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My Time Doesn’t Matter - Cassie G
A few weeks ago I called to make an appointment, the only time they had available was a Saturday. I usually get my car worked on over the week but I really needed an inspection. I tell the guy I’ll drop it off and they’ll have it all day - I’ll get my husband to give me a ride home. Well at no point did the guy tell me they work out of Subaru. I waited at Hyundai for 20 minutes (I thought they opened at 7:30, arrived at 7:45 - not a big deal) especially when I checked their hours on the door and saw it said 8am. Nothing about being at Subaru. At around 8:05, I go into the dealership to check in, maybe the desk person is running late. They said I had to go to Subaru. Alright, well it would’ve been nice to know that ahead of time. Not only is it me, but I’m also coordinating with my husband. I go into Subaru service and tell Eric that no one told me to come to Subaru when I made my appointment. He then is like well we’re always here on Saturday, but a customer who gets their service done on weekdays wouldn’t know that. He then says I could’ve only been waiting 11 minutes since they just opened and it’s not that big of a deal. First, when working in Customer Service - the customer is always right, even when they’re wrong, they’re right. And him telling me it’s not a big deal is totally uncalled for. I wouldn’t let them touch my car because I got the same uneasy feeling you’d get if you were to send your food back.
What Eric should’ve said was, Gee I’m sorry, let’s find out who made the appointment so we can do a better job of coaching. Or I apologize for the inconvenience, next time we’ll always be here in Saturday’s. NOPE, none of that. I also read other reviews and got Steve Kelson’s email, never heard from him. So I guess they’re okay with letting their employees talk to their customers like that.
I am super disappointed because Eric was always so great to work with and I loved my entire car buying experience but I will never, ever go back to them.
AVOID - Thomas Chamberlain
Probably the single worst place to have your car serviced in the upper valley. The only recommendations from the mechanics/technicians seem to be to replace, never fix, bad parts. And I get the sense that they replace parts that don’t need to be replaced. But what is more frustrating is dealing with the go-between service desk folks. They take these recommendations from the mechanics and simply cannot explain WHY something needs to be done. When the initial job fails to correct the problem, the recommendations are always to replace more parts. I have asked them point blank, will this fix my problem - the central issue I brought my car in for - and have had a response of “no” and “I’m not sure.” There is ZERO accountability for the work that they do. Do yourself a favor, go to the Sunaco garage down the road, or if you have to have a Ford mechanic take a look at it, take it to Flanders and Patch instead.