I have had the absolute worst experience with service at Groove Subaru. I took my car in for a recall in December. The person who scheduled me asked if I wanted to wait for my car and I said yes, I would wait. Got a confirmation email that told me they would need my car for a week or more. They did arrange for rental car last minute. Two weeks later, I get a call that the tags expired on the rental car, please drive back so they fix the sticker. Um, no, you drive to me, which they did. It is now over a month later. They said they fixed the car for the recall notice, but while the car was in their possession a rat chewed through some cables... more delay. This weekend I received a call that I need to return the rental car because it is being cycle out of their fleet. Yet, they told me my car would be ready today... which of course I have heard nothing.... It has been a nightmare of misinformation, no information and terrible customer service. read more

this review is specific to the rental department. reserved a car but never received confirmation and was never able to talk to somebody in the rental department even though I called three times, leaving voicemail. read more

I brought my car to Groove Subaru for what was advertised as a $49.95 + tax Winter Service Special via email. Nothing in the promotional email, the scheduling link, or the booking flow mentioned any additional fees. Yet when the work was done, I was presented with an invoice more than double the advertised price, padded with an undisclosed "shop charge." When I questioned it, I was handed from one employee to another with no one willing to take responsibility or offer a straightforward explanation. To make matters worse, a service that was promised to take 90 minutes kept me waiting nearly two and a half hours. By the time the bill was shown to me, I was pressured to sign an inaccurate invoice that did not reflect the price I authorised. The entire experience felt disorganised, misleading, and frankly beneath the standard one expects from a dealership service department. Transparency matters. Honouring your own advertised pricing matters. Respecting a customer's time matters. Groove Subaru failed on all three counts today. I cannot recommend this service department, and I will be taking my business elsewhere. read more

I brought my 2004 car in for oil change and general service. Was told that my head gasket was leaking and the oil pan was seeping. My garage floor was bone dry. Performance perfect. Video by mechanic showed nothing. This was on a Monday and they kept it all week. By Friday, they hadn't even started on it. The mechanic "heard a knock" in the engine pulling it into a bay, and Colin called me to say that I need a new motor. My car has never had a knock. It has 209k miles and runs like a top. He tried hard to talk me into it, but nothing added up. I decided that it was fishy and picked up my car. I have purchased 2 cars from Burt Subaru and no one else has had my car on a rack in 30 years. 100% of service performed in their shop. I no longer trust this dealership and they lost a customer. read more

Shady and slimy! Our daughter is in college- got in a terrible accident- we had to replace her car- after weeks of looking we decided to work with Groove. We had a Dessert Khaki Crosstrek presented to us - we agreed on it with them. We were ready to buy Saturday following talks Friday 3-6. The car wasn't even listed yet! They told us it needed some repairs so it wouldn't be ready until later the following week, but they would let us know! Our daughter is in Laramie and needed a ride to Denver to get the car- we explained we needed to coordinate and to let us know when it was ready and we would be there! They told us Monday- when they checked in with us it was in the recon and detailing and they would let us know when it was ready. Today, Tuesday 3-10 we called- to check in - as our daughter was able to get a ride Thursday to see if the car would be ready by then- THEY SOLD IT! Out from under us! Then the jerk who runs the store had the nerve to ask us if we wanted to buy another car from them- hell no! We are a Subaru family and will be letting corporate know about the terrible customer service this dealership has. What a slimy and shady dealership! Avoid if you can we all know Denver had many other options! Integrity is something the salesman at this place do not have. read more

10 STARS FOR JOE, NICK ERTEL, STEVEN CRAWFORD AND THE AMAZING KEITH! They are by far the best sales managers, sales team that I have ever worked with at any dealer over the past 20 years! I called them in the morning, got tot he dealer at 12pm and had my new car by 3 pm. KEITH knows financing and banks like no one I have ever seen. The amount of professionalism and knowledge that they have is unheard of today. I will not go to another dealership in the future but Groove Subaru! Thank you for making my purchase the best day ever! read more

Groove Subaru - My new 2025 Subaru Crosstrek - Car Dealers Near Me - Englewood, Colorado

