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blowpoptoe 02-15-2006 10:59 AM

Stay Away from Martin Subaru, Sicklerville, NJ
 
Here is the letter I sent to them...it explains all that happened...

Eric Blumberg
Vice President
MARTIN CHRYSLER JEEP SUBARU SUZUKI
2900 Route 42
P.O. Box 720
Sicklerville, New Jersey 08081

RE: Service Department Issues
2004 Subaru Forester XT
Martin Subaru, Sicklerville, New Jersey

Dear Mr. Blumberg,

I am completely dissatisfied with your Dealership in Sicklerville, New Jersey.

I scheduled an oil and filter change on my 2004 Subaru Forester XT in October 2005. When I brought my car in for the service, I was told by the Service Advisor that the oil and filter change could not be conducted, because the oil filter for my particular car was recalled by Subaru of America. I was also told to call later in the week to find out when the new filters would be in and to reschedule the appointment accordingly. I thought it was odd that I should call to check on something your Service Department needed, but nonetheless, I did so and was told that the new filters were now in stock. The oil and filter change was conducted on October 15, 2005.

About two months later, I noticed that my car was leaking oil (e.g., noticed oil spots on my driveway). I looked under the car and noticed that oil was leaking from the filter (e.g., the filter was wet with oil dripping from it). I called your Service Department and I scheduled my car for service on February 11, 2006.

Upon inspection by your Service Department on February 11, 2006, I was told that the filter was indeed leaking. I was also told that I would be charged for the oil and filter change because I was "due" (e.g. 4,000 miles had elapsed since my first visit in October 2005). I disputed this charge with the Service Advisor, but I was forced to pay the $35 for the oil and filter change.

This is unacceptable.

I did not bring my car in for an oil change, regardless if it was "due" for one or not. I brought my car in because I was sold a defective oil filter that put my engine at serious risk of damage or fire. In order to replace the defective filter, the oil needed to be changed, but I should not have been charged for it. In addition, itís a 25 minute drive to your Dealership at which I spent a considerable amount of time on each of my three visits.

I should, at least, be refunded the $35 for my oil change.

I would like you to know that I have filed a complaint with the Better Business Bureau of New Jersey and that my friends, family, and coworkers are all aware of this incident. Also, I will never again use your dealership for service or for the purchase of a new car. Itís amazing how a small incident can cause such a ripple effect. However, there is an upside to this and I would actually like to thank you for this incident. This incident gave me insight into how your dealership conducts its business, before I made the mistake of purchasing my next Subaru from you, the Subaru STI.

Sincerely,

zee lee 02-15-2006 11:12 AM

Customer Satisfaction
 
Quote:

Originally Posted by blowpoptoe
Here is the letter I sent to them...it explains all that happened...

Eric Blumberg
Vice President
MARTIN CHRYSLER JEEP SUBARU SUZUKI
2900 Route 42
P.O. Box 720
Sicklerville, New Jersey 08081

RE: Service Department Issues
2004 Subaru Forester XT
Martin Subaru, Sicklerville, New Jersey

Dear Mr. Blumberg,

I am completely dissatisfied with your Dealership in Sicklerville, New Jersey.

I scheduled an oil and filter change on my 2004 Subaru Forester XT in October 2005. When I brought my car in for the service, I was told by the Service Advisor that the oil and filter change could not be conducted, because the oil filter for my particular car was recalled by Subaru of America. I was also told to call later in the week to find out when the new filters would be in and to reschedule the appointment accordingly. I thought it was odd that I should call to check on something your Service Department needed, but nonetheless, I did so and was told that the new filters were now in stock. The oil and filter change was conducted on October 15, 2005.

About two months later, I noticed that my car was leaking oil (e.g., noticed oil spots on my driveway). I looked under the car and noticed that oil was leaking from the filter (e.g., the filter was wet with oil dripping from it). I called your Service Department and I scheduled my car for service on February 11, 2006.

Upon inspection by your Service Department on February 11, 2006, I was told that the filter was indeed leaking. I was also told that I would be charged for the oil and filter change because I was "due" (e.g. 4,000 miles had elapsed since my first visit in October 2005). I disputed this charge with the Service Advisor, but I was forced to pay the $35 for the oil and filter change.

This is unacceptable.

