ReScore Reviews™ (5)
We spoke on the phone, and again I apologize for the math error at your last visit. Rest assured, we will check you oil consumption rate very carefully at your next visit and move forward with a repair if the consumption rate is excessive. We look forward to seeing you at your next visit.
My salesperson David Sacco is great--it explained the Eyesight so well--I even trust it now!
I wanted to take a moment to address your review. At Patriot Subaru our mission statement is very simple...."To Serve". "To service our customers, the community, our families and each other." This is the core of what we do every day. I am sorry we did not meet your expectations. When you brought your vehicle in for service, you had several complaints. Two of them have to do with sounds coming from the vehicle, the third concern was a vibration at highway speeds and finally the tires pressures fluctuated erratically. When you first brought the vehicle in for service, the technician did hear the sound you described, however it was so faint, he had never noticed it before and was not sure if it was present in all like model vehicles, or just yours. The technician replaced the air bag assembly assuming that sound was from a defective air bag assembly. We have never had anyone else ever mention it, so we wanted to err on the side of caution. When you called back with the same complaint, we ordered another airbag module. When you returned for installation, he was no longer able hear any abnormal sounds at all coming from the vehicle. When he examined the airbag assemblies, they both made identical sounds when shaking them vigorously. Since we were concerned that the vehicle came in making no sounds, and all three airbags had similar characteristics, we did not want to replace the airbag module with the chance that the same sound would be more prevalent with another replacement air bag. At that point I requested to go for a test drive with you, as I wanted to make sure we properly addressed all four of your concerns and we had only been able to hear the power seat wiring brushing against the seat frame. I drove with you for over 35 miles in varying conditions. At that time you agreed we did not hear ANY abnormal sounds coming from the vehicle, there was no shimmy at highway speeds. We also found all four tires were set to 36 psi. I did find two inexpensive tire gages in your vehicle and explained that pressure readings can vary from gage to gage and tire pressures will also fluctuate with changes in ambient air temperature. If you set the tire pressures, and drive the vehicle and the tires heat up, when you recheck the pressures they may show a higher psi. When they cool, they will drop back down. I explained that this is not a defect, it is simply physics. You mentioned that you went to another dealer.... I searched the warranty history and found no record of them replacing any parts on your vehicle, which indicates to me that they also found no problems with your vehicle. I'm sorry you feel we are awful people with awful service, but it's nice to know that another dealer confirmed our findings. I wish you the best of luck with your vehicle. If you do decide to return if an issue arises, we would be happy to assist.
Sincerely, I have mixed feelings about this dealership. They never accept any wrong or mistake, even when it is clear that they might be at fault either directly or indirectly. That is very concerning to me as a person. Instead of accepting that they dropped the ball on this issue, the service associate still tried to shift the blame to me as if I installed the extra tire, something I never toughed.
If the pre-owned car inspection was done the way the general manager, who responded to my earlier complaint, said it was, this issue would have been found and resolved even before the car was placed on the market for sale. Thank you all for the final resolution. The customer service person on the other side of Mary was great and very professional. She will go far in the business.
This is my second trip to Patriot Subaru and I was very pleased both times.