Heritage Subaru Catonsville

Refused service program upgrade recommended by subaru This is the second time in my 62 year life I have written a bad recommendation. My 5 year old outback started last weekend the check engine light star This is the second time in my 62 year life I have written a bad recommendation. My 5 year old outback started last weekend the check engine light started flashing, brake light, traction control lights all flashing came. Towed to mechanic who contacted subaru and reported Sub Service program upgrade WVU-31 was needed cost about $250. because I have an extended warrenty, gold Plus extended coverage took to Russell Suburu , where car was purchased, with all information. I must say that everyone at Russell was very pleasant to work with, friendly and seemed very interested in my being happy with the service .Today Russell charged me $80. to check engine codes, Russel refused refused the software upgrade because "it was "not needed" and said the check fee was not covered under warranty. Even with supporting documentation from Subaru explaning this was the problem and it was occuring frequently in alot of subarus they refused to upgrade. I am not that worried about the fee but I will not be able to enjoy my vacation because I am worried about the car. I have never used my warranty, I have only been to the subaru service once when I had to go for new car service. I will now have to seek out another subaru repair service that may be able to help me or pay for the upgrade myself. Shame on you. More

TEST DRIVE HORRIBLE TEST DRIVE EXPERIENCE I scheduled a test drive for today with the internet sales manager. I had emailed him several times over the last w HORRIBLE TEST DRIVE EXPERIENCE I scheduled a test drive for today with the internet sales manager. I had emailed him several times over the last week and specified very clearly the model I was interested in. When I arrived, I met him, who arranged for a rep to set up the test drive. We sat down at the representative's desk, who informed us that no cars of that particular trim were available for test drive. He asked me whether or not I'd be interested in test driving a different trim and I said, "No," since as a buyer, I'd like to know exactly what I will be buying. He then said he would "go back into the key box" and see if he could find me a model of the same trim on the lot. He indicated that he had a model with the same trim (waving the keys at us) and that he'd be back with the car. 10 minutes later, he walks into the manager's office and engages in a heated discusson with the manager. The manager (I believe his name was Don) walks out and says, "The last model with that trim rolled out last night. We have another model here that is in the shop getting scrapes on the bumper fixed. My question to you is what kind of equipment are you looking to get for this vehicle?" I replied that I wanted to drive the trim that I had requested (Subaru Outback Limited) and that it was clear to me that no such trim was available at the dealership. I also politely expressed my frustration that Jason had arranged a test drive without checking to see whether there would be Subarus of the same trim on the lot. I told the manager that I felt as if my time were completely wasted. The manager, without a beat, said that my time was not wasted - he did not acknowledge my frustration in any way, and not once did he say "I'm sorry that the trim you requested is not available for a test drive today." Message to Russel Subaru: If you schedule a test drive with a customer in advance - and the customer specifies the make, model and trim of what he/she wants to buy - then make sure you have that trim available when the customer comes in to do the test drive. If you don't have the trim available, APOLOGIZE and reschedule. The Subaru manager I dealt with today needs to learn two words - "I'm sorry." I bought my first Subaru at Russel 10 years ago - and it will now be the last Subaru I buy from Russel. More

Buying Made Easy This was my second vehicle purchase from this dealership. May is awesome to do business with. I highly recommend this dealership. You won't be disappo This was my second vehicle purchase from this dealership. May is awesome to do business with. I highly recommend this dealership. You won't be disappointed. More

Awesome service and car buying experience May Farris and CJ Jefferson are fabulous. They are 20s on a scale of 1-10. The experience was great and I felt appreciated and cared for. The custo May Farris and CJ Jefferson are fabulous. They are 20s on a scale of 1-10. The experience was great and I felt appreciated and cared for. The customer service May provides is outstanding. She is the best, and I will definitely purchase my next care from her. Thank you, May. More

Excellent car buying experience I dealt with May Farris when shopping for my new Subaru wrx sti. She made the buying experience very easy. Agreed on a price thru email and met up I dealt with May Farris when shopping for my new Subaru wrx sti. She made the buying experience very easy. Agreed on a price thru email and met up in person to finalize the order. Was nice to see someone who was as friendly and helpful as she was compared to the other dealers when shopping for this hard to get car. More

Good experience My experience with sales proffesional, May Ferris, was wonderful. As a femalte senior buyin bj g a car on my own for uthe first time, I had many qu My experience with sales proffesional, May Ferris, was wonderful. As a femalte senior buyin bj g a car on my own for uthe first time, I had many questions and concerns , and May was so patient and explained all aspects of the cars features to my satisfaction. Her no nonsense communication skills put me at ease, and made yr he purchase a good experience. More

Unexpected surprise Came in expecting disappointment due to experiences at other dealerships, left happily with a new car. Mr Yong Lee was professional and friendly, neve Came in expecting disappointment due to experiences at other dealerships, left happily with a new car. Mr Yong Lee was professional and friendly, never pushing us to make a choice. Besides giving us a great deal, he paid great attention to detail, making the shopping process a breeze. Kudos to Mr Lee. More

No games, good experience We were there last weekend and purchased a new Subaru. Steve Sherman helped us and the whole experience went smoothly. We knew the price others had We were there last weekend and purchased a new Subaru. Steve Sherman helped us and the whole experience went smoothly. We knew the price others had paid for the vehicle and we knew how much our trade-in was worth. We were happy with how professional and knowledgeable Steve was. No games, no haggling. We will recommend him to friends and family. More

First time Subaru buyers Mr Lee, the sales consultant, was extremely helpful. He was not pushy, He took his time to explain the features in the car. He made us understand th Mr Lee, the sales consultant, was extremely helpful. He was not pushy, He took his time to explain the features in the car. He made us understand the kind of car we were buying. We highly recommend Mr Lee to anyone More

May Made Our Day Our salesperson, May, was polite, efficient and helped us get the car we wanted. May was a real pleasure to work with. We highly recommend the entire Our salesperson, May, was polite, efficient and helped us get the car we wanted. May was a real pleasure to work with. We highly recommend the entire organization. More