Matthews
I really wanted to like this place. My partner has been using them for years. I like that they send over pictures and an update on how things are going. They’ve seemed smooth and easy to work with when I came in with my partner for 2 of his cars in the past couple months. But they lied to me so they could do unnecessary work for an extra $250. Then Brian, the sales rep, was hostile and kept changing his story. I brought the car in for 30k maintenance. At drop off, I asked if they would be following Subaru’s recommendations. He said yes. He stared at his screen and said that CVT fluid replacement was required and it would be about $250. I asked AGAIN to confirm that SUBARU was recommending that and he said “Yes, I’m looking at it right now.” I even mentioned I’d go home and check myself. I also told him I had replaced the cabin air filter just a few days ago. I looked up Subarus recommended maintenance. Subaru considers CVT fluid lifetime, meaning it should always be inspected 30k intervals, but never replaced. I read through several owner forums, and many people agree replacement every 60k would be a good idea, even if Subaru considers it “lifetime”. NO ONE discusses changing it every 30k. So when they called to say my car was done, I shared that I was not happy about them telling me it was required by Subaru at 30K. At this point I was not angry or asking for anything. Then Brian (who is not the guy I spoke to at drop off, although I didn’t realize it on the phone), goes on and on about how “Subaru wants to make it seem like it’s cheap to own the car so they make bad recommendations. We’re following the CVT fluid manufacturer’s recommendation.” (As if the fluid manufacturer doesn’t have their own agenda?!). They also say my cabin air filter needs to be replaced and when I remind him that I had already told them it was done a few days ago, he changes his story to say they didn’t bother looking at it and just went by mileage. Apparently, this is standard practice for them to not bother looking at air filters (both cabin and engine). On the way to pick up the car, I call my partner, who was there for the entire drop off. He agrees that I was very explicit in asking if this was Subaru’s recommendation at least twice and that I made it clear I was only agreeing to it because that was Subaru’s recommendation. So when I get to the shop, I tell Brian that I’m really not happy about being lied to. He then gets defensive, hostile, and angry. At this point, I say I was considering asking for the $200 off and still considering them for the future, but with his attitude there’s no way I’m coming back and my partner won’t be brining his 3 cars in any more. Brian’s response was, “Good.” There was no further conversation. He did take $200 off. But he was an a**hole about the entire thing beginning to end. Note, added their report about the air filter. It says they looked and it’s “dirty”. Here’s a picture of the air filter taken in their own parking lot after I picked up. Clearly no inspection done.