Clay Subaru - Service Center

Poor customer service over the phone I bought an Impreza in September and would give the sales staff 4 to 5 stars. The service department is another story, however. Yesterday, I called up I bought an Impreza in September and would give the sales staff 4 to 5 stars. The service department is another story, however. Yesterday, I called up the service department when my car auto locked itself while I was scraping ice. When I called the service department, the person who answered offered no help, and told me to call triple-A and implied it was my fault because he said “it’s a setting”—a setting I didn’t set and was unaware of. When I explained that that was not an acceptable answer—what if I were not at home and I had put my child in the backseat while I de-iced the car—he connected me to what I presume was a manager. The manager was friendlier but didn’t really know anything about whether it was a setting, how to change it or how even to unpair my phone from the car while I was talking to him. When I said I would call him back once I figured out the unpairing, he told me they don’t have direct numbers in service, so I would have to call the general number for service and be put on hold a third time. There are a few problems: (1) the first person answering the phone should take a cue from contact Center best practice and respond to all problems with “I am sorry to hear that. Let’s see if we can solve your problem.” Empathy and politeness go a long way. (2) if the service department can’t answer a question immediately, the response should never be “I’m not in the car so I can’t see the screens. All cars are different.” (Which is what the manager said), it should be “What is your number? We will investigate and call you back.” (3) The level of education on the settings for their vehicles is below what it should be. 15 years ago, it was acceptable for service people to respond to problems with, you’ll need to bring it in for me to see what’s wrong, because most issues were mechanical/wear-and-tear-related, but in a world where computerized functions are an ever more important of a make and model’s value proposition, service reps should be educated about how their car’s’ software works to the same level as CSRs at software companies. (4) The dealer should introduce an incentive system for the service dept like they have for sales, ie, some sort of survey or other tool to measure satisfaction. If the dealer’s response to all these suggestions is that they all require investment in training and hiring that Clay can’t afford, then they need to become comfortable with the fact that they won’t have a lot of repeat business. Which means more money spent on marketing and discounted upfront pricing, rather than higher-margin repairs. More

Most dishonest service; lied about previous service done. I purchased a 2013 subarau crosstrek last year with 28,000 miles, the car and my service experience has been and continues to be so poor I would never I purchased a 2013 subarau crosstrek last year with 28,000 miles, the car and my service experience has been and continues to be so poor I would never again recommend this dealership again even though my husband and I have purchased 4 cars here. After returning several times last year within a week of purchasing my car complaining of the car shaking when the car braked and initially being told there was nothing wrong and then told the brake pads and roters were worn and given an invoice saying they were replaced. The issue was never completely resolved but a year and 10,000 miles later when then the brakes were now metal on metal we were told that the front brake pads and routers needed to be replaced and that last year the rear brakes and pads were replaced. When we picked up the car today I was told when I saw the service history that the rear brake pads and routers were replaced but only the front routers because the pads did not need to be replaced. After speaking with the service manager the story was confirmed only the routers were replaced and that this was common for routers to need to be replaced in 10,000 miles. I located my receipt from last year indicating that the pads and routers needed to be replaced because they were worn below an acceptable level. When I reached out to the service manager he said he couldn't know what happened since so many cars are serviced here. Being lied to 3 times in the course of 2 days and spending $600.00 on work that I don't know was even done before or done properly is not only dishonest but dangerous. Not only was I lied to repeatedly I was never offered compensation for poor workmanship if it was done last year. I will be following up with national subarau, the attorney General's office and the Better Business Bureau. Please beware of this service department, especially if they are repairing something on a warranty. Addendum: The service manager Edwin Hernandez was not in the day my car was worked on, instead I spoke with an assistant service manager as well as the service representative. Mr Hernandez, as a result of my posting my dissatisfaction did reach out to me. Although he also thought the job and receipt were coded wrong last year, he understood my frustration and continued questioning since the brake rotors failed so quickly. He at least treated me with respect, and offered an understanding and compassionate ear. I will try to use this service department again, but will deal with Mr Hernandez. I would recommend that any questions or concerns regarding service be addressed with Mr Hernandez. More

Helpful Harvey Rain was very helpful. We were there today because we had some questions about some of the functions of the car. He was immediately availab Harvey Rain was very helpful. We were there today because we had some questions about some of the functions of the car. He was immediately available to help us and answered our questions. More

Airbag replacement became car purchase The purpose of my visit was to have the infamous air bags replaced on my 9 year old Subaru. I had no intention of buying a new car, as I was happy wi The purpose of my visit was to have the infamous air bags replaced on my 9 year old Subaru. I had no intention of buying a new car, as I was happy with the reliability of the old one. Harvey Rain did a good job in convincing me of the advantages of this new improved vehicle. More

HORRENDOUS Experience Was quoted two different prices, then when I received my bill it was yet another price, hundreds of dollars higher than I was originally quoted!! When Was quoted two different prices, then when I received my bill it was yet another price, hundreds of dollars higher than I was originally quoted!! When I called back to dispute my bill, (because I had not picked up the vehicle someone else did) I was put hold while getting Nikki then she had supposedly left for the day even though it was only 4pm and her manager had also then left for the day, I was told. There was no one I could speak to and I was hung up on!! More

Patient and careful We had a tire and rim stolen overnight and needed our car back as soon as possible. They were very helpful -full of good answers and got the job done We had a tire and rim stolen overnight and needed our car back as soon as possible. They were very helpful -full of good answers and got the job done quickly because they had the parts in stock. When you are stressed a business having polite service is such a bonus Thank you Clay Suburu!! Cathie and Mike Eastburn July 15 2015 More

Last minute oil change... no problem! I didn't have an appointment set yet Nicole Ormonde assisted me in getting my first oil change in under one hour. They have a comfortable waiting a I didn't have an appointment set yet Nicole Ormonde assisted me in getting my first oil change in under one hour. They have a comfortable waiting area with snacks, coffee, water and such. She offered shuttle service too! If you need service at Clay Subaru, make sure you ask for Nicole. Thanks Nicole! Jon Miranda More

Poor Customer Service Service dept not willing to fix the problem with wheel balancing issue. Brand new car and vibrates at highway speeds above 65 mph. They cant duplicat Service dept not willing to fix the problem with wheel balancing issue. Brand new car and vibrates at highway speeds above 65 mph. They cant duplicate it because the tech cant drive over speed limit. But the sales guy has no issue driving over when test driving the car. So for you potential Subaru shoppers - keep this in mind. Find another car and dealership More

Service Rip Off My wife just had an oil change and had new plugs and points....$175 labor for the oil change and $350 labor for the plugs ....OMG what rip offs...we w My wife just had an oil change and had new plugs and points....$175 labor for the oil change and $350 labor for the plugs ....OMG what rip offs...we will never go back for service or for new cars...too bad we have always purchased cars from them....but because of there incredible greed are now going elsewhere. All of the emplyees are very nice and pleasant...while they are ripping you off. More

Fast, quick, out the door, no frills Nothing special about this dealership. Went in for a 7500 mile checkup and inspection and they got me in and out in a few hours (I left it there, they Nothing special about this dealership. Went in for a 7500 mile checkup and inspection and they got me in and out in a few hours (I left it there, they could've done it sooner). Nothing special really, weren't exceptionally nice, just an easy drop off and pick up. Could do with a little more friendliness and making their customers feel welcome, but no specific complaints. More