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Carlsen Subaru Complaint - Poor Customer Service

Review by ASmithStanford on 2005-02-23
BAY AREA, CALIFORNIA -- I went to Carlsen Subaru in Redwood City, CA (94063) on Friday February 18 about 11:30am PT to have the oil changed in my car and to have minor maintenance involving a stretched trunk release cable. I waited at the service desk for someone to help me for approximately 10 minutes before someone answered a page to help me. The man who came to help me said that noone could help me because everyone was at lunch and that I would have to wait till 12:30 to get the oil changed in my car, which I agreed was fine. He instructed me to pull up my car into the garage, which I did. He was gone, and so I waited again for him so he could bring the paperwork required. After several minutes waiting by my car, I heard him shout from another room, and he came out aggitated. He was quite upset, which he said was due to the fact that he was being "chewed out" on the phone just then. He started filling out the paperwork and I asked about tightening the trunk release cable, and he said I would need to leave my car for an hour in order for him to check it out. I explained that it only required a couple minutes and an allen wrench to tighten it and fix the problem, but I didn't have these tools to do it myself, which clearly made him upset. He became very uncooperative and rude at that point, and I told him that I was not liking the way things were going, and that I wasn't able to leave my car for an hour as I had business at 1pm, and I would take it somewhere else for that repair. He remained very aggitated and kept repeating "so you wanna just cancel the whole thing then, huh?" over and over again. I then asked him to speak with his manager. The service manager came out and we both explained what had happened, and I asked what I could do to file a complaint. The service manager said that it was a Friday, the maintenance assistant I had talked to earlier was busy, and that this was only a misunderstanding. I never received anything even remotely resembling an apology. All I received were excuses for why I was treated so unprofessionally. I told him that I understood the situation, but I've worked in service industries before, and I know that you cannot treat a customer with so much disrespect for any reason, and treatment like I was receiving should not be tolerated. The service manager wasn't helpful at all, only giving me his card and telling me to send him a letter. Only after I explained my desire to send my complaint to someone outside the maintenance shop did the service manager say I could write the Subaru Factory, and when I inquired about the Better Business Bureau, he mockingly replied "the BBB? yeah, sure, you can always complain to the BBB." I shook the service manager's hand and thanked him for his help, and left the shop.
Comments:2 Replies - Latest reply on 2005-02-24
Posted by scorpiohead on 2005-02-23:
Sorry--but based on what youre telling me, the service writer was correct for several reasons. 1) It doesnt matter how long the actual repair takes--if there are people ahead of you, they should be taken care of first. The fact that your repair may only require a few minutes is irrelevant--You still have to wait your turn 2) Why in the world would you bring your car in for repairs only an hour & a half before you have a meeting? You have a meeting at 1pm--so you decide to bring your car in at 11;30??!?! Come on! 3) On top of that, you bring it in on a Friday afternoon--Friday's are always busy--and especially Friday of a 3-day weekend.
Sorry, but I think you are VERY wrong
Posted by TXRoadTrip on 2005-02-24:
Call Subaru and let them know. Dealerships get rated.

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