Stevens Creek Subaru — Restaurant in Santa Clara

To the General Manager Kevin, I hope you see this post. It’s your job to insure things are smooth and things are not smooth.

My family had shopped with Subaru for 25 years, I Bought my car from this dealership at the beginning of 2023 and since it has been nonstop issue after issue, I am here to tell you my experience.

The dealership has little to no communication with the customers and hide previous information about the cars past until moment of sale and even then look closely as they are classic dealer ship scammers.

When I purchased my car it was on New Year’s, and our deal was a little rushed as it was close to closing. I was shown a beautiful launch edition 2015 Subaru that I was told was rare and a good investment as it was a limited edition. I was sold! and wanted to purchase the car as it was exactly what I thought I was looking for at time.

During purchase Many things were hidden, Like the fact that the car they sold us had five previous owners. (maybe I should have looked closer at car fax but that’s not the big issue) and there were other things like modifications on the car that they sold to me that we’re not disclosed before sale. Things like a tune, Manuel boost gauge to tune cars turbo, cheap aftermarket trim and aftermarket brakes. The stock ones were supposed to be $3,000 Brembos brakes. These things cause extreme wear and tear on a car with only 50k miles. They would not assist me to look under the car before sale. The car is low I would have needed help so I would have no way of seeing these parts were not stock.

I specifically told the salesman I did not want anything modified so the warranty would be 100% non-deniable.

After purchase I experienced times while driving where parts would literally fly off of the car. within the first 2 months the car started throwing engine codes and after roughly 9 or 10 visits to Subaru over the year and a short 6k miles later in that same year, the cars motor blew up making it so it needed 10k in repairs.

Luckily, I bought a 4k$ dollar warranty that has handled the majority cost of these issues but again I was very frustrated with the fact that I was constantly in the rental cars provided by Subaru wasting time going to service rather than being in my own personal vehicle that I had purchased and financed.

THEY REFUSED TO BUY BACK THE CAR OR ASSIST ME INTO ANOTHER KNOWING THEY MADE A FRAUDULENT SALE.

They would leave me multiple times without gas (below E) after repairs that cost over $4,000. Have some decency, your dealership just made thousands off of me.

They have charged me for hood struts to be installed (going on 5 months I believe now) but never installed them and never notified me that they planned on calling me when they arrived later playing it off as if they had forgotten …multiple times… and still haven’t installed them or called about them. When I confronted the service manager about it after paying 10k for the new engine he started getting a little defensive as I called him out in front of other customers, he yelled back at me, “we’re not discussing this now.” (We were discussing the fact that they had left me with no gas once again.)

They also have removed parts off of my car and kept them even after I asked for them back…they were lost (again theft) Little things like this add up. I wonder how many times this has happened to other customers?

I could go on for a while, but in summary fraudulent sales about the vehicles past the service department says they’ll install parts that they don’t and if you experience any snags along the buying process, don’t expect them to be understanding or helpful. At least not that I’ve experienced yet.

To Kevin the general Manager. The car you sold me was not as advertised. It was previously modified and has had many issues because of it. This could easily be considered a lemon. Please be human help me out and respond to my emails. Don’t just to be a big corporation. You guys are screwing me out of thousands of dollar we need a car that we can trust to be reliable after spending...

I had quite a few issues with this dealership, but they were worked out in the end. It just took time. I would suggest going in and talking to them in person, or calling and asking to speak with a sales/finance manager directly. They behave professionally in person, and seem decent enough. I did notice that each time I had an issue, I was handed off to a difference finance manager, or different service agent, which may have been intentional.

I purchased a PHEV, and was not given the 450$ point of sale credit, so I had to go back and spend another 2 hours to get a finance manager to draw a new contract. I then waited over a month to get the check for that. I feel the finance manger should have known to include this credit.

I had informed the finance manager when he was printing the paper plates, that I did not want plastic advertisement plates installed, and I did not want holes drilled into my car. Holes were drilled in my front bumper (Crooked), and dealer plate frames were installed on my car anyway. This was unnecessary, as I had a front plate kit to use the OEM front plate holes.

When purchasing my new car, the service plan and maintenance plan was explained to be significantly more comprehensive than it was, so I canceled it a week later. It took some 5 hours of my time going to the dealership to wait to speak with sales/finance managers, along with another 2 hours of phone tag and emails. None of my phone calls or emails were ever returned regarding this issue, I had to go in and wait. It took around 2 months to get a refund check.