Incredible service. From the moment we walked in until we drove away, everyone was thorough, polite, and efficient. We were especially impressed with our service rep, Ron. Above and beyond. read more

I've purchased two cars from Groove Subaru in the past and was about to close on a third. Unfortunately, this latest experience was so mishandled and misleading that I won't be returning--and I feel it's important to share. I was offered a deal on a 2023 Crosstrek, trading in my leased 2024 Solterra. The official deal sheet from Groove showed a $25,000 lease payoff. I even called to confirm, and Paul--the sales manager--told me over the phone that $25K was the correct number, not the $41K I'd seen elsewhere. He clearly stated that if it turned out to be a mistake, he would own it. Turns out it was a mistake... because they used the wrong VIN to calculate the payoff. Once they realized that, instead of owning it like Paul promised, they backed out of the. That's a huge error--and a completely unacceptable way to treat a returning customer. I had a signed quote, I had verbal confirmation, and I was fully ready to finalize the purchase. This wasn't a misunderstanding--it was carelessness and a complete failure to take responsibility. If I hadn't caught the discrepancy, they would've let me walk into a financially devastating mistake. After two previous purchases, this should have been a no-brainer. Instead, I was misled, ignored, and ultimately shown that Groove Subaru does not stand behind their word or their paperwork. Do better, Groove. read more

Groove Subaru's service is reckless and unsafe. My car went in for a simple alignment and came out with a suspension component bent, causing a severe negative camber. Despite dashcam/video evidence, dated photos, and repeated requests, the service director, Tim Machuca, refused to fix or even inspect the vehicle at their expense. I even included the GM, GSM & other high ups. They allowed me to leave in an unsafe car that was dangerous to me and others on the road. They then falsely claimed the damage was pre-existing when I have clear documentation that it was not. I have reported this to Colorado regulatory authorities. Avoid this dealership for service at all cost and find yourself a Subaru specific mechanic. read more

Initially good. Took it for an inspection. Took it back for repairs. Said the inspection wasn't really right. Fixed what they said was wrong. Broke down one month later. Replaced an alternator. Got an oil leak. Took it for another inspection. What was initially diagnosed as repairable now cost me $2,400 have been ghosted by the service department since I bought the car. They do not return phone calls. They do not help with extended warranty. Overall rating of one get an inspection before you buy the car. They cannot be trusted. read more

They did the required warranty work quickly and professionally. Didn't try to up charge me or push unneeded services.

I cannot recommend Groove Subaru for doing business as their business and accounting use unethical, predatory tactics. I almost purchased a Subaru Ascent on Feb. 5th. I processed a deposit and paid for the extended, extended warranty on my credit card-- $5K and $3K, respectively-- the balance I paid with a check. They needed to detail the car I "purchased," so I left it in my car, which was to be the trade-in. The next day, I called and said I decided the Subaru was not the driving experience I wanted. I apologized and asked them to cancel the transaction. The following week, they cashed the check, and ONE MONTH LATER, they still have not refunded the $8K noted above. I have texted the salesperson I worked with, Andrew. I have called and sent emails to Steve, the head of accounting, and spoke with another sales manager-- NADA. This is beyond unacceptable. It is ILLEGAL. Today, I called my credit card issuer and began the process to dispute the charges. This has been my experience. I recommend everyone heed this warning when considering which Subaru dealership to do business with. There are other options. read more

I bought a used Subaru in Dec. It had just been turned in and previous owner told them the A/C didn't work. All they did was dump in freon. When I got the car several days later (because they had other work to do on it) and after a drive from Englewood to south of Colo Springs (Florence), I realized the A/C wasn't working - no cool air. Took it to my mechanic and the freon had leaked out because it needed an expansion valve and O rings, but apparently they were too dense to figure out...or chose not to spend the money to do it right. There was also a big chip in the windshield that they barely patched, again not correctly. It cost me over $700 to fix that. My salesman was not good about keeping me informed on the work being done and when the car would be ready for me to pick it up. I had driven from Florence to the Springs because it was supposed to be ready, but when I called from the Springs it was not ready and wouldn't be for another couple of days. read more

