I bought my Outback from Wilde and was really excited to be able to do the promised Express service for my oil changes. My first oil change experience was not what was promised. I checked in at 2:15pm and the associate took my key fob and directed me to the waiting area. After an hour of waiting, I went out to find someone to help. My associate was not available, a young man was sitting at the first desk with his head down on the desk and appeared to be sleeping. I Approached the next lady and inquired when my car would be done. She informed me that if I had an appointment it would take an hour for oil change and tire rotation, but seeing I did not, it would take 1.5 hours. I expressed that I wish I would have been informed of the time as I did not have that kind of time today. She said I would need to speak to my associate, I reminded her that my associate was not available and I would like some help retrieving my car. The new associate was able to find my car and in about 5 minutes she informed me that they were done with my car, but did not do the wash. I said that was fine. I called the service manager who apologized, and said no it does not take that long and that day they had a problem on the lube rack. My expectation would be that if they knew that the oil change service was backed up that I would have been informed ahead of time. I was not provided the information about the system checks either. I am disappointed that I did not get the level of service I was promised when I purchased my car. I am also disappointed that I have referred other people here, who also purchased new cars. EXPRESS service should not take 1.5 hours and if there is a problem the customer should be notified. They also might want to have employee's sleeping in the public area be provided duties to expedite service.
Kim, your feedback and satisfaction are our top priority. We are concerned by your comments and would like the opportunity to speak with you about your experience. At your earliest convenience, please contact me, Pete Erkkila, General Manager, at (262) 544-5400.