Recent Reviews from AutoNation Subaru Roseville

I bought my WRX from Elk Grove Subaru and I live in Citrus Heights it was closer to bring my car to Roseville for services. I have been bringing my car to Roseville Maita Subaru ever since 2016 for oil changes. I usually find coupons online and get couple dollars off the service. One time I brought my car in the morning for 6 month service and gave a complimentary car wash coupon to the service person. Left the car and went to work expecting the car oil change, tire rotation and expected everything to be done before I pick up my car. Of course the car was done around noon time. I went after work to pick up and noticed car was not washed. Each time I go to and from the dealer it takes time. Time is very precious to us all. Between work – home – other activities with families through- out the day time goes really fast. When I asked about the car wash they said they will wash it right now. So I waited until the car was washed. Thank you Subaru. My beautiful WRX has been making clicking noise when the engine warm up starting a month or two ago. The noise seems to be coming from the engine compartment. When I press the clutch pedal the clicking noise goes away. I took it to Subaru dealer in Roseville last Friday(9-14-2018) and service advisor Jennifer Luce said my clutch linkage has a problem. They will order the part Friday and it will arrive Monday. Monday morning I take it back to the Roseville Subaru. I asked since the car will need a 6 mo. oil change next month let’s do it now so I would not have to come back and forth too many times. Monday evening when I go pick up the car they said the wrong part was sent and the right part will arrive Thursday. So I said please put the car back together so I can drive it home and bring it back Thursday. They said the mechanic has gone home and we can give you a loner. I said I want the loner to be WRX comparable. They said Impreza is comparable. I asked does the Impreza has manual shifter and 270HP? The manager said no. Then I said how can Impreza be comparable to WRX? He said this is all we have. Boy was I pissed! I started to demanding my car back. They kept saying no. So we finally agreed that the oil change was on the house. I took the loner to the gas station since the gauge was almost empty, then home. Thursday (9-20-2018) I called to see if the parts came and find out when the WRX will be ready for pick up. The part arrived around noon time and the car was ready for pick up around 1600hrs. When I go turn in the loner and pick up my car I asked if the car is fixed. They assured me it was fixed. So I collected the paperwork and started looking for my car outside. I guess they could not find it cause it took about 15-20 minutes before I saw my car. I said thank you and started to drive home when behold the noise came back. I also noticed the clutch pedal is not stiff anymore. With slight pressure the clutch pedal slides forward quickly. I also noticed the 2nd gear doesn’t go into gear easily. I really got pissed and turned around and went back to the Service Counter and basically gave the poor lady (Jen) hell. Later on I apologized for getting upset. Well I told Jen the problem and she assured me that the foreman /top technician will work on it this time. Friday (Jen) called me and said the technician said the clutch bearing needs to be replaced. Will try to finish today. Later that day Heather (customer service) called me and said clutch plate, clutch bearing and flywheel need to replace too. These are consumables and are not under warranty..but we will pay for it. She assured me that repair will be complete by Saturday, but will try to finish today. I demanded if I don’t get the car today you may have to give me free service maintenance for another year. She said maybe. I told her I will be out of town Saturday and will pick up the car on Monday. The job that normally takes 7hrs took one week to complete according to a tech. Why was I punished for one week going back and forth to dealer and work. I feel like service department wasted my time and stressed me for one week wondering when or if my car will get repaired. Was clutch linkage really necessary to replace? Before bringing my car to service the clutch pedal seemed stiff. Now it feel soft. I am wondering if someone took the old (stiff) one and replaced it with a used worn out one(soft) . I don’t know if I can trust your facility to work on my car anymore. A week has gone by and just noticed white scratch mark on the center rear bumper. I know I did not reversed into anyone. Now I am thinking this scratch happened at the Subaru shop or the new guy driving and parking the car outside in the lot. Boy! I really don't know if I can trust these people any more.

