ReScore Reviews™ (5)
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.
My name is Joseph Dio and I am the service manager at the new Patriot Subaru here in North Attleboro. First I wanted to thank you for taking the time to fill out the survey. Without survey responses we wouldn't know what we were doing right and more importantly we wouldn't know what we need to do to improve. It takes a tremendous amount of time and effort to run a facility like this, and I try to notice everything but the feedback from customers is essential. In regards to your recent survey from Surecritic, I can only say...I agree, I would have been concerned if I were in your shoes as well. I had the side mirrors installed in under 25 minutes, and had the vehicle in line to be cleaned prior to the vehicle being taken out for inspection. I think your salesman was trying to expedite the inspection and grabbed the vehicle prior to it being washed which caused the confusion. I am also aware that it was on the final day of the month for inspection and all of the inspection stations around here do Massachusetts and Rhode Island inspections which can make for a chaotic time as people tend to wait until the last minute to get the car inspected. If you look at the SureCritic reviews and the reviews online for us you will see we do things differently, and we do wash every vehicle through our doors. Id also like to provide my cell phone 781-223-1490 if you ever have an issue and need to get service questions answered. Its on me at all times and the only time I do not pick up is if I'm with a customer. Lastly, Id like to thank you for taking the time to read this email, and your response to the survey. It means alot to get your feedback. I drive 52 miles each way to work here because they allow me to make customers feel appreciated, and the last thing I want to provide is luke warm service. I'd also like to extend a car wash and vacuum for your thorough response to your recent service visit. I hope we can continue to grow our service relationship as I truly appreciate you as a customer. I grew up with a father for a technician, and we ran a small one bay independent shop for several years until I got married, so I try to not do things the way a traditional dealership would (hopefully you can see that from this email). Let me know what would be a good time to have the vehicle cleaned and I will be happy to set that up. Thank you again for your time, and I look forward to your response.
I would be more than happy to provide you with new rotors and pads at the original quoted price of $285 if it will help revive your faith in out department. One of our advisors is a newer employee and new to the business. Although she went to trade school, and her father ran a local scrap yard she is still learning the customer and estimating side of things. We do resurface 95% of our rotors, as most manufacturers allow for at least one resurface as long as the rotors will still be within a thickness specification. The confusion seemed to be that we can resurface your rotors, but we had thought you were requesting a replacement. I hope after our email it helped explain the situation, and that we can expect to see you back soon.
I understand your explanation above but it is completely irrevelant to my situation.
That would make sense if i called saying i have a brake issue and wanted to know my options, but not when my car is on your lift and aleady inspected.
The worst part of all of this is that now i have to drive further to another dealership to have service completed to both of my outbacks.
I hope my email got through to you as I responded almost immediately after your response. We always quote worst case scenario especially since its a safety concern and I think that may be where the problem originated. We try to resurface almost every rotor we service, how grooved or how heavy the rust build up on the rotor determines if we can or cant resurface. We would hate to misquote you cheaper and then have to add in expenses, we would rather give you the full picture, and hope that we can save you the money in the end. I would be more than happy to replace the rotors for you if you choose even though all work that was performed is guaranteed. I look forward to speaking with you soon.
I apologize you feel that way. It seems we caused you great confusion and distress and this is a new for us. Im sure you can agree that we called and verified it was under warranty and made sure to provide the repair at no cost and I have also openly offered new rotors at no cost. Im more then open to doing whatever we can to help regain your trust. Regretfully mistakes happen. Ive provided my cell phone and have responded before we open and after we close. I value your opinion and business and would love the oportunity to talk. I hope to speak to you soon.
I hope after our talk that you feel better. I know you were concerned about your vehicle being a lemon like your Nissan Altima. You were and are in good hands. We will continue to take care of you now in the future. If you need anything please call me at my direct line.
I am sorry for the frustration at your last service visit. The fact that your vehicle was not completed was 100% our fault. I'm not sure what time we were expecting you to pick up, but obviously there was a communication breakdown on our end and for that we are truly sorry. As far as contacting Subaru there were two separate issues. The first was a mistake on our service advisors part. We are required to seek authorization before performing for any oil consumption issues under warranty on any vehicles over 100,000 miles. She was under the impression it was 90,000 miles. Again, a mistake on our part that we are truly sorry for. When we call for authorization from our representative, it is Subaru of New England that we work with. They are located in Norwood Massachusetts and they were closed due to the storm. All warranty claims for all stores in New England are processed and approved by Subaru of New England, not the main office in Cherry Hill. Again, we apologize for the miscommunication regarding your pick-up time at your last service. We look forward to the opportunity to make things right at your next service visit.
1. When attempting to get a co-sign for financing I was asked why I would I would want to lower my interest rate.
2. Sales and financing where not aligned in terms of paperwork, which caused me to come in prematurely for my inspection
3. When coming in to pay for my vehicle there unnecessarily long wait for the signing. It seemed that there was a crisis occurring and my financing manager was tied up. My point of concern was that there was a 2nd financing manager available who could have helped me sooner. After 30 minutes this action finally occurred after I asked a few times.