Rafferty Subaru

Check engine light was on when I picked up my car. Didn’t properly inspect my car prior to me picking it up. They had my car for 3 days which is more than enough time to inspect it properly. Had to leave it properly inspect my car prior to me picking it up. They had my car for 3 days which is more than enough time to inspect it properly. Had to leave it there and get a loaner car. Round trip was 3 hours for a total of 6 hours round trip since I had to come back the following week to pick it up. When I came back the following week and picked up my car the service consultant wasn’t able to tell me why the check engine light came on and also wasn’t able to let me know if the clutch and the additional repair that was done has a warranty. I asked if he could get a manager to assist. There was no managers on duty that Saturday. Not very happy customer. More

Took an unreasonable amount of time for a service. Recall work that should have been preformed was not done work that should have been preformed was not done More

Excessive charges for minor repairs. Replaced a $6 part and charged $180 labor. When I went back to the body shop that had recently worked on the car they were appalled at the charge claiming that it would and charged $180 labor. When I went back to the body shop that had recently worked on the car they were appalled at the charge claiming that it would literally yonly a half hour to replace that part. I won’t ever be back to Rafferty again More

In Short: poor internal communication/coordination, poor customer communication, difficult to reach representative: we had a cracked sun roof - we brought the car in for assessment as instructed - were told customer communication, difficult to reach representative: we had a cracked sun roof - we brought the car in for assessment as instructed - were told it did need to be replaced and the part was ordered - we would be called once the part was in - all clear and well managed. Once the part arrived we were contacted to schedule replacement. I did and when I arrived that morning as scheduled, explained in person the above. I was told I would get a call back later that morning after they had assessed the car. The rep seemed pretty distracted when dealing with me which likely explains why after having the car for half the day, and I had to call for follow up (when I didn’t get a call all morning I called myself early afternoon) I was told that their assessment was complete and they put an order in for replacement glass. I reminded the service rep that as I had mentioned that morning we scheduled the repair after Rafferty called us to confirm the replacement glass had arrived and we could schedule for replacement. He apologized and said he’d have the glass replaced that same day and would call me when done. They are open until 6:00pm. When I didn’t get a call by 5:00pm I called myself for follow-up. The rep informed me they would not be able to complete repairs that day after all but would have it done in the morning (guessing they had wasted half the day with their misunderstanding that the glass was already there - so my car was moved out of the service bay and the workers went on to repair of other vehicles). It would seem to me they would have know that sooner, but even so would have thought they would called me as promised before closing. I have to wonder if I hadn’t called him if I would have gotten any follow-up before closing that day. By late morning the next day, I hadn’t gotten the follow up call the rep had promised, so again called in myself- learned they had broken a clip in removing the sunroof and had to replace it, and would call me in the afternoon as soon as the repair was done. Again, late afternoon having not gotten a call, I called for follow-up. I was told the car repair was all done and ready for pick up; i.e. no clear reason why that wouldn’t have triggered a update call to me as they had said they would - but whatever, at least the car was done. But then I was told that the install had ripped a piece of material in the mechanism - and I’d have to bring the car back in to have it replaced. All of the mishaps (broken clip, torn material, delays in repair, need to bring th car back again) would not have been such an issue had there been adequate follow-up and communication. Basically - don’t promise a call if you can’t dot it. Would have been better to be honest and simply say “give us a call at [specific time] and we’ll update you.” And additional point of confusion/ poor communication was whether the repairs would be covered by our extra service package for repairs we opted for when we bought them car, or whether it was covered by warranty. Kind of a moot point, since all I cared was that either way, the costs would be covered. If there were other important issues or differences in the coverage - it certainly wasn’t communicated so was puzzled about why it was even something the rep felt compared to discuss with me. All in all the experience left me feeling things are not well run - and repair staff not very experinced. That all said - I expect the experience might relate in part to under staffing (I.e. i know lot of business are struggling with turnover related to the pandemic) and therefore difficulties in providing business as usual. So the experience has not soured me on Rafferty, but do think a few adjustments in communication internally and with the customer would be a great help as you work to right-size staffing again. More