ReScore Reviews™ (5)
Thanks for the feedback and we understand your frustration. One of the most difficult situations to diagnose is an intermittent electrical issue. When we test the vehicle, if everything is operating as it should, it is impossible to determine what parts to replace. In the case of your gps, even though we have been unable to duplicate your concern, our service manager agreed to replace the entire audio/gps unit in the vehicle. The units are currently on back order from the manufacturer. We have placed the order and will notify you as soon as it arrives to have it installed. We appreciate your patience.
We appreciate our customer's feedback as it gives us an opportunity to improve our processes to ensure our customers have a great experience. Based on your review, we can see you were not happy with the oil change at your last service, however we can not tell how we could improve as there are no specifics mentioned. I would love to chat with you regarding your experience. Please feel free to call me directly at 207-710-2720.
I am so sorry you did not receive the message regarding your parts. I looked in our system and it looks like we left you a message on 11/19. I apologize for the miscommunication. Your parts are here. Please give us a call to schedule a time that will be convenient to have the heat controls replaced. Again, I am very sorry for the miscommunication.
I see there was a credit put on your account due to billing error on your last repair order. We apologize for the error. Our new Service Director will be reaching out to you today to ensure the situation has been fully rectified. Again, our sincerest apologies for the error on our part.
We would be happy to recheck the alignment that was performed. Feel free to stop by with or without an appointment. We can check it in less than 5 minutes. We will also make sure the other shop was using the most current specs.
Correction "customer needs condenser and compressor ($1527.36), customer declined at the time"
I went home and gave it a shot of 134a refrigerant and it has been working fine.
I am so disappointed as I had my Subaru Impreza serviced with them and gave the excellent reviews and now this happen. How can I ever trust them again??
You've been a great customer and we want to be sure we're not making a mistake. If you bring the car in, we'd look to show you that there is a leak in the system. By law, we can not fill a system, be it AC, oil, antifreeze...if the system has a leak. 134a will work for a while, but that will eventually leak. The system will need to be repaired. Interestingly, the more you use it, the slower it leaks. When it is idle, it leaks faster. It is one of those unfortunate situations, and it looks like the system will need to be changed out in order to officially be fixed. Give me a call, and we can discuss. Thanks, Chris Sousa -844-972-8745
When I asked for a time frame of the status of my repair I was given vague and incorrect answers. I had to call multiple times for information and was not given the correct information. I was promised my car would be ready for pick up "absolutely" by 6pm on a certain day. When I called two hours before the service representative did not know when my car would be ready and promised to call me back "right away". When I called back 45 minutes later the service representative told me they had to order another part and my car would not be ready until the next day. I should have received a call the minute they knew that another part was needed and not have had to call twice.
Tracking technology in 2016 is pretty amazing, it is sad that Patriot Subaru does not have the technology available to them. Especially since the dealership has only been in business in this location for a few years. When I was told about the need to order the original part the service representative told me it would take 'about a week". I recently bought paper towels online and was notified of every development in the tracking.
My advice is to call on a daily basis to find out the status of your vehicle if you want to be informed because the staff at Patriot Subaru will not contact you.
Duly noted, as we have done our best to respond to the reviews you and Joe have posted. Respectfully, we are replying with the same intent on this review as we have with the others.
We started by saying that we dropped the ball. Your vehicle was to be done by Wednesday, but we ran into an issue getting the warranty paperwork through on the backend, which in turn led to a delay of parts being delivered. Most of the time we have the parts in stock, but this was a specialty item. No excuses. Making the necessary phone call was overlooked, and we apologized. Those facts are undeniable. Our Service Manager Chris Sousa spoke to Liz when the work was completed and coordinated the pick up. At that time, he did sincerely apologize for the delays that had occurred, and also thanked her for her feedback, which was naturally one of disappointment. We strive to be perfect, but we are not. We have consistently earned very high grades and customer reviews, but when a mistake is made, how well we’ve done for others offers no comfort for you. We work hard to be better. Naturally we can’t expect a good review in this case, as you had a right to be upset. You have both each written a Dealerrater review, and both Surecritic reviews, so now four reviews total. Again, we apologize for not meeting both yours, as well as our expectations. We do not single any one out, instead we meet as a team and go over what happened, why, and how to make sure that it does not occur again. Those involved feel personally bad for what happened and to have read your three reviews, but we reconciled together that we all bear the responsibility to ensure a customer’s experience. We wish you well in your travels.
As we noted in our Surecritice response to Liz, we are replying with the same effort to apologize for not making your experience a better one. Respectfully we are posting the same response, as it is applicable. We have apologized, and summarized it in the following manner.
We understand that we dropped the ball. Your vehicle was to be done by Wednesday, but we ran into an issue getting the warranty paperwork through on the backend, which in turn led to a delay of parts being delivered. Most of the time we have the parts in stock, but this was a specialty item. No excuses. Making the necessary phone call was overlooked, and we apologized. Those facts are undeniable. Our Service Manager Chris Sousa spoke to Liz when the work was completed and coordinated the pick up. At that time, he did sincerely apologize for the delays that had occurred, and also thanked her for her feedback, which was naturally one of disappointment. We strive to be perfect, but we are not. We have consistently earned very high grades and customer reviews, but when a mistake is made, how well we’ve done for others offers no comfort for you. We work hard to be better. Naturally we can’t expect a good review in this case, as you had a right to be upset. You have both each written a Dealerrater review, and now you've both written one for Surecritic, so four reviews total. Again, we apologize for not meeting both yours, as well as our expectations. We do not single any one out, instead we meet as a team and go over what happened, why, and how to make sure that it does not occur again. Those involved feel personally bad for what happened and to have read your three reviews, but we reconciled together that we all bear the responsibility to ensure a customer’s experience. We learn from it and move forward with our comittment to excel to the best of our ability.
