IT WAS A SAD DAY that turned into a great experience...My Jeep, hours of blood, sweat & tears modifying it just so, was in an accident. Being a Jeep aficionado, I thought insurance could total it. So, I started shopping with all options open. I CONTACTED Subaru-Plano (as well as other manufacturers) using USAA's buying service. The folks at Plano contacted me quickly. Faster than any other Subaru dealer. I spoke with their Internet Sales associate, Emily Manning. I explained my situation that I wasn't entirely sure the Jeep would total, I was currently a "tire kicker", not a buyer, but in case of, wanted to "kick tires." I ADVISED I was not "sold" on Subaru and would try others. She was understanding, relaxed, and not pushy. She was friendly, empathetic, and did a great job of recognizing my loss. (Can you grieve the loss of a vehicle? Silly I know, but yes.) I set an expectation that once my initial research on vehicles was done, I would call to setup a test drive. She did NOT hound me with emails or calls. (At least one Subaru dealer did and other brands were insufferable!) THE BUYING service allows you to configure a vehicle where dealers will send you close "matches". I received my "match" from Subaru-Plano, but it wasn't exact. SEVERAL days after speaking with Emily, she called to advise they had a vehicle that was a closer match. I told her I wasn't ready for which her response was pleasant & respectful. AT this point, 2 weeks had passed since first contact with Emily and I was ready to drive; still not knowing if my Jeep would total. I called Emily, asked if I could come by. She said, "Of course, when?" To which I said, "30 min." She set aside what she was doing and the vehicle was waiting up front. I'M A "BOTTOM LINE" person, especially on lunch break and Emily read the situation well, tossed me keys, and said let's go. She did not direct me to a pre-planned route but asked what I wanted to do, highway? Residential? other types? I said I'd like to get on the highway and drive a few local roads to get a feel for the vehicle. Pulled back to the dealership, Emily asked my thoughts, a nice ride, definitely a contender, but advised I had several others to test drive and still didn't know what insurance company would do. She was polite, no hard sell, and said to let her know how they could serve me. THE WAITING game with my insurance ended 4 days later on a Tuesday, Jeep was totaled. They kindly gave me 7 more days of rental, I needed to act FAST! I called Emily the same day and as luck would have it, they traded the vehicle to another dealership. That's okay, dealers are in business to sell cars and make $$. I did not have a deposit nor an expectation that they would "keep" the vehicle in case I went from "Tire Kicker" to "Buyer." Without asking, Emily said she would find another or try to get the traded vehicle back, if available. She also recalled my wife had not driven and how it was important to me that she do so before buying. We scheduled an appt. for 7PM and at 4:30, we called to say, "30min. out." Again, no problem for Emily, she welcomed my entire family, tossed my wife the keys, and sent us out on a test drive. My wife liked it, so I am now a "buyer". EMILY worked tirelessly along with her GM, put up with my texts for status and kept me informed of the same. Wed. at noon, she said they likely could get the vehicle back and would let me know by morning. True to her word, she texted me on Thur. that the vehicle was back & would hold it for me to come in that evening, Fri., or even Sat. (At this point, we had history- I was a buyer. I would not expect them to hold a vehicle many days without a deposit.) Being excited, I was there that night! THE PROBLEM: The insurance proceeds for the down-payment were not received, how does this work? Emily assured me it was no problem. Accompanied by my daughter, we got to the dealership around 7 where Emily did a fantastic job of the walk-around and going over all features inside & out. They had one person in finance before me, so we made good use of time. We completed paperwork so that time in "finance" with Ryan would be quick/painless, which it was. He didn't try to sell "fabric protection" or anything unnecessary. At no time did he push anything on me but rather offered a clear/concise explanation of the product, benefit, & $. He reassured understanding of the insurance situation, how it would be several days for monies to arrive and would hold my down-payment. Due to my questions (not any fault of Subaru-Plano), we did not finish until 9P, 1hr after closing. At no time was the process rushed, I honestly didn't know they closed! That is a testament of incredible customer service displayed by Ryan and Emily. I am now the proud owner of a Subaru. It is fun to drive, but what makes it the best, was the incredible dealership experience. MANY THANKS & praise to Subaru-Plano with special recognition to Emily. read more

