Elk Grove Subaru — Local services in Elk Grove

My g/f Stephanie bought a 2017 Forrester from Elk Grove Subaru early fall last year, right when the 2018s were hitting the lot. Since we went with a referral from the "Car Pro" radio show, we got to work with the sales manager (Mike Carlson), and THAT was the ONLY good part of the experience.

It took 3+ weeks to get a windshield sun screen & rear cargo area cover to start with. NEXT, we take the car in for window tinting that we'd paid for when we bought it. We specifically told the finance guy that we wanted 35% tint, as we'd be traveling out of state and wanted to keep it legal. Instead we get it back with limo tint. It was a little difficult to see out the back during the day, and impossible at night, esp with the auto darkening rear view mirror. The service dept's initial response was "It's legal tint level in CA, so deal with it". I had to intervene on Stephanie's behalf and threaten to drag them in front of the Bureau of Automotive Repair for their sloppy paperwork (BAR is... strict on proper documentation), hint that there would be lawyers involved as well, and threaten to stay on the phone with Subaru corporate until the issue was fixed.

NEXT, we were also getting a paint protection and warranty package. They applied the extra protective coating right over a blemish in the hood, and a small chip on the edge of one of the doors. The closest we've gotten them to dealing with that so far is just admitting it could be fixed by removing the coating, buffing out the blemish and then re-applying the coating. We pretty much gave up on this issue a month or so later when it became obvious they had no intention of honoring their warranty. coughBreachOfContractcough

At 6000 miles, we took the car in for a scheduled oil change and tire rotation. ALSO an extra maintenance package we'd bought. We came in with a scheduled appointment and it still took 3 hours to do a job that the industry standard labor guide says should take 1/2 hour. The joys of having a retired ASE certified automotive technician as a service department customer, LOL.

Earlier today was the FINAL straw for both of us... Yesterday, we picked up a good sized wood screw in our right rear tire. We made it home safely before the tire went flat. Stephanie called Subaru Roadside Assistance to report the flat. THEY were great. Said it had to go to a dealership, but that it was covered with the roadside assist and tire warranty package she has,and we arranged to have it taken to the dealership in the morning. The tow truck company showed up early (very nice, professional driver), hooked the Forrester up and got it to Elk Grove with no problem. One female employee takes the initial info and says a service writer will be with me in a minute or two.

In the mean time, the tow truck takes off. His job was done as far as we both knew. A few minutes later I'm informed by a service writer that they don't do flat repairs, only tire replacement and to take it down the road to the local tire shop. He refused to look at it, have a tech put the spare on it or EVEN ADD AIR TO THE TIRE so that it was safe to take down the road. I asked him what the hell we'd paid good money for the tire protection plan, and he gave me some smartass remark about replacing the tire if it was blown out, then walked off ignoring me.

The lack of common sense and opening to potential legal liability had I been in an accident was amazing in itself. I took it down the street and got air in the tire at a gas station, then took it to America's Tires where we usually do business with. THEY told me that the screw had gone thru at a BAD angle (nearly sideways) and had damaged one of the steel belts in the tire. Ergo we needed a NEW TIRE! Exactly what Elk Grove Subaru said was the only thing they did AND they would have known had they bothered to take customer safety and satisfaction into account and actually LOOK AT THE FLAT!

We will NEVER EVER use Elk Grove Subaru for so much as a windshield cleaning or bathroom stop again, much less service or another...

Our first two experiences here were good. That is when we worked with Gee Bains. Unfortunately, he left and when we worked with two others we had bad experiences. Two cars ago we made the mistake of getting a Solterra. They used the “playing out the clock” sales tactic, meaning that if they keep you there long enough they will eventually wear you down. We fell for it. We were there for over five hours. Recently, we traded the Solterra in and decided to buy instead of lease. Unfortunately we had to break the lease early, so we knew there would be a big penalty to pay. The experience was pretty bad from start to finish. Their “customer service” is a joke. We had started our search a few months ago and I had questioned pricing of one car when its price made no sense in relation to another car they were selling. He danced around the issue and didn’t answer my question (what could he say?). When we were ready to buy recently, he never answered my email inquiry. When I filled out an online form for the car we were interested in we heard back immediately, however we were contacted by several salespeople (none of which were him). I made an appointment and about 45 minutes before it, I received a voicemail from Brian Turner confirming our appointment (even though we were supposed to meet with Curtis Jare). On our drive there, Curtis called us because he thought he was meeting with us and wanted to tell us he was running late. I said we were about five minutes away. A few minutes later he called back asking where we were. So disorganized.