I bought a Subaru and traded in a Toyota. Groove Subaru didn't take care of the end of my Toyota lease and now Toyota is coming after me because they think I still own the car. read more

They used to pay for you to get a Lyft/Uber home if you dropped your car off for a service, which they'd built into somewhat steep prices. Now, their prices are the same, but no transport option. Additionally, they quoted me $200 for just the diagnostic on my 2018 Subaru. Midas will do one for free. I shudder to think what Groove would charge for the actual repair, Midas quotes a flat fee if my alignment needs servicing, which is less than the cost of the diagnostic at Groove. Take your business elsewhere. The actual service technicians at Groove are gems of humans, though. I've never met one that wasn't a sweetheart, which is the only reason this a 3 star review and not a 1 star. read more

I recently leased a brand new outback at this dealership and my experience was mostly positive. I think it's safe to say that the car buying experience at most dealerships is extremely stressful and sales people are known to be aggressive and persuasive. The gentleman that helped me was Paul and he was easy to work with. I spent a total of 4 hours at the dealership, but this was also on a Saturday and it was busy. The one thing I was definitely disappointed with were the discrepancies between what I was told from the general manager before signing papers and what was reviewed and finalized from the finance person regarding certain charges, lease terms and warranties. It's clear that some employees were misinformed and communication at this location isn't quite the best. This is something they need to improve on. Make sure you are crystal clear in your expectations and triple check every number and detail before signing anything. I would highly recommend bringing someone with you who either works in the finance sector or has a great understanding of leasing. At the end of the day it's a game you have to play, unfortunately. read more

Good overall service and no issues. This was the first service for our ascent while visiting relatives in Denver so just an oil change and tire rotation. We waited for the vehicle and was done in one hour as promised. Nice waiting area for customers with beverages and snacks complementary. I noticed most vehicles come out of service washed. Ours was not but I did tell the service rep we were in a hurry. read more

I strongly recommend you do not buy a car or add-on coverage from this dealership. When I purchased my car here two years ago, I was very clear that I wanted dent and ding protection to cover any kind of body damage or dents. The salesperson confidently told me the coverage would handle all types of dents, including accident-related damage. Fast forward to now, I got a small dent on my car and reached out to the company that handles the repairs, only to be told the coverage only applies to tiny dents with no paint damage. This was never explained upfront. I feel completely misled, and the protection I paid extra for turned out to be almost useless. If this is how they handle sales and coverage explanations, I wouldn't trust them with anything else. read more

Well here it has been 3 weeks since my purchase and still no paperwork for me to get my license plates or registration. Also working with Lauren Lichti has been terrible. Groove Subaru changed the oil on my vehicle and forgot to put spacers back in the skid-plate. I have called and emailed Lauren Lichti about the problem and she told me I will get back to you shortly on what we can do about the missing parts and your paperwork. That was 5 days ago and nothing. Customer service after the sale is NON-EXSITANCE. read more

Very dishonest operation, frequently misdiagnosing vehicles and overcharging for basic services, repair work not being performed professionally. read more

Bought a Crosstrex Wilderness from Groove 3/24 and was very impressed with their staff; sales (Joe Canny and Esteban) and service (Ron Baca). Ownership changed and initial reviews caused concerns; unfounded, new SOP's like video of inspections added transparency and my interactions with service director Tim and advisor Sophia was personal, professional and will keep me a loyal Groove Subaru customer. read more

Stay away from here. They will do anything to scam you. Was referred here by a local mechanic to look at the engine, they came back with a $13k quote that included new tires and $120 windshield wipers. Laughably bad, disrespectful customer service. read more

