Heritage Subaru Catonsville - Service Center

Service Department Experience Yawan, a service rep at this dealership is an asset; Always pleasant and engaging. I am always treated with kindness. Her demeanor is never flat. She Yawan, a service rep at this dealership is an asset; Always pleasant and engaging. I am always treated with kindness. Her demeanor is never flat. She makes me feel like the only customer in the building. It's always a pleasurable experience with Yawan . Tyrell Nelson More

Quick service Just needed a 24,000 service and a cabin air filter change. I had originally requested a shuttle, bu LeJuan said it would only be about an hour so I o Just needed a 24,000 service and a cabin air filter change. I had originally requested a shuttle, bu LeJuan said it would only be about an hour so I opted to wait. Just short of an hour, she came into the waiting room (where I was still sipping free coffee!) and told me the car was complete, just waiting on the (free) washing. I was out in just about an hour from the time I went in - and the shuttle probably would have taken 25 minutes each way! Thanks for the good service! More

Amazing Customer Service Hello - I have come to this service center on many occasions over the last couple of years. I purchased and my Mazda and Subaru from this location an Hello - I have come to this service center on many occasions over the last couple of years. I purchased and my Mazda and Subaru from this location and has also had it serviced here. I have dealt with a few services members but I must say that the service that I receive from Ms. Lajuan Robinson exceeds expectations. She is always courteous, prompt, and strives to be sure that all of my needs are addressed. She explains what is needed and the cost with clarity so there are no surprise bills. She is always smiling and remembers her customers. My car is always vacuumed and washed. I have the option of waiting in the lobby (wi-fi, tv, drinks and a vending machine), obtaining a loaner car (for longer service jobs), or being dropped back off at home. How awesome is that?! I feel safe that my car is in good hands when I come here. Thank you Lajuan & Mile One! More

Great Experience I've been to this dealership only two times and the experience I got is encouraging. Great customer service, prompt attention and pleasant workers. K I've been to this dealership only two times and the experience I got is encouraging. Great customer service, prompt attention and pleasant workers. Keep it up! More

10K service I love my Subaru, Forester. I love this dealership. Scheduled service by appointment has always been done in a timely manner, therefore I always wait I love my Subaru, Forester. I love this dealership. Scheduled service by appointment has always been done in a timely manner, therefore I always wait while my car is there. I take advantage of the car wash when I'm in the neighborhood and my car looks like I just bought it all of the time. This dealership has the most reliable and friendly staff. Love going there. Thanks Lejuan for taking such good care of me. More

Poor Job on the Oil Change This dealership did my oils change and they did not put the plug back on correctly on my 15 month old 2015 Subaru Forester and the engine blew up. This dealership did my oils change and they did not put the plug back on correctly on my 15 month old 2015 Subaru Forester and the engine blew up. I know nothing about cars. I was driving on the highway going approximately 65 mph when the car engine choked a bit and plumes of black smoke came out of the back of the car. My 5 and 3 year old were in the vehicle. I panicked because I thought the car was on fire. This was a frightening situation. I didn't know what was wrong. When the tow truck driver came and lifted the car, I asked him to check under the car. Within 20 seconds he said, "your oil plug is gone". I wiggled my way under the car and took pictures. Oil plug was gone, the entire bottom of the car was covered in oil including the back of the car. Instead of taking apart the engine to see what damages were done, they hooked the car up to a machine and tested the engine pressure (PSI) at different RPMs. Dealing with Chris Maloney is also another story. He and my service agent Jennifer kept saying "let us help you". Do not tell an angry customer that when you messed up. You are not helping me! You are responsible for fixing the damage you guys caused! And when I brought my ruined car in, Chris told me "if we find that we did something wrong, if we find that the engine needs to be replaced, if, if, if"!! Nice way of trying to cover you xxx. But honestly, the fault was with the service and I probably would have reacted different if some sort of apologies and good faith words were provided to acknowledge the error and make me feel as though that you will be covering me for your mistake. In addition, telling me that the person who preformed my oil change was terminated doesn't make me happy. It isn't justification for me. He relied on that income. Maybe he had a family? And if he did have performance issues, why wasn't anyone checking his work? What are your procedures so that these types of simple mistakes do not happen? Also, when I got my loaner, it was mentioned to me to bring back the loaner with a full tank a gas... Until I gave her the "look".. Like really? Mess up my oil change and tell me that I have to fill up the loaner car tank. Excellent customer service. What was offered. The service department offered an extended 100k warranty which I already had on my vehicle when I purchased the car. I already have the extended warranty. So, what now?! I refuse to drive my kids in a car with a messed up engine. Who knows what the extent of the damage is when you just test PSI? I called a few mechanics and they also said that the engine needs to be taken apart to assess the damage. Most likely engine does need to be replaced. Still haven't received an apology. Do not take your car here to get services. I looked up the ratings and it's low. A huge change needs to be made for both mechanical and customer service. Bunch of clowns are working on the car. They don't care. And will it do what is right by the victim. In addition, they have insurance to cover these mistakes. But it's the consumer that gets dinged. I have spoken to a couple lawyers and I would most likely win in arbitration. If you made it this far, you deserve a cookie. If you do decide to take your car here, beware. This probably will not happen again, maybe it will, but this is how I felt about the ordeal. Just a huge menace and a headache! I want a service dealership that cares about their customers and experience. More

Mechanics are incompetent I took my 2015 Subaru in because of a recall. My car was working just fine but they needed to keep it for the better part of a week because they appa I took my 2015 Subaru in because of a recall. My car was working just fine but they needed to keep it for the better part of a week because they apparently blew several fuses in the process of replacing an ignition relay and destroyed the BIU. When I picked it up, they hadn't put the car back together completely. They had left parts in the cupholder (there are still 2 screws in there). Now, I have no seat belt alarm for the driver's side and the passenger seat belt light and air bag light remain on. The service manager didn't really seem interested in the poor quality of the service he was providing. All he did was apologize. My advice: don't have your car repaired at this dealership. More

Terrible unresponsive long service Customer service is poor, lazy and unresponsive. Took 5 weeks to get a part and complete repair. Left a pristine car absolutely dirty and greasy with Customer service is poor, lazy and unresponsive. Took 5 weeks to get a part and complete repair. Left a pristine car absolutely dirty and greasy with hand prints and footprints on interior leather. Called for Manager to give feedback leaving a detailed message. Never bothered to respond. Will not return. More

Refused service program upgrade recommended by subaru This is the second time in my 62 year life I have written a bad recommendation. My 5 year old outback started last weekend the check engine light star This is the second time in my 62 year life I have written a bad recommendation. My 5 year old outback started last weekend the check engine light started flashing, brake light, traction control lights all flashing came. Towed to mechanic who contacted subaru and reported Sub Service program upgrade WVU-31 was needed cost about $250. because I have an extended warrenty, gold Plus extended coverage took to Russell Suburu , where car was purchased, with all information. I must say that everyone at Russell was very pleasant to work with, friendly and seemed very interested in my being happy with the service .Today Russell charged me $80. to check engine codes, Russel refused refused the software upgrade because "it was "not needed" and said the check fee was not covered under warranty. Even with supporting documentation from Subaru explaning this was the problem and it was occuring frequently in alot of subarus they refused to upgrade. I am not that worried about the fee but I will not be able to enjoy my vacation because I am worried about the car. I have never used my warranty, I have only been to the subaru service once when I had to go for new car service. I will now have to seek out another subaru repair service that may be able to help me or pay for the upgrade myself. Shame on you. More