Stephanie Morales | Page 5

Another Customer Left with my Keys I will admit that I do not bring my car in for service frequently because my husband is a mechanic and does the majority of the service on our vehicle I will admit that I do not bring my car in for service frequently because my husband is a mechanic and does the majority of the service on our vehicles. We normally only bring our cars in for warranty issues and recalls. I have never in my life dealt with such an incompetent service department. We called to make appointments for both vehicles and had to wait 6 weeks for our appointments. My husband's car to Glanzmann last Thursday because his trunk wouldn't open, and his axel was leaking. Glanzmann tried to tell us that there was physical damage to the trunk latch, so it would not be covered under warranty. Not sure how this happens since the only thing that we use the trunk for is groceries. We reached out to Subaru of America to assist us on ensuring that we would not pay out of pocket for this issue as there was nothing that we had done that would have caused physical damage. I should also mention that the car was purchased used from them about a year ago and was a loaner vehicle. Our advisor did not give us any updates on the status of the car and we had to call them Thursday and Friday, only to find out that the work would not be completed until Monday. When I finally went to pick up the car Monday night it took the advisor about 20 minutes to find the keys to our car. The person who checked me in recorded the wrong tag number for our keys. I took my car in Tuesday for a recall. My service advisor Sam asked me to email my insurance card to his personal Gmail account since I did not have a copy of the insurance card for my car. I felt very uncomfortable sending this to his personal email and not his Glanzmann account but did so because I didn't want to make a big deal about it. Sam called me around 2:30 to tell me that my car may be done the same day and I would know by 5PM if I could pick my car up. I called Sam at 5:10PM since I hadn't heard from him and he advised that he was waiting for my keys to be in his hand, which I found to be an odd statement. He explained that he had had my paperwork but not the keys, he was waiting for the technician to bring the keys from across the street. He told me he would have them in about 15 minutes but he would call me when he had them so I could come pick up my car. A half hour later I received a phone call stating that the work on my vehicle was complete, but they did not have my keys. Sam explained that he had had my keys at one point but lost them. He stated that they reviewed the surveillance footage and saw that another customer picked them up off of the counter and walked out with them. He explained that they were trying to figure out who this person was so they could attempt to locate my keys. When I asked how my car was going to be safe on their lot until my keys were located his response was that my car was locked. I pointed out the fact that someone took the keys and that the lot is not gated, so my car would not be secure in their lot overnight. Sam acted like it was not big deal and tried to explain that they were having issues with their valet service. My husband called over and spoke with Eric who told him that they were still not sure who took my keys that it may have been a lot attendant. This morning I called to find out if my car was still on their lot and if my keys were located. I spoke with Stephanie who explained that the customer who picked up my keys emailed them to say she accidentally picked them up. I had to wait until someone went to meet this woman to pick up my keys and bring them back to the dealership. I questioned why my keys were left in an unsecured area that allowed this other customer to be able to leave with them. She explained that Sam was waiting on another customer and put my keys and paperwork on the counter. I also questioned why I was asked to send my insurance card to a personal email and got no response. I questioned why they were unable to locate my keys to my husband's car when I picked his up. Still no response. When I went to pick up my vehicle they again had an issue with finding the keys as it seems like there tag system is not the best thing for them. Finally, Stephanie came out and apologized about the unfortunate situation of another customer leaving with my keys. She did not address the negligence of the advisor and tried explaining how it happened. I am not sure why she could not just say that someone screwed up. With that being said, between my husband and myself, we have owned 6 Subaru vehicles. We were planning on being lifelong Subaru customers. Unfortunately do the poor customer service at Glanzmann we will never buy another Subaru and are now looking to trade in our vehicles. We love Subaru vehicles but if the dealership cannot properly service our vehicles without a hassle, I will take my business elsewhere. More

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Very customer-friendly. Glanzmann employees are all friendly, knowledgable and helpful. Appointments are easy to schedule or reschedule. Waiting area is comfortable and tho Glanzmann employees are all friendly, knowledgable and helpful. Appointments are easy to schedule or reschedule. Waiting area is comfortable and thoughtfully supplied with snacks and drinks. The drive up bays are convenient. All issues are fully explained as are findings and work done. More

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THE BEST SERVICE ALWAYS!!!! This Service Department is the BEST - Dealing with Sam Simkins - Stephanie Morales - and Wanda made what was a serious problem for me easy to deal wit This Service Department is the BEST - Dealing with Sam Simkins - Stephanie Morales - and Wanda made what was a serious problem for me easy to deal with. Stephanie and Wanda were kind enough to guide me via telephone so that I was able to get the car to the service department. The problem was taken care of over-night and the car returned earlier than I had expected thanks to Sam. May I say I feel sorry for the people that do not know about Glanzmann and the all around service you receive from all departments. Thank you!!! More