Sath Saathi Oct 1, 2018

I have never had a worse experience in any sales transaction. A car dealer over the years has generally been reviewed as people who are shady and find ways to screw you out of your money. As a salesperson myself, I approached this process with an open mind. I did my research and learned that most dealers are moving more towards lower, non-negotiable prices, and focused on customer service. So I went in to AutoNation Subaru and worked with Melissa (salesperson). She was great at first, promised that she would take care of me. I spent close to 8 hours shopping around and came back to her, said, “this is what I’ve found and can get, can help me?” She said, “of course” and had a car that I wanted as well as get me the price and rate that made sense. WE SIGNED THE PAPERS, then the sales manager had to come in and inform me the that the car I just purchase was sold minutes before I could finish the paperwork. We were a bit shocked but given Cameron’s (sales manager) promise to take care of me with transferring the exact car from another dealer we felt as though we were taken care of. WE ASKED IF WE COULD PUT A DEPOSIT DOWN TO MAKE SURE NO ONE BOUGHT IT AND HE SAID DONT WORRY ABOUT IT. The next day they never called me. I had to contact them so they could tell me that car was ultimately sold...they told me that there wasn’t any car within 200 miles that was what I was asking for and if I wanted to continue I had to purchase a different vehicle. I spoke to Dan (a sales manager), he told me “QUIT ACTING LIKE A CHILD” because I was upset, said that he couldn’t get me a 2019 at the price of the agreed upon 2018 AFTER MELISSA SAID SHE COULD. I came in and asked if they were in the business of taking care of their customers or simply selling cars...Cameron said ideally both, so I asked, “why can’t you take care of me?” and he said, “BECAUSE OF A TRAINING ERROR.” I never was able to buy the car I agreed to purchasing. If you want to buy a car deal with a salesperson, if you want to be taken advantage of, deal with AutoNation Subaru.

Gabe Chimenti Aug 19, 2018

After researching cars for months we chose a Subaru BRZ and wanted to test drive an automatic. We eventually connected with Autonation Roseville Subaru. Since we were in no hurry, the sales rep said they would get an automatic for us to drive and it finally arrived a couple months later. We went to drive it Saturday, June 9. We drove the car and loved it so decided to buy it but it lacked one accessory we wanted. At first, the sales rep told us it could be installed that day, but then learned they did not have the part in stock so couldn’t install it until Monday. In addition to charging us for the part ($224), they were charging $261 labor to install it. We agreed since we had not planned to purchase the car that day anyway, and wanted to contact our insurance agent and bank to be sure everything was in order. We signed the contracts, paid cash for the car, had no trade-in, and before we left we were now told, again by the sales rep, that now it would be “Wednesday, or Thursday at the latest” to install the part. We were so excited to buy this brand new car (our first new car together) and anxiously awaited their call. 4 days later on Wednesday, no call came so that afternoon I sent the sales rep an email asking to confirm the car would be ready the following day. He responded that the “Service Department said it would be done Thursday so he would let us know if it was otherwise”. I wrote back and said “otherwise would not be good” so we would see him the following day. He confirmed nothing. He did nothing. The following morning I received a generic email from Customer Care saying they hoped we were enjoying our purchase and sent two website addresses on which to share our buying experience. I wrote back and said we didn’t have the car yet. Hours later, we got a call from them that the car was not ready, the part was not there, it had never been ordered, the sales person had given us incorrect information, and our brand new car had just been sitting there for 5 days. Needless to say, I was upset and told them to keep the part, refund our money for the part & labor and we would pick up the car that day. They said they would comp us the part and labor since they had screwed up, and we could pick up the car the next day and they would mail the check. So, 6 days after we bought the car, we picked it up along with a refund check for the accessory and labor, and the woman who met us said the sales rep had misspoken, and should have put us directly in contact with the Service Dept. I guess when you buy a brand new car you are sent to Service to schedule your own appointment to have an accessory installed. Wow, what great Customer Service! NOT! This dealership has been selling cars a long time but apparently, the right hand does not know what the left is doing. Once you sign the contract and pay them, all xxxxx are dropped. There was no followup on promises made and no check and balance system in place to catch incompetent mistakes like these. Training anyone? I do not recommend this dealership, they do not follow through on promises, they apparently have no quality assurance in place, our specific sales person gave us incorrect information, and after being in business a long time they still do not know how to make an error free sale.

