I purchased my vehicle through Sommers going on 3 years ago. Jim Naus who helped me purchase my 2019 Crosstrek was absolutely terrific and made my experience easy and enjoyable. I swore by Sommers in Mequon and would talk them up to everyone I knew regarding the amazing service I had through them. I recently brought my car in on April 10th to have it serviced for an oil change and to have it looked it for some electrical issues I was having. I was first told that I had to drop my vehicle off around 8:00 am and they couldn't guarantee it would be done before 5:00 pm. Due to COVID-19, I was unable to wait at the dealer, so I had to arrange for a rental car for the day. Sommers would not let me take a rental car due to being 24 years old stating you have to be 25 years old or older for a rental car. I had my boyfriend come with me so he could get the rental car for the day. The gentlemen we had dealt with when dropping off my vehicle was very unprofessional. He would not address me in any way; he would point all of his questions towards my boyfriend. This vehicle is mine and is under my name, not my boyfriends. Every question he would ask him, my boyfriend would look at me to answer the question because he was not 100% certain of the issues as he rarely drives my vehicle. He STILL would not address me and only my boyfriend. We found this to be very unprofessional.
Shortly after bringing my car in for this service appointment, I had called Subaru of America regarding paint chips I had all over my entire car along with rust spots above my windshield (this is a known issue with the sunshine orange paint). They told me they had contacted Sommers and spoke to Andy in the body shop and he would be reaching out to me - he never called me. I contacted Andy regarding this and he requested I bring my vehicle in to take pictures of the paint chips to submit a case through Subaru of America.
I brought my vehicle in on April 24th and Andy took pictures of my vehicle. Andy had told me he had never submitted a claim for something like this and stated if I didn't hear from him in a week to call him. I contacted Andy on May 5th inquiring on the process for this claim and he told me he hadn't heard anything and he would follow up. I never received a call so I contacted him again on May 19th and was told the same thing - he hadn't heard anything and would follow up. On June 1st I contacted Andy for the 3rd phone call I outreached to him inquiring what was going on as it had been 5 weeks since I brought my vehicle in and 0 calls from him reaching out to me. He told me he had "received a call yesterday" but was unsure still what was going on. He stated he would follow up and call me back. I have yet to receive a call from him.
On June 3rd at 3:30 pm, I contacted Subaru of America very upset as it had now been going on 6 weeks, I had yet to be contacted ONCE from the dealer regarding what was going on with my car. I informed them that I had contacted Sommers 3 times and was told they were "unsure" what was going on. Subaru of America had told me that they contacted the dealer weeks prior and that the dealer was to be reaching out to me. Kathy who I spoke with stated she would escalate my case up and have someone follow up with me.
On June 4th at 7:55 am I had received a call back already from Subaru of America and I spoke with Bill. He had asked me numerous questions regarding the process of what had happened which I explained to him. Bill had informed me that Sommers had missed a form that needed to be completed which is why I haven't heard anything from them regarding this. Bill had asked me how many miles I had on my car which at that time I had 35,200 miles. Bill had informed me that at 36,000 miles or 3 years that the warranty would not cover the paint chips as it is voided at that time. I expressed my frustration to Bill and stated they needed to backdate my mileage to 6 weeks prior when I brought my vehicle in as I was at 33,000 miles. He informed me that he would be contacting the dealership and he would reach out to me within a week. Bill did email me on June 12th informing me that he was still working on my case and would follow up with me no later than Wednesday, June 17th by 7:00 pm. As of June 16th at 2:45 pm Bill had contacted me from Subaru of America to inform me that he had gotten my case approved through the dealership. At this time I informed Bill that as of last weekend I no longer owned my Subaru; I had traded it in. He did inquire if I had purchased another Subaru and I informed him I did not. I do not intend on buying another Subaru after this experience. Bill apologized for the inconvenience and stated he would note this on my claim.
I went to a local Honda dealership this weekend and explained this to them. They took my car as a trade-in for the amount I had owed on my vehicle and stated they would take care of getting the paint chips and rust spots fixed through their dealership. They were very accomodating and provided me with a rental car (at 24 years old) until my new vehicle has arrived.
It should NOT take 3 days shy of 8 weeks to finalize paperwork and get a case for a warranty repair approved. This was by far the most ridiculous experience I have ever dealt with through a dealer and I do NOT intend on coming back. Subaru has lost a loyal customer and I will make sure to inform everyone of this experience I have received.