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What Subaru and Ganley Subaru especially don’t want you to know
Posted by Innulya on 04/30/2010
BEDFORD, OHIO -- We write this in hopes of helping other families avoid the expense and aggravation we've experienced thanks to Ganley Subaru.
We bought a 2005 Outback 2.5 XT LTD in July of 2005 at Ellacott Shaker Subaru dealership, which later became Ganley Subaru of Bedford. At that time we also bought an extended warranty that was pitched hard by the salesman. During that visit, we were treated nicely, with eager explanations of trustworthiness, dependability, reliability, ride, and so on, and so on, and so on regarding Subary brand. Unfortunately, it was the last time we were treated with respect at Ellacott/Ganley Subaru dealership.
As we discovered much later and in the middle of a very dangerous cituation (November, freezing, and on a highway) the window washer tank was filled with water instead of washer liquid. Later, that first winter, one of thin aluminum sliders glued on top surface of the rear bumper simply fell off and ended up being stept on. It took a month, lost hours, and distinct sense of being unwelcome to replace the slider and one (!) wiper blade. Appearently, at first there were no replacement wiper blades at the dealership and, later, there were no driver side replacement wiper blades. Regarding the slider, we initially were told that it was not replaceable under warranty because it was bent. That absurd position was changed only after it was pointed out that it is impossible to bend the slider if it glued properly in place. At that point, we gave up since, highly inconveniently, working hours of the dealership service department coincide with most populace working hours.
By the way, below 25°F the window washer doesn’t work properly even with the proper liquid. To briefly mention some other deficiencies with our Suburu – expensive performance OEM tires lasted less than 35,000 miles and fared poorly on wet and snowy surfaces. Replacing those with regular passenger four season tires much improved the handling and driving in all conditions. Poor fuel economy – actual highway economy is around 21m/gal instead of 24 as advertised. Information display is primitive and there is absent “low oil level” warning light and, presumably, corresponding sensor. The later is very disturbing considering problems we have faced with the engine. After little more than 30,000 miles the power window main switch and, after 45,500 miles, the motor fan and a cam belt tensioner had to be replaced. Judging from our experience, 60,000 miles is a very inadequate drivetrain warranty for this brand.
In the process of removing wheels for the tire replacement, it became apparent that during 30,000 miles service at the dealership lug-nuts were over tightened to the point that one of them broke its bolt instead of loosening. At approximately 45,500 miles “check engine” light came on, idle became rough, and the car exhibited signs of loosing power. Because we change the oil between major services ourselves, the service department employees tried to blaime us alleging that we used diesel fuel instead of gas, did not change the engine oil on time, and so on. After the engine heads were removed, it became clear that all the accusations were groundless but there were no apologies and the repair took an astonishing five weeks. Apparently an oil control valve was faulty. In addition a motor fan and a cam belt tensioner had to be replaced under extended warranty, which could not be blaimed on us. The service department reluctantly provided a car for use during repair only after more then two weeks of inquires. Just 5000 miles later, on the Thanksgiving eve and at two thirds into a drive to Boston the “check engine” light came on again and, a few minutes later, the turbocharger stoped working. We were told at Clay Subaru in Boston that it happened because the turbocharger was not fastened properly, apparently after previous repair at Ganley Subaru. In addition to worrying instead of celebrating, we were stranded in Boston for three more working days more than we planned to stay.
The turbocharger failed again at 69,900 miles or less than 10,000 after a major scheduled service at Ganley Subaru and 1,500 miles after we changed the oil and filter. Although the car is under extended warranty with First Extended, the coverage was denied under pretense that the car was abused by us. Apparently, this happened because Ganley Subaru “forgot” to report oil changes that were performed as part of the repairs at both Ganley and Clay Subaru and because we were presumed guilty of lying about changing oil ourselves in the absence of iron-clad proof otherwise (credit card receipts for purchase of oil and filters apparently do not constitute such proof). It did not mater that, at the time of purchase, we were told that self service is OK as long as we keep the log of it, that, at least once before, this kind of accusation was proven false, and subsequent inspection has shown no signs of the abuse. Moreover, despite every invoice carrying a proud statement: “THE TEAM AT GANLEY BEDFORD IS DEDICATED TO SERVING THE NEEDS OF OUR CUSTOMERS WITH HONESTY AND INTEGRITY WITH A TOTAL BELIEF IN OUR PRODUCTS AND SERVICES WHILE PROVIDING THE HIGHEST LEVEL OF SATISFACTION IN EVERYTHING WE DO”, for four days after the car was brought to the dealership nothing has been done. It required multiple phone conversation with a reluctant and almost contemptuous employee to find out that the dealership presented a very negative picture to the insurer. First Extended, in turn, happily used that impression and ignored facts proving recent oil change. As a result, two weeks after the car was brought to Ganley Subaru, we decided to tow it to a repair shop we can trust to do honest job.
At this time two things are certain: we’ve visited any Ganley dealership for the last time in our lives and we will never consider owning another Subaru.
P.S. To add an insult to injury, Service director of Ganley Subary Pete Spacagna instructed his technicians to put the oil pan (removed on request from First Extended) without sealing it properly as a “revenge” for my refusal to pay for it, although, when we complained about it, his boss pledged to reimburse us the cost of this work done properly at another shop.
     
