CMA's Subaru of Winchester

Worst Parts Department Ever! I have neither purchased a vehicle from nor had a vehicle serviced by Subaru of Winchester and the sales staff has greeted me promptly and has been ve I have neither purchased a vehicle from nor had a vehicle serviced by Subaru of Winchester and the sales staff has greeted me promptly and has been very friendly every time I have visited. My business has been entirely with the parts department and it is the absolute worst I have ever dealt with across any manufacturer. I have now been trying for 3 over weeks to get several parts. I placed my first order on Tuesday, 8/4, and was told everything would be in that Friday, 8/7, when I showed up to collect my order some of the items had not come in because the parts shipped from a different warehouse. I placed a second order for rear differential drain and fill plugs and was told they would be overnighted to arrive Monday, 8/11, and they would call me when the rest of my original order arrived. I never received a call. After hearing nothing regarding my orders for another week and a half, I stopped in again to see if my parts had arrived on Tuesday, 8/18. After saying they knew nothing of my order, they finally found a bag that had my complete initial order but determined my differential plugs had never been ordered. It took the parts staff 40 minutes to look up the plugs and place an order to arrive that Friday. Knowing how inaccurate their arrival dates had been, I did not go back to pickup my order until Wednesday, 8/26. I was handed two bolts in bags, one visually was correct but the other, in a taped not a factory sealed bag, looked very different from the original drain plug. I was told it might be a redesigned part. I took it home and determined the part number on the bag was correct but the bag had been previously opened and the correct part had been switched with another part. I returned to the dealership that same evening to get the problem solved, they placed another order for the same part number and said it was too late to order it for Thursday but it would be overnighted so I could have it Friday. Today, Friday, 8/28, I returned to the dealership again only to be told that the order did not arrive today and I should check back tomorrow, Saturday. This is by far the worst customer service I have received anywhere! More

Used Mercury Mountaineer My wife and I drove 200 miles to look at an 09 Mercury Mountaineer we dealt with Duncan he was one of the internet sales people after taking the vehic My wife and I drove 200 miles to look at an 09 Mercury Mountaineer we dealt with Duncan he was one of the internet sales people after taking the vehicle for a test drive and speaking with Duncan on an issue we purchased the vehicle and drove away smiling More

unprofessional behavior and uncomfortable environment I am a return Subaru buyer and have excellent credit. My experience with this dealership was very unsettling. I will not do business with this dealer I am a return Subaru buyer and have excellent credit. My experience with this dealership was very unsettling. I will not do business with this dealership again. I worked with Randy- his behaviors were unprofessional when it came to the 2003 trade in: he quickly rushed me through the trade in price, appeared irritated when I asked for a rationale of the extremely low trade in price. At one time he throw down the papers on the desk, walked away, and stated "Oh my gosh". He stated it needed a "new engine" this is the first I had ever heard of this. The car had been serviced at the same dealership from 2005 to May 2015. I followed up with the my service department- they were just as surprised as I was. Randy went to get Chuck- his behavior made me very uncomfortable. He repeated told me the car "had a bad engine...how long had it been making the noise... needs a new engine..."He also stated he was not mechanic, but "it needed a new engine." Randy was sitting on my left, Chuck a cross the table, the wall behind me and on my right. Then "Bob" came over stated Í could take the deal with and without the trade in, I was to decide "my choice". And left the table. Chuck continued with the above and added he does not get emotional attached to cars they are for getting from place to place. The car may have needed a tune up - but not a new engine, and the professional behaviors were poor. When I went back to follow up today- to meet t with the general manager. I was told 'he was not here... was not sure when he would be back...did not know his schedule.. "and was told "do not think he has one" a business card. "Bob" then came out from the back and talked with me. However "Bob" did not have a name badge on. He was very apologetic and stated he would "unwind the deal" if I wanted. But then later told me the car was not on the lot it was sold and out of state. Then "Bob" handed he a business card with the name and general managers name on it. It was very disheartening and unprofessional business. I am very blessed to work for a business that does not do business like this. More

