Jones Bel Air Subaru

The kind of dealer I wouldn't send my enemy to. Our Outback is serviced by time rather than mileage due to very low miles put on the vehicle. No mention of any brake work needed when we had it in O Our Outback is serviced by time rather than mileage due to very low miles put on the vehicle. No mention of any brake work needed when we had it in October for its regular service. Magically less than 2300 miles later we bring it in again for service and behold!, Our rear brakes suddenly are down to 1mm and they are recommending replacing pads and rotors on a car with 32,000 miles. Service Manager Jen, refused to get on the phone to discuss, refused to call me back to discuss. The Service Advisor couldn't tell me if the calipers were locked up or not. Suggested my wife rides the brakes even though the front brakes do 80% of the braking and had plenty of pad life left. Ended up having to go through Subaru of North America, who saw what happened and agreed to take care of the brakes given we were just out of warranty by time, as we were still within by mileage, and they should have told us about them getting low, but clearly didn't do the inspection they said they did. After we were told Subaru was taking care of it, we made an appointment to have the work done, and Jen tells my wife she hadn't heard from Subaru and we were responsible for it until she heard otherwise. Again had to call Subaru of NA, who quickly called the dealer and told them again, to cover it under good will. Jen, the incompetent, irresponsible, inattentive so called service manager has zero bedside manner, zero manners period, and has no clue how to run a service department. For her to speak the way she did to my wife, shows me she has no clue as to what her job entails. To tell a customer who is having a problem that you aren't coming inside because you are "busy" checking in trade-ins is inexcusable. Driving 30 minutes for a "free" oil change is not worth the hassle of dealing with incompetent management, who promote techs not checking out cars until they are out warranty. The dishonesty, attitude, and lack of customer service makes us willing to drive twice as far to go elsewhere. Magically, our email address was deleted from the system too, so we won't be getting a survey from Subaru. Will be reaching out again to Subaru of NA let them know about that. Bel Air Subaru are a bunch of absolute thieves, who tried to take advantage of my pregnant wife, and didn't even have the ethics to try and make the situation right. Stay away if you value your vehicle and the safety of those who drive or ride in that vehicle. More

Service for engine problem Subaru service Ryan does a good job communicating between customer and technicians. He answers question, clarifies problems, calls when he says he's going to call wi Ryan does a good job communicating between customer and technicians. He answers question, clarifies problems, calls when he says he's going to call with updates. More

Lack of Customer Service On 12/5/2016 Jones Subaru in Bel Air, MD performed the work needed to repair the windshield wiper motor under recall. Up until that time there were no On 12/5/2016 Jones Subaru in Bel Air, MD performed the work needed to repair the windshield wiper motor under recall. Up until that time there were no problems with my wipers but I understand the need to perform such repairs. When I needed the washer solution last Saturday I realized that it barely squirted above the wipers in the off position. I revisited the dealership on 12/21/2016 and was told that this was standard. I made it known that It was not the way it operated prior to the recall repair and asked them to demonstrate it to me in another vehicle. I waited outside for the tech and a manager to bring out a set of keys for a similar vehicle for at least 30 minutes to no avail. Needless to say, I finally left but I immediately took my car to another authorized repair shop. Ever hear of a wiper cowl shield cover? When improperly installed, it can crimp the tube, therefore, reducing the amount of pressure needed to shoot the windshield wiper fluid to the proper height on your windshield. When the windshield washer fluid no longer hits mid windshield but just 2-3 inches above wipers in the off position, don't tell me the wipers will spread the fluid and don’t leave me standing on your front lot for 30 minutes while you look for a set of keys to another car so you can demonstrate to me that 2-3 inches above the wipers is normal. If I could give you a minus score for customer service in the service dept. I would. More

Excellent experience The people at the Subaru dealership make you feel right at home. Ryan remembers us whenever we go in for service. He called to let me know there was a The people at the Subaru dealership make you feel right at home. Ryan remembers us whenever we go in for service. He called to let me know there was a problem with my brakes, and obtained approval before completing the work. More

excellent service Service adviser provided excellent service advice. He made sure I got a ride home since the service would take several hours. Car was returned to me c Service adviser provided excellent service advice. He made sure I got a ride home since the service would take several hours. Car was returned to me clean and on time. More

Routine I was contacted to schedule my routine oil change. After being given several times to choose, I chose a day and time that was most convenient for me. I was contacted to schedule my routine oil change. After being given several times to choose, I chose a day and time that was most convenient for me. Upon my arrival, I was greeted enthusiastically and guided through the process with ease and professionalism. Forty-five minutes later I was on my way in a freshly washed car with brand new oil. Thank you for your outstanding customer service. More

Sales and customer service Me and my girlfriend have been to jones for both of our cars. I got mine from the Subaru dealership. These guys are awesome I only dealt with Josh Bra Me and my girlfriend have been to jones for both of our cars. I got mine from the Subaru dealership. These guys are awesome I only dealt with Josh Bradley and the finance advisor Pam or peg. Can't remember her name but they were all great! Very helpful and felt like I wasn't Be short changed at all. Josh even said to me I could bring the car back and get it all deatailed again since it was raining pretty hard and I was in a rush. Josh also took about 45 minutes to go over everything with me in the car. Awesome group of people and they really did try and get me to the point where I was happy with the price. Of course i wanted it almost free but felt very happy with the price they gave me. Would highly recommended this dealership. More

