Glenwood Springs Subaru

Regarding ID [redacted] customer concern with pricing and recommended services during service visit on 10-25-I reviewed the above complaint and found some validity to the customer’s concernBeginning with the fist complaint from the customer, brake fluid system flushPlease note that the recommendation was based on a mileage/time basis as we have no history with this vehicle and the customer has no proof of the service being completed, we recommended a brake fluid flush in the case that it has not been done alreadyI have included an attachment from the customers owner’s manual located in section “warranty and maintenance, maintenance schedule severe duty” indicating the brake fluid interval is months or 15,miles when driving in areas of high humidity or mountainous area, per [redacted] we are located in a mountainous areaThis recommendation is legitimate and we stand by the recommendation based on the interval in print from [redacted] and the fact that no documentation was given indicating this service has already been doneAs far as an alternate repair facility indicating that the fluid is not “bad” the point of preventative maintenance is to replace the fluid before going bad hence the month/15,interval given for mountainous areasConcern from the customer regarding pollen filter expense, though Revdex.com does not facilitate pricing concerns I felt compelled to respond to this complaint as there was a mistake made in the pricing to the customerWe have two separate codes regarding pollen filter replacementOne code is for and below pollen filter replacement which pays .5hrs and is much more labor intensive and the other code is for and above pollen filter replacement which pays .3hrs and is a much easier process to replaceWe quoted the incorrect labor time to the customerThe correct code would have put the price of labor at $and the cost of the pollen filter at $with a grand total of $I have met with the advisor and the technician to make sure moving forward we have this pricing process correct, thank you for the correctionConcern power steering fluid flush recommendationSubaru provides no interval for this fluid as the driving conditions and driving characteristics of each individual vary so greatlyThey have us inspect the fluid at each regular maintenance interval and advise as needed What we have found in our area is that the fluid typically begins to degrade at around months/30,miles however it does not typically need to be flushed until 45-50,milesThis is based on our experience and is not a recommended intervalWe have found the fluid dark and degraded at 30,miles as well as having seen the fluid light pink and in good shape at 50,miles however we do not typically make it a practice to recommend this fluid at 23,miles and again I have had a conversation with my advisor as well as my tech to ensure we don’t recommend this service prematurelyIn closing we pride ourselves on transparency, honesty and providing valueWe are known for having the most economical oil change in town as well as the best pricing on tires and being very competitive in our market for all servicesWe have been in the top three for Customer Satisfaction in our region for over yearsWe have obtained this level of satisfaction with our customers by providing transparency, honesty and value and are always open to constructive criticism to help our continuous improvement processI would encourage the customer in the future to contact us in the event of an issue as we’re always hear to listen to our customers and improve as neededI believe a complaint to the Revdex.com is a second step when the retailer is not able to resolve the issue, we missed a step by not notifying us of the issueIn this case I had two relatively new employees that made a mistake and we were able to use this as a great learning experience and for this I thank the customer for bringing this to my attention Justin E [redacted] Parts/Service DirectorGlenwood Springs Subaru [redacted]

