Austin Subaru

recall and service visit The person I dealt with was very efficient and helpful. They took care of the problems that needed to be resolved and also got some other work done a The person I dealt with was very efficient and helpful. They took care of the problems that needed to be resolved and also got some other work done also. More

Best car buying experience ever! It started with getting maintenance on our 2017 Outback. Eddie and Steve introduced us to the 2020 Outback and we decided it was time for an upgrade. Thank you! maintenance on our 2017 Outback. Eddie and Steve introduced us to the 2020 Outback and we decided it was time for an upgrade. Thank you! More

Everyone was great! Very impressed with the level of protections and cleanliness for staff and customers, among the best I’ve seen. Staff was awesome. protections and cleanliness for staff and customers, among the best I’ve seen. Staff was awesome. More

It’s hard to write this review, because I have nothing against Subaru itself, but my three-day experience with Austin Subaru has been nothing but a complete disaster. Since my salesperson (Nate Lowther) r against Subaru itself, but my three-day experience with Austin Subaru has been nothing but a complete disaster. Since my salesperson (Nate Lowther) refuses to acknowledge me or my situation any longer, I felt a review was the only way to let him, his boss, and the owners know the gravity of the situation that he and his financial team have now left me in. To preface, my 2006 Toyota Corolla finally bit the dust, and I realized it was time to put her down. Spending thousands a year in repair is just not in the cards for me and I wanted to get something more reliable, obviously. To get around, I got a rental for the month because it’s cheaper than ride shares and doesn’t require severe exposure to the public/covid via public transit. A compact car rental can run ~$700/month, which is what I paid – on top of my regular car insurance of $120/month. Nate knew my car situation. He was also fully aware of my financial situation (i.e. an “okay” credit score, on unemployment due to Covid, freelance side job, etc.). Throughout the whole process, I was made to feel that this was in the bag. The design team (Hilary R.) even came out, discussed add-ons, and congratulated me on my new car purchase when we wrapped up with her. Seriously, I was congratulated as though this was a done deal. Nate came in immediately after (we saw him waiting for Hilary to wrap up), and he started asking if my boyfriend would co-sign, that he needed paystubs more recent than what I had provided, and that my freelance documentation wasn’t adequate. I didn’t want help from anyone at the time, and I couldn’t understand how things just took such a hard left. My partner needed to go to work, so we left at 230p with Nate telling us he would update us as he worked to get this done. My partner even wanted to make sure this guy was taken care of if someone else helped us because Nate had come in on his day off to meet with us. That was probably the nicest part of the whole situation. That evening, I get a text asking about my unemployment and I sent my documentation thinking this was okay. The text I receive back is, “Hey there! So your info has been submitted to the bank of choice. Of course with is being late in the day, we won’t hear back until tomorrow. So far it’s still there and waiting on you haha but I will let you know as soon as I know something.“ What ended up happening is something I can’t even make up. The next morning, when I hadn’t heard from Nate by 1130a, I texted him that I would be trying to apply through my own credit union – I even expressed that it seemed like I wasn’t going to get approved through their banks. So I asked for the requested loan amount. Nate’s reply, “Great. Let me check with the add ones (*ons) from the design girls.” He then texted, “We actually bank with [same bank], do you want us to submit to them?” Not understanding that their paperwork was filled out in a way that would cause me to have an automatic denial, I said, “That would be great!” That was 1150a on Friday, May 22. When I didn’t hear back from him, I started to think that I should ask for help and get a co-signer. Swallowing my pride, I asked. After much debate and weighing options, I texted Nate, “Also, if **** can co-sign, can she do this without being present? She lives in *******” – to which Nate sent the online form and said he would ask, also said she needed to send her ID, etc. I say, “Will do! I’m about to chat with her.” – at 223p Friday. 