I have mixed feelings about Subaru of Plano. Both Vickie & Todd are personable, and Vickie was fun to deal with, we wound up buying a Forester --BUT there was some serious mis-communication, in spite of my asking specific questions 2-3 times to be sure we understood what we were paying for. We thought we were paying one price for the extra care agreement--price that supposedly covered 72 months. Nope, It was for one year--charged 6 times. But the way he phrased it made it sound like it was the low price for the whole 72 months. Even when Todd called to try to clear up the misunderstanding, it was like we were on two different pages for awhile. He talks car language and understands where he's coming from. We talk Inexperienced with car-buying. We finally got it sorted out, but there should not have been that kind of confusion. GAP coverage included in initial sales contract-- in case one of us dies. Was price mentioned? Not that we remember. Added on without an amount being mentioned--and it was almost $800! That is being removed for sure. In spite of all that, Vickie has been terrific about everything else. She got almost $2,000 taken off the sticker price--and you don't find too many deals on Subarus. We've had no experience with the service department yet. I'm sure some people have bad experiences--that's not particularly unusual in most businesses. Addition to initial review. As it turns out, we really were confused. We actually had 3 policies, two of which had the same price, only we didn't realize that and thought two of the policies were just one, and the combination of the two didn't make any sense. I have to admit there was a lot of "visiting" talk going on, so we probably weren't paying as much attention as we should have been. Be that as it may, we went to see Vickie today, got everything sorted out, got the Debt Cancellation "insurance" cancelled, but kept the other policy--that was the same price. I believe Vickie really wants her customers to be happy, and she worked with us to make that happen. Todd was not there today, but I did send him a note saying we had cleared up the misunderstandings. Overall I have to say our dealings with Subaru of Plano have thus far been very pleasant. I won't place any blame on our confusion over what we bought because we should have been paying more attention. read more

We had been looking for a new car for months, not sure exactly what was the best car for our needs and budget. We visited MANY dealerships all over the metroplex of several brands. A brief drive by late one day to Subaru of Plano was a standout experience that took us in the right direction (finally!). Darrell Hair was the salesman. He was low-key, no pressure, very open and patient with our many questions. We weren't ready to buy that day and that didn't seem to bother him a bit. But we thanked him for giving us great information with no strings attached. Weeks later after visiting other Subaru dealerships much closer to us (we live in Oak Cliff), we were solid in our decision to buy a Subaru but worn out by the "slick" and pushy salesmen at the other dealerships we had visited. The choice was clear to make the trip back up to Plano to see Darrell and seal the deal. He was just as pleasant and easy going as the first time we met. He helped us decide on the right package on the right car (Crosstrek Premium package with a moon roof and tow package). He didn't mind taking as much time as we needed (we scrutinized over every detail). When it came down to talking price, the atmosphere remained respectful and pleasant even though we really beat them up on the price. In the end we got exactly the deal we wanted at the price we wanted with a fair price for our trade in. Then David in finance was just as easy going and helpful with our many questions as possible. A great way to end the process. Our buying experience at Subaru of Plano couldn't have been easier or better for us. I highly recommend going to see Darrell Hair if you're in the market for a Subaru. ( I think everyone should drive a Subaru anyway!) read more

So I contact Darrell for one of the used cars that he has. We negotiate a price due to me being 3 hours away id rather negotiate prior to then go there and not be able to agree on a price. As soon as we get in we go to the car and go for a test drive. As soon as i put it into reverse it makes a clunking noise and the check engine light goes on. The car drove great but im not about to purchase a car with a check engine light on. After going back to the dealership Darrel Hair states that there is a check engine light sensor that turned the light on due to it being wet and no code was thrown. This sounded very weird to me as the check engine light never goes on for no reason and there is no sensor that just says to check the engine. it would be weird to check on the engine to make sure it was still there and didn't decided it wanted to leave. So he gets a little annoyed and started being a little more rude. After talking with the service manager he states the code that was thrown was p0886 (i think). So now it is throwing a code but wasn't earlier. He refused to work with us on figuring out what was wrong with the car so we decided not to buy it. It could have been a $300 fix or a $1500 fix but i wasnt about to buy something knowing it could be expensive as that. He would not budge so we walked. The service manager and tech were upfront and honest about it. Loved talking with those guys as they were honest. He also stated that it threw a code the other day but they reset it. **WARNING** why would you not tell someone that before they drive 3 hours one way? Anyways it completely turned me off to buying a car here. As to getting it repairs i MIGHT consider it but will avoid this place from now on. read more

