Heritage Subaru Catonsville - Service Center

Refused service program upgrade recommended by subaru This is the second time in my 62 year life I have written a bad recommendation. My 5 year old outback started last weekend the check engine light star This is the second time in my 62 year life I have written a bad recommendation. My 5 year old outback started last weekend the check engine light started flashing, brake light, traction control lights all flashing came. Towed to mechanic who contacted subaru and reported Sub Service program upgrade WVU-31 was needed cost about $250. because I have an extended warrenty, gold Plus extended coverage took to Russell Suburu , where car was purchased, with all information. I must say that everyone at Russell was very pleasant to work with, friendly and seemed very interested in my being happy with the service .Today Russell charged me $80. to check engine codes, Russel refused refused the software upgrade because "it was "not needed" and said the check fee was not covered under warranty. Even with supporting documentation from Subaru explaning this was the problem and it was occuring frequently in alot of subarus they refused to upgrade. I am not that worried about the fee but I will not be able to enjoy my vacation because I am worried about the car. I have never used my warranty, I have only been to the subaru service once when I had to go for new car service. I will now have to seek out another subaru repair service that may be able to help me or pay for the upgrade myself. Shame on you. More

An efficient and pleasant experience thanks to May Farris. Took Outback in for service and came away with a new Legacy. We had dealt with May previously and found her friendly and efficient. She immediately un Took Outback in for service and came away with a new Legacy. We had dealt with May previously and found her friendly and efficient. She immediately understood our needs and we're thrilled with the deal we were given. More

Above and Beyond Service I wanted to take a moment to extend my incredible gratitude and praises to the staff for all of the hard work and persistence they showed with my rece I wanted to take a moment to extend my incredible gratitude and praises to the staff for all of the hard work and persistence they showed with my recent extensive repairs on my car (2011 WRX). It was some challenging work as there were some complicated repairs that I feel were a result of the previous owner before I bought the vehicle used. Their technicians did excellent work and the engine runs and drives like a new car now! It is even running with better power AND fuel efficiency! Additionally, I would like to extend my highest and sincerest praises of Heather and her level of “above and beyond service" that she showed to me. The job my car required was a demanding one and she went so far above any expectations I could have possibly imagined. She was so friendly, helpful, informative, and communicative throughout the entire process. I have never received a higher level of customer service in any field than I did from Heather and the technicians at this dealership. She is an incredibly valuable asset to your business and I hope she will be available to help me with all of my future needs. I will be a returning customer to Russell Subaru for as long as I live in Ellicott City, and the main reason I am so emphatic about that is because of how incredible Heather was throughout my whole experience. I cannot extend high enough praises of her and her approach to customer service. More

Took the extra step in dealing with the customer. Showed up for an 85,000 mile oil change at the service department of Russel Subaru on time...except that I was one week early.. When I realized my mis Showed up for an 85,000 mile oil change at the service department of Russel Subaru on time...except that I was one week early.. When I realized my mistake and offered to leave and come back on the correct date, Service Manager Heather Wingerd told me to stay and she would fit me in. While waiting to have my oil changed, she came to tell me that the technician noticed a few problems regarding my Subaru Forester. She fully explained the cost and what could be held off until my 90,000 service. I decided to have the work done at this time. She arranged a ride back to my home. When I returned to pick up my Forester, Ms. Wingerd noticed that I had not provided her with any coupons, even though some were applicable to the work done. Noting that I had initially brought in the Forester for an oil change only, she appreciated the fact that I would not necessarily come prepared with coupons for work I was not asking to be done. She then took my total bill, worked in a few available coupons and saved me about 12% off my bill, Clearly, Ms. Wingerd went the extra step for me. This was customer service at the highest level!!! More

Service of My Subaru Forester I was very pleased with the service of my car. The Adrienne was very helpful. I was also pleased with the added service that was provided by TGS. I was very pleased with the service of my car. The Adrienne was very helpful. I was also pleased with the added service that was provided by TGS. More

I came into to have 7500 mile service on my 2014 Subaru Forrester. Everyone was great in the service department - it was a good experience. Forrester. Everyone was great in the service department - it was a good experience. More

Service Good, solid work done in a timely fashion. Great team of people who say what they mean and do what they say. While I understand overhead is high, yo Good, solid work done in a timely fashion. Great team of people who say what they mean and do what they say. While I understand overhead is high, you may want to consider price adjustment relative to work performed. More

I would avoid this service department at all costs. In my opinion, they are incompetent. I recently went through an absolutely terrible experience there that involved the whole department. Thankfully it opinion, they are incompetent. I recently went through an absolutely terrible experience there that involved the whole department. Thankfully it all worked out but only when I took my car to a different dealership. I would strongly advise against taking any vehicle to this service department. More

DO NOT EVER BRING YOUR CAR HERE FOR SERVICE!!! I had my car here more than 10 times in one year to fix a problem from the body shop which service dealt with that they should have fixed in the very beginnin car here more than 10 times in one year to fix a problem from the body shop which service dealt with that they should have fixed in the very beginning. Oh forgot to mention when I got my car back from the body shop days after they did not even fix the axle right which I had to bring back which wasn't even the main issue. They have real good techs and some decent techs that do a half fast job with a service manager named Jim something who just wanted to throw me under the boat. One should not be bringing there vehicle here where they don't know how to diagnose the problem and wants to charge you for the diagnostic fee for something that started from this company!! I finally decided to take my car to another place pay them the diagnostic fee in which they new exactly what the problem is and fixed it the correct way!! What bothers me is how people here at this dealership could not figure out the problem and did not want to take the blame at all for what they did wrong. I want to be discreet so I am not going to tell you in detail what part but its a part that should have been replaced when the car was in the shop from the accident. Oh by the way this part costs over a thousand thousand dollars that affects the drive-train of the car which thankfully since it was accident related my insurance covered it a another dealership. If you do not want to go through what I went through do not come here. More

Customer service even from the manager was poor. Customer service even from the manager was poor. Superficial attempts at good service are condescending. I had a check engine light come on that was Customer service even from the manager was poor. Superficial attempts at good service are condescending. I had a check engine light come on that was never resolved. My complaints were not taken seriously and now I have engine failure. The mechanics didn't seem to know anything about my car. They simply follow a checklist procedures that gets spit out from a computer. I received no service recommendations. I asked about a 90k service but no one ever followed up on it or helped me explore that service option. My car was never washed although I have returned for service four times. The sales person in parts was rude. The cashier seemed annoyed to be asked to do her job. Isaac was very nice and the loaner car lady was great. Ultimately, I had to take my care to Agile Automotive where the problem was addressed immediately. More