Summit Subaru El Cajon

Summit Subaru El Cajon responded

It is unfortunate that we were not able to resolve your issue and we would like to offer the opportunity for you to come back to our dealership so that we could make this right. We provide factory trained technicians who are educated in recommending and providing the utmost care in ensuring our clients vehicles are road ready and safe. Please let me know how we could better serve you. Tim Anderson Fixed Operations Director Subaru of El Cajon

Summit Subaru El Cajon responded

Your safety is our priority. Our assessment was that the tire could not be repaired and needed to be replaced. Our measurements on your tire tread depth was 4/32 all around and thus our recommendation for your safety to replace them. The federal government requires that tread wear bars be placed at the 2/32nds-inch wear mark. The difference here centers around safety. As a result of the Tire Rack's recently publicized testing, they demonstrated the effects of tread depth on wet braking. As a result of its own testing, Tire Rack recommends changing tires at 4/32nds-inch. “While there are obvious trade-offs associated with replacing tires before they are fully worn out, we don’t believe these reasons exceed the costs to repair a vehicle (or its occupants) after an accident,” wrote the company in its Inside Track catalog. Continental recently became the second tire manufacturer to definitively and publicly address the issue, after Michelin North America Inc. At a press conference in Korbach, Germany, Dr. Burkhard Wies, vice president of passenger and light truck tire line development worldwide, said tires should be removed at 4/32nds-inch for safety’s sake. He said research clearly shows that a tire has significantly greater traction at 4/32nds-inch than at 2/32nds-inch. Research from RWTH Aachen University in Aachen, Germany, has also recently shown how accident probability decreases as a tire’s road friction value increases, meaning that there will be a negative impact on safety between 4/32nds-inch and 2/32nds-inch tread depth. Your safety will always be our number one priority and as such our recommendation to replace your tires, including the one we assessed to be nonrepairable. Thank you, Ricardo Orozco Service Manager Subaru of El Cajon

PRAENEAL responded

Ricardo still missed the point entirely... NONE of this information was discussed with me when I picked up my vehicle... Cameron told me the mechanic DID NOT FIND A NAIL IN MY TIRE !! Then, as an after thought pointed out that my tread indicated I would need tires soon. NOTHING MORE WAS SAID AT THAT TIME! Cameron happily released me on my way as though there was no issue at all! I had no idea the nail was still in my tire. Cameron's suggestion was that it never was a nail at all... just something stuck in my tread that later fell off. There isn't even mention of looking for a nail in the copy of the work order I received at the end of my visit. There was NO DISCUSSION about repair vs. not repair... no warning about driving on the tires with a nail in one of them! How could this discussion have possibly occurred if they did NOT find the nail?! I am not so much objecting to their opinion that I might need new tires... THE POINT HERE IS THE NAIL! Tell me... how exactly does this exemplify the dealer's concern for my safety?! We are miles apart here... I am at a loss!!?? Why is this so hard to understand... no one at the dealership EVER found the nail in my tire... :-( That is it in a nutshell... they did NOT even find the nail. That is their mistake.

Summit Subaru El Cajon responded

The price we quoted to replace your all of you wipers was $70 including materials and labor. If that is not what you were charged then please contact me directly at (619) 440-0404. Thank you, Ricardo Orozco Service Manager Subaru of El Cajon

strumsky responded

Interesting. The reply I got was this: "Windshield wipers are $15 each with free install. If you were charged differently please stop by and we will make it right. Thank you, Carlos Robles Service and Parts Manager INFINITI of South Bay" But Subaru of El Cajon is charging $70 - which, with tax, etc., is close to $100. That's more than twice the cost at the Infiniti dealership. Perhaps the survey DealerRater made an error and sent me a reply from your competitor, but it nonetheless shows the price discrepancy and excessive cost I was attempting to make you folks and this customer-service rater aware of. Perhaps I should have purchased a car from Infiniti dealer, but I expected a higher level of commitment to respect and "love" from Subaru. This is not an example of fairness, respect nor good customer service; it shows obvious disregard to the loyal customer who has already purchased one of your models, there being evidently no reason to keep a customer's business. Well, kudos to Infiniti for treating its customers right and fairly. Now everyone will realize that too.

Summit Subaru El Cajon responded

Erin, Thank you for taking the time to leave us this very positive review. We're glad to hear that you received great service and that we were able to repair your Subaru in no time! Subarus are great vehicles and we're glad to hear that it continues to be one of your favorite cars. We appreciate you being a loyal customer and are looking forward to servicing you for years to come. Paul Fillmore General Manager Subaru of El Cajon

Summit Subaru El Cajon responded

Thanks! We're really glad to hear that our team was friendly and that you found our dealership to be clean and that you enjoyed your overall visit with us! We appreciate the recommendation and we hope to see you again soon. Paul Fillmore General Manager Subaru of El Cajon

Summit Subaru El Cajon responded

Thank you for this review! We're glad to hear that you found our service members to be nice and attentive all while pricing quick service on your vehicle to take care of the recall! We hope to see you again soon. Paul Fillmore General Manager Subaru of El Cajon

Summit Subaru El Cajon responded

We're really glad to hear that you've had nothing but a great experience with us since the day you bought your new Ascent! Our staff really goes above and beyond for their customers to ensure they leave feeling 100% satisfied! We will be Sure to let the entire team in the service department know of your kind words! We appreciate you being such a loyal customer and are looking forward to servicing you for years to come. Paul Fillmore General Manager Subaru of El Cajon

Summit Subaru El Cajon responded

Nicholerod, Sorry to hear how frustrated you are. It's certainly no fun to get an $800 repair estimate when its not expected. Please know that the manufacturer sets the warranty terms, and Subaru of El Cajon can only repair under warranty what the manufacturer specifies. On the parts issue please understand that because of the global pandemic, there are significant supply chain issues. We are doing our best to find available parts, and in most cases, we can't tell when parts will arrive due to the backlog at the ports. Ricardo Orozco Service Manager Subaru of El Cajon