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Old 07-09-2008, 01:00 PM   #51
BeautyOfAWD
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Member#: 104704
Join Date: Jan 2006
Default

Quote:
Originally Posted by Doc Holiday View Post
I hate this dealership. I went there because it was close to work with a CEL. Before going in I read up on a recall on my 02 sensor which I decided I would have replaced even if it wasn't the problem.

They tried to tell me that the CEL was a result of the aftermarket radio I had installed a year earlier, and did everything they could to get out of replacing the 02 sensor.

After lots of arguing they did the 02 sensor and I took my scooby to Cityside where I they discovered (quickly) that my wiring harness was defective. They also told me that my radio looked like it had been installed by a pro. hahaha
Dear Doc Holiday,
I am baffled why we would not want to have properly done this work for you. So that I can "coach and counsel" the responsible individuals, please provide the serial number (last 8 of VIN) of your car. YOu can post it here, or preferable email it to me: dealer'at'metrowestsubaru.com.
Thanks,
Frank Hanenberger
Dealer Principal
MetroWest Subaru
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Old 07-09-2008, 05:09 PM   #52
futurewrxowner
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Join Date: Jun 2001
Chapter/Region: NESIC
Location: oxford mass, usa
Vehicle:
2011 JeepGC Overland
White/Saddle

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Frank, if my girlfriend didn't call you today, she will tomorrow. I know today was a busy day at work for her. Its a shame that you can't see everything that happens all the time and have to leave a lot of things in the hands of other people such as your service manager. Just from the posts in this thread and how everything has been handled with us for the past few months, it has been made completely clear he either has no passion for his work and keeping customers happy or he has been told not to go and do 100% of what he can. I highly doubt he would be told that by you or or anyone else thats above him as anyone who would sign onto a forum to check into things like this, has to care about his business. Considering the wide range of dates all the bad cases have taken place over, I don't believe you can sustain a reputable and profitable repair business out of your dealership while he is still in charge. Her subaru will be gone as of tonight, but I still have an 05 STi that has a few issues and I could never bring it to your dealership knowing that I would have to deal with his drawn out "it will be ready in two days" being said every three days when you finally get him on the phone, the utter lack of knowledge of anything more then basic maintenance or the fact that he either lets your employees take the car for personal use and abuse or he did it personally. The only way you can begin to give anyone confidence in your shops ability is if you clean house starting from the top.
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Old 07-14-2008, 09:05 PM   #53
Jonathan
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Chapter/Region: NESIC
Location: Natick, MA USA
Vehicle:
1999 Legacy GT Ltd
Quick Silver Metallic

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Quote:
Originally Posted by futurewrxowner View Post
I still have an 05 STi that has a few issues and I could never bring it to your dealership knowing that I would have to deal with his drawn out "it will be ready in two days" being said every three days when you finally get him on the phone, the utter lack of knowledge of anything more then basic maintenance or the fact that he either lets your employees take the car for personal use and abuse or he did it personally. The only way you can begin to give anyone confidence in your shops ability is if you clean house starting from the top.
Given Frank's lack of a response and the serious issues FutureWrxOwner has posted here and in the NESiC forum, I think that it is fair to say that Metrowest Subaru should only be used for routine service and not for "issues" that involve extensive diagnosis for the time being.

I do hope that Frank is able to eventually make improvements to his Service Department, however it takes a fair amount of time to hire the "right" people and establish proper procedures. Please don't expect Frank to make all the correct changes overnight.

EDIT: Adding link to the "Metrowest Suckage" thread posted on the NESiC forum:

http://forums.nasioc.com/forums/show....php?t=1549731

Last edited by Jonathan; 07-14-2008 at 09:16 PM.
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Old 07-21-2008, 09:45 PM   #54
winkie711
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Chapter/Region: RMIC
Location: Somewhere between SLC & Boston
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05's WRX STi & LGT
Silver-Black

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Well, another bad experience at Metrowest...I brought my STi in for warranty work. Part of it I paid out of pocket due to aftermarket parts (which was partially understandable). But, after they fixed one problem the car was returned to me with a few interesting problems.

#1-A dent was easily noticed on the rear right roof pillar.
#2-they put FORTY miles on my car while "road testing".
#3-they apparently took my car to pick up lunch (a post it note with food orders was in my cupholder)
#4-the car now has a problem at idle (high RPM's)
#5-they completely disregarded one of the problems I originally took it in for.

