We saw this guest in November 2016 for a check engine light. After diagnosis we found the exhaust valves on the heads were sinking into the valve seats, causing a check engine light. This would require the cylinder heads to be removed and sent out to have the valves replaced and...
seats ground. We removed the heads and sent them to a local machine shop to rebuild. After the heads came back, we reinstalled them and finished the vehicle. The customer was granted financial assistance through the dealership, Subaru of America and the customer paid $500.00 towards this repair. This was done as a one time goodwill gesture for customer satisfaction. Its my understanding the guest now has her vehicle at a Subaru dealership in another city. Service advisor Rich states the connecting rods located in lower engine let loose causing major engine damage. Its possible the engine ran low on oil at some time or the oil change interval went too long. Rich states the work we did on the exhaust valves are not related to the internally failed engine components now. The client is now in contact with Subaru of America and is seeking financial assistance from them on this repair as well. Since the failure is not related to the prior work we do not feel that we owe the client another vehicle or any monetary amount.
Initial Business Response /* (1000, 6, 2015/12/02) */
Mr. [redacted] did indeed come in on June 5th 2015 for brake repairs. He spoke to shift supervisor Brandal [redacted] about a 25% off brakes coupon that he had at home and asked if he could use it. Mr [redacted] said he was not aware of any such coupon...
and asked Mr. [redacted] to mail it in so we could take a look at it. Our shift supervisor never promised he could use it. After reviewing the coupon recieved from Mr [redacted], it was noted to be expired as of 6/25/2011. We respectfully declined honoring it as it had expired over 4 years earlier, however we offered to extened our current special to to client which he accepted. We do not feel that we have to honor expired offers and have met our obligation to the client.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business advised they would accept expired coupon. Period. Just send it in. They then refused to respond until multiple calls, letters, emails were sent to various levels of management. Their version remains inaccurate.
My trust in the dealership has completely eroded.
Thanks for your intervention and assistance. It is much appreciated.
We saw this guest in November 2016 for a check engine light. After diagnosis we found the exhaust valves on the heads were sinking into the valve seats, causing a check engine light. This would require the cylinder heads to be removed and sent out to have the valves replaced and...
seats ground. We removed the heads and sent them to a local machine shop to rebuild. After the heads came back, we reinstalled them and finished the vehicle. The customer was granted financial assistance through the dealership, Subaru of America and the customer paid $500.00 towards this repair. This was done as a one time goodwill gesture for customer satisfaction. Its my understanding the guest now has her vehicle at a Subaru dealership in another city. Service advisor Rich states the connecting rods located in lower engine let loose causing major engine damage. Its possible the engine ran low on oil at some time or the oil change interval went too long. Rich states the work we did on the exhaust valves are not related to the internally failed engine components now. The client is now in contact with Subaru of America and is seeking financial assistance from them on this repair as well. Since the failure is not related to the prior work we do not feel that we owe the client another vehicle or any monetary amount.
Initial Business Response /* (1000, 6, 2015/12/02) */
Mr. [redacted] did indeed come in on June 5th 2015 for brake repairs. He spoke to shift supervisor Brandal [redacted] about a 25% off brakes coupon that he had at home and asked if he could use it. Mr [redacted] said he was not aware of any such coupon...
and asked Mr. [redacted] to mail it in so we could take a look at it. Our shift supervisor never promised he could use it. After reviewing the coupon recieved from Mr [redacted], it was noted to be expired as of 6/25/2011. We respectfully declined honoring it as it had expired over 4 years earlier, however we offered to extened our current special to to client which he accepted. We do not feel that we have to honor expired offers and have met our obligation to the client.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business advised they would accept expired coupon. Period. Just send it in. They then refused to respond until multiple calls, letters, emails were sent to various levels of management. Their version remains inaccurate.
My trust in the dealership has completely eroded.
Thanks for your intervention and assistance. It is much appreciated.