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Subaru Strands Another
Posted by Mauricesparker4 on 08/12/2011
If you own a Subaru, do not rely upon Subaru Roadside Assistance to help you in an emergency. I learned this the hard way on August 12, 2011, when my wife and I were stranded on the curve of the intersection of California Highways 85 & 87 in San Jose, CA. The front left tire of my 2010 Subaru Forester blew out and I pulled onto Highway 87 in an attempt to get off of the fast moving 85. Unfortunately, there was just more fast moving traffic careening around that corner. We immediately called Subaru Roadside Assistance, which I paid for upon the lease of my vehicle. For 15 minutes I was placed on hold with an automated voice informing me that, "All operators are busy at this moment. Please hold the line for the next service representative." Due to the emergent situation, I dialed 911 for help and received immediate assistance from a California Highway Patrolman (CHP). The CHP also called Subaru and waited on the line for an additional 30 minutes, but he also received the same unhelpful recording. Fortunately, my incident occurred at 3:30 P. M., which officially constituted rush hour. The CHP provides free roadside service, courtesy of the California taxpayers, during rush hours to commuters in distress. An alert California Freeway Service Patrol (FSP) assistant heard the radio communication between the CHP, who was assisting me, and his dispatcher and responded to our need before the CHP made a formal request for the FSP. With the help of the CHP and FSP, my tire was changed in this dangerous location and I was on the road again in a little over an hour from the start of this incident. Subaru Roadside Assistance never responded to my call and does not have a contact address for complaints. Due to the unreliability of Subaru, I have taken out membership from an additional roadside service provider. I am pleased to submit my concerns to My 3 Cents!
     
