I purchased a brand new 2009 Subaru Legacy from Burt on July 31st of this year. It was fresh out of the factory and had only 7 miles on it. One would expect when purchasing a brand new car that it would be 100% road ready and problem free. Well, per Burt's standards I was way wrong.
First off, the car was missing a center cap for one of the rear wheels. Not a big deal, I figured it was just an oversight. I notified Burt and they said they would order it; like I said, no big deal.
Then after driving the car for a week, I notice it's pulling to the right a little. So, while driving on the highway I get the car centered and let go fo the wheel. Sure enough, it immediately pulls to the right (not to mention the steering is visibly not aligned). So I call Burt and let them know of the problem. They say "no problem, just bring it in and we'll take care of it." A day or two before I am scheduled to bring it in, a yellow warning light comes on in my dashboard. I make not if it so I can let the technician know when i drop it off.
So the day comes when I am supposed to take it in. Since I work a full-time job, I have to take time out of my work day (and I work clear on the opposite side of the city) to drop off the car for an alignment (which is costing me money in time I could be working and in gas). The first thing I tell them is that the alignment should be free since it came from the manufacturer unaligned. Keep in mind I tell them exactly what the problem is and do not request a diagnosis. They tell me that shouldn't be a problem and send me on my way.
After work, I go to pick up the car. I get there and the service deptarment attendant informs me that the light on the dashboard was signaling low tire pressure (odd, a car with less than a hundred miles on it losing pressure in the tires...). He goes on to let me know that the service dept. Manager test drove it and decided that it did not need an alignment, and that they put air in the tire which took care of the problem. I explain to the guy that I KNOW when a car needs an alignment and that this "service" is not satisfactory. I've been driving for over a decade so I know an unaligned car when I drive one (especially since 75% of my daily commute is highway). Frustrated, I let him know I will be calling the manager and more than likely setting up another appt. To have the service I had requested performed.
So an appt. Is made and I drop off the car for a second time. I inform them of the unsatisfactory service I had received the first time and that I expect the alignment to be free. The service dept. Guy says that is impossible and if I want a free alignment, I will have to use the one that i get with my warranty. We go back and forth for a while before I just give up out of frustration and let them utilize the free warranty-specified alignment in an effort to get the work done. At this point, I just want it to be over and done with.
So once again I head to Burt thinking my car will be fixed when I get there. The first thing they say when I arrive is that they ordered the wrong center cap and I will have to wait for the correct one. Irritated, I say ok and let it go because my major concern is the poor alignement that is wearing down my tires.
Then the service guy once again explains to me that the service manager test drove it again and didnt see a need for an alignment, but that he did put air in the tire because it was again low.
At this point, I have wasted time and gas on repeatedly traveling to their shop for service that is covered by the warranty yet they refuse to do. They are forgetting the most important aspect of customer service... And that is SERVICE! Now they want me to waste more time and gas to go back for a third time and take a ride with the service manger so I can show him the problem that i have been trying to tell them exists all along. These people are completely incompetent and I urge you to NEVER buy a vehicle from them or utilize their so-called "service" department.
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