I bought 2 cars, six months apart at the dealership. First experience was good, so I came back a second time. Second time, the dealer forgot to remove the vechicle disable. 2 hours later, my family and I were stranded with no idea what happened or how to fix it.
Around the same time, I had a bad experience in their service center.
For these two incidents, I filled out the Subaru Customer Satisfaction Survey honestly. I rated them high for store appearance, etc. It rated them low for OVERALL satisfaction.
An hour before my 3000 mile service appointment, Gill Watters, their parts and service DIRECTOR called me to warn me about submitting any more surveys. He asked for a "gentleman's agreement" to not submit any more surveys (good or bad). When I refused, Gill said that Subaru Superstore will no longer service my vehicle.
I stated, "Provide me Great Service and I will submit a Great survey." He reiterated, that I just need to agree to his "gentlemen's agreement" and he will service my vehicle. There is no middle ground. I refused again.
Based upon the conversation, his sole judgement on whether or not to service my vehicle was hinged upon my not submitting any more surveys.
1) Warranty on dealer prep items like paint sealant and tinted windows
2) 4 includes services when buying a new Subaru
3) Factory 36,000 bumper to bumper warranty
4) 100,000 mile extended warranty (I purchased one for each vehicle).
I contacted Subaru Corporate. They worked with Gill for a full day to resolve this. There was no resolution. Subaru Corporate stated that this is a franchise store and they cannot force them to service my vehicle.