Putnam Subaru

Now that it is over and done, let me tell you about the fun I had on Friday dealing with Putnam Subaru and extended warranty work. TLDR: xxxx you Putnam Subaru. I was right. Since we bought the Forr fun I had on Friday dealing with Putnam Subaru and extended warranty work. TLDR: xxxx you Putnam Subaru. I was right. Since we bought the Forrester, almost 3 years ago now, there has been a small vibration in the front. It wasn't anything I was worried about at the time, as I chalked it up to the xxxxty Bridgestone Dueler tire that were on it at the time. Fast forward to the beginning of this year and the vibration was definitely back and getting worse. I took it into the mechanic that did the engine in my car for an oil change and asked for his opinion. After a bit of looking he came back with it needed brakes and the lower control arm bushing were failing. Had him replace the brakes and made an appointment with Putnam Subaru to deal with the bushings, as it was a warranty item. Took in the car Friday. Told the customer service rep (CSR) that took the report what was happening and asked of the bushings were covered under the extended warranty. Was told flat out "no, bushings are a wear and tear item". Stated that I am pretty sure that the bushings are covered by the extended warranty I purchased through Putnam Subaru. Was told "as long as I've been doing this, bushings have never been covered and are a wear and tear item". Said fine, I'll check when I get home please proceed with your diagnostic. Get a call a few hours later, CSR: yeah, so we found that the bushings are failing and cracked, but haven't complete failed yet. I don't reccome d replacing them at this time. Me: when should they be replaced then? CSR: Come back in 6 months" really... seriously... xxx. As nice as I was able Me: Really, that is your reccomedation? Come back in 6 months when they fail. Oh, and by the way this is covered by the extended warranty. Please replace them. CSR: Bushings are not covered by any warranty, they are a wear and tear item. Me: I am looking at the warranty right now. Coverage 1, Item 7. Front Suspension: transverse links/control arms, shafts and bushings, ball joints .... CSR: Please provide me with the warranty company and information. Me (if it was in person I would have had the biggest smile on my face saying this): Sure thing. Subaru of America, issued by Putnam Subaru plan # xxxxxx CSR: Ummmmm.... I need to go speak with my supervisor and call you back.... click... A few hours pass and instead of calling me, they called Elena. They tried to spin some xxxxxxxx excuse as to why the vibration wasn't due to the failing bushings and something something. Phone gets handed to me and I get to talk to CSR2. CSR2: our techs have determined that the issue with your vehicle and the vibration is due to after market parts. Mainly the pads and rotors as you stated that it only happens under braking. Me: No, I said it can be best felt under braking and that it is a constant vibration. The rotors and pads were just replaced last week, it is not the problem. Why are you not replacing the bushings that your tech found to be failing? CRS2: the bushing haven't completely collapsed yet and until they due I am not going to reccomend replacement. And even if they do the root cause as determined by our tech are the aftermarket rotors. They are warped. Me: xxxxxxxx. The rotors aren't warped. They never got hot enough to get warped and they are too new to have been warped from use. And you're going to tell me you refuse to replace a warrintied item that you know is failing and send me back out on the road with the knowledge that said item will fail and could possibly cause a accident. CSR2: yes, we are denying your warranty claim based on aftermarket parts on your car being the problem. If you remove the aftermarket parts and replace with OEM, then we can look into providing warranty service. Me: Fine. I want you to state that in writing on the invoice that you are denying a warranty claim due to aftermarket parts. And I want your tech to show me the warped rotors, with a dial caliper. And that you believe that the less than 1 week old parts caused the bushing failure. And that you would be willing to warranty the item once OEM parts went on. CSR2: sure, I can do that. I'll have the car pulled into the shop and put on the rack and have my tech show you the "hot spots". Me: Fine, I'll be in around noon. At this point in time I called my mechanic to tell him of the possibility of a warped rotor and so see what his take was. Printed out the Magnuson-Moss warranty act and headed over to talk to my mechanic. While discussing what to look for and exactly what to say I got another phone call, from a 3rd CSR. CSR3: Hi Mr. Redding, after discussing this with (whomever, I forget) we are going to go ahead and replace those bushing under your extended warranty. However, we still believe that it is the aftermarket rotors and pads that are causing this. Me: those rotors and pads are a direct replacement part, made by the same company that Subaru gets them from. Just not stamped woth a Subaru logo. CSR3: I don't know about that. Just that the tech says they are aftermarket parts. However, we would like to put a disclaimer on your invoice that the replacement of the bushings did not stop the vibration and it was the customers aftermarket parts that cause the issue. Me: are you xxxxing serious? Fine... whatever. Please complete the work. Right at closing time Elena gets a call that the car is done, but they haven't road tested it yet and that she can come pick it up or they can keep it over the weekend and provide us with a loaner. She wanted to pick up her car, cause it's her car and I don't blame her. I said we should get the loaner so they can road test. We go a nice little 2021 Crosstrek, and drove it all over. I kinda want one now, mainly cause 30ish mpg compared to my 17ish. Call in today around 3pm. Car is done, road test complete, no vibration found... no vibration found... huh... Funny that. Replacing a failing suspension part fixed the vibration, and the "warped" aftermarket rotors and pads were not the problem. Picked up the invoice, huh... no disclaimer. More

