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Bill Kolb Jr. Subaru - Service Center

Orangeburg, NY

3.3
64 Lifetime Reviews Review Dealership

64 Reviews of Bill Kolb Jr. Subaru - Service Center

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April 15, 2021

"Service Advisor Al Cisneros is extremely helpful and..."

- Amy L

Service Advisor Al Cisneros is extremely helpful and accommodating. He is knowledgeable and customer centric. One of the reasons I choose to leverage this service center is the outstanding service and friendly atmosphere I receive from Al Cisneros & Margaret McAllister.

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Overall Experience
Recommend Dealer
Yes
Employees Worked With
Service Advisor Al Cisneros
Apr 15, 2021 -

Bill Kolb Jr. Subaru responded

Thank you, Amy, for leaving Bill Kolb Jr. Subaru a review! We're grateful for your confidence in us and we look forward to working with you next time!

February 11, 2021

"Great Team @Bill Kolb Jr. Subaru. Frank Piscani was..."

- rpetiton

Great Team @Bill Kolb Jr. Subaru. Frank Piscani was really excellent explaining the whole process and getting the best deal for us. Great service overall

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Yes
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Feb 12, 2021 -

Bill Kolb Jr. Subaru responded

Thank you for the great review about Frank and our team! We love to hear that you were able to get into the right deal for you. Congratulations and safe driving from everyone at Bill Kolb Jr. Subaru!

January 19, 2021

"First time purchasing from Bill Kolb Jr Subaru in..."

- eamus2004

First time purchasing from Bill Kolb Jr Subaru in November 2020 - preowned Legacy. Second time visiting their service department. Both times I've left as a satisfied customer. The first visit was simply to have mudshields installed. Since I travel two hours from Albany, I called ahead to make sure they had them in stock. I made an appointment and notified the parts department of my appointment date and time, so they noted this and set them aside for me. On the day of my appointment, I drove in, was greeted immediately, information taken and went to the very comfortable waiting area. It was only 35 minutes from the time I walked away from my car to the time it was completed. My second visit, yesterday, was for actual issues with the vehicle - nothing major - gas cap door was not opening and braking issue. Again, I made an appointment, pulled in, was greeted immediately and directed to my service advisor, Mitch, who took very good care of me as a customer for the entire time I was there. He provided complete details about what the issues were with my vehicle, how they were going to be repaired and associated costs. He also provided updates at regular intervals, so I never felt like I had been forgotten. As mentioned, I had only purchased the vehicle eight weeks prior, and although I did purchase the extended warranty for the vehicle, I was not asked to pay the deductible for the gas cap door issue which required the complete mechanism to be replaced, and unbeknownst to me, the service manager had contacted the sales department to assist in the cost of the brake repair which needed new front brake pads and rotors. The sales department paid 50% of the cost. Never was I put in the position to feel like I had to "fight" for what was fair based on the vehicle being purchased only recently. This is true customer service and the reason I travel out of my way to do business with Bill Kolb Jr. My total time at the service center from walking away from the vehicle, including diagnosing and repair, to completion was a little over 2.5 hours. Also, if you're concerned with COVID, the service department is immaculate and is regularly cleaned and sanitized in your presence by a very friendly young lady. I apologize for not knowing her name, but I enjoy saying hello when I see her. Thanks very much, again, to Mitch. He is a pleasure to work with and exudes customer service. I will certainly return to Bill Kolb Jr for my service needs and look forward to Mitch being my service advisor again. Thanks so much, Mitch, Wendy D.

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Recommend Dealer
Yes
Employees Worked With
Mitch Philisti
Jan 20, 2021 -

Bill Kolb Jr. Subaru responded

Thank you so much for taking the time to leave us this fantastic review! We are grateful for your returning business here at Bill Kolb Jr. Subaru, and we will be sure to let Mitch know that you appreciate his help. It is always a pleasure to assist you here, and we are so glad we were able to resolve your concerns. We are also glad that we were able to make your experience safe and comfortable for you during this difficult time, and if you ever need anything else, don't hesitate to come back and see us again!

November 15, 2020

"One star is one star too many. I brought my car in..."

- 2014Legacy

One star is one star too many. I brought my car in because it's burning two quarts of oil every 5300 miles. They checked the dipstick and recommended that I get an oil change and monitor it. If you have a problem that requires thought you may want to bring it elsewhere.

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Recommend Dealer
No
Employees Worked With
No clue
Nov 30, 2020 -

Bill Kolb Jr. Subaru responded

This doesn't sound like the knowledgeable service and thorough service I expect from my team, and I would certainly be willing to speak with you directly about the issue you are experiencing with your vehicle. Unfortunately, I am unable to find your contact information based on this review - would you consider giving me a call? Thank you, Joseph Minns - Service Manager - 845-359-7777

September 22, 2020

"Don't get foolish. beautiful building - Horrible Mechanic..."

- mayz5

Don't get foolish. beautiful building - Horrible Mechanic Services I took my car for an airbag recall. I asked the advisor to perform a complete multipoint service. I did (3) services. One of them was changing the serpentine drive belt. When I went to pick up my car, I opened the hood of the car to see if everything was in order. To my impression, I see that the cap that covers the strap that was put on is completely loose, I can't believe it. The mechanic who made the repair could not see an error that is in front of the vehicle. I immediately went and spoke to Alvaro Cisneros and showed him the problem. He immediately took the car to the repair garage and they fixed it. What I can't believe is that someone doesn't double-check someone's work. If I had driven the car in this condition, 100% I would have had an accident on the road. What I can say is that your service is terrible and irresponsible. I never had problems in another location where I had the opportunity to meet Bill Kolb Senior. A person of great integrity who gained the trust of his clients and that is how he grew his business in Rockland county and its surroundings. Also, another important point, there was never a call or a contact that is usually made after a service. I was expecting the dealership to call within a week or two asking me if I liked my car or not and how my experience was. This is called customer service ?. I leave you with this message. Make sure the advisor stands up from his comfortable chair (w) the mask in place! and shows you what was done to the car. Open the hood and at least go inside before exiting the facility & asked question of the repair done.