The AC in my 2009 Subaru Forester has not been working all summer.
Monday, July 25th - I call Subaru in the morning to see if I can make an appointment for the repair work. I have a 2500 mile road trip that I'm leaving for on Friday, and I'd like to have air conditioning for it, as my dog will be travelling with me. I need to be able to stop at rest stops, etc., and leave the car running so he doesn't die from heat stroke. Sure, she says, bring it in. If they can't fix it that day, she has me down in the system for a 7:30AM appointment on July 26th. I bring the car to Subaru that day.
Tuesday, July 26th - I have to work at 3pm, and haven't heard anything from Subaru, so I give them a call around 2pm to see what's going on. The customer service rep says she'll find out and have the service tech call me right back. I borrow my landlord's car and head off to work. At 5pm, I still haven't heard anything from Subaru, so I call back. I talk to Colin, who says my car just went into the bay a half an hour ago. WHAT?! I had a 7:30AM appointment, and my vehicle is JUST getting looked at at 4:30PM?! He doesn't offer an apology, or at the very least, sound contrite. We go over the situation again, and he assures me that he will call me at 7:30 the next morning to have a shuttle come get me. If the car is not fixed, he says, he will at least put me in a loaner for the duration of the repairs.
Wednesday, July 27th - At 9AM, I still haven't heard from Colin. I call him. He tells me it's a bad compressor that's causing the problem. He'll send a shuttle to pick me up. I'll need to take my own car because they have to order the compressor. It'll be in Thursday, maybe Friday. Again, I reiterate the need to have this done in a timely fashion, because I leave for the road trip on Friday. Can they make that happen? Maybe.
Didn't hear back from Colin (or anyone) until Friday, saying the part was in. By that point, I had to take it somewhere else, asking if they could do the compressor, since that's what Subaru says the problem is.
Two weeks later, guess what? My AC doesn't work. Turns out it was not the compressor. I'm beyond livid that I spent over a grand because of their diagnosis and STILL not have the problem fixed!
We know you wanted a better price on the service, and it's not a good time when the diagnostics take a while to determine what needs to be done. There are places that can be less expensive, but we will always stand behind our work if something goes wrong with the repair. We made attempts to reach out, not to bother, but to be diligent. We hope we can earn your business, and do well by you in the long run. Best regards, Chris Sousa, Service Manager
I wanted to return the car as per the promised 48 hour no questions asked guarantee:
1. until I was told I could only travel 200 miles with the car (when the sales rep knew I was driving out of state with it on vacation when I bought it)
2. until I asked if I could return it on a ramp truck and I would have to pay all towing expenses
3. until I was delayed until 4 PM on the 3rd of july for an answer (when I started texting the sales rep at 9am that day) if I could bring it on said ramp truck to the dealership an hour and a half away
4. until it became a physical impossibility for me to return the car because I was told it would have to be there before the end of business hours at 5pm.
I hate the car, the radio is garbage, the $600 a month payments are unreasonable, the fact that there's no lights when backing up is terrifying, the size is awful for where I'm trying to park and I already scratched it twice.
I hate this car, I hate this dealership and I will never shop here again. I hope I survive getting T-boned so I can move on and never have to deal with you again to be honest.
We read your review, and had a series of meetings to deep-dive this and discuss at great length. Everyone involved weighed in and we reviewed every step. Our primary goal is to create a great experience, and we always respect the customer's point of view. Respectfully, you were happy when you first left, and then wanted to return it. We said yes, even though it had gone past the return policy outline. The only point we’d make is that it is up to the customer to make the arrangements to return it. In any event, you did come in a few days later with the car, we talked, and all seemed to be good. You indicated that you might pay the loan off early, which is an option. We're kind of scratching our heads asking what we could have done differently. In any event, we sincerely hope that the car is doing well by you, and for heaven's sake, that you never are in an accident. We sincerely appreciate your business. We just do not know what we can do to make you happy. Sincerely, Jim Connolly, GM Patriot Subaru
Good Morning Michael, My name is Chris Sousa, Service Manager at Patriot Subaru. First thing is that I appreciate any and all feedback in regards to the customers experience. I agree that what happened here was unacceptable. Please know this is not the norm and I have spoken with the associates in regards to your visit. When we got jammed with some repairs that took longer to handle, we should have made adjustments. I will reach out to you via phone to personally speak with you about this service visit so I can identify what happened, and prevent it from happening again. Again thanks for taking the time to provide feedback. Sincerely, Chris
Thanks for taking the time. After reading the review, John Wolowicz went through the numbers with you, and we'd like to think that you came away with a good feeling about it all. We really want to help someone like you find the right car,and then compare benefits of either buying or leasing. After your review, we determined that in this case, we must not have done a good job explaining it, if your came away feeling the way you did. It's our understanding from John that after you met again, you'll feeling much better. We want you to feel great, so please let us know. Best always, Jim Connolly, GM, Patriot Subaru
I took the time out of my schedule to reach out. I expected the same in return. And although the decision to correct the mistakes was made on my terms. I cannot say for certain that the message was acknowledged by the leadership team.