Subaru of Clear Lake

Communication is key and while our experience started positive, it quickly went downhill in experience. When I called to for a manager, the internet sales associate I was working with heard I was calling positive, it quickly went downhill in experience. When I called to for a manager, the internet sales associate I was working with heard I was calling to complain and took the call himself, refusing to allow me to talk to a manager and then saying, we can agree to disagree then hung up on me. I am not a review writer ever, but this experience and my inability to speak to management leaves me no choice. I want to ensure others aren’t mislead like I was. The internet sales rep was not interested in hearing feedback, instead talked over me with excuses, and treated me like I was an idiot. I am a Global VP, I understand contracts, I understand process, deal with them on the daily, what wasn’t clear was their process and what was told to me was if I moved towards sales we would be prioritized, sent a DocuSign contract to purchase the car remotely, for pick up this evening. He said—if you do these things, we can sell you the car before anyone else shows up in the morning, eliminating other buyers. The car was sold at 10, one hour after opening to another in buyer. When I shared my disappointment, he said, what were we to do, tell the in-person buyer no? Yep, that is exactly what you should do and prioritize who started the process first. It would be the same if I showed up slightly before another buyer on the lot, I should get priority in purchase because I am ahead in the contracts process. Why?It is the right thing to do. When I shared what I heard him say about us having priority, he said but you don’t have a contract, to which I said, yes, because you failed to send it first thing to finalize by 9 AM and allowed the car to be sold. I couldn’t even finish before he cut me off, talked over me and wasn’t interested in improving his customer communication and experience in the future better. He was worried about saving his reputation and not allowing any customer feedback/complaint to go to management. He said “I responded to you on my day off…” which was great, but ultimately not helpful because he couldn’t deliver on his end to contract before others have an opportunity. If truly no work can be done on Sundays, they shouldn’t even communicate on Sundays anything past availability or at all, it leads to a poor customer experience like we had. The most off putting component was the sales team’s behavior and professionalism; immature and very unprofessional (acknowledging I was not in a stellar mood after losing the car to someone, we didn’t believe would be in the sales picture due to our communications). My mood obviously downshifted further when he was talking down to me like I was an incompetent female idiot. Moral of the story—don’t trust this team, their policies and customer service aren’t aligned and could end with you not getting the car if you do business remotely. If the dealership opens at 9 AM, the sale goes to the first person in line to purchase, which was us. Obviously this car wasn’t meant to be ours, I get that, but the service experience was sub par to the longstanding reputation/brand of this dealership. If I was the owner I would want to been aware of how my staff are representing my business More

My service advisor, Michele, is fantastic. She and her manager Alex are professional and exemplify what customer service should be. manager Alex are professional and exemplify what customer service should be. More

My vehicle is always well taken care of here, and the staff is courteous and professional. staff is courteous and professional. More

Great experience, good service advisors, great loaner and quick service turn around. The waiting area is clean and beverages available, chairs comfy and TV and wi fi available. and quick service turn around. The waiting area is clean and beverages available, chairs comfy and TV and wi fi available. More

Great service and I like the Uber service as well. They go the extra mile. They fixed the vehicle by rebooting the computer and then ordered the part and installed it free under warranty the following week go the extra mile. They fixed the vehicle by rebooting the computer and then ordered the part and installed it free under warranty the following week. More

Always prompt courteous service. Always kept updated on service progress. Friendly staff. Dealership is clean customer friendly atmosphere. My car always receives a courtesy wash once service is completed. service progress. Friendly staff. Dealership is clean customer friendly atmosphere. My car always receives a courtesy wash once service is completed. More

Bought a 2020 "CERTIFIED PRE-OWNED" Subaru Ascent from them on 3/31, gave me a great rate. Go home, wake up and see a big crack in the moonroof. Take the car back, and I decide I don't want a moonroof. Tr them on 3/31, gave me a great rate. Go home, wake up and see a big crack in the moonroof. Take the car back, and I decide I don't want a moonroof. Traded for a 2021 Ascent instead. It's been a nightmare for them to get the paperwork right. Thomas Brink has been "helping' us. Which he really hasn't. Chase is saying they barely received the paperwork to switch the cars. My payment is due THIS MONTH on the 15th and the paperwork is still not completed. I am also waiting for my plates, and asked Thomas last week are they in yet, he informed me that they haven't sent anything to get my plates yet, that they will expedite. What?! They are only there to make the sale, not to follow through. HORRIBLE experience. Please make sure to triple check your "Certified Pre-Owned". Not really Certified, oh and the new 2021 I got, the child lock was jammed and I had to go back and get that fixed. More

Service provided is always great! They get you in and out as quickly and efficiently as possible. They kept me up to date and even completed a recall without me making a separate appointment. as quickly and efficiently as possible. They kept me up to date and even completed a recall without me making a separate appointment. More

They’re so friendly and helpful. The service always exceeds my expectations. Additionally, I live 40 miles away and it’s hard to get a ride, so I really appreciate that they always provide me with a l exceeds my expectations. Additionally, I live 40 miles away and it’s hard to get a ride, so I really appreciate that they always provide me with a loaner. More

Car always taken care of and I am escorted around like a guest at a hotel. And additional words added blah blah blah blah blah to come up to the 25 word minimum. guest at a hotel. And additional words added blah blah blah blah blah to come up to the 25 word minimum. More