Subaru dealership experience
- Thread starter Donald
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Yes there are a few honest ones they realize that its not 1990 anymore and everything is online and they are exposed.
I just dug up the email address for the President of Subaru USA if you want to contact him. Send a pm if you want it.
Originally Posted By: Donald
Brought in my 2015 Forester as it had a clicking sound backing out of a parking space. Figured what ever it was would be covered by 36k warranty. Dealership said the calipers were hanging and for $150 they would clean and lube calipers, not covered by warranty. They would replace brake pads which were covered by warranty. Wife approved the work.
Picked up car and they had cleaned and lubed all four calipers to my surprise since I had only indicated a problem in the front.
However one of the rear wheels had a locking lug nut (1 of a set of 20). They never asked for the key and did not provide me with the removed locking lug nut.
These are Gorilla lug nuts where all lug nuts are locking not just one per wheel. I called the service manager and he is looking into it.
I also contacted Subaru and said I should not have to pay for any of the brake work.
I am expecting the dealership to obtain a new (matching) locking lug nut.
I also mentioned that I had just bought a new 2016 Crosstrek there the day before.
Dealer robbed you,your brakes were indeed covered and your wife made an error
by "approving" them to do the work in her dime..
Brought in my 2015 Forester as it had a clicking sound backing out of a parking space. Figured what ever it was would be covered by 36k warranty. Dealership said the calipers were hanging and for $150 they would clean and lube calipers, not covered by warranty. They would replace brake pads which were covered by warranty. Wife approved the work.
Picked up car and they had cleaned and lubed all four calipers to my surprise since I had only indicated a problem in the front.
However one of the rear wheels had a locking lug nut (1 of a set of 20). They never asked for the key and did not provide me with the removed locking lug nut.
These are Gorilla lug nuts where all lug nuts are locking not just one per wheel. I called the service manager and he is looking into it.
I also contacted Subaru and said I should not have to pay for any of the brake work.
I am expecting the dealership to obtain a new (matching) locking lug nut.
I also mentioned that I had just bought a new 2016 Crosstrek there the day before.
Dealer robbed you,your brakes were indeed covered and your wife made an error
by "approving" them to do the work in her dime..
I own 2 Subaru's and I can tell you for a fact that "so called" dealers can not stand a customer contacting Subaru with a valid issue. Just present the facts with no personal comments and you will get satisfactory results!
Originally Posted By: DB_Cooper
Brought in my 2015 Forester as it had a clicking sound backing out of a parking space. Figured what ever it was would be covered by 36k warranty. Dealership said the calipers were hanging and for $150 they would clean and lube calipers, not covered by warranty. They would replace brake pads which were covered by warranty. Wife approved the work.
Okay..this a classic dealership rip-off. If you replace the brake pads..normally you would grease the pins and clean the caliper brackets as part of the job.
Sounds like what they did by replacing the brake pads under warranty and invented a "non-warranty" "repair operation" to charge you the $150. Then they charged Subaru for the parts and labor under warranty. A double dip charge for labor ..you got free brake pads, maybe, as you noted one of the wheels was locked.
Another reason I left the retail automotive world years ago..a totally broken 1920's product service and distribution business model that only makes economic sense if you steal and cheat. If you are honest..you cannot pay the bills.
Yep, that's pretty much the heart of the issue. It was fun to super-leverage the dealership, but I wish for a time when everyone just returned to integrity.
Brought in my 2015 Forester as it had a clicking sound backing out of a parking space. Figured what ever it was would be covered by 36k warranty. Dealership said the calipers were hanging and for $150 they would clean and lube calipers, not covered by warranty. They would replace brake pads which were covered by warranty. Wife approved the work.
Okay..this a classic dealership rip-off. If you replace the brake pads..normally you would grease the pins and clean the caliper brackets as part of the job.
Sounds like what they did by replacing the brake pads under warranty and invented a "non-warranty" "repair operation" to charge you the $150. Then they charged Subaru for the parts and labor under warranty. A double dip charge for labor ..you got free brake pads, maybe, as you noted one of the wheels was locked.
