I will never own another Subaru after what I have experienced at Young Subaru in Riverdale.
My trust was violated when I had by car serviced by Young Subaru, and due to their negligence in service, my car ended up emptying all of its oil on the street while I was on my way home, causing the engine to smoke. Also, the property damage to my drive way that was a result of the oil spill has increased my turmoil. I called the dealership the next day to check on the status of my car (Yes, I had to make the first call). I was told that they had run several tests and the car was going to be ok. I asked what test they had performed to ensure the car was indeed "ok" and I was told they would need to check because the agent was unsure what tests had been conducted. This is a red flag to me that the person responsible for my car was quick to tell me everything was ok, but couldn't answer my questions to help resolve my concerns. The agent told me that he would get back to me, however, he never contacted me with the answers to my questions.
The service agent told me that people would be at my house to clean up the oil spill, and the first night they came out to clean they had limited cleaning supplies, but said they would be back the next day. I trusted that they would come back and keep good on their promise. After talking with the service agent about the status of my car I went over the property damage that still existed. He said that they would get it handled and that the cleaners would be back in the afternoon. The person that came to my house to clean apologized and stated that the technician that worked on my car was one of his people and that "unfortunately, this is not the first time this tech has made this mistake." This statement generated major concerns for me and my ability to trust the servicing department of Young Subaru. I understand that accidents happen, however, I was a secondary victim to a service technician and service department that didn't correct this issue following the first accident.
The person that was sent to clean the property damage was ill equipped to adequately clean up the oil spill. This surprised me because it was the same person from the first night that had been to my house and knew what damage was done. When the person ran out of chemicals to use on the property they left, but they left me with a much larger mess than what I had to begin with. My property was a mess and I couldn't just let chemicals sit and stain my driveway or maybe poison any of my animals, so I had to clean up after he left to ensure the safety of my animals and avoid any further damage. I pressure washed my property for two and a half hours to just hit the minimum acceptability needed to go to bed.
The next day, the sales manager from Young Subaru called me and apologized for the event and told me that he would take care of me personally. He knew that I was looking to trade in my car due to this issue and being robbed of my peace of mind about the longevity of the car due to the negligence of the service department. The sales manager told me that they would give me a great deal on my trade in and that they would also give me an employee/friend and family discount on buying a new or used car. This seemed like a step in the right direction, however, when I came into the dealership and was greeted by the sales manager, I was quickly turned over to a sales person. This disappointed me because I was told by the sales manager on the phone that he would personally help me and take care of me. When I saw the numbers for my trade in and the deal that I was being offered, I felt like I had been pulled into a "bait and switch" situation. I told the sales person to tell the manager that it was a waste of my time coming in due to what I experienced. I expected a call from the sales manager, but I never received one. This experience should not have surprised me because when I was looking to buy another Subaru three and a half years ago, I called Young Subaru and told them what I was looking for and that I was going to buy a car that night. When I got to the dealership, the sales person showed me everything I hadn't asked for and all they wanted to do was put me in a lease. I ended up leaving and driving to another dealership and bought my Legacy the same night, so they have lost out on selling me a Subaru on multiple occasions. It is by far the worst sales department I have encountered at a Subaru dealership, and I am disappointed in myself for expecting they would make good on their promise in light of my first buying experience there.
The service manager has called me and apologized several times and is trying to take care of my driveway. He has made the most effort to make things better, however, he keeps telling me that he would like to win back my business and "let’s move on from the past". I don't understand why he would think that I would allow Young Subaru to service my car after his department’s gross negligence. Also, I will not spend another dollar in their dealership. He has asked what he can do for me, however, he has never come to the table and offered anything such as free oil changes for a year, or something else service related. If he wanted to earn my business, why wouldn't he offer to pay for some type of service and try to build my confidence and trust back. I am not sure why there isn't a proactive response, but again it shows that they don't really care.
I am really taken back that the general manager has never called me to work out how to take care of me, especially after what the sales manager did. It is one thing to delegate responsibility, but you can't delegate accountability. Everything that I have experienced is a direct reflection on the leadership at Young Subaru and the general manager has the sole ownership of that accountability. They could have stepped in to make things right, but they chose not to.
Subaru issued me $500 in goodwill credit a couple of years ago due to issues with the dealership from which I bought my Legacy. It is unfortunate that I keep running into issues at Subaru dealerships because I have owned multiple Subaru's and I was planning on buying another one. However, it seems that there is a bad culture that has been overlooked by Subaru's oversight team, and has allowed bad things to happen to people that considered themselves to be lifetime buyers of Subaru. My plan was to sell my Legacy and buy a Forester, but I cannot justify buying another Subaru after the experiences I have had involving endorsed Subaru dealerships. It is a shame that I love the Subaru brand so much, but my trust has been broken.
I recently took my car in for the 60k service and I expressed my concerns about the car, but none of my concerns were addressed or resolved, so I will be selling the car as soon as possible. I will never buy another Subaru again or take any vehicle back to Young Subaru. I would discourage anyone from doing business with them due to what I have personally experienced.