Bertera Subaru of West Springfield

Short story: Terrible experience with Bertera Subaru of West Springfield service department. They misdiagnosed my car TWICE, tried to charge me for services I did not approve, and required constant follow-up. On top of that, the service manager Glen Read was condescending, rude, and hard to get on the phone. Long story: I had a series of interactions with Bertera, most of which left me incredibly frustrated. In late June of 2018, I stopped by Bertera Subaru for the first time to purchase a spare car key and presented a few weeks later to have it programmed.I had noticed that my car was burning oil (about 1 qt every 1200 miles) and I inquired about the Subaru Oil Consumption Test. My mechanic had already checked for a leak and they did not find one. My service adviser informed me I would need to authorize the $125 diagnostic fee, but they would reduce this to the cost of the oil change and PCV valve. Okay. Well, they came back and told me "Tech found oil leak in pass side valve cover, tech recommends new valve cover gasket and new oil and filter." Estimated repair ~$600. Misdiagnosis #1 (and now out $125). On 7/27/18 I presented for this repair. I received a call halfway through my work day that "When the tech was going to perform the valve cover gasket repair he noticed that the oil was not coming from the gaskets the oil was coming from the cam carriers". Cam carriers estimated repair ~$1800. I told them I did not want to move forward with the repair. When I picked up my car later that day, they tried to charge me for an oil change because tech noticed "the oil was low" (It has been less than 1000 miles since my last one and I had extra oil in my car). I requested my $125 diagnostic fee be reimbursed, as the technician did not do a thorough job the first time and I was untrusting of the current diagnosis. Glen Read, the service manager, denied my request, arguing that the technician had properly diagnosed the vehicle (even though it took two times to do so), offering no apologies for my wasted time and effort, and overall was condescending in our conversation. He finally agreed if I take my car elsewhere to be diagnosed and they had a different diagnosis he would reimburse the $125 diagnostic fee. So that's what I did. I brought my car back to the dealership where I originally purchased it, gave them all the paperwork I had from Bertera, and asked them to verify the cam carriers were leaking. They weren't. In fact, they said there was no evidence of an oil leak, and recommended bringing my car to a different Subaru dealership. Haddad Subaru looked at my car, found no evidence of a leak, and promptly started the oil consumption test - under warranty! It took multiple calls/voice messages to get in touch with Glen Read again. I faxed over the technician notes from the two other dealerships, and was told he would take a look at the paperwork and make a decision about processing the refund after doing so, while not-so-subtly casting doubt that paperwork said what I told him it said. I called back the next day to confirm the faxed was received. No answer or returned call. I called regularly until I finally got him on the phone two weeks later. After looking into the matter, Glen informed me that the office could not find my paperwork, had no record of the check request, and he reprocessed it all for me. FYI this was the first time he was remotely polite to me, and even included an "I apologize." I received my refund check late October. I truly do not know if the multiple misdiagnoses were the result of honest mistakes, technician incompetence, or deceptive and predatory business practices. However, my overall experience with this dealership left a bad taste in my mouth, and I recommend you service your Subaru elsewhere.