Premier Subaru - Service Center

Premier Subaru responded

Steve2014, We greatly appreciate your 5 star review. We are happy to hear you enjoyed your visit with us. Thank you for choosing Premier Subaru in Branford & we look forward to working with you again in the future. Sincerely, Bob Alvine, President / GM

Premier Subaru responded

Thanks for the great rating, bdags123! We're glad you had such a fantastic visit with us and we look forward to seeing you again! Thanks for stopping by Premier Subaru in Branford! Sincerely, Bob Alvine, President / GM

Premier Subaru responded

Thank you for your wonderful 4.8 star review. We're so glad you had a great experience with us at Premier Subaru in Branford. Please let us know if there is anything else we can do for you in the future. Thanks again! Sincerely, Bob Alvine, President / GM

Premier Subaru responded

Ms. Bendici/ We thank you for updating your comments. Our customer relationship management system shows no contact until your only service on 1/19/2018. We truly welcome the opportunity to exceed your expectations in the future and, appreciate your dialogue.

Premier Subaru responded

Jodi, Thank you for your 5 star review. I am happy to hear you enjoyed your visit with us. At Premier Subaru in Branford, we like to treat our customers like family, and our main goal is to ensure that you leave 100% satisfied. Thank you for choosing Premier Subaru in Branford & we look forward to working with you again soon. Sincerely, Bob Alvine, President/GM

Premier Subaru responded

Mr. Payne/ As you know from the correspondence over the weekend with our owner, we appreciate your comments - but, don't agree with them. We always welcome comments from our customers - and even have portals and cards all over our dealership soliciting comments and areas of improvement. Your comments are quite unfair and, don't truly tell the full story. As you know, you purchased your vehicle on 7/17/2017 at 91,981 miles. While the State of Connecticut requires only a 60 day - 3,000 mile limited warranty, Premier Subaru provided to you a 6 month/6,000 mile nationwide limited powertrain warranty at no charge. You were also provided with additional coverage options, of which you declined. 0n 10/23/2017 at 100,320 miles (well after the expiration of your warranty) you arrived at the dealership with an oil consumption problem that you had a stated concern. We sought approval and replaced the engine in your vehicle (a $6,000 repair) without question under a factory warranty extension. We also provided you with a loaner (as you noted) at no cost. Such alternative transportation is not a requirement under any warranty and was provided to you as a courtesy. While the vehicle was in our dealership, our Certified Technician noted that your vehicle wheel bearings were loud and had some free play. We also noted that you needed a new cabin air filter (maintenance item) and an alignment (maintenance item). You declined these services. While your vehicle was at our dealership, we also cleaned out your sunroof drains - as they were clogged. We called you and advised you of these items as they were notated by our Certified Subaru Technician as being items that should be considered. Premier Subaru provided you with a discounted repair sum for all of these items as your vehicle was in our service department. You met these calls with the same level of vigor as this review. Our company did the best we could for you by replacing a $6,000 engine under warranty, providing you with a loaner vehicle and, providing you with a discount on additional repairs that we thought you should consider. You had no active warranty to cover any of this. We are truly sorry that you feel the need to provide such a negative response in something that is outside of our control. You have no active warranty and, therefore, would be responsible for the repairs. Our company provided you with a significant discount towards these repairs of which you declined. Our owner remains more than willing to discuss this matter with you (as he indicated via emails to you over the weekend). Thank you.

