Tucson Subaru - Service Center

This for a service appt on 24 APRIL 2024. We have owned 2 Crosstreks and our newest one is loaded with all possible options to include the dreaded EyeSight system. So far, we have had 2 insta We have owned 2 Crosstreks and our newest one is loaded with all possible options to include the dreaded EyeSight system. So far, we have had 2 instances of a code being generated and the EyeSight system shutting down. When that occurs, many items quit working to include cruise control, high beams etc. So we made an appointment to get this fault repaired. This is a long story but here are the highlights: Upon receiving back the car we noticed that the windshield had scratches in the middle of it. These scratches are very distinct and appear only in the center section in approx. 2 ft path. They look just like someone (like a technician) took a green scuff pad and tried to remove something from that area. It does not look like a damage that would occur from taking your car to the car wash (as the service manager suggested). Pictures of the scratches are hard to produce that show this damage, and this forum does not allow for pictures. The reason I bring all this up is that when we brought the car back to the dealership to discuss the damage we were told that this was pre-existing damages and that they would attempt to buff out the windshield to get rid of the scratches. When my wife picked up the car for the original service appt. the service tech mentioned that the tech who did the repair for the EyeSight problem had found some "film" on the windshield and tried to remove it. Later the Service Manager stated that this film was on the inside of the windshield and therefore the damage we are seeing is on the outside and so "it couldn't be caused by the tech" All of this was discussed with the service manager and his position was that Tucson Subaru did not cause this damage and hey why don't you just get your insurance company to replace the windshield since these scratches are likely what is causing the EyeSight system to shut down and code out. So this is why I am posting this complaint. First off, they replaced the EyeSight cameras to clear the codes which if the windshield is the cause, the cost of a windshield is significantly cheaper than the $4k that the SM quoted for the camera replacement. The cameras cost $2300 according to their parts department and there is no way that the calibration process could cost $1700. So now I am dealing with a service manager who misquotes prices dramatically and who suggests to customers to replace a windshield on their own, versus accepting responsibility for their own damages. As I read through the negative posts on this forum the pattern is clear. The service department never does anything damage wise and the manager ALWAYS protects the company. While that is commendable when accurate, it can never always be true. Employees do make mistakes, but they rarely admit it for fear of repercussions. Finally, this dealership institutes up-sells of services. Our car had 16K miles as of the date of services. They also performed the 18K service. The recommended we have the tires balanced and a 4 wheel alignment done during this service. As someone who does most of the work on my non-warranty covered cars, I know a little about mechanical things. If a car needs an alignment then you will see unusual tire wear. There is none of that. If the tires need to be balanced, you will experience some type of shimmy in the steering and or again some type of unusual wear patterns on the tire tread. None present. When I confronted the SM about this I was told that he gets his car aligned every year. And the Tucson roads are terrible. Bottom-line, you need to know as a consumer that when you bring your car in here for service, they will consistently try to get more work performed than you may need and if you are not mechanically inclined, they could potentially take advantage of that. Customer beware! Don't take my word for it, look at the reviews on this forum. We will likely sell our car just to get rid of a car that has to be serviced at this Subaru dealership. More

I was able to get my old battery replaced with a new battery under warranty. Also got a software update and a maps update Also wiper blades were replaced and fluids were topped off. battery under warranty. Also got a software update and a maps update Also wiper blades were replaced and fluids were topped off. More

After every service visit I receive a follow-up email from Tucson Subaru and a text message from my service advisor which shows that Tucson Subaru really cares. Following a recent brake service and upon from Tucson Subaru and a text message from my service advisor which shows that Tucson Subaru really cares. Following a recent brake service and upon receiving the usual text message from Dan Ford, I had a question. Dan checked with his technicians and got back to me promptly with a reply. I really appreciate having a go-to service advisor like Dan Ford. More

This was the BEST Service Dept experience I have ever had. From the moment I was checked in, until I picked up my vehicle (earlier than promised) I was impressed with the great attitudes and service. My had. From the moment I was checked in, until I picked up my vehicle (earlier than promised) I was impressed with the great attitudes and service. My service advisor, Jesse, went above and beyond to make sure everything was taken care of to my complete satisfaction More

Dan Ford and Scott Gregg are two trustworthy members of the best sales and service team I have dealt with in my 75 years and 11 Subarus. the best sales and service team I have dealt with in my 75 years and 11 Subarus. More

Great service. Joseph was very good in taking us through the entire selling and buying processes and demonstrated how to access information needed. His expertise wa Joseph was very good in taking us through the entire selling and buying processes and demonstrated how to access information needed. His expertise was very much valued in not only getting the paperwork ready but in demonstrating the cars features. His patience and personality were valued and appreciated. Thanks, Eva and Alfredo More

Another extraordinary service experience at Tucson Subaru. I made an appointment on TucsonSubaru.com at a time that was convenient for me. The following day I received a phone call confirming my appoi Subaru. I made an appointment on TucsonSubaru.com at a time that was convenient for me. The following day I received a phone call confirming my appointment, quoting a cost estimate, and offering me a complimentary loaner vehicle. On the date of my appointment I was greeted promptly by my go-to service advisor Dan Ford who, after confirming the service work to be performed, directed me to Chris at the loaner desk. I was on the road in the loaner within 10 minutes of my appointment time. Later in the day, the drop off of the loaner and pickup of my Forester was just as efficient and convenient. What’s not to like? Bill B. More

My specific need was handled promptly and cheerfully by Matt. He provided a loaner car if needed. Matt. He provided a loaner car if needed. More

After two failed attempts by Safelite to replace my cracked windshield with the correct glass, my insurance company transferred my claim to Tucson Subaru. Dan Ford greeted me promptly at my appointment cracked windshield with the correct glass, my insurance company transferred my claim to Tucson Subaru. Dan Ford greeted me promptly at my appointment time and J. Yee had me in a loaner car in no time. Because of the issues with Safelite, I asked Dan to verify the part number of the windshield to be installed before proceeding with the replacement. Dan phoned me and confirmed the correct windshield was being installed. Upon inspecting my new windshield when picking up my car, you would never know any work was done. Everything looked perfect! Another great service experience at Tucson Subaru! More

Another great service visit with Service Advisor Brittney. It's great to have a woman on the team who listens and does not talk down to female customers. This is my second experience with her sinc Brittney. It's great to have a woman on the team who listens and does not talk down to female customers. This is my second experience with her since summer, and glad to see she is still there. The work was estimated at 5-6 hours and was completed while I worked in the customer lounge in less than 3 hours. More