Sutherlin Subaru

Purchased an F250 that was “certified pre-owned with 200+ point inspection” and “new brake pads and rotors” on November 29th. I purchased an extended warranty for $5300 as well. I was told this warranty covered “all electronics for 5 years” and also a lifetime powertrain warranty that also “covers the diesel emissions system unless it’s tampered with”. Those are the 2 specific questions I asked, otherwise I would have not purchased the warranty. It was very cold outside. It decided to warm up on December 18th so I attempted to open the panoramic sunroof only to find out it was broken. I pressed the close button but the following morning woke up to water on my leather seat and leather center console. I texted my salesman, Liam, and sent him a picture and video of the issue. I was told at 9:30am that the finance manager, Lexi, would call me back in a few minutes. After minimal texts and communication I recieved a call from Lexi at 8:00PM that evening (11 hours later). Lexi informed me thY my warranty covered all electronics except for the sunroof. She then suggested that she could cancel my loan and re-write the warranty to include the sunroof, but that I would have to wait a few weeks to file a claim. I logically refused because that’s ridiculous. The next day, after going back and forth with Lexi, I was finally emailed the actual literature regarding the extended warranty. I came to find out nothing concerning the exhaust system was covered either. After realizing I had been mislead and lied to, I cancelled the warranty to get my $5300 back. Lexi told me they would take care of my sunroof repair and make it right. That day, Liam texted me and asked me what day and time I could bring the truck to the dealership so they could look at my sunroof. We settled on December 26th and 9:30am. Upon arrival, I was working with Sean, who told me Liam had never made me an appointment. He rescheduled my appointment for Wednesday, December 31st at 9:00AM. After looking at my truck that day, they determined this needs to be fixed by Ford. Sean offered to keep my truck and give me a loaner vehicle, which I refused because I need my truck to tow my work trailer. Sean told me he would call me back that day and tell me what date and time I could drop it off at a Ford dealership. I heard nothing back all day. The following day I called and Sean told me he was waiting on a call back from Ford. On Friday, he had the same story. I left it alone the next Saturday-Tuesday with no contact or update from the dealership. Finally on Wednesday I got a hold of Sean, who told me again he hasn’t been able to get in contact with Ted Russel Ford. I called Ted Russel Ford and spoke with Erica in service who advised me that nobody from Sutherlin Subaru had called them. It took me about 30 seconds to get someone on the phone at Ted Russel Ford. I texted my salesman, Liam, and said I needed an update. He replied with a text saying “Ford said it could be between $1,000-4,000 to fix the sunroof so we are calling other dealers to see if that is accurate”. After that text, I was completely ignored by both Sean and Liam. I was later contacted on Thursday, January 8th, by a finance manager named Andy. I told him what was going and and he said “In my records it says you cancelled the warranty”. That’s because I was lied to and mislead and told my issue wasn’t covered. He informed he would “see what he could do” for me. After not upholding his promise to call me back that evening or early the next morning, I called the dealership 5 times between 1pm and 3:30pm. They ignored every call. I finally used a *67 number and got through to a guy named Tyler in service. He told me Sean was off on Fridays. (Interesting because the first time I brought the truck in was a Friday and I worked with Sean). After waiting on hold he finally tracked Andy down for me Andy informed me their legal team said they won’t resolve this issue. I’ve been mislead and lied to.

A+ service consistently. I have had 6 Subies now and Sutherlin is by far best service center.

Our experience was very professional our sales man Cade was also very professional and courteous we'll go back again as long as Cade is our sales person and the sales manager worked really hard for us