Business ProfileforQuantrell Auto Group

Service Issues with 2019 Subaru Outback with 27,000 miles. I wanted to write about a recent experience with getting an oil change at Quantrell Subaru. The dealership reported that the last person who changed the oil damaged the drain plug. So, it required a new $50 drain plug (the last oil change was done at a Valvoline Instant Oil Change). I paid for the new plug and thought I would just bring the car back to the dealer from now on to keep from having problems. Turns out, the Subaru dealership also has service issues. When the preventative service was complete, I drove 30 minutes back to my office in Frankfort and started smelling a strong odor of oil burning. I opened the hood and found that the oil cap had not even been re-installed. Oil was all over the engine. I checked the oil level (to make sure it was safe to drive) and drove back 30 minutes to the dealership. They never once took responsibility for this incident. They checked/refilled the oil to the appropriate level and cleaned off the engine as good as they could and told me that I still might smell burning for a little while. This car belongs to my 81 year old mother. If she had taken the car, she would have eventually been on the side of the road and could have potentially destroyed her motor. I can't believe that the dealership doesn't double-check their work. Putting the cap back on seems like a major part of an oil change. I had expected at least a future discount or to remove the cost of the current oil change (since it wasn't even done correctly), especially since I drove an extra hour (round trip), then spent about an hour back at the dealership for them to correct their issue. If you have any basic service done at Quantrell Subaru, I strongly recommended that you open the hood and make sure they replaced the caps before you start the car to return home.

MIchael, Our sincerest apologies for that happening to you. That is unacceptable on our part. We would like to offer you a full, free detail. If you would agree to that please call Tony Pfuelb to arrange a good time.