Brewster Subaru

The business has responded Please see below: Performed oil consumption test twice for customer in accordance with Subaru Oil Consumption test guidelinesAt initial inspection found oil level to be down 1qt, started oil consumption test at that time at Subaru’s expense which included oil and filter change as per Subaru guidelinesInstructed customer to return in miles or if oil light comes on in order to complete testCustomer returned after driving 1,miles since start of testVehicle sat for approxminutes, and inspection of oil level was done on level groundOil level was still at full mark, vehicle passed oil consumption testCustomer returned approximately miles later stating oil level was overfull at previous oil changeInspected level again for customer and level was still at full mark, customers concern was not verifiedDid start another oil consumption test again at dealer expense for customer satisfaction and requested customer to come back in miles again for re-inspectionCustomer dropped off vehicle after driving miles stating level was overfull, found level approximately 3oz overfullSet oil level to full mark and verified level on dipstick with customer presentAdvised customer again to return in miles or if oil light comes on againService manager had technician mark oil pan drain plug and pan to ensure outside influences could not affect testCustomer returned after driving miles, re-inspection of oil level again and found oil level still to be at full markAlso noted that previous markings of drain plug and pan were not at same level as previously markedVehicle passed oil consumption test againDealership had asked customer on all occasions to be present at start of all tests as well as conclusion of all tests to verify findings and results in person, togetherCustomer declined to be presentOur main goal is to keep customer satisfied so we have agreed to once again perform another oil consumption test with the customer present during the test so we are all on the same pageThe customer has agreed to this

The business has responded Please see below:The Service Department started new oil consumption test using Subaru of America’s guidelines on At the dealerships request customer was to be present during the start of oil consumption test to ensure proper and agreed upon oil level prior to customer leavingWe had advised and encouraged customer to be present during previous tests as well, but customer declined to be present on numerous occasionsWe feel that having the customer present during all aspects of this test to be important and will take away any uncertainty the customer may have towards the dealership or the vehicleCustomer contacted us approximately week after the current test stating oil level was low on dipstick, we advised customer to come in and be present with vehicle so test could be completedCustomer returned on and oil level was inspected in a controlled environment with customer present along with Service ManagerConfirmed at this point with customer vehicle had failed oil consumption test, and recommended vehicle to be left for repairWe supplied the customer a free loaner car and instructed him that we will send Subaru of America the test results and contact him after the holiday weekend with Subaru’s response and course of actionService Manager contacted customer on 1/*/and informed him that the vehicle will be repaired in accordance with Subaru of America’s guidelines and repair procedure which includes replacement of engine short blockSince customers initial concern we have tried to be as accommodating as possible and encouraged the customer to be involved as much as possible to remedy his concern in a satisfactory way and to keep him informedWe have spoken with and have open lines of communication with Subaru of America customer assistance as well our District Service Manager to ensure that the customers concerns are known at all levelsOur main goal is to keep our customers happy and to be honest with them, and we do our best on a daily basis to do soAs long as our customer has a concern we will do everything we can to remedy the problem following the guidelines set forth before us

Customer called on or about 3/*/and requested that the same model tires her vehicle was manufactured with be ordered for an upcoming appointmentThe parts manager then placed an order with Tire Rack on 3/**for Yokohama Avid S34D tires in size 205/50/Our dealership has a copy of the
order on file with the customer's last name listed as a purchase order referenceOnce the tires arrived, they were stored in the parts department until they were installed on the customer's vehicle on 3/*/A four wheel alignment was also performed at this timeA repair order was opened on 5/**/with a concern of excessive tire wear for approximately miles drivenTread depths measured between 3/32" and 4/32" at that timeWe then contacted Tire Rack about possible warranty replacementAfter multiple phone calls, we were informed that Yokohama does not offer any tread life warranty on that model tireThe representative at Tire Rack said Yokohama would offer a 50% reimbursement as a goodwill gestureThis reimbursement was strictly dependent on the return of the tires from the customer's vehicleNO further purchase was necessary from Brewster Subaru, Tire Rack or YokohamaAs of 6/**/16, the customer has not contacted Brewster Subaru or supplied the tires in question for return to Tire Rack

