Did Subaru Screw Take Advantage of Us - What Should I Do?

jesho on 06/01/2019 - 10:10

Hi Guys,

Last week my partner took her Subaru Impreza into the dealer to address two outstanding recalls on the model. Only when she dropped the car off in the morning they told her it would cost approx $150 and that they'll also clean the air conditioner. Obviously, there should be no cost associated with the recall and we were, therefore, paying $150 to clean the air conditioner. I was pretty furious picking up the car, it seems like they were being very opportunistic and conniving in finding something to do and charge for whilst the car is already there and their staff is already working on it.

I want to call up and complain but I don't really know where I stand. The guy did tell my partner about the cost and that they'll clean the air conditioner when she dropped it off but they made it out as if that was the cost of rectifying the recall and they'll do the AC clean for free.

I want to call up to complain but I'm not very good at these things. Do you think there is much point in my doing it? Have any of you had similar experiences? For what its worth, if my partner was told that the work to address the recalls was free would you like us to clean the AC for $150, she would have definitely said no. I'm pretty galled that they would even try something like this.

Thanks,
Jesho.

Automotive

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Comments

        • solidussnake on 08/01/2019 - 13:05

          Sold it and bought a house im renovating instead so nothing atm but next car either a cla45 or the gla45 want something fast comfortable and good quality

    • Bid Sniper on 08/01/2019 - 13:04

      I have a 17STI, no issues at all. Never hears any issues with the 6MT.

      recommended talking to https://msengineering.com.au/

  • lostn on 07/01/2019 - 00:04

    They normally have to inform you the costs and get your approval before they carry out the operation. If they did that, you had the right to say no. Just recall, don't bother cleaning the AC.

    If they didn't inform you, then you have good reason to be mad, and should have told them, you didn't inform us and had you done so, we wouldn't have authorized the cleaning of the AC.

    Whenever I get my car serviced, if they discover some things that need fixing that weren't part of the scheduled service (e.g. wipers, globes) they will call me and tell me how much it will cost and whether they should proceed with it. That's the standard of service you should expect from a dealer.

    • John Kimble on 07/01/2019 - 00:09

      You've missed the point.

  • JIMB0 on 07/01/2019 - 05:06
    +3

    You're lucky you didn't get done for injector cleaning and blinker fluid replacement as well.

    • kickling on 07/01/2019 - 08:36

      That reminds me. Gotta refill my headlight gas.

  • Pantagonist on 07/01/2019 - 07:05
    +5

    So what you're saying is that you weren't Imprezed with the service you received?

    • jesho on 07/01/2019 - 18:24

      haha yes!

  • Slippage on 07/01/2019 - 07:39
    -1

    Welcome to owning a car.

  • ihbh on 07/01/2019 - 08:29

    Did your partner ask them to itemise the costs and put it in writing?

  • snks2k on 07/01/2019 - 09:49

    Also what they love to do is say the cabin filter is dirty - 90 bucks for park and labour
    i found filters on ebay for $7 and and a youtube video which turns out to be literally a 15-20 second job. tested it myself… 1st go only took me that long.

    But we all know that is where the business really makes their money.

  • jacross on 07/01/2019 - 10:28
    +1

    My wife had a Toyota Yaris that had probably 3 or 4 recalls during her ownership. She was never upsold during these.

    I've put my Liberty through two recalls since purchasing it used in May, and neither time did they try to upsell a service.

    I find the practice of upselling a service during a recall to be very very cheeky indeed but your partner was dumb enough to fall for it. This is a great learning experience for your partner and an opportunity for personal growth and wisdom. Sometimes that is more than worth $150.

    You should also call the dealership and express your concerns that they took advantage.

    • iSamurai on 08/01/2019 - 04:54
      +1

      Same. I’ve got a Mitsubishi and I’ve gotten about 3 recalls. Like replacing a screw or something minor. I was never upsold anything. The dropping off and picking up the car was the most annoying/frustrating part.

  • Herbse on 07/01/2019 - 10:31

    The way you word it, it does sound like they took advantage and mixed the wording to make it sound like the payment was needed.
    Check the receipt, it will tell you exactly what was done and report back here. The recall for the airbag is a dash out job, which is a full day of labour. If they did a thorough clean of that, then $150 is justified.

