Join Date: Aug 2015
Feedback Score: 0 reviews
Downtown Subaru, Oakland, Ca.
Downtown Subaru attempted to have me pay $8,000 for a transmission I didn't need.
I took my car in with a stalling issue - a known problem for 2010-2012 Outbacks (failed torque converter). I did my research beforehand and told the service dept about the issue when I first brought my car in. I have a 2010 with 74,000 miles and I am the first owner - bought it 5 years and 3 months ago (so 3 months out of warranty).
A few hours after bringing the car in I was contacted by the service dept and they told me I'd need a new transmission. They told me the torque converter had broken apart and pieces were inside of the transmission. They told me they could replace the torque converter but that it would simply be a patch and that I would likely have trouble 4 or 5 more times down the road.
I contacted Subaru of America who eventually offered to pay $4,300 of the cost. After a week of my car being in the shop, Downtown Subaru said that the new transmission wouldn't arrive for 4 weeks and that SoA would have to authorize a long term loaner for me. I immediately called SoA and in turn they contacted the dealership. Obviously I don't know exact details, but I assume SoA asked the dealership about what the actual diagnosis had been when they looked at the transmission. Turns out Downtown Subaru had never even LOOKED at the torque converter OR the transmission. They never even looked.
After 9 days of my car just sitting in their shop, they called me to let me know that the problem was in fact the torque converter and that I didn't need a new transmission. At that point I was livid. I had to go back to the dealership to get a loaner and it was then that I talked to the service manager - smarmy as heck - who told me his guys had made a mistake and this was the first he was hearing of it. I call BS because I'd been talking to everyone and their mother at the dealership the previous week and had actually tried to get him on the phone and he wouldn't talk to me.
SoA agreed to pay about half of the cost for a new torque converter and my balance was supposed to be around $800. The dealership didn't offer to cover ANY of the cost even though they'd lied and kept my car for over a week (without a loaner). I eventually got my cost down to $300 and they acted like they'd done me a favor. The service manager, Von Seiler, actually asked me what I thought was a fair portion for me to pay.
When the work was eventually finished, I went to pick up my car and was dismayed that not only had they not washed my car, but there were greasy fingerprints both inside and outside of the car. Ugh, gross.
STAY AWAY from the service dept of this dealership. They are liars, cheats and will try and steal from you.