Bryan Subaru

excellent On time, well received, all maintenance explained with detail. Was told to come back for a car wash as on Saturdays was not available. I appreciate t On time, well received, all maintenance explained with detail. Was told to come back for a car wash as on Saturdays was not available. I appreciate the attention and courtesy of all involved. More

Inept. Has really gone downhill. I used to have good experiences with this dealer. It's the only Subaru dealer in my immediate area, and though it's on the edge of town, I was willing I used to have good experiences with this dealer. It's the only Subaru dealer in my immediate area, and though it's on the edge of town, I was willing to pay for the ease and convenience of using the dealer to service my car. But, this last time customer service was very poor. I don't often leave bad reviews, but I'm not going back after this time. Exhibit A: I needed a loaner vehicle and they were comically unable to coordinate this request. My situation was more than just routine maintenance, it was a troubleshooting request that was somewhat time-sensitive. After a few days of waiting for a loaner to become available (completely understandable), I was told that I should be next. In the days that followed, I was promised multiple times by multiple people a callback by ~3pm to let me know if they had a loaner to come back in or not. I never actually received a callback, leaving me to continually have to call again the next morning. A week+ of this went by. It's hard to believe that no loaners came in or out during a weeks' time. Finally I was told they would have one for me on a Monday. That day when I called to confirm, the main front desk person I had been coordinating with told me they had to give that one away to someone who had an emergency. Not a huge deal, but my issue was also somewhat an emergency. I subsequently received an automatic email stating that I had missed my appointment and should reschedule online. I called just to be sure and was told on the phone that that wasn't necessary, that I was still on the list and was definitely next. Another 3 days went by and I called back to be told that they had "given away" the next loaner that she had "asked" them to hold for me via a "post-it-note" on the desk. I'm sure she was doing the best with what she was given to work with, but the whole thing just seems so inept and disorganized. At no point was I communicated properly with or ~voluntarily~ told that I was next on the priority list (because I don't think there actually is one), or that I would get a call when a loaner was available. The message was simply, "sorry, just keep trying" as though it was my job to make it happen. Two weeks of this charade went by before I got a confirmed appointment. They don't have a proper system (post-it notes???) in place for coordinating between service advisors, and they also don't have enough loaner vehicles for a dealership that is 1) way out-of-the-way on the edge of town and 2) in the suburbs where people can't simply go without a car. Exhibit B: I finally scheduled an appointment for 5:30 to drop-off and was assured they were holding a loaner for me. (They actually supposedly held this loaner for two days, but the center console was dirty and the fuel tank was half a tank less than the level reported on the form, so I doubt that.) They close at 6 but it was put into the system at 4pm for some reason. I confirmed the day-of that they had the loaner I needed and reminded that I was not supposed get there until 5:30. I was assured this was anticipated and completely fine and that the service advisor had been notified. I arrived at 5:31 and the service adviser immediately made a comment that he was wondering if I was "coming or not", that they told him I was "running late" and that he had dinner and movie plans after work he didn't want to miss. Despite him being otherwise friendly, this comment was unprofessional and came across as passive-aggressive. I told him I had in fact made the appointment for 5:30 and I knew I was going to make it on time. I just don't see the point in paying dealer service prices and driving way out to the edge of the suburbs of my town for such poor service. After this experience I'm starting to think I'd be better off taking my car to a local mechanic closer to my house. Even if I have to Uber for a day I'd be saving money and time. I am unlikely to ever go back to this dealer again. More