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Posted by trmn8r on 2011-08-13:
If they are going to have such a program, it should provide a better response time. Thanks for stopping in and voicing your complaint.
Posted by swei2003 on 2011-08-30:
Agreed. I waited on the side of the road for over 3 hours with a flat tire today. Subaru Roadside Assistance initially claimed someone would be there within an hour. No one I spoke to was apologetic or helpful. I finally canceled the service call and called AAA. They had someone there within 10 minutes. Thoroughly lousy showing by Subaru Roadside. Great service by AAA.
Posted by NapCat on 2012-11-17:
Thanks for sharing your experience. My Subaru Roadside assistance that came with my new OB is about to expire.....I will go to AAA
Posted by subarooster on 2013-07-11:
We had a terrible experience with Roadside Assistance. After a fruitless hour of trying to get someone to come out, we called AAA and they responded quickly and compassionately. I definitely recommend AAA over SRA.
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2006 Subaru WRX Clutch Falls Apart
Posted by Subaruined on 03/06/2008
GREENVILLE, SOUTH CAROLINA -- I was driving home from a meeting at work on a major highway going approx 65 mph (just keeping up with traffic flow) when my engine started revving up and my speed dropped. I was in fifth gear and attempted to downshift as I was pulling over, but the clutch would not disengage and nearly missed a car riding over the top of me) I was able to pull the car (2006 Subaru WRX) to the side of the highway. There was smoke and a burning smell. I jumped out and called Subaru roadside assistanc. It took 2 hrs for a flatbed to arrive...in which time 5 or 6 flatbeds passed me. When the car finally arrived at FAIRWAY SUBARU of Greenville SC I was given a disrestpectful call from the service manager claiming that the clutch was burned up and falling apart due to my driving. (I have owned 5 straight drive vehicles in 13 yrs and never had to replace a clutch.) He informed me that I was revving the engine up to do burnouts and it would leave blue marks on the clutch plate. In an all-wheel drive vehicle? What? I listened to the man out of respect and then told him how this happened while in fifth gear going 65 mph on the highway...NOT while shifting gears or doing burnouts. He said that the dealership gets 1-2 a month and it has only ever covered repairs under warranty one time. He took me to see the car while it was "UP" and to my surprise they had not even taken it off the car. There was no material showing as he had informed me earlier, so he proceeded to show me parts from another vehicle (Not Even Mine!)He assured me that "This happens all of the time." Obviously the manufacturer has a problem that they do not want to address. The next morning I went to view the parts that he assured me would be Bright Blue due to heat, and there was none. He then said that it was shifting too slow, riding my clutch or some other form of "ABUSE" driver related and assured me it WOULD NOT be covered under warranty. SUBARU doesNOT stand by their products. So much for a bumper to bumper extended Powertrain warranty. Did I mention my WRX is 18 months new with only 22,000miles. The service Manager also informed me that this happens all the time without any prior warning or shifting difficulties.....Doesn't that seem dangerous. How many people will have to die before this is addressed. Couldn't we just prevent any deaths at all by forcing Subaru to recall? I've seen lots of internet rants regarding the clutches in EVERY Subaru model.
     
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Posted by fascismsux on 2008-03-06:
Thats a shame - i like subarus. VOTE FOR RALPH NADER!
Posted by Anonymous on 2008-03-07:
Well right off the top of my head I'm thinking there is a service manager that needs to be fired.First of all the flyweel can blue with a slipping clutch, but it is really irrelevant considering the clutch would not be covered under warranty anyway, the entire argument is mute.
Posted by mydogbozo on 2008-03-07:
If you push hard enough, you can get a clutch covered. It is part of the powertrain. I had a factory rep explain that to me before when I worked in the dealer service business.
Posted by shane72751 on 2009-10-17:
I recently had the samething happen minus the highway. I started looking online for answers and found that many people have had issues with the 06 WRX clutch failing.
Posted by Joe Biz on 2013-12-01:
If im not mistaken, im pretty sure that the Sti clutches are made by Exeedy, so if Subaru dont want to do anything about it then maybe the manufacturer of the clutch should if they want to keep their name and their product known as top of their class.
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Disappointed Experience
Posted by Ivangrrr on 09/20/2013
PLANTATION, FLORIDA -- I purchase a Subaru impreza for my wife on April 24th 2013. with an agreement that they will order seat covers since the model did not have lather seats and we have 2 small dogs, they give us a certificate acknowledging it. after several visits to the dealership (Subaru of North Broward in Plantation FL)we realized they had no intention of honoring the deal. When we received a survey questionnaire, we answered explaining what had occurred and provided a copy of the voucher issued by the dealer. On June 1st received a call from Subaru of America Mr. David [snip] who assured me that he will take care. We came to realized that Subaru does not make seat covers for the impreza 2013, So he asked me to purchase a set and send him the invoice.

When I call to speak with him he had been promoted so Molly[snip] took over and she explain that the notes that David [snip] left said that was only for invoices from Subaru dealers. well they don't sell them. I'm very happy with the car but the customer service is very poor, going for a new car should be a reason to rejoice not regret and that's exactly how we feel. by by $387.95
     
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Posted by trmn8r on 2013-09-20:
Experiences such as this will send customers running. Very valid complaint. Promises that car dealers make are often reneged on. Except at Century 21 - all of their customers are so happy that they float around on cloud 9.
Posted by cmthru on 2013-09-20:
Since you have a certificate stating they will order seat covers and they have not, take them to small claims for breach of contact. Why have you waited since April?
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Commercial
Posted by Sxiong on 06/08/2013
As an Asian woman, I find it very racism and offensive to see the Subaru commercial that consists of a white man with an Asian woman. Are you advertising the vehicle or a mix couple propaganda of stereo type Asian woman with a white man? This commercial needs to be taken off the air. I will contact the Asian community, family, and friend to not support and buy Subaru vehicle. Does it have to be an Asian woman with a white man? Why can it be an Asian couple? Black couple? white couple?
     
