We had an awful experience here. We came in to get an oil change and everything looked over before a small road trip down the coast. At this point, we had our car for about a month, and almost everything was replaced 100 miles before we bought it. We had 0 issues with the car- no check engine lights, no overheating, no leaking, nothing- and we are very vigilant about checking the condition of our car after a bad experience with a car being totaled in a very remote area of the Yukon. I have no qualms about the oil change that was performed, that was fine. My issue is with the list totaling 8000$ of "needed repairs" that was given to us after. Like I said, this was for a car that had everything replaced 100 miles before we bought it. The woman working went down the list with us, telling us all about the things that needed to be fixed and how her shop would do a better job than anyone else, discouraging us to get a second opinion. Nevermind the fact that half of the "photos" on the inspection she gave us were blurry and hard for us to see, which she admitted to as well. She even tried to claim very obvious defects, such as leaks, which we had NEVER seen before with this car. My wife and I, obviously very upset, went outside to take a minute to discuss what to do. Given that the price of repairs cost more than what we bought the car for, we decided to tell her that we would not be booking any future repairs as we would be trying to sell the car. Immediately she had a change of tune, and suggested that we SUE the place we bought the car from. She even gave us contact info for the attorney general(obviously not understanding that an attorney general is not for the public). She seemed almost scared that she would get caught doing something she shouldn't have been doing(such as falsifying repairs that needed to be done?) as she pushed everything onto the person we bought the car from, who was a reputable, locally well-known used car dealer. She couldn't have gotten us out of there faster, but not before telling us to drive with the heat blasting as the car could "overheat any second", to which our reaction was WTH? since like I said before, we had never had a SINGLE issue with this car. We drove home(without the heat blasting) and as to be expected, had zero issues. We talked to some friends and family members who worked as mechanics and they were all shocked and surprised. We ended up getting the car inspected 3 other times by multiple different mechanics and they all said the same thing: "This car is perfectly fine!" We even gave the 8000$ list to a mechanic who looked at everything side by side and told us that we were clearly being scammed, which was what our conclusion was as well. All of this occurred in mid-June. We have since driven the car probably ~5-7000 miles without a single issue. We lived in a rural area of Whatcom County and drove on average, 75-100 miles a day between driving to work, running errands, etc. The kicker to it all: We just got finished a 2000 mile road trip back to our home state of Alaska. Not a single issue.
Hi olive thank you for taking time and writing a review for our shop. I first recommend you to go back to your complimentary digital inspection we performed (if you need me to re-send it, I can!) that had both videos and photos (I also could not find any photo that was blurry) and send it to a Subaru dealer, someone who knows about Subaru’s and/or someone who knows what hydrocarbons in the cooling system of a vehicle mean. Refer to the specific photos & the 1 video under Under Hood: “Engine Coolant / Antifreeze Condition”. We first found when removing the radiator cap, that we could not see any coolant in the radiator. We then checked your overflow bottle (aka coolant reservoir) and saw that the coolant was not clean, it looked oily, was over full, and smelled like exhaust. Knowing you were about to head out on a long road trip, my shop manager wanted to do a quick free hydrocarbon test. See in the photos & the 36 second video that your cooling system changed the hydrocarbon test fluid to yellow/green from dark blue. (This fluid changes colors when exhaust gases are present, please research) Exhaust gasses getting into the cooling system can be present due to the following : Failed head gasket, failed cylinder head, and or engine block issues- all of these being major repair jobs- we would not be able to know exactly which one of those was causing the exhaust gas in coolant without first removing the cylinder heads. Exhaust gas being in the cooling system can also cause the overflow bottle to over fill, which was another firm reason why we wanted to perform the quick hydrocarbon test for you. I have been doing this job for 10 years now, I never push anyone to make any type of decision, especially a big decision like this, nor have I ever steered anyone away from getting a second opinion on such a large investment that is needed. You stated that the place you bought the car from had just done the headgaskets on this vehicle, which I told you there was an issue with that area on your engine. There was ground wires left loose and the air filter box bolt wasn’t tightened down either (see photos on inspection) We also we saw that the timing belt was just done according to a sticker placed under the hood a month prior (may 21, 2020 & 2,000 miles ago) and found that there was oil dripping out of the timing cover (see photo of sticker and the oil leaks on inspection). After explaining to you that you should go back to the place that you bought the subaru from and ask them to repair it again properly or get your money back, you stated that that place probably wouldn’t help you do that. After us talking for about an hour about your vehicle and going over multiple options (one of which I explained to you about the quality of work we do with a life-time warranty), I apologize you did not fully understand my intentions on giving you laws about cars being sold that have a failure that will cause the car to be undriveable. The attorney general states that dealers can not sell a car for $5k like this one, and it not be able to do what other $5k cars on the road are doing. I wanted to come on here to write to you to hopefully help you understand our conversation a little more. I am currently on maternity leave with my wife and new daughter till the day after Labor day. But please feel free to reach out to my email [email protected] or give the shop a call after labor day to talk some more if you would like to. The last thing I want is for you to mis-interpret our inspection or our conversation. This is why we do the digital inspection with not only photos and videos, but information written out that are easy to read without needed to be mechanically inclined (and you can read it any time after leaving the shop, as well as send it to anyone else for more opinions on the interpretation of it), to stay 100% transparent. and so that our customers can be educated to make the best decision for their vehicle. Thank you!, Brittany- GM
- Rod's Japanese Auto Care