Sash C.

Besides the frustration and aggravation of certain staff attitude, incompetence, false promises, and nearly impossible to get a hold of someone on the phone in the service department that can help, the current situation is as follows:

Purchased SUV 3-24-19. Picked up vehicle on 3-27 or 28. After 1-2,000 miles air conditioner (AC) started blowing hot air when set to 70 degrees. Took SUV to dealership 5-11 to inspect AC and a loose window trim. After 6 hours, service agent called to say loose trim was fixed, but found no issue with AC. Came back to pickup SUV and found trim was not fixed and still loose. Service agent said come back 5-18 to get it fixed and will order a new trim just in case there is a physical issue with the trim. I told service agent AC needs to be inspected again on 5-18 more thoroughly. I told service agent I haven't had a single issue with my 6 year old Honda Accord AC. Service agent said "well this isn't a Honda."

5-18 left SUV with dealership. After 8 hours, still no call from dealership. I came in around 4pm to get an update. Service agent said they are still working on the SUV trim, but found the AC was blowing 104 degrees when set to 70 degrees. Service agent came back and said they need to order a new trim because they cracked the original when they were inspecting it and on 5-11 ordered the wrong trim to replace it. Service agent said come back on 5-31.

5-19 i contacted subaru.com customer service about the trim issue. They were dismissive and said to try another retailer or continue working with the same one. The nearest alternative retailer is about 45min-1hr away due to traffic. This would be extremely inconvenient for my family.

Called dealership parts department between 5-19 and 31 to confirm if the correct trim came in this time. They confirmed yes.

Dropped off SUV 5-31. Got a rental sedan from dealership that is significantly smaller than SUV. A few hours later got a call from service agent that engineer could not figure out issue with AC and will need more time to investigate until 6-5. Service agent also said the wrong trim came in again and would need to reorder. Rental sedan had a lagging and malfunctioning touch screen that controls radio, GPS, and other features. Screen also froze for half the day on 6-1.

On 6-3 and 6-4 we left a voicemail for service agent to call us back with an update on our SUV. 6-5 got a call back from service agent and said they think issue with AC was low refrigerant liquid. This makes no sense because the vehicle is new and only has 3,000 miles on it. They said AC is working good now after they flushed and added refrigerant. Service agent also said the wrong trim came in again (voice mail from service agent said parts department gets confused between their left and right side) and they broke another piece on the SUV, something made of chrome and would need to order that too. Service agent promised to call with an update 6-6 in the morning.

6-6 got no call and so i called 5pm to get an update. Spoke with a manger and he said he doesn't know what's happening with the SUV and will update me on 6-7 after they inspect the AC more and complete trim installation. Through out the process i have gotten no apologies for the lack and incompetent service my family has received. We are still waiting to get our SUV back.

6-8 got a call SUV is ready for pickup. Will attempt 6-9 to see if they actually fixed it.