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Old 06-11-2004, 01:58 PM   #1
Valhakar
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Thumbs down Bad experience at Farrish Subaru. Northern, VA

Farrish Subaru Website

I had an unexpected Friday off and decided to pick up some OEM gaskets and get the Throttle Cable recall taken care of. For those unaware it is the safety recall for the Impreza line that puts a clip on the cruise control cable to keep it from slipping out of alignment. It is a safety recall because it can cause the car to get stuck at an RPM higher than idle. Several people have had the car get stuck in stop and go traffic at 3000 RPM plus.

I picked up my parts and walked over to the "Service" Center. I waited as one guy helped three people in line as the other two stuffed their face with pizza. I waited patiently having worked many service related jobs.

When I got to the desk I politely greeted them and informed them I had just moved to the area and needed the cruise control safety recall installed. I had noticed it was really dangerous in 495 traffic. The service manager asked me if I had an appointment. I answered no, and mentioned it was a 5 minute install. The service manager told me to make an appointment for later NEXT WEEK. I informed him I wanted it fixed sooner and I would be willing to wait. He stood firm and told me to make an appointment.

I left and drove 7 miles over to Tyson Corner to Stohlman Subaru. I was greeted at the driveway by a porter. He opened my door and asked if I had an appointment. I answered "no". Before I could explaine I needed a safety recall he told me to go in and he would put my car off to the side. I walked into a bright clean service center and was greeted instantly. The service manager asked me if I had an appointment, when I said no she then asked "what is wrong with the car". I explained I needed the SOA service recall. She sat down and started my paperwork while asking the porter to get so an so. The car was fixed BEFORE she got my data entered in the computer.

I then mentioned my experience at Farrish. She was suprise because this is a safety recall. If I had been in a wreck due to the issue, Farrish would have been liable. Anyone walking in the door with this issue is supposed to be fixed before they leave, the car is not supposed to leave the shop. I filled out a complaint form and it is being filed by Stohlman on my behalf against Farrish.

-Valhakar
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Old 06-11-2004, 02:03 PM   #2
SubaruPartsGirl
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Good for you...I don't know how some places even keep business with the way they treat customers.

Wilkins Crew
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Old 06-11-2004, 02:03 PM   #3
Gods_SoN
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i think everyone that goes to Farrish in Fairfax has a bad experience, and i doubt yours is the first complaint filed... why are they in business again?
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Old 06-11-2004, 02:04 PM   #4
slim speedy
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I have had a bad experience with Farrish to, so have many people on this board. They are probably the most hated dealership in the area. My problem was with their sales staff. I only went to the dealership once and I will never go back. It almost seems like they go out of their way to piss off customers. I'm not sure how they are still in business.


EDIT: hahaha while I was writing this 2 other people said the same thing Wow they are even more hated than I thought.
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Old 06-11-2004, 02:14 PM   #5
Asinine
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I had a very VERY bad experience with Stohlman, and would steer anyone else away from them.

The sales guy (Richie) was great, and if I didn't like him so much, I'd not have bought the car. But the finance manager was beligerent, aggressive, and combattive. He was incredibly disrespectful and flat out lied to me about a few of the numbers to make financing with them look better than it was. When I called him on it he said I just didn't understand what I was talking about... but I did, and saved myself $5/mo by going elsewhere.

When I did get the car it still had wax on it, and was covered in swirl marks...as if the guy detailing the outside had never ever done a wax job before, and used an old dirty rag.

Then they out of the blue sent me the paperwork and told me they wouldn't be registering the vehicle for me (they were supposed to as part ofthe deal). When I went to the DMV and waited in line for three hours I came to find out that Stohlman failed to sign on one of the lines and the DMV told me that officially it wasn't my car to register in the first place.

