Subaru Superstore - Service Center

Sales Awesome, Service Accountability not so much! My sales experience in purchasing a pre-owned vehicle was great! So it only seemed that this positive experience would continue when it came time to h My sales experience in purchasing a pre-owned vehicle was great! So it only seemed that this positive experience would continue when it came time to have my vehicle serviced. Unfortunately, I'm sad to say this was not the case. My front bumper was to be fixed as it was separated from the frame and a protective clear coat & shampoo was to be done. My service advisor, Andrew Lawrence, told me bring in my vehicle the next day to have everything done. I live in NW Phoenix and since the service center was approx. 40 miles away in Chandler, Andrew offered to give me a car rental if I didn't want to wait. Since their service center had everything that I needed in the way of amenities and a variety of seating areas, I thought I'd be comfortable enough to wait it out. After about 3 hours Andrew told me that my vehicle was done, but the bumper needed a part that he couldn't get in until the following day. I was flying out of town the following day so he told me that when I returned from my trip that if I brought it in again, he would give me a rental car. When I got back in town, I drove my vehicle back to Chandler that morning to have the new part put in to correct/fix the bumper. I was called at the end of the day to pick up my vehicle. When I picked it up, to my surprise, the bumper clearly looked as it did when I originally brought it in. My service advisor, Andrew, tried to push in the bumper by hand and say that it was ok and it was the best they could do. I couldn't believe that the job had not been completed with the length of the time they had had my vehicle. After seeing that I was clearly not happy, Andrew said, "give me five minutes and let me have my technician look at it." When he returned, I could tell by the the look on his face that his technician was unable to just fix what supposedly took 3 hours, could be done in just five minutes. All of the apologies that Andrew gave didn't help me, as I knew that I was going to have to once again make another 80-mile round trip back for repairs. Once I got home, I left a message for the the Director of Service, Gil Watters, and expressed my disappointment of how this repair couldn't be done after supposedly ordering a specific part and having my vehicle twice and driving so far. Mr. Watters told me that I would have to bring the car back so that he could "make it right." When I expressed my unwillingness to make the drive again, he said, ..."I live just north of you and I make the same drive everyday to work!" I don't think this statement was appropriate to make to a customer and it had nothing to do with the fact that a service was not done after having my car brought in twice. He then said he would have to have my vehicle again to take it to an outside body shop, and he didn't know how long it would take. He said that for the trouble he would give me a rental, fill my tank with a full tank of gas and have it washed. He apologized for the inconvenience and reassured me that the repairs would get done. I drove my car in and dropped it off with Andrew again on a Monday morning. After two days of hearing nothing, I decided to call Mr. Watters to get an update. I received a call back from Andrew stating that my car would probably not be ready until the end of the week - and that he would call me when it was ready for pick up. At the end of the week, Friday midday, Andrew said that my vehicle was all set and ready to go. I was excited to finally be picking up my "new" vehicle that I had been away from, and finally would have repaired. My service advisor, Andrew, met me when I pulled up and stated that everything was done. He checked to make sure that the rental was filled with a full tank of gas as he asked me to do upon returning the rental (by the way the "free" tank of gas really wasn't considering that I had to fill up the rental), and handed me my keys to my vehicle. I went directly to the bumper to check it out, one side looked good but the other side was still separated. When I yelled, "are you serious?" Andrew knelt down and was mumbling about how when it arrived it didn't look like this. He then began trying to push the bumper in by hand. I told him that this was unacceptable and he agreed. He left to go inside and when he returned, he told me that Mr. Watters was conveniently not available and that he was "sorry" and gave me some excuse about it being the body shops fault. He also asked me if I could bring the car back in so that he could "take care of the repair to make it right!" I told him that he had my car more than three times to make it right and if it wasn't done now, he wasn't getting my car again. I asked for the "so-called" repairs to be printed up on a receipt, which he did and he attached Mr. Watters card and the body shop's card to my receipt. Andrew then told me that I could contact the body shop since they didn't do the work. What I don't understand is how a reputable company can tell you that your vehicle is repaired when it clearly is/was not. Is there not any accountability or responsibility on ANYONE'S part to make sure "THE JOB" IS done right?! I will not allow Chandler Subaru's Service department to touch my vehicle again. This is a shame because the service department made what was a positive buying experience a negative one! :( Signed, A Not So Happy Customer More

This is the way all Dealers should operate. Bought 2016 Outback Limited. Buying was very unstressful. Gave a very fair price on the car. But that's only part of the story. Had it about 1 week Bought 2016 Outback Limited. Buying was very unstressful. Gave a very fair price on the car. But that's only part of the story. Had it about 1 week and went to "Subaru School" which Subaru Superstore has monthly for new buyers, to learn all about the electronics, how to do such-and-such, etc. Answered all questions from about 30 attendees. But the highlight was riding in a car trying to crash into another "car" only to have Eyesight auto brake for you. Gave one a lot of confidence in the car's accident prevention capabilities. Another thing they do for customers is put nitrogen in the tires, like some other places. But, if the tire loses "air" they will replace the nitrogen for free. When I went to Subaru School I visited the Service Dept to ask about 2 very minor potential warranty issues. Both issues were resolved to my satisfaction and the parts were being ordered and will be installed when they arrive. Again, very minor issues, but the no nonsense "let's fix the customer problems" was very satisfying. I highly recommend Subaru Superstore Service Dept.. More

