Bert Gomez | Page 5

Lester Glenn Subaru responded

Hi GANDG923, We are sorry to hear that you feel this way about your experience with our service team and appreciate you taking the time to share details about your recent visits. We are happy to hear that you had a positive experience with our service advisor, Ekaterina, but understand your concerns regarding the service you received overall. We understand that our team remained in contact with you during your visits, explaining, along the way, why certain services were recommended, what services were performed, and the steps we took to remedy the tire concern you referenced in your review. Regarding the tire and valve stem, we sincerely apologize for any confusion and inconvenience. We replaced the incorrect tire and addressed the valve stem issue promptly after learning of these issues. We do not look to make any excuses and we understand that our team shared with you the events as they happened after we were able to further evaluate what occurred. The new employee you mentioned in your review was a parts counterperson who accidentally provided the technician with the incorrect tire. Unfortunately, neither the counterperson nor the technician noticed the difference in tires at the time of the tire replacement. We strive for perfection, but unfortunately fell short here. We understand your frustration and can only apologize again for the mishap. Our team has a system of checks and balances to ensure such incidents do not happen. After conducting our investigation to learn what occurred, we have revisited and reiterated these checks and balances to ensure this never happens again. As you mentioned in your review, the oil pan repair was covered under your vehicle’s warranty. When you bring your vehicle to a certified Subaru repair facility, our technicians will perform a complimentary multi-point inspection to provide you with an overall health check of your vehicle. During this multi-point inspection, there might be certain safety or maintenance items discovered by our technicians, which is our duty to share with our customers to ensure they are aware of the condition of their vehicle. To have work approved through your vehicle’s warranty, we must adhere to very strict guidelines set forth by the manufacturer or the warranty policy to prove what issue your vehicle might be experiencing, diagnose the cause of the issue, and provide a remedy for the issue. If any of these items do not fall under the scope of the warranty, the work will not be approved to be completed through the warranty. Our goal in communicating this issue to you was to address the issue before it could potentially cause further damage, or require a repair when you are outside of your warranty period, costing you additional money. Oil leaks are not singularly found by evidence of a stain on a driveway or pavement where the vehicle is parked. A leak may eventually lead to such evidence, but finding such leaks and treating them before they become a larger issue is the goal of our technicians performing such inspections on your vehicle while it is here for service. In this case, the leak discovered by our technician was minimal and able to be repaired under your vehicle’s warranty. We regret that the situation wasn’t resolved to your satisfaction. Your feedback is important to us, and we’ll use it to improve our processes. If there’s anything else we can do to address your concerns, please let us know. Sincerely, The Lester Glenn Subaru Team

Lester Glenn Subaru responded

Hey Louise, Thanks for sharing your experience! We're thrilled to hear that Erick made your visit so pleasant! It’s great to know he kept you well-informed and provided excellent, knowledgeable service. We're glad everything went smoothly with your car! Happy Driving, The Lester Glenn Subaru Team

Lester Glenn Subaru responded

Hi Jeff, We’re thrilled to hear that our team continues to meet your expectations! It’s great to know that our team’s accommodating, friendly, and professional service keeps you coming back. If you ever need anything else, just let us know. Happy Driving, The Lester Glenn Subaru Team

Lester Glenn Subaru responded

Hi jcrosta, We’re glad to hear that you felt well informed and updated throughout the process! Thank you for highlighting our friendly and informative approach. If you need anything else, just let us know! Happy Driving, The Lester Glenn Subaru Team

Lester Glenn Subaru responded

Hey vkerence, Thank you for your great review! We're thrilled to hear that you’re very satisfied with the service you receive and that you feel confident in the quality of our work. If you need anything else, feel free to reach out! Happy Driving, The Lester Glenn Subaru Team

Lester Glenn Subaru responded

Hi FRANKNDILULLO, Thank you for your feedback! We’re glad to hear that Curtis took care of everything you needed and that everything went smoothly. If you need anything else or have more questions, feel free to reach out! Happy Driving, The Lester Glenn Subaru Team

Lester Glenn Subaru responded

Hi Koehler5, Thank you for sharing your experience! We're delighted you received great customer service and that our team took the time to listen to your concerns about your new car! Ensuring that your concerns are addressed and conducting a thorough check is essential to us, and we're glad we could meet your expectations. If you ever need anything else or have more feedback to share, feel free to reach out! Happy Driving, The Lester Glenn Subaru Team

Lester Glenn Subaru responded

Hi TROBYN.EVANS, Thank you for your kind words! We're thrilled to hear that you had a pleasant experience with our team and found everyone to be polite and accommodating! Providing excellent customer service is always our top priority, and we're glad we could make your experience enjoyable. If you ever need anything else or have any further questions, don't hesitate to reach out! Happy Driving, The Lester Glenn Subaru Team

Lester Glenn Subaru responded

Hi Thugo, Thank you for sharing your experience! We're glad to hear that Bert, Eric, and Nicole provided courteous, fair, and honest service during your repair visit! It's great to know that you felt no pressure and appreciated the honest recommendations! We strive to ensure our customers feel comfortable and informed. If you ever need anything else or have more feedback to share, feel free to reach out! Happy Driving, The Lester Glenn Subaru Team

Lester Glenn Subaru responded

Hi Streamline Auto Body, Thank you for your review and for trusting us with your safety system recalibrations! We're glad to hear that you find our service prompt and our communication great! Ensuring the proper calibration of ADAS is crucial for vehicle safety, and we're proud to assist in that process. If you need anything else in the future, just let us know! Happy Driving, The Lester Glenn Subaru Team