Nashville Subaru

I was interested in a Honda Pilot-EXL and the sales rep did not want to entertain helping me...sell a different vehicle or offer to keep a lookout. Not a very goof 1st impression.

Hello, I am a 2016 Subaru CrossTrek owner in Nashville. I usually go to Subaru (Broadway Dealership) to do my oil changes etc. Last week I went there to get an oil change and was told that my "engine filter" needed replacing. I asked what an engine filter was and was told that it was a filter that "kept the engine from dirt and damage." They showed me a price of $50 and, not knowing what an "engine filter" really was, I said, "Ok lets just get it done." When they later showed me the bill, they had charged me an additional $30 for instillation. When I inquired about this, they explained that they had to "disassemble the engine box" to install it. I reluctantly paid the price, having "agreed" to have the "engine filter" installed. So, My complaint is this - 1) they didn't tell me that an "engine filter" was actually just an air filter. 2) they were charging me $50 for a 15 dollar air filter (see auto zone pricing) 3) they didn't mention that they were going to charge me an installation fee till after they had installed the filter. 4) that the "engine disassembly" was actually a 10-second-unfasten-two-clips-and put in-a-new-filter job. Essentially I paid $80 for a 15 dollar filter that I could have put in in two minutes. I'm not so much about the money as about the dishonesty - and for being "played.". First, using the words, "engine filter" instead of "air filter" was dishonesty in the worst form - using a bit of truth to disguise the real truth. Second, not mentioning that they were going to charge an installation fee up front was equally "dishonest" and made me feel as if I was "getting played". Third saying that they had to "disassemble the engine box" in order to put it in was - well again, essentially lying. IN the end Subaru has lost my trust - all for $80. Before I'd had a good relationship and loved the car. Now I can't go to Subaru for maintenance - with no trust, I would have to double check every transaction and I simply don't have enough time to do that. A note to Subaru - - Your mechanics are likely on some type of financial incentive plan -the more they charge, the more they off of a bonus they make. In the end, this will disenfranchise more customers and damage your reputation - just as it has done with me. It's not my place to set company policy, but I just thought that you should know how your policies set by leadership, have affected me - and are likely affecting your other customers as well. In essence, it's not your mechanics fault, it's the leadership's fault for policies based not on customer satisfaction, but on self-interest / financial gain. There was no "love makes a Subaru" on this incident. Just dishonesty. On a wider philosophical note, this is the kind of small thing has "ripple effects" that eventually affect us all. Vincent Morelli Subaru Cross Trek 2016 - Now With Lost Trust

Quick, efficient, and awesome service! I would most definitely recommend them to anyone in the Nashville area even if you are just visiting like I was.