Worden Martin Nissan Subaru - Worden Martin Nissan - Automobile Repair Service Contract Warranty Subaru Dealership Car Savoy Illinois

This is in regards to the 30,000 mile service that was performed on my 2005 Subaru Legacy 2.5GT on December 14th, 2007. Part of the service included the replacement of the engine coolant.

While driving home from the dealership after the service, I noticed smoke trailing behind the vehicle 1 mile from the dealership. Within minutes, heavy smoke was blowing from under the hood. I promptly called the service technician to inform him and he recommended that I drive the vehicle 2 miles back to the dealership. During the return trip the engine felt sluggish and rough, and smoke began to infiltrate the cabin. To prevent further smoke from entering the cabin, air was recirculated through the cabin filter, although my eyes had already begun to burn. The engine temperature gauge indicated that the engine had overheated (red line) and speed was maintained at 25 miles per hour.

I arrived at the dealership and the mechanic greeted me. I watched him drive the vehicle into the repair bay and open the hood. After the engine was turned off, smoke continued to billow from the engine bay. The mechanic attempted to cool the engine by dousing the engine bay with a minimum of two gallons of blue liquid (windshield washing fluid).

The mechanic attempted to fill the coolant reservoir with 2 gallons of coolant. At first, the coolant boiled out of the funnel, but eventually, all 2 gallons drained into the reservoir. This indicates that the coolant had not been properly replaced during the initial service. Finally, the engine bay was doused with 1 gallon of water to rinse off spilled coolant. The vehicle was returned to me and I drove home without any problems.

Two hours after returning home, I checked on the vehicle. I noticed the following:
-No coolant remained in the coolant reservoir (but none was observed on the garage floor).
-The power steering fluid was empty.
-The windshield washer fluid was low.
-Two of the directional tires that were mounted were backwards.
-One of the tires did not have a valve stem cap.

The same issues were confirmed the following morning (Saturday, 12/15/07) and each has been documented with photographs and video. I spoke with a mechanic at Suds Motor Car Company, Inc. in Normal, IL (Subaru dealer) to determine the extent of the damage. While he insisted that the car needs to be properly evaluated, he suggested that due to the severe stress from overheating, the engine may have been severely damaged. Damage to the cylinder head or the head gasket may explain the loss of coolant. Further research indicates that overheating may have damaged the engine, automatic transmission, turbocharger, radiator, and cooling fan.

I would like Worden-Martin Nissan Subaru of Savoy, IL to have the vehicle independently evaluated for any power train damage. After the evaluation, I would like all necessary repairs, if any, to be performed at no cost to me and warranted for the life of the vehicle, or for the vehicle to be replaced. I would also like to be reimbursed for the complete cost of the original service. While the vehicle is evaluated or repaired, I would like Worden-Martin Nissan Subaru to supply me with a loaner vehicle.

I have a case with Subaru of America, and the General Manager has not addressed the concerns raised in my complaint to the Better Business Bureau and the Illinois Attorney. As a result of his non-compliance, those cases have been closed. Messages to the Chief Operating Officer and President of Worden Martin have been ignored.

As of 04/22/08, the General Manager at Worden Martin has offered only a complete refund for the service. Under the terms of my Subaru of America Added Security Contract (extended warranty), I am NOT covered for damage resulting from "neglect"--and that may include neglect from the dealership. The vehicle must be properly inspected and warranted, or replaced.

Fred
Champaign, Illinois
U.S.A.

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