Dear Subaru Customer Relations,
I would like to report - marinareznik09
Dear Subaru Customer Relations,
I would like to report a very disappointing experience I had with the service department at your dealership yesterday and today.
I have been servicing my Subaru at this location for several years and also purchased my vehicle there. Because of this long relationship, I have always expected a certain level of professionalism and respect when interacting with the service staff.
Yesterday, around 4:30 PM, I stopped by the service department while I was nearby. I did not have an appointment but hoped it might still be possible to service my car. I was told the team was already preparing to close and was offered an appointment for the following day at 4:00 PM, which I accepted.
Today, when I arrived for my scheduled appointment at approximately 4:00 PM, I spoke with a manager at the service desk where customers bring their vehicles for service.
I was informed that the service could be performed but without the car wash because, as I was told, there was no water available at that time. For many years, the complimentary car wash has always been part of the service experience at this location and has been a convenient part of bringing the car in for service.
I explained that in that case I would prefer to come another day when the usual service elements, including the car wash, would be available.
At that point, the manager rolled his eyes and looked at me in a very dismissive way. He then responded sharply that they are a “car service, not a car wash.” The tone and attitude were clearly irritated and disrespectful.
I then asked if he could please schedule me for the following day instead. His response was that he did not know whether they would be washing cars tomorrow either, and he again repeated that the car wash is only a courtesy and “not their job.”
During this conversation I also mentioned that I have chosen Subaru in part because many Subaru vehicles for the U.S. market are manufactured in the United States. Instead of acknowledging this or responding professionally, the manager dismissively replied that it is a “Japanese car,” again speaking in a way that suggested my comment was not valid.
What made the situation even more disappointing is that there was not even a simple apology or any attempt to handle the conversation in a professional and respectful manner, which is especially concerning coming from a manager.
I fully understand that a complimentary car wash is a courtesy and may not always be available depending on operational circumstances. However, the issue here was not the car wash itself — it was the way a long-time customer was spoken to and treated.
Rolling eyes, speaking sharply, and showing visible irritation toward a customer who simply asked to reschedule the appointment is not professional and does not reflect the level of customer care I would expect from a Subaru dealership.
Unfortunately, I did not catch the manager’s name, but this interaction took place at approximately 4:00 PM at the service desk.
I would appreciate it if management could review this situation and provide feedback regarding how customer service standards are maintained at this location. I would also appreciate a response regarding this matter.
I have always had a positive experience with Subaru and hope this situation can be resolved at the dealership level.
Thank you for your attention to this matter.
Sincerely,
MR
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