A long and arduous story....My Experience with Richmond Subaru!
Generally speaking, I am a very patient man, but this dealership (management)has pushed me to my limits. Some of this story is a venting session for me as communication is everything and the management lacks communication skills.
I bought my 2016 Impreza from this place because of a positive experience I had with the salesman(Scott) later the sales manager (at the time of the sale). The sales process was less than great in my case, but it was resolved by someone (unfortunately I forgot his name, I was told the owner). The deal was already worked out. Just needed to complete the paperwork. My opinion is it was poor communication between a salesman over who gets to see the finance department people(I was not financing). ( I decline to name the salesman involved...its not worth the aggravation!My salesman was fine.) I was given, "Oil Changes for Life" as long as I owned the car as compensation for my fustrating experience. It took almost 3 hours to complete the paperwork. The owner told me you won't have to do a thing, we have a great service department and it would all be entered into their computer. Great I thought! I didn't even have to express my displeasure as he had witnessed it all. I thought this was not a pleasant experience, but he was being very generous to resolve this issue this way. I was thinking this guy knows how to communicate!
Now, a year later almost and every time I go in, I get challenged on whether I should get a free oil change. They all say its part of a lifetime oil change service (paid service plan which requires regular service and then an oil change is free) for which a certificate is issued. The certificate explains the limitations and restrictions. Each time I ask then where is my certificate, if this is the case as I was never given one. Each time, I am told, I don't know. It was probably forgotten. On both occasions they say they will look into it and get back to me. Well on this second occasion, I asked for someone to specifically get back to me as I wanted this sorted out one way or the other. I just wanted to know what exactly I was supposed to get. I was told that day there were no managers present and was told to talk to someone named, Dicken Lau. This person shall we say lacks any customer service skills. We are standing in the service department and he is yelling at me and explaining to me about the lifetime oil change service. I keep repeating that I am not deaf and could he please lower his voice. (This was witnessed by all of the service staff) I told him, I did not buy this service and no one has ever given me this certificate.
I ask him to please get me something in writing to explain what I am supposed to get to sort this out. This is witnessed by the service advisor, (Quinton who is probably one of the most professional persons I have dealt with there). He and the receptionist actually apologized to me and my wife for the yelling after. Anyways, long story short, Dicken promises to contact the owner/senior manager to sort this out and get back to me. I thought, ok sounds reasonable. Well, after 3 1/2 weeks nothing. So I call, No Dicken available. No managers available. I unfortunately tell the whole story to someone named "Jim". Not sure of the name and he said he would talk to Dicken to find out what is going on and get back to me within a few days. Nothing for 2 weeks, then I call again. No managers available yet again. I drop in while running some errands a few days later. No managers again. The kind receptionist and Quinton noticed that I am upset yet again with no returned calls by anyone. The receptionist takes it upon her self to ask for my information so that the service manager can contact me when he comes back. I get a call back later.
At this time(in this super long story), I just want to say is that common courtesy is that if you promise someone something(like a call back)...follow through. If there is perchance an issue, then I would expect a courtesy call to atleast say there is a delay or explain the issue. We all know stuff happens, but to be ignored is outrageous! I talk to many friends who have bought subaru's in the last few years and I always used to tell people about my experience at richmond subaru minus the hiccups and how it was resolved, but I always said that they were reasonable. Unfortunately no longer! I also have to state at the best of times, I hate driving in richmond. the drivers are crazy...I doubt some of them have a license.
(back to the story)
After some telephone tag with the service manager(Mathew I think that name was), we talk (I tell the story yet again) and he promises to look into the matter and talk to the owner. I do get a call back and long story short my “free oil change” is subject to the certificate program. Ok. Not what I wanted, but atleast a decision finally. I accepted it. I asked if he could mail it to me. He said ok.
It is now August 2017…this whole thing started in March 2017 and I still don’t have the oil change certificate information.
Now I don’t recommend Richmond Subaru for anything…just safer that way!