Scheduled an appt to resolve an issue with the infotainment console in my Ascent. I'd already reached out to Subaru who confirmed this would be a warranty repair. I had a bad experience with Groove 10 yrs ago where I'd made an appointment for an oil change and I sat in the waiting area for 4 hour watching person after person who DIDN'T have appointments get taken care of before my car, but they've changed management, so I thought it might not be so bad now. I called and spoke to a service tech to make the appointment rather than making it online because I wanted to make sure they understood it was a warranty repair. I had to wait 3 weeks to get an appointment. The day before the appointment, a tech called to inform me that it would take them 24-48 hours just to run diagnostics. For whatever reason, I didn't receive a notification regarding this voicemail, so I wasn't actually informed until time or service. Had this been explained when I made the appointment, I would've chosen to go to AutoNation even though they're 30 minutes away. About 45 minutes after I returned home, I got a call from a "care specialist" asking how my drop off experience had been. I told him it wasn't great and explained why. I kid you not, he said he was sorry to hear about that buuuttt he'd noticed my 2020 Ascent has 63k miles on it and wanted to know if I was interested in upgrading to a new car. I told him it was inappropriate to call me to try to upsell me but it was completely ridiculous to ask this right after I'd told him I'd had a bad experience thus far and his response was, "I'm just doing my job." So I told him he was bad at it and asked to speak to his manager. She called about 15 minutes later and then I was told, not only was it going to take them 24-48 hours for diagnostics, but on top of that, it might take them 2-3 days to perform the repair because it's a "complicated process." No, it's not...take the vent panel off, unscrew 4 screws, pull the head unit out and disconnect the electrical harness wiring, install new head unit, reconnect harness wiring, replace the vent panel. That's about it. Everything in these cars is plug-n-play now-a-days. Shouldn't take more than about 30 minutes for an experienced tech with all the right tools. I then explained that I'd never had this kind of scheduling problem at AutoNation, a much larger dealership, and she tried to tell me how Groove is so much busier...you could fool me! When I dropped the car off, there were 3 cars in the service bay with only 2 people talking to techs, and when I picked it up 1 1/2 hours later, there was 1 car in the service bay and 3 service techs/helpers standing around talking. I've never seen AutoNation's service bays less than 5 cars deep, yet I've never had to wait 3 weeks for an appointment and it's never taken 4 - 5 days for a simple service! It will be a cold day below before I ever return here! read more

The salesman Amin was great. Very helpful and worked with me and my needs. I recently had a Kia Stinger and switched over to a Jetta, so I wasn't psyched. Notheless he was very helpful. Thank you read more

A few things were going on with my car so, I took it in for service. They were very accommodating to my schedule and got me in within a few short days. Ron initially took care of me and was extremely friendly and detailed with the diagnostics. Post my appointment, something else popped up and when I called, I got connect with Haylie. She not only remembered me but, was quick to help. She really takes care of the customers and had me scheduled to get things taken care of. While they are consistently slammed busy, everyone is so kind. read more

Groove Subaru - Inside - Car Dealers Near Me - Englewood, Colorado

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If you are a woman, I am warning you to please avoid Groove Subaru in Englewood, Colorado. I brought my Subaru Forester XT to this dealership for service and they caused an issue so I was told to bring it back (not exactly convenient yet I was very nice about it). The next available appointment they had was one-month out. When I got to the dealership on time the day of the appointment, I was told they would not be able to see me because they had too many walk-ins. I asked to speak with a manager which resulted in a front desk rep yelling at me and then another throwing my car keys at me (almost hitting me in the eye). Nobody ever did anything to make this right so I contacted Subaru Corporate. Groove Subaru is now running ads on TV with someone named "Danielle" who is stating that Groove Subaru moves mountains for her. I suspect they are running these ads because they know they are failing with the female demographic. Hey, Groove Subaru, here is some advice: Conduct yourselves professionally and tell your employees not to abuse or assault your customers. I regret not calling the police the day I had an incident there because it was so shocking and horrific. I hope nobody else is ever mistreated by Groove Subaru ever again but I suspect they will never change their ways and just continue to run b.s. ads enticing unsuspecting people (especially women) to put their trust in their unethical and dangerous dealership. If you have an issue with Groove Subaru, please contact Subaru Corporate immediately and report them. Also, call the police if their employees attempt to assault you. read more

