Eric Senatore | Page 18

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

Hi Jemontanari, We’re so glad Eric was able to turn your challenging day around! It’s great to hear that he took care of your tire issue quickly and kept you informed throughout the process! We’ll be sure to pass along your appreciation to him. Thanks for choosing us, and we hope the rest of your day went smoothly! Happy Driving, The Lester Glenn Subaru Team

Lester Glenn Subaru responded

Hi msmerz68, Thank you for the positive feedback! We’re pleased to hear that you found everyone professional and courteous and that your service was completed promptly! If you need anything else, don’t hesitate to reach out! Happy Driving, The Lester Glenn Subaru Team

Lester Glenn Subaru responded

Hi GARYWITHEROW1951, Thanks for the great review! We’re glad to hear that our service department and comfortable waiting area made your visit a pleasant one! It’s wonderful to know you were in and out quickly. If you need anything else, feel free to reach out! Happy Driving, 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 CHELSE2222, Thank you for the great feedback! We're delighted to hear that Eric made your visit so pleasant! It's fantastic that he kept you informed and arranged everything to make the process smooth and efficient. We’re glad you didn’t have to wait all day and that the pickup was quick! Happy Driving, The Lester Glenn Subaru Team

Lester Glenn Subaru responded

Hi Robert, Thank you for the wonderful feedback! We're delighted to hear that you enjoyed our friendly service, modern facility, and the popcorn in the waiting area. We're always here to make your experience as pleasant and efficient as possible! Happy Driving, The Lester Glenn Subaru Team

Lester Glenn Subaru responded

Hey LUCIEM, We're so glad to hear you found our team helpful and easy to talk to! It's important to us that all your questions are answered and that you leave pleased. Thanks for the great review! Happy Driving, The Lester Glenn Subaru Team

Lester Glenn Subaru responded

Hi NJMOMVT, We’re glad to hear that our team was friendly and efficient, and took the time to address all your questions! If you need anything else or have more questions in the future, we’re here to help! 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