I brought my 2005 Subaru Outback to Duval Subaru for the 60,000 mile maintenance. I was told that they have no loner cars (August 09) but would be happy to arrange a free shuttle service. Since I was going out of town in the coming days, I decided instead to leave my car for a whole week and have the mechanics perform the 60,000 mile check, inspect the brakes, and perform some body work and detailing. For the maintenance, I was quoted under $1,000 - which I approved. The body work and detailing was a little more but I OK'd that over the phone after I had left town. When I returned a week later, the body work and detailing had not been finished, or even started (I guess my car sat around for a week and no one made an effort to get done what I had asked?). Furthermore, the maintenance alone was now billed at over $1,300. I had not authorized another $300 in repairs. I accepted the car and began my drive home. As I approached the intersection of University and 34th St, I began pressing the brakes AND MY FOOT HIT THE FLOOR. I shifted into lower gears and used my parking brake to stop in a turn lane and waited for AAA to bail me out. After towing the car back to Duval (the dealership had closed for the evening) and leaving the car outside the gate, I decided I would be at the dealership first thing in the morning to sort things out. At 7:30 AM the following day - interestingly enough on my way to the dealership - I got a call from a service representative telling me they hadn't been to get the body work done (Gee, I had figured that out) and asking why my car was parked outside the gate; I lividly explained my ordeal and asked to meet with the service manager when I arrived. The service manager was very apologetic and arranged for us to take a Mercedes loner car for a few days until the body work was completed and the brakes re-inspected. This was the "least they could do." It certainly was and this is where they stopped trying to correct their wrongdoing. Three days later, when the work was finally done I attempted to sort out my bill. Naively, I assumed the dealership would knock down the price of some of the maintenance work, as their negligence had almost killed me. Instead, I was coldly told that "well, we didn't charge you for the loner car. Usually a Mercedes loner is $75 a day." In the end, Duval Subaru failed to get the work done on time, carelessly allowed my car to leave without functioning brakes, and had the nerve to ask that I pay full price for the maintenance because they comped a loner car. I would not recommend the Duval Subaru service department to anyone. Unless your car is still under warranty, take it somewhere else. If you do take it to Duval, check your brakes before you leave, and don't expect much!
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