Absolutelty wild overpricing. Do not engage! Groove tried to charge me $871.12 for a new key and ignition switch. An independant locksmith did it for $500 in the dealership parking lot. read more

I highly recommend Abdi for your Subaru needs. He was very easy to work with and answered all of our questions. This was my first Subaru and I'm very impressed for the 3 days that I've had it. Overall, it was a great experience! read more

Just bought my first Subaru. After doing a lot of research, I decided on a Subaru based on their safety and dependability stats. Cristo Perales was my sales consultant, and he showed me several cars based on my needs. No pressure, very professional. My purchase of a 2025 Outback was easy and smooth. All the staff who assisted in the process were great and I am so excited with my Outback. Customer service is 5 stars! read more

Dan Cassin did a great job helping my daughter get her 3rd Subaru from Groove Subaru.

I advise not taking your Subaru here for service unless you're desperate. If you book an appointment, they will not respect your time. I brought my Subaru in today to get the snow tires put on. Had an 11am appointment and they didn't start the job till 1pm. What does it take to not overbook your service department? I've had nothing but mediocre or bad service at the various Subaru dealers in Colorado, so the bar is very low for making me happy. Still, they are unable to clear that bar. Suggestion to management- STOP advertising and emailing your past customers about more service, when you can't effectively handle what you've got. Is the problem that service managers are compensated based on Volume$ and not customer satisfaction? read more

I am buying my first brand-new car. I have friends who have purchased from Groove in the past and made this my first stop in test driving Subarus because of those positive experiences. I will say that I did not walk away with a completely negative experience of Groove, but that I certainly wouldn't recommend it to my friends. I can't recommend Groove because they really didn't listen to my concerns and refused to check their math when I pointed out an error--something that by their estimation changed a potential car payment from $300/month to $600/month. I had to point out this error several times before they would even check it--and once they did check their math, they found an error. I also reside outside of Colorado and am only here temporarily, and they refused to commit to faxing in my info (were I to have purchased a car) so that I could register my car in my home state. Something that every other dealership we visited said was standard and no big deal. Those were pretty big concerns for me, and their unwillingness to do the bare minimum or check their own math set off red flags for me on other areas where they might be less than diligent. I liked that our salesperson was a woman. I didn't feel talked down to or like she focused any more or less time on me than my husband. Like most people, I've heard horror stories about being a woman and going to car dealerships, and am happy to report that I don't have a horror story of my own to add. That said, I did feel pressured to walk away with a car that same day, despite telling our salesperson that we were only in the very initial stages of looking and test driving cars. Not only did I feel pressured to buy that night, but I felt pressured to test drive and purchase a car that was much more expensive and loaded with options than I had gone in looking for. read more

Groove Subaru - Groove's unwillingness to check their math was an issue. - Car Dealers Near Me - Englewood, Colorado

I am on my 5th Subaru and have to rate the Service Department as a 5+ but the Finance Dept as very poor. I traded in a vehicle and took out a signed title on the trade in and gave it to Jonathon Vasquez (Finance) on April 5th. Well the title was misplaced/lost - I have received 5 calls from Groove personnel over the past 2 months asking for the title. Today they are coming to our home to have us sign a power of attorney. Very disorganized and sloppy handling of paperwork. read more