Victoria Valens Jun 16, 2018

** UPDATE** I am changing my review online. I am completely disheartened and regretful of my decision to go with Chase and not my bank (USAA) from where I had my prequalifying letter. I was advised I qualified for the lower APR from Chase by the Finance Mangager, Sam. When I received my first statement from Chase, it did not reflect the lower APR as promised. I contacted Sam, he submitted some sort of request to Chase to change the terms of the contract. That is where Auto Nation’s follow-through ended. A month later, the APR still had not changed. I attempted to reach Sam again and had no luck. I was first told that it is the location had changed and so did the main line. I called that new phone number, the system continually put me in the cycle of the automated system. At that point, I thought it would be better to call Chase myself. After being two hours on the phone with Chase, Chase did confirm Sam submitted the appropriate paperwork and that Chase would correct the error. Chase ended up cancelling my original contract, and opened a second contract. I logged in online to confirm corrections have been made and noticed my next payment was not due until October since it was technically a new loan. All while this happening, being three months now at this point, I had made the payments on time at the higher APR to show good faith. I just received a late notice from Chase stating that I was late for the August payment. I called Chase, spent another hour and a half with them on the phone. At this point, this is five months in on this loan. Frustrated to tears, I called Stacy the Director of Finance at Auto Nation, and it resulted in her lecturing me that I should have paid four payments, instead of the two that I was advised to do previously and to submit all paperwork to her so that she may review it with her representative. Meanwhile, I am being told that the two payments I did make did not reflect on my balance given some sort of technicality between cancelling the original contract and opening up the new contract. I (attempted) to explain that to Stacy and that making four payments would not have corrected Chase’s continuous error. I am a single parent that commutes, and works 50+ hours a week. I am in a position to where my needs are that folks follow through on their jobs and promises. I do not have time to dig up documents and continue to correspond regarding this matter. Given that this is the bank that Auto Nation recommended, I would expect that they would have stood by me on this and taken some of the burden of time regarding this matter. This all began with Chase’s error. Given that this is the bank that Auto Nation recommended, and I walked in with a pre-qualifying letter, not coming to the dealership in desperation or out of a finance situation that was difficult to qualify for a loan, it is extremely frustrating that Auto Nation has the hands-off approach unless I would like to spend more of my time attempting to resolve this by providing all paperwork, complementary with a huge lecture, and me pleading to be allowed to finish my sentences. This is my first experience with Chase and my first experience with Auto Nation. I can say with confidence it will be my last. **Previous Review** I just bought my first brand new car from here. Utilizing USAA’s car buying service, Andrew and Sam were great. I came in late on a Saturday. I was not rushed, and Adam heard my needs and was honest and approachable, and answered all my questions with patience. They were able to find a lender with lower APR than the pre-qualifying letter I walked in with. This was the least painful car buying experience, and actually enjoyable. Anyone looking to buy a car, this would be my first recommendation. Thank you so much!

Maria Angelica Apr 25, 2018

This place is absolutely horrendous, it does not even deserve 1 star....my first time coming here the staff members were rude and when booking an appointment via mysubaru.com the person I spoke to starred at me as if I was lying about having an appointment midday. The second time I went I was greeted a lot more pleasantly however, I was not given a rental even though it has it on their site that they do....this did not bother me. Both occasions I had to call them to find out the status of my vehicle. The second time I spoke with a female receptionist who was very abrupt and was not willing to help, I felt like I was trying to draw water from a stone.... I decided to pick up my car which was never serviced.....Another person came and spoke to me and she was willing to give me a 12k service for free, fuel top up and they would wash my car also she mentioned a rental was available for me to take... I have a maintenance plan which entitle me to 6 free services so that did not help (I mentioned this and the response I received was "owww" ) "Car wash" now I felt my intelligence was being insulted, I thought complementary car washes were given (first time my car was never washed) Fuel top up well my car had a full tank of gas...... As for the rental, it just came down to the principle that my car was never serviced and I was the one doing all the follow ups. I will not be back.... I took my car the following day to Mike at Gold Rush, this guy's customer service is above par, it reminds me of BMW customer service, he did mentioned that he was busy and he will have it done late afternoon. I took my car in at 9:30 and it was ready by 1....and he called me and washed my car. I will be taking my car to Gold Rush in the future. This will be mentioned on Subaru survey on how atrocious Roseville service center is and how amazing Gold Rush has been especially calling him without an appointment and getting the car serviced and back to me in 3.5 hrs Keep up the good work Mike I will be back

