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Old 09-13-2006, 12:50 PM   #1
Crzy Joe
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Default Specialty Subaru - US Imported Cars

As some of you may have read in my previous posts, I picked up an 05 STI from California.

It only had 6000 on the Odometer. Did a Carfax report, and everything came out clean. When I hit the 7500 mile mark, it was equivalent to the 12000km service here.

From all the reading I've on on this forum. Specialty Subaru seemed to be the place of choice.

I enthusiastically called them, told them that I wanted to do the 12000k service, and that my car was from the US. The service advisor greeted me nicely over the phone. When I saw him the other day, he was friendly, and told me that he'd was happy I selected them to take care of my car for all future services.

When I was told the car was ready. When I went to pick it up. That service advisor looked over to another service advisor and said, this is the guy with the US Subaru. The other service advisor looked at me in a somber way and said. "Our Specialty Subaru Manager had advised us that we can no longer service your car."

I looked at them in disbelief. I told them the car only had 8000 miles. It was ONLY the second service of the car. The first one was obviously done in the US.

They looked at me again, and said we will not service ANY Subaru's from the USA.

I was flabbergasted, and paid them my $90.00 oil change.

Here I am, reading on NASIOC, I hear that the SOA warranty transfer program to SOC is as simple as a phone call, which it was. I got a fax from SOA the next day telling me my warranty has been transferred to the Canadian one, and I am covered until the Factory warranty expires.

MY car is not modded in anyway. The only reason I bought it was knowing the warranty was transferrable, and at the same time save a huge chunk of change. I made sure that the car I bought was of NO modifications whatsoever, and yet I am still being denied even "Regular Service/Maintenance"

What gives? I told them my car was low mileage, virtually new and not modded, they just didnt' seem to care. It was as if as long as it is a US car, they won't work on it. Even if it was a minor oil change.

Has anyone else had this problem? I am very disappointed at Specialty Subaru. From having my hopes up so high as one of the highly rated and recommended Dealership, it feels like they just threw me out the door and saying we don't want your business.

Are the dealerships miffed that they are losing STI sales to the US because in Canada they mark up their STI's at eye gouging prices? So in turn they burn US Subaru owners back, by not offering ANY service whatsoever.

Is there any other dealerships people can recommend that I can go to, that will service my car, and honour the Subaru Warranty?

I am truly stunned.

Thanks for reading up on my rant. I just needed to vent.

Crzy Joe
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Old 09-13-2006, 12:55 PM   #2
RDS
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Go to Don Docksteader Subaru. You will not be turned away.
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Old 09-13-2006, 01:18 PM   #3
Keiho
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Show them the fax from SOA, and have SOC know of the situation. There is no logical reason (from a business/warranty standpoint anyway) why if your car is still under warranty and you have received confirmation that it has transferred over to Canada it would be denied any warranty, even routine service work.
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Old 09-13-2006, 01:19 PM   #4
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Is routine service/maintenance covered by your warranty? Mine isn't!
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Old 09-13-2006, 01:52 PM   #5
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he paid 90bucks.. so i'm guessing it's not covered (obviously)..

screw them and go somewhere else.. or even find a reputable private shop to do the maintenance..

btw did u ask why they will no longer service your US car?
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Old 09-13-2006, 01:56 PM   #6
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Go to Docksteader, I'm sure they'll take your business.

There's no reason for Specialty to turn you away like that, for all they know you could have just moved here from the states and brought your car along. I would have thought any dealer would service your car without any questions until there was a warranty issue.
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Old 09-13-2006, 02:49 PM   #7
Crzy Joe
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RDS: Yeah I called Don Docksteader, the service advisor said they'll be happy to take my car in anytime. I hope all will be alright. I'll find out at my next oil change.

Keiho: Unfortunately I told them about the transferring of the warranty from SOA to SOC. I also showed them the fax I got from SOA that even had the Case Number registered to SOC. They did not seem to care. They just said the Manager said it was Policy not to accept work on US Subaru's. Be it service or warranty work.

SubieDrift: No I don't think regular service work is covered under warranty. Which was why I was so shocked. All I wanted to was to establish a friendly relationship with a dealership in terms of regular service and maintenance. Had they just kept working on my car on the scheduled maintenance, I'd be fine with it. If by some chance I did require warranty work, and they declined me then, I'd at least go else where or talk to SOC about the issue. But to flat out deny me even regular service caused me to have this uncomfortable lump in my throat as I choked back their words.

