Kelly Subaru, Chattanooga TN - Subaru Forester Owners Forum
User Tag List

 1Likes
  • 1 Post By ever6reen
 
Thread Tools Display Modes
post #1 of 5 (permalink) Old 06-04-2018, 01:18 PM Thread Starter
Forum Member
 
Join Date: May 2009
Location: Chattanooga, TN
Posts: 9
Car Year: 2006
Car Model: Forester
Transmission: 4EAT
Feedback Score: 0 reviews
Kelly Subaru, Chattanooga TN

Hi All, I was hoping that my first post to the forums would be about something cool/fun/outrageous I did to/with/under my Forester, but alas, here I am in the dealer reviews forum.
So hereís my not so great experience with Kelly Subaru.
Day 1: Drop off car early for scheduled replacement of leaking steering rack. Advised that repair should be complete by end of day. End of day, I call service rep and learn that the new part wasnít ordered.
Day 2: Get call from service advisor at end of day, car is ready, but not enough time to pick up, so on toÖ
Day 3: Arrive early to settle the bill and pick up car. Car arrives at pick-up area. Open the driverís door to the sight of grease and dirt all over the driverís seat cushion and back, and dirt and grease on the floor, steering wheel, and arm rest. Beige seats.
Apologies and hand wringing from the service rep. She promises to get it cleaned up and make it right. Tells me she will inform the service manager. End of day, I call to be informed that the car isnít ready, so on toÖ
Day 4: Midday I call to check on car. No one knows anything about the car. Service rep from previous day is not in, didnít inform the manager or anyone about the situation with the car. So, the service manager promises to make it right. End of day I get the call that the car is ready. Apologies all around, coupon for free oil change, and the car is clean. Cleaner than itís been in a long time. So Iím miffed but glad to have my car back, and Iím set to write it all off as one of those ďbad daysĒ that everyone has. ExceptÖ
As I am driving out of the service lot onto the street I hear a loud clunk from under the car. Every bump in the road results in a clunk under the car from the area of the repair. Clunk, clunk, bang, clunk. Not subtle, not occasionally. Loud. Every time.
So, immediately back to Kelly Subaru. Again with the apologies, and a promise to get their best mechanic on it. Half an hour later the car is back with an explanation that ďsomethingĒ wasnít bolted down. I didnít press for details. Just wanted to get the **** outta there.
So, there it is, four days for a four hour repair. But wait, thereís more!
Mrs. complained that the steering wasnít right, shudders when turning and noise. I checked the steering oil level and it was a bit low, so I toped it off and checked the drive belt. The tension was a bit slack, so I gave the tensioner a couple turns. Those measures had no effect on the performance of the steering, so I decided it was time to jack the car up and get a look at the technicianís work.
It is not pretty. Both boots are torqued and crushed somehow so the bellows donít lie naturally. One is twisted so bad that there is now a gap between the boot and the rack body. There is oil everywhere, much more than before it was serviced. The supply lines to and from the pump have been zip tied to the rack housing mount for some reason. I know that is not SOP for Subaru. They do not tie a rubber hose to a wear point without a bushed standoff. Hopefully Iíll be able to post photos. I was stunned. This is not the work of someone who takes pride in their work.
I had a conversation with the service manager trying to understand how all this could happen. His explanation was that the tech was new and ďhad issues.Ē My question was, how can an inexperienced tech with ďissuesĒ work on a carís steering without supervision and inspection of his work? The answer was a shrug.
On the plus side, all the folks at Kelly Subaru are friendly. The concierge service is quick and easy, and the waiting area is comfortable (alas, too many TVís). Iíll trade all that for a surly mechanic who knows what heís doing.


Last edited by ever6reen; 06-28-2018 at 09:38 AM.
ever6reen is offline  
Sponsored Links
Advertisement
 
post #2 of 5 (permalink) Old 06-04-2018, 02:10 PM
Administrator
Contributing Member
 
Kevin's Avatar
 
Join Date: Jan 2006
Location: Sydney, Australia
Posts: 11,262
Car Year: MY03
Car Model: XS Premium / Luxury
Transmission: 4EAT w/diff lock
Feedback Score: 0 reviews
Not good! Time to find a new workshop!


MY'03 XS AT offroad; MY10 Triton GLX-R
MY'97 Outback RIP

To view links or images in signatures your post count must be 3 or greater. You currently have 0 posts.
Kevin is offline  
post #3 of 5 (permalink) Old 06-04-2018, 02:17 PM
Forum Member
 
Ozark08's Avatar
 
Join Date: May 2014
Location: Dover, AR
Posts: 2,509
Car Year: 2008
Car Model: Forester XT
Transmission: Manual
Garage
Feedback Score: 0 reviews
Wooow. That's nuts. I'd definitely be pissed after that. My expectations of dealer shops are definitely low, but not THAT low. If you don't get some money back on labor cost at this point I'd be surprised.

In the future I'd look for a different non-dealer shop or even reach out to the local Subaru community, which is healthy in that area. I guarantee there's a knowledgeable gearhead nearby who would do that swap for you for the cost of beer and pizza. It's a pretty simple job.

'08 XTi, AWD of Awesome
Ozark08 is offline  
 
post #4 of 5 (permalink) Old 06-05-2018, 06:08 AM Thread Starter
Forum Member
 
Join Date: May 2009
Location: Chattanooga, TN
Posts: 9
Car Year: 2006
Car Model: Forester
Transmission: 4EAT
Feedback Score: 0 reviews
I'm not a big fan of dealer shops either, but the Mrs. is going to buy a new or near new Subaru in a couple years, so this was a test to see how they would do. Since the dealer quote was virtually identical to the neighborhood shops, why not let them do the work? What could go wrong with work like this, right? (ironic emoji here)
The car goes back to Kelly tomorrow, so I'm going to be optimistic and hope I can report back here with good news.
ever6reen is offline  
post #5 of 5 (permalink) Old 06-28-2018, 09:37 AM Thread Starter
Forum Member
 
Join Date: May 2009
Location: Chattanooga, TN
Posts: 9
Car Year: 2006
Car Model: Forester
Transmission: 4EAT
Feedback Score: 0 reviews
Update

Hereís an update, I hope this can get a bump.

Thankfully, the service manager at Kelly was prompt in addressing the problems detailed in my original post. I have no doubt everyone there were sincerely trying to make things right.
After three weeks and a couple day-trips through the mountains Iím pretty confident the steering rack is right.
Tomorrow Iím taking it back to follow up on some of the remaining issues. With luck, weíll be able to put this all behind us.
Cheers
BTW The loaner Legacy was a nice touch, it has the mrs looking up the product line.
hunt1482 likes this.
ever6reen is offline  
Sponsored Links
Advertisement
 
Reply

  Subaru Forester Owners Forum > Reviews > Dealer/Vendor Reviews

Thread Tools
Show Printable Version Show Printable Version
Email this Page Email this Page
Display Modes
Linear Mode Linear Mode



Posting Rules  
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are Off

 

Title goes here

close
video goes here
description goes here. Read Full Story
For the best viewing experience please update your browser to Google Chrome