Subaru World of Newton

ken967 responded

Spoke with Chris at 10:30 and explained the experience I had on October 13th as well as providing the invoice number and special order parts invoice number I was presented with on the 13th. Chris will look into the matter and get back to me.

Subaru World of Newton responded

Subaru World of Newton values all of our customers and strives to exceed their expectations. Unfortunately, in this instance, we did not achieve our goal. As the General Manager, I can certainly understand this reviewer’s frustration and did speak with him directly to apologize for the lack of quality customer service he feels he received. However, when speaking with him I did review with him the fact that upon inspection we discovered that his adjustment bolts were badly rusted and that we were unable to loosen them by applying the usual amount of force. At that time, we also informed him that if we were to apply additional force, there was a chance that a bolt could break. Since we did not have the replacement part in stock, we did not want him to be stranded without a vehicle. The customer stated he would try to loosen the bolts himself. Instead, he chose to bring the vehicle to another repair shop where the alignment was performed. I did apologize to the customer stating that it is possible that our technician may have not made the correct decision but only had the customer’s best interest in mind. Although we did not charge the customer for any services rendered, as a goodwill gesture, I offered him a dealership credit of $79.95 for the amount of the alignment. I have also forwarded the customer complaint regarding the long hold time and lack of email response from Subaru Corporate to our District Manager. Chris Dexter, General Manager