Regarding ID *** customer concern with pricing and recommended services during service visit on 10-25-I reviewed the above complaint and found some validity to the customer’s concernBeginning with the fist
complaint from the customer, brake fluid system flushPlease note that the recommendation was based on a mileage/time basis as we have no history with this vehicle and the customer has no proof of the service being completed, we recommended a brake fluid flush in the case that it has not been done alreadyI have included an attachment from the customers owner’s manual located in section “warranty and maintenance, maintenance schedule severe duty” indicating the brake fluid interval is months or 15,miles when driving in areas of high humidity or mountainous area, per *** ** *** we are located in a mountainous areaThis recommendation is legitimate and we stand by the recommendation based on the interval in print from *** ** *** and the fact that no documentation was given indicating this service has already been doneAs far as an alternate repair facility indicating that the fluid is not “bad” the point of preventative maintenance is to replace the fluid before going bad hence the month/15,interval given for mountainous areas. Concern from the customer regarding pollen filter expense, though Revdex.com does not facilitate pricing concerns I felt compelled to respond to this complaint as there was a mistake made in the pricing to the customerWe have two separate codes regarding pollen filter replacementOne code is for and below pollen filter replacement which pays .5hrs and is much more labor intensive and the other code is for and above pollen filter replacement which pays .3hrs and is a much easier process to replaceWe quoted the incorrect labor time to the customerThe correct code would have put the price of labor at $and the cost of the pollen filter at $with a grand total of $I have met with the advisor and the technician to make sure moving forward we have this pricing process correct, thank you for the correction. Concern power steering fluid flush recommendationSubaru provides no interval for this fluid as the driving conditions and driving characteristics of each individual vary so greatlyThey have us inspect the fluid at each regular maintenance interval and advise as needed What we have found in our area is that the fluid typically begins to degrade at around months/30,miles however it does not typically need to be flushed until 45-50,milesThis is based on our experience and is not a recommended intervalWe have found the fluid dark and degraded at 30,miles as well as having seen the fluid light pink and in good shape at 50,miles however we do not typically make it a practice to recommend this fluid at 23,miles and again I have had a conversation with my advisor as well as my tech to ensure we don’t recommend this service prematurely. In closing we pride ourselves on transparency, honesty and providing valueWe are known for having the most economical oil change in town as well as the best pricing on tires and being very competitive in our market for all servicesWe have been in the top three for Customer Satisfaction in our region for over yearsWe have obtained this level of satisfaction with our customers by providing transparency, honesty and value and are always open to constructive criticism to help our continuous improvement processI would encourage the customer in the future to contact us in the event of an issue as we’re always hear to listen to our customers and improve as neededI believe a complaint to the Revdex.com is a second step when the retailer is not able to resolve the issue, we missed a step by not notifying us of the issueIn this case I had two relatively new employees that made a mistake and we were able to use this as a great learning experience and for this I thank the customer for bringing this to my attention. Justin E***Parts/Service DirectorGlenwood Springs Subaru*** ***
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Regarding ID [redacted] customer concern with pricing and recommended services during service visit on 10-25-2016. I reviewed the above complaint and found some validity to the customer’s concern. Beginning with the fist complaint from the customer, brake fluid system flush. Please note that the...

recommendation was based on a mileage/time basis as we have no history with this vehicle and the customer has no proof of the service being completed, we recommended a brake fluid flush in the case that it has not been done already. I have included an attachment from the customers owner’s manual located in section “warranty and maintenance, maintenance schedule 2 severe duty” indicating the brake fluid interval is 15 months or 15,000 miles when driving in areas of high humidity or mountainous area, per [redacted] we are located in a mountainous area. This recommendation is legitimate and we stand by the recommendation based on the interval in print from [redacted] and the fact that no documentation was given indicating this service has already been done. As far as an alternate repair facility indicating that the fluid is not “bad” the point of preventative maintenance is to replace the fluid before going bad hence the 15 month/15,000 interval given for mountainous areas. Concern 2 from the customer regarding pollen filter expense, though Revdex.com does not facilitate pricing concerns I felt compelled to respond to this complaint as there was a mistake made in the pricing to the customer. We have two separate codes regarding pollen filter replacement. One code is for 2009 and below pollen filter replacement which pays .5hrs and is much more labor intensive and the other code is for 2010 and above pollen filter replacement which pays .3hrs and is a much easier process to replace. We quoted the incorrect labor time to the customer. The correct code would have put the price of labor at $33.75 and the cost of the pollen filter at $28.00 with a grand total of $61.75. I have met with the advisor and the technician to make sure moving forward we have this pricing process correct, thank you for the correction. Concern 3 power steering fluid flush recommendation. Subaru provides no interval for this fluid as the driving conditions and driving characteristics of each individual vary so greatly. They have us inspect the fluid at each regular maintenance interval and advise as needed.  What we have found in our area is that the fluid typically begins to degrade at around 30 months/30,000 miles however it does not typically need to be flushed until 45-50,000 miles. This is based on our experience and is not a recommended interval. We have found the fluid dark and degraded at 30,000 miles as well as having seen the fluid light pink and in good shape at 50,000 miles however we do not typically make it a practice to recommend this fluid at 23,060 miles and again I have had a conversation with my advisor as well as my tech to ensure we don’t recommend this service prematurely. In closing we pride ourselves on transparency, honesty and providing value. We are known for having the most economical oil change in town as well as the best pricing on tires and being very competitive in our market for all services. We have been in the top three for Customer Satisfaction in our region for over 5 years. We have obtained this level of satisfaction with our customers by providing transparency, honesty and value and are always open to constructive criticism to help our continuous improvement process. I would encourage the customer in the future to contact us in the event of an issue as we’re  always hear to listen to our customers and improve as needed. I believe a complaint to the Revdex.com is a second step when the retailer is not able to resolve the issue, we missed a step by not notifying us of the issue. In this case I had two relatively new employees that made a mistake and we were able to use this as a great learning experience and for this I thank the customer for bringing this to my attention.   Justin E[redacted]Parts/Service DirectorGlenwood Springs Subaru[redacted]
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