bally81 Jun 25, 2017

One month ago, my boyfriend and I were driving home from a weekend trip when we were caught in a flash flood. The road caved in on us and as my car drifted off the road and filled up with water, we climbed out though the moon-roof of my car, swam to an evacuated house where we were rescued by the fire department from the roof of that house. Needless to say, my car was destroyed, but my boyfriend and I narrowly escaped with our lives. After going through insurance, I was finally in a position to buy a new car. I bring this story up because purchasing this car was a benchmark for us to finally move on from that experience. My boyfriend had spoken to Brandon in sales for AutoNation Subaru Roseville for three days talking about the specific car and immediately set and appointment for Sat. 3/18 at 3 pm. In the meantime, I was getting my down payment ready, pre-approved for the loan, and insurance all ready to go. On the day of our appointment, we texted Brandon that we were coming. We asked if the car was still available- he said it was. We live in San Jose, so we braved the 3 hour trip to get there. We gave Brandon an update letting him know that we were 45 min out. He replied, "Ok sounds good." When we finally arrived (on time), we saw him right away and he brought us to the car as if it was waiting for us. Seconds later, a couple was going into finance to buy the car right out from under us. Brandon turned to us and basically said, "Sorry, we don't hold cars here." I call B.S. I worked in the auto industry-when you have an appointment, you hold the keys, put a sold sign on the window, move the car out of display, etc. Even if Brandon was truly in a bind, a text to let us know what was going on (maybe while the couple was test driving the car) would have been nice. Those customers were most likely there for longer than 45 min. when we texted Brandon our ETA. At this point, I was getting worried that we were going to waste a whole day for nothing. Then Brandon brings out the New Car Sales Manager whose name I never received. He barely acknowledged our predicament, looked at his watch, and said he might have one for us tomorrow if we wanted to come back. We said that was unacceptable because we live far away. He replied, "good luck finding another like this because it is rare" and walked away. Then Brandon leads us to his desk and says that he has an idea that's not going to benefit him in any way, but could benefit us...first of all, what kind of remark is that? You messed up dude and wasted our whole day. He then proceeds to google dealerships that have the car I want. This is where I get really upset because now he is insulting me. Do I look so stupid that I cannot Google a car dealership? I was doing my research for two weeks before coming here. I ultimately chose this dealership because their website promises to do right by their customers and not waste the customers' time. CONSUMER FRAUD!!!!! This story does have a happy ending, however. We went down the way a little bit to Maita Mazda Subaru, found the car, was treated with exceptional service and I have the car of my dreams. Absolutely NO THANKS to AutoNation Subaru Roseville, my boyfriend and I can finally begin to move on from our near-death experience. We are also now moving on from the horrid experience at this dealership now too. This is my first bad review I have written in my life! It takes a lot for me get upset. This dealership does not have any respect for appointments, customers' time, or any respect for the customers themselves. Go somewhere else. Like Maita Mazda Subaru, where my gleaming review will go.

