Zeigler Subaru of Lafayette - Service Center

Zeigler Subaru of Lafayette responded

Hello - I'm sorry to hear this and would like the opportunity to learn more about any issues you've had with our service department so that I can address them appropriately with the team. If you have a moment, would you consider contacting me directly? Thank you, Brad Belaire - General Manager - 765-449-8100

VIK responded

I realize this is a month late since you contacted me, and I went back and forth about responding, but I decided to finally get around to it. I want to stress that the customer service I have received has usually been excellent, and any complaints in the past have been promptly dealt with. However, my issues relate to the actual service performed on my car (2014 Outback), for which I have numerous complaints. The most egregious instance is the last time I took it over, and what has prompted me to never bring in my car ever again, despite the convenience of working at SIA and having my car picked up and dropped off from work. My car sees at least 600 miles/week (up to 800 some weeks), I cannot afford a new car, and I need this one running as best as I can. I will not risk bringing it in to you when I cannot trust the service being done on my car. The last time I brought it in (June 24th) I had an oil change and tire rotation performed. The rotation has left my car so badly misaligned that it pulls my car dramatically to the right. While this is bad enough by itself, the bigger issue is that the oil change was not performed correctly, and the crimp or clamp was not seated right, causing oil to leak out. If my car had not had another serious issue which made me take it in to someone to get it checked, this would not have been caught, which would have been catastrophic for my engine. So I cannot even trust a simple oil change! The other thing I have noticed which seems highly unethical is that even though Subaru recommends an oil change every 7500 miles, you put a sticker for only 6000 miles. Maybe you think people won’t notice and bring in their cars more frequently for their oil changes. The more serious issue is that you back date the reported mileage to cover over this fact. For example, I last got my oil change at 165009 miles, the sticker in my car says the next one needs to be at 171009 (so +6000, not +7500), but the mileage on my receipt says I brought in the car at 163079!! Extremely shady practice, and not the first time I’ve noticed this. Besides that, in every instance I find different ways you guys nickel and dime during servicing. For example, recommending my wipers need to be changed one week after they had been changed! (is my car actually even checked??), tacking on a “customer pay shop charges for repair” fee that no one can tell me what it is for. Anyway, the above was the last straw. You’ve lost me as a customer, and I’m done bringing my car in. I should have trusted my gut in the past (it took over a month to get my 60K servicing done, and it was appeased by offering a few free oil changes). Like I said, I need this car running well, and I refuse to bring it in to a place where I cannot trust the service at all.

Zeigler Subaru of Lafayette responded

Thank you for the kind words and rating! We are so thankful to have a customer like you at Bob Rohrman Subaru!

Zeigler Subaru of Lafayette responded

We're disappointed to read this review and are sorry we didn't live up to our usual five-star standards, Brandon. We appreciate you leaving us your honest feedback and will use this to improve in the future. If you would like to discuss this issue further, please don't hesitate to reach out to me directly. Thank you, Brad Belaire - General Manager - 765-449-8100

Zeigler Subaru of Lafayette responded

Thank you for your confidence in Bob Rohrman Subaru, and for your business. We are thankful to have you as a customer!

Zeigler Subaru of Lafayette responded

This makes our day! Thank you for the great feedback and five-star rating! - Bob Rohrman Subaru

Zeigler Subaru of Lafayette responded

We understand your frustration and appreciate you bringing this to our attention. We strive for better for our customers and will be addressing these concerns with our team. Please don't hesitate to reach out to me to discuss this matter further. Thank you, Brad Belaire - General Manager - 765-449-8100

Zeigler Subaru of Lafayette responded

Thank you for choosing Bob Rohrman Subaru, we appreciate your positive feedback!

Zeigler Subaru of Lafayette responded

We're so glad our team made this a five-star experience! Thank you for being part of the Bob Rohrman Subaru family!

Zeigler Subaru of Lafayette responded

This is a fantastic review! Thanks from the entire team at Bob Rohrman Subaru!

Zeigler Subaru of Lafayette responded

Your confidence in us makes our day! Thank you so much! - Bob Rohrman Subaru