember me, maybe you’ll remember threatening my wife to take down her bad review at the time this was happenening stating “we won’t be so willing to help with you giving us bad reviews all over the internet”. You also exaggerated then as you are now saying I’m writing reviews “on numerious other sites with different names”. By that you mean one other website, google reviews? Yes that’s a different user name it’s a totally different website, people don’t always get their same user names. It’s funny how every negative review is replied to the same way, by belittling the person like you tried to do here and then acting like your going to help. After my wife complied by taking down the bad review, you still couldn’t seem to get me a loaner car for the few months my brand new 2013 XV bought from Mark was sitting at your dealership. Paul was the service tech helping me, and the previous service manager was completely unprofessional, I believe his name was Glenn. I’m sure I ring a bell, again your trying to belittle me online like you do with every bad review. I don’t care if you offer me free services, you destroyed my trust two transmissions ago. Furthermore My service record was perfect up until that point, all services on time and at your dealership, Paul can confirm that. You apparently also need to read your warranties fine print because it does not cover maintenance items.

Patriot Subaru responded

Hi Taylor, We appreciate that you took the time to review, but we must add some clarity to the situation. The damage to the clear coat was caused by tree sap. When sap drips on the body it must be removed quickly, or it will harden like glue. It forms a shell while at the same time leaching through the clear coat causing irreversible damage to the paint. We contacted Subaru asking for warranty coverage and after some back and forth with them that took some time, they would not offer coverage under a warranty. When your father called, we suggested that he reach out directly to Subaru to plead his case, because there are some unique situations where they’ll make concessions when they hear first hand the concerns of a customer. He was successful and Subaru of America agreed to a good will payment, not a warranty payment, of $1000 to repairs. When your father re-contacted us, he asked us to pay the remainder, but respectfully we said that we honestly did not feel this was a situation that was caused by anything we did or didn’t do and hence would not be willing to provide additional compensation. We did call Subaru again, but they stood firm at their offer of $1000, particularly since this is not a warranty issue. We would suggest that you contact your insurance company and talk to them about the damage and how it occurred, to see if your policy will provide some additional coverage. A tree didn’t fall on your car, but the sap can really create a problem. It’s unfortunate that you see us in a negative light, but hope that this sheds some insight on the chain of events. We always stand behind our workmanship and if we had in any way created or caused a problem, we would have taken what ever steps were needed to make repairs. We worked earnestly with you, always trying to help in a positive manner. Sincerely, Paul Hall Patriot Subaru