I brought my 2010 Subaru to Convoy a couple of weeks ago, because it wouldn't start intermittently. My own amateur diagnosis was focused on the battery - I thought something was draining it. In any case, they quickly diagnosed it as a sticking starter motor, and I gave them to the go ahead to replace it. Joe called the next day, and said that they installed the new one, but there was still an issue (the replacement was defective). Joe let me know that it would be swapped out and the car back to me the next day. No problem, I said that sounds great. He called the next morning and informed me that it was ready BUT that they had accidentally damaged the key, and they would go to Subaru to have a new key made (since it is an electronic key, it wouldn't be useable if it were damaged). I was really impressed. He asked me to bring the other key in so that they could start it and get it to Subaru to reprogram the other key. At this point, I did not know that when you reprogram keys, it wipes the program from all the keys and reprograms them, and Joe did not know I had a third key (most people only have two keys, so it was reasonable that he did not ask about a third key). Got my car back, and a couple of days later tried to start it. It wouldn't start?? I called Joe, and he asked me to try a different key....it started right up. He asked if I had used one of the keys that he had, I said no....at that point he realized there was a third key, and that all three keys would have to be reprogrammed. I had done this at Subaru a few months ago, so I know that it is around $100/key to reprogram. Joe did not hesitate to make it right, and have all three keys reprogrammed at their cost.The bottom line is these guys are truly a rare breed and highly recommended. I am sure this would not have been so easy with alot of other mechanics, since they obviously did not make any money on this repair due to all the key reprogramming, defective replacement starter, etc., but, they did gain a loyal customer. You can't go wrong with these guys, they always put the customer first....ben
Thank you for your review, but more so your understanding. It was frustrating that we accidently dropped and damaged the chip embedded in your key. Subaru like many manufactures today require so much expense in the key replacement and the required programming to rectify our error. You are right; Joe has a very high customer satisfaction rating as he believes in performing the best possible service to each client. If we error he will also immediately advise a client and then making it right. I am fortunate to have him. I am also fortunate with our seasoned staff our errors are few and far apart!
- Convoy Auto repair