The business has responded Please see below:Performed oil consumption test twice for customer in accordance with Subaru Oil Consumption test guidelinesAt initial inspection found oil level to be down 1qt, started oil consumption test at that time at Subaru’s expense which included oil and
filter change as per Subaru guidelinesInstructed customer to return in miles or if oil light comes on in order to complete testCustomer returned after driving 1,miles since start of testVehicle sat for approxminutes, and inspection of oil level was done on level groundOil level was still at full mark, vehicle passed oil consumption testCustomer returned approximately miles later stating oil level was overfull at previous oil changeInspected level again for customer and level was still at full mark, customers concern was not verifiedDid start another oil consumption test again at dealer expense for customer satisfaction and requested customer to come back in miles again for re-inspectionCustomer dropped off vehicle after driving miles stating level was overfull, found level approximately 3oz overfullSet oil level to full mark and verified level on dipstick with customer presentAdvised customer again to return in miles or if oil light comes on againService manager had technician mark oil pan drain plug and pan to ensure outside influences could not affect testCustomer returned after driving miles, re-inspection of oil level again and found oil level still to be at full markAlso noted that previous markings of drain plug and pan were not at same level as previously markedVehicle passed oil consumption test againDealership had asked customer on all occasions to be present at start of all tests as well as conclusion of all tests to verify findings and results in person, togetherCustomer declined to be presentOur main goal is to keep customer satisfied so we have agreed to once again perform another oil consumption test with the customer present during the test so we are all on the same pageThe customer has agreed to this

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Although I am now working with the dealership to try and resolve my complaint we are still in the middle of the problem and do not have any answers yetI am 100% sure my car is burning oil (The oil light has come on 3x) (The dipstick shows low oil) ( I can smell oil) (oil smoke comes out my exhaust) but yet the dealership is telling me no and we do not have any proofThe times I brought my car to the dealership with low oil they have told me its full and my car has left with more oil then when I brought itI have not been present during these test expect the last oneI will now be working with the dealership to be present from here on out and I am in the middle of a mile test nowI am currently at miles and my oil level is low so when I bring the car in for there should be no disagreement I will be standing there with them the entire time. If in fact they agree my car is burning oil this goes back to my original complaint, something is going on where I was being told many times my car is fine and it was not burning oil and the dealership was over feeling my oil every-time I wentI am not looking for problems I am looking for honesty and I am mechanically competent and I feel like the customers here may not be getting honest treatmentFor now I am giving the dealership the opportunity to prove to me they are willing to make everything right but as of today 12/**/we are still trying to figure this out and I am not ready to say that the problem has been resolved.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The business has responded Please see below:
The Service Department started new oil consumption test using Subaru of America’s guidelines on 12/**/At the dealerships request customer was to be present during the start of oil consumption test to ensure proper and agreed upon oil level prior to customer leavingWe had advised and encouraged customer to be present during previous tests as well, but customer declined to be present on numerous occasionsWe feel that having the customer present during all aspects of this test to be important and will take away any uncertainty the customer may have towards the dealership or the vehicleCustomer contacted us approximately week after the current test stating oil level was low on dipstick, we advised customer to come in and be present with vehicle so test could be completedCustomer returned on 12/**/and oil level was inspected in a controlled environment with customer present along with Service ManagerConfirmed at this point with customer vehicle had failed oil consumption test, and recommended vehicle to be left for repairWe supplied the customer a free loaner car and instructed him that we will send Subaru of America the test results and contact him after the holiday weekend with Subaru’s response and course of actionService Manager contacted customer on 1/*/and informed him that the vehicle will be repaired in accordance with Subaru of America’s guidelines and repair procedure which includes replacement of engine short blockSince customers initial concern we have tried to be as accommodating as possible and encouraged the customer to be involved as much as possible to remedy his concern in a satisfactory way and to keep him informedWe have spoken with and have open lines of communication with Subaru of America customer assistance as well our District Service Manager to ensure that the customers concerns are known at all levelsOur main goal is to keep our customers happy and to be honest with them, and we do our best on a daily basis to do soAs long as our customer has a concern we will do everything we can to remedy the problem following the guidelines set forth before us

