Shults Subaru — Local services in Jamestown

I hesitated to write this as I was hoping that the manager would have responded to the email I sent to him personally in response asking how my experience was. As it's been 2 weeks and I've heard nothing, I figured it can't hurt to share my experience here.

Before I say anything else, Cory Wagner was the person I had the most contact with and he was very helpful and informative and I had no issues with the way he handled my vehicle. The only thing I wish is that he would have provided me with the itemized estimate I reqested rather than "Parts - $800, Labor - $300" so that I could have gotten quotes from other mechanics in the area. Lesson learned to be more specific and less of a doormat in these situations in the future.

In regards to my total experience at Shults Subaru, it was not a great one altogether. To begin with, in thinking that it would be a quick same-day turnaround for service, I foolishly left my entire key ring (house keys, key cards, the works) with the woman who checked me in on Friday. When I was informed that the car was unsafe to drive and would need to be left over the weekend, I informed Cory that I would need to swing by and pick up the rest of my keys. He said that was fine.

I went the following morning and informed a younger man with blonde hair that I was there for my keys and he promptly denied that they had them upon only finding my car key on the hook. I assured him that, no, I definitely left the keys with the woman who checked me in, and that I also informed Cory of my need to get them back. This employee was adamant that no keys are ever removed from a key ring and that there was simply no way my keys were where I was certain I had left them. The only place he could think that they may have ended up was inside the car on the lot (a suggestion that I really didn't love) but when we went to look and they were not there, he just dug in his heels and said that they would absolutely not have separated my keys and that he didn't know what to tell me because there was just no way they were there.

I admit, I was pretty angry at this point and I said, "I understand that you think this is impossible but that is clearly what happened. Two human beings touched these keys yesterday, can you please call them and ask what might have happened to them?"

He called Cory and within minutes, he located them where Cory had placed them in his desk. No apology, nothing, just, "Here you go." like he hadn't just been gaslighting me for the last 10 minutes. I know I wasn't the most pleasant version of myself at that point, but a single apology or a "this is the first time I've seen this happen" would have gone a long way.

All that would have been easy enough to forget/excuse, but when I picked up the car and drove it home on Tuesday morning, I found that the contents of my center console, some items from my glove box, and my roadside assistance kit from the backseat were missing. I would likely not have noticed any of this (or have been able to pinpoint when they might have been taken) if I hadn't been searching the car immediately before dropping it off and looked in all three of the locations where I know these items were and saw them with my own eyes.

I have no plans to get the police involved because 90% of what was taken only has sentimental value to me (if a thief really wants 2 ipods from 2007 and a set of rosary beads from my grandmother's house, well, I guess they need it more than I do.) But I wanted the managers and staff to know that there is a security problem on the lot and cars are not being locked when left to...

In October, I put a $500 deposit down on a Green Forester that was being transported to Shults Subaru. The agreement was they would hold it with my deposit for a month. I was excited for it. However, after the car had come in, they knowingly sold the car I had a deposit on to another customer. It wasn’t a mix up or an accident, I was told they sold my car after the fact (still less than a month from when I put my deposit down, violating the agreement). They had actually led me on via text, asking when I was going to be in to pick up my car, AFTER they had already sold it.

They did offer to transport a comparable car from another dealership, which was nice, but the second car would have taken a few weeks to a month for transport and I needed a new car before then. I did speak to the sales manager to ask they refund my $500, which they did issue within a week or so, but it was clear they didn’t regret their decision. It was very unfortunate because my parents had just bought a car with Joel, and I really enjoyed working with him before this happened. Nevertheless, I can’t recommend anyone buy a car from them. On the bright side, I ended up buying the same exact car in Buffalo (Northtown Subaru) for $5.5k less than what I was going to be paying at Shults, so if my experience isn’t a deterrent for you to buy from them, maybe saving thousands of...

It took less time than I was told, which made me happy. Scheduling the appointment was not pleasant. The first time I got the postcard advising me to schedule, I called immediately. Had to leave a message. My call was not responded to, so I called again a few days later. Left a message again. Waited 2 or 3 days and again, I never received a call back. Waited a day or two and tried again. Again I got voicemail. By this time, I was quite frustrated and called my salesperson who helped me get through to the person who schedules the AutoButler appointments. She told me she could fit me in on a date that I can't recall, but it was not convenient and I told her it had to be before January 12th as I was leaving then and would not be home for a month. She told me that that was not possible. After I insisted, she found a spot for me. So, when I got the postcard in June, I called immediately. Left a message, got no response. Waited 2-3 days called again. Left a message. Again, no response. The third time I called A live person answered!!!! However, the date she gave me was not convenient as I was going on vacation and if I waited, it would negate the service contract. Amazingly enough, she managed to fit me in. I have never been treated this way by any Shults employees an I don't...