May 1, 2021- I purchased a new (4 miles on odometer) 2021 Subaru WRX STI. This vehicle was purchased at Subaru of Pembroke Pines.
June 14, 2021- Noticed my front left headlight had condensation built up inside the actual headlight. This only got worse and eventually got to the point where you could tap on the headlight and see the water.
I went to O'Brian Subaru (currently renamed Fort Myers Subaru) located in Fort Myers, FL. I brought this concern to them as this did not seem of normalcy, for any new car. They looked at it, I even took video and photos of it at its worst. Immediately was turned away and the statement was ""That is normal, it will go away on its own. Due to the high humidity we have right now, you just have a little bit of condensation built up and it will go away on its own. We cannot replace the headlight, it is not covered under the warranty."" Okay. So I walked out thinking maybe this was normal?
After waiting a week and doing my own research, it was definitely not normal, and it was a faulty seal encasing the actual headlight.
I drove an hour to Subaru in Naples, FL where I was greeted by Larry (service advisor). I explained what was going on and he came with me outside and took one look at it and said ""No way. That is not normal, if it was normal then the other headlight would be the same way."" He stated this is covered by your warranty and gathered all of my information. He handled it appropriately and within a timely manner. We then had to get approval by Ed (Service Manager), he came out to see it and stated the same thing that's not normal it needs to be replaced. Honest, reliable, efficient and pretty trustworthy. What's shocking is that this could have very well of been handled at Fort Myers Subaru- no one took the time to even look into this and it was obvious that it needed to be replaced.
Both Larry and Ed and the nice woman working up front at Subaru in Naples were on top of it, they kept me updated and informed of when the headlight was ordered as well as when it actually arrived. Thank you kindly for all you guys do & are doing. Excellent customer service.
I will be returning for all my future auto needs at this location.
Regards,
Jacquelyn H., EFDA