It was a giant cluster-fudgeto buy from them. Never again.
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Old 06-11-2004, 02:18 PM   #6
KanosWRX
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I don't like their sales staff at all, my friend was looking for a normal 4 door sedan, wanted to check out the legecy. He was going to buy some car within a week. We told him all this, the guy said, no test drives. I thought I was crazy, the guy literally didn't want to try and sell us a car, so we went on and he bought a honda accord, which is a very nice car and probably suits him better.

But yeah their service department is a little sketchy. I did have my radiator lid (the one that chips off) replaced by them, but I think the reason they did it was because the regional manager was their and he looked at my car and told them to do it. I got my car from stohlman and have really had no problems with them, just wish they were as close as farrish is to me, hehe.

With that said, every dealership will have some negative comments, I just think Farrish is about 80% bad, 20% good.
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Old 06-11-2004, 02:21 PM   #7
S-1
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i've never had a bad experience at farrish.
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Old 06-11-2004, 02:27 PM   #8
STINV
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wow, bad experience with farish, what a surprise

i hate that place
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Old 06-11-2004, 02:59 PM   #9
SilverBoosted
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Quote:
Originally posted by Asinine
I had a very VERY bad experience with Stohlman, and would steer anyone else away from them.

The sales guy (Richie) was great, and if I didn't like him so much, I'd not have bought the car. But the finance manager was beligerent, aggressive, and combattive. He was incredibly disrespectful and flat out lied to me about a few of the numbers to make financing with them look better than it was. When I called him on it he said I just didn't understand what I was talking about... but I did, and saved myself $5/mo by going elsewhere.

When I did get the car it still had wax on it, and was covered in swirl marks...as if the guy detailing the outside had never ever done a wax job before, and used an old dirty rag.

Then they out of the blue sent me the paperwork and told me they wouldn't be registering the vehicle for me (they were supposed to as part ofthe deal). When I went to the DMV and waited in line for three hours I came to find out that Stohlman failed to sign on one of the lines and the DMV told me that officially it wasn't my car to register in the first place.

It was a giant cluster-fudgeto buy from them. Never again.

You had a bad experience with the SALES DEPT not the SERVICE DEPT. Very big difference. I work the VW side of service on the green team and see both Debbies bust their butts trying to help every Subaru customer who comes thru the door..........
Valhakar Im glad you got taken care of anything else you need let us know........................................

Last edited by SilverBoosted; 06-11-2004 at 03:09 PM.
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Old 06-11-2004, 03:17 PM   #10
Abe Froman
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I can vouch for the Subaru Service Dept. at Stohlman's over the last few years. I've bought both a 2.0 WRX in 2002 and an STI last year and had them both fully serviced at Stohlman's and the service has always been polite and prompt at the desk and for the most part in the shop(once it took forever once my car was on the lift for a simple oil change but I digress).

I will say I have had some very bad(nay awful) experiences with the VW service dept years ago(96-01ish) but their service dept has greatly improved in the past two or three years and I recently brought one of my cars back there after having two of them serviced at a local garage for a few years because I couldn't take the shoddy treatment anymore.

If fact it's improved dramatically just in the past few weeks alone.

P.S. Farrish sales = teh suck, that's why I bought my REX at Stohlman's.
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Old 06-11-2004, 03:18 PM   #11
shadoboxer
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too bad they dont do the same thing with the clutch shudder. Oh wells...I will keep that in mind when I get my cruise fix done.
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Old 06-14-2004, 09:42 AM   #12
Asinine
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Quote:
Originally posted by SilverBoosted
You had a bad experience with the SALES DEPT not the SERVICE DEPT. Very big difference. I work the VW side of service on the green team and see both Debbies bust their butts trying to help every Subaru customer who comes thru the door..........
Valhakar Im glad you got taken care of anything else you need let us know........................................
I think I can tell the difference between the sales and the service departments.

If you have nothing to do with the sales dept, then you shouldn't jump down my throat or get defense when I post about my experience with the sales/financing/detailing people.
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Old 06-14-2004, 10:19 AM   #13
Elite421
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Quote:
Originally posted by Asinine
I think I can tell the difference between the sales and the service departments.