My car had some preexisting damage. To the dealership's credit, they offered to fix it at their expense, and gave me a complementary loaner car. There was a chip on the driver's side door edge, and a small imperfection on the rear bumper. I didn't care too much about the bumper, which they weren't able to fix anyway. The driver side door was opened into an object and the paint was chipped off of the edge. 3M PPF was applied over this damage, which shouldn't have happened. I pointed it out, and they sent my car out for paint work, which didn't come out that well. They offered to repaint the entire door, which would not have matched. I opted to install the OEM edge guards over the damage, which are painted steel, and hammered on. The service department had difficulty installing these. One of the guards was damaged because they cracked the clear coat hammering it on. My rear door was chipped when they attempted to install a damaged guard on another door. They ended up ordering new guards and replacing them all, and it turned out well. This took another few weeks to finish.

I also had a minor issue with the OEM side molding I ordered and installed, as one piece was scuffed/scraped. They touched this up and it looked fine. They also ordered a replacement set and offered to replace the part. They gave me some parts credit for this, which was acceptable.

The service team managed to scratch the fake carbon fiber interior above the door latch on both my front and rear driver side doors. It's not a huge deal, but a minor annoyance. Nothing was done to address this by the dealership. I feel the fake textured carbon fiber is a poor design choice on this model, as it looks tacky and is easily damaged.

I saw the reply on this from Brian Bakhtiari, and called 4 or 5 times, waiting 20-30 minutes each, the line just rang. I sent an email as well, which was unanswered. I don't see the point of replying on google reviews if there is no intent to reply. Perhaps it is just for appearance.

Update: went in for recall, was told after leaving my car half the day that they did not have staff trained to perform the recall. Returned 8 months later. Got the recall done, but car wash (which I declined) damaged my Thule bike rack (roof mounted) got the run around with who's fault it is. I had taken photos before dropping off the car, and it was clear damage occurred in...

I brought my vehicle in for service on July 12 with a request to look into a chirping sound when the clutch was disengaged. I was contacted by Edwin, my service rep, that evening and told that the noise was being caused by a bad throwout bearing that he had confirmed with his manager was under warranty. However, there were vehicles ahead of mine and it would take 2-3 weeks to begin the repair and that I would be contacted then to get a replacement vehicle. I left the vehicle at the shop pending the repair.

I contacted Edwin again on July 25 to inquire as to whether the repair had been started. I expressed concern that I had plans coming up the weekend of the 30th. I was told that the shop was not ready to begin the repair and that I should pick up my vehicle. I would be contacted the following week to get a replacement vehicle and start the repair, which should be about two weeks.

A week and a half later I called again to find out where things were at. The service rep that answered my call informed me he would look into the matter and get back to me. I never received a call back and my follow-up call went to voicemail. It is then that I submitted the 2 star rating since I was feeling like I was being ignored and had been waiting 4 weeks for a repair I was told would take 2-3 weeks.

Ron left a message expressing concern at my rating and I called back again a week later and found out that the service representative that I had been working with was no longer with the shop. I asked to speak to Ron, who was not available, and was told he would call me back. I never received a call back from Ron.

I happened to be near the shop for a family event on August 22 and I stopped in and followed up in person. After looking into the issue for a bit, I was brought into the service manager's office to speak to Gary. I was told that there was a back up in the heavy lane and that they would be able to start work in 2 weeks.

I called back again the morning of September 7 to find out if I could bring my vehicle in since the two weeks had past without incident. I was asked to work with Caesar as my service representative, who informed me he would look into whether the parts and a replacement vehicle were ready and that they would call me back. Again, I received no call back.

After following up several times without response, I reached Jonathan on Caesar's day off the week of September 24. He did call me back and informed me that the car was in queue but would be another two weeks due to the backup.

I was again in the area and followed up in person on October 7. During my visit I discovered that Caesar was no longer working with the dealership and was told that they would leave a message with Gary to get back to me on Tuesday. I received a call on Wednesday informing me that Charles would be taking over as my service rep. He had spoken with Gary, confirmed that the repair was under warranty and was putting my car in queue for repair. I was told I should expect a call back when my car comes up for repair but that there is a backup in the heavy lane.

It's been three months that I have been waiting for a repair that I have now been told on 5 occasions would take 2 weeks. After having bought two cars from this dealership I am seriously questioning why I would ever buy here again because the service...