Immediately upon getting the keys to the car, I noticed the previously mentioned issues. I never even left the parking lot...I returned to speak with my service advisor. He apparently had already left and the other service advisor said "the reason they put on that many miles was for your protection". Wha wha what??? It wasn't an "easy" 40 miles either, as noted by a significantly decreased gas level...I'd like to take one of their STi's for a "short forty mile road test" to see if I want to buy it (they would be livid, why shouldn't I?). Anyways, he said I should call back tomorrow to speak with my service advisor Ed (who actually was real nice upon me coming in to Metrowest). The following day I spoke with Ed, he said he didn't have the power to take further action and he recommended I come back in a week when the service manager would be there. I set up an appointment for this weekend, but quite frankly I really wish I didn't have to take it in...but I'd like this to be resolved. I guess I thought the manager would contact me, but apparently this wasn't on his priority list...

SOA and my insurance company will likely need to be involved to properly resolve this issue. I feel torn because I've owned many subarus and I love the two I currently own, but warranty work shouldn't feel like going to get a root canal...with both of my current subies out of warranty (they're 05's) I'm now in the market to get them replaced...but it's highly unlikely that these theives will see more of my money. I simply cannot recommend this dealership as they haven't taken any action to even attempt to resolving this issue.

Last edited by winkie711; 07-21-2008 at 10:08 PM.
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Old 07-22-2008, 09:23 AM   #55
Jonathan
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Member Sales Rating: (5)
 
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Chapter/Region: NESIC
Location: Natick, MA USA
Vehicle:
1999 Legacy GT Ltd
Quick Silver Metallic

Default

Quote:
Originally Posted by winkie711 View Post
SOA and my insurance company will likely need to be involved to properly resolve this issue. I feel torn because I've owned many subarus and I love the two I currently own, but warranty work shouldn't feel like going to get a root canal...with both of my current subies out of warranty (they're 05's) I'm now in the market to get them replaced...but it's highly unlikely that these thieves will see more of my money. I simply cannot recommend this dealership as they haven't taken any action to even attempt to resolving this issue.
winkie - Please at least talk to Frank the owner before you contact SoA. Maybe there isn't a whole lot he can do, and yes I agree with you that their "service department" totally sucks. Let him know what you are going to do and why.

Given the large number of people reporting body damage when bringing in cars for repairs I would have to say that this dealer should be avoided for any kind of service. This alone is enough to justify firing those responsible. If Frank doesn't take the necessary actions to improve his service department, I agree that SoA should not endorse this dealership.

These sorts of issues are giving Subaru a bad name, not just this one dealership.
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Old 02-02-2009, 05:54 PM   #56
woody06967
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Member Sales Rating: (6)
 
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Join Date: Mar 2006
Chapter/Region: Tri-State
Location: Canandaigua, NY
Vehicle:
2007 STI Limited
2012 MDX, 2012 TDI

Thumbs down Nightmare experience

I had a terrible experience at Metrowest:

Long backstory but to summarize the mechanical repairs required, I had my transmission replaced (new, OEM entire unit) in October here. The previous dealership I had dealt with (great experience, Van Bortel Subaru in Victor NY) paid for the repairs. My clutch was destroyed and the transmission casing broken. The dealer suggested I pay out of pocket but after investigation on my part it turned out that after a warranty repair at Van Bortel, the cap on the clutch fork pin had been left off causing the problem. I offered to purchase a replacement, slightly upgraded clutch (Exedy Organic from Gruppe-S) at the same time since everything was apart and because although my pressure plate was damaged, the clutch disk was fairly worn (had some life left at 99k miles) and I thought it would be an opportunity for an improvement.

The first week there, everything in my car was stolen. The service department had left my car unlocked outdoors and the entire stereo, radar detector, ipod, sunglasses, etc were stolen. Insurance from the dealer covered the "permanent" items but I was not reimbursed for about $1000 worth of loose items that at first I was assured I would be paid back for "whether insurance covers it or we have to". The service manager Mike Sheehy told me "the best we can do is offer you half off on the replacement clutch" (I'd already bought one that they damaged, but more to follow.)

