Patrick Subaru - Service Center

The service department has been a problem since the 1st time I walked in. I was told by an employee to just have a seat; when actually I needed to speak with someone to check in. I waited 45 mintues before time I walked in. I was told by an employee to just have a seat; when actually I needed to speak with someone to check in. I waited 45 mintues before realizing something was wrong. I had scheduled the service for a noise on my 2010 Legacy. The mechanic drove the car with me and heard the noise as well. They attempted to fix it that day and advised me to call if the noise persisted. Of course the noise continued. I called and scheduled an appointment for the next Saturday. When I brought the car in at 8:00 on Saturday, I received a call around 11:00 advising me they don't have the part and never ordered the part. They explained that they aren't sure why the appointment was even scheduled. At this point I was clearly frustrated and they tried to help by offering me a loaner car as the service would take all day. I agreed and the appointment was scheduled for the next Saturday (after the part had been recieved). On Saturday, 7/17/10, I brought the car in at 8:00 a.m. as scheduled. At that time, I was advised by Brenda they don't have a loaner car for me. She told me that she doesn't know why I would need a loaner car when the service should only take 1-2 hours. Louie the service manager talked with me and I showed him a copy of the email confirming the loaner car offer. As Brenda and Louie spoke she explained to Louie that they only had 1 car which was promised to another customer. When Louie asked what the customer was there for, Brenda stated, "He's a doctor". After some more discussion between the two, I was eventually given the loaner car (who knows what happened to the other customer). Around 3:00, I received a voicemail message from Brenda advising me my car would not be ready this weekend and to keep the loaner car until Monday. It's funny because just that same morning she told me the service would only take 1-2 hours. While I can appreciate I was given the loaner car for the weekend, there apparently was no consideration given to my schedule or whether I would even be available to pick up my car on Monday. As there was nothing I really could do about this issue, I picked the car up on Monday and of course, the noise persists. I received a call from Brenda asking me about the noise. I explained that it is still there but at this time I'm seriously considering trading the car in and will be in touch next week if I need the car to be looked at again. Not more than 5 minutes later, I received a voicemail message from Brenda that states she spoke with Louie and since the problem hasn't been fixed if I could go ahead and throw away the survey card that would be good. She proceeded to state that their survey scores were very high and she would hate for this to impact her very high scores given all the problems. Oh yes, it gets worse. As I'm sure you can appreciate, this message did not sit well with me. I called Brenda today (7/22/10)to voice my concern and essentially question hers and Patrick Subaru's professional integrity. In response, she explained that Louie told her to call. When I indicated that she is the person who actually left the message and while maybe Louie did ask her to call she is the person who actually left the message, she interrupted and transferred me to Louie. When I spoke with Louie he didn't have much to say except the fact that Brenda receives commission off of the survey cards. It is obvious that Patrick Subaru's service survey results are skewed and are so high becuase their practice is to ask that people not complete the survey's when there are problems. More

We purchased our 2002 WRX new at Patrick Subaru in 2002 and have had all of its service performed by their service department. The car now has 110K plus miles and is running superbly. When it needs routine and have had all of its service performed by their service department. The car now has 110K plus miles and is running superbly. When it needs routine maintenance we always receive a very timely appointment. On the few occasions that we have had an urgent problem Brenda Sue Ocasio, our service adviser, always gets us an appointment THE SAME DAY!! Her service and diagnosis of the problem has always been courteous, professional and accurate. The service costs have always been very fair. When this WRX is finally given to a family member we will be back at Patrick for our next Subaru. More

As always very friendly and they explained everything they did. There was a lot of work done on my 2004 Outback but they went out of their way to get it done in time so me and my daughter to make a late they did. There was a lot of work done on my 2004 Outback but they went out of their way to get it done in time so me and my daughter to make a late appointment. Very happy with there service department they have make some great changes and it shows. More

I just had mi 02 Imprezas 90,000 mi service done, also asked to have an oil leak looked at. I new that the valve cover was leaking and the machanic found that the headgasket was leaking also. The service asked to have an oil leak looked at. I new that the valve cover was leaking and the machanic found that the headgasket was leaking also. The service consultant (Brenda who is GREAT) worked with me to get this work done in a very timly manner and kept me informed as to what was done (and keep the cost to me as low as posable). Over all this was very good outcome. More

First visit ever to this dealership when my borrowed Subaru broke down close to this dealership, but 250 miles from home. Was greeted like an old, favorite customer. Moved to a priority repair status, Subaru broke down close to this dealership, but 250 miles from home. Was greeted like an old, favorite customer. Moved to a priority repair status, the car was fixed that afternoon and I was able to complete my mission of picking my daughter up from college and returning home to central New Jersey. I was anticipating difficulties, delays and frustration, instead they were sympathetic, attentive, pleasant and responsive. Excellent experience. Doug Cody More

I went into the dealership because I thought that I might need new tires but wasn't really sure. The Service Manager went through the whole car and explained to me that I had life left on the tires and coul need new tires but wasn't really sure. The Service Manager went through the whole car and explained to me that I had life left on the tires and could still drive them for another several thousand miles- even though I was fully prepared to buy new tires that day. I had an oil change and they washed the vehicle for me as well. Great experience and highly reccomend this dealership. More

I was very satisfied by the service I received from Patrick Motor's employee Tri Le. He was very friendly and patient and met my needs. One example was that I needed the whole process done as soon as Patrick Motor's employee Tri Le. He was very friendly and patient and met my needs. One example was that I needed the whole process done as soon as possible because of my busy schedule and Tri worked around it very efficiently. I would recommend this dealership. More