MattP responded

Nice try, but in summary: - At <96,000 miles I asked if wheel bearings were covered under my warranty. I was told no. This is factually false, and led to me not getting them fixed under warranty. -Not only do I not have a sunroof, but you did not inform me my drain was clogged, nor that my car had been sitting soaking wet long enough to grow mold before I even picked it up. I had to call 3 times to finally be connected to Brian who still tried to tell me it was somehow my fault, and he reluctantly agreed to take it back in, where I got nothing but an hour of wasted time. -Your owner called me a liar, as the writer of the response is doing now, and dismissed my concerns and told me it was all my fault and I'd be lucky if he did anything for me. I will post the conversation here for readers' consideration. Read chronologically from bottom to top: Well Bob, after this conversation, you don't need to bother. You have been even more insulting, condescending, and dismissive than your employees, to the point of now calling me a liar. That car was as loud when I test drove it as it is today, and a bad hub unit will absolutely hold together far beyond 8000 miles, especially one being held together by an axle nut. I know this from experience prior to the two bad bearings I bought from you which are now on 9000 miles in my possession and counting. Also, regarding the oil consumption, that repair is the result of a class action lawsuit against Subaru, not your generosity and hard work on our behalf. Nice try though! How ignorant do you think your customers are? I am astonished at your lack of understanding of what customer service means, and it is clear that your dealership's success rides on the success of the franchiser and not the ability of the franchisee. This is also reflected in the surprising number of negative reviews I've found that I wish I had read before doing business with you. It's 2017, you should know better than to address negative feedback in such a manner! I don't know what you are trying to accomplish by being so defensive and unremorseful, but you've certainly shown your hand. These reviews matter to you, and I will continue to add to them both online and by word of mouth because if I can prevent a single person from purchasing a car from your dealership, I've cost you way more money than I would have by having my bearings replaced by you. It will be hard to take any credit, however, because it seems my negative experience is just going to be another drop in the 1-star bucket. Your company has done quite enough damage to this car, and I will not take the chance of having it in your possession again. Happy holidays! Matt Payne Hide quoted text On Sun, Nov 19, 2017 at 12:09 PM, Robert Alvine <ralvine@premiersubaru.com> wrote: Matt/ If I get something I reply. My phone number is also well publicized since email isn’t perfect with virus scanners and various firewalls. I did get your email today and responded quickly as I typically do. We don’t sell cars with a bad wheel bearing nor, would one last 8000 miles. There are no technicalities with warranties - they are all in writing and quite clear. We offer customers extended service agreements for unforeseen expenses as You now face. As I indicated - I will look into this matter tomorrow. Robert J Alvine President Premier Auto Group Premier Subaru Premier Subaru Watertown Premier Kia Premier Certified Preowned www.buyatpremier.com On Nov 19, 2017, at 11:52 AM, Matt Payne <mattyp6@gmail.com> wrote: The e-mail below is from an external source. Please do not open attachments or click links from an unknown or suspicious origin. I did use the Tell It to Bob form two weeks ago, but I didn't get a response. I didn't get a follow up call or email for this visit either. Apologies for having to turn to reviews for my complaint, but I felt abandoned by your company and that our business was done. I did not even expect a reply from you this time, but thanks for taking the time. I also do not really expect a concession from you because yes, the car did not show up in the shop until the warranty had lapsed, and that's all you need to technically be in the right and owe me nothing. But the fact of the matter is I bought a car with two bad wheel bearings that should have been fixed and due to giving your company the benefit of the doubt at the time of purchase and during my conversation with service while still under warranty, I am now out of luck for not bringing it in sooner. And there is just no excuse for returning me a flooded moldy car. I didn't say anything untruthful in my review, and I understand why you don't like it being out there, but I encourage you to look at this from my perspective. I'm poor. I had to borrow money to even afford this used and apparently well-worn car. This is the second biggest purchase I've ever made, and it has been a nightmare since leaving the lot, and I am reminded of that every single day. That is what creates reviews like mine. People with very little getting much less than they expected for money they don't even have. I still welcome an offer to make it right and change the end of this story and my mind since I don't even have the time to fix this myself and can only hope they hold together until I do, but as of now that review is still how I've been left to feel. Matt Payne On Sun, Nov 19, 2017 at 9:59 AM, Robert Alvine <ralvine@premiersubaru.com> wrote: Anything on the website makes it to me. I even have my own portal called Tell It To Bob. I saw your online review. Quite frankly, I wish customers would seek us out through our normal channels before making such a review - especially calling our long time employees who don’t have the authority to make such decisions in such a negative light. This team does not sit here and make a decision to make things difficult. They truly have our customers interest in mind and our company leads New England in making out of warranty adjustments for customers. I believe your review was quite unfair. Our company tries very hard to make customers happy. Believe it or not, items such as an oil consumption (not covered under CT warranty) are things we have to lobby for and our team spends much time to do it. You did drive 8000 miles after purchase You are clearly out of any warranty and, seemingly didn’t buy an extended warranty - something we offer for just these occasions (I receive zero complaints from customers with extended warranties). You have to take responsibility for that decision as it is one your made. As such, any such adjustment would need to be outside of the warranty period and borne by us and, after the review I saw, that it a challenging thing. I will look at the facts tomorrow. Robert J Alvine President Premier Auto Group Premier Subaru Premier Subaru Watertown Premier Kia Premier Certified Preowned www.buyatpremier.com On Nov 19, 2017, at 9:22 AM, Matt Payne <mattyp6@gmail.com> wrote: The e-mail below is from an external source. Please do not open attachments or click links from an unknown or suspicious origin. Hi Robert, I'm writing (again, though I'm sure the form on the website doesn't always make its way to you) to ensure there is nothing more your dealership is going to do for me, and this is indeed the end of the story I am telling to everyone who asks me about my new car. I bought my 2013 Impreza in July. I dealt with Sean. Great guy, give him a raise. Everyone else I dealt with on the sales side was similarly pleasant. I drove off in my car thinking it was loud, but that must just be how Subarus are. It needed the short block replacement for the bad piston rings. Very little trouble there, and Brian agreed to do it. Before my appointment, I called because my mileage was about to be beyond the warranty and I was concerned about noises the drivetrain was making. I asked if axles or bearings were covered. I was told no, and let it go. The car went in for the engine repair in October after about 8,000 miles of ownership, and I got the call that both rear wheel bearings were bad and they'd fix them for a large amount of money. I asked again if this would have been covered under my warranty. I was told no. I checked my paperwork. In black and white, under systems covered, "wheel bearings". I asked, I showed them, I argued, I was told no because the warranty is now up. I'm mad. Then I get my car back flooded with rain due to a drain somehow getting clogged during its stay at your dealership, leaving an intense smell of mold. After a few phone calls Brian finally reluctantly took it back in but they did very little to remedy that damage. It was still wet when I got it back, but I had no more time to deal with this. So after all this, I now wake up every day and drive to work and school in a constant reminder that your dealership sold me a bad engine they'd fix, two bad wheel bearings they won't, and a smelly carpet they flooded and barely even apologized for. Bottom line, I want my wheel bearings replaced, especially if they're as dangerous as Ericka claimed they were. Almost everything about my experience at your dealership went horribly wrong. I'd like at least something made right. Matt Payne

