Ira Subaru

Ira Subaru responded

Hi Sam, we are very happy to have provided you with such a positive experience! If you ever need anything else from us, please feel free to give us a call or stop by. Have an awesome day!

Ira Subaru responded

Hi, we're happy you found Juan to be so supportive during your experience here at Ira Subaru. If you have any further questions, please don't hesitate to reach out!

Ira Subaru responded

Thank you for your feedback, and I'm sorry to hear that your experience left you questioning our recommendations. We understand how frustrating it can be when you choose a different repair path and achieve a favorable outcome. That said, there is often much more information behind a diagnosis than can be conveyed in a brief estimate or online review. Our technicians evaluate the overall condition of a component or system and make recommendations based not only on the immediate concern, but also on reliability, safety, and the potential for future issues. One of the reasons we utilize digital inspections and technician videos is to provide transparency into that process. We want our customers to see what our technicians see, understand why a recommendation is being made, and have the opportunity to ask questions so they can make the decision that is best for them. While we recognize there are often multiple ways to address a vehicle concern, our responsibility is to recommend the repair we believe provides the most complete and long-term solution. We respect that every customer has different priorities when it comes to repair costs, vehicle age, and ownership plans, but we never want a customer to feel uninformed about their options. We appreciate you sharing your experience and would welcome the opportunity to review your visit and discuss our findings in more detail. Daniel Hutt | Service Director (978) 739-8866 dhutt@group1auto.com

Ira Subaru responded

Kyle, thank you for taking the time to share your feedback. I'm sorry we left you feeling this way. While I respect your perspective, there is often additional context behind a diagnosis and repair recommendation that cannot be fully captured in a review. In the case of the keyless entry concern, it appears the online pricing you referenced may have been for a single component, while our estimate likely included additional parts or keys. Similarly, any recommendation related to your coolant leak would have been based on the condition of the vehicle and our findings at the time of inspection. Our goal is never to sell repairs that aren't needed. In fact, this is exactly why we utilize digital inspections and technician videos whenever possible. We want our customers to see what our technicians see, understand why recommendations are being made, and have the information needed to make an educated decision regarding their vehicle. We also stand behind the work we perform. Our philosophy is to recommend repairs that properly address the concern and help prevent future failures, rather than simply applying a temporary fix. We understand that every customer must balance repair costs against the age and mileage of their vehicle, and we respect those decisions, even when they differ from our recommendations. We appreciate your feedback and would welcome the opportunity to review your experience with you directly. Daniel Hutt | Service Director (978) 739-8866 dhutt@group1auto.com

Kyle responded

Hi Daniel, For the coolant leak, I personally showed the service representative the spot of the leak, then the service technician only quoted the radiator which was not needed and I had to walk back to the bays from the showroom to point out the area of the leak. The service rep ignored my information without documenting it and it was unprofessional. For the quote on the remote keyless entry, this came back with $349 on the part alone without any labor if I bought it directly from the dealership. The total estimate wasn't fully transparent and was for $638.12 for the parts and labor $44 in shop supplies, and $29.88 in tax for a total of $722.00. I did not need any additional keys as they are both still functional as I'm writing this review. When I looked up the exact part that was being sold this was for a total price of $210.95 from this website. The part it s listed at $314 without the discount applied. https://parts.subaruonlineparts.com/oem-parts/subaru-control-module-88035sg001?srsltid=AfmBOoq4AGBvY_azPJhw_7mIfq_ptKZX4Ok301N-HG6rnqPekOiXcnl4 Your defensive response of "I'm sorry you left feeling that way" lacks any accountability and I'm writing this response to hopefully give the next person who comes in a better experience than what I had. Sometimes a temporary fix is nice for the people who are struggling, I just had a baby and the extra $750 for remote keys working is a luxury expense I personally can not afford. Your service department did not even present the temporary fix for me. It was something I had to figure out myself and was able to learn and research from the 5 minutes of receiving the estimate to speaking with the representative. I want to voice solutions that you can maybe implement with the next people who come in Tips to improve service: - offer price matching on parts. This is something you can find at Autozone, Napa, O'reillys - have the technicians perform a more thorough diagnostic. I don't believe they were wrong, but setting an appointment and having a line of other cars leads me to believe the technicians are rushed and more appointment slots are allotted than their team can manage. You can reduce the number of appointments available to give a more personal experience rather than a churn and burn approach -Disable the automated responses on your CRM. While I'm guessing on this, I believe you may use salesforce for this and the automated responses aren't a human touch, it feels robotic and I'm talking with ai. Sincerely, Kyle

Ira Subaru responded

Hello Trish, we're happy you found our staff to be so supportive during your experience here at Ira Subaru. If you ever need anything else from us, please feel free to give us a call or stop by. Have an awesome day!

Ira Subaru responded

Hi, we strive for 100% satisfaction, and it is great to see you had such a positive experience at Ira Subaru. If you have any further questions, please don't hesitate to reach out!

Ira Subaru responded

Hi, we appreciate your positive review of your recent experience with us! Please don't hesitate to reach out if there's anything additional we can do for you.