I got the car back the first week of December (it was in the shop for 6 weeks.) I did not get my clutch parts back, including the undamaged OEM flywheel and mostly worn clutch disk. The car was a mess and it looked like rusted parts had been left on the back seat and in the trunk. It had a horrendous amount of noise which I reached out to the service manager about saying that it didn't sound normal. The car was difficult to get moving smoothly and I'm a fairly decent clutch artist. After driving it for ~300 miles (I had purchased a new Mazda CX-7 while the car was out of commission making the WRX a second car) I had a strange pull during my commute to work going about 60mph, with cruise on. After a brief pull, the transmission starting whining horrendously. It was entirely speed dependent, and in any gear. Turns out a bearing disintegrated taking out the back half of the transmission up to and including the center differential. I took the car back to Metrowest and after putting me off for about ten days they ordered another $2k+ in parts and replaced half the (new) transmission. Car was out of commission for another two weeks.

Meanwhile, I get a call from a service tech at the dealership that the new clutch I had provided was more than half worn and both the flywheel and pressure plate had severe hot spots. This was at 8am on my way to work, and he asked me to authorize replacing this brand new clutch with an OEM one for list price. He also wanted me to buy a flywheel since they had thrown out my original one. I put everything on hold as I wanted to look at the parts in person. I went to the dealership (fourth trip during my own work time as they're not open after hours) to take pictures. Sure enough, both the pressure and flywheel were damaged and the clutch was heavily worn. After the dealer questioning my operation of the car (first question, did you abuse it... this after the original clutch was fine at 99k miles and wouldn't have had to be replaced in the first place for a while to go.) they offered to sell me a new clutch kit and flywheel for 15% off of list price. I said, I'm going to RMA my exedy clutch and see what Exedy has to say about the damage. I suspect it was a bungled installation but no one at the dealer seemed to be on my side with the exception of one service tech, Ed so it was difficult to get an honest opinion of what could have caused the problem.

The transmission repair to me is suspect because now it's not a new unit but a repaired one. The overall experience has cost me the $1000 of items that were stolen due to negligent care of the car while it was out of my car, several hours of my companies time because I had to go during work to take care of this, the $500 worth of parts from Gruppe-S and Exedy that have yet to be examined, and a half price OEM Subaru clutch (which is also Exedy) for just under $400. The car was out of service for over 3 months out of the past 18 and I don't trust it at all. If I hadn't gone out and bought another car I don't even know how I could have gotten through this.
************

To summarize my experience with SoA (apologetic but not helpful), Van Bortel (courteous and helpful), Metrowest (rude and combative) and the car so far:

I've had my long block replaced, my transmission replaced twice, a clutch damaged either by manufacturer defect or installation error (yet to be determined), my interior gutted and not fully reimbursed, and a terrible customer service experience from the manager of the service department and the owner of the dealership.

I think the worst part of the entire experience has been the fact that aside from Van Bortel, no one wants to take any accountability. SoA points the finger at Van Bortel for the warranty repair. Metrowest points the finger at me, Gruppe-S, Exedy, and Van Bortel for abuse and shoddy parts. Gruppe-S points the finger at Metrowest for the installation. I'm not going to say I drive the car like a grandma, but I don't abuse it and I don't appreciate being accused of that either. The clutch is never slipped or dropped, nothing that has happened was related to how it was operated, and I walk away feeling like I got shafted. No apologies from SoA or Metrowest for the fact I've been without the car for more than half of the last three months.
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Old 02-03-2009, 06:27 PM   #57
climberd
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Member#: 183019
Join Date: Jun 2008
Chapter/Region: TXIC
Location: Dallas, TX
Vehicle:
05 LGT Stg3 Wgn
Black

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I never post on NASIOC, but I am on LegacyGT.com everyday.

I too have had an interesting set of experiences at MetroWest, some with my old Impreza and some with my LGT. I guess I got the good end of it. I always dealt with Ed (the loud one). He was always very nice, remembered who I was, and did what he said he would. I went back each time only if Ed was in.

On the service end of things, everything always took 3x longer than it should, but it usually got done. They always ended up paying for what was under warranty, even if I had to talk it over to convince them.

Woody06967, that is a horror story among horror stories.

