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Putnam Subaru

85 California Dr
Burlingame, CA 94010 650-558-5642

Ratings

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?%    
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Consumer Ratings for Putnam Subaru — 15 Ratings

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Percent of customers who rated service "superior" for:
Advice on choice and use of products
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Staff attitudes/atmosphere
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Reliability (standing behind products, delivering on time, etc.)
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Consumer Comments for Putnam Subaru

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Consumer from South San Francisco, CA
Feb 18, 2024
Recommended
Consumer from San Lorenzo, CA
Sep 02, 2021
Not Recommended
On Saturday, August 28, 2021, I contacted Putnam Subaru Service Department to ask if I could make an appointment to have the air conditioner on my 2015 Subaru Forester looked at. I was told to bring it in and since I live in San Lorenzo, CA in the East Bay, I drove the car across the bay to Burlingame and dropped it off. I explained that when I begin driving the car and turn the air conditioner on (lowest temperature setting, highest fan output) whether using recirculating air or from outside, it is initially cold, then it begins blowing hot air. Minutes later it may or may not correct itself and blow cold air again, but often it just stays hot. I was told by “Chris” that the cost of the diagnosis would be $220. I had to ask if that amount would be subtracted from the total cost of the repair if I chose to have it done at Putnam Subaru, and he confirmed that is would be deducted. I waited at the facility for the diagnosis to be done and was told that the car needed a new ac compressor assembly and some accompanying parts. I was told the repair would be about $3,300. I asked for and was given a loaner car, and since it was Saturday afternoon, the earliest my car would be repaired and ready would be Monday, August 30. At 11:47am on Monday, 8/30 I received a text from Chris stating that they had found the needed parts locally and that my car would be ready by 3pm on Monday. I arrived at the service department at 3:05pm, having driven across the bay from San Lorenzo to retrieve my car. I paid the bill which turned out to be $2785.46. I then drove the car South on the peninsula to about San Carlos, but 10 minutes into the drive, the air conditioner once again began blowing hot air. I pulled over and called Chris to let him know. He asked me several questions about the air conditioner settings (whether I had the temp set on low; was the fan on recirculate or circulate, etc.) I told him I was bringing the car right back before they close and that I really need to have the air conditioner fixed. They once again, gave me the same loaner car and I drove back across the bay to San Lorenzo. It was late in the afternoon so there was no chance of getting my car back on Monday. At about 5:30pm on Monday I received a voicemail from Chris saying that they replaced the car battery, and the air conditioner was now running fine. I responded with a voicemail to Chris saying that replacing the battery did not sound like the appropriate “fix” to me. I also told him that on Tuesday morning, they need to start the car up, drive it for 10 or 15 minutes to experience the same thing I had initially described. On Tuesday, August 31 at 3:14pm, I received the following text from Chris: Good After noon. We found the problem with the relay that was replaced and retested the a/c. The a/c ran for about an hour with no problems. We let the vehicle sit and ran it again it is still blowing cold air. Your vehicle is ready for pick up. Since all of the (unnecessary) repairs were done prior to a correct diagnosis that turned out to be a simple relay problem, I expect that Putnam Subaru will absorb those costs, charge me for relay parts and installation, and deduct the $220 diagnosis from that charge. The remainder will be refunded to me. Note, I gave a copy of this letter to Chris before I left with my car. In the letter I stated that I will wait for 24 hours to act upon this letter in filing a complaint with the CA Dept of Consumer Affairs and post reviews of my experience on other sites. Follow up: It has now been more than 24 hours and other than 2 unanswered phone calls from Chris, I have received no further communication from Putnam Subaru. I am appalled at their dishonesty regarding the AC repair. The mechanic who misdiagnosed the problem should have his pay docked for not doing the job correctly. It is apparent to me that Putnam Subaru cares not at all about their online reputation.
Consumer from San Francisco, CA
Mar 27, 2021
Recommended

...and 12 more consumer comments for Putnam Subaru

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