I did not bring my car in for an oil change, regardless if it was "due" for one or not. I brought my car in because I was sold a defective oil filter that put my engine at serious risk of damage or fire. In order to replace the defective filter, the oil needed to be changed, but I should not have been charged for it. In addition, itís a 25 minute drive to your Dealership at which I spent a considerable amount of time on each of my three visits.

I should, at least, be refunded the $35 for my oil change.

I would like you to know that I have filed a complaint with the Better Business Bureau of New Jersey and that my friends, family, and coworkers are all aware of this incident. Also, I will never again use your dealership for service or for the purchase of a new car. Itís amazing how a small incident can cause such a ripple effect. However, there is an upside to this and I would actually like to thank you for this incident. This incident gave me insight into how your dealership conducts its business, before I made the mistake of purchasing my next Subaru from you, the Subaru STI.

Sincerely,


Amazing, lose a customer for $35

I currently have a customer satisfaction issue. If it is not resolved quickly, I include the fact in the "vendor review" sections.

SenorSubie 02-15-2006 12:12 PM

I feel that the charge for the oil change was appropriate

jrsc13 02-20-2006 12:41 AM

granted i work at a suby dealer in parts, but yeah they could have just switched the filter and topped it off, but really, how cheap are you? c'mom, subies have very few problems and while a little inconvient your were due for the change anyway, what you drive 7500 without changing your oil? remind me not to get one of YOUR used cars if this is typical of the care they recieve

Flyer 02-20-2006 07:53 AM

Hate to be argumentative but if you have regular oil, you should change every 5K or so (unless you drive a cab or severe service is normal). If you do a lot of highway miles, you can prob go more. With synthetic, going 15K with one filter change at 7,500 is normal. I've done this with every car and never had problems- taking three of them close to 200K miles before selling them with zero problems from current owners (friends) of those cars and no sludge, burning oil, and great gas mileage.

Changing oil at 3K miles is an unethical ploy by dealer service departments to make customers come in very often AND it is environmentally irresponsible as well. Even dealerships and oil companies are saying 5K or more with dino oil and 2-3 times as long with synthetic so don't be so quick to judge how this guy maintains his car. My Maxima had 243K miles and was still running fine when I traded it and back in the early 90s, I changed oil every 5K-6K with Castrol GTX regular. Sometimes I went 7k and when I traded it, the Honda dealer told me that my engine and tranny were in excellent shape though he simply had to wholesale such a high-mileage car.

I'm not defending anyone here- just pointing out that the 3K oil change is a bunch of crap that dealers and oil companies used to push to make more money.

It is a small sum of money and I would not care but another thing- I would not use "Subaru" filters. There are just a few that are really good and unless Subaru oil filters are made by the same Japanese company that makes Honda filters, I'm not using them. The new Amsoil, Wix, Baldwin, Mobil1, and Honda (Japanese version), Napa Gold, and the new K&N (not the old ones in 2003 or older) are the best ones tested and they seem to have consistent filtration and quality standards.

SenorSubie 02-20-2006 07:59 AM

If you want to get "in" on oil filters, another member posted this link to a website where a guy disected many different brands of filters, all for subaru vehicles (I think STI)

http://bescaredracing.com/sti/oil/filters/

worth your time to look at a few pics on there at least


Granted *maybe you are able to go longer on oil change intervals, but if you have your dealership change your oil, and that same dealership keeps records of all matenence done on your car, that would definatly help on your resale

Btw, there is no need to flame over 35 dollars, this DOES NOT meant that their busness is a poor operation!!

Why are you so inclined to ruin their reputation?

FXTIam 02-20-2006 08:11 AM

The fact that it was leaking meant a reputable dealer would have done something for you. In this case, "something" was obvious - an oil change. But, if they wish to take that attitude, and not give a dime when confronted by an unhappy customer, they just perpetuate the poor view most of the public has about car dealers.

Flyer 02-20-2006 12:25 PM

I think it's just good to keep this experience in mind when working with this dealer- that's all. If it becomes a trend, then it is worth flaming away to warn people.

I have been reading many oil filter reviews/cutouts/results. There are a few good ones but today I picked up 5 Balwin filters and will use those since they consistently rate well with no bad reviews. I also ordered two of their air filters.

The only one I have personally had problems with is Fram so I never buy those.


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