Romano Subaru

I spoke to one of the service advisors last year (not sure of his name but he sits far left when you walk into service) about how ridiculous detailing prices are these days. He explained to me that they only charge 125 and do a complete detail on the vehicle. I was very happy to hear the price because it sounded real good at the time. I asked if the car has swirl marks do you remove them, he said sure, we buff them out and make the car look great inside too. I never made the appointment, but this year i was walking around the showroom (while waiting for my wife's Subaru to get serviced) i noticed how amazing the used cars looked in the showroom. I asked a sales person who does their work and he referred me to the gentleman in charge of detailing. I asked him if a car has swirl marks on it, do you detailers remove them, he also said yes. I asked him if it's something he does on the side or does he work for the dealer. He explained i have to setup an appointment for detailing in service. I setup the appointment and verified the type of work that will get done and was told the same. let me just say, the reason i ask about swirl marks is because my brother said the work he had performed on my car, would have cost me $500 if i were his customer. My brother is usually outrageous when he explains things. I dropped my car off (bmw m3 2003 convertible) without 1 swirl mark on the vehicle. I only go through touch less car washes and another human being has never touched my vehicle with a towel. I picked the car up and noticed they didn't clean the cup holder, the door pockets and seat crevices. I asked the service rep. Nicole to take a look and was told to bring it back so they can resolve the issue. On the way home, i had a hard time driving the car because the detailer put armor all on the steering wheel and my seats. Anyone that has driven an m3 would know how difficult this is considering the steering is so tight and you need a good grip on the steering wheel to drive it. The next day the sun was out and noticed swirl marks all over the car and it freaked me out. I called the dealer and was told even if we have to wet sand it we will resolve the issue. I brought it in on Tuesday and was told the issue will be resolved. I got a call to pick it up and was told i will be pleased with the results. THE SWIRL MARKS WERE NOW EVEN WORSE! The bugs that were on the front of the car were still there? I asked how do you detail in this shop and was walked to the detailing area and the person detailing was using a blackened (with dirt) towel and rubbing it all over the car they were detailing. I said to Nicole, this is the problem; he's rubbing the dirt all over the car and creating swirl marks everywhere. The manager showed up and started telling me the car came in with swirl marks. I said well if it did, you didn't remove them because your service advisor said the detail job removes swirl marks. The service manager Dave then said we're never going to make this guy happy, give him his money back. I explained giving my money back is not a solution because you ruined the finish on my car. The owner decided to chime in with the nastiest attitude one can ever think of. He yelled at everyone "I'M NOT TOUCHING THAT CAR AGAIN, GIVE HIM HIS MONEY BACK AND GET THE CAR OUT OF HERE!" So i went back to the service desk and spoke to the advisor and he said i never said such a thing. At this point i was thinking they have caused serious damage to the finish of my car and I’m going to go over this counter and choke this [violative content deleted]. Another person shows up and asks what’s the problem, i start explaining and he said he doesn't like my attitude. I explained in upset because these people are yelling at me and treating like a some idiot. I also pointed out the person that was yelling at me and it turned out to be the owner. The manager said not to point. I told the manager i don't know his name and I’m just pointing the person out. He says to me wait outside for your check and i did so. I will never take my wife's Subaru to this place again and will never buy another one from them again. They have an extremely bad rep when you point out an issue. Stay away from this place at all cost. I wish i can give them a negative star but the system doesn't allow it