Heritage Subaru Catonsville - Service Center

Could improve in customer service 4/17/18 I usually go to this dealership to get my subaru serviced. You meet with a representative first and then give them the keys. They call you whe 4/17/18 I usually go to this dealership to get my subaru serviced. You meet with a representative first and then give them the keys. They call you when your car is ready however when you go to get the car, no one has ever talked to me about it. There's no follow up on anything about your car, if something is wrong, if everything looks great, or a "you may need new tires in the next six months so keep an eye on that at your next oil change.." etc. You come in and pay and leave. The service representative does NOT go over all the costs or anything after the car is done. You see him or her once in the beginning. I got a bill that was 120$ more than I expected and I just wanted to know what was the reason for this- not trying to dispute the bill-just curious what are the 2 added fees that change my bill from 250 (which is what the service rep agreed with me in the beginning of what it would cost) to now 370. The front desk girl was on her cell phone clearly annoyed she had to work and speak to me. She didn't know what the charges were and had to get the rep. The rep said that 250 was for labor but parts and disposal was another 120. Well why wouldn't you tell me that in the beginning! It's not like those are surprise changes! You knew I was getting everything on the 30,000mile checkup! Disposal of oil and new filters are obvious charges so don't tell me it's all a part of the 250$. Just be honest and tell me that labor and parts will be "in addition to" the 250. Well fine of course I'll pay the whole amount. It's what it costs. Now I begin waiting 20 minutes for the guy to bring my car around. One of the workers said they were washing my car which is why it was taking so long, Well if thats the case then do that before I get there. You called me and said my car was ready when actually it wasn't. When I went back in to inquire about it no one seemed to help. One guy gave me my keys, "Your car is right around the corner" and walked away. OK wait where is it- point me in that direction. So long story short, no one brought me the car, I found it, I had to come back in to ask about getting my keys, I removed the plastic wrap and paper foot mat myself, and oh it was never washed- white chalk stuff on the back. I had to go so there wasn't time for me to ask about it or speak to someone. Got what I needed from the dealership but please please talk to your customers!! Tell them how it went and when they should come back. This place needs better customer service! More

Mistakes and unprofessionalism I was so surprised to see 0 negative reviews of these two service employees, that it makes me question the integrity of the information presented on t I was so surprised to see 0 negative reviews of these two service employees, that it makes me question the integrity of the information presented on this review page. I provided this feedback during my multiple follow up surveys with Subaru, but that doesn't appear to get translated to the general public. I brought my Subaru in for service (covered under warranty) and had reserved a loaner vehicle with Lejuan weeks prior. I spoke with Lejuan the morning of my appointment and she confirmed the loaner was available. When I arrived at my scheduled appointment time, Lejuan was not there and Jennifer was instructed to assist me. Jennifer seemed extremely agitated that I had been promised the loaner when she thought it was promised to someone else. She treated me very unkindly, as if I was a huge burden to her. Another Service staff member spoke with Jennifer and shot her a warning about the attitude she was conveying (I know this because the walls are clear glass and I was sitting right there). She called me into her office but kept grumbling about Lejuan as I sat there, about the fact that she wasn't there to deal with me. Fast forward 30 uncomfortable minutes later after giving all of my information again that I had already provided to Lejuan, it turned out she had given an incorrect name to Jennifer for whom to hold the loaner - not even close to my name/must have mixed up customers - but that one 'minor' detail is what had caused the confusion. Once Jennifer realized Lejuan's mistake, and that the car WAS for me, she became more pleasant. I never saw Lejuan during my service appointment at all. When she called me the following day to tell me the vehicle was ready for pickup, she made no mention of her mistake and didn't apologize for the confusion at all. On top of all of this, when I did get my vehicle back I felt as though the breaks were softer than they were when I dropped it off. I even brought it back later the same week to have them checked, and they said they didn't see anything that would cause the difference I felt. Another waste of my time. I took it to a reputable service center down the road (not Subaru) the following week and they were able to restore the brakes back to what I was used to. Will never, ever, return back to this dealership. More

Disappointing I bought my Subaru Forester at this dealer with lifetime oil changes for free. So, I went in for an oil change. Also asked them to check rear passen I bought my Subaru Forester at this dealer with lifetime oil changes for free. So, I went in for an oil change. Also asked them to check rear passenger side tire- it kept losing pressure. Told they would also do a complimentary systems check. Was told it would take about an hour (I had an appointment!). An hour & a half later I was told they found 2 nails in the tire (after realizing she had entered the wrong tire to check). Asked if I wanted it fixed. Dumb me said yes without asking what it would cost. Let’s just say I could almost have bought a new tire for what they charged to do a repair. Asked again how long it would take and was told about another 30 minutes. An hour and 20 minutes later it was finally ready. Almost 3 hours for an oil change and a patched tire (and that was WITH an appointment!)! When I went to pay, they tried to charge me for the oil change, which I knew to check since they try every time to charge me (it’s all computerized, I don’t understand why this is an issue every time, unless they are intentionally trying to rip me off.) Trust level for customer Service here is very low. More