i.g. Burton Subaru of Glen Burnie - Service Center

This is the worst dealer service center I have ever been to. The employees were incredibly rude and dismissive with a particular shout out to Rebecca who repeatedly told me that they couldn’t do anything ab to. The employees were incredibly rude and dismissive with a particular shout out to Rebecca who repeatedly told me that they couldn’t do anything about the warning lights that were appearing randomly when I started my car. My car literally broke down on the way home from spending $1300 on repairs and they were incredibly dismissive and did not offer any assistance. Save your time, money, and sanity and DO NOT take your car for service here. More

They are Scammers. Car went in to switch out a bad battery and I was told that my washer fluid tank was damaged but they couldn't tell me what the damage was and to rep Car went in to switch out a bad battery and I was told that my washer fluid tank was damaged but they couldn't tell me what the damage was and to replace that would cost about $300 so I said no. Went in the next day because the car had a loud banging noise and I was told that because the tank was damaged so the pump was just hanging there and it would make noise when driving. So I bought it to my own Subaru dealership and they told me that the pump was disconnected but nothing was damaged so they just hooked up the pump and my car is fine. Wilkins Subaru will scam you when they can, be careful. More

I went there today waiting for almost 5hrs the service for my car was very poor service. Then they keep adding up hiding fees when I pay for the price. That is xxxxxxxx I would not recommend this kind of for my car was very poor service. Then they keep adding up hiding fees when I pay for the price. That is xxxxxxxx I would not recommend this kind of dealer ship to anyone to anyone and I regret my self to bring my car back there my first time experience it was a bad nightmare for me. What I expected is fix the problem I don't care about the price but it Sud when they do sloppy service and I'm not happy what you've guys done to my vehicle. Still the problem they didn't fix. I'm so pissed off but who cares right. I know that you guys want to hear right Thank you. More

I hate getting a new car, Wilkins treated my husband and I like family. No pressure, excellent knowledge to answer all questions. I did not have to haggle on the price, they started lower than another dea I like family. No pressure, excellent knowledge to answer all questions. I did not have to haggle on the price, they started lower than another dealer emailed, it was a no-brainer. We had to turn in current leased cars 30 minutes away and Wilkins provided transportation, just like family! Lastly, they maintained social distancing during the entire process, and you could smell how clean the showroom was. Thank you, Joy & Fred More

I cannot say I am a car expert. I recently brought my car in for service on 11.16.2020, for 4 recalls on a 2017 Subaru Impreza. While visiting I was informed there was a nail in the rear passenger tire. car in for service on 11.16.2020, for 4 recalls on a 2017 Subaru Impreza. While visiting I was informed there was a nail in the rear passenger tire. I did not have the time to wait for all four tires to be replaced, so I made a second appointment on 11.17.2020. I came in and the tire replacement went by vey quickly, but when I returned home, my partner noticed a hub cap was missing on the front passenger side tire. I reached out to the Wilkins Subaru team to see if they had forgotten to put it back on and in reviewing their videos, they said it was on and present on my first visit for the recalls, but not the next day on my second visit. I have had the car for 3 months with no hubcap issues and don't really even know how invasive the process would be to remove a hubcap, but it's parked securely at my home, so I can't imagine why or how someone would steal it, but the team let me know it would be an additional $119 to come back out and to have them install the missing hubcap. Since they were the only people to have touched the vehicle in the time frame, I'm just very confused to how this could happen. I came in thinking I'd just be getting 4 free recalls taken care of and with the tire and potential hub cap change, I'd be walking out spending $899.54. So I am going to see about another dealership, just because the mystery disappearing hubcap kind of has me feeling uncomfortable and disappointed. The team was courteous and quick the second day and threw in a free car wash, so I thought three stars was a fair representation of my full experience More

Terrible dealership and place to work , the service manager for Subaru is a total snake and only cares about himself i will never be seen there again never have I ever seen or heard someone putting in manager for Subaru is a total snake and only cares about himself i will never be seen there again never have I ever seen or heard someone putting in your two weeks and get fired on the spot and escorted off the property what a joke More