My life is consulting on management and operational processes. I'm sure only the guys working at MetroWest actually know what's the inside story, but it sounds like something (usually due to a person or a small number of people) is very, very off, and I would like nothing more than to have that dealer as a client for a month.
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Old 02-10-2009, 02:30 PM   #58
climberd
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Join Date: Jun 2008
Chapter/Region: TXIC
Location: Dallas, TX
Vehicle:
05 LGT Stg3 Wgn
Black

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I'm done with this dealership!!!

I called MetroWest asking for a 5eat drain plug. They said they had it. I then asked if he knew what the threading was on it (e.g. M20x1.5). He said hold on, transferred me to service (wtf?), who then transferred me back to parts (wtf?), who then hung up. I called back 15 minutes later, said the word "drain plug", the guy put me on hold permanently.

I then called CitySide Subaru. The guy politely told me that he did not have that information, and told me the only way they can check it is to compare that plug to another to gauge the threading. AN HONEST ANSWER!!! No dicking around, just the truth in 20 seconds.

Low-end consumer goods customer service outsourcing firms use the same technique of dicking around the customer until they give up. I can only imagine MetroWest Subaru has a very real employee culture issue. Thank god I did not buy my car from there.

Enjoy serving automotively inept soccer moms and grandmas, as I can't see how anyone else would put up with your crap for as long as I did.
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Old 02-10-2009, 02:38 PM   #59
climberd
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Join Date: Jun 2008
Chapter/Region: TXIC
Location: Dallas, TX
Vehicle:
05 LGT Stg3 Wgn
Black

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I'm done with this dealership!!!

I called MetroWest asking for a 5eat drain plug. They said they had it. I then asked if he knew what the threading was on it (e.g. M20x1.5). He said hold on, transferred me to service (wtf?), who then transferred me back to parts (wtf?), who then hung up. I called back 15 minutes later, said the word "drain plug", the guy put me on hold permanently.

I then called CitySide Subaru. The guy politely told me that he did not have that information, and told me the only way they can check it is to compare that plug to another to gauge the threading. AN HONEST ANSWER!!! No dicking around, just the truth in 20 seconds.

Low-end consumer goods customer service outsourcing firms use the same technique of dicking around the customer until they give up. I can only imagine MetroWest Subaru has a very real employee culture issue. Thank god I did not buy my car from there.

Enjoy serving automotively inept soccer moms and grandmas, as I can't see how anyone else would put up with your crap for as long as I did.
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Old 01-16-2010, 10:55 AM   #60
bierhere
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Wouldn't use the dealership ever again for anything purchasing or servicing. I purchased a 2001 from Natick Subaru their predecessor. I serviced the car on/off until just before the 30K service. I was told by a local mechanic that I had a leaking head gasket. I brought the car here for a second opinion/diagnostic. I was charged $200 told nothing was wrong, and yelled out by a customer service rep when I asked questions over the phone. I've never been yelled out by a customer service representative from a car dealer ever before.

This is some of the poorest customer service I've ever received and clearly they've lost any chance at my business forever. I certainly won't recommend them to anyone.
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Old 07-31-2010, 09:33 PM   #61
Crazy_Diamond
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Join Date: Nov 2009
Location: Acton, MA
Vehicle:
2015 WRX Limited
Lightning Red

Default Repeat customer

I wanted to bump this thread. From what I've read, It looks like things haven't changed much since the Natick Subaru days of old. Back then, I didn't like the atmosphere of this dealership when I was shopping for my WRX. (I ended up buying at Clay in Norwood.) Four years later, I'm in the market for a Forester or Outback for the wife, and from the looks of these posts, new ownership or not, I'll be going back to Clay.
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Old 02-08-2011, 04:27 PM   #62
bostonbullid
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Join Date: Apr 2008
Chapter/Region: NESIC
Location: Medway, MA
Vehicle:
2004 H6 Outback
maroon

Default Avoid, at all costs.

Ahhh, MetroWest Subaru, where to begin?

Prologue:
I bought my 2004 H6 Outback new at Natick Subaru. The purchase went smoothly, we started at invoice price with no haggling and such and the salesman was easy to work with. The first sign of issues was when the trade-in guy came out to asses my 97 Blazer and proceeded to turn the key and pump the living crap out of the gas pedal. Oddly the thing didn't start and he then said he didn't want to test drive it because it's obviously unreliable. They offered me $3k for it so I told them no thanks and gave it to my dad instead. When I told the salesman I wouldn't be trading it in he said something like wow, we already had 3 guys that work here lined up with dibbs on it. nice.

