Austin Subaru

It's complicated . . . I should be over the moon with Austin Subaru and my recent service experience: Craig in Service was kind and resourceful, I wasn't charged a penny for I should be over the moon with Austin Subaru and my recent service experience: Craig in Service was kind and resourceful, I wasn't charged a penny for the work or they did to replace a gear shift plate that was malfunctioning on my 6yo Impreza, they provided a lovely loaner car so I wouldn't be without transportation while the work was being done, and the 45 minutes or so that I did wait for things to shake out and the loaner to be ready were entirely pleasant with the addition of a cappuccino and bagel provided (also free) by the awesome waitstaff at the cafe. So why am I feeling reservations about recommending Austin Subaru wholeheartedly? Well, mainly because the service took a week to perform. When Craig and I spoke initially, he told me I really didn't have an option other than to leave the car with them, and they'd be happy to call me an Uber to get home, as there were no loaners available until the following week. I live in SW Austin, so it's a 20 minute drive, I don't have a second car, and Craig said they wouldn't even be able to get to looking at the car to diagnose the problem for 3 or 4 days. I asked if I could make an appointment to bring the car in when they could look at it immediately, and Craig said no, that would just put me at the end of the line again on that day. He said he could try to get someone to look at it today, and directed me to the lounge to wait for what I expected to be all day (I got there in the morning). I have been in this very situation what seems to be every time I visit Austin Subaru--waiting forever in a very nice waiting area, with plenty of junk food to tempt me (not good), surrounded by well-meaning, very busy service and sales people. I had had the forethought to bring my knitting, so I pulled that out. 15 minutes later Craig returned to the waiting area to tell me that he had found me a loaner, and 30 minutes after that I was on my way home. After not hearing from the service team, I had to call a few days later to check the status of my car. I got Craig on the line, and he apologized for not having kept me up to date. Apparently the part needed was on order, but it would be a few more days before it would arrive. I was a little confused, because I though they would want to ask first before actually ordering a part on my behalf, but I figured whatever the cost, I needed the car in working order, so. A few days later, Craig called to let me know the car was ready. I went in and traded out the loaner for my car, and was surprised that both the service and parts were provided for free. I'm still not quite sure why that was. So I should be happy, right? More

Double-checked emergency transmission replacement Susan was very responsive and prompt. Finance still has not contacted me about an extended warranty. Not sure why. Glad there was a loaner that Susan was very responsive and prompt. Finance still has not contacted me about an extended warranty. Not sure why. Glad there was a loaner that day. Employees seemed harried. More

Factory recall work Excellent service received on factory recall work. Excellent communication and excellent service and return of vehicle. Adam Crab communication was Excellent service received on factory recall work. Excellent communication and excellent service and return of vehicle. Adam Crab communication was excellent as was all aspects of work completed. More

Oil change and inspection Everyone was courteous, and they finished my service extremely fast. I love the pride they take in treating customers well! They opened promptly at 7 Everyone was courteous, and they finished my service extremely fast. I love the pride they take in treating customers well! They opened promptly at 7:00 and I was done by 7:45 and on my way. :) More

Very Satisfied with service All aspects of service experience was great. Christian very professional. Service timely, nice loaner car and everyone was very pleasant to work wit All aspects of service experience was great. Christian very professional. Service timely, nice loaner car and everyone was very pleasant to work with. Service department clearly run very well. More

Great customer service Awesome waiting area with fill coffee bar. I have not had a bad experience with any one in the service team. They are very focused on customer experie Awesome waiting area with fill coffee bar. I have not had a bad experience with any one in the service team. They are very focused on customer experience. More

On time, friendly staff, nice lounge Service team was prompt, staff remembered me, perfect latte and dog biscuit! Employees seem to be happy in their workplace. So glad I bought at this d Service team was prompt, staff remembered me, perfect latte and dog biscuit! Employees seem to be happy in their workplace. So glad I bought at this dealership. More