KIMUTAKU: Yeah the total cost was 95.52
Parts was 36.48 for Oil Filter, gasket, and 4.2l of Penzoil. Labour was 40.80 for 0.4hrs. Shop supplies 4.50, enviro 2.75, plus applicable taxes.
My old Integra costs me only 19.99 at Burrard Acura to do the same thing. My old Corolla costed me 39.99 at Toyota to do the same thing. My old 4Runner costed me 79.00 to do the same thing. So I don't know if the Subaru oil change from a dealership is the going price, or did I get screwed because I drove a US Subaru?
Yeah I asked why they didn't want to service my car. They said that the Dealership Manager says no work to any US Subaru's. Whether he was lying or not I don't know. The manager never came up to say it in front of me. He then added that there are too many scams being pulled, and that they don't like to work on cars that are modded, and rolled back odometers, salvaged cars......(heck, he pretty much listed every single possible thing under the sun in order to tell me they won't service my US subaru) I told him my car is only 7500 miles - 12000km. That is was low mileage for a 2005 car, and it was pretty new and BONE STOCK. That carfax showed the car had only one owner, blah blah blah, they just looked at me and said sorry, go somewhere else.

Kevin: Don Docksteader was my next Subaru Dealership of choice, as forum memberwise have not really complained about them either. Wolfe and Richmond are the ones that most people have complained about. Yeah, exactly, you'd think they'd continue servicing it until a warranty issue came up. I guess not. They just said that the US cars may have been through hell and they wouldn't know about it, and then they become liable. My thoughts are, if it is a warranty issue..... isn't it free money for the Dealership? If something is broke and covered under warranty, doesn't SOC or SOA pay the dealership to fix it for the customer?

Either way, I know I am probably in the minority, but Specialty has left a sour taste in my mouth.

BTW, I called SOA and they said there is no reason why I should be refused service, or warranty, as SOA and SOC have a cross border agreement. He said he can't start an inquiry unless there are more similar complaints about refusal of service.

The Docksteader Subaru guy, told me that it was not as simple as showing them my warranty transfer paper and calling SOC to confirm. Apparently he still has to call SOA first, (which he said is time consuming), but once that paper work hurdle is passed, he said all warranties would be valid. I don't want to get my hopes up too high, but I hope Don Docksteader doesn't disappoint.

Thanks for all the input guys, let me know if anyone with US cars has experienced similar incidents.

Crzy Joe
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Old 09-13-2006, 02:56 PM   #8
steve
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I'm rolling a US car and there were no issues with the waranty transfer. Sounds like Specialty is just butt-hurt that you bought from the US.

Contact SOC and tell them the situation.
800-894-4212 and speak to Christina. She's the highest level of customer service you can get on the phone.

They'll set you right.
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Old 09-13-2006, 03:32 PM   #9
GD6Noob
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which dealership was that.. what an ass
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Old 09-13-2006, 03:38 PM   #10
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Quote:
Originally Posted by GD6Noob View Post
which dealership was that.. what an ass
Reading > You.

I have a US GM6, but my Dad and I took care of the maintenance. My warranty expired because of the time, not the mileage. I am curious to see whether my car would have been covered or not. Hell, I bought it from Docksteader after the original owner imported it, I don't think I'd have any problems.
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Old 09-13-2006, 03:45 PM   #11
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Quote:
Originally Posted by cwareing View Post
Reading > You.
>
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Old 09-13-2006, 03:52 PM   #12
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lol > hahaha!

cwareing ftw
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Old 09-13-2006, 03:55 PM   #13
kuldud
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well, i am going for my first service on saturday at richmond subaru. i did make mention of the fact that i have a us vehicle but did not hear any comments.

so we'll see what'll happen and i'll let you guys know next week.
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Old 09-13-2006, 04:08 PM   #14
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I don't see what the difference is if a car is from the US or not if you are paying for service. You are paying them to do an oil change. Why even bother mentioning all that stuff about warranty, blah, blah, blah? It's not related.

Maybe they're worried that people will be testing waters with them and setting them up for something down the road.

My personal opinion on things is: "Don't ask. Don't tell."

If something under warranty needs to be fixed, that is the time to talk about it, not before.

Anyway, Specialty sucks for refusing service. That's discrimination. You're money isn't good enough for them.
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Old 09-13-2006, 05:07 PM   #15
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I stopped going to Specialty years ago. Too many false promises. That being said, I would have torn a strip off the idiot manger.
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Old 09-13-2006, 05:27 PM   #16
Phot3k
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That's garbage, I actually have heard from a friend that their service department's pretty good but after this...

Specialty Subaru's going on my ban list, I suggest spreading the word too. Prevent anyone you know from going there, hurting their business is one way for consumers to respond to crap like this.

On a side note I usually get my car serviced in Richmond as I can't be bothered to drive all the way to Don Docksteader, they're ok I guess but the lady at the service department seems a bit pushy sometimes. If you're able to go elsewhere I personally would.

Last edited by Phot3k; 09-13-2006 at 08:36 PM.
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Old 09-13-2006, 05:35 PM   #17
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Quote:
Originally Posted by Phot3k View Post
That's garbage, I actually have heard from a friend that their service department's pretty good but after this...

Specialty Subaru's going on my ban list, I suggest spreading the word too. Prevent anyone you know from going there, hurting their business is one way for consumers to respond to crap like this.