***update, the supervisor commented below that this issue is closed however we still do not have our car back! Not sure how they mark that issue as "solved" We called to speak with someone to get an estimate today as well as a breakdown of the work already done since they ruined our engine (it's been in their possession for 4 months) and they just hung up on us! Making an official complaint with Subaru, this is not the customer service that this brand represents. Botched oil change with the dealership leads to a four month headache without our family car. I'm profoundly disappointed with Groove Subaru and the series of unfortunate events that have transpired since May 2023. My Husband initially brought his Outback in for a routine oil change, which should have been a straightforward procedure. However, it escalated into a dangerous situation when their mechanic failed to properly secure the oil plug, causing all the oil to drain out while he was driving on a busy, high-elevation mountain road. This critical mistake led to the engine locking up, endangering our safety and the safety of others on the road, not to mention being stranded for hours on the side of the mountain. Compounding the issue, Groove Subaru assigned the same inexperienced individual, someone who lacked the necessary expertise even to perform a basic oil change, to handle the entire repair and engine replacement of our vehicle. This added to my already mounting concerns. Low and behold they eluded that the same mechanic made mistakes and used the wrong parts and that the mechanic is no longer working for them. Moreover, there have been ongoing problems with parts ordering and significant delays, resulting in a seemingly endless ordeal. They have extended the timeline countless times, initially it should have taken about a month at the very most. Now we have been informed that the repair might not be completed until late October or possibly even later, extending this nightmare to over six months. Adding to our frustration, Groove Subaru has undergone a change in staff, with multiple mechanics now attempting to clean up the mess. However, there has been little to no apology or reassurance throughout this process. We have been nothing but patient throughout the process but this is now going on over 4 months and our patience is running out. Now I fear for the safety of driving our family car after the work done at their dealership. We now live 2 hours away and will not be able to take it in on a whim if there is something wrong with it after we receive the vehicle back. To make matters even more challenging, they previously requested that my husband make a 4-hour round-trip drive to talk to them in person, seemingly avoiding discussing these issues through other means that would put this situation into writing. They were also adamant about not telling him the entire story over the phone. This has only increased my frustration and skepticism about their commitment to resolving the situation. My paramount concern is our safety and the reliability of our vehicle. I earnestly hope that Groove Subaru takes immediate, effective, and transparent actions to rectify these issues, I do not want to have to reach out to Subaru headquarters or worse have to take this to court. I am not sure what our options are at this point. Being a Subaru customer for 10+ years, this is a huge disappointment. I'm willing to reconsider my review if they demonstrate a genuine commitment to ensuring the safety of their customers and addressing the ongoing problems in a professional honest manner and not just keep kicking the can down the road. read more

The sales manager, Ali, had no respect for me , as a single woman, prices went up from online prices and also quoted my payments, when I was clear I already had pre approved financing with USAA. Tried to keep my keys from me on my trade in. Bush league read more

Update. Adding one star because they reimbursed me after I paid off the balance with the bank. Adding another star because their parts department has had the cheapest prices for parts when shopping online through Subarus parts website & that department has been great to work with. My experience purchasing the car still stands and will keep those two stars off. read more

If what you're looking for is car salesmen right out of central casting, this place is for you. We pulled up wanting to test drive a couple of different models, and there was an absolute herd of disheveled slobs (harsh language but it fits) hovering around the entrance to the showroom. Unkempt poorly dressed stereotypes. One of them was wearing a MEMBER'S ONLY jacket. The only thing missing was them all chain smoking. We were approached by one of them and in spite of us being extremely clear and up-front about what we were hoping to accomplish (test drive, but absolutely no chance of buying today) we were swept inside to a wobbly table where we waited for the salesman to go do, what? Who knows. 10 minutes went by, during which another salesman came and sat alone at a table 2 feet away from us and was clearly eavesdropping. At another table, an upset elderly woman was working with another salesman and we could hear her saying "No, that's not what we said!" or something like that. Awesome. Later our guy came back with a clipboard and started asking irrelevant questions that you'd ask of someone who was there to buy. Among other things, he asked for my cell phone number, and I gave pushback. Why do you need that? He says "so you have a way to contact me." What? I am not stupid and that doesn't even make sense. Why do salesmen still, in this day and age, think people are this stupid. Eventually he took us out on a test drive but since we were a little short on time, we were limited to a residential neighborhood right next to the dealership. That's fine, it's not the salesman's fault that we didn't have time to get down to the highway to really open 'er up. Took out a different model, same story. No one at fault for this part of the experience being suboptimal. We were ready to leave and asked for a card. He fished one out of his pocket and we tried to leave. He said, "Hold up a minute, let me go inside and get you a more up-to-date card" which was plainly another lie. We got in our car because we knew he was going to bring out a manager who would try to pressure us back into the showroom. We could have left, knowing this was going to happen, but we didn't want to be rude. We just sat in our car til the salesman came back with, SURPRISE, a manager who started asking us questions. Finally we just had to say WE HAVE TO GO and we left. The saleskid would've been better off saying, "sorry, before you go, I have to bring my manager out to meet you or I get in trouble", but he chose to lie instead. DON'T LIE TO ME. By itself, this act was enough for us to decide we wouldn't work with this dealership. None of this is super super surprising except that this totally outdated model of operating a car dealership has gone out of fashion a lot of places. We thought maybe we'd be working with someone who knew how to read people and knew that trying to work off the dealership's script wouldn't work with most people anymore. We told you what we were there for, and you still proceeded like you were trying to trap us. Because you didn't respect us, because you lied to us, we won't be back. The lies were small (lying about why they wanted my phone number; lying about going inside to get a biz card) but they need to understand that customers experience little lies like those as the start of a trail of lies, starting with these little ones and increasing in size and import as the transaction goes on, and then probably once service comes into the picture. The kid himself was nice enough in the extremely brief moments he was authentic during our test drive. read more