Laura Borealis Mar 19, 2017

****FOLLOW-UP****** I took my vehicle to the dealership because I wanted the work to be performed by "experts" who knew what they were doing. I was more than willing to pay for this assurance. I had the oil pump oil rings replaced, and some engine gaskets replaced. I also had my leaking left rear strut replaced. I requested an AC service and that my hoses for the AC be replaced. The three screws holding my passenger side mirror on had at some point backed out and fallen off, and I have been unsuccessful in finding appropriate replacements, so I requested that be addressed too. So far, two out of four of my requested/authorized maintenance repairs were done incorrectly. Mechanic caused problems --which I was not informed of until the problems resulting from an incorrect repair happened-- were fixed incorrectly and not double checked; it was only once the failure of my engine occurred and I started raising Cain that I was told my vehicle battery had been inadvertently damaged. I spoke with a random manager who did not introduce himself or provide his name when I returned the vehicle. He asked me to drop the vehicle off and assured me he'd have someone call me "first thing in the morning". He lied. I never heard from anyone the following morning. I called two hours after they opened. I spoke to a "service manager" named Neil who claimed to have no idea what I was talking about. Neil never bothered to call me back even though he assured me he would call me "right back within the hour". Neil was faintly condescending, and obviously his word is no good since not only did he not call me, no one else did either. I called them at the end of the day. I was immediately connected to Doug who was willing to take responsibility for the service department's failures and see that the glaring problems (heavily smoking engine and engine stalls at idle) were corrected. Doug himself deserves a higher rating --at least three and probably four stars-- but his professionalism and willingness to fix the problems this agency created does not change the fact that overall the service department is a nightmare. Doug threw in a free tank of gas, a car wash and vacuuming, and a pressure wash of my engine. He also provided a free future oil change should I become brave enough to let this team touch my vehicle again... that is highly doubtful. I live an hour away, and on my drive home, I discovered that their tech cannot even manage to mount a mirror flush into it's housing. The wind noise on the highway is deafeningly loud. I have some mechanical ability of my own, certainly enough to remove a couple of screws, correctly seat the mirror into the housing, and replace the screws, however upon attempting this, I discovered that either the screws were over torqued in the housings or loc-tite had been applied. Either way I can't get the screws out so I will have to take my vehicle elsewhere to accomplish it. Lets hope they haven't damaged the assembly. Side note, the screws they used are not the correct screws; the housing is recessed and these screws are rounded and do not go into the recess; additionally the screws are an unacceptable glaring shiny white-trash aluminum which are not even flush. They look like wood screws, but I can't tell since they don't come out. Doug provided the mirror tightening service "at no charge" (even though I would have paid for it since I requested it), so I feel a little remorseful in complaining about it.... not much though. Given this service department's failure percentage, I intend on taking my vehicle to their local competitor and having the mirror fixed there. I am still willing to pay for expert service, provided that service is actually expert. I will also request a double check of all work performed on my vehicle by this dealership, especially the installation of my left rear strut... there was a very faint shimmy on breaking on the highway which concerns me. Given their inability to successfully install a mirror, a gasket, and a battery, I am less than confident in their ability to install a strut. ***INITIAL REVIEW BELOW*** Did you know that if you drop your vehicle off for maintenance type repairs (replace some gaskets, hoses and O-rings) and give their service department a week to complete the work, that they will charge you more for labor than they will for parts AND cause your previously reliable and functional vehicle to billow smoke, stink of burning fluid and rubber, and to stall at idle? If you take the vehicle back to the dealership within ten minutes of picking it up and demand it be fixed, you will be told that someone in the service department will contact you. Then they don't. If you call the service department and demand answers, they don't have any idea what you're talking about, so obviously their managers do not feel it is necessary to communicate with each other. They also ask questions like "is there a problem?" They are slightly condescending when you explain that your vehicle stalling at idle after refusing the opportunity to have the timing belt replaced is most definitely a problem, especially considering they have cheerfully charged you 2000 dollars for installing 700 dollars worth of parts. Once you have outlined the "problem" their response is "Oh, that's not good." They are obviously possessed of the highest level of intelligence at this location... look how rapidly they were able to identify "not good" when it comes to a previously functioning vehicle suddenly being incapable of doing something as basic as idling at a stop light. The service manager tells you that he will call you "right back". Apparently "right back" is a time frame consisting of more than two hours; either this is another example of stunning intellect and certain theories concerning time, it's reality and relevance, or --more likely-- it is a decided disregard for their customers. I'm not quite done arguing with them at this point... and I may re-evaluate this rating/review after my dilemma is resolved, but I have to tell you, so far I am not impressed by their mechanical competence, their prices, their quality of work, their business practices or their customer service. **edit reversed "parts" and "labor" for clarity

