CMA's Colonial Subaru

I am having the worst service experience here, my Outback went in for repairs 3 weeks ago and no one in the service department can give me a trustworthy update on the completion of my repairs, they can’t ev went in for repairs 3 weeks ago and no one in the service department can give me a trustworthy update on the completion of my repairs, they can’t even give me a date for completion, I have no confidence that repairs done here will be done well as they all seem to not have a clue, and the standard of service to a paying customer is extremely poor More

Zero Stars. I would not recommend using the service department at this Subaru location. I was in VA traveling and due for my 60K mileage. I made an appointment I would not recommend using the service department at this Subaru location. I was in VA traveling and due for my 60K mileage. I made an appointment and dropped my car off for service. I paid my 1K and went on my way thinking I was taken care of. As I made my drive back across the country to TX I noticed something’s were not right. What I noticed to make me question them doing the work was my tire pressure. I took it into my local dealership to where I bought my vehicle to verify what I was charged for was done. CMA Colonial Subaru charged me for a rotate and balance on my tires, along with everything else included in the 60K when in fact they did not provide that service. I know that because I had my front driver tire plugged before my drive to VA and when I got back that same tire was in the same place. Another thing they charged me for, to replace my air filter, they did not because I have an after market filter on my car. Let me also say there is a difference between a new spark plug and a spark plug that has 60K miles on it, which I can provide a picture of because those 60K spark plugs are still on my car. Many more things are included in that 60K maintenance that I paid for that I did not get. Make it right and give me a refund so I can actually pay for services to be rendered. More

From sales to service, this is the Subaru dealership to go to. I recently purchased tires for one of my Subarus that I bought from here. The price was competitive compared to other local tire specialty sho go to. I recently purchased tires for one of my Subarus that I bought from here. The price was competitive compared to other local tire specialty shops. These people are professional, polite, and the service was performed quickly. More

Great experience all around. Salesperson William Lingenfelter was very helpful in finding exactly what I wanted He explained all the bells and whistles of the model I was intere Salesperson William Lingenfelter was very helpful in finding exactly what I wanted He explained all the bells and whistles of the model I was interested in and showed me the various safety features during our test drive. Super helpful and professional. Ed Savage, the Sales Manager made doing the paperwork super easy and the process was very quick and painless. I was then introduced to Floyd who went over every feature in the vehicle with me. The whole car buying experience was a pleasure. I would definitely recommend Colonial Subaru. A new happy Subaru customer. More

