ComplaintsforFrank Fletcher Subaru

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called several days prior to my service date of 7/27/22 and left a message about making an appointment, call was not returned. When I called back two days later, I was rudely told they did not get my phone call and I was transferred around several times for the quotes. I was hung up on several times, put on hold, and had to listen to sales commercials. I asked why they did not call me right back she told me, she had other customers waiting next in line and very rudely told me they would have called me back later. I could have gotten tires, alignment, brake fluid service and oil change done somewhere else a lot cheaper and with better warranty but I wanted professional service and all done in one appointment. When picking up my car, I noticed large scrape on the wheel, I brought it to ** attention in the service area. He immediately told me it looked like road rash and that he had no way of proving it happened there and that he was low man there and had to take a picture for his boss and would call me tomorrow and told me it would come from his boss’s pocket and tried to make me feel bad for their mistake, he did not call back the next day. He told me the survey that I get would affect him and not the service people directly and that it would look bad on him and to be nice about it. When I left, I tried using the washer fluid and it told me to fill it, they marked it down as full on the report and it was empty. I called back up there, I was transferred and left a message and asked for a call back the next day about it and never got one. My wheel was damage, washer fluid was not filled, the tires and wheels were dirty and covered in grease. I normally get a survey sent to me the next day about my service and a call a few days after that, it’s been over a week and nothing. I paid over 1k for unprofessional service and nothing has been done to correct it. I have been going there since it was new, and now I feel like I will never go back nor recommend them to anyone.

  

  Business response

  08/22/2022

  We regret any miscommunication we had with *** *****.  This dealership normally performs very high in regard to satisfying our customers and is generally rated as one of the best ****** stores in the region for customer satisfaction.  The experience *** ***** had is not indicative of our normal levels of customer satisfaction and was related to a temporary staffing issue.   We will be reaching out to her to arrange to have her wheel replaced and to ensure that a thorough Multipoint inspection is performed at that time as well.

   

   

  If you have any other questions, please contact me.

   

  *** *******

   

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