I have been a loyal Subaru owner at Lancaster County motors in Lancaster PA since 1978. I loved the dealership for great friendliness and reliable care and repairs.
Ever since they moved to a new larger building two years ago, their care for customers has deteriorated. This complaint is not an isolated incident. Last year I waited in the customer lounge for over an hour for a small repair, only to be told that they couldn’t do it for lack of a part. No one came to speak to me earlier.
I had to leave with nothing done. On Wednesday, 9/25 I made an appointment for Friday 9/27 to have a passenger side rear view mirror and assembly replaced after I was hit in a parking lot. I called the parts department to make sure that part would be available . They were able to look up my VIN since I bought the car at this dealership.
They assured me that the part would be available on Friday. I also decided to have an oil change and I asked for a loaner not trusting how long it would take. Parts said they would work with service to have it done. I asked for an appointment on Friday in the service department.
It took 8 hours to have them tell me that it couldn’t be done til the following Tuesday. Later the service manager told me that my appointment time 8:30 am was only an all day appointment . I should have asked for a “standing “ appointment. I had not a clue about this, nor was I ever told by the person I called.
After I became angry on the phone and the service manager told me that when I checked in I did not specify the type of part I needed. Finally he decided to go to the Parts department to check out my story. Of course the part was there and waiting to be installed.
He apologized and reduced my bill of $450 by $25. The whole experience made me realize that despite a service warranty I do not want deal with this Subaru dealership anymore.
Product or Service Mentioned: Lancaster County Motors Subaru Customer Care.
Reason of review: Poor customer service.
Preferred solution: Let the company propose a solution.
Lancaster County Motors Subaru Pros: Where i bought the car was great but must service it locally.
Lancaster County Motors Subaru Cons: Lack of acknowledgment.