Unethical and Immoral Personnel Do not buy anything from this dealership!! We purchased a used car with a power train warranty and within a week we had to have service due to the che Do not buy anything from this dealership!! We purchased a used car with a power train warranty and within a week we had to have service due to the check engine light coming on and they refused to pay for it. All it was is a programming issue and after sitting there all day, was told to bring it to another place because they did not have the equipment to do the required programming and turn the check engine light off. Also the gas gauge on the car does not light up so when you are driving at night, you can't tell how much gas is in your car. We requested they make the gas gauge on the dash light up before we signed the papers on the car and had a verbal agreement with them and they said after the fact since it is not in writing, they are not fixing it. I understand that a power train warranty does not cover certain things, but when they said they would fix it and then went back on their word, how can you trust them. I would expect this from a fly by night kind of place but not from a place like this. What kind of place treats people like this. How do they sleep at night. More

Fantastic Dealership and Transaction We purchased a year old CX-5 from this dealership. We live over an hour from the dealership and are very busy, so the vast majority of our transaction We purchased a year old CX-5 from this dealership. We live over an hour from the dealership and are very busy, so the vast majority of our transaction was conducted via email and phone conversations. We worked with Duncan (who specialized in internet sales). Below is a summary of the different aspects of our experience. Communication: The communication with Duncan was top-notch. I explained that we were interested in the vehicle, but wouldn’t be able to come out and look at it prior to the purchase transaction. He was more than willing to look over the vehicle for scratches, wear, nicks, etc. Duncan was quick to return phone calls and answer emails. Competitiveness: In prior transactions with purchasing a vehicle, I’ve always taken my time and made sure I was getting good value. I’ve been to Northern VA multiple times to purchase vehicles, as they’re typically a few thousand dollars cheaper. Mazda of Winchester was not only competitive with Northern VA, they were lower. Willingness to Negotiate: After explaining to Duncan that I’d need to negotiate terms online and only test-drive, then buy the vehicle in person, he quickly agreed that we could negotiate terms virtually. The dealership agreed to split the costs of taxes/title/registration with us on top of their already low prices. Integrity: Not once did a feel the slightest bit of pressure from Duncan to purchase a vehicle. Even after arriving (after negotiating terms virtually for a week), Duncan encouraged us to test drive the vehicle for as long as we’d like and let us know what we thought. I mentioned before that Duncan visually inspected the vehicle for us prior to our arrival. Upon arrival, we saw a two inch scratch on the back that would need to be painted. Duncan immediately apologized and proclaimed that the scratch wasn’t there upon his inspection. I asked if he’d be willing to paint over it. He said “yes, but you’d need to come back on a Wednesday around noon”. We didn’t think too much of the scratch and figured we could talk to Duncan to make arrangements later. After we test-drove the vehicle and came back to confirm we’d like to purchase, Duncan had a surprise for us. He knocked $100 off our already-negotiated price because he felt bad about the scratch. I’ll reiterate that this was AFTER we’d told him we want to purchase and didn’t bring up the scratch. Summary: I’m positive we’ll never have a better car-buying experience than we had with Duncan at Mazda of Winchester. While waiting to do paperwork, Duncan and my wife and I discussed our dogs. He offered free personalized pet tags for our dogs prior to leaving. We told Duncan that we were planning on heading to dinner after the transaction. He could tell we’d underestimated the time it would take, so he gave us (including my parents who were simply along for the ride) snacks and drinks. He also recommended a great place for dinner. Trust me, you won’t find a better experience than ours. Everything from the initial phone call to the final transaction felt great. We really felt like we were buying a vehicle without pressure. I’m confident that both sides felt great about the transaction and we couldn’t be happier. I couldn’t recommend this dealership more! Stop by, or call, and ask for Duncan! More

I took my wife's car in for service because of some grinding noise that had developed over several weeks. The service advisor, Brad, informed me that the rear wheel bearings were bad. He also recomme grinding noise that had developed over several weeks. The service advisor, Brad, informed me that the rear wheel bearings were bad. He also recommended other services which I agreed to and the final bill was over $2000. After the work was done I noticed a discrepancy between the inspection report and the actual work done. The inspection report indicated that that there was a problem with the condition of the power steering fluid that needed to be addressed. The actual work done was the flushing of the brake fluid. The inspection report did not show a problem with the brake fluid. I called on a Friday afternoon and spoke with the service manager, Chuck, who said he didn't have the information readily available, that it was "in the back," and that he would call me later. After several hours had passed, I called again and learned from Brad that Chuck had gone for the day. Brad said he'd leave a message that I called and informed me that Chuck probably needed to speak with the technician who did the inspection and that he was also gone for the day. I didn't hear from Chuck the next business day, nor the next, ...Finally, after a week, I received a message in my voice mail box that the error had been in the inspection report and that the work done was correct. So while I don't have any complaints about the work done or the bill, I can't say I think very well of how my inquiry was handled. It shouldn't have taken that long to answer my question. More

