I purchased my Subaru and maintenance contract from - Dk
I purchased my Subaru and maintenance contract from Thelen. The service contract has expired, but I made an appointment for a routine oil change. After waiting in the lobby for nearly two hours, an associate (Janessa) told me that their technician stripped the oil drain plug during THE LAST oil change I received from their service center. She told me they (obviously) couldn’t change my oil that day, have since fired the inept/”bad” technician, and needed to order a new oil pan. A week later, Janessa called and said the pan was in and made another appointment. I dropped my car off when they opened at 8:00am for the oil pan replacement. My vehicle was not attended to at all that day (Tuesday). They called the next day (Wednesday) and said the gasket was bad for the pan they ordered, and they had to order another part. I didn’t hear anything from the service center until nearly closing time on Thursday. Since I live 25 miles from their location and wouldn’t make it before their closing time, I had to leave my vehicle there again overnight. Janessa then told me my total owed which included an oil change. I questioned that since they had my vehicle for three days. Could an adjustment be made for the inconvenience? Janessa immediately stopped listening, spoke over me and told me multiple times that I “did receive a new oil pan!” Apparently, I was supposed to be grateful as she reminded me over and over. My vehicle was in for a routine service. I did NOT request a new oil pan and would not have needed one had their technician not messed it up. She would not let me try to explain my thoughts to someone else as I requested. I did not want or expect anything for free, but I did expect professionalism and understanding.
I went into the service center Friday morning to pick up my vehicle and was treated with the rudest customer service I have encountered in years. Sydney Thelen was on the phone and still found a way to greet myself and another customer who walked in the same time as I did. Janessa was not working with anyone but walked away from the service counter immediately when we entered. (Maybe she thought the other customer and I were together?) Eventually, Janessa returned and was very unfriendly. She scowled and rolled her eyes and was extremely unprofessional while taking my payment and giving me the receipt.
I would not recommend this service center. I realize things do not work out as planned, but I don’t accept rude customer service, especially when it is undeserved.
Read More
Dealer Reviews
Service Reviews
Cars for Sale
Dealer Log In
