ReScore Reviews™ (5)
We are so sorry for the inconvenience for this mix up. It is true that our parts department did order the incorrect color trim panel the first time. When we reordered the part, the second time it came in, the box was labeled correctly but the trim panel was not the panel labeled on the box. We were truly embarrassed about the situation which is why our shop foreman Chris offered to install the part at your house when it came in. When I called last week, I left a message to let me know what day would be best for Chris to stop by, or if you were in the area, we could pop it in, in about 5 minutes. I called your house again yesterday as I had not heard from you. I spoke with your husband who said you would be stopping by tonight around 4pm. We have double checked that the panel in the box is the correct part this time. We truly appreciate your patience and apologize for the inconvenience. See you tonight!
Thanks for sending in your review. We were aware that the process was not smooth, so your comments were fair, and became the focal point for a team meeting. Beginning with a data entry error on the transmission/wheels - Human error, but should not happen. We’ve discussed it with that person, and made them aware that a simple mistake can be costly both in dollars and reputation. The sales associate was new to the team, eager to do things right. On one hand it sounds like they missed some cues in your conversation, but at the same time it is to your benefit to hear the finance or lease programs. It was not the right thing for you, but other folks do change their mind after hearing the options. Still, the presentation needed polish. Lastly, the delays in having the car ready on time was a service issue, and thus we brought the service managers in to go over the issues you experienced. Overall, we want you to be excited about the vehicle, and it’s on us that you were disappointed. We have high expectations for what we do, so this one was certainly a reminder that even though we have very high ratings, we must work to improve.
Mall issues that separate good from great.
Aside from the honest service, I so appreciate how clean and nice the waiting area is. The incredibly nice staff doesn't hurt either. I would buy another Subaru just to remain a customer here.
According to our records it looks like we replaced both front drive shafts in your vehicle in May of last year with no other service history other than that service. If the vibration was still present, I wish you had brought the vehicle back to us immediately. We are truly committed to our customer's satisfaction, and would certainly have made the situation right. Unfortunately after 8 months, it is difficult to determine if what you are experiencing now is related to the work that was performed. Please give us a call as we would like to resolve your issue.