Verified CustomerWe appreciate you taking the time to share your thoughts, and we genuinely apologize for the series of unfortunate events post-repair with the sunroof and liftgate.
It does appear that the vehicle was dropped on April 14 @ 2:37 PM, we brought it in to our detail shop to be cleaned and prepped for repairs @ 3:00 PM, finishing that and moving it to the technicians stall on April 14 @ 4:21 PM to begin repairs the following day, April 15.
It looks like we sent a text update on April 20th, 4 business days after drop, with a quick update "Update 2025 Subaru Forester: Dis-assembly is complete and things are moving along with the repairs. We will continue to keep you posted as we move along. Have a great evening." As to not inundate our busy customers with text messages we typically send one once a week but welcome any calls to check in with us!
Upon completion of the vehicle repairs, we called the phone number on file and were unable to reach anyone. We then sent the following text message on 4/28 @ 1:47 PM, well before 3:30 PM, which does explain the fee on credit.
"Hi. we have been trying to contact you to let you know that your Forester is ready to be picked up. A rminder that the $500 deductible will be do upon release. If you choose to pay with credit card we have a 3% fee, but also accept Debit, Check and cash. Hope to see you soon"
We're glad to hear the paint blending and core repairs were on point, we understand how frustrating it must be for everything else to feel like it’s out of sync. I see here you also mention the length of time for repairs, and I'm sorry you feel it wasn't finished in the time you anticipated. We did experience a short delay with insurance reviewing and approving the supplement issued to them the day we began repairs; 4/15. It looks like they didn't get back to us with that approval until April 22 then we were able to resume work; finishing repairs, paint and clean up April 28.
Getting your car back in prime condition is our priority, and we would love the chance to make things right regarding the sunroof and lift gate. Thank you for your feedback, and we look forward to turning this experience around for you.
Pick up car and everything looks good. Get down the road and the panoramic sunroof won't open. No matter how many times I press the button it just won't open. Get home and husband applies pressure and gets it to open and close but it's sporadic and just does what it wants now. On Saturday we go shopping. Go to open automatic lift gate and it only opens 12 inches and I have to force it the rest of the way. Tried multiple times to get it to open to no avail. There is also a nick in the drivers side black plastic pillar that wasn't there at drop off.
So all in all my brand new car that has been babied feels less than to me now. There did a great job on blending the paint and the repairs themself are great. But everything else is less than and I have to go back to get them to fix the issues that are going on now.