Crews Subaru of Charleston - Service Center

Dissapointing Service I own an outback 2017 with 31000 miles taken in for routine express service. Oil change, tire rotation and fluid checks. Also, leaving down on 7 hour I own an outback 2017 with 31000 miles taken in for routine express service. Oil change, tire rotation and fluid checks. Also, leaving down on 7 hour drive in a few days, so I wanted to make sure the coolant levels were good etc. Called and was told to use express service lane, I did this and waited in the lobby for about an hour and a half to two hours. The initial contact with the girl at the service bay was great, very polite throughout. I paid for my service and drove about 15 minutes back home. I thought to lift the hood and look around as experience has taught me not to go on a long drive and trust that everything is OK. Under the hood I see that the cup that holds the oil filter has a ring of oil around the filter about 1/8 to 1/4 inch deep and what looks like oil soaked dirt and bug bodies. At first it looks like the filter is leaking? Then it occurs to me that the mechanic must have pulled the old filter and changed the oil and installed new filter and just made a mess. Too busy to wipe up? I wonder how much sand and bug bodies went in with the new oil? Looking at the coolant I see that the level is on LOW. Looking at the battery , a warranty replacement battery installed by the dealer, it is wet and the battery try is full of some kind of fluid? I'm thinking battery acid. I dump a liberal shake of baking soda on the battery, the fluid in the tray seems to react to the soda. I get in contact with someone at service and he assures me that they do not check the battery as all that they handle are maintenance free. I ask him about my battery as it is a warranty replacement battery installed by Crews that does not seem to be maintenance free, I pulled the caps and looked at the battery fluid levels, I see that the cap on the right is low. Not sure if I got an answer about this being the battery that Crews installed. I ask about the coolant being on low and he says this is normal. This morning it is still low and the coolant level did not expand or contract as he seem to be suggesting. Also, Before bringing in my Outback that morning I opened the hood and looked around, cleaned out all of the bits of pine straw and looked at the oil filter as it is right on top of the engine and also looked the battery connections. The battery was not wet nor the battery tray full of fluid at that time. This morning I check the coolant level and its actually below the low level! I was offered a $15 discount on my next service. My next service will not be at a location as careless or uncaring as Crews Subaru. Very glad I did not get on the highway and drive for 7 hours with coolant below the low mark or a battery with low levels Like I told the service guy I talked to I could not be more disappointed. I will change the oil and maintain the coolant and other fluid levels personally from now on. Hoping to get a survey letter from Subaru in the mail. More

Efficient and well organized. Was a recall problem and was repaired. The waiting area was well appointed and comforable. Service personnel was helpful and polite. Was a recall problem and was repaired. The waiting area was well appointed and comforable. Service personnel was helpful and polite. More

Crews Subaru is great I always receive timely, courteous, professional service at Crews Subaru. My car was ready before I expected and the work was done right. Crews is a g I always receive timely, courteous, professional service at Crews Subaru. My car was ready before I expected and the work was done right. Crews is a great dealership. More

Crews Review I have purchased my last 2 vehicles from Crews and both experiences were stress free. Also the service staff is awesome! I loved the Outback but lov I have purchased my last 2 vehicles from Crews and both experiences were stress free. Also the service staff is awesome! I loved the Outback but love my Legacy Sedan more! More

Very poor customer service For a place of business that advertises "world class customer service" I had expected much better. On 02.25.09 I arrived at 3 pm for my scheduled(3pm For a place of business that advertises "world class customer service" I had expected much better. On 02.25.09 I arrived at 3 pm for my scheduled(3pm) service(replacing 2 tires) and was informed it would be an hour wait. My frustration: 90 min have passed still no car and no communication! So I start to look in the shop for my car . I see it on the nearest rack and 2 wheels are off and progress is being made. 10 minutes later it exits the shop and less then 5 min later its out front. I head out to talk to Matt he informs me that they where unable to reset the TPMS. I asked why they had not confirmed that they could complete the job before hand. At which point he rudely informed me that there was "no need and we don't do that". Clearly there was a need, or we would not have been talking about it. When I asked him about the delay he claimed the TPMS programming was the cause but, I watched the car drive off the lift and know enough about TPMS to know this is false. Matt and I where working towards a solution during or conversation but he never showed any empathy. In addition to the lack of empathy Matt made me feeling like a second class citizen, because I didn't have Subaru. He did so with comments like "I will never work on a Ford again" and "I have been working on SUBARU'S for x years and it's not a problem with them". Our conversation made me more irritated and upset instead of less. To put it bluntly I was really pissed off. That conversation end with me being TOLD I needed to speak about the matter further with Jerry. My anger and disappointment: I did as I was TOLD and spoke to Jerry. Jason over heard the conversation and very politely interjected with an offer of a loner car to which I agreed. Jason went with me to the service area to work out the details. He asked me to give my drivers license to Matt. I did so with an off the cuff remark to the effect of "I did just drive here". My remark may have been negative but correctly reflected my over all poor mood. My comment also reflected my irritation at being asked for something that I had provided twice already to the business(I gave my ID for the test drive and at the time of purchase). Matt returned my poor attitude in kind(never a good move when dealing with unhappy customers) Matt then lectures me in a very condescending way about my behavior and hands me back my ID. After putting my ID away, Matt asks for it again and informers me, that do to my negative comment he has not taken the needed information the first time. xxx goes through my head, never as a customer have I been treated so poorly. In the interest of getting on with my very busy day I give him my ID AGAIN. In a rushed and rude manner Matt explains the loner car form and ends our interaction with "Sign here or don't take the car" I know the schedule and the real world don't always line up but what's the point of an appointment if a less than 30 min job leaves me waiting over 90min? I am not in the auto repair business, but I can do math, I was billed 36 dollars in labor, average billing rate for automotive technician $95 per hour so less then 30 minutes of billed time. The way I see it one of two things happened, the shop lost money on the job or it was not started on time. Either way "world class customer service" would have improved my mood not made it worse. More

Excellent Service Crews Subaru has excellent employees giving excellent service. I’m always greeted immediately. The service technicians are very helpful and explain cl Crews Subaru has excellent employees giving excellent service. I’m always greeted immediately. The service technicians are very helpful and explain clearly what needs to be done! The waiting is comfortable and clean with refreshments. The wait is never long.The car being washed is greatly appreciated! More

Great Service Department Matt was very attentive, on-time, and went beyond the call to make sure everything was handled properly...and at a good price. I definitely feel that Matt was very attentive, on-time, and went beyond the call to make sure everything was handled properly...and at a good price. I definitely feel that they are dealing in good faith. More

Disappointed Told l have a problem with SRS. No replacement part was available for installation. Don’t know when part under front passenger seat will be installe Told l have a problem with SRS. No replacement part was available for installation. Don’t know when part under front passenger seat will be installed. This is a safety concern as the problem is with the SRS. More