Brandon Tomes Subaru - Service Center

Not a Service to be proud of. I took our 2018 Forester in for a tire rotation and oil change on special from this dealership Brandon Tomes, pretty routine. While waiting, I wa I took our 2018 Forester in for a tire rotation and oil change on special from this dealership Brandon Tomes, pretty routine. While waiting, I was informed by the customer service associate that in the process of rotating the tires one of the lug studs had broken off. When I inquired as to how and were they going to repair the broken lug stud. I was informed that it wasn't a subaru manufacture and the tires were not standard subaru. Not sure about the lug stud and lug nut, but the tire wew purchased at Costco Michelin X-Tour AS All Season, That have been on the vehicle since October of 2020. EXCELLENT TIRES. Long story short ,Brandon Tomes Subaru was not going to repair the broken item which they are the ones who broke it. When I expressed my expectations about having it replaced, I was informed that it was 190.00 + for labor to replace the lug stud plus parts, I told them that Brandon Tomes broke the part while in their care and should be responsible for the replacement at no charge. The customer service associate then left and then came a few minutes later as said the the technician working the car mispoke or ment to say that the the lug nut was cross threaded on the lug bolt and as result would snap off. Again my problem 190.00 for labor and plus parts plus tax. Car still wasn't finished for an oil change and now a nonexistent tire rotation. At this point I went the parts counter and purchased 2 lug studs and 2 lug nuts, not really sure of prior damage or damage incured during the tire rotation with someone a little to aggressive with the Impact wrench, a this point figuring I would now fix it myself as it's not rocket science, 45+ bucks for the 2. Parts counter guys are great. When I went to pay for the car service Oil and rotation(no rotation occurred), I asked if the service technician could mark or let me know which stud was bad so I could focus on that tire. Well guess what? The technician had left for the day well before 5 when they close, Okay its Saturday no problem, but tell me it's broken, my problem and then not document it on the paperwork. Basic statement on work order ticket " no rotation done, lug nut and stud not from us ". per K*** auto technician. I spent 85+ tax for just an oil change plus the extra parts(45) to fix it myself. Was also told that I should Part 2- Not a Service to be proud of. To follow on the statement that “it was not a Subaru lug stud or lug nut” and someone else caused the issue ,I made an appointment the next day, to have the tires rotated by Costco where I had purchased the tires and offers nitrogen fill and rotation for free if the tires are purchased thru them. They proceeded with the rotation and then stopped as a lug nut was cross threaded on to the bolt. They contacted me and told me of the issue, when I got to the tire service counter I asked if they could mark which lug nut on what tire was the problem, professionally 2 minutes. The tire technician also informed me that the lug studs on Subaru's are an issue as the metal is softer and more prone to shearing, cross threading other problems, and that they see a number of these issues every week. Contrast this to The Brandon Tomes Service center that did not document or communicate the problem lug stud but stood ready to fix the problem for additional labor and materials. The original problem was told to me as a broken lug stud, and subsequently changed to a cross threaded lug nut, possibly 2 on the vehicle, but again no one could tell me which of 4 tires and which of 20 lug nuts was the problem. Again presented as my problem because these were said to be not a Subaru lug stud or Subaru lug nuts. NOT True as have never been changed out. All of these activities occurred the day after the Brandon Tomes Subaru experience on Aug 17th. Not feeling dismissed by dealerships just disappointed by by all reponses to issue and changing narrative of dealership to the issue. More

Rick Nguyen delivered great customer service today. Best service I have received from this department in on long time. Rick was friendly, thorough and efficient. Cannot beat that. 5+++ stars for Ri Best service I have received from this department in on long time. Rick was friendly, thorough and efficient. Cannot beat that. 5+++ stars for Rick. More

