Portland, OR 97233
I bought a used 2010 Subaru Forester in February of this year. The car had a single previous owner who did a trade-in for a newer Forester. The first time I used the car’s AC, the compressor made a horrendous noise, blew warm air, and would intermittently cycle off. In the past few months, after review by Capitol and third-party dealers the following has been concluded: the compressor is on its way out (~$1000 replacement) and there is a leak in the evaporator ($~700 replacement). I highly suspect, but cannot prove, the reason the previous couple traded-in this car for a newer model was to avoid paying $1,700 out of pocket for repairs. I also suspect Capitol talked the previous owner into the purchase of a new car so they could turn around and sell this Forester for a profit. The issue? Capitol did not attempt to repair these issues prior to resale and, although acknowledging they existed at time of purchase, will not work to correct these issues.
MY EXPERIENCE WITH SALES:
The Sales Department was extremely charming at the beginning. They went on and on about the exceptional commitment provided by the Service department. They explicitly gave an example of the Service Manger, Skip Arends, providing a clutch replacement free-of-charge when a hot-headed woman complained to them Capitol about her daughter chewing up the clutch learning to drive a newly purchase vehicle. This gave me immediate trust and admiration for Capitol’s advertised promises of Customer Satisfaction. Now, I see that these were false claims made to bok a sale.
MY EXPERIENCE WITH FINANCE:
The Finance Department really pushed the sale of their third-party 3-year limited warranty, which costs an additional $2,400. I was skeptical about what this included so I pressed to know exactly what items would and would not be covered. The response was that I would receive a booklet in the mail detailing the full terms of the cancel-anytime contract – only after I agreed to buy the warranty. The issue here? The warranty could only be purchased day of sale, and a $75 cancellation fee is charged if you try to cancel the warranty (this is only disclosed after you agree to purchase the warranty). In retrospect, I believe they push the sale of the warranty to push the cost of resale repairs onto the customer (i.e. I pay $2,400 for the warranty so Capitol doesn’t have to pay $1,700 to fix issues prior to resale)
MY EXPERIENCE WITH SERVICE:
Capitol acknowledged the compressor noise but said it was part of its normal operation. I had the evaporator replaced (for $449 out-of-pocket) and still have issues of an intermittent compressor to this day. I recently took my Subaru to another dealer and had them look the AC system over; the first thing they told me was that the compressor is dying and should be replaced. When I told them Capitol brushed off the noise at resale, they were shocked. I checked the Subaru Service Manuals and even called Subaru Corporate – both stated that compressor noise, especially with issues of intermittency, is definitely not normal and needs attention. I went back to Capitol and drilled them for inspection records, standards of maintenance prior to resale, etc. They’ve yet to produce any documentation about the state and performance of the AC system prior to resale. They’ve also yet to explain why they have such low-standards of inspection prior to resale, compared to both Corporate and other dealers.
I cannot recommend anybody do business with Capitol – they have systemic issues throughout the whole organization. Ironically, every service record they provide states “Completely Satisfied” is their only accepted review. I’ve even spoken with Charley Englefried, their Customer Relations Manager about this issue – not even he is willing to fight for the customer to maintain Customer Satisfaction.
Thank you Rodney! I am happy to hear that we were about to get you all taken care of. I hope you have a fantastic day!
Thank you Catherine! We really appreciate the kind words. We are always striving to provide our customers with the best experience here at Capitol. I hope you have a great day!
Thank you Sabrina for the kind words and positive review! I am happy to hear that you love your new Outback. Have a great day and enjoy the new car!
Thank you Christi, I hope you have a great day!
Thank you Dana for the positive review. I am happy to hear that we were able to get you taken care of. I hope you have a great day!
Thank you John, we are always striving to give our customer the best customer service experience! I hope you have a great day!
Thank you Lynn, I hope you have a great day!
Thank you Kenneth for the positive review. I hope you have a great day!
Thank you Charles! Your kind words are always appreciated. I hope you have a great day!
Thank you David for the kind words and positive review. I am happy to hear that we meet your exceptions as we should! I hope you have a fantastic day!
Thank you Mary! I hope you have a great day!
Thank you John! Happy to hear that we have given you the best experience. I hope you have a great day!
Thank you Cody! I'm happy to hear that you had a great experience with us. That's always our goal. Have a great day!
Thank you Barbara! I am happy to hear that we got you taken care of! I hope you have a great day!
No problem with what I had done...even washed my car!
Thank you Ordena, your kind words are always appreciated!