Subaru review: Complaint regarding poor service and excessive costs at Subaru Brazil

I am writing to express my deep dissatisfaction with the service and costs I have encountered at your authorized dealerships in Brazil, specifically regarding maintenance for my 2016 Subaru Forester XT (VIN JF1SJGL85GG199795).

While I am a loyal Subaru enthusiast and very satisfied with the performance and quality of my Forester, the maintenance experience has been a source of great frustration and concern on three separate occasions. Each time, I have encountered:

- Excessively Long Waiting Times for Parts: On all three occasions, obtaining replacement parts has taken unreasonable lengths of time, ranging from weeks to months. This severely inconveniences me and disrupts my ability to rely on my vehicle.

- Unjustifiably High Costs: Compared to readily available pricing information for the same parts in the United States, the costs I have been charged at Brazilian dealerships are exorbitant. In some instances, the price difference has been over tenfold, which is simply unacceptable.

As a specific example, I am currently waiting for a set of fuel injector o-rings, a seemingly routine maintenance item. It has been nearly two weeks since I ordered the parts, and the quoted price of R$ 750 (approximately US$ 150) is outrageous compared to readily available US prices of under US$ 15. This price discrepancy and extended wait time are completely unacceptable.

This pattern of poor service and excessive costs raises serious concerns about the overall customer experience offered by Subaru in Brazil. It is deeply discouraging for loyal customers like myself to be met with such unreasonable delays and exorbitant prices for essential maintenance.

Therefore, I request that you take immediate action to address the following issues:

- Investigate the root cause of the excessive waiting times for parts. Implement measures to ensure timely availability of necessary replacement parts for all Subaru models in Brazil.

- Conduct a thorough review of your pricing structure for replacement parts. Ensure that Brazilian customers are not subjected to unreasonably high costs compared to international markets.

- Provide a specific explanation for the exorbitant price and extended wait time associated with the fuel injector o-rings in my case. Additionally, I request a resolution that reflects a fair and reasonable outcome for this situation.

I sincerely hope that you will take my complaint seriously and take swift action to rectify these issues. I am confident that Subaru Brazil can and should provide a high-quality customer experience that aligns with the brand's global reputation for excellence.

Thank you for your time and attention to this matter. I look forward to your prompt response and a satisfactory resolution.

Sincerely,

Carlos Rogerio Camargo

+[protected]

Florianópolis, Santa Catarina, Brasil