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Posted by Jeff on 2013-06-09:
Ummm we live in a very diverse country that has a variety of different cultures and different people. Just because every commercial doesnt have a white husband and wife shouldn't be "offensive" to you or anyone else. Its just like the cheerios commercial people got mad at because it showed a black wife and white husband...its just a commercial.....I feel bad that people have to make such big deals about things that shouldn't be a big deal.
Posted by trmn8r on 2013-06-09:
Is there something unusual or offensive about a Caucasian man and an Asian woman together?
Posted by Barry on 2013-06-09:
You're comment seems racist
Posted by Lily on 2013-06-09:
OMG, are you serious? I feel sad for you and anyone that has to associate with someone who is so narrow minded. Perhaps you were being sarcastic and I missed it.
Posted by CrazyRedHead on 2013-06-09:
You sound like the people that complained about the Cheerios commercial where it was a black husband and a white wife with there bi-racial child. I like it when commercials shows a mixed family because it describes what mine and a lot of house holds are like today. I see your letter as being deemed as racist.
Posted by Chaparrita on 2013-06-09:
I bet if all commercials only showed white people, you'd be screaming about the fact that there are no Asians being represented. It's a commercial. Change the channel if you don't like it.
Posted by FoDaddy19 on 2013-06-09:
I saw the ad as well. As a white guy, I can't say I was offended or see where it was racist. For the ad to have been racist it would've had to have shown the wife running repeatedly into various objects with the car. That would've been offensive. However just having a mixed race couple not doing anything particularly remarkable isn't considered racist or offensive by most people.

You're going to contact the whole Asian community? Sounds ambitious.
Posted by onlooker on 2013-06-10:
There is a feeling of frustration when the popular portrayal is Asian female married to a white male - almost as if it is the only acceptable way to present Asians.
If the male had been Asian, and the female white - maybe there would have been cheerio backlash too -
It is a real issue to some people, but boycotting an Asian mfg / brand seems not quite right either.
Posted by Heni on 2013-11-25:
I totally agree with you, sxiong. Suburu seems to have a definite race-mixing agenda. They also have a young white girl snuggling with a black guy in the back seat of a Suburu, saying he's her new best friend. This is a political agenda (pushed by New York ad agencies?) which has no place in car commercials. I am also boycotting Suburu (and I was close to buying one when this aired).
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Blown header on 2006 Subaru
Posted by Kd.domerese99 on 12/05/2011
Have had a 2006 Subaru Legacy for 5 years, it has low miles and already needs an engine overhaul. Blew a header the other day. We have had Toyotas in the past and never had engine troubles until they got quite old. Sounds like other reviews state having an engine fixed on a low mileage car would be better than buying new, so for now we will take the cost and most likely do a rebuilt engine.
     
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Posted by trmn8r on 2011-12-05:
I believe you mean the cylinder head got into trouble. The "header" is part of your exhaust.

There are many possible causes of head problems. For example, I bought a low mileage car that someone put the wrong spark plugs in - warped the head after I got it. Has a professional diagnosed the root cause of the problem? If so, what is it?
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Stay Away From This Dealership!
Posted by Megamike12315 on 12/04/2011
PLANO, TEXAS -- I recently purchased a 2011 Outback Sport from this dealership after a nationwide search indicated they had the only one in the country with the desired equip. The vehicle was advertised as new condition with 4000 miles used only by the owner of the dealership as transport to and from work. Shortly after delivery, the vehicle was determined to have extensive undercarriage and frame damage. It was also determined that this dealership attempted to disguise this damage prior to sale. If you are thinking of buying a car from this dealership, I strongly urge you to reconsider!
     
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Posted by trmn8r on 2011-12-04:
Did you buy directly from the dealership, or through another dealer?