Another reason I left the retail automotive world years ago..a totally broken 1920's product service and distribution business model that only makes economic sense if you steal and cheat. If you are honest..you cannot pay the bills.
Yep, that's pretty much the heart of the issue. It was fun to super-leverage the dealership, but I wish for a time when everyone just returned to integrity.
Originally Posted By: bdcardinal
Originally Posted By: LotI
Originally Posted By: crazyoildude
Something else to remember dealers like a positive review when the factory asks about your dealer visit. Most go nuts for this.
Yup. Its all about the CSI score. A couple bad scores from customers and Subaru could look into finding a new owner of the franchise in your area.
Anything but a top score is a failure...so 9/10 will put them under the gun. It can mess with car allocation and bonuses all the way up the the GM and owner. If necessary, get the GM involved. He knows whats at stake.
I agree, rip them on the survey. Anything other than a 10/10 is a complete fail for them. Most dealerships have the manager and service writer's pay directly tied to their survey scores.
Yup! I tore a Nissan dealership a new one via a survey because they were deceptive on the mileage of a car that seemed to have accumulated about 40 miles from the time or purchase to THREE days later when I was finally able to pick up the car. Every-time afterwards, they bent over backwards for me.
Give them the lowest scores possible! Including on your latest purchase from them...
Originally Posted By: LotI
Originally Posted By: crazyoildude
Something else to remember dealers like a positive review when the factory asks about your dealer visit. Most go nuts for this.
Yup. Its all about the CSI score. A couple bad scores from customers and Subaru could look into finding a new owner of the franchise in your area.
Anything but a top score is a failure...so 9/10 will put them under the gun. It can mess with car allocation and bonuses all the way up the the GM and owner. If necessary, get the GM involved. He knows whats at stake.
I agree, rip them on the survey. Anything other than a 10/10 is a complete fail for them. Most dealerships have the manager and service writer's pay directly tied to their survey scores.
Yup! I tore a Nissan dealership a new one via a survey because they were deceptive on the mileage of a car that seemed to have accumulated about 40 miles from the time or purchase to THREE days later when I was finally able to pick up the car. Every-time afterwards, they bent over backwards for me.
Give them the lowest scores possible! Including on your latest purchase from them...
Originally Posted By: DB_Cooper
...
Another reason I left the retail automotive world years ago..a totally broken 1920's product service and distribution business model that only makes economic sense if you steal and cheat. If you are honest..you cannot pay the bills.
You're far too generous...
The truth is you can make a lot of money in the long run by accepting a smaller profit from each purchase. The largest dealership group in WNY are proof of that, my friend was a finance guy there and they were very low pressure and that led to far more sales because they basically just showed people what their payments would be without asking for anything, and in many instances people bought right there thinking they were just on a test drive. But yes, there are so many uneducated slimeballs of feces that still run the dealerships...
Incidentally, it was with that dealership group I had my negative experience. But they are now crushing and taking over everyone like the Borg...
...
Another reason I left the retail automotive world years ago..a totally broken 1920's product service and distribution business model that only makes economic sense if you steal and cheat. If you are honest..you cannot pay the bills.
You're far too generous...
The truth is you can make a lot of money in the long run by accepting a smaller profit from each purchase. The largest dealership group in WNY are proof of that, my friend was a finance guy there and they were very low pressure and that led to far more sales because they basically just showed people what their payments would be without asking for anything, and in many instances people bought right there thinking they were just on a test drive. But yes, there are so many uneducated slimeballs of feces that still run the dealerships...
Incidentally, it was with that dealership group I had my negative experience. But they are now crushing and taking over everyone like the Borg...
My Subaru dealer had a propensity to send me spam email and robo call telling me my car needed service. I politely emailed them numerous times requesting them to stop calling and emailing me. It continued. I sent an email to [email protected] and asked them to handle the situation on my behalf. Problem solved.
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