312p Nate replies stating people are interested in the car we’re trying to buy. I respond by saying I need to discuss things with my co-signer…324p Nate texts to say again that he’s trying to hold the car from other folks trying to buy it. I explain what’s going on and ask a few more questions, and by 5p my co-signer had filled out the forms. After a lot of back and forth Nate replies, “It looks like we found a place!” and proceeds to let us know we need to submit more proof of income. Which was done. This guy then sends a text, “So.. what we believe will be the easiest with ****not being able to show paystubs (btw, my co-signer received retirement, is an independent travel agent and works a very very part time job at an art’s center), is for her to go to her bank and apply for the loan herself and that way her personal bank has all of her info and will be able to get anything else they may need. The car is still here, so if she goes in the morning and talks to her bank about the vehicle and a loan, we believe we will be able to get it. It’s hard for banks to accept loans right now without proof of income coming in. Her bank has her deposited checks and her personal information and should be able to assist better. I still have hope!” To which, I replied, “Are you not able to just take her retirement? I can’t ask her to go to her bank to apply. Did you say a bank statement showing a pay deposit would work?” To which Nate replies that he asked his manager to submit the forms with just her retirement and he would do so. He also stated that with it being so late in the day (645p) we wouldn’t hear back until the morning. To be honest, I think Nate recommended I get my co-signer to just get a loan through their bank because this is where they knew they screwed up. I can only speculate, because not one person from this place has explained anything to me honestly. Moving on… Next morning, at 916a I send a text asking if everything worked out and inquired if my debit card would be an acceptable form of payment for my down payment. Nate texts back at 934a, “Good morning! I sure will. And yes, you can use your debit card. I’ll let you know something soon.” Hours pass…at 1128a I ask Nate to let me know if there are any issues, and if we needed to try another dealership we needed to do so sooner rather than later. No response… I let my co-signer know that I hadn’t heard anything – we both become concerned at this point. While chatting, my co-signer receives a weird voicemail from a Johnny Johanny who seems to be reaching out to her as if she’s a new lead that needs to be worked. I have this voicemail and Johnny’s message is weird, to say the least. I send Nate the voicemail along with my trepidations, “My [co-signer] just received this VM – it’s very concerning to us that just anyone is accessing her info. I will be coming in around 140p.” Again, absolutely no response… I arrive around 2p and ask for Nate. He comes to the foyer, after I hear him and someone in the finance department mention my name, my co-signers name and something about Wells Fargo. Nate then gives me a run-around. Seriously, he started the convo by saying they still needed income verification – BUT everything was submitted. What he told me in person made absolutely no sense at all. I let him basically BS me and he ends the conversation by assuring me my loan was still being worked on. I leave extremely confused, but I tell him that I’ll let him know if I find another car elsewhere because he couldn’t say if the bank would get back to them same day or not and we really needed to get this done. I told him this was becoming a bit tedious for me, and acknowledged it was for him as well, but he stood there and apparently lied while I tried to understand what the heck was actually going on. Since I really wanted a Subaru, I called Georgetown Sub and decide to head that way since the two dealerships are not related. They had inventory, and at this point I’m ready to NOT give Austin Sub the business because I’m feeling really uncomfortable with the whole process. What did I find out? After re-starting the loan process and waiting three hours, I am told that Austin Subaru basically screwed me over. How? Let me tell you… Apparently, Austin Subaru ran my loan application through at least 11 different banks (all the major ones) with information that any auto-finance person with experience would know would result in an automatic denial. Georgetown tells me that their finance guy spoke with Wells Fargo’s loan officer and found out that Austin Sub submitted the app and should have known I was denied for at least a day. So this means when I went to Austin Sub after Nate refused to respond to my valid concerns, he knew that there was no way I would be approved. Not only did I find out the way they filled out the forms would result in a denial BY LAW from any lender, but I was told I would not be able to get ANY financing through any other dealership for 60-90 days unless it was in-house financing outside of Subaru. Even then, there’s no guarantee when you only have one shot. I was also told that I would have been approved had Austin Sub filled out my forms with my paystubs up to Covid. Maybe not for what I applied for, but at least for something certified. Reliable and with a warranty were two of my main concerns in a new vehicle. While my new sales rep at Georgetown was breaking the news, and sincerely apologetic, I most certainly sent a text to Nate telling him “you F***ed me.” I asked him to shred all of mine and my co-signer’s info. I told him that Georgetown was honest and upfront about everything, including what Austin Sub had done. I also brought it to Nate’s attention that I now had to wait 60-90 days to reapply for anything. “We sure will,” was the only reply I received from this person. He didn’t take ownership, he never gave me straight answers, and he was too cowardly to let me know what was actually going on. Every step of the way, this guy left me in the dark. I told him I would share my story and that they should be ashamed, as they should, for not having the courage to be honest. He