Heritage Subaru Catonsville - Service Center

Poor Job on the Oil Change This dealership did my oils change and they did not put the plug back on correctly on my 15 month old 2015 Subaru Forester and the engine blew up. This dealership did my oils change and they did not put the plug back on correctly on my 15 month old 2015 Subaru Forester and the engine blew up. I know nothing about cars. I was driving on the highway going approximately 65 mph when the car engine choked a bit and plumes of black smoke came out of the back of the car. My 5 and 3 year old were in the vehicle. I panicked because I thought the car was on fire. This was a frightening situation. I didn't know what was wrong. When the tow truck driver came and lifted the car, I asked him to check under the car. Within 20 seconds he said, "your oil plug is gone". I wiggled my way under the car and took pictures. Oil plug was gone, the entire bottom of the car was covered in oil including the back of the car. Instead of taking apart the engine to see what damages were done, they hooked the car up to a machine and tested the engine pressure (PSI) at different RPMs. Dealing with Chris Maloney is also another story. He and my service agent Jennifer kept saying "let us help you". Do not tell an angry customer that when you messed up. You are not helping me! You are responsible for fixing the damage you guys caused! And when I brought my ruined car in, Chris told me "if we find that we did something wrong, if we find that the engine needs to be replaced, if, if, if"!! Nice way of trying to cover you xxx. But honestly, the fault was with the service and I probably would have reacted different if some sort of apologies and good faith words were provided to acknowledge the error and make me feel as though that you will be covering me for your mistake. In addition, telling me that the person who preformed my oil change was terminated doesn't make me happy. It isn't justification for me. He relied on that income. Maybe he had a family? And if he did have performance issues, why wasn't anyone checking his work? What are your procedures so that these types of simple mistakes do not happen? Also, when I got my loaner, it was mentioned to me to bring back the loaner with a full tank a gas... Until I gave her the "look".. Like really? Mess up my oil change and tell me that I have to fill up the loaner car tank. Excellent customer service. What was offered. The service department offered an extended 100k warranty which I already had on my vehicle when I purchased the car. I already have the extended warranty. So, what now?! I refuse to drive my kids in a car with a messed up engine. Who knows what the extent of the damage is when you just test PSI? I called a few mechanics and they also said that the engine needs to be taken apart to assess the damage. Most likely engine does need to be replaced. Still haven't received an apology. Do not take your car here to get services. I looked up the ratings and it's low. A huge change needs to be made for both mechanical and customer service. Bunch of clowns are working on the car. They don't care. And will it do what is right by the victim. In addition, they have insurance to cover these mistakes. But it's the consumer that gets dinged. I have spoken to a couple lawyers and I would most likely win in arbitration. If you made it this far, you deserve a cookie. If you do decide to take your car here, beware. This probably will not happen again, maybe it will, but this is how I felt about the ordeal. Just a huge menace and a headache! I want a service dealership that cares about their customers and experience. More

Mechanics are incompetent I took my 2015 Subaru in because of a recall. My car was working just fine but they needed to keep it for the better part of a week because they appa I took my 2015 Subaru in because of a recall. My car was working just fine but they needed to keep it for the better part of a week because they apparently blew several fuses in the process of replacing an ignition relay and destroyed the BIU. When I picked it up, they hadn't put the car back together completely. They had left parts in the cupholder (there are still 2 screws in there). Now, I have no seat belt alarm for the driver's side and the passenger seat belt light and air bag light remain on. The service manager didn't really seem interested in the poor quality of the service he was providing. All he did was apologize. My advice: don't have your car repaired at this dealership. More

Terrible unresponsive long service Customer service is poor, lazy and unresponsive. Took 5 weeks to get a part and complete repair. Left a pristine car absolutely dirty and greasy with Customer service is poor, lazy and unresponsive. Took 5 weeks to get a part and complete repair. Left a pristine car absolutely dirty and greasy with hand prints and footprints on interior leather. Called for Manager to give feedback leaving a detailed message. Never bothered to respond. Will not return. More

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

An efficient and pleasant experience thanks to May Farris. Took Outback in for service and came away with a new Legacy. We had dealt with May previously and found her friendly and efficient. She immediately un Took Outback in for service and came away with a new Legacy. We had dealt with May previously and found her friendly and efficient. She immediately understood our needs and we're thrilled with the deal we were given. More

Above and Beyond Service I wanted to take a moment to extend my incredible gratitude and praises to the staff for all of the hard work and persistence they showed with my rece I wanted to take a moment to extend my incredible gratitude and praises to the staff for all of the hard work and persistence they showed with my recent extensive repairs on my car (2011 WRX). It was some challenging work as there were some complicated repairs that I feel were a result of the previous owner before I bought the vehicle used. Their technicians did excellent work and the engine runs and drives like a new car now! It is even running with better power AND fuel efficiency! Additionally, I would like to extend my highest and sincerest praises of Heather and her level of “above and beyond service" that she showed to me. The job my car required was a demanding one and she went so far above any expectations I could have possibly imagined. She was so friendly, helpful, informative, and communicative throughout the entire process. I have never received a higher level of customer service in any field than I did from Heather and the technicians at this dealership. She is an incredibly valuable asset to your business and I hope she will be available to help me with all of my future needs. I will be a returning customer to Russell Subaru for as long as I live in Ellicott City, and the main reason I am so emphatic about that is because of how incredible Heather was throughout my whole experience. I cannot extend high enough praises of her and her approach to customer service. More

Took the extra step in dealing with the customer. Showed up for an 85,000 mile oil change at the service department of Russel Subaru on time...except that I was one week early.. When I realized my mis Showed up for an 85,000 mile oil change at the service department of Russel Subaru on time...except that I was one week early.. When I realized my mistake and offered to leave and come back on the correct date, Service Manager Heather Wingerd told me to stay and she would fit me in. While waiting to have my oil changed, she came to tell me that the technician noticed a few problems regarding my Subaru Forester. She fully explained the cost and what could be held off until my 90,000 service. I decided to have the work done at this time. She arranged a ride back to my home. When I returned to pick up my Forester, Ms. Wingerd noticed that I had not provided her with any coupons, even though some were applicable to the work done. Noting that I had initially brought in the Forester for an oil change only, she appreciated the fact that I would not necessarily come prepared with coupons for work I was not asking to be done. She then took my total bill, worked in a few available coupons and saved me about 12% off my bill, Clearly, Ms. Wingerd went the extra step for me. This was customer service at the highest level!!! More

Service of My Subaru Forester I was very pleased with the service of my car. The Adrienne was very helpful. I was also pleased with the added service that was provided by TGS. I was very pleased with the service of my car. The Adrienne was very helpful. I was also pleased with the added service that was provided by TGS. More

I came into to have 7500 mile service on my 2014 Subaru Forrester. Everyone was great in the service department - it was a good experience. Forrester. Everyone was great in the service department - it was a good experience. More