Suburban Subaru - Service Center

Close to the worst dealer / service experience Treated my wife and I like we were stupid and didn't want to investigate our issue with fuel economy, a consistent decrease from 30mpg new to 23mpg at Treated my wife and I like we were stupid and didn't want to investigate our issue with fuel economy, a consistent decrease from 30mpg new to 23mpg at 11,000 miles. Took a 10 minute discussion about driving habits, fuel quality and gas addatives (their proposed solution) before they'd add it to the repair order. Then of course the answer was "no trouble found." A $75 oil change did not include them resetting the service reminder. A broken, slide in cup holder piece took a second dealer visit and half an hour for a 5 second job. We will never return to this dealership. More

Outstanding customer experience I went to service department for a small problem in my car on Jan, 7 2015. To the best of my knowledge, This visit was one of the best customer servic I went to service department for a small problem in my car on Jan, 7 2015. To the best of my knowledge, This visit was one of the best customer service experience I've ever had. Especially, Mr. Derek Smith and Mr. Chris Lange went beyond my expectation and took care of the issue really fast. I strongly recommend service team of Suburban Subaru to anyone who is looking for a quality repair and maintenance. Thank you again, Mr. Derek Smith and Mr. Chris Lange! More

My intention wasn't to purchase a vehicle as I was having my 2011 Legacy serviced. As I was waiting, I started looking at Outbacks and was curious as to their differences from the Legacy. Well, afte having my 2011 Legacy serviced. As I was waiting, I started looking at Outbacks and was curious as to their differences from the Legacy. Well, after takiing a test drive in a 2014 Outback, I was pleasantly surprised with the vehicle. I initially spoke with Dustin about the vehicle, and also spoke with Dana as well about the Outback. Long story short, I ended up with a 2013 Limited Outback. I left the Dealership thinking it was a fair deal and that is what I had hoped to achieve as I don't know all of the factors that are included on the Dealership's side with rebates and how moneys are shifted around and such, but seeing it was a lease, I'm comfortable with the outcome and more than likely I will return to the Dealership again in the future. More

Jeff in service was great. Will go back to the service dept ONLY But NO sales person approached me as I was looking at new cars in the showroom...there were 4 of them and NO eye contact, didn't even spea dept ONLY But NO sales person approached me as I was looking at new cars in the showroom...there were 4 of them and NO eye contact, didn't even speak!!! You NEVER have to worry about me spending my money here to purchase a new car. I will going back to Glassman where the customer service was AWESOME More

AVOID THIS DEALERSHIP AT ALL COSTS --- SALES ORIGINALLY WAS GREAT. POOR AND UNPROFESSIONAL SERVICE WHO CHANGES THEIR STORY AFTER KEEPING YOUR VEHICLE FOR AN ENTIRE WEEK LONGER THAN NECESSARY. THEY'RE U WAS GREAT. POOR AND UNPROFESSIONAL SERVICE WHO CHANGES THEIR STORY AFTER KEEPING YOUR VEHICLE FOR AN ENTIRE WEEK LONGER THAN NECESSARY. THEY'RE UNWILLING TO EVEN WORK WITH SUBARU OF AMERICA! - I purchased a 2008 STI with a Gold Plus 70,000 mile extended warranty that cost an additional $2,305 up front. - I also spent another $695 on your road hazard tire and wheel protection plan. - I took possession of my vehicle on 12/04/2008 and my first payment was not until 3/18/2009 - On 3/22/2012, I brought my STI in for its 30K mile scheduled maintenance. I told Jeff my brakes were making grinding noises on the front passenger side. He ran my warranty info and told me my 3 year warranty was up, expiring in December 4th, 2011. I didn't realize that at the time because the dealership deferred my payments until 3/18/2011 which 3 years later I thought was my purchase date. I do understand even with this logic I would be 4 days late on warranty. I was also well under the 36k miles. I didn't realize the 3 years was so important because when I purchased the car the financial advisor sold me on this Gold Plus 70k 6 year warranty and how it is so comprehensive. I understand I should have read all the fine print . - I tried to work with the service department, specifically Jeff, and explain the situation. I agreed only to paying the $700 for the 30K maintenance and Jeff would then call me to tell me what the additional costs would be for my brakes which had just recently begun to go bad. - My wife, mother and I were in the same day for service on my mother's vehicle and her service was 100% covered under warranty. As we were leaving the service area, where we were just informed that her car passed their inspection and was "in the green", I was not yet in the vehicle and noticed her tail light was out. Jeff's shift was almost over and Christine was called over to take my mother's car back to service to fix the tail light while we stood outside and waited. - During my time at the dealership on 3/22, I asked Jeff if he had an estimate on my car yet and he did not. - On Friday 3/23/2012, when Jeff called to give me the prices, he informed me that my front rotors and pads were bad and that my voltage was low on my battery. He quoted me a price of $1900 for the brakes only. - I told him I'd call SOA [Subaru of America] to see if they would help me out and get back to him. - I spoke with Grant at SOA who called Jeff to try and work something out for me. They were more than willing to assist me due to the fact I have been keeping up on the Subaru regular maintenance. - When Grant called me back, he said that the dealership was unwilling to work with him, but SOA was willing to offer me a $500 courtesy check if I got my brakes fixed through Subaru. He told me due to the fact that the dealership was unwilling to work with SOA I would have to pay for the service in full and then they would sent me the check. During this conversation, Grant also said that Jeff had hurried him off the phone saying they were probably busy that day. - I told Jeff I'd be taking my car elsewhere for brake service and to only do the $700 maintenance we had initially agreed upon. - At 4:31 on 3/23, Jeff called to inform me that my car was done and I could pick it up before 6:00pm when the service center closed. - Due to the late time of the call, it was not feasible for me to get my car on 3/23. I checked the website hours [http://www.suburbansubarutroy.com/service/index.htm] which states that the service department is open on Saturday until 3:00 - I drove from Sterling Heights to your service center in Troy this morning only to find out it was closed. - On 3/24, after traveling to the closed service department, I explained the situation to the sales department and they convinced me to leave my car with them and they'd call me Monday afternoon with a solution. Today is Wednesday and I still don't have a car. They've been saying all week that they'll work with me to get it covered. They have now had my car for 5 extra days and now all the sudden, it is contigent upon my mom purchasing a vehicle for me to receive any sort of compensation / credit toward any repairs I may choose to do there. More

We have always been very impressed with the level of personal attention we have been giving by Alissa when leasing our cars. She has always gone the extra mile to make sure we have the best choices/pric personal attention we have been giving by Alissa when leasing our cars. She has always gone the extra mile to make sure we have the best choices/prices available to us and has always made herself completely available to us whenever we have needed her. More

When you walk in the door you may be greeted, or you may not. That's generally the case. More often than not you'll be left to stand around wondering where someone is at to help you. I've been in several not. That's generally the case. More often than not you'll be left to stand around wondering where someone is at to help you. I've been in several times for maintenance and to purchase a vehicle, and I stopped going when I figured out the trend of poor customer service and a lack of knowledge/organization. I asked several times two managers to explain the coverage on my vehicle, though I received two different answers and neither of which would put it on paper for my records. I'd stay away and make a drive to another dealership as it feels that something shady is going on here. More