When we arrived, we ended up meeting with Brian. First, they weren’t willing to budge on the price of the car we were interested in (which had an insanely high mark up, as many of their used cars do). The car was around $18k and the internet “discount” brought it down to just under $16k, however the Edmunds value at a dealership was around $13k. We should’ve walked out right then and there. Unfortunately, we didn’t. We were then told one positive thing: since we had gotten the trade-in value on their website in advance they (somewhat) honored it–it was $24,075; I noticed that he ended up giving us $24k when we saw the paperwork, but at that point we had been there for over four hours and just wanted to leave, so we didn’t say anything.

When it came time for financing, it was taking a really long time so we grabbed lunch. When we got back it still wasn’t done so we asked why and were told it was because the car’s mileage was too high so the lender wouldn’t approve it. We should have left b/c there weren’t any other cars we were interested in, but they had some that fit our criteria except for one thing: the color. I wasn’t happy about it, but we looked at one. At this point we had been there for close to five hours and I was tired and frustrated. Again: should have left. I honestly was in a vulnerable place and was very stressed out and also needed to buy a car within about a week and a half, and, though I was fully prepared to negotiate a good deal on the car we were originally interested in, once that went out the window so did my sense of reason. I didn’t research this next car on the spot like I should have. It had a very high number of miles on it considering its age.

We were then told we “had” to make an insanely high down payment (basically due to breaking the Solterra lease early). I technically had the money, but really needed it for other things and should’ve immediately said we couldn’t put that much down. The interest rate from the lender was high and I made the mistake of not trying to negotiate that. I also stupidly didn’t negotiate the price of the car. After we bought the car I received several texts and an email (all from different people) asking if I was interested in buying a car. Just like before we bought this car, there is no internal communication. Anyway, yes, I made a lot of mistakes, however the bottom line is that they are disorganized, unscrupulous and unprofessional. They will try to screw you over, so don’t waste...

Goodwill Assistance Request / Review for Elk Grove Subaru Subject: Request for Goodwill Assistance on Labor Costs –

Mike, I recently brought my Subaru to Elk Grove Subaru for service and was surprised to learn that I was being charged for labor on an issue that arose just outside the standard 3-year/36,000-mile warranty.

Given that my vehicle has only ~34,098 miles and has been well maintained, I respectfully request that Elk Grove Subaru consider a goodwill adjustment for the labor costs involved. I understand that warranties have limits, but I also know that Subaru and its dealers are known for standing behind their vehicles and taking care of loyal customers.

I’ve been a proud Subaru owner and chose Elk Grove Subaru with the expectation of long-term support. A goodwill repair would go a long way in reaffirming my trust in the brand and dealership.

I appreciate your consideration and hope to resolve this fairly and promptly.

2nd Request

Subject: Request for Goodwill Assistance on Labor Costs – Escalation Request

Dear Kurt and Daniel,

To my surprise, I was informed that I would be responsible for labor costs despite this being a known issue and barely outside the time-based portion of the warranty. I respectfully requested a goodwill adjustment for the labor charges, given the low mileage and my history of care with the vehicle.

Unfortunately, my request was denied without a clear explanation. The communication I’ve received—from the dealership, the advisors, and Subaru Corporate—has been vague and inconsistent. I’ve felt left in the dark throughout the process, and it’s been frustrating and disappointing to see this lack of transparency from a brand known for customer loyalty and integrity.

I’ve since reported the matter to the Better Business Bureau and posted a public review to raise awareness of my experience. This situation deserves further attention and escalation to the dealership owner or general manager. I am not seeking anything unreasonable—just a fair resolution and accountability.

Please review this case again. I believe in Subaru's reputation for standing behind its vehicles and treating customers with respect. I hope this can be resolved amicably and professionally.

Thank you for your attention.

Sincerely, Ana Hello,

BBB response:

Thank you for contacting Subaru of America.

Your vehicle is outside of all applicable warranties for the air conditioning concerns. Elk Grove Subaru and Subaru of America have offered to assist with covering the parts needed for the repairs, but you would be responsible for the labor costs. Please let me know how you would like to move forward. Thank you.

While I appreciate Subaru’s offer to cover the parts, the evaporator core is a critical, internal system component that should not require replacement on a nearly brand-new vehicle. This situation is far from routine maintenance and should be treated as a premature failure covered under goodwill.

Given the cost, the nature of the failure, and the low mileage, I respectfully request Subaru of America to fully cover both parts and labor — or, at minimum, issue a reimbursement for the $3,459.20 labor cost I paid out of...