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Damaged my wheel/tire during snowstorm. On a very busy day, Joshua Hevner made a valiant effort to locate a replacement wheel/tire so I could return to Lancaster, PA. He spent approx. 30 min calling all around the Syracuse area to find the parts for me. These efforts? Well above and beyond the call of duty.
We purchased a 2007 Subaru Outback with 67,000 miles in January, 2011 from Romano Subaru. The following lists three major complaints with their service department:
1. A new purchase check was done on the vehicle by an independent service station that we use regularly, and it was noted that a rear wheel bearing was giving out. I had no previous experience with wheel bearings, and Romano denied the report. I drove the car to and from Florida with the noise steadily getting worse. When I returned two months later with the car sounding like a truck, Romano replaced the wheel bearing; however, I now know it is very dangerous to drive with faulty wheel bearings. Apparently Romano did not care.
2. While in Florida, I had a flat tire that ruined the tire. The other tires were fine, but the tire store where I went for the replacement said that their reference material stated that the car requiredT rated tires and would have to replace all four tires (the tires on the car when we purchased it were U rated.) I called the Romano tire service dept., which also said that I needed the higher performance tires. It was an expensive proposition, and after we had made the change, I found that that performance designation is not necessary to adhere to. The tire service dept. at Subaru did not even seem to know that. I called the owner of the dealership to complain, and he yelled at me saying that he was getting ready to take his family on vacation to the Vineyard he didn’t have time to talk to me in person, and what did I expect–for them to guarantee the car for a million miles?! No-I didn’t expect that–I just expect them to know what they are talking about!
3. Most recently, in November we noticed a strong smell of gas, especially after the tank was filled. It was so bad the fumes were spreading into the house. The utility company was called to see if we had a gas leak, which we did not. It was apparently from the Outback–the only car that is kept into the garage. We first took the car to the service station that does the routine service on our cars and which has always been reliable. They could not find a leak from underneath, but when the tank was examined from the top (with the rear seat removed) they could see gas stains. At that point, we realized the extended service warranty we had purchased when we bought the car would cover a repair of that nature, and we would have to take it to a Subaru service station. So we went back to Romano. They said they could not find a leak, unless it was from a gasket, which they did not have in stock. A day or so later I returned when the Check Engine light came on. They did a computerized check, found the gas cap to be faulty and replaced that for a charge of $136.81–$24. for the gas cap and the rest for the computer check!
We left for Florida with the gas leak issue still not resolved. En route, the Check Engine light came on again. We took the car to a Subaru dealership in Ft. Myers. Because it was the holiday season, we were without the car for about 10 days, but it turned out the fuel pump (located inside the gas tank) had stress fractures allowing the fumes to leak out, and when the tank was full, some gas was leaking. They replaced the entire tank. There is no more gas smell, and I hope the car will be fine. I would not go to Romano Subaru again, and I would not recommend that service department to anyone.
Leased a Subaru from this location and the vehicle is very nice. Most employees very helpful. Had some serious problems with the Sales Manager. Contractual promise to pay off existing lease was not fulfilled until 45 days after new vehicle was leased. This severely affected our credit rating and we have received no cooperation from the sales manager to resolve issue with the credit bureau for their failure to pay off our previous vehicle on time. Sales Manager committed to rectifying the issue with credit bureau and has not contacted us or responded to letters and calls since.
I would not recommend this dealership as the Sales Manager cannot be trusted.