Jennifer Mervine Apr 4, 2016

Last year our daughter lived in a pristine Redwood forest replete with twisty roads connecting her home overlooking the emerald-green Smith River in Gasquet, CA to the hospital in Crescent City where she worked. The Smith is a naturally flowing river with no dams or any serious flood control. In season, the Smith has its share of Salmon and happy kayakers. The Redwoods surrounding her home are part of a state and national recreation area. The California pre-drought forest averaged 92 inches of rain each year, and so did the roads; paved and unpaved. Soft soil on steep hill enabled rock slides replete with potential accidents. Highways in the area were carved through steep canyons. Most of the recreation spots in the area are connected via well-maintained asphalt ribbons, but the really fun destinations reside on dirt or muddy roads leading to great hiking, swimming holes, and gorgeous ocean beaches. Does this sound like a Subaru AWD advertisement? Our daughter thought so. She considered buying a 2014 Forrester at the time, but her 2005 Honda Civic was still sputtering along. Money was scarce and she started making payments on her student loan. Even valedictorians make student loan payments. With that in mind, you might begin to understand why she left paradise. She was offered a better job (no on-call trips to the hospital in the middle of the night in inclement weather) and much higher pay in Sacramento, CA. While building a down payment to replace her 10 yr. old Civic, she took test drives in Toyotas, a Honda CRV, three VWs, one Hyundai, and one expensive Volvo. The research she did in early 2014 (via Edmunds, Consumer Reports, etc.) pointed to the 2014 Subaru Forrester as a winning combination for her circumstance in Northern California. A year later the same sites also had good things to say about the 2015 Outback. The 2015 Outback has more features on our daughters high want list than the 2015 Forrester did. When her Civic needed another $1400 in repair costs, she decided to invest in another ride. She took a 2015 Outback Limited edition on a test drive from AutoNation Subaru Roseville, an event that ended her new car search. Her driving experience matched her research. She liked the Outback's features. AutoNation Subaru Roseville had an Outback Limited that was practically new (the odometer had 800 miles logged) and the sales associate David C. tendered an offer from sales manager Brad T. that she didn't refuse. I wouldnt have refused it either. It was a great price for a virtually new 2015 Outback Limited. She drove the Outback Limited home. Nice test drive? Undoubtedly. Over the next week her mother and I understood why she bought it. It was what we were looking for too. After a long test drive in our daughters Subaru, my wife and I decided to look seriously into a possible purchase. So, it was back to AutoNation Subaru Roseville. Lynn G., a sales associate proved herself an invaluable part of our buying experience. She answered dozens of my questions (I am a retired high-tech guy with more than my share of questions). When I peppered Lynn with questions regarding reliability, Lynn called in mechanic from the service department to give answers from his experiences regarding Subarus reliability. Imagine a mechanic in the showroom talking to a potential customer. It happened. His insights were honest and forthcoming. Lynn wants her customers questions fully answered. Lynn had connections in the shop and felt free to use them for my benefit! She carefully guided me through some key safety options focusing on Subaru's Blind Spot detecting outside mirrors, backup radar cross traffic detection, and Eyesight features. Kudos to Lynn for her efforts. I was sold on Subaru technology. My wife picked a color and we agreed on the getting all the safety-related options. After shopping Presidents Day sales at multiple dealerships, we went back to AutoNation Subaru Roseville. Brad T., the Sales Manager listened to our story, knew of our daughters purchase, and took our list of options into his office. Brad returned with a better price than any other dealership we spoke to in the S.F. Bay Area, Northern, and Central California. We had to order the car, but doing so assured us of getting a car tailored to our needs and wants. When Brad learned of our Outbacks VIN, he emailed the actual vehicle closing costs including a Gold+ extended warranty to me. We knew exactly what the numbers were; and I really, really liked them. Brad is a very customer-oriented soul and he has earned our trust. I happened to call the dealership the evening before our cars expected arrival date. Mike T. said the car had arrived early and was in dealers the back lot. Mike began running extra miles for us that night. How? Mike drove me to the dealers back lot to make sure out vehicle had been offloaded, was the right color, and had the ordered options. All was well, but the color was well masked! The unit our new vehicle been dusted with several states worth of road grime on its traverse from Indiana, where all U.S. Outbacks are constructed, to California. Delivery could not occur until the vehicle was ready to deliver, and that usually takes 3 hours of labor. The dealership would be closed in three hours. Mike interrupted a staff members dinner and asked if he would come back after dinner to prep our new Outback. His answer was yes! What a nice guy. It was 6:45 pm. Just before the dealership officially closed (9:00 pm) the car was back from detailing. In the interim, Mike helped us get the necessary paperwork completed. Mike did his fluid and safety checks. Then he carefully discussed vehicle features, near-term maintenance, and linked our cell phones to the Outbacks StarLink unit via Bluetooth. We drove away from the dealership around 9:40 pm. Mike finished his running extra miles for us. Great job Mike! You delivered superior service willingly; not out of compulsion. The sales and service department staff members at AutoNation Subaru Roseville proved by their cumulative efforts to be worthy of our trust. Over the years we were able to purchase vehicles from Datsun, Nissan, Oldsmobile, Chrysler, Toyota, Honda, Daimler-Chrysler, BMW, Hyundai, and now Subaru. This was by far this was the best buying experience ever. I suppose Love does describe a Subaru--and our buying experience too. Great cars, great people, and great priceswhats not to love about that?