I cannot praise the staff here enough; their exceptional kindness and willingness to go the extra mile (no pun intended) truly set them apart, and I've visited over 5 different Subaru dealerships. Recently, I found myself facing an unexpected hiccup with my Crosstrek due to a recall on one of its parts. Unrelated to this, I was also struggling with a separate issue: rodents had chewed through my windshield wiper hose. Thinking I could kill two birds with one stone, I came here to have them complete the recall and at the very least, inspect my car to ensure that the rodents hadn't caused any further damage. When they reassured me it was just the hose that was damaged by rodents, I was extremely relieved. However, the cost to replace this part was more than I was expecting. Considering alternative options, I inquired if I could purchase the needed part and have my boyfriend handle the repair. To my surprise, the staff informed me that they don't charge for parts, only for labor. Given that the technician had already pulled the part needed and considering it was a relatively non-vital fix, they graciously offered to waive the labor entirely. This unexpected act of generosity truly brightened my day and exceeded my expectations! With such a positive experience, I am wholeheartedly confident in returning here for any future automotive needs. Their exceptional service and genuine care for their customers have earned my loyalty. read more

Absolutely THE WORST place to Do car Shopping , IF you can please EVERYONE AVOID this Place . The GM MARK HALE Is a total crook . I am surprised this place is still in business. I Was looking for a Used car which they have . The Finance Director AMANDA is a Pathological LIAR. Do not believe anything she tells you because all she is trying to do is make her Commission. I have contacted MARK HALE The GM Regarding my Experience and i was told since i bought a used car and there is nothing else he can do . I have already contacted BBB and Filed a Report everything they said to me was recorded and i will most definitely be filing a Law SUIT against this DEALERSHIP . The reason i am writing this review was most of us always look online for the cars and REVIEWS . SO i wanted to make sure everyone knows to AVOID THIS DEALERSHIP . There are tons of other DEALERSHIPS you can buy your car at and most of them will go above and BEYOND but this Dealership is FULL OF CROOKS. SO STAY AWAY if anyone is Interested in Listening to the CONVERSATION that was Recorded between me and the SALES person Feel free to contact me so you can see what do they tell you to sell the car to you and once you purchased the car that is IT .. STAY AWAY..... read more

I did research on used cars as I planned to trade my car for a newer one. I checked CarGurus and found a 2011 Subaru Forester I liked at Subaru of Plano. I went there the afternoon of Jan.31 (Thurs.) I liked the car and traded my car for it. I signed all the papers for registration and financing. At this point I understood that the car belonged to me. The salesman(Angel) said it would take a couple of days to get it ready. I went home and waited. By the next Tuesday I had not heard from Angel. He called me back Tuesday afternoon and wanted me to come to the dealership. He said they could not sell the Forester to me, said it "needed a new engine". They substituted a 2013 Subaru Outback (for about $3,000 more). I was not given a choice, said it was the only car on their lot that was comparable. I am a woman nearly 84yrs.old and after much waiting, I was very tired and wanted to go home so I gave up and signed all the papers where they said to sign. Well, I like the Outback OK although it was it was more than I planned to spend. I didn't have the nice extras the Forester had and I wanted. The more I thought about the whole deal it sounds like a classic "bait & switch". read more

Subject: 300,000 Miles and Still "Confidence in Motion" - Exceptional EGR Service I just brought my Subaru home, and I am absolutely delighted. To have a vehicle sitting at 309,885 miles performing this perfectly is a testament to the "Subaru Love" and engineering longevity that the Japanese take such pride in. The technical execution on the EGR valve replacement and cleaning was flawless--the engine is once again idling with that signature Boxer smoothness. For an American dealership to provide this level of precision at such a reasonable price proves that you truly value "The Subaru Difference" and long-term owner loyalty. I must specifically highlight Virginia Ward. In this industry, she is a rare and valuable diamond. Virginia doesn't just manage service; she embodies the Subaru Heart. Her professionalism was unmatched, and her ability to communicate the technical necessity of the repair was both convincing and persuasive. She is a world-class ambassador for the brand. Thank you for keeping my high-mileage trekker on the road. You've earned my "Share the Love" vote for life! Sincerely, John Kechejian Attorney at Law read more

I just purchased a vehicle today from Chris Culbertson at Subaru of Plano, and it was literally the easiest and quickest transaction I've been part of, and we've purchased well over 20 cars. Mr. Culbertson was kind enough to check inventory to ensure the vehicle was still available since we were coming a fair distance, and he did not disappoint, and the vehicle was out, clean and ready to go. The car looked great, and Chris was very knowledgeable and accommodating as was EVERYONE at the dealership. We were treated amazingly and they were very honest and very fair with and we were pleasantly surprised with the amazing customer experience, and we've purchased several vehicles from Sewell, Park Place etc and this was a breeze. I would not hesitate to recommend Chris and Subaru of Plano to anyone, and I will definitely look to them for my next vehicle. In this day and age when even mediocre customer service is refreshing, this experience exceeded our expectations where they valued our time, and provided a great deal on a great vehicle. Thank you, and we'll be back. The Austins read more