Join Date: Oct 2016
Car: 2016 Outback 2.5i Premium
Feedback Score: 0 reviews
Took my new Outback to dealer to get serviced...very bad experience
Hello everyone! I'm new here. I hope I will not bore anyone with this thread. I just wanted to vent and share with you all a very bad experience I had when I took my Outback to the dealer to get it serviced. The purpose of this post is also to warn everyone about the existence of unethical service departments.
I bought my 2016 Outback Premium a year ago and I'm overall very happy with my purchase. It is my very first brand new vehicle I bought. I've always thought wagons were cool and I like to go skiing in Colorado, that's why I bought an Outback. Of course, as a new Subaru owner I care a lot for my vehicle. I keep it in the garage when not in use, park it far away so no one would hit it, and service it in accordance with the maintenance schedule. What can I say, I love my Subaru.
Anyway, Subaru Added Security Maintenance Agreement came with my purchase, which means I get free scheduled maintenance for 24 months. So, I schedule an appointment and then drop off my Outback at the dealer for them to do a 12 months/12000 miles service. I don't drive my Outback much and I only had about 6000 miles on it when I dropped it off at the dealer. 12 months/12000 miles maintenance consists of oil change, oil filter change, in-cabin air filter change, and tire rotation, as well as inspection of components and such. When I dropped off my vehicle, I specifically asked them to change the in-cabin air filter. Five hours later I get a phone call, my Outback is ready for pick-up. Before I dropped off my Outback at the dealer I marked the old parts (oil filter and in-cabin air filter) with a Sharpie. I also numbered the tires with a Sharpie to note their position. I do this to protect myself from unethical business practices. When I pick up my Outback they give me an invoice, which states my vehicle's main relay (which was a service recall), motor oil, gasket, and oil filter had been replaced. There is no mention of the in-cabin air filter on the invoice. When asked, they assure me the in-cabin air filter had also been replaced. Great, I go and inspect my vehicle but discover my old oil filter and old in-cabin air filer to still be in my vehicle. I also discover my tires to be in the exact same position as before, which means they had not been rotated. They did not perform any service at all. I'm very upset of course. I talk to the service manager and within 20-30 minutes he had my vehicle fully serviced and ready to go.
The service manager gave me the following explanation: he said another customer had brought a Subaru Outback of the same year and color as mine, that needed the exact same service as mine. Hence, the service manager said, the service tech had mistakenly serviced that other customer's Outback twice and did not service mine by mistake.
Of course, I did not believe this story but I'm not a very trusting person. I wanted to ask others' opinion. Does anyone believe the service manager or do you think they intentionally failed to service my vehicle?
That experience was very upsetting to me and I wonder how many customers are unknowingly affected by such "mistakes".