Chapter 1: The TPS experience
Over the years I started having problems with the idle, it would idle high at start and then try to pull through the brakes at a slow stop, then the RPM would dive when the car finally stopped. The issue was traced to the Throttle Position Sensor and they replaced it under warrenty. Same exact thing happened less than a year later and at the first sign of it I brought the car back, but the problem was intermittent and they said it couldn't be reproduced and there was no code in the computer. A couple of weeks later it happened again and this time I got a CEL and brought it right over. They said the TPS was bad again but that there was also a lot of fouling in the fuel system/manifold, they wanted to do the "complete fuel system cleaning where we take things apart and soak them in special cleaner" and soak me for a lot of money. I told them I wanted to know why this car was eating TPSs like it was going out of style and they said it was becuase I didn't always put in 93 octane (I usually did but had cut back to mid-grade for a bit). They again replaced the TPS and said to put nothing but 93 in and keep all my receipts. A few months later guess what? I merge onto the Mass Turnpike and the car stumbles and starts to have issues, same ol TPS problem. Right back to MetroWest (they had changed ownership and name) and again the problem couldn't be reproduced. I told the guy to check my records, that I knew EXACTLY what a bum TPS felt like. He said there was nothing that he could do without a code in the comp or the problem happening right then. I drove off let the issue happen for the next week or so until the CEL came on and when it did I took it directly there but the light went off on the way. They called and told me that there was no code in the computer (riiight) and that the TPS tested out and that there was gunk in my fuel/intake system and would I like the expensive fuel system treatment and that I should only put 93 in this car. I told them that I had put nothing but premium in it since my last issue and had all the receipts complete with milage numbers to prove it. I also pointed out that the fouling is most likely because when the TPS flakes out the car runs like CRAP and isn't burning the fuel efficiently which would cause fouling. They didn't seem to like this arguement and told me sorry but there's nothing we can do without a code in the computer. luckily after I picked up the car the CEL came on the next day and I was able to get it right back there with the light still on and without the code magically disappearing from the computer. They replaced the TPS again but made me pay the deductable on my extended warrenty.

Chapter 2: Pardon me, is that your coolant?
I dropped the car at Metrowest for the 60k (or thereabouts) service and waited for it up in the waiting room. a few hours later when it was done I headed off on my way to work and decided to hit a Dunkin Donuts drive through at the rest area in Natick on the way. While I was in line waiting for my food I started to see steam or smoke around the front of my car. I couldn't tell if it was my engine bay or the tailpipe of the car in front of me so when he moved up I stayed put and confirmed that it was in fact my car. I pulled forward and shutdown, then started up, pulled forward and shutdown. got my food and got over to a parking spot so I could check things out. As I was lifting the hood a lady pulled up and said "I was behind you in line, you're leaking coolant!". sure enough there's a stream of green liquid coming out the bottom of the car. I called Metrowest and asked them WTF was going on and is this what I should expect after a $500 service appointment? They sent a tow truck to get me, which had to drive all around the world to get back to Rt 9 thanks to the ingenious way MA sets up roads; and when we got there the service rep came out to apologize. They brought it right in and found that the tech hadn't clamped the bottom radiator hose, which then came off and freed all the coolant. He said that the shop foreman himself had worked on the car and he feels horrible, this type of thing never happens blah blah blah, and they gave me a half dozen free oil changes as compensation.

Chapter 3: The Final chapter
A couple of weekends ago I was making a pet food run with my 5yo son when I started to smell some burning from the engine bay; not OH MY GOD OH MY GOD burning but a belt was obviously having trouble. I got us home but it was Sunday so no one was open, I had to wait until the next morning. I was on my way to work the next morning with the plan to call Metrowest as soon
as they opened at 7:30 but I didn't get that far, at a stop sign the idle changed a bit and I started hearing a ratt-a-tatt-tatt from the engine bay and my heater was emitting the smell of burning rubber bands. I limped into the Metrowest lot and waited for them to open. As soon as they did I went in and talked to the service rep who was able to fit me in that day and give me a loaner. I told him the belt was about to let go and I was a thousand over for my 105k service, and he said he could get both done that day. I knew I was running thin on my brakes as well but didn't say anything becuase I figured I might get another few thousand out of them. They called me later that morning and told me I needed an accessory belt, pully, and tensioner ($500), new front brakes ($500), and the regular scheduled maint ($500). I asked about coupons/discounts and he agreed to do 15% off the entire thing, parts and labor, so I told him to go ahead of get it done.

