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I've always…read moretrusted Gold Rush Subaru with my car's service needs. I even travel almost two hours one way to bring my Subaru to this service center, but my recent experience was a rollercoaster, to say the least.
To start, in the summer of 2023, my LCD radio screen began to develop "bubbles" across it. When I called to inquire about it, I was told it was my fault for wiping it with a wet washcloth--which I knew was completely untrue. After doing a little of my own research online, I discovered Subaru of America had issued an extended warranty for this manufacturer defect. I called back to explain this to the service advisor, and we discussed bringing my car in for a replacement.
Fast-forward to April 2024. After speaking with the service advisor, he said he would call me back within a week or two when a loaner vehicle was available. However, month after month passed. I even made multiple appointments that ended up being rescheduled--sometimes due to something on my end, but more often on theirs.
In the meantime, a laundry list of issues developed with my car. These included a tear in my seatbelt, the TPMS monitoring system lights flashing on and off, and, worst of all, an extreme stutter that made the car nearly undrivable. When I finally dropped the car off, I explained to the service advisor that the stutter only occurred once the car was warmed up and driven at least 10 miles.
The next day, I received a text message from the service advisor stating that there was nothing wrong with the TPMS system and that the mechanic was unable to duplicate my concerns about the stutter. He also said the radio and seatbelt would be replaced under the factory defect warranty from Subaru of America. However, he insisted that my car needed the 60,000-mile servicing. When I informed him that most of the major components of the 60,000-mile service had already been completed elsewhere, he suggested spark plugs and throttle body cleaning would help my supposed stutter--if there even was one--since the mechanic "couldn't duplicate the issue." His tone was condescending, rude, and dismissive throughout the entire conversation.
Not only did he dismiss my concerns and make me feel like I was imagining the issue, but he also failed to follow my instructions to properly replicate the problem. Despite my clear explanation, he drove the car just 2 miles in the two weeks it was at the shop (as proven by the total miles at pickup)--nowhere near enough to trigger the stutter. He assured me that replacing the spark plugs would fix any problem I thought I had, which turned out to be partially untrue. While the spark plugs did make a noticeable difference, the stuttering issue persisted after coasting or at certain RPMs.
The service advisor refused to acknowledge or apologize for being wrong at any point. He even charged me nearly $1,000 for warranty-covered work and unnecessary repairs. To make matters worse, when I picked up the car, I noticed they had replaced my dark gray/black seatbelt with a tan-colored one that completely clashed with the interior. His lack of accountability, dismissive attitude, and blatant disregard for my concerns completely destroyed my trust in the service center and their mechanics' capabilities.
Thankfully, the service center manager, Marquis, stepped in and turned things around. Marquis was incredible--genuine, honest, and deeply committed to resolving the situation. He refunded the unnecessary charges, ensured all issues were properly addressed, and kept me informed throughout the process. Although it took another two weeks (a total of one month), Marquis personally ensured my car was fixed and safe to drive again. His professionalism and integrity restored some of my faith in the dealership, and I'm incredibly grateful for his exceptional customer service.
On the drive home after picking up my car for the final time, my husband mentioned how refreshing it was to have a situation involving high emotions and a significant financial investment--having spent $40,000 on this vehicle--resolved so professionally. No one had to yell, fight, or scream. Everything was handled properly, and I left the establishment feeling heard, seen, validated, and deeply grateful.
While I still have concerns about trusting the service center as a whole, Marquis's dedication saved this experience from being a complete disaster. If you need service here, I highly recommend requesting Marquis's oversight.
