Help - Advise needed a service visit in which car given back unworked on

[Outback92008]

Hi, I need some creative ideas as I am EXTREMELY pissed at Timmons Subaru in Long Beach and am reminded of the dealer problems I had with my 98 Outback...

I bought the car on order. Car had a few things I needed dealt with on a return service visit.

[I have edited all the particulars out - It seems the point was being missed in the replies and PMs that I got. This is not about *what* was wrong as much as that they signed off saying these tasks were completed and they weren't. Adding value judgments to what my problems are, such as losing the alarm functionality on my car, aren't the point. If you lived in my beach-community neighborhood, you would want your alarm to work too... SoA has advised me that adjustments to the alarm must be done at a dealership. Thanks for the input on the headlight alignment issues although the dealership had a month to e-mail me with word that it was intentional and they didn't. I'll let SoA Corporate advise me on that.]

I am used to professional forums. Other people in my profession and interests take on a similar perspective. Now, I realize this is a car forum with all sorts of people. I am in the category of a regular customer trying to get answers to his questions and to share solutions and opinions as a "fan" of Outbacks...

What I experienced was a day lost, actual fiduciary losses because of the arrangements I needed to make (including child care and transportation, etc.) to get the service appointment in and their failure to accomplish what they documented as "completed." In my business, failure to properly document something like this can lead to a six-figure contract being voided. Not minor stuff.

In plain English, I lost a great deal of cash out of pocket (let alone time) when they BSed me and said they did stuff they didn't do. This happened to me four years ago with another type of firm and I was able to recoup my value ($75 an hour plus actual expenses). I am no longer worth that much, but...

Question: Have any of you been treated the same way by a dealer and what did you do to get the situation rectified?

Did you ask for lost pay? Did you ask for a free upgrade or accessory? Did you ask for a rental? Did you have to go to Subaru Corporate?

Thanks.

[Mtn_man]

I think you can deal with the hood protector/paint yourself with using similar stickers.
Go to Target or anywhere else and spend $3.00 on wiper fluid rather then proposing that should be a reason to drive 150 miles.
The shock sensor can be adjusted - think I read it must be a Subaru adjustment but why did you get a shock sensor if you have to drive 150 miles to the nearest dealership?
Roof rails sounds like user error but otherwise its a little torx wrench to adjust it - not a big deal or a trip to the hardware store.

As for sounds, its an engine not a library Stop searching for problems - if there really is one then your warranty will cover it but if your car drives nice why do you want to claim it doesn't. Mechanics don't just dick you around all the time like people think. Having worked as a mechanic I've seen numerous customers with your mentality. You want some reassurance, but just relax. You have a better chance of your car being fine then you do of having problems.

[Outback92008]

Mtn Man,

I am not going to put two typewritten pages on the BBS here... There are issues.

They tried to sell me the protectors for the paint. How do you like paying $27,888 for something that they scratched up needlessly? I keep my cars for 10+ years, garaged, I take care of what I own.

My question was addressing the dealership not doing what they signed off on. I wasn't asking if I wanted anyone's thoughts on going to a dealership 70 miles further away because the local dealer can't figure out their butt from their elbow.

As a mechanic, did you sign off on things that you said you did but didn't? Or is that acceptable to you?

[teleski]

Hmm, what advise are you looking for? The only advise that comes to mind is you need to be upfront and clear with your dealer about what you want done and go over it in detail on pickup. Dealer service is notoriously impersonal, everything gets translated through the service advisor typically, and things get missed and mistranslated to the folks doing the work. In your case you have a few things that must be corrected by the selling dealer but you need to work with them to make it happen. (E.g. with my wife's Mini we had to have the alarm shock sensor adjusted three times until it was acceptable for us.) If I were you I would have enlisted the help of my sales person from the beginning to coordinate with the service manager to make sure your new car has no issues.

For new cars I truly believe that the closest dealer is always best, even if you pay a little more. It appears that you went for the cheapest internet price from a dealer that is very inconvenient for you. There are other Subaru dealers closer to San Diego besides Kearny. Of course you can go to any Subaru dealer for service, its just that the selling dealership is usually much more accommodating to their customers, especially for 'at birth' repairs. Caveat emptor dude.

[tunces outback]

If the local Dealer can't figure out their butt from their elbow and another one 70 miles away isn't doing the work, seems like you might be part of the problem. I could be wrong but reading your letter, that's kind of the feeling I get. A 3 page written complaint !!!! Well I wouldn't read it and if they said "tell us what you want us to do", I think their just plain tired of you.

[kokotele]

I totally understand the wish that the dealer just take care of all of this for you. You paid a lot of money and you'd hope they get it right the first time. Unfortunately, in your case it's apparent that they aren't going to do that unless you find a way to make them do it.

You need to use the tools that are available to you as a consumer. Step 1: Talk to the dealership manager. Skip the service manager. Let the dealership manager know that you are not happy with your new purchase. This is likely to get results.

Step 2: Better Business Bureau. BBB complaints almost always get quick results.

Step 3: Fill your own washer fluid.

[Startiger]

On #1, keep in mind that the headlight are NOT supposed to be even. They are designed so that the passenger side light is lightly higher than the drivers. This is to better illuminate road signs and to lessen glare to on coming drivers. Without knowing how yours are aligned, I would want to know more before declaring this the dealers fault. You may simply be misunderstanding how the car operates.

[sschmelcke]

are you sure number 1 isnt supposed to be like that. the drivers side headlight is aimed lower as to avoid blinding oncoming traffic. my last 4 subarus have all been this way.

[Outback92008]

Originally Posted by teleski

Hmm, what advise are you looking for? The only advise that comes to mind is you need to be upfront and clear with your dealer about what you want done and go over it in detail on pickup. Dealer service is notoriously impersonal, everything gets translated through the service advisor typically, and things get missed and mistranslated to the folks doing the work. In your case you have a few things that must be corrected by the selling dealer but you need to work with them to make it happen. (E.g. with my wife's Mini we had to have the alarm shock sensor adjusted three times until it was acceptable for us.) If I were you I would have enlisted the help of my sales person from the beginning to coordinate with the service manager to make sure your new car has no issues.

For new cars I truly believe that the closest dealer is always best, even if you pay a little more. It appears that you went for the cheapest internet price from a dealer that is very inconvenient for you. There are other Subaru dealers closer to San Diego besides Kearny. Of course you can go to any Subaru dealer for service, its just that the selling dealership is usually much more accommodating to their customers, especially for 'at birth' repairs. Caveat emptor dude.

I am very close to Bob Baker/Carlsbad. They quoted a $380 job for a recalled item that should have been covered. That, in addition to refusing to order the car as I wanted pretty much closed the door to that dealership for me. Kearny, they refused to see the car without keeping it for 2-3 days as they said. The service rep. girl told me "...because it wasn't bought at our dealership, our own customers get priority work time..." - If that wasn't an exact quote, it is really **** close.

ECBB and National City, I gave them a chance at my purchase and I got similar responses from their Service Department.

When I call, I do not get into particulars. I keep it clean and professional.

[Outback92008]

Originally Posted by sschmelcke

are you sure number 1 isnt supposed to be like that. the drivers side headlight is aimed lower as to avoid blinding oncoming traffic. my last 4 subarus have all been this way.

My last OB was not like this, nor are my wife's Sienna and my parents' Ranger and Cutlass that I drive for them. The dealership was asked directly to answer any of my concerns about my list of items twice over the month prior to my arrival for work. Being that they are the dealership, I lend credence to their non-answer on this topic. If it is the case, then their failure is compounded with lack of knowledge about their product.