I picked the car up that night and took it home. a day and a half later I noticed a lot more road feedback in the steering and then it quickly got harder to steer. I thought there might be ice built up in the wheelwells (the weather has been nuts here in New England this winter) so when I got home I cleaned them out. The next morning it was apparant that it wasn't ice, I had zero power steering. I called Metrowest from work and asked them WTF was going on, I just spent $1200 on maintenance and two days later I have no power steering? I have a multi-point safety inspection that has the little green circle next to steering/pump/belts checked off. They told me to bring the car back right away so I dropped it off the next morning and got a loaner. They called later that afternoon but I missed the call and couldn't call back until Monday morning, at which point they told me I needed a new power steering pump, and that since the car was just in a couple of days ago that they would eat the labor fees and only charge me for the part ($500) and when I balked they offered me a discount on the part as well. I came out and told the service rep that it's all a bit suspicious that a pump that was working perfectly fine before they where in there poking around all of the sudden comes up completely busted and leaking less than two days later. He mumbled some stuff about things happen etc. I should have told them not to touch anything else and I'd come get the car but I was tired of the whole situation and told them to just fix it.

I picked my car up that night and put the car seats back in and then went to pick up my 5yo and 3yo at daycare a few miles away. While we where driving home my 3yo was complaining about the smell and I told her the men that fixed the car had probably spilled something that was making it smell bad. 2min later there was steam coming out from under the hood and the water temp gauge was 90% of the way to the red! Luckily I was in a good spot to pull over, which isn't a given seeing as how we have 3' of snow on the ground up here and 2 lane roads are down to 1.5 lanes or less. I popped the hood and found coolant sprayed all over the block, so I grabbed my phone from the car and stood outside so my kids wouldn't hear the words I was about to use. No one answered in the service department so I told the operator I wanted the service manager, the dealership manager, the owner, or someone with some power. I got the sales manager and proceeded to unload on him with both barrels. yes I know none of this was his fault, but in my mind that place had just put the lives of my two young children at risk and there's nothing that's going to get me madder faster than that. While I was talking to him, loudly, I found that the upper radiator hose was completely off the radiator and I didn't see a clamp. When I told him this he said he was going to try and get the service manager on the line and call me back. after he hung up I found that the clamp had slipped down the hose and was under the engine shroud; it wasn't at all tightened down. The sales manager called and told me he was sending a tow truck but I told him not to bother, what am I going to do with my two kids in a tow truck? I told him I found the clamp and was fixing it myself and that my main concern was if they can't even tighten a hose clamp correctly what the hell else did the forget to do? he actually agreed. he gave me his personal cell number in case I changed my mind and then I proceeded to tighten the clamp with a penny as a screwdriver. I had a couple small poland springs bottles that I dumped into the radiator, which didn't much help, I was getting up near the red again as I got the a gas station a few hundred yards up the street. I pulled in there and bought a gallon of coolant and the car drank nearly the whole thing before I even started it up to cycle it around the system. The nice guy at the gas station hosed the block down to cut down on the smoke and smell and I headed home. When I got there I got my flashlight and checked everything out and then topped the coolant again.