Bought my certified pre owned Subaru outback from here two weeks ago. Chase our sales person was so friendly, kind, and helpful. He made everything go very smoothly, as did all the other staff. He let us know up front about everything and answered all our questions. Would absolutely buy here again, and I can not say that about any other dealerships I have been to! Highly recommend! read more

Groove Subaru - Car Dealers Near Me - Englewood, Colorado

I would avoid this place at all cost. I made an appointment with one week notice to get new tires. I dropped my car off and was told it would be done that afternoon, which i was expecting. As i was waiting, they told me they actually did not have the tires and they'd need to order them. Understandably, this made me have questions and frustrations. Why is there an online system where you can indicate with advanced notice what service you'll need done if they don't even look at your appointment and what's needed until you drop your car off? I was working with Haley, who was SO incredibly rude when I asked more about this. She has absolutely no empathy for customers and didn't take one second to consider why this would be an inconvenience. I don't live nearby the shop, didn't have a ride home, rearranged both mine and my daughter's schedules around this service being done that day like i was told when they said I needed new tires at a previous service visit. There was a point in our conversation where she just picked up her phone and was texting. After how rude she was I asked if there was any other Subaru dealerships nearby and she said "how would I know? I don't know where you live." Her manager came out and offered a rental car and listened to my frustrations, and offered some insight into how the online system works. Although i think they have a major flaw in their online system, at least he approached me with empathy and understanding from where I was coming from and was willing to explain. To make matters worse, as i was waiting for my rental car in the lobby, Haley called her manager who was also in the lobby and put her call on speaker phone. She proceeded to laugh and make a mockery at the concerns i raised, and her manager quickly took her off speaker phone, telling her, "you were just on speaker phone". Haley made a crummy experience 100 times worse. To have a crappy thing happen to you is one thing, but to hear her then mocking and gossiping to her coworkers in public spaces about very valid concerns you raise as a customer is extremely immature and put an awful taste in my mouth. If this is the standard they have for their customers right to their face, i don't even want to know what is being said about their customers behind closed doors. Haley was the only rep I had issues with here. I think you guys need to evaluate your team and how you speak about your employees to each other. I was bringing up valid concerns about the appointment system that others happily answered for me and provided solutions for. The way Haley handled this situation is completely unacceptable. read more

I made a 10 AM appointment online for an oil change for my car. When I arrived at 9:55, I was informed that I would have a 2 hour wait for service. It was explained to me that anyone who comes to the dealership for service before me without an appointment was in line ahead of me. I wondered aloud what good was an appointment when other customers could bump me to the end of the line. I did not get a satisfying answer except to be told their policy is not to turn any customer away. I felt disrespected and disillusioned that an appointment meant essentially nothing. Their business model is terrible. The only bright light in this experience was Brandon who took care of me and called an Uber at the dealership expense to take me home and bring me back when my car was finally done. His sympathetic actions and actual help did a lot to mollify an angry customer - me. I will not be using this dealership for oil changes or any other service in the future. Please be aware that appointments mean nothing to them. Not even sure why they take them. read more