Worst dealership ever; I would give ZERO stars if I could Bought a brand new $35K Outback. They had me drive the car off the lot with a check engine light ON! Told me not to worry about it. After having my Bought a brand new $35K Outback. They had me drive the car off the lot with a check engine light ON! Told me not to worry about it. After having my car for 1 week, I got a recall notice stating the steering column was faulty and the car was NOT safe to drive. I called into John (rep who sold me the car) and he told me to DRIVE the car into the dealership and it would take an hour to fix, even though the notice said DO NOT OPERATE THE VEHICLE, AS IT IS NOT SAFE. Totally clueless. So after I called back in and had to spend 45 minutes on the phone, they were to send a tech out (Josh) to look at the steering column and setup a tow to their dealership. After repeatedly asking them to call me before they come out, Josh showed up unannounced and at the wrong address. Came unprepared and without my phone number. After he finally got to the correct address, he said I had nothing to worry about and he would take care of it from there. He dropped a loaner that was nowhere near comparable to the car I just bought. It wreaked of cigarette smoke and was not clean at all. He told me the fix would likely take a day so I didn't worry about the crappy loaner for a day. I heard nothing for 2 days and decided to call in. I spoke with Matt in service and he advised me that he was sorry (all they say is "sorry") and they didn't have the parts in. It would likely be another week. I asked him where my car is during all this and he said it’s in their lot. After 10 days go by, NO ONE calls me. I call back in AGAIN. Matt tells me he is sorry but they still don't have parts and it will be another two weeks. The whole time attempting to blame the Subaru parent company for Jones' crappy, embarrassing, insulting and xxxx poor service instead of taking some responsibility. I call in again and ask how it’s going and NO ONE, not even the managers have a clue. They tell me they will call their rep and Matt will get back to me that afternoon. But of course, no call from Matt or anyone else. Now over a week later, Matt finally does call to tell me the parts are in. Hurray!! But he also asks if I know where my car is. What?? I was told you towed it away 3 weeks ago. I was told it is in your lot. I was told I had nothing to worry about and now you’re telling me you don't know where my BRAND NEW CAR is. Huh? Are you kidding me? I've had enough so I ask to speak to the owner of the dealership so I can tell them what is going on, because either they don't care either or they don't know. I am told no one knows his number or a way to get in contact with them. They dump me in some random person's voicemail box to alleviate the pressure. I call back in and I get yet another person on the phone that I must explain the entire situation to because they also have NO clue what has or is happening. So here I sit, with the dealership not knowing where my car currently is or what has happened to it. NO CALL BACKS EVER! Still have not heard from an owner. I bought a Subaru for reliability and chose Jones for their customer service and satisfaction. I have not received an ounce of either. As I write this, I still have no answers and no one at the dealership is of any realistic help. My next move is to camp out at the dealership until the owner arrives. WORST DEALER/VENDOR I HAVE EVER DEALT WITH, and I have dealt with literally hundreds. If I ever treated my customers like this, I would not have them. Does Jones really expect me to every buy or recommend ANY of their dealerships? Flat out, NO WAY, NEVER!!!!!! More

Not a great Service experience After arrival - finding no one at the massive service counter except the loaner car guy I was told to pull my car up to the door... the door opened so After arrival - finding no one at the massive service counter except the loaner car guy I was told to pull my car up to the door... the door opened so I pulled in - as I did so a mechanic in another car came around the corner to pull out. Someone came up and told me to leave my car someone would be with me in a minute. The kid who came to get me was the service writer and asked what was my complaint with the car. I made the appt for an oil change and to check a leak. He asked if I wanted to change to full synthetic oil, I said yes and I thought that was required for turbo engines. He said he didn't know??? I left the car and got a call an hour later with a quote two times as much as another dealer to fix the oil cooler gasket leak. I didn't know when I'd have time to get it done so I said go ahead. I was told it would be done at 2. I got dropped off at 2. At 3 it wasn't done and no one had come to tell me why. at 3:30 I was told it was almost done we could take care of the bill. When I got the bill it didn't specify that synthetic oil was used. The writer said - oh they do require synthetic in turbos so your sticker will show that. 1/2 an hour later the car was done. I got in and drove away. #1 - the sticker had that day's date as a return for service date - the wrong mileage and the wrong oil altogether. My husband called and spoke to the writer who assured him the correct oil was used. The stickers are preprinted he told him so thats why it was wrong. I had been assured the car passed the 21 point inspection. Meanwhile I found out that day I had a brake light out and a rear wheel squeal...... I called the service manager - left a message - never heard back. Two days later called to speak to the General Manager - left a message - never heard back. This is the service you get after purchasing multiple cars from this dealership and choosing to have them serviced there. Looks to me like the Jones has gotten greedy and cares very little about customer service or return customers. I would choose any other Subaru dealer. More

would not honor quoted price I bought my wife a subaru oem remote starter for her 2013 outback on line for christmas. I walked into the dealership service department, asked how mu I bought my wife a subaru oem remote starter for her 2013 outback on line for christmas. I walked into the dealership service department, asked how much to install and was given an informal written quote of $100 for the 1 hr install, the service rep made me an appt for the next morning. When I showed up at the appt time, I was told whoever quoted me was wrong, it would be 2 hrs to install and the price after tax would be $285. His answer was there was nothing he could do about it More