Terrible Service. I purchased a new Forester from Brandon Tomes Subaru and within 2 mo, I noticed a small plate from the underside of the vehicle was hanging down. I I purchased a new Forester from Brandon Tomes Subaru and within 2 mo, I noticed a small plate from the underside of the vehicle was hanging down. I brought it to Brandon Tomes to repair under warranty. However, the service manager claimed that the plate was bent due to an “outside influence,” which apparently was “grass.” They said I had to replace the plate because the plate was bent and did not line up with the fastener hole and that the repair would be “expensive.” We never got to discuss the actual price. I protested and suggested that the fastener(s) were faulty or were improperly installed and that the repairs should be covered under warranty. I refused to pay and expressed my extreme dissatisfaction with the service. When I could finally raise and look under the vehicle, I found that I could easily align the plate with the hole of the missing fastener and repaired the hanging down plate with a simple bolt/nut with washers. Either the service manager and technician are incredible idiots or they were trying to scam me. I recommend that you do not purchase a vehicle from Brandon Tomes Subaru because of the incompetent service. Also, apparently a Subaru Forester cannot handle driving over grass as it may null and void the warranty. More

Dylon is very attentive and understanding. We had an issue with some noise when backing up. and Dylon had it looked at and taken care of. We had another issue and Dylon is helping with that. T We had an issue with some noise when backing up. and Dylon had it looked at and taken care of. We had another issue and Dylon is helping with that. Thank you Dylon and sorry I cannot recall the ladies name or the other guys name that helped us with our latest issue and our frustration. I highly recommend Subaru of McKinney. All staff are very friendly and eager to help with a smile. Thank you Bob Tomas Subaru for being a great place to buy a Subaru. More

We have been providing services at this dealership for many years and have had a very good experience. Russell is always attentive and willing to help! many years and have had a very good experience. Russell is always attentive and willing to help! More

I am furious concerning the lack of transparency with Brandon Tomes Subaru service department. My wife took her vehicle in for a routine service, and she got an itemized order for what would be perform Brandon Tomes Subaru service department. My wife took her vehicle in for a routine service, and she got an itemized order for what would be performed and a price of $1075.00. Later that day they called her and told her that her brakes pads were in the "red" zone and "needed" replacing. They made it sound like her brakes were completely unsafe and instilled a thread of fear in her, so much so that she agreed to have them replace them. They did not disclose what a Brandon Tomas Brake job entailed nor what the additional costs ranges could be for this additional service. They relied on sales scare tactics to instill fear to get the go ahead so that the focus would not be on the financial discussion of additional costs. There was no discussion on specifics of all four brakes front and rear were all in the "Red" zone.... just a generic "Your Brakes are bad". A Brandon Tomas brake job entailed replacing the front and rear brake pads, resurfacing .....not replacing ....resurfacing the rotors and all this for an additional $1095.00! Only $200 of that brake job was for parts and resurfacing and a whopping $800 was for labor. I hope this review will inform others and hopefully help others not fall for these shameful tactics the service department salesman employ to upsale customers without full transparency! Unbelievable!!! More

Very nice place to buy a car! Everyone here is wonderful! I will come back again! Everyone here is wonderful! I will come back again! More

It was very clean and comfortable feeling inside. The employees were very pleasant and always greeted me. The employees were very pleasant and always greeted me. More

I made an appointment for a suspension issue and got a confirmation. I show up at the dealership for my scheduled service appointment and got turned away. The usher had no idea I had an appointment. He we confirmation. I show up at the dealership for my scheduled service appointment and got turned away. The usher had no idea I had an appointment. He went inside to confirm and returned stating they were swamped. I left since I had to take care of my car quickly elsewhere. Why take an appointment and waste the customer's time in the first place? Absolutely incompetent service center. I would not trust them for sales or service. Bad taste with Subaru and will not be buying another vehicle. More

This review is for Rick in the service department, Rick you're the man. Rick showed great empathy and dedication to customer service. Top notch guy I highly recomend speaking with him to help you out. you're the man. Rick showed great empathy and dedication to customer service. Top notch guy I highly recomend speaking with him to help you out. More