Premier Subaru - Service Center

Client responded

Limited to 25 words or less in the first part of the review. Dishonest has to do with the fact that the only way I found out the car I purchased had been in a serious accident (prior to my purchase) was when I later had it serviced at a local body shop for a minor repair and they told me Mr. Alves (owner of the dealership) was the one who had a significant accident with the car. The staff told me the owner was a private owner and was very cagey about the accident. That was day one. Yes you performed the safety recall. If you want people to be committed to your dealership why would you not comp an $8 oil filter. I think it’s a clear indication of the poor customer service. Also I requested you take care of body rust on my 2013 Crosstrek around the gas fill. Your response to me documented on the service paperwork was you would not do it because I said the rust was there when I purchased the car. Again, a sign that customer care at Premier is very poor. Subaru has admitted to using poor metals in the car. Your denial to assist was again poor customer service. I only wish to be sure that customers who are considering purchase or service with you to maintain “buyer beware” as others have also posted. There are other opinions here. Good and bad. But my experience from day one has been pretty poor.

Premier Subaru responded

Ms. Rowell/ Thanks for the follow up as we were able to now pull your complete service file - and a Carfax vehicle history report to have better information. Prior to completing the recall on your vehicle - which was done to Subaru standards and requirements - and, as outlined in a detailed letter, you have not been to our dealership in more than 4 years. According to Carfax, your vehicle was also in three separate accidents (as three separate insurance claims were filed against the vehicle) since the time in which you took delivery of the vehicle from our dealership in 2015. You have also driven the vehicle more than 100,000 miles since the last time it was at our dealership. We are unable to take care of any rust on the vehicle as, the car is well outside of Subaru's rust perforation warranty - that expired at 100,000 miles. Furthermore, that particular warranty wouldn't have applied anyway since, according to Carfax, areas of damage in a previous accident (and corresponding insurance claim) contained areas of your concern. We would strongly recommend you returning to the body shop that completed the work to discuss a further course of action. While your car was here - you requested an estimate from our body shop and we merely complied. Your exact bill from us on 09-13-2019 was $7.43 - which was for a sold Subaru oil filter, plus tax. The responsibility of which was clearly laid out in a detailed letter from Subaru to you - and filed with the National Traffic Highway Administration. Our company also provided you with a complimentary loaner vehicle during the time in which the recall repairs were being performed. We have done nothing wrong and, your review is grossly unfair. It is obvious from the history on the Carfax - which shows various repair facilities and, no loyalty to any one of them, that you don't value service levels, or the relationship with any one provider. We stand by our management of your recall repairs (we actually did two of them) and, what your responsibilities are. It is clear that only denote items that would be free as good service. We wish you the best in the future.

Premier Subaru responded

Mr. Livingston, thank you so much for sharing ! We ae so grateful for customers such as yourself. We are so pleased to learn of your positive experiences with the Service Department and Premier Service Team. We appreciate your continued business and look forward to seeing you again in the future!!

Premier Subaru responded

Thank you so much for your review!!! We are so happy to hear of your positive experiences with Premier. We appreciate your business and look forward to seeing you again in the future!!

Premier Subaru responded

That is great to hear ! Thank you for the review and feedback! We appreciate you making Premier Subaru your trusted dealership for service ! We are so pleased to hear of your positive experience with the Premier team! We look forward to seeing you again in the future!

Premier Subaru responded

Thank you for the great review and feedback. We are so pleased to hear about your great service experience at Premier Subaru ! We appreciate your business. And look forward to seeing you again !

Premier Subaru responded

We are happy to look at your Forester A/C again to ensure that it is working correctly. One of the reasons we do test drive the vehicles is to (a) properly diagnose the problem and (b) once repaired, so that we can do a "quality control" ride to ensure that it is operating. Sometimes, it does take some miles in order to attempt to duplicate a problem or, identify if it is working or not. We do need to experience actual driving conditions in order to ensure that the vehicles are operating to factory specifications and, that would include an air conditioning repair. We are happy to review these results with you as, we can also show you the air flow temperature meters that we use to ensure that the air temperature is that specified by the factory.