If you have nothing to do with the sales dept, then you shouldn't jump down my throat or get defense when I post about my experience with the sales/financing/detailing people.

Acually it sounds like you had a problem with the Finance dept. and, Tag and Title not Sales. besides the fact that your sales guy should have looked over the car before you took delivery of it to make sure it looked ok.
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Old 06-14-2004, 11:20 AM   #14
Asinine
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Well, whose job is it to detail/finish the car before I get it?

Well, we'll see how good Stohlman service is in the coming week. My alarm system is acting up, but doing so only intermitantly. Sometimes it chirps, and sometimes it doesn't. I've tried resetting the chirp (hit unlock once and then both for two seconds) several times, but that's not the problem. Sometimes it just doesn't chirp or the lights flash (though the locks still lock). And every once in a while, I can stand right next to the car and hit the botton and nothing happens.

The thing is, I never know when it's going to act up, and I'm afraid I'll go in and it'll be working... and then they'll just tell me they can't help me.
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Old 06-14-2004, 12:00 PM   #15
Mike Wevrick
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Default Re: Bad experience at Farrish Subaru. Northern, VA

Quote:
Originally posted by Valhakar

I then mentioned my experience at Farrish. She was suprise because this is a safety recall. If I had been in a wreck due to the issue, Farrish would have been liable. Anyone walking in the door with this issue is supposed to be fixed before they leave, the car is not supposed to leave the shop.
I am having a hard time believing Farrish would have been liable here. I have always made an appointment for any work and if I just dropped in would never expect to have anything done right away, even if it only takes a few minutes. If I had made an appointment and some guy just wandered in and expected his car to be fixed ahead of mine without an appointment I'd be pretty pissed.
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Old 06-14-2004, 01:15 PM   #16
jawbrkr
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GRRRRR... FARRISH...... GRRRRR... those punks put a dent in my brand new quarter and didn't own up to it. I had scruffs all over my front bumper and a paint chip.
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Old 06-14-2004, 03:27 PM   #17
WRXWagon2112
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I haven't dealt with Farrish so I can't talk about them.

But I have dealt with the Subaru and Volkswagen service departments at Stohlman and I've had a horrible time - although the VW side is still better than Springfield.

Debbie seems to be hit-or-miss. Get her on a good day and you'll have acceptable service - nothing I'd call outstanding. Get her on a bad - well, you'll experience aggravation.

I've worked in the service industry so I know you get a better response as a customer if you're at first pleasant and accommodating. However, it doesn't work on her. If she's not helpful off the bat, you're in for a rough service stop.

I've only heard good things about Beyer so I'm trying them next.
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Old 06-14-2004, 03:37 PM   #18
Elite421
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Quote:
Originally posted by Asinine
Well, whose job is it to detail/finish the car before I get it?
Depends on what time you got your car delivered or cleaned. If before 5 pm on the weekdays then the prep shop, if any other time then it would have been the porters. But it is still your sales guy's job to make sure it got done right.

As far as yuor alarm acting up, i had a similar problem. Have you done any aftermarket wiring to your car? if so it could be messing with the alarm even if it is not directly connected to your alarm system, atleast this is what was the problem i was having.

Alex
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Old 06-14-2004, 03:41 PM   #19
Shikamaru
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I bought my car at Farrish, that went pretty well. Only took one oil change at Farrish to cause me to go to Dulles Subaru from now on.
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Old 06-14-2004, 04:55 PM   #20
Asinine
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My car is at this point totally and completely stock.

So any alarm problems I may be having are completely from the factory.
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Old 06-14-2004, 05:32 PM   #21
I AWD I
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i purchased mine from farrish.

90% of the deal was done via email.

i came in, signed the papers, and left.



i have no bad nor good thoughts of their service since almost no words were exchanged.




i love this banana
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Old 06-14-2004, 05:41 PM   #22
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I called for an appointment today for 8:00 tomorrow. They've treated me very well.
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