Autonation Subaru - Service Center

One of the WORST customer service experiences I've ever had on the phone, followed by a great initial recovery by Julian Perez & crew. I bought a brand new 2020 ONYX XT in February of 2020 from Bob Bake had on the phone, followed by a great initial recovery by Julian Perez & crew. I bought a brand new 2020 ONYX XT in February of 2020 from Bob Baker Subaru. On December 26th of this already tumultuous year I went to start my less than year old Subaru with 7500 miles on it and it would not start. For obvious reasons it was quite an annoyance during the Holiday weekend and frankly anytime; considering owning a new car typically should not bring reliability questions into play. The next step was obviously to contact the dealership for advice and this is when a car issue became a customer issue. I call Bob Baker and the initial representative is fine enough, but I end up being transferred to whom I'm told is the Service Director. I explain that my car will not start and that I need to bring it in. This is where I was absolutely blind sided by some of the most blunt and inconsiderate interactions I've ever experienced in 43 years of my life. The conversation which by the way is about 45 seconds in length at this point (not long) goes like this: Customer- I need to bring my car in as it won't start and would like a complimentary loaner vehicle as you fix/xxxxx the issue Bob Baker- We don't offer complimentary loaner vehicles and we close in less than an hour. (And this is where it happened) Bob Baker- If you can make it here by closing we can try and find you a loaner (I briefly feel a bit relieved as my new car won't start but at least I can still have transportation...but then they keep talking) Bob Baker- "It's a Saturday and nobody wants to work on a Saturday. My guys have been here since 7AM and Subaru won't pay them overtime to stay" (Meanwhile I told him I could definitely be there within 10 minutes after closing, but I would try to be there beforehand) The fact of the matter is this, it's not like I was trying to squeeze in a last minute oil change or some basic preventative maintenance that could wait. I had a brand new Outback that wouldn't start and wasn't even given the slightest reassurance that it mattered to them! Maybe that's not a reflection on Subaru as a whole, but it definitely is of Bob Baker and specifically your Service Director. The worst part of this, besides the obvious (new car with issues) is the fact that he said "nobody wants to work on a Saturday". Odd thing is I work in Customer Relations and that was something you may think (I guess), but the lack of awareness to actually say it is incomprehensible. Oh and by the way, I DO work on Saturdays ... when I have a job that is allowed to be open (on furlough for 2nd time this year) The fact that I was made to feel my situation didn't matter as a first time new customer is forever etched in my overall impression of Bob Baker Subaru. Maybe it was a bad day and poor wording, but in 2020 you should NEVER assume other people don't work on Saturdays or wouldn't if they had the chance. On the other hand Julian Perez handled everthing in a way that I'd hoped to be treated as a customer. You can apply the same amount of emphasis written above in frustration/disappointment and flip it to appreciation and reassurance regarding my interactions with Julian!! More

Great service. Was out during estimated wait time. They attended to me right away and the check in process was fast and simple. Thanks for the service. attended to me right away and the check in process was fast and simple. Thanks for the service. More

Making me an appointment was seamless online. Just two days later I was in the dealership. They took the car and it was ready a half hour earlier than the estimate while I waited...washed and ready to go days later I was in the dealership. They took the car and it was ready a half hour earlier than the estimate while I waited...washed and ready to go! More

Always takes the time to go over everything they’re going to do. If it’s an hour and a half it that long not two hours to do. If it’s an hour and a half it that long not two hours More

Norm and Brendon were very helpful with replacing wiper blades quickly, they also took care of me with a trim piece that was falling off and adjusting bumper while I waited. Thanks blades quickly, they also took care of me with a trim piece that was falling off and adjusting bumper while I waited. Thanks More

Said it would take two hours and took over 5 hours. Waited around all day while they kept increasing timeframe by 1 hour increments. BS... Waited around all day while they kept increasing timeframe by 1 hour increments. BS... More

Tanner was the best! Very helpful and answered all of our questions regarding the installation of our new tow hitch. Great service :) Now we can go biking!! questions regarding the installation of our new tow hitch. Great service :) Now we can go biking!! More

Zach is terrific with what he does. He’s friendly, prompt and timely. I appreciated (again) how he managed a tricky situation. Unfortunately this is third major repair to my 4 year old car even though we put and timely. I appreciated (again) how he managed a tricky situation. Unfortunately this is third major repair to my 4 year old car even though we put limited miles on it. Zach is always nice to deal with though. More

Well run / everyone seems to communicate well with each other/ clean shop area / just routine maintenance for me but they take care of it and it is appreciated other/ clean shop area / just routine maintenance for me but they take care of it and it is appreciated More

Excellent response initially and as follow up with explanations of what was necessary and what was recommended within less than 24 hrs of my initial contact explanations of what was necessary and what was recommended within less than 24 hrs of my initial contact More