Scott Ladd

East Hills Subaru of Sayville responded

I'm sorry you feel the way you do. My discussions with my team indicate a different conversation was had with you. We disclaimed to you -- not just from the service writer, but from the technician -- that we are not guaranteeing your fix would work because you were adamant as to the steps we were to follow. If you'd like us to repair your vehicle, please let us know. Sincerely, Phil Wolhar Chief Marketing Officer East Hills Auto Group pwolhar@easthillsjeep.com

Shawng14 responded

If I paid for the job of replacing the seatbelt receptacle, that means all parts of the repair process. You don’t get to pick and choose when there’s protocols set forth. You chose to take a shortcut since I didn’t pay a huge diagnostic fee. You responding publicly instead of communicating via public forum when I called and emails multiple times show bad faith in service to customers and care for only your reputation. If you performed the Subaru standards scope of work for that job as you are obligated to do, you could have easily provided the information. Instead you shortcutted to have me comeback and pay more. I can provide all files to show highway and Subaru standards for this repair which what YOUR TEAM didn’t documents I assume you didn’t do the full scope.

Shawng14 responded

Please refer to Subaru Technical Service Bulletin 12-203-16R. For Post-Repair Scanning and Calibration (Subaru Position Statement) I said replace my seatbelt recepticle. That’s the job. If I paid for a seatbelt receptacle replacement and you only did 2/3 thirds of that process and skipped mandatory (re-zeroing) part of the process, then you failed to do the full repair I paid for and knowingly gave back a car with safety problems. If I said change the tire, and you put on A tire and didn’t inflate it, does that count as a repair? A certified Subaru technician is legally and contractually obligated to follow OEM service manuals, not customer phrasing. Your shop replaced a critical Supplemental Restraint System (SRS) component and bypassed the mandatory ODS Zero-Point calibration required to make the system functional. Leaving a customer's airbag system disabled and claiming it is the customer's fault for 'not asking' or saying word for word your full scope for a complete repair is an egregious safety violation. This matter will most definitely be brought to attention to the BBB, and the NHTSA.