    Not that consumers, or especially anyone on here cares. But Subaru have had to do this recall on hundreds of thousands of vehicles, for a fault that was not their own. Takata went bankrupt and are not paying Subaru for the damages. So although what's happened to you is wrong, it sounds like they are finding ways to recoup a little.

    I've found with the 3 Subaru vehicles we sent to them for the recall, the service centre was super nice, very accommodating and friendly. So we booked our service there at the same time, which they were good at as well. And we have been going back ever since and not saving a few bucks by going to a non dealer service centre.
    That's a better way to make the money back from the recall costs.

    If you called up head office and explained your situation and that you're unhappy with how it went down. I have no doubt you would get a refund immediately. Don't speak to the dealership, call HO and customer service or complaints.

    • jesho on 07/01/2019 - 18:27

      Yeah, I agree 100%, the airbag is out of their hand and even the other recall, some software update, I'm not upset about. Just the opportunism to charge for something we wouldn't have need done otherwise! I'll call HO and pass my feedback. Cheers

  • iknowtj on 07/01/2019 - 10:51
    -1

    Your partner authorised the repair/service/clean/sales add on tactic.

    You won't be getting a refund.

    • UFO on 07/01/2019 - 20:53

      Nope.

      She wasn't informed of the correct costs, so was misled in authorising those repair/service/clean/sales you speak of.

  • Eeples on 07/01/2019 - 15:04
    +3

    You should have told your partner that the recall is free considering that she is the one checking the car in.
    This would have put her in a way more informed position to decide about the offered air conditioning cleaning.

    I also think the dealership should also have informed her that the recall was free. And again that would also have better informed her air conditioning clean decision.

    If it was me I would be disappointed with everyone; me, my partner and the dealership.

    • John Kimble on 07/01/2019 - 15:21

      If it was me I would be disappointed with everyone; me, my partner and the dealership.

      hahaha

    • jesho on 07/01/2019 - 18:28

      haha, bit harsh mate but yeah I guess nothing is a given these days. Should have been extra cautious, didn't even cross my mind to spell it out, to be honest. Lesson learned there.

    • pformag on 08/01/2019 - 14:44

      It is up to the person who says yes to the Air Con clean, not the dealership who offered the clean.

  • Kamsi on 07/01/2019 - 17:14

    From this post, whenever I'm going to the dealer for service checkup and they call me to say they're going to replace the air filter, I'm going to think really hard to say yes go ahead.

  • jesho on 07/01/2019 - 18:30

    Quick update all. Forgot the receipt at home so didn't have the chance to call. As some of you have commented, it might be advantageous having the itemized receipt with me. I did ask around work though and unsurprisingly, these kind of tactics are pretty common across manufacturers. Resigned to the fact that I'll most likely not get a refund but I do feel we have to voice our displeasure otherwise they'll think this behaviour is fine. Tomorrow it is!

    • MessyG on 07/01/2019 - 18:40

      I don't know, I think you should ask for the refund and tell them you're going to make a complaint to the ACCC if they don't. Then complain to the ACCC for misleading practices. It might not score you a refund but every year the ACCC publishes the names of companies that get a lot of complaints for the same thing, which in turn cause people to avoid them. Get 'em that way.

      Not looking forward to getting my Takata airbag recall situation done.

      • jesho on 07/01/2019 - 18:52

        Hopefully, my experience serves as a lesson for you and others! Be vigilant.

      • UFO on 07/01/2019 - 20:58

        It is definitely misleading, and definitely something the dealer should be pulled over the coals on.

        ACCC, media, Choice (their shonking awards section would love this story!).

        I can see it now, a picture of your Mrs holding $150 in one hand, the bill in the other, with the Subaru Dealership in the background.

        Front page worthy in a local paper I reckon. Crooks.

  • Kegsta on 07/01/2019 - 22:29
    +2

    Post your honest experience as a Google Maps 1/2 star review, with your name clear as day on there. I wouldn't be surprised if you get a call about it within a few hours offering to rectify the situation.