The next morning I went directly to Metrowest and walked up to the service managers door where he was talking to two techs. I asked if he was the service manager and he introduced himself, at which point I introduced myself and asked if he knew why I was there. He said the sales manager had called him and that he knew a little about the situation and asked the techs to leave. I gave him the facts, with a bit more control than the other poor guy got, and again told him that I'm even more suspicious about the steering pump now. he wasn't willing to concede that they could have anything to do with that so I just told him to check every single nut, bolt, hose, and clamp that they had been near and to have someone else do it; I didn't want whoever had worked on it before to touch it. Guess who he said worked on it? "the shop foreman". I told him that if his shop foreman couldn't tighten a hose clamp then it explained a lot about his service department troubles, reminded him the same thing happened a few years ago, and to keep whoever it was away from my car. He just called to let me know they flushed the cooling system and checked everything over, and that they where taking the car out for a 30mi test ride to make sure nothing falls off or explodes (that's my interpretation of his words) and then they'd top off the gas tank before giving the car back. he said he has some family business to attend to but he'll be calling me later in the week to "talk about what we can do to try and make this right". I will update the status on all the various places I will be posting this at that time, but I have no plans to ever get either of my Subarus anywhere near that place again. The last thing I said to him before I left this morning was that he's damn lucky, because if the hose had popped off while I was on some twisty sticks backroad that I take home and I got stuck sitting there in the dark waiting to get smashed in the rear by some yahoo things could have been a lot worse....and that if my kids had been injured in any way by their negligence that I would make it my life mission to close that entire place down. And I meant it.
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Old 08-04-2011, 03:27 PM   #63
maraellsworth
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Default Have not heard back from you...

Frank,

What would you like us to do?

Mara and George Ellsworth
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Old 08-04-2011, 03:30 PM   #64
maraellsworth
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Default Have not heard back from you...

To: Frank Hanenberger
Owner of MetroWest Subaru

What would you like us to do?

Mara and George Ellsworth
Owners of a new Subaru Outback
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Old 08-05-2011, 01:49 AM   #65
XanRules
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Quote:
Originally Posted by maraellsworth
Frank,

What would you like us to do?

Mara and George Ellsworth
Quote:
Originally Posted by maraellsworth
To: Frank Hanenberger
Owner of MetroWest Subaru

What would you like us to do?

Mara and George Ellsworth
Owners of a new Subaru Outback
What5
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Old 08-05-2011, 04:09 PM   #66
maraellsworth
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Default Why haven't we heard from you?

To: Frank Hanenberger
Owner of MetroWest Subaru

We cannot reach you.
We have emailed you directly, dealership@metrowestsubaru.com
and phoned.

Mara and George Ellsworth
owners of a new Subaru Outback
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Old 08-06-2011, 10:07 PM   #67
XanRules
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Um, you guys... this is a public forum. Frank hasn't been here since 2006.
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Old 06-29-2012, 07:41 PM   #68
JustAdailyDriver
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Well, I just HAVE to add my 2 cents here. My car is an 08 Imprezza 2.5i sedan, and it is entirely all 100% as it came from the factory. I was having a problem with the ABS light going on, and hearing a grinding noise in the brakes. I also had a loud clunking when pulling into a parking lot. I dropped my car off there on a Saturday morning at 9:30 and went home. I went about my business, and expected they would call with some sort of status. Nothing, so at 2:00 I called them. They told me that the clunking in the front end was due to a worn our strut mount. I asked about the brakes, and was told, "we think it's electrical" But they wanted their best guy t look at it and he was off until Monday.
On Monday, I went all day without a call, so at 4:00 I called them. The response was "Really? your car is here?" That pretty much says it all. On Tuesday, I had to find them again only to get some other foolish excuse. when they were still playing games on Wednesday, and had not done anything to the car, I contacted Subaru USA. Who suggested I contact the service manager. I tried but he never answers his phone or returns calls. So again I sent hate mail to Subaru USA. All of a sudden, when I called again,Wednesday afternoon, they decided the ABS light was due to a faulty switch. But it was on order and should be in Thursday morning. Thursday afternoon I called only to find the part wasn't in yet.
Finally, late Friday the car was ready, I asked about the brakes, and the guy said their fine. Then he called back (first time he called me) and tells me they took another look, and the rear pads are worn to 2mm, and they recommend new pads and rotor. The car has 50K, and has never had new brake pads.
I'm no dope, I know that EVERY car ever built uses more front brake than rear, and the pads in front wear far more rapidly than in the rear. Not only are they thieves, they are liars as well. And they aren't very good liars either. The brakes still make a slight grinding sound. Guess I'll hit up AutoZone for front and rear pads and do them myself. At least I know they'll be done right.
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Old 10-14-2013, 02:41 PM   #69
forbiddenlake
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I had a good buying experience recently, buying a new Impreza. Diana & Jeff communicated well and quoted me the lowest price of the 3 nearby dealers I tried. I did feel pressured by the back room guy.
It's not the closest Subaru dealer to me, so I am unlikely to take it there for service.
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