Sutherlin Subaru

Sutherlin Subaru responded

During your previous service on 04/18/2024, we recommended brake repairs, but you declined. On this visit, the brakes have now been worn down to metal-on-metal contact. Additionally, the caliper piston has been pushed out too far, resulting in the need for a new caliper to complete the repair. However, the necessary upgraded brake parts (pads, rotors, bracket, and bolts) are currently on nationwide backorder from Subaru of America. You called and were added to the brake list on 12/18/2024 - long after we recommended brakes. We informed you that in the meantime, we could install a set of pads, along with a new caliper to provide a temporary solution until the updated brake parts arrive. The caliper failure was a result of you declining the brakes during the previous service, which caused the damage. This is considered an outside influence and not covered under warranty. To assist here, I offered to split the cost of the caliper and labor with you using goodwill. We understand your frustration, but we have gone above and beyond to accommodate you during this backorder. Best, Eric Bower - Managing Partner - (865) 427-6329

Kingca_ozone responded

As you well know, and have admitted, I had the car in the dealership in April and was told the pads were worn and needed replaced soon but you did not have the parts and would advise me when you did. In the meantime, Subaru notified me to call the dealership to arrange for replacement of the brakes as there was a defect in them. I called and was told that the parts were not available but I would be “placed on the list and notified when to bring the car in to replace the brakes”. Each month I called back and got the same response with a lowered number on the list. ?? So when the brakes did wear out and the car was brought in my wife was told they could be replaced for about $800 . How is that possible if you don’t have the parts and we are now number 70 on the list?

Sutherlin Subaru responded

Joshua, we're delighted to hear you got an amazing deal with our team at Sutherlin Subaru! Thanks for the shout-out and enjoy your new ride!

Sutherlin Subaru responded

Thank you for sharing your experience. It's great to hear that the test drive process went smoothly, but I apologize for any inconvenience caused by the mix-up with the VIN and app setup. I'm glad our finance team was able to rectify their mistake promptly and adjust pricing accordingly. If there's anything else we can assist you with or if you have further questions about features like remote start, please feel free to reach out anytime! Thank you, Eric Bower - Managing Partner - (865) 427-6329

Sutherlin Subaru responded

Randy, we're delighted to hear that Preston and the Sutherlin Subaru team provided you with professional service and a clean vehicle! Thanks for sharing your experience.

Sutherlin Subaru responded

This feedback is concerning to receive. We strive to keep our prices reflective of the services we offer, and it is disappointing that we have left the wrong impression. I would appreciate the chance to speak with you so I can better address these concerns and help clear this up. If you are willing, please contact me directly. Thank you, Eric Bower - Managing Partner - (865) 427-6329

Sutherlin Subaru responded

Freddy, I'm sorry to hear you are not satisfied. We aim for transparency in our pricing and would be happy to go over the details with you if needed. Please feel free to reach out at your convenience. Thank you, Eric Bower - Managing Partner - (865) 427-6329

Sutherlin Subaru responded

Mark, we're delighted to read this praise! Thank you for choosing Sutherlin Subaru and sharing your positive experience. Safe travels, and we'll see you next time!

Sutherlin Subaru responded

M. Mauldin, we're delighted to hear that Sean and Joe provided you with such excellent service at Sutherlin Subaru! It's great to know your Outback was well taken care of, and we appreciate your feedback. Safe travels until next time!

Sutherlin Subaru responded

We are glad to hear that Patrick provided excellent service. Thanks for choosing Sutherlin Subaru!

Sutherlin Subaru responded

Cathy, we're delighted to hear that Rita and the Sutherlin Subaru team made such a positive impression on you. Thank you for sharing your experience with us!