Premier Subaru of Fremont

WORST SERVICE CENTER FOR NEW CUSTOMERS - RUINED MY NEW PAINT As a new customer who has spent a lot of money on a brand new 2019 limited Ascent, I want my investment to last, especially since i chose to have a b As a new customer who has spent a lot of money on a brand new 2019 limited Ascent, I want my investment to last, especially since i chose to have a black car. I know it requires a lot of attention. This is my second black car and I know what it takes. Upon receiving my new 2019 Ascent, I already had my car planned to have it paint corrected and ceramic coated to protect the finish. Since its correction and ceramic service from my detailer, he has been the one one to way have washed my car. After his services he usually takes photos of his work to use as stock photos. Twice I have had it washed by him. To date since I have owned the car I have own had my car at Subaru of Fremont two times prior to this last visit. Both times I was asked if I wanted my car washed. Which I declined and told them I have it ceramic coated. This last visit I was in for an Alignment and brake issues. The Alignment was sorted out and the brake issue was never duplicated ( even though I was read a brake measurement and the complaint was brake fade (SMH). Upon getting back to the service center from my house in North San Jose, my service advisor Daniella tells me my car is ready but needed to wait because they had a porter get it. I asked if it was getting washed. Her answer at first was Yes. Then the calls the porter and then turns to me and says no. I am get my paper work and she says my car is parked up front in the sales side. Odd to me since I have always retrieved it from the front. As I walk up to it, it is cleaned and dripping with water. I left since I have a 9 month son at home waiting for me. Examining it later on, I had noticed spidering and swirls in the clear coat/paint. Mind you I took this car in DIRTY. I took a couple of days and a visit from my detailer to examine the paint. Sure enough either the wash bay or a person drying the car with a contaminated dry chamois put swirl marks in what used to me a very clear paint job. I was pretty mad. I did not even go a year with out the paint being swirl free. I had sent and email to Fremont Subaru. I emailed on the request of a re-imbursement for the damage done to my paint from the wash. I have attached photos of what it looked like before and after it went to the dealership wash. I also had video of it leaving my Driveway dirty and coming back clean. Well I get a call back from the service director Jacob Lozano. I wish I could go word for word on our call but basically it broke down like this. -He cannot confirm or deny my car ever went through a car wash, being they go through 14-15 cars a day. Are you kidding me? You are denying the was and it was logged and I get your trying to cover your a** - He has no security cameras to go back on the day of the service and said they will be installing them in the future.( Are you kidding me you? You are the worst liar ever and I have pictures from Google that there is a camera right in front of your wash bay.) - Told me I should have bought a light colored car which would have hid the swirls. Coming from him whom he said was a detailer before he become a service director? - I had picture evidence in which I sent to him and even had security camera video from my house with my car leaving dirty and it coming back clean, which he said could have been from anywhere. - Offered to have my car fixed at the dealer but could not guarantee to get all of it out? Thats funny because that is the whole point of a paint correction. To make sure the whole car is square. - Lastly toward the middle of our conversation over the phone he lost interest. How i knew was he was counting Repair order totals and shuffling paper work around. I get your busy but that's the worst thing to do with a customer who is very perceptive and has been in the Dealer business as a technician for over 14+ years. - When I reached out to Jacob my goal at first was was to get my paint repaired and possible re-imbursement. I truly wanted to keep my service at Fremont Subaru. As my conversation with Jacob went on, I thought to myself, if you took responsibility that you washed my car and it was an accident to have ran it through the wash, I honestly would have let it slide. But the fact it came out as straight up denial it never happened and lying about having security cameras ( I found images on google, and on instagram). You offering to have my have my car fixed but not completely also threw me off. So your saying you want to half a** the work on my brand new car? I spent over 48K on this car brand new plus extras. Coming from Honda after 10 years. I asked if he was about customer retention and if it was, How can you say that after what you said to me? How can you trust a dealership and its service director lying to you and the telling you to come back and they will half a** make it right? How can you trust any work from then on out? Do Not go to Fremont Service. Go somewhere else. More

They tried to cheat me Inspite of it clearly mentioned in the fine print on the agreement documents, that I can cancel GAP insurence and Extended Maintenance within 90 days, Inspite of it clearly mentioned in the fine print on the agreement documents, that I can cancel GAP insurence and Extended Maintenance within 90 days, "the unprofessional manager he is", refused to take it back. I had to complain to Subaru of America in order to settle the matter. The idiots working there dont have any business ethics. xxxxxxxx, good for nothing. More