It started with taking in my 2015 WRX in for serviced/repairs on Aug 29th 2018 at the El Cajon Subaru office. The car was shooting out hot air and lagging while driving. With the repairs adding up, it made sense to trade/sell the vehicle and get into a lease, it being our only vehicle at this time. We came to an agreement on pricing, and that the Invidia exhaust and galaxy shift knob were to be returned to me, and I would return the stock 2015 parts, extra key, and floor mats to the dealership. This was also discussed with Danny Gonzalez whom wrote these items in the paperwork at signing. Danny had also mentioned they weren't allowed to purchase a vehicle with aftermarket equipment, as it would void the warranty, and would need to be reverted back to stock OEM Parts.
So during the past handful of days, Tim kept responding via text that "service was too busy with appointments" to remove aftermarket parts, that were promised to me. I had given many dates I could return the 2015 stock parts, to pick up my aftermarket parts later in the week, with Tims responses of "Service being too busy". Then Tim wanted me to bring the parts in and he would return my parts to my home at a later time. Which is completely unprofessional and doesn't seem like a standard dealership response, nor do I want a sales representative coming to my personal home after hours. Who is to say he takes the parts and "says he returned them to me, to run off with them", I don't know any company that allows their employees to take items to a customers house, extremely unprofessional. On Sept. 18 2018, I again reached out to Tim to bring in the stock parts, as I also had an appointment on Sept. 20th with the technology department for a follow-up, and they could return my aftermarket parts. Tim responded that they "could try, but service was still busy/booked".....then about 10min later calls to inform me they already sold the 2015 WRX with my parts still attached, and it was "too bad" attitude. One concern with these now obvious excuses is service was "so busy", yet they repaired the 2015 to resell it. The ball was definitely dropped in this court.
I have since informed Subaru of America of this negative behavior and lack of customer care and service. Seeing as we had an exceptional experience with our past sales guy (Royal Wilkinson), he was courteous, professional and continued to follow-up months after purchase. Being a military community word travels quickly for friends and family searching for quality assistance and service. Seeing as we've financed and purchased Subarus since the early 2000's, this has been a negative impact on purchasing another Subaru after this ordeal. We have recommended this dealership in the past, but won't be doing so in the future.
Update: 9/20/2018 @ 1:30PM PST
I had an appointment to meet with Tim, but was brought to Tomas's office about the situation. Upon arrival, he was not prepared at all and needed to review the situation again. Tomas' seemed extremely annoyed about my presence and situation and why would I even be upset. After updating him and repeating everything again, he left us in his office for over an hour waiting. He said the GM was "in a meeting" and we would have to wait for them to get done. When he finally did come back, they offered me "2 free oil changes and a shift knob from the back". I asked them if they felt that was an appropriate response, as it was a huge slap to the face. This was yet again a huge inconvienece, waste of time and a waste of gas. I have a maintenance plan, which Subaru of America also confirmed with me later, that covers my oil changes. I've been doing customer service for over 20years and if I treated any of our clients like so, I wouldn't have a job.
I also had a follow-up with Connor regarding my technical details in the car. He was the only person at this dealership that apologized and acted genuinely upset over everything and their "offer" presented. Connor also continued to check in on us while we were waiting in the office, to see if we needed anything, or if there was any update on the situation yet.
I was able to re-connect with Subaru of America once we got in the parking lot, to update them on today's occurrences. They were also more than apologetic for the lack of care and service from today and were also able to update my location to another dealer, to not deal with El Cajon's dealership. The only reason I continued with ElCajon was that in the past we had zero issues and good service, not sure what went south with their customer service, but it needs to change.
Just do yourself a favor, and go elsewhere where customer service is on par, and they actually care about their consumers, not just making a sale.