Luther Bloomington Acura Subaru - Service Center

Luther Bloomington Acura Subaru responded

HI Kent, thank you for taking the time and leaving this review. We are happy that we were able to repair your concern regarding your tailgate. Its unfortunate that you are only able to give us a 2 star rating. Upon looking at your history we only have 2 visits listed in our history in regards to this. One to diagnose and order parts and one to repair and install the parts. Your other 2 visits to our dealership were to install accessories purchased with the vehicle and your first visit to our Express department for your first 6 month/6000 mile oil change. I apologize if we are missing something. Please contact us if you have any concerns that we can assist in addressing. We appreciate you letting us know.

kentrahm responded

The issue was a rear hatch on my Outback that wouldn't open or close properly. At the first appointment we were met in the bay by Scott Nemitz who pushed the button on the dashboard a few times, saw that it worked a bit, and sent us on our way without registering us as customers. The problem returned within a few hours. At the second appointment, the car was taken into service and was diagnosed as having faulty hydraulics in the pistons that open and close the hatch. Parts were not in stock so we were told to wait until they came in to have the door fixed. At the third appointment, we brought the car in and it was serviced. A few days later, the right piston jumped off the pin that attached it to the door; clearly the repair had not been done correctly. I pushed the piston back into place, hoping that it would last. We made an appointment and came back a fourth time to be sure the door was repaired. We were again met my Mr. Nemitz who said that a clamp or a pin needed to be clicked into place for the piston to hold in place. He inspected it and said that it was OK and that no further repairs were needed. Again we left without being registered into the system. I have the dates for three of the times that we brought the car in: June 1, 16, and 29. Another issue was the difficulty in making an appointment. I tried using the online appointment system and it wasn't working. I called Mr. Nemitz's phone directly and left messages that weren't returned (He was on a long weekend break, something not noted in his message). When I called the service desk I was on hold for at least 20 minutes before finally talking to someone. I really didn't think that it should be that difficult to talk to someone at the dealership. One more issue is that I've heard that some other Subaru owners have had similar problems. If that's the case, then the car should have been accepted for service the first time that I brought it in since this is a known issue with the car. That would probably have eliminated two of the visits and have resulted in a 5 star rating I think that the combination of all those difficulties merits a two star rating for this relatively trivial repair. We have liked just about everything else about the dealership and expect that we will receive excellent service in the future.

Luther Bloomington Acura Subaru responded

Thank you so much for the wonderful review, we will always be here if you need us! See you next time!

Luther Bloomington Acura Subaru responded

Thank you so much Rozsandilla, we very much appreciate you letting us know! See you next time!

Luther Bloomington Acura Subaru responded

Thank you so much! We very much appreciate you letting us know and thank you for your continued business over the years! Take care!