Worst dealer out there! They agreed to a deal in writing and submit documents and then sell the car to another person without informing me! They admit they mark up their cars over msrp 10-30% as they feel and submit documents and then sell the car to another person without informing me! They admit they mark up their cars over msrp 10-30% as they feel COVID is a legitimate reason to do so. Miguel Reyes lied about the whole transaction More

Stay away from the service center if you care about your car Keep your car away from this service department if you care about your car. Came in for them to diagnose a steering concern. My steering wheel was pu Keep your car away from this service department if you care about your car. Came in for them to diagnose a steering concern. My steering wheel was pulling in the opposite direction as I made turns. 1st visit and they tell me my tires have abnormal outer shoulder wear and advised I change tires. $900 later and a new set of tires and the problem still exists. 2nd visit they perform an alignment. I instructed to have them make my alignment even on both sides. I get the car back with -.11 toe on the driver side, and .10 toe on the passenger side. The service adviser tells me he had his shop foreman do the work and ensures me that this is even although both values are literally at the end of the recommended values (one wheel is toe in, and the other is toe out.) I end up leaving and on the freeway, I notice the car is pulling hard to the left. I get home to find that my passenger right tire was 10 psi over-inflated. Isn't the first step to a proper alignment checking the tire pressure? In fact, the paperwork they provided me says they are required by California law to inflate all tires to the manufacturers specified tire pressure. Brought my car to an independent shop a week later, had a proper alignment done, and all my issues are now resolved... and at less than half the cost of the dealership. I've since cancelled my maintenance plan as I do not plan on allowing these techs to touch my car... Don't bother trying to send feedback on Putnam Subaru's "general comment and feedback" on their website. My e-mail keeps going to a man named Cesar who says this is the sales department. More

Rip Off First of all the website scheduler doesn't work and neither does the email button (if there is a problem click this link). The prices are outrageous, First of all the website scheduler doesn't work and neither does the email button (if there is a problem click this link). The prices are outrageous, I called once to the operator asking her if I could use a 10% of parts & labor, she pretty much laughed in ear and told me to bring it in when I paid the bill. I was so frustrated that when I went in to pay, I forgot to give the coupon....the bill was way of 4k so it would have really helped to have that taken off. When I realized what I did, I emailed and called and got absolutely no response. My last visit, I scheduled a pickup and was told that I could pick up anytime after xyz time to ensure car was put together. Yet when I arrived it wasn't ready. Only time I will ever take a car to the dealership is when its under warranty, and even that is sketchy since conveniently most repairs don't fall under the warranty. I had another major repair and twice I left the dealership thinking my problems were fixed. They weren't yet, it wasn't the responsibility of the mechanics, it was because I have an older car and here is the bill for $165 (again). I could go on and on.....Please work on customer service....all the little things help (offer the coupon, Putnam is making enough money to honor this with no piece of paper)---take lessons from speedy oil and bed, bath and beyond. More

Harry and Peter are amazing. Simply put - Harry and Peter have been taking care of me since I believe 2016-2017. They are both are personable, knowledgeable, and extremely accommo Simply put - Harry and Peter have been taking care of me since I believe 2016-2017. They are both are personable, knowledgeable, and extremely accommodating. More

Timely and professional I was immediately greeted upon arrival with the sign in paper work and was told it would be about two hours to complete the work. I waited in a comfor I was immediately greeted upon arrival with the sign in paper work and was told it would be about two hours to complete the work. I waited in a comfortable waiting room and in two hours was informed that my car was ready. Very smooth operation and a first for me. More

Nice experience Everyone is very friendly and helpful. My wife and I had one of the best experience ever when buying a new car. They went out of there way to ensure Everyone is very friendly and helpful. My wife and I had one of the best experience ever when buying a new car. They went out of there way to ensure we got what we wanted. More

Prompt efficient service I showed up early due to a schedule change, but they were able to accommodate the early arrival with no problem. The truck had its first oil change a I showed up early due to a schedule change, but they were able to accommodate the early arrival with no problem. The truck had its first oil change and tire rotation plus a tire rotation. Very pleased with how the truck looked after it was detailed. More

Gary was great! My husband and I both bought new Mazdas from Gary. He was friendly and approachable, never pushy, and helped us zero in on exactly what we wanted. Gre My husband and I both bought new Mazdas from Gary. He was friendly and approachable, never pushy, and helped us zero in on exactly what we wanted. Great experience! More

Thorough and professional From Ethan to Dan to Steve, Putnam Burlingame is by far the leader in the SF Bay Area. Dan, in particular is outstanding in every facet of sales and f From Ethan to Dan to Steve, Putnam Burlingame is by far the leader in the SF Bay Area. Dan, in particular is outstanding in every facet of sales and follow-up. More