Rafferty Subaru

TERRIBLE customer service. I had an appointment for an oil change and it’s been over 2.5 HOURS with an appointment. What gives, Rafferty?! You used to be reliable

Staff was friendly & very professional. I would recommend Rafferty Subaru if you are looking for a new car.

As I walked into the dealership I felt welcomed. Through the experience I realized they would always be there to help me with my new Forester. All of the personnel I dealt with were very patient and caring. It felt as if I became a part of their family.

Thanks for your service. I plan to use your service indefinitely.

Most excellent experience from start to finish. I?ve driven Toyotas for the past 20+ years?the Toyota dealer was on greedy side and lost me forever.

Wonderful experience, the customer service was very helpful. I was well informed about my purchase. They have also been following up on my feedback on my purchase and operating the various options that I have available on the vehicle.

Overall process was great. Everyone at the dealership were nice and friendly.

I telephoned my scheduled appointment and I asked to indicate that I have brand new Subaru led lights inside my vehicle. When I checked in at the service desk, I requested that the service advisor indicate on my work order that I have brand new Subaru led lights inside my vehicle. She did as I requested. When your light isn?t working whether it?s interior or exterior the first step you do when troubleshooting this problem is to change the bulb. If the light is still inoperable then you must do further diagnostic. I clearly stated that I eliminated the issue being a defective light bulb, once I stated that I installed brand new Subaru led light bulbs inside my vehicle. Therefore once this information was not only indicated on the work order but also perhaps verbally stated to the technician from the service advisor, the next step for the technician to do was to diagnose the problem beyond the light bulb. I received a phone call from the service advisor who is not knowledgeable about technical or mechanical issues concerning a motorized vehicle. Therefore she is relying solely upon the information she receives from the technician. She further states to me that the technician informed her that the brand new light bulbs installed in my vehicle are after market light bulbs and this was causing the issue with my left front interior light being inoperable. I immediately corrected her and I requested that she look inside my glove compartment for the box that my brand new Subaru led lights was purchased in. A person of sound mind and I?m of sound mind would never purchase after market parts and have them installed on a vehicle that they have a 7 year/ 100,000 mile warranty on. An intelligent person knows that, that can void their warranty contract in doing so. Be clear that I am very intelligent and I would never do something so stupid as such. Now after insulting my intelligence. I now receive another phone call from the service advisor stating that the technician is going to remove all of my brand new Subaru led lights and replace them with the light bulbs that were installed at the time of purchasing my vehicle. I told her that she will absolutely not exchange my upgrade led light bulbs. She will leave my light bulbs in their fixtures and fix the problem. I?m fully aware when purchasing parts that you type in the year/ make/ model of your vehicle and if your purchasing directly from the manufacturer,(as I did) whatever original or upgrade parts and accessories that is compatible with your vehicle that will be the only options you can select your purchase from. Also inside the 2019 Subaru Ascent Touring Manual it states that the Touring Trim was to have had led lighting installed throughout the entire vehicle. My vehicle did not have led lights at the time of purchase, although it was indicated that it should?ve been. I telephoned the parts department who instantly knew me and after I had explained to him the difficulty that I?m having in the service department, he immediately went and educated them about my Subaru part?s purchasing history as well as how to further diagnose the problem. I also telephoned then messaged the Service Manager and the Vice President of the company and rudely have I yet to receive a call from either of them. To also add more rudeness to my treatment from the Service Department, when I came to retrieve my vehicle the Service Manager observed me with eye contact and he went and hid in his office to avoid me. He also instructed all his service advisors not to wait on me. Therefore once again I?m standing at your entry way, the only customer there waiting to be serviced. I then asked your valet attendant to take me to the cashier?s office so I can get out of this rude, unprofessional business establishment which I?m now further questioning are you racist???

Service was performed while I waited. The staff was friendly and all seemed to be enjoying their jobs. Estimate of time needed was accurate. Very positive experience.

Last Friday, my wife came to the Rafferty Subaru to replace a bulb in the left taillight. The job was worth $22 including parts and labor, but she was offered to replace the entire taillight for $263. She declined their offer and requested that only the bulb be changed. They kindly agreed to do this, but when she came home, I noticed the taillight was no longer properly installed. Now, there was a wide-open gap between the taillight and car body, which was wide enough to see the internal wiring. This brilliant innovation would result in water flooding the taillight through the gap during the first rain. At this point, my wife felt that her trust in Rafferty’s ability to manage a bulb replacement was grossly misplaced. It took considerable effort to convince her to give them another chance, but she eventually agreed, and in the spirit of spousal support, I decided to join her for the next visit back to the dealership. When arrived, we were greeted by the service manager Ken. For starters, he calmly stated that after the bulb replacement, the taillight was reinstalled correctly. Rafferty is entitled to their professional opinion, but I, perhaps irrationally, concluded that such a gap could endanger the car electric system and affect the safety of driving. I encouraged Ken to look at the other taillight, which had no such gap. He looked and kindly changed his mind. He now stated with confidence that the problem was due to the car being older and not due to their workmanship. I indicated to Ken that there was no such gap prior to the attempt to change the bulb and offered him to look at a taillight photograph I had. Being a reasonable person, Ken changed his mind yet again and took the car back to the shop. Five minutes later, the car came out of the shop and gap had disappeared, truly demonstrating Rafferty’s technical capability. Bravo Rafferty! We appreciated Ken’s willingness to fix the dealership mistake and wanted to give him an opportunity to better the situation. I asked if he would agree that this ordeal was simply due to negligence in the shop, but Ken strongly denied our assertion, nor did he provide any explanation for what had happened. I expected that he would apologize, but he stated again that the dealership was not at fault. With that we left. It seems like this all wouldn’t be such a big deal as they did, eventually, fix the problem to our satisfaction. Yet, it remains bothersome that Ken came up with three different explanations and refused to accept any responsibility. He truly proved to be a devoted Rafferty man as he did not offer an apology after they fixed the problem that they themselves created. If this is the way Rafferty operates with changing a light bulb, I can only imagine what takes place when they conduct more complicated transactions, like selling cars. And since Ken is the manager, it appears that his style reflects Rafferty’s approach and commitment to customer service. It would’ve taken a simple apology to keep the two of us as customer, and we will sorely miss Ken as we do not plan on visiting the Rafferty dealership any time soon. Other unsuspecting customers be warned: conduct business with Rafferty at your own risk. Or go elsewhere. P.S. As a side note, Ken was not wearing a mask while talking with me and my wife. The distance between us was less than 6 feet, and I asked him to put his mask on. He declined stating that he was vaccinated. But since his credibility had already suffered, I couldn’t ignore the possibility his vaccination status was a bit overstated. I am nearly 67 and although I clearly indicated I was uncomfortable with Ken not wearing a mask, he didn’t appear concerned. I don’t know the Rafferty‘s official policy on COVID-19 measures and if it is compliant with state and local regulations. But it doesn’t look like Rafferty is willing to accommodate customers’ concerns about their safety while visiting the dealership. Conscious customers should not