Premier Subaru responded

Marilyn, thank you for the 5 star rating! We are thrilled you had a great experience during your visit with us. Please call or stop by if there is anything we can help you with in the future. Thanks for stopping by Premier Subaru in Branford! Sincerely, Bob Alvine, President / GM

Premier Subaru responded

Ms. Grant/ I truly appreciate your frank comments and your time in writing them. I am very disappointed that your take away from our conversation was interpreted like this. As you know, your vehicle head gasket did require replacement as the resulting damage from an initial failure you had in your engine - that we did fix. Our Assistant Service Manager attempted to explain this to you - and, came to a point where he asked for me for help, as, you had become hesitant to listen to him, and, more importantly, we received comments from other customers that you decided to have public phone conversations in front of other customers in our waiting room while they were attempting to read or watch TV. Our assistant service manager, myself and you spoke for quite a while. We went through the reasons for a head gasket failure (and pointed you towards some widely available information on the internet for additional background). We reviewed the technician notes and, the various engine tests that we completed that resulted in the condemnation of the head gaskets. I also made a decision to provide you with a significant pricing adjustment - as, you indicated an economic issue with the payment of the bills. I provided our assistant service manager with this information and, you did accept the completion of the repairs at the significantly reduced price. I further authorized a loaner vehicle for you to allow you to continue to have reliable transportation while we completed the work. I followed up to ensure your vehicle was completed. Your vehicle was picked up - completed - on October 21, 2017 - a time in which I was out of the country on business. We didn't hear further from you thereafter. I am sorry that you interpreted my differing opinion about the mechanics of your vehicle as "arrogant". Together with our assistant service manager, we truly attempted to explain this issue as best as possible to you. As you know from our personal meeting in our service department and the documents provided to you, I remain extremely willing to converse with any customer and, my involvement in your transaction was due to a request, by my team, to become involved as they were simply unable to have you discuss this matter rationally. I always learn from customers and truly do appreciate your comments. I am glad that the vehicle is operating well at this point and appreciate the opportunity to have provided you with a significant reduction in price to assist with your economics. Robert J. Alvine, President

Premier Subaru responded

You are quite welcome, Jeffery! We are so glad Dave and the rest of our dedicated service team were able to put in the extra effort to help you. It was our pleasure to provide you with a loaner vehicle. Thank you so much for your business and kind words. Thank you for choosing Premier Subaru in Branford & please let us know if you need anything else. Sincerely, Bob Alvine, President / GM

Premier Subaru responded

Hello Rich, Thank you for your wonderful five star review. I am happy to hear you enjoyed your visit with us. We are extremely grateful for our staff and the services they provide. Thank you for choosing Premier Subaru in Branford & we hope to see you again soon. Safe travels. Sincerely, Bob Alvine, President / GM