moondancer1 Mar 24, 2015

First experience - moved here from out of state w/a new Suburu, which I LOVE! Had to have the car smog-tested to register in Calif. Called AutoWest, the closest to new home. They were not able to do a Smog test for Calif. because they did not have the proper equipment, so sent me to another dealer, who was very good, but far away. This required an extra 1 1/2 hours of driving, roundtrip in an unfamiliar city. Second time - needed an oil change. It took 1/2 day! The dismal waiting area was overpacked, so I asked for a shuttle to the Mall. That took over 1/2 hour to arrive, although I actually had requested it days prior to my appt. anticipating that I if available, I would want that option. My appt. was at 10 am. I was finally called at 2pm at the Mall. The shuttle driver picked me up in a beat-up shuttle. I was so exhausted. They tried to charge me for the oil change which was actually free; when I remembered that it is part of a separate warranty, which I purchased, they checked my records and said that they couldn't find it. I was calling Subaru Corp. on my cell phone, but they found the warranty in my records. No charge. Third time - I really did not want to go back to AutoWest, but the other dealers are so far away. This time all I needed was an oil change and tire rotation, as per my warranty. First, it took over 1/2 hour to have the car checked in, although I had an appointment. He said he was "sorry"; I asked him if they could run my car through their car wash. He said OK. I was purusing the tiny parts dept., but felt uncomfortable, as if I were intruding in their open office. Then, it took another two hours to do the oil change and tire rotation. He called me and said. "Opps, looks like they forgot to rotate the tires." I asked how this would work now, because my free visit was for both items, so when I came back, how could I get the tires rotated for free. He said, flippantly, "Well, they washed it." The car is great; AutoWest needs an attitude adjustment, a nicer waiting area, to run on time.

jene9 Aug 27, 2010

I took the time to schedule to pick up my factory ordered Subaru. I arrived at the agreed upon time and had a hard time locating anyone on the sales floor, including my contact. I had to get someone in the service department to try and locate someone, anyone who could help me. I was told that all the sales associates were at their weekly meeting. This meeting took 30 minutes, while I and other prospective customers sat waiting. I can't attest to what the paperwork or finance process would have been because this was a company vehicle for which fleet pricing and fleet contracts were already in place. I just had to sign and drive. And literally that's what happened. They gave me the keys, threw me a manilla envelope with the manual in it and said "Here's your car. Have a nice day." The car was washed, but not fully prepped. One of the wheels still had plastic wrap on it, the gas tank was at 1/4, and there was no fluid in the windshield washer reservoir. I spent a few minutes getting used to what features were in the car, how to adjust the seats, etc. All things that the salesperson should be doing. I left the dealership and didn't even bother trying to get them to get a full tank of gas. I arrived home and realized that the standard equipment list included floor mats, and I had none in the car. I called the dealer the next day and the fleet manager told me to look in the trunk. I was pretty sure it wasnt there, so I told him I'd check and call back. The mats were not there. I called back a few minutes later and got another sales associate who again told me to look in the trunk and insisted they were there. I had to explain over and over to 2 or 3 different people that this was not the case. The manager finally agreed to give me a set if I scheduled and appointment to come in. I was out of town for a week, then tried scheduling an appointment where the manager would be in. I left 3 voicemails, 2 of which were with a live person. No answer. I finally decided to stop by the dealership and speak with someone in person. I managed to get a hold of another manager who told me that I had already picked up the floormats when my wife came in and got them. I don't have a wife. So needless to say, I spent another 5 minutes explaining what happened. Instead of going to the parts department to get/order a set. We went out on the lot and picked a set of floormats out from another Subaru. So I guess this cycle won't end until someone doesn't notice they're missing a set of floormats. I don't like fact that this dealer did not hold up their end of the bargain, from pre-purchase to post-purchase. They were not punctual, not genuinely interested in my problem, and weren't very motivated throughout the process. There aren't too many other Subaru dealers in this region, so we're stuck.

zoshyii May 24, 2010

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