knew all day I had ultimately been denied because they didn’t know what they were doing. Georgetown was on track to get me approved because they seem to have experienced staff who actually know what they were doing. My last text to Nate asked for the owner’s contact info/email address, to which I did not receive a reply. I doubt I receive one. To the owner of Austin Subaru, please make sure your salespeople are trained on how to deal with special circumstances. Please make sure no one is ever led on the way I was led on – never receiving ANY word on approval or denial is pretty messed up when you hand over such personal and sensitive information. Make sure your financial department knows how to fill out forms properly. Above all, Nate needs some training on how to deal with giving people bad news. To just take someone’s info and then start ignoring them is so wrong on so many levels. This actually hurt me, as I was left in disbelief that this was something that could actually happen. Georgetown had to break the news to me and said that they couldn’t do anything with my application for financing because Austin Sub had already hit every bank possible. For someone trying to make a better life for herself, it doesn’t help that these guys screwed me over from anything but Toyota or another dealer’s in-house ONLY financing. Seriously, Austin Sub made it to where I can’t even go get third party financing from another brand for 60-90 days, and they won’t even take ownership for what they did - NO apologies, NO acknowledgement. Just a “We sure will,” when I asked if they would shred my info. By the way, Nate had another person’s ID in my file folder, seemingly felt embarrassed about it when we saw it, then waded it up and threw it in the trash in front of me and my partner. Do they shred all the things that simply go into their waste baskets? Who knows, but I don’t think I would like my photo-copied ID just ending up in the waste basket and then the dumpster for anyone to obtain. Paranoid? Maybe, but I should have known then that I was dealing with someone who is either new or just doesn’t know how to handle situations properly. I digress… I would have had no problem being told I was denied – I went into this whole thing thinking I would be - but to know I would have been approved had Austin Sub not been incompetent, to know that they were too cowardly to be up-front about the situation, AND to find out they did something SO detrimental that it cannot be corrected, I have a BIG problem. Not that they care, and not that anything can be done to fix this, but if I can’t get in-house financing from Toyota, Honda, or some other reliable car-maker, I will either have to get another crappy vehicle or pay $700 a month for a rental for the next three months. Nate Lowther didn’t care. His manager didn’t care. The financial person who ran my app didn’t care. They strung me along and then thought ghosting me was an acceptable way to handle such a horrible situation that could have been avoided. As I write this, no one from Sub Austin has even told me I was approved or denied. The salesperson at the unrelated Sub in Georgetown was the one who had to break this news to me, and he felt horrible in having to do so. Again, these two dealerships are not even owned by the same people but I had to go to Georgetown to find out what actually happened. Nate, I still believe that you and whoever you worked with on this should be ashamed of yourselves for not being forthcoming. I might have used the F-word to describe what you and your finance person did to me, but I believe using it once to emphatically let you know exactly what you did was justified and within reason. Seriously, you f***ed me. --Or is there another bank out there to which you haven’t tried to submit my information – with info that experienced folks in your industry KNOW will return an automatic denial? Georgetown told me that my last actual pay stubs were still usable and they were actually using them to get me through. I got tiered and then ran into a wall because of the paperwork you all submitted to every bank possible. Learn to communicate about the process and what is going on during each step. Learn that ghosting people just because you don’t want to be honest about what happened is not a trait suited for someone in your position. Most of all, I hope you learn that you can really put someone in a worse place than when they walked through your doors if you don’t know what you’re doing. I came in knowing exactly what I wanted and I didn’t need anyone to sell me on anything. I was looking for someone who could be straight-up and honest. That you were not, and now I am left utterly devastated by your ineptitude. More

Service Visit - Excellent! Very good service on my Ascent for scheduled maintenance and an AC issue. Will - with help from my sales consultant Steve Carter - did a great job ta Very good service on my Ascent for scheduled maintenance and an AC issue. Will - with help from my sales consultant Steve Carter - did a great job taking care of this visit. More

Gold standard ! From the first phone call for my service to the turn around of my needs, everyone was what you dream of for a service experience ! From the first phone call for my service to the turn around of my needs, everyone was what you dream of for a service experience ! More