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Excellent Sales and service Depts Thought I had a major break-down with a new Outback but turned out to be just running out of gas. Christina got my car diagnosed promptly and kept me Thought I had a major break-down with a new Outback but turned out to be just running out of gas. Christina got my car diagnosed promptly and kept me informed. She was supported by Stephanie. Rob was gracious in filling my tank of gas and giving me pointers to prevent a future occurrence. Flipped my keys between Service and Sales to accommodate My schedule to pick up the car and it worked out to my complete satisfaction. These guys are Great! More

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Seamless Teamwork at the End of the Day I had arrived at Glanzmann initially in the service department. After receiving some realistic assessment about my engine, I needed to see if I could I had arrived at Glanzmann initially in the service department. After receiving some realistic assessment about my engine, I needed to see if I could get an appointment to come in the next day since it was almost 5pm. The Service Manager, Stephanie literally walked me across the street to the sales area immediately upon my request for direction to the pre owned sales person. First of all, I was greeted by Dana the Sales Manager as if it was 9am instead of 5pm. He was calm and comforting since I know that I had a look of frustration at totally being unprepared to purchase a vehicle. However, I explained to him that I needed a pre owned vehicle and I was then introduced to Steve. Steve is an expert at gathering details and going over the plan at a very comfortable pace. I am thinking that he will say any minute that we can meet the next day and all that I had to bring back, etc. No way, Steve understood my needs and reviewed my expectations again. Just like that Steve offered me a vehicle that I knew I would love. We got the keys, test drove and began the paperwork. Little did I know that Stephanie handed me off to Dana and he had started his part and then Neal had started his part with the financing. I did my part with verification and I left with the best vehicle, coverage to include exactly what I needed. Not one time did anyone rush, walk fast, throw papers under my nose or made me feel unwelcome. I have bought a few cars over the years, but never with such a seamless and concentrated effort from the whole team. Thank you Stephanie, Dana, Steve and Neal in order that you all provided me with honest and respectful service at the end of the day while treating me as if it was the beginning. My family, friends and colleagues will be referred to Glanzmann for sales and service. More

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Battery management update Our battery died on Wednesday, 4/25/2018, with no warning. We had it jumped by AAA and drove it to the dealer. As it turned out, the battery, electr Our battery died on Wednesday, 4/25/2018, with no warning. We had it jumped by AAA and drove it to the dealer. As it turned out, the battery, electrical system, etc. tested fine. Stephanie Morales had the service technician check for a battery management TSB (11-176-17 issued in late 2017) that updates the battery management program for short trip (city) drivers, which is probably a majority of drivers today. Our only concern is that the car was just in the shop for normal oil change and status check in February and the battery was supposedly checked. We were told that the battery was around 80% at that time but there was no discussion regarding replacing the battery or review of outstanding TSBs that might improve the battery life. We were pleased with the service provided by Glanzmann personnel but will be pursuing this battery management issue with Subaru to determine why there was no recall on this issue. According to our research on the internet, this issue seems to affect multiple model years. We could have been much further away from home and replacement of the battery would have been costly and the wrong action since the new battery would have been drained by this same issue. More

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Kept me in a loaner until they could fix the car right! Excellent Service Department - Very pleasant and communicate well with the techs who really fix the car. Very caring company to work with Recommend G Excellent Service Department - Very pleasant and communicate well with the techs who really fix the car. Very caring company to work with Recommend Glanzmann for sales and service More

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Excellent Care The service advisors are Great and Service Manager Dan is Fantastic Also have to mention Stephanie as Wonderful and Caring Love Andrew as my Sales g The service advisors are Great and Service Manager Dan is Fantastic Also have to mention Stephanie as Wonderful and Caring Love Andrew as my Sales guy!!! More

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Great Customer Service Start to Finish We thought our Subaru would need new brakes. Eric Wilson arranged to have the service technician check the brakes right away. Less than an hour later, We thought our Subaru would need new brakes. Eric Wilson arranged to have the service technician check the brakes right away. Less than an hour later, Eric phoned with the great news that we did not need brakes at all. He did identify a couple of minor things to take care of right away, and was very clear in identifying exactly what component had been identified, and exactly how much the service would cost. Eric answered every question patiently and thoroughly. Eric then gave a projection of maintenance that will be due in the coming months, so that we can plan ahead. But nothing major right now. Eric kept us informed at every step of this service day, including a call in late morning to notify me that the car was ready to pick up. I have confidence in Eric's advice. I can also confidently recommend the service team at Glanzmann, under the management of Stephanie Morales and Dan Geist. More

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Service Eric Wilson and Stephanie were very instrumental in rectifying the tire sensor problem in my Forester. The service was efficient and both parties wer Eric Wilson and Stephanie were very instrumental in rectifying the tire sensor problem in my Forester. The service was efficient and both parties were very understanding and extremely knowledgeable . Kudos to Eric and Stephanie. More

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