Clay Subaru

John Malloch is excellent! I give my recent experience (all my recent experiences, in fact) 4 stars solely on the strength of John Malloch's customer service. If it were just J I give my recent experience (all my recent experiences, in fact) 4 stars solely on the strength of John Malloch's customer service. If it were just John I were rating, I would give 5 stars. I brought my car in because it the check engine light was on, and because the engine seemed to be misfiring. I had explained the problem to Fitzroy Black, my car was serviced, Fitzroy explained to me that I needed a new air filter, but that otherwise the technicians could not find any evidence the engine was not working properly. The next day, my engine light came on again, the engine was clearly misfiring to the point that I was worried my car would stall out and leave me in a dangerous predicament. I brought my car back to the dealership; Fitzroy repeated to me that the technicians had found no evidence the engine was not working, and when I became frustrated that I had paid for work but that the same problem presented, less than 24 hours later, Fitzroy became frustrated and unhelpful; instead of trying to see my point of view (good customer service always addresses the customer as if "he is always right," in an effort to put the customer at ease!!!), asking me follow up questions, or checking in with the technician who worked on my car, he unhelpfully and flatly suggested I return the next day to speak with the manager. Yes, I was frustrated; but my frustration could easily have been assuaged and redirected with adequate customer service. When I returned the next morning, I spoke with John Malloch. John immediately, and kindly, communicated that he understood my frustration. He immediately, and helpfully, assured me there would no further diagnostic charge. He promptly spoke to a service technician who drove with me around the block; the technician was immediately able to experience and diagnose the misfire I had described, and he very helpfully described to me the nature of the problem. John quickly put me in a rental car, understanding I needed to get on with my work day. He told me he would get my car taken care of for me. When I returned to pick my car up, John assured me there was no further charge, and he described to me the repair that had been done. Most essentially, I felt that John, though his responsibility of course is to represent Clay Subaru, was "on my side." I felt that he wanted to ensure I had a good experience; that my problem was addressed; and that I felt good and confident in work, and expense, in having my car serviced by the Clay team. In short, John provided, as he always does, EXCEPTIONAL CUSTOMER SERVICE. It would have been simple and easy had I been treated this way in the first and second place. The steps John took were not complicated, it is a shame that other service reps can't do the same. It was frustrating to need to return to Clay a third time, even though John made it worthwhile in the end. John's care and attention means a great deal, as I have been repeatedly frustrated by the service experience Clay. It is frustrating to have car trouble; it is all the more frustrating when the customer is not a "car person" and the repairs are costly. A little kindness and empathy can go a long way in making a customer feel comfortable and confident, especially when paying for service (even when the service is necessary). Unfortunately, I have found the service reps to be unduly defensive in the face of any verbalized frustration (again, a little "the customer is always right" attitude goes a long way in building trust); they do not do an adequate job explaining the problem, or checking in with the technicians to better grasp the problem in the first place; it feels like it takes work to "convince" the rep there is a problem in the first place. It is incredible and unacceptable, to me, that I felt like I had to do this work when I brought the car in, the day after work had been done, reporting a repetition of the same problem! Were it not for Clay's proximity to my home, and John's superior customer service, I would not bring my car to Clay for service, nor would I recommend Clay to anyone else. BUT JOHN IS THE BEST and keeps me coming back. More

Excellent, friendly, no-pressure customer service. I had the pleasure of buying my car from Joe today. There was zero pressure to buy and no "up-selling". Joe was extremely friendly and knowledgeable I had the pleasure of buying my car from Joe today. There was zero pressure to buy and no "up-selling". Joe was extremely friendly and knowledgeable. He answered every question I had and explained the different features. He took his time and I never felt rushed. I traded in my pilot and he made the process easy. He brought up pricing from kbb and walked through the process with me there so I could see the results. There was no "wheeler-dealer" back and forth haggling. All pricing was up front and honest. This was by far one of my best car buying experiences ever and it was due largely in part to the outstanding service I received from Joe. I would highly recommend Clay Subaru and definitely ask for Joe! More

Clay Subaru Fabulous service! We bought on line and completed the purchase completely on line. The Clay Subaru team made it completely seamless and easy. We flew Fabulous service! We bought on line and completed the purchase completely on line. The Clay Subaru team made it completely seamless and easy. We flew in from Alaska and Tony picked us up at the airport and we drove away in clean, new car with a full tank of gas. They did everything for us and made it so easy! Thank you Tony! More

Excellent service. John Malloch always greeted me in a professional friendly manner. Very nice knowledgeable person to deal with. He knows what he is talking about. John John Malloch always greeted me in a professional friendly manner. Very nice knowledgeable person to deal with. He knows what he is talking about. John is a keeper and deserves a promotion. Keep up the good work John. More

Happy customer I went in for part replacement that prevented damage to the front axle plus a replacement of the passenger air bag unit. John carefully explained wh I went in for part replacement that prevented damage to the front axle plus a replacement of the passenger air bag unit. John carefully explained what was involved. I am very pleased with the service at Clay Subaru. More

Oil change I had to wait 2 1/2 hours for a regular maintenance oil change. I believe that this service should have been 1/2 hour at the most. I had to wait 2 1/2 hours for a regular maintenance oil change. I believe that this service should have been 1/2 hour at the most. More

Always highly efficient and customer freindly Serive Manager Edwin and lead service writer John always greet me as an old friend and efficiently and fairly service my 5 year old XT Serive Manager Edwin and lead service writer John always greet me as an old friend and efficiently and fairly service my 5 year old XT More

Always take care of what ever need you have with the car When I was looking for a new car the saleswoman was so understanding and helped me with my purchase it great the service department is great also so When I was looking for a new car the saleswoman was so understanding and helped me with my purchase it great the service department is great also so I would purchase a nother car from Clay Subaru o recommend people to the saleswoman at Clay her name was Amanda More

New Used Car I got a used 2015 Subaru Forester AWD. I love how it handles and the height in the car is also good. I will send other people I know to your dealers I got a used 2015 Subaru Forester AWD. I love how it handles and the height in the car is also good. I will send other people I know to your dealership. More

2018 Crosstrek purchase I had a very pleasant and easy experience purchasing my new 2018 Crosstrek from Marquis Wilson. I have been using Clay for service on my prior car a I had a very pleasant and easy experience purchasing my new 2018 Crosstrek from Marquis Wilson. I have been using Clay for service on my prior car a 2016 Forester so it only seemed right to purchase the new car from them. I knew what I wanted and Marquis was able to make it all happen. Brian Hebert in the business office was very knowledgeable and efficient in handling all the paperwork. I will continue to use Clay for the service on both Subaru's. Thank you Marquis. More