Patriot Subaru of North Attleboro

Patriot Subaru of North Attleboro responded

Dear OutbackOwner1. You tagged an associate, Ryan Benjamison, a former sales associate of ours who left our employment in May 2018, nearly 3 years ago. Ryan currently works with Anchor Subaru. You detailed a situation regarding changing prices on a customer, and we agree with you - if that ever happens to you, run the other way. One thing for sure, If we provide a price, we honor that price. We do not believe that a review would be written 3 years after the fact, so we are sure that it was not our store involved with this matter. If you are in the process of purchasing, we invite you to come in, and we will be more than willing to assist. Sincerely, Mark Perryman

OutbackOwner1 responded

While I may have the wrong Ryan I still have the photos of the paperwork your employees tried to sneak past me. You folks are lucky I didnt report you to the state division of consumer affairs.

Patriot Subaru of North Attleboro responded

Mr. Castro, Thank you for your review. We are grateful that you purchased and have serviced your vehicle with us over the years. I cannot speak for all manufacturers and their batteries versus Subaru batteries. With more people working at home, driving less, idle batteries will lose power, and all repair shops have seen more issues. I am not sure of your circumstances. Here is what I do know. You have serviced here eight times since purchasing in 2016. You drive a significant distance passing many Subaru stores to come here. You have been loyal to us for all of your services and we again are grateful. Yesterday you came into the dealership and inquired if we are having issues with Subaru batteries. Service Advisor Nikki was here to help. You stated your vehicle would not start on Christmas day December 25, 2020. You contacted AAA for a start, and they replaced the battery. The battery that failed had been installed by us on May 9, 2020, so we agree, 7 months is unsatisfactory under normal conditions. Nikki asked if you have the battery we put in. You leave and return minutes later dropping the battery on her desk, this time with frustration showing. My Parts Manager Craig intervenes and asks if he can assist you. Craig explains the battery is under warranty for 30 months and we can certainly replace it for free. He gets you a new battery, and you departed. To the best of my knowledge you did not request a refund for the battery you purchased in May, but if you would rather have that than the battery, by all means, we are happy to do that for you. You are a great customer, and we felt that we were doing the right thing by you, always being friendly and attentive. I personally interviewed everyone who was involved, as well as the other advisors who witnessed the exchange. Did we treat you the way we would want to be treated if the shoe was on the other foot? We think we did. We know you are frustrated at having these service issues. I’d be pretty angry too if my car didn’t start on Christmas. A one-star rating for the battery, ok, but not for the team. We’d be happy, no charge, to look to see if there is another issue, an alternator, or a car light switch. Number one reason for winter battery failure - the overhead light in a car being left on overnight. Who’s to say? We’re here to help. Let’s see if we can get together and resolve this. Hopefully we can exceed your expectations and make you happy. That’s our goal. Sincerely, Mark Perryman Managing Partner / General Manager

Patriot Subaru of North Attleboro responded

Thank you Rita! We like to say we're family, and in this case, it definitely was :) We're glad we could help. Best from Shawn!

AK responded

I am certain you know who I am. I was a customer there for almost 2 years. I always had wonderful things to say about your service department, who I will miss dearly. I couldn’t have been more pleased until my second purchase with your dealership. Haggling may not be your approach but it was your sales managers, even though I was a loyal customer. You did try to make it right in a way you felt fit, unfortunately for a loyal customer as myself, it wasn’t nearly enough for the experience I had at Patriot Subaru. It was actually a smack in the face which is why I have since taken my business elsewhere, which saddened me to do. It’s definitely a shame.

Patriot Subaru of North Attleboro responded

AK, we have tried to match your assessment, and your experience, with a customer. You did speak highly of our service team, and they could not pinpoint a name from the initials AK, or AB. We are saddened too at being unable to figure this out. Maybe its obvious and we're just missing it, but the guessing game is wearisome. If you would like to call me, I would be very glad to listen to your concerns. I will state again that haggling is not our style. Perhaps we were unable to meet the price you wanted on this new car. While we try to do everything we can, there are times when it is not possible. Being a customer who had purchased before and serviced with us, you may have felt slighted, but I simply do not have enough info to go on. My General Sales Manager, Matt D"Ambra is one of our most reviewed associates, and receives tremendous recognition. I hope you call me to talk. 774-203-4500 Sincerely, Mark Perryman, General Manager.

Patriot Subaru of North Attleboro responded

HI Adam, we just wanted to thank you for the great review and recommendation. Sounds like a good rapport with Kaysi and then Dave - good communication as you noted, made it all go smooth. We appreciate you taking the extra time to detail it all out and share your thoughts on the experience with us.