On a side note I usually get my car serviced in Richmond as I can't be bothered to drive all the way to Don Docksteader, they're ok I guess but the lady at the service department gets a littly sassy sometimes. If you're able to go elsewhere I personally would.
i think before creating a ban on any shop it would be a good idea to hear both sides of the story. I for one will never take one persons word on here without hearing the other side of the story, you never know what may be left out of the story...
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Old 09-13-2006, 05:38 PM   #18
Phot3k
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True, good call. I really want to hear their side though, but if it really was simply due to the fact that it was from the US and no other real reason then it's pretty appalling.
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Old 09-13-2006, 06:32 PM   #19
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Quote:
Originally Posted by tora View Post
i think before creating a ban on any shop it would be a good idea to hear both sides of the story. I for one will never take one persons word on here without hearing the other side of the story, you never know what may be left out of the story...
+1

I'll give anything a try once.


















SubieDrift keep your pants on.
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Old 09-13-2006, 08:15 PM   #20
Crzy Joe
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hypa: Thanks for the number, I'll have to call them when their office hours are open.

Picard: They asked me for the mileage, I told them 7500 Miles, so they knew it was a US car from the get go. I never mentioned anything about warranty. Like I said, the first conversation was fine up to the point where I dropped off the car to get serviced. It was upon pick up, that they seemed to have decided that they no longer wanted to service this and any US car ever again. It was then that I asked why not? Even if the car was under warranty.

Scoobysport: Had I known this before, I would have thought twice about going there. But all I read were good reviews so I went with the consensus of the general public.

Phot3k: Well, Specialty is only about 2km away from me. Don Docksteader will be at least 10k for me now. But I guess I will try them and hopefully all will be well in the future. As for putting them on the ban list. Who knows, most people gave them high marks, so they can't be that bad right? I may be the only negative voice in the waves of positives. Either I was singled out, or something. If anyone else has a US Subaru, if you're willing to take a whack at it and see if you strike out like me, or get treated like royalty.

tora: You are absolutely right. Don't take my word as absolute. As with anything, there are two sides to each story. You've all heard my view. I personally don't think I attacked them or ripped them in any way. I just stated what they had told me, and I felt let down because of their reasoning. I really hope someone has the time to give them a call, ask for the service advisor, and ask them what the deal is on servicing US model Subarus. Then post the info they get from them on here. Tell them you know someone that brought their US 05 STI in for a 12000K service, and upon completion was told that they can no longer offer their services to the owner. I never raised my voice to them at all, I just took in what they said to me, asked why...they explained, then they handed me the keys and I walked away with my wife.

Dalton: Yeah if you have a US model, give them a try. Let me know the outcome!

No I ain't asking anyone to ban Specialty. I'm just voicing my opinion on the event that had transpired. As quote...opinions are like ********, everybody has one. If anything I'd hope others that go there with US models don't get the same result. I'd rather be the only one that gets this particular treatment, than everyone getting shafted the same way.

But for credibility sake, I hope someone on here (third party) is able to inquire from Specialty their take on servicing US model subarus. It would be nice to have someone else reconfirm it, and justify my claim. Their number is: 604 980 2464

I wonder when they said US Subaru's if it pertains to ALL US model cars, or just US STI's.

Crzy Joe

BTW, on my reciept/invoice they marked down in their notes, Trinity Sales - BROKER CAR. I never ever gave them that information. I wonder where they got that information from and why they even had to list that info on there.
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Old 09-13-2006, 08:34 PM   #21
Phot3k
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Well said, ironically it was exactly the service department that my friend had told me that was outstanding. I'll reserve my judgement now until I hear of a response from the dealership personally.

A dealership that refuses service just seems wrong to me if you didn't abuse the car or have insane engine mods. Back when the Evo was first sold people were even slamming Mitsubishi for refusing warranty/service even after they knowingly took their cars out to track events and other abuse which Mitsubishi found out about later, in that case in made perfect sense to refuse service/warranty claims.

Last edited by Phot3k; 09-13-2006 at 08:40 PM.
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Old 09-13-2006, 11:50 PM   #22
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I Know of three other people turned away for the same reason.
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Old 09-14-2006, 12:25 AM   #23
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Quote:
Originally Posted by Dalton View Post
SubieDrift keep your pants on.
Too late.
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Old 09-14-2006, 01:30 AM   #24
crashfx
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FWIW, I was in Wolfe today getting an oil change (too lazy to do it myself) and asked about it....Doug looked at me like I was talking out of my behind and said, if it's Subaru, we'll service it...so it is obviously just a Specialty thing.

Though I know that Wolfe got burned on an engine replacement through SOC, wondering if Specialty has also got burned and just making a new policy to be proactive.....

Doesn't do much for their reputation though. And that has to be one of THE calmest rants I've ever seen!
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Old 09-14-2006, 01:38 AM   #25
Keiho
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Trinity has a LOT of US STi and 350z cars, perhaps they've been telling their clients fishy tales about getting some kind of special treatment at Specialty and now they (Specialty) are simply protecting themselves.

BTW, Trinity is right by Specialty, along with Total. If it's just basic servicing and you're in the area you might as well give Total a try as well.
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