Hi everyone I just wanted to share my experience with Schaller Subaru Repair Shop in New Britain CT.
So over the week my Fozzie got some damage to the front fender, bumper, headlight and hood. all dented scratched, so needed to be repaired and replaced.
So i went to the body shop to get an estimate done which was on Friday, i was told that the repair would take 3 days, so if i drop it off on Monday, it would be done by Wednesday, Thursday the latest. So i said ok, i dropped off the car off the first thing in the morning as soon as then opened so they can have a full day to start working on it.
So Wednesday afternoon comes around and no word..so i decide to give them a call and i was told that it will most likely be finished for Thursday since they are still working on it. so i said ok thats fine, i would just need my car no later than that, i asked them what time should call them on Thursday? they said not to call that they will call me once they have a word on the status of it. ok thats fine i said.
Thursday afternoon comes and i finally get a phone call saying that the car will be complete by the end of the day and will be ready for pickup on Friday morning, because all it needs is just to go to the detail center for a clean up. and to wait for a phone call on Friday morning. well so i said ok, this is going to be day 5 but if its all set and complete and ready as its supposed to be then fine.
so Friday morning 8 am i get a call saying car will be ready for pickup at 10am and to make sure to come there at that time because they are closing early for the holidays at 12 noon.
so i got to the body shop at 10 am and saw my car, it was a sunny morning so car looked clean and washed. as i walk to it, i see that it seems a little dusty, so i put my hand on the bumper to wipe the dust off of it and
it feels so coarse. im like *** its not even smooth or been buffed after painting.
then i walk over to the front and notice that the replaced headlight is different. its not the charcoal sport one but chrome one from the x model. and also the lower black part of the sport bumper insert was missing.
so i go in and the repair rep is getting my paper work ready, i said hi before i check out with you i would like for you to see the car outside there are some thing i would like to go over.
so we go outside and as we are walking to the car with the car facing forward i said one of the lights is the wrong one. he said no its not it just looks this way because you have old dirty lights and the replaced one looks different because its brand new. i said really? please look again. he looks at one looks at the other headlight he replies i dont see a difference. so i asked him and you work for subaru?
i told him how one has a black housing and the replaced one has a chrome housing, he finally noticed the difference, and said well thats because we replaced it with an oem part and your lights are aftermarket ones. i laughed right when he said that. i said this is a sports model therefore it should have black housing for headlights and taillights, im only a forester owner for a few months now and how long have you been dealing with them?
so then he tells me that these are the correct headlight because they were ordered from the vin so that is what my car comes with from the factory, i said that is incorrect this is a sports model the vin reads x/sports as a model description.
so then i told him to touch and feel the front bumper, he said oh this needs to be buffed out, but then i asked him, i thought you said that the car would be complete for me at this time, so the headlight could of been a mistake ok thats fine, but the dirty un buffed car and the missing grill part?
he said that the grill part is on back order and will be in next week, and when i come back with the car for the grill they will also buff the car again, the correct way.
so ok as we go back inside i ask him where is my old stock headlight? because i asked him to return it prior to dropping off the car for repair. the old headlight is fine, all it has is a small scratch on it that is why i was replacing mine.
he said that the headlight should be in my car in the back seat, didnt i see it? i said no i did not, i cannot see into the car because of the tints and you never gave me the keys. he said oh thats right, let me go and get the keys for you, so i wait as he goes to get the keys, and comes back a few minutes later saying that my headlight is in the shop in the back. and that if i have the time he will go and look for it. i said yes i do not mind waiting because i want my headlight back.
he comes back a few minutes later and said that he cannot find the headlight because they are already closing up in the back cleaning everything up. i looked at the clock and asked him dont they close at 12? its only 1030? he said well you know we are all in a hurry to go home before the holidays, i said i know me too, so far ive been here for half an hour and still have not resolved anything, i dont have a car to pick up, its dirty, missing parts, has a wrong part, and my old part seems to also be missing, and this took you already 5 days to do.
so he said that i can come back with the car after the weekend and he will look into the headlight situation for me, if subaru has a black one available, and also then can buff the car.
i said no i do not want to pick up the car when it is not complete and pay for everything when everything is not done, and im still missing my old headlight.
so he said that he will call me on Monday to discuss the next steps of this.
so its going to be a total of 7 days this Monday, where i still dont have my car, and everything else that has happened that i just mentioned.
so if anyone has a comments, or helpful information what to do in this case, or anything similar happen to them, please let me know.
its just sad to see that i am having such a bad experience with the subaru dealership, i know i am paying a lot for their service and the oem subaru parts but that was my whole point of doint it like this instead going to a local garage and having it done.
my impression was that if i take a car to a reputable repair shop the same dealership as well that everything will be taken care of with no issues such as mine. now i sit and wait.