Service help Justin went over the entire radio and how it worked. He explained everything in detail. The problem was that the radio never needed changed. This ha Justin went over the entire radio and how it worked. He explained everything in detail. The problem was that the radio never needed changed. This had nothing to do with Justin. Went out of his way to help me More

Assistance with Electronics problem, Re: Justin Butcher Our 2015 Forester developed a problem with the entertainment center. I arrived 40 minutes early for my appointment and was promptly assisted by Jerry Our 2015 Forester developed a problem with the entertainment center. I arrived 40 minutes early for my appointment and was promptly assisted by Jerry Zack, service advisor. Jerry sent Justin Butcher to evaluate the problem with me. Justin was very knowledgeable of the system and quickly diagnosed the problem. He was also quite polite and helpful in answering some of my other questions. I was on my way in about 15 minutes with a new radio on order. More

Outstanding Service We had a service issue with our Subaru Outback, which was not purchased at the Subaru Superstore. At the service desk, Dulcie Pimentel was assigned ou We had a service issue with our Subaru Outback, which was not purchased at the Subaru Superstore. At the service desk, Dulcie Pimentel was assigned our car. She was pleasant, professional and attentive to all our needs. We received outstanding service and appreciate all the service team did to get us on the road. We especially appreciated the car wash! While we were waiting I looked at other cars, Justin Butcher assisted me. He did an excellent job of answering all my questions and got me a quote on what a trade would cost, even though I told him I was just curious. He was polite and professional. We enjoy owing our Subaru Outback and when we get ready to trade we will make it a point to visit the Subaru Superstore and look up Justin. More

BT Connection Justin was very helpful and understanding while helping me try to figure out why my Bluetooth audio was not working properly with the spotify app. Alt Justin was very helpful and understanding while helping me try to figure out why my Bluetooth audio was not working properly with the spotify app. Although we were both rather stumped on the issue he handled the situation very well and was helpful, informative and friendly. The experience was pleasant and I would recommend Justin. More

Explanation of GPS and text info. in car. Justin Butcher helped me with an excellent explanation of my GPS and texting information on my Subaru Forester. He is very friendly and very patient Justin Butcher helped me with an excellent explanation of my GPS and texting information on my Subaru Forester. He is very friendly and very patient with me while I was learning how to use the GPS. His explanations were very easy to understand and he is very knowledgeable about the operation of the car. He is an asset to this dealership. It was a pleasure to work with him. More

It was a dark and stormy night! Well, maybe not. But this is a true story. We purchased a 2015 Outback approximately one year ago. In early December we began having issues with "c Well, maybe not. But this is a true story. We purchased a 2015 Outback approximately one year ago. In early December we began having issues with "check engine" lights on the dash. Over the next six weeks my very capable and understanding service advisor probably took a deep breath every time she saw me come through the door. I eventually became very friendly with the service manager. When it got to the point where I was chatting with Subaru engineers I knew I had a serious issue. These dedicated professionals repeatedly tried to resolve the issue with progressively more complicated fixes. When replacing the cars computer failed to fix the problem they decided a complete new wiring harness was in order. At this point I went looking for my sales representative. We wanted a different car. To his surprise and ours, dealership management and the folks from Subaru were already working in this direction. Within two days we were driving home in our new 2016 Outback. The folks from Subaru and the dealership did the right thing, stepped up to the plate and made loyal believing customers out of these first-time Subaru buyers. Being upright on the planet for nearly seven decades I have had more than my share of interaction with dealerships. Given the usual rap on big companies and big dealerships it was overwhelming to discover that some folks really do care about their product, their service and customer satisfaction. In the final analysis, it was an awesome experience. Special thanks to Dulci, Gil, Matt and Rob. A tip of the hat to Richard and Lisa Cvijanovich and their entire staff at Subaru Superstore of Chandler. And our eternal gratitude to the folks at Subaru for standing behind their product. David and Melodie Coons, Gilbert, Arizona More

Good service, sales knowledge My recent experience started in sales, looking at Imprezas. Seton was highly knowledgeable about the car, and Subarus in general -- even my 1997 Suba My recent experience started in sales, looking at Imprezas. Seton was highly knowledgeable about the car, and Subarus in general -- even my 1997 Subaru wagon. No sales pressure at all; I'd give a good rating to the experience. In service, Mike Harris was able to give a quick diagnosis for an air bag warning problem on the wagon, and they were able to get the servicing done quickly and at a very reasonable price. More

Consistent Customer Service I purchased my 2014 Outback on Labor Day Weekend 2014 from Subaru Superstore of Chandler. It was a hot holiday weekend, and my sales associate Curt c I purchased my 2014 Outback on Labor Day Weekend 2014 from Subaru Superstore of Chandler. It was a hot holiday weekend, and my sales associate Curt could not have been more accommodating. I really wanted to make the right Subaru purchase for myself, and he patiently toured me through all three sport utility models until I settled - happily - on the Outback. It was hot; I drove three models; I looked at countless color combos; and I insisted on the EyeSight technology. Curt was gracious and accommodating on all accounts. I never felt pressured or "sold" my car. I felt like I was matched, carefully, to my car. Since my purchase, I have received regular phone calls from Curt to check on my car and my happiness with it. He even came out to my house to help me figure out why my car would not pair to my garage door opener. I am equally pleased with the service staff. I see the same associate - Jerry - who always makes sure I am in and out in a timely manner and that any concerns are addressed before I leave. I feel like I could call and discuss an issue with him if I needed to. He is very approachable. Thank you. More