Crews Subaru of Charleston - Service Center

Very poor customer service For a place of business that advertises "world class customer service" I had expected much better. On 02.25.09 I arrived at 3 pm for my scheduled(3pm For a place of business that advertises "world class customer service" I had expected much better. On 02.25.09 I arrived at 3 pm for my scheduled(3pm) service(replacing 2 tires) and was informed it would be an hour wait. My frustration: 90 min have passed still no car and no communication! So I start to look in the shop for my car . I see it on the nearest rack and 2 wheels are off and progress is being made. 10 minutes later it exits the shop and less then 5 min later its out front. I head out to talk to Matt he informs me that they where unable to reset the TPMS. I asked why they had not confirmed that they could complete the job before hand. At which point he rudely informed me that there was "no need and we don't do that". Clearly there was a need, or we would not have been talking about it. When I asked him about the delay he claimed the TPMS programming was the cause but, I watched the car drive off the lift and know enough about TPMS to know this is false. Matt and I where working towards a solution during or conversation but he never showed any empathy. In addition to the lack of empathy Matt made me feeling like a second class citizen, because I didn't have Subaru. He did so with comments like "I will never work on a Ford again" and "I have been working on SUBARU'S for x years and it's not a problem with them". Our conversation made me more irritated and upset instead of less. To put it bluntly I was really pissed off. That conversation end with me being TOLD I needed to speak about the matter further with Jerry. My anger and disappointment: I did as I was TOLD and spoke to Jerry. Jason over heard the conversation and very politely interjected with an offer of a loner car to which I agreed. Jason went with me to the service area to work out the details. He asked me to give my drivers license to Matt. I did so with an off the cuff remark to the effect of "I did just drive here". My remark may have been negative but correctly reflected my over all poor mood. My comment also reflected my irritation at being asked for something that I had provided twice already to the business(I gave my ID for the test drive and at the time of purchase). Matt returned my poor attitude in kind(never a good move when dealing with unhappy customers) Matt then lectures me in a very condescending way about my behavior and hands me back my ID. After putting my ID away, Matt asks for it again and informers me, that do to my negative comment he has not taken the needed information the first time. xxx goes through my head, never as a customer have I been treated so poorly. In the interest of getting on with my very busy day I give him my ID AGAIN. In a rushed and rude manner Matt explains the loner car form and ends our interaction with "Sign here or don't take the car" I know the schedule and the real world don't always line up but what's the point of an appointment if a less than 30 min job leaves me waiting over 90min? I am not in the auto repair business, but I can do math, I was billed 36 dollars in labor, average billing rate for automotive technician $95 per hour so less then 30 minutes of billed time. The way I see it one of two things happened, the shop lost money on the job or it was not started on time. Either way "world class customer service" would have improved my mood not made it worse. More

Excellent Service Crews Subaru has excellent employees giving excellent service. I’m always greeted immediately. The service technicians are very helpful and explain cl Crews Subaru has excellent employees giving excellent service. I’m always greeted immediately. The service technicians are very helpful and explain clearly what needs to be done! The waiting is comfortable and clean with refreshments. The wait is never long.The car being washed is greatly appreciated! More

Great Service Department Matt was very attentive, on-time, and went beyond the call to make sure everything was handled properly...and at a good price. I definitely feel that Matt was very attentive, on-time, and went beyond the call to make sure everything was handled properly...and at a good price. I definitely feel that they are dealing in good faith. More

Disappointed Told l have a problem with SRS. No replacement part was available for installation. Don’t know when part under front passenger seat will be installe Told l have a problem with SRS. No replacement part was available for installation. Don’t know when part under front passenger seat will be installed. This is a safety concern as the problem is with the SRS. More

very courteous and prompt. They are always very courteous, letting you know whats going on. They let you know if something needs to be replaced before they just do it. Service They are always very courteous, letting you know whats going on. They let you know if something needs to be replaced before they just do it. Service is always very prompt. I have never had a long wait. More

Great customer service We were traveling through the area and needed a new key fob for our Subaru. We're not one of their regular customers and they will probably never see We were traveling through the area and needed a new key fob for our Subaru. We're not one of their regular customers and they will probably never see us again but they handled our problem like we've bought a dozen cars from them. They had honest pricing and there were no surprises. We are so lucky to have found them. A special shout out to Dominika, she was outstanding. More

My Rating for Crews Subaru This dealer is outstanding. My wife and I have purchased 3 vehicles from them. We experience great service on a valuable and reliable product. Crews S This dealer is outstanding. My wife and I have purchased 3 vehicles from them. We experience great service on a valuable and reliable product. Crews Subaru goes the extra mile to provide care, integrity and value on an excellent product. More

Service Always great service. Friendly. Convenient and quick service. The price is reasonable. This is my third Subaru. Always happy with your service. Thanks Always great service. Friendly. Convenient and quick service. The price is reasonable. This is my third Subaru. Always happy with your service. Thanks Have a Merry Christmas 🎄 More

Great service team. Mr. Parish and his team are great. They always take care of me when I bring my car in for service. They remember my prefences (no car wash) and always Mr. Parish and his team are great. They always take care of me when I bring my car in for service. They remember my prefences (no car wash) and always keep me in informed throughout my service visit on how things are going. I won’t go anywhere else. Thanks to the team at Crews Subaru! More