Terrific dealership Unfortunately I purchased my Subaru from another dealership and quickly realized it was not at all “for” the customer once they made the sale. I decid Unfortunately I purchased my Subaru from another dealership and quickly realized it was not at all “for” the customer once they made the sale. I decided to go to Wilkins Subaru and thankfully I did. Their service and their care about a customer is truly the Best. They can be so busy but will always always have the time and concern for each customer. I have stopped by to simply Inquire about my car. Someone will be available to answer that questions. The employees are fantastic and knowledgeable. The concierge, Mr. Jacobs, does an outstanding job. More

NEVER AGAIN. PARTS RUNS LIKE A RUSTY 60 YEAR OLD MACHINE I called in for some parts I needed for a customer at the shop I'm currently employed at. I simply ordered, one Rear Main Seal and six Exhaust Studs. I called in for some parts I needed for a customer at the shop I'm currently employed at. I simply ordered, one Rear Main Seal and six Exhaust Studs. Should be easy, or so I thought. Roger told me that it would take nearly a week to be delivered. I completely understood and agree with that for the reason of it being Labor Day weekend. Well, Wednesday came around, I called in to see if the parts arrived. They told that they did in fact come in, but could not be delivered today or tomorrow because their driver was sick; why a dealership only has ONE driver is beyond me. I accepted it and drove there to pick them up to reduce anymore hassle. Parts "MANAGER", Roger, greeted me with a seemingly annoyed face as he slowly dragged himself off his slumped over chair when I approached the desk. I politely informed him I was from Ace Motor Group and that I was there to pick up the parts. I waited for fifth teen minutes until he returned with just the Rear Main Seal and the same annoyed face. He said he believed that someone misplaced the studs because they were in the system. He left for another fifth teen minutes. He returned saying that the employee that stocked everything was out for the day so he would give us a ring the next day when they found it. Now a little disappointed but understanding, I agreed and bought the seal. I did not receive a call in the morning, so I called back with hope of the studs being found. My hope, however, was crushed when Roger told me that they did not find them and that he would have to order it for the delivery once again. My customer was under the impression that it would done today. To make it worst, Roger gave no regard, let alone an apology, to the drawback and disadvantage his mistake caused my shop and my customer. So when I informed him of his mistake over the phone, he being offended and augured that "things like this happen" Which is one hundred percent true, HOWEVER, you own up to your mistakes and apologize, not coward behind excuses like a ten year old boy. He then proceeded to tell me to "Go to Annapolis or Catonsville so they can deal with you". Is this how Subaru's managers treat every customer after their own mistake? Wilkins is officially off of my list for parts and my future purchase of a WRX. Annapolis kindly and happily got me the parts the same day and offered to deliver to us the same day. They saved the day with their customer service. Wilkins, however, is a sad excuse for a Dealership. More