I buy cars regularly, and have had experiences with many dealerships near the DC beltway that have all been the same - high pressure games to get back as much $$ as possible after an initial great price was dealerships near the DC beltway that have all been the same - high pressure games to get back as much $$ as possible after an initial great price was agreed upon. These games leave me happy to drive away from the dealership with no plans of ever returning. Subaru of Winchester was a completely different experience. Not only did they offer me a price competitive with the "high volume" DC dealerships, they made the purchasing experience completely enjoyable. They honored the price offered over the phone, they kept to their word on my trade-in, Gary, my salesman, was thorough in taking me through the steps of ownership and in explaining all about my new Outback, and their finance manager was polite, honoring of my time, and thorough. I left this dealership not only extremely happy with the price I paid, but actually looking forward to returning for maintenance and service work in the future. I know some Winchester dealerships have the reputation of being hard to bargain with on price, but I found Subaru of Winchester in every way to be the reason to deal with them and not drive east. Excellent marks for every part of the buying process. A special "thank you" to Bobby the General Manager, who took the time to check on my satisfaction, and who was true to his word in every way. A fantastic business. More

Spoke with Duncan about a used vehicle listed on their website. I told me that if I found it cheaper online to print out the other listing and bring it in to him and the dealership would match it. When website. I told me that if I found it cheaper online to print out the other listing and bring it in to him and the dealership would match it. When I arrived he was with another customer and didn't even bother to come over and shake my hand or acknowledge my presence. Another woman told me she would get his notes and finish the deal for him. Although he had noted in his own handwriting the deal we made over the phone, when I presented an apples for apples vehicle that was listed at $15,600 the dealership and Duncan refused to honor the deal and countered with a price that was $1,300 higher! I drove 1 hour and 15 minutes for this! It should also be noted that the vehicle that he described to be as good as new, and which he told me that I would not be able to tell it had been used was full of issues. The tires were in bad shape...there were more than a handful on dings and plenty of scratches. Supposedly they had a paint/dent removal team that had done work in the car...if so, they should be fired along with Duncan. It was the worst experience I have ever had in a dealership. More

My husband and I had a great experience at the Mazda Subaru Dealership in Winchester. My vehicle was totaled and we needed a new vehicle in a short timeframe. I visited the website and called the next Subaru Dealership in Winchester. My vehicle was totaled and we needed a new vehicle in a short timeframe. I visited the website and called the next day to schedule an appointment to view a few vehicles that I had selected from the online inventory. I spoke with Duncan and scheduled an appointment for that afternoon. Duncan was prompt, friendly and a great listener. He was thoughtful and considerate of our budget and expectations and extremely efficient and fair. I would definitely recommend Mazda Subaru of Winchester, and I highly recommend asking for Duncan specifically! More

My daughter took my new 2011 Subaru with 17,000 miles in for what we thought was a recall. There was no recall but, with a brand new baby in her arms, the service department took the opportunity to tell he for what we thought was a recall. There was no recall but, with a brand new baby in her arms, the service department took the opportunity to tell her the car was overdue for the 15,000 miles service. I have an extended warranty on the car which she didn't want to void but she wasn't told that this 15,000 mile service is not required to maintain the warranty. She knows I take care of my car and thought she was saving me a service trip so she signed and had the service done. She called me to tell me they did the required service and the cost was $389.00 and I was shocked to put it mildly. I believe she was profiled and they took advantage of her. It's not what they said as much as it's what they didn't say. I called my dealership who informed me these items are not required to maintain the warranty. There was no reasoning with anyone at Winchester Subaru or negotiating the price and, in fact, I was told by Bob Williams they didn't want me as a customer. In the end, I will pay the bill even though I didn't authorize it and I truly believe they were misleading in explaining this to my daughter. More