We bought our 2016 Outback at Jones after test driving elsewhere because Jones could get the model we wanted with the options we wanted. We go back to Jones in Belair from our home in Baltimore City for oil changes partly because they're free, but mostly because the service department is always super professional.
This past week we had 36K service done and asked them to address a slow-cranking issue. When my wife dropped the car off she got a loaner from the rental department, but when it was time to pick up she was jammed at work. One call to the rental folks and we had a new contract with my name on it in no time. It was more work for them, but it made things so much easier for us.
When I arrived to pick up the Outback I saw our service rep was busy but without me asking, another rep jumped up and and asked if she could help me instead. I told her I needed to return the loaner and pick up my car. Turns out the rental office was on the other end of the campus and she offered to drive me over there. I’m sure she had plenty of other work to do but by making that offer she showed that her priority was “the customer."
Back to picking up our Outback, the service rep recommended two new tires, but I told him I preferred to use another source for them. Instead of grumbling or pressuring me, he actually used a highlighter on the invoice to call out the tire size and the brand he recommended, to make it easier for me to shop around. Again, that's not the kind of service I’d expect. Then I learned they price-match on tires as long as they can get the kind I want.
Finally, yet another service rep offered me a bottle of water and walked me out to the car. He checked the oil with me and recapped the service one more time.
So many companies these days have an instant reaction of “no” and then look for excuses to back that up, but at Jones it seems everybody’s first reaction is to say “yes” and then make it happen. I really appreciate that. I don't know for sure that we got the absolute cheapest price when we bought the Outback, but I do know we paid a fair price that we were comfortable with. And I know dealership service departments have a reputation for being overpriced, but again, I think the price is fair for the services we've received. Add to that the level of courtesy and professionalism Jones offers and I can't think of a reason to go anyplace else.