ComplaintsforMcGrath Evanston Subaru

• Initial Complaint

  11/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug 29, 23 I brought my Subaru Forester to have my door lock fixed. I paid them by **** $525. An hour later I realized that the remote opener on my key stopped working. I told the dealer what had transpired and few days later I brought my car back and they did not fix the problem. The Manager originally told me that Sh_t happens and the door lock problem and the remote problem are not related. My remote key worked perfectly well before bringing the car to the dealership. I am very upset at their attitude and response.

  Business response

  11/29/2023

  We sincerely apologize at the way this issue was responded to.  This has been documented and will be used to train our staff going forward on how to better handle this situation.  Unfortunately after further investigation we have confirmed that the two systems are completely separate and a door lock cylinder replacement does not affect the remote key module.  With that being the case we are not able to cover the repair cost completely but would be happy to work out a discounted rate due to the previous service work performed.

  Customer response

  12/13/2023

  Complaint: 20909350
  
  I am rejecting this response because: Please see the attached document.
  
  Sincerely,
  
  *************************; 

  Business response

  12/29/2023

  Unfortunately when replacing the cylinder there is no reason for the technician to disable or tamper with the module that controls the door locks.  We would be happy to reinspect and see what is causing the issue but would not be able to cover any replacement parts since these are two separate systems.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I frequently visit McGrath Subaru to have my 2012 Subaru Outback serviced. I visited in April 29th, 2022 to have an oil change/tire rotation. During my service, I was told by the service advisor that the mechanic found 2 things wrong: transmission fluid needed flushing (~$300) and control arm bushings needed to be replaced (I think I was quoted $1,200). I opted for the fluid (spent $300), but did not opt for control arm bushings since I wanted a second opinion before spending $1,200. I asked the service advisor if he trusted the mechanic and he said yes. 3 weeks later, I got a second opinion at University Subaru (********, **) where I bought the car in 2012 and have serviced my car many times before moving to *******. They told me nothing was wrong with the control arm OR the bushings. The University Subaru advisors told me nothing was wrong and multiple mechanics took a look. McGrath Subaru was being dishonest with me and I no longer trust to take my car there for my business. I am disappointed in their dishonesty. When I take my car to get serviced, it's essential that the dealership provide trust and respect to their customers. I trust the mechanics will treat my car and their customer with respect and not recommend any unnecessary services.

  Business response

  07/12/2022

  Thank you so much for bringing this to our attention.  We would definitely like an opportunity to take a second look and be able to show what the mechanic saw at the time of inspection.  Usually over time there could be some dry rot or cracking on the bushings that would normally lead to this recommendation but without being able to inspect again its very hard to show what the issue was.  Either way we will certainly take this opportunity to check our processes and confirm that customer cars are being handled with care and honesty.  Please let us know if there is anything further we can do to help regain your trust and earn you back as a customer.

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