3 Customer Reviews
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Review from Stephen T
1 star11/01/2022
Based upon my recent experience with them in trying to get battery drainage problems with my 2017 Subaru Outback fixed, I have found them to be liars and cheats. In accordance with a Class Action lawsuit directive, I obtained a confirmation number and took my Outback to them for inspection and evaluation. Before taking it to them, I had the battery checked, and it was determined to be good. After about 90 minutes at their facility, they told me that the battery was bad and since it was not an OEM battery, they would have to charge me for it. I told them that the battery was supposed to be covered in the class action lawsuit and the fact that it was not an OEM battery was irrelevant. I also told them I would get a replacement battery elsewhere; Although I knew it would not be necessary. About 20 minutes later they said that they had determined that the battery was good, but that the rear latch needed to be replaced and it would cost almost $900.00. I knew there was nothing wrong with the latch, so I told them I would get it fixed somewhere else. When I got ready to leave, they tried to charge me for the inspection which was also covered by the extended warranty provided by the class action lawsuit. I objected, and they removed the charge. Several weeks later, I have had no problems with the rear door latch, although they had disconnected the wire to the door latch causing the door not to open and I had to reconnect it, but I still have the battery drainage issues. I don't believe they were willing to invest the time to find the cause of the battery drainage. Before taking the vehicle to them, I had talked to a customer service manager at their corporate location who told me that it could take a day or two to find the problem. I am now working with their corporate office in ********** to try to find a solution. You can find more information about the Subaru battery drainage issues by doing a ****** search.Review from Marie O.
1 star04/06/2022
Of their service providers failed to file a Repair claim on a warranty that I have On my car. I was told the repairs were approved Through the warranty before I approved Subaru to do the repairs.Once the car was complete I was then informed that the warranty claim had not been filed and that there's nothing they can do because it should have been done before the appears were approved I was lied to multiple times, having them state that it was my responsibility to file a claim through the warranty company. When I called the warranty company they told me that that was a lie, and that the service department was responsible youth meant was responsible to file claims.They then said that again it was our fault because we didn't present them with the warranty information before the repair. According to the warranty company endurance, ********************** should have information regarding warranties but warranties bought through their company, so they have the information. They are now refusing to take responsibility for the failed actions of their employee who should have who should have filed the claim To begin with.My 1st service provider was named ****** and hes the one who told me that the warranty was was approved, then ****** Was no longer available and we had a service advisor named ******, Who admitted ****** didn't tell her anything. This would not be an issue had they been honest from the beginning instead of continuously lying to me.Review from Martinez M
1 star01/25/2022
I am writing to you extremely disappointed with the service I received yesterday January 6, 2022, from the Hanania Subaru of Orange Park service department I understand that car dealers across the nation are struggling but to take that on the customers is totally inappropriate and unprofessional. I took my vehicle in for a simple oil change and they allegedly found two nails in two of my tires. The service advisor came to me explain that the tires couldn't be repaired because it will allegedly damage the structure of the tire. He, almost pushing, strongly recommended that I replace that tire but because of the big difference between the new tire and the old tires (that are still a good condition) then I will need to get 4 new tires to be safe in my vehicle and don't damage the all-wheel-drive system. Needless to say, I felt that I was been profiled and missed informed because I am a Hispanic woman. The service advisor tried to use a scare tactic to sell me 4 new tires that will approximately cost me almost $1000 without labor off course. This information did not make sense to me I requested my keys and left the dealer. After that incident, I decided to visit a tire service store to get a second opinion. To my relief, I was correct and did not need to change any of the tires. What was more interesting was to find out that in fact there was a fish hook stuck in one tire and it wasn't even all the way in. It was only superficial and they took it out with their hands. The other tire indeed had a nail but they were able to remove it and fix the tire.This incident cost me time and made me waste most of my day dealing with this. It is not a good experience to go for a simple oil change and then experience trying to be taken advantage of by your unprofessional service advisors and also Mr. ************************** I work as hard to be able to pay my bills and don't appreciate when people try to abuse and take advantage of **** feel that scare tactics were inappropriate.
Hanania Subaru Response
01/25/2022
********************, I apologize for the misunderstanding. It is never our intention to have our guests feel the way you do. During our brief conversation I attempted to explain the tire replacement requirements of your all wheel drive vehicle. It was not my intention to make you feel pressured in anyway. However, the only thing that matters is your perception and we obviously fell short of how you feel you should be treated. As the father of a Hispanic daughter and husband of a Hispanic wife I assure you that we dont profile you or any other person. Our goal is to provide the best quality service always to all of our guests. I will meet with all of our staff and explain your situation and how it made you feel.
Customer Review Rating
1/5stars
Average of 3 Customer Reviews
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