Subaru Of Oakland (California) Paid $75 for "diagnostic" and failed to diagnose the problem. Another dealer fixed it but Oakland refused to apologize. Oakland California

I purchased a new Subaru STi from Autowest Subaru in Sacramento .

My rear struts failed twice within the first year of ownership. Autowest repaired the car under warranty.

I moved to the Bay Area thereafter.

Within the 2nd year of ownership, my struts started to make the telltale clunking noise. I had a good idea they were shot due to my past experience with this car.

I took the car to Subaru of Oakland, and I explained the problem and advised of the previous strut problem. The service manager said, "Honey, let the experts do the work here, ok?" I had to pay an upfront $75 "diagnostic" fee which was promised to be refunded if repairs were required on an item covered by warranty.

When I went back, I was informed in writing that nothing was wrong with the car. I asked the service manager if he personally saw the technicians inspect my car. Again, he condescendingly said, "Honey, we are the professionals. Don't worry your little head about it. Everything was done correctly...I would explain but you wouldn't understand. Car stuff is really complicated. I'm sorry you didn't find what you were looking for..." as if I was on a fishing expedition.

I knew I was getting nowhere with the manager. As I soon as I left the dealer (clunking and all), I called another Subaru dealer.

The service manager requested I bring my car in that day. The next morning, I was advised both rear struts failed but new ones will be in my car by the end of the evening.

What a change from dealing with Oakland, Subaru.

Once my car was repaired, I went back to Oakland to talk to the service manager again. I made him repeat his diagnosis of my car in his condescending
tone.

Afterwards, I showed him the repair diagnosis and receipt from the other dealer. He just drew a blank stare and asked me what I wanted from him. In front of all the customers in the service area, I told him I wanted a written apology (on letterhead) for lying to me and the use of his condescending tone. I was secretly reveling at his visible discomfort.

I told also told him that I was going to file a consumer complaint with the local district attorney's consumer fraud unit using the letter he was going to write me.

I was high-fiving myself inside.

I walked (more like escorted out) out with my refund and a BIG FAT smile.



Geoffrey
San Francisco, California
U.S.A.