Took a month and my car is still not right Wilkins Subaru has been one of the worst service experiences I have ever had with any car I have ever owned. On 6/2, while driving to work my Subaru d Wilkins Subaru has been one of the worst service experiences I have ever had with any car I have ever owned. On 6/2, while driving to work my Subaru developed a knock. I parked and then had the car towed to Wilkins Subaru on 6/3 where I was given a Jeep Compass loaner while they investigated if my car was covered under warranty (it was). My service advisor Miguel only contacted me once to inform me that I needed to fax him any receipts for maintenance on the car to help with the Subaru warranty process. Everything was going pretty normal until this point. After that a few days went by and I had to call to inquire about my car when Miguel informed me that my car wasn't even looked at yet. This was almost a week at this point where my car was just sitting at the service center. When a tech was finally free to diagnose the car, engine knock, they then ordered the appropriate replacement parts to replace the short block, turbo, and heads. I was never called once to be informed of any of this and never given any updates willingly, I always initiated the call and had to pry the information out of the service manager available. I contacted Subaru Of America to advise them of my situation and they then opened a case for me and contacted the dealership on my behalf. I then received one phone call update from Wilkins telling me the parts were ordered after SOA threatened them to do so. The parts arrived at Wilkins where my car was waiting for a tech to build the engine, but I wouldn't know as they never called me to inform me of any of this. Two and a half weeks later, after multiple delays, broken promised delivery dates, and multiple calls from myself and Subaru my car was finally rebuilt. I go to pick the car up (6/22) and Miguel is nowhere to be found and the person in charge just gave me a print out, keys, and tried to send me out the door. I was finally happy to have my car back and put the nightmare of Wilkins behind me or so I thought. On the drive home the car was extremely sluggish, almost no acceleration, and there was little wisps of smoke coming out of the hood. As far as the smoke, I think "New engine, oil on it, probably just burning off a random spill", I was wrong. I took the car to work that evening and on the drive home at around 8am the car had smoke coming out of the hood. I was able to make it home only to have oil spilling all over my driveway. I had to have the car towed in again (6/23) to be informed that they installed an oil seal without a spring so instead of sealing oil into the engine it just let it spray out all over my driveway (an issue that still has not been addressed). They gave me another loaner and that Monday I was able to pick up my "fixed" car (6/27). I have my car back and it is still not right after almost a solid month of it being at Wilkins. They refused to even acknowledge they did anything wrong until I had at least 1000 miles to break in my engine. I have opened a case up with SOA and they will be contacting Wilkins from now on. SOA is having me take my sti to another service center as they don't want to have to deal with Wilkins screwing up again. I would never take my car to Wilkins again as it was an absolute service nightmare and my car STILL ISN'T REPAIRED. Just to summarize: It took Wilkins almost a month to replace my engine, they never once called me to give me an update it was always myself calling or SOA calling them and telling them to call me, after the "repaired" engine dumped oil on my driveway my car had to be towed back to Wilkins to be repaired yet again, the "repaired" car is now a shadow of it's former self with lethargic engine and spongy clutch. Hopefully SOA will take care of this as they don't want Wilkins anywhere near this. Bottom line, don't ever go here for anything. **UPDATE** About a day after posting this review Robert Okopal, Wilkins Service Director, contacted me to get more info on my story. I gave him the run down and he offered to have me bring my sti back to Wilkins to have it looked at, but he made it very clear that they would only look at it with "real world machines" and if it tested factory they would give it right back to me as they wouldn't keep looking for problems based on me "having a feeling something isn't right". I told him I would consider it and left it at that. After that conversation I called and scheduled an appointment at Herb Gordon Subaru in Silver Spring as I did not feel confident in Wilkins being able to quality check their own work. There I dealt with Bob Thompson who listened to all my car concerns (rubber coupler damaged, engine was sluggish/underpowered, and the clutch was slipping) and told me that his techs would test to see if my car met factory specifications and then we would go from there. The next day, after checking my car, Bob called me to tell me they were going to replace the rubber coupler between the top mount intercooler and throttle body and that the car tested to factory specs. I was glad that they would replace the coupler, but was very disappointed that my car tested to factory specs (making me feel like I was crazy). I told him that was weird as the car still did not feel right, he told me that they were going to physically inspect the car as well to make sure everything was working as it should be. Bob called me the next day with a list of problems that the techs found with my car, which explained the problems I was having with the car. Those problems are as follows: boot between intercooler and throttle body splitting, boot from turbo to intercooler damaged and clamp faulty, clutch slave cylinder hose misrouted and kinked, one starter bolt falling out, and other assorted loose bolts that need to be re-tightened to spec. ALL OF THESE PROBLEMS WERE CAUSED BY WILKINS during the engine rebuild. The 2 air leaks made the car feel sluggish/under powered, the slave hose kink made the clutch feel like it was slipping, I didn't even know about the starter bolt pretty much falling out, and all the other random bolts that just weren't tightened and slowly working their way out to cause problems down the road. Herb Gordon techs were able to find all of these problems, get the ok from SOA to repair warranty work, and have my car back to me in a week (the majority of the time was spent getting the parts shipped). Now my car is back to, what I can feel as, normal!! FINALLY! Herb Gordon saved me a lot of headaches and Bob kept me updated almost daily on the status of my car. Hopefully my ordeal is finally over as the techs at Herb Gordon didn't have the time to disassemble the entire engine to make sure it was to spec. I can only hope that was all that was wrong with the car. In conclusion, Wilkins screwed up my engine rebuild and Herb Gordon Subaru corrected all the problems they could find without tearing the car apart. I would never want to deal with Wilkins nor recommend them to anyone, Herb Gordon Subaru all the way! More

Great shop; a little unorganized. Went for an oil change and other routine inspection. Made an appointment for a regular inspection earlier in the week and when I arrived it was as if Went for an oil change and other routine inspection. Made an appointment for a regular inspection earlier in the week and when I arrived it was as if no one knew that I made an appointment. Furthermore, one of the service men didn't appear to be in the best mode stating, "this one isn't my car!" to a fellow employee. Service overall was great. More