How long after delivery was this damage detected? What happened when you brought the damage to the dealer's attention where you bought the car? What dealer did you buy it from?
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Poor Customer Service
Posted by Kalaing on 08/05/2011
NEW JERSEY -- It is with great disappointment that I write this review. My husband serves on Active Duty in the United States Navy. We purchased a Subaru mostly because I travel alone with my two children frequently while my husband is deployed and we wanted the most reliable car possible. Well, this is not the case with the Outback 2.5 GTX. Our car is just shy of 6 years old with 55,000 miles and we had to replace the power steering pump. We contacted Subaru for assistance because, according to several Subaru repair technicians, a repair of this nature is unusual with such low mileage. After reviewing our entire service history a customer service manager at Subaru of America told us that they would offer no financial assistance for the $650 repair. The representative told us this decision was based on the expiration of the warranty and the fact that we garaged the car for three years while we lived in Japan serving in the US NAvy. This decision was reached despite performing the maintenance necessary to keep the car running while we not living in the United States.

It is so disappointing that a company that prides themselves on well manufacture vehicles would allow such a poor quality product to be sold and then due to circumstances beyond our control hold us liable for a repair that shouldn't have happened to begin with. As this time we will be trading out of this vehicle and going with another manufacture that will take care of those who serve our country in this time of war. SUBARU IS NOT A SUPPORTIVE COMPANY!!! IF you are serving in the United States Military DO NOT BUY THIS BRAND OF CAR!!!! They will not help you if you are required to garage your vehicle to serve overseas for your Nation!

I do truly love this car but will not drive a vehicle made by a company that doesn't support their service members in their time of need. Not to mention the unreliability of the vehicle itself. For a vehicle to lose the power steering pump at 55,000 miles is almost unheard of and therefore a manufacture defect. The company sold us an unreliable vehicle that has caused us finical stress in this already stressful economy and all because we had to garage our car for the three years while we were living in Japan.

I can not urge service members enough to buy from a company that will go above and beyond to help the men and women of the armed services and Subaru is not that company!!!!
     
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Posted by Alain on 2011-08-06:
Unfortunately, because the warranty was expired they can legally do this. However, thanks for taking the time to report this.
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Parking light switch
Posted by Illeagle on 09/01/2010
I just finished replacing a dead battery in my 2001 Outback. The battery wasn't bad. It had run totally dead over night because the parking lights continued burning in the garage even with keys removed. The reason? There is a switch on the steering column, which is hidden by the horn. The switch can easier turned on unintentionally while turning the reset trip odometer button.

When I installed the new battery the parking lights came on. I had to call my local repair guy to have him tell me it is common happening. So I'm out $100 for the new battery and several hours of manual labor, which at age 80 probably shortened my life even more.
     
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Posted by fast327 on 2010-09-01:
Why did you buy a new battery instead of buying a $25 charger? You stated that the battery was not bad.
Posted by old newfie on 2010-09-02:
The poor guys 80, leave him alone. jk
Posted by Alain on 2010-09-02:
My Dad is 87 and had this same problem with his Subaru, but fortunately caught it before the battery went dead. It's a design problem that you can't do much about except be aware of it. Being as every car is different to some degree, we (I use his car when I visit so I joined him) sat down and thoroughly reviewed the manual and the car so that we were aware of where things were (including anything that was hidden from view) for future reference.
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Navigation Nightmare
Posted by Navigation on 07/26/2010
I waited weeks to get a limited Outback with Navigation. I could not preview a Navigation system before purchases as none were available in area. I have used numerous Nav systems in the past and was confident a factory system would be superior to Magellan or Tom Tom.

Wrong, this system has many problems. I was told by factory New England Sales Manager that I needed to wait another 3 or 4 months until the system is upgraded and that he realized the system is outdated.

I told him I paid for the Nav system in June and I expect it to operate on the day I purchased it. We have 5,000 miles on car, every time we use Nav it has been a problem.

Factory Sales Manager thought I was totally unreasonable to be expecting Nav to be operational the day I purchased. He suggested I take my lumps and trade the car.

My suggestion, with a New England Sales Manager with this much attitude who needs to purchase a Subaru?
     
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Posted by Alain on 2010-07-27:
It may help to report this to Subaru (subaru.com>contact us at the bottom of the web page) or to give their customer service a call at 800-782-2783.
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