map-marker Granbury, Texas

Dealership service illegal activity

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Yesterday, I picked up my 2017 Subaru Forester (34,000 miles) from Hiley Subaru (Ft Worth, Tx). I'd had a road hazard event where my right front tire had been damaged due to a driveway culvert with metal protruding. At the same time this happened, after changing to a spare tire, my car wouldn't start. Eventually, I jumped the car and started it; however, a "check light" stayed on, as well as other lights. I had a friend follow me to give me a ride home. The next day, Lauren at the service desk, called to say there was nothing wrong with the car's electrical system, except the battery had a bad cell and Subaru would replace it with a new one - free of charge. Lauren stated she had spoken with the shop and was told I needed to buy all new tires, as the wear on my present tires was excessive. She said because my Subaru was an "All Wheel Four Wheel Drive", vehicle, putting a brand new tire on my car would place my drive train in jeopardy, as the tire tread would not be the same. She quoted me a little over $800 for new tires and a four wheel alignment. I told her this was not a good time for me and I could not afford new tires. Then she said, "Wait, maybe those are Bridgestone tires and not Yokahoma tires." She said she'd call back, and she did, to tell me I could get four of the original Bridgestone tires for a little over $600. I said again, "I can't afford that at this time. I said I had the tire and wheel hazard insurance which says someone needs to replace the tire with a new tire. I told her to just put the same-type of new tire on my car and I would put new tires on my car later in the year. Lauren agreed to putting on a new, single Bridgestone tire on my front right wheel. She said I could pick up my car the next day (two days in the shop). Nest day, I stopped by to accept the car and to park it elsewhere on the same lot (next to the service garage door), as I had to get someone to help me to pick up the car from Granbury, TX. Lauren parked the car for me and gave me the key. I left Hiley Subaru to return later that evening to pick up my car. I never once looked at the replaced tire or I would not have accepted the car. I believe the tire is dangerous. Note: Hiley Subaru does not have loaner cars available for its customers. When I bought the car I was made to understand loaner cars would be made available for customers when their cars are in the shop. This afternoon, the first time I have used the car since returning from the dealership, I was shopping for groceries. I pulled into my drive, with the steering wheel turned far left. As I was unloading groceries when I noticed the tread, on the replaced tire, it was same tire Hiley Subaru put on my car and had told me it was a brand-new Bridgestone tire. The tire is heavily warn-out and has weather cracks between the worn tread marks. Compared to my other tires, I'd say this tire must have over 60,000 miles on it. I checked out the service receipt Lauren gave me when I'd left Hiley. The receipt states the tire costs $153.00, plus other costs. The charges were passed on to the warranty and I'd signed for it. Within the hour, I called Hiley Subaru to report the fraud. The representative told me the service department had closed. Upset, I called to speak with Hiley's manager. He told me no one could help me till Monday morning. I told him the tire wasn't safe to drive with. He said he was sorry and offered me a phone number (1 80*-782-****) to call. I repeated what the service department had done to me was illegal. We weren't getting anywhere and he refused to try to contact another manager to resolve this issue. I asked if my call was being recorded, the manager said, "Yes". At that point, another manager(sales, I believe) spoke with me. In the end, he told me there was no way the service department had done what I have accused them of... He went on to say that I should call after 8:30 on Monday morning to speak with someone who cared... I told him he needed to do what he needed to do and I would lodge a complaint with Subaru Corporate. I love my Subaru and all the Subaru's I've owned (possibly over 30 - I was a part-time Subaru mechanic working my way through college. I do not like Americans who go out of there way to cheat their own customers. I have thought the world of Hiley Subaru in the past and Lauren, in the service department is knowledgeable, friendly, courteous and a high-point with my dealings with Hiley Subaru, but what has been done to me is outright fraud and they have passed the costs to Subaru of America. My email is sterling_hubbell@***.com I need to speak with someone who really cares and my car needs to have the best care possible. Hiley is the closest Subaru near me and still close to 40 miles away! Thank You, (Dorrance) Sterling Hubbell In order to agree to terms of service be forwarded to Subaru, I must check a box saying I am a "PIssed Consuer".
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  • Service sometimes
  • Subaru forester
  • Salesman that helped me with the car
  • Disrespectful and dishonorable sales manager rob
  • Subaru customer service
Reason of review:
Order processing issue

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