Keith Conroy | Page 15

Lester Glenn Subaru responded

Hey STIRELLA, Thanks for your feedback! We're glad to hear you had a great experience with our dealership, but we're sorry to hear about the frustration with roadside assistance. Unfortunately, towing services are handled outside of the dealership, but we’ll be sure to pass your feedback along. We appreciate your patience and hope to provide an even better experience next time! Happy Driving, The Lester Glenn Subaru Team

Lester Glenn Subaru responded

Hey TAYNELOR, Thanks for the kind words! We're thrilled to hear that you love visiting us and that Ekaterina has been doing an excellent job! We appreciate your support and look forward to helping you again in the future! Happy Driving, The Lester Glenn Subaru Team

Lester Glenn Subaru responded

Hi smt4, Thanks for the great feedback! We’re glad to hear that Keith was so helpful and thorough in addressing your car issues! We appreciate the five-star rating and are here for you anytime you need us! Happy Driving, The Lester Glenn Subaru Team

Lester Glenn Subaru responded

Hi HEATHERWARD1730, Thanks for the positive review! We’re glad to hear that our friendly and knowledgeable staff provided you with clear information on what was needed and what could wait. If you need anything else, we’re here to help! Happy Driving, The Lester Glenn Subaru Team

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 Kbarbalace, It's fantastic to hear that you were greeted right away by our friendly and professional team! We're glad your car was ready on time, just as promised. Thanks for choosing us, and we look forward to welcoming you back for your next service! Happy Driving, The Lester Glenn Subaru Team