    • jesho on 08/01/2019 - 13:09

      Will do this, thanks.

      • pulpfiction on 08/01/2019 - 20:34

        Wait, so you’re not game enough to complain and seek resolution directly, but you’re willing to leave negative feedback on a public forum? That’s hella weak. Give them a chance to resolve it, and failing that, go to town.

  • j24bauer on 08/01/2019 - 09:17

    Complain to everyone…the dealership, Subaru Australia, consumer affairs, accc, your local MP (lol) leave bad reviews on google maps/facebook…just to cause them a bit of trouble

  • Bid Sniper on 08/01/2019 - 13:01

    Screwbaru, which dealership Tydans?

  • jesho on 08/01/2019 - 13:16
    +1

    The receipt from Subaru says:

    Fresh, Clean Air
    Breather Clean Healthy Air All Year Round
    Air conditioning System Cleaner

    Total Labour $78.32

    1 Air Con Treatment
    Cost $55.32

    Does that sound reasonable?

    For some reason we were charged $147.00. I'll have to investigate further, only going off a photo of the receipt atm.

    Quick poll, is it better if I call up to complain or get the partner to? Might be more authentic coming from her, but I might push it harder.

    Cheers guys, surprised at how rampant this behaviour is.

    • Herbse on 08/01/2019 - 14:09
      +1

      It looks like they used the aircon treatment pack
      https://www.amazon.com/Subaru-Genuine-SOA868V9315-Climate-Cl…

      Which has a somewhat tricky process to use
      https://www.subaruforester.org/vbulletin/f138/how-clean-your…

      The charge itself is justified for the work done.
      Whether you think them co-ercing your partner into doing it is another thing. The dealership always asks me if I want to do similar things, I just say no.

      Before leaving negative feedback, just call their complaints department and tell them. Otherwise be happy you will have nice smelling air-conditioning this summer.
      It's not like they took your money and didn't do anything

    • xuqi on 08/01/2019 - 18:15
      +1

      Consumables + Labour + GST = $147

    • neyo on 08/01/2019 - 22:58

      GST for the difference bruv

  • pformag on 08/01/2019 - 14:42

    They mentioned a cost, it is up to you to say no.

  • paizuri5 on 08/01/2019 - 21:11
    +2

    Mate - I have a brand new Liberty 2018. I've never bought a new car before (didn't want to either) and I'm wondering what to do as well.

    On my very first tank of petrol - I ran out. I have never in my 10+ years of driving ran out of petrol. The indicator said I had 70 km remaining and the car died after about 20 km.

    I had this complimentary NRMA "insurance" that the dealer threw in, but they said they couldn't come and fill up the car because it was on a highway. It needed to be towed to a petrol station and that was apparently going to cost $240. I was livid.

    Fast forward a few months and it turns out they have a factory recall because the petrol indicator was faulty - and they don't even have a fix until late Feb. Wondering if I should try to seek compensation for the tow.

    • John Kimble on 08/01/2019 - 21:18
      -1

      Don't you get at least one free tow a year with NRMA?

      • paizuri5 on 08/01/2019 - 21:30
        -1

        I'm not sure what the poverty insurance was that the new car owners get. It was such a mess trying to sort it out. I called the actual NRMA roadside assist number and they told me I had the wrong number, had to call the dealer's insurance number. Then they had no clue what I was talking about and took ages to find my car because it was brand new and probably not even on their records (as I said - first tank).

  • Lexan on 08/01/2019 - 22:43
    -1

    The cleaning should be free. Free because it's inconvenience for bringing the car due to recall. Recall is their fault.
    I have a Lexus is350 and never had any problem with the aircon.

  • jesho on 18/01/2019 - 09:56
    +1

    Hi All,

    Good news. Following Kegsta's advice, the misses left the dealership a 1 star Google review with a spiel of what happened. The manager promptly responded and following a few emails we should be receiving a full refund imminently.

    Just goes to show that we have the means to fight back against these dodgy tactics. The question now is what should we update the score to? Glad the refund came through but it was a pain having to chase it up. 3/4 stars?

    Thanks for all your help, we're putting the $150 into savings.

    Jesho

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