The business has responded.  Please see below:The Service Department started new oil consumption test using Subaru of America’s guidelines on 12/**/2015. At the dealerships request customer was to be present during the start of oil consumption test to ensure proper and agreed upon oil level prior to customer leaving. We had advised and encouraged customer to be present during previous tests as well, but customer declined to be present on numerous occasions. We feel that having the customer present during all aspects of this test to be important and will take away any uncertainty the customer may have towards the dealership or the vehicle. Customer contacted us approximately 1 week after the current test stating oil level was low on dipstick, we advised customer to come in and be present with vehicle so test could be completed. Customer returned on 12/**/15 and oil level was inspected in a controlled environment with customer present along with Service Manager. Confirmed at this point with customer vehicle had failed oil consumption test, and recommended vehicle to be left for repair. We supplied the customer a free loaner car and instructed him that we will send Subaru of America the test results and contact him after the holiday weekend with Subaru’s response and course of action. Service Manager contacted customer on 1/*/16 and informed him that the vehicle will be repaired in accordance with Subaru of America’s guidelines and repair procedure which includes replacement of engine short block. Since customers initial concern we have tried to be as accommodating as possible and encouraged the customer to be involved as much as possible to remedy his concern in a satisfactory way and to keep him informed. We have spoken with and have open lines of communication with Subaru of America customer assistance as well our District Service Manager to ensure that the customers concerns are known at all levels. Our main goal is to keep our customers happy and to be honest with them, and we do our best on a daily basis to do so. As long as our customer has a concern we will do everything we can to remedy the problem following the guidelines set forth before us.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 Although I am now working with the dealership to try and resolve my complaint we are still in the middle of the problem and do not have any answers yet. I am 100% sure my car is burning oil (The oil light has come on 3x) (The dipstick shows low oil) ( I can smell oil) (oil smoke comes out my exhaust) but yet the dealership is telling me no and we do not have any proof. The times I brought my car to the dealership with low oil they have told me its full and my car has left with more oil then when I brought it. I have not been present during these test expect the last one. I will now be working with the dealership to be present from here on out and I am in the middle of a 1200 mile test now. I am currently at 850 miles and my oil level is low so when I bring the car in for 1200 there should be no disagreement I will be standing there with them the entire time. 
 
If in fact they agree my car is burning oil this goes back to my original complaint, something is going on where I was being told many times my car is fine and it was not burning oil and the dealership was over feeling my oil every-time I went. I am not looking for problems I am looking for honesty and I am mechanically competent and I feel like the customers here may not be getting honest treatment.
For now I am giving the dealership the opportunity to prove to me they are willing to make everything right but as of today 12/**/2015 we are still trying to figure this out and I am not ready to say that the problem has been resolved. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The business has responded.  Please see below:
Performed oil consumption test twice for customer in accordance with Subaru Oil Consumption test guidelines. At initial inspection found...

oil level to be down 1qt, started oil consumption test at that time at Subaru’s expense which included oil and filter change as per Subaru guidelines. Instructed customer to return in 1200 miles or if oil light comes on in order to complete test. Customer returned after driving 1,398 miles since start of test. Vehicle sat for approx. 10 minutes, and inspection of oil level was done on level ground. Oil level was still at full mark, vehicle passed oil consumption test. Customer returned approximately 176 miles later stating oil level was overfull at previous oil change. Inspected level again for customer and level was still at full mark, customers concern was not verified. Did start another oil consumption test again at dealer expense for customer satisfaction and requested customer to come back in 1200 miles again for re-inspection. Customer dropped off vehicle after driving 250 miles stating level was overfull, found level approximately 3oz overfull. Set oil level to full mark and verified level on dipstick with customer present. Advised customer again to return in 1200 miles or if oil light comes on again. Service manager had technician mark oil pan drain plug and pan to ensure outside influences could not affect test. Customer returned after driving 1238 miles, re-inspection of oil level again and found oil level still to be at full mark. Also noted that previous markings of drain plug and pan were not at same level as previously marked. Vehicle passed oil consumption test again. Dealership had asked customer on all occasions to be present at start of all tests as well as conclusion of all tests to verify findings and results in person, together. Customer declined to be present. Our main goal is to keep customer satisfied so we have agreed to once again perform another oil consumption test with the customer present during the test so we are all on the same page. The customer has agreed to this.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:  The parts manager said the most he could do was offer me $350 toward the purchase of tires. Why would I take my car back to you and spend even more money when you should have given me the brand new tires that I paid for.  When I got the tires replaces, I asked the guy at the place if they looked like brand new tires with less than 8000 miles. He said the wires were already showing on the tires. He figured I had about 30000 miles on the tires. I do not trust Brewster Subaru and I will never take my vehicle back to them nor will I ever step foot in there facility unless it's to get my money back. 
[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]