DEALERSHIP ENDANGERS CUSTOMER SAFETY - AVOID AT ALL COSTS Tl;dr: Colonial Subaru does care about their customer's safety and refuses to abide by the recall procedure agreement (Document WTY-84R) that Subaru o Tl;dr: Colonial Subaru does care about their customer's safety and refuses to abide by the recall procedure agreement (Document WTY-84R) that Subaru of America entered into with the NHTSA. They will waste your time, sit on your car for weeks on end without even looking at it, lie to your face (if you’re able to get a response at all), send you out in a loaner car with expired paperwork resulting in you being pulled over by the police and at the end of the day they still won’t fix your vehicle’s outstanding NHTSA mandated safety recall. Avoid them at all costs. Full story: I will preface this by saying that my car is modified. I freely admit that and have been completely up front about what was done to the vehicle. I’m not some punk kid trying to scam the dealer to cover for my mistakes with warranty work. I’m a customer who is trying to have the manufacturer follow through with performing a safety recall for a defect that is 100% their fault (hence the recall). I dropped my car off on 2/16 for valve spring recall. In preparation for this service I prepared a cheat-sheet for the technician outlining the modifications I’d done to my car and highlighting anything he may have to look out for when performing this recall. I gave a copy of this sheet to the service advisor and discussed the modifications with her as well as a Subaru technician who was present. Neither of them raised any issues or concerns. I even apologized for any inconvenience it may cause and offered to cover 2-3 hours of extra labor. Mindy commented “No problem, it’s YOUR car! You’re gonna do what you’re gonna do!” *TWO WEEKS* pass and I don’t hear a word. Finally on 3/1 I receive a call from Mindy who informs me that it will be $650 to remove and reinstall my modifications in order for them to perform the recall. Having done all the work on the car myself, I knew this was an excessive quote and I wasn't even sure I should be responsible for these charges given the paperwork Subaru filed with the NHTSA. I attempted to speak with Service Manager Ron Rose to see why he felt so much extra time was needed, however he refused to elaborate how he came to the $650 estimate, simply repeating that the car had to be stock to perform the recall. I contacted corporate who agreed that an itemized quote was a reasonable request. They agreed to get one from Service Manager Ron and call me back with it on Monday. Monday comes and I finally receive a call back from corporate at 7PM, Brian explained that Service Manager Ron refused to itemize the $650 quote since he won’t know what’s involved until he starts taking things apart. I asked how Ron was able to come to the $650 quote if that was the case and Brian had no answer. I asked Brian if he was aware of any written policy stating the car had to be stock to perform the recall, he was not but insisted that was the case. I presented Brian with written Subaru policy that states the exact opposite. Subaru filed document # WTY-84R with the NHTSA on 1/4/19 (Pictured below). This document states that “Nearly all aftermarket modifications can be worked around or removed to allow valve spring replacement to proceed. Contact the SOA Claims Team should removal and / or reinstallation of these customer modifications require significant additional time.” SOA’s own instructions explicitly state the car does not have to be stock, and if it isn't to contact SUBARU for coverage of the extra time, not the customer. I believe this to be a material breach of the agreement Subaru entered into with the NHTSA. I've contacted the NHTSA and they have opened an investigation into Colonial Subaru and SOA. The investigation # is 11183548. To make matters worse, they sent me off in a loaner car with a DMV “EMERGENCY PERMIT TO TRANSFER LICENSE PLATES” that expired over a week before they even LOOKED at my car. I had the pleasure of being informed of this after being pulled over by one of Henrico County’s finest and informed my plates do not match the vehicle to which they were registered. Thankfully I was only given a warning. Avoid this place at all costs. More

Worst buying experience ever We were going to buy a 2019 outback so we went in for a test drive and to get a price. Our salesman was doing a good job but then he brought in the sa We were going to buy a 2019 outback so we went in for a test drive and to get a price. Our salesman was doing a good job but then he brought in the sales manager I believe his name was Kevin. Anyway after a few minutes talking with him he treated us as if if we were the dumbest people on earth. We have been buying car longer than he's been alive. For him to treat us like that was inexcusable. We left even before he gave us a price that's how bad it was. This was back in sept so you can see that it upset us off even to this day. Anyway we purchased our outback elsewhere (Richmond Subaru) and were treated very well at that dealership. We are enjoying our outback and every time we drive by Colonial Subaru we think sorry for your loss. More

Never better experience!!! ENJOYED buying a car! This being my 5th new car in 10 years, I never, ever thought I would ever say this but... I THOROUGHLY ENJOYED THE EXPERIENCE of shopping at Colonial This being my 5th new car in 10 years, I never, ever thought I would ever say this but... I THOROUGHLY ENJOYED THE EXPERIENCE of shopping at Colonial Subaru. I can honestly and confidently say that I will never recommend or purchase from a dealer other than this one. Granted, this is my first Subaru so maybe the experience is great with all Subaru dealers but I have never felt so accommodated, informed, and respected while shopping for a car. The staff there - especially Gaby, Patrick (or the guy that helped clear up my Equifax issue), Chris, other Chris, and Floyd are the people to know! They were super helpful and never pushy. I strongly recommend Colonial Subaru as my experience there was exceptional! More

Love my Crosstrek! Had a really great experience at Colonial and working with Gaby. The experience was seamless and I was in and out with a new subie! Had a really great experience at Colonial and working with Gaby. The experience was seamless and I was in and out with a new subie! More