We took our Subaru Legacy to Burt Subaru for repairs, and are as disappointed as possible with their service. They were condescending and rude, charged us an exorbitant amount of money and didn't even fix our issue (in fact missed a repair that ended up burning a valve and costing us a lot of money). The car was running poorly and had an error code for a misfire in a cylinder. They replaced the spark plugs and wires, changed the battery (?), did a 60,000K service and sent us on our way.
After replacing the battery, the alarm and keyless remote didn't work, as the doors would lock and unlock repeatedly while driving, and the alarm would go off randomly while driving. We took the vehicle back two times and Burt was unable to fix it, finally telling us that we needed a new alarm system. Funny, it worked perfectly before they changed the battery. We had the system and keyless remote disabled so we could at least drive the vehicle. We mentioned to Burt that the vehicle was making a funny noise when driving, and they told us we had bought cheap tires at Costco and should take them back. They made us feel stupid, and we slinked out of the service dept.
Worse, the vehicle still ran poorly and got bad gas mileage. We moved out of town (towing the vehicle on a trailer), and soon thereafter had the engine light come on again. We took the car to another dealer who said we had a burnt valve, and that our valves should have been adjusted when Burt worked on the car. The dealer said the valve wouldn't have burned if it had been adjusted when the light came on the first time. So, Burt did a number of unnecessary repairs but missed the real issue, which would have cost a few hundred dollars to fix, anded ended up costing thousands to repair. The second dealer felt this was pure negligence on Burt's part, and suggested we contact them to discuss the matter.
Additionally, the second dealer was able to reset the alarm/keyless remote, and laughed that the previous mechanic couldn't fix this. This dealer drove the car and said we had a serious wheel bearing problem, and that our wheel was about to fall off. Not bad tires after all, only a life threatening problem with the vehicle. Good thing Burt only cared to make us feel cheap for buying tires at Costco.
When we called Burt's service manager he wanted to argue about their repair, claimed they had fixed the problem, and disowned any part in the burnt valve. Meanwhile we had gotten a second opinion who also claimed Burt should have explored a valve issue. The Burt manager was rude and condescending on the phone, even saying "Like I care" when told we were going to take our complaints public on the web.
Bottom line—avoid Burt at all costs. They have the world's worst customer service, and are bad mechanics as well. Go anywhere but there. They are willing to charge a lot for unnecessary repairs, but don't want to actually solve customer's problems.
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