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Recommend Dealer
No
Employees Worked With
Alvaro
Oct 06, 2020 -

Bill Kolb Jr. Subaru responded

This is a concerning review to read, and I assure you that it is never our intention to leave our customers feeling unsafe. It sounds like there was a mistake made here, and I will be sure to share this with my team and ensure that we check our work more carefully and improve our thoroughness and efficiency moving forward. We are grateful for your longtime business here, and I would be more than willing to speak with you directly about your visit to see if we can earn back your trust. Please don't hesitate to give me a call. Thank you, Joseph Minns - Service Manager - 845-359-7777

February 11, 2020

"Only one word needed - AMAZING"

- donghoonkim1226

Robert Berke, one of the service advisors at Bill Kolb Jr. Subaru has always gone above and beyond to ensure that everything went smoothly. He is very professional and always demonstrates top notch customer service. He is highly knowledgeable with Subaru cars and always answers any concerns or questions that I may have. There are hundreds of places I could get my car serviced, but the top level customer service that is always shown is the reason why I come here and come back. Thank you Rob!!

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Recommend Dealer
Yes
Employees Worked With
Robert Berke
Feb 12, 2020 -

Bill Kolb Jr. Subaru responded

Thank you for sharing your experience at Bill Kolb Jr. Subaru! It's great to know that Robert consistently takes care of you. We are so grateful that we earned your business. Our team looks forward to working with you at your next visit!

January 24, 2020

"I wouldn't trust them to de-crumb my toaster"

- zmartene

When I purchased my 2016 Impreza in July 2019, the salesperson Frank Tinelli informed me of a recall on the brake switch but gave me the impression it had been taken care of. There was also a cracked windshield but the replacement was on backorder. Six weeks later when I called about the windshield I was informed that it had been in stock for some time, but Frank hadn’t followed up, and no one in the service department knew about the We-Owe slip. When the brake switch became a problem about 4 months after purchase, I was informed it had not been taken care of and no one had thought to look into it during the windshield repair. When I dropped it off I told Dylan of my consistent disappointment in their service department and was told that Robert was the best, and he would make sure everything went smoothly for this visit. The repair was made in a timely fashion and a multi-point inspection didn’t find any other problems, but when I went to pick it up my battery was dead. After several rounds of “that’s not my department, you’ll have to talk to someone else” from the receptionist and two different service advisers, I finally got a technician, Andy, to help jump-start my car and found that my hood hadn’t been latched closed. Let me say that again – the hood wasn’t latched closed. Andy also informed me that a weak battery should have been identified on a multi-point inspection. So either the inspection was not performed at all, or the battery was ignored. After a lackluster interaction with the service adviser, I was told that Robert would be calling me the following day after he looked into what had happened with my car. It has been three weeks - during which time an automated call and an email survey informed them of my dissatisfaction - and still no one has reached out to take responsibility or even apologize. Not one single person at Bill Kolb Jr Subaru gave me the impression they were concerned about a car going out the door with a dead battery, much less an open hood. And not one single person offered to try to get me a new battery. I would have paid for it and waited for the installation. Somehow I got better customer service at AutoZone when I purchased and installed the battery myself in their parking lot later that evening. I wouldn’t trust this service department to de-crumb my toaster.

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Recommend Dealer
No
Employees Worked With
Other Employees : Did not get to interact with Greg, only Dylan and Robert from Service, as well as a receptionist and two service advisers whose names I did not catch. Andy from service was wonderful, Frank Tinelli, Greg Annicchiarico
August 01, 2019

"Poor quality servie with a smile"

- AlexA

Friendly attitude. However, the emphasis is definitely on quick service, as opposed to good service. Since buying my 2015 Outback new 4 years ago, I have been back with a sun roof problem at least five times. Always the same issue, the clamp from the accordion cushion comes off after about 4-5 sun-roof openings. Always the same side; the other accordion cushion never had any problems. Always the same story, it takes them about 5 minutes to put a new clamp on and they tell me that the problem is fixed for good. Always the same result though.

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Recommend Dealer
No
Employees Worked With
Makes no difference who you deal with among service advisers
June 13, 2019

"Turn of the century service dept just doesn't cut it today"

- ljmiii

It pains me to have to give a two star review to a business where most of the people I dealt with were pleasant and nothing terribly wrong occurred. But I haven't had a service experience this poor for at least 15 years. It started with pulling onto the lot and seeing no signs or people to direct me to the service area. After a bit I *did* see what might be a small service tent but there was no one to be found and the tent was blocked by a line of cars. Thinking that maybe the system here is to park in line and then find the service area I did so. It was only after I got out and started to head into the dealership that someone approached and told me I had to move my car - it was in the line of cars that had been serviced and were waiting for their drivers (?!?!?). He didn't care where I parked my car it just couldn't be there. So I drove around and found a space on the sales side. Then I went in, waited, and stood in front of a service rep. Who apparently had no access to the information I had entered on the website when I made the appointment - such as why I was there or what the car's mileage might be. To add insult to injury I was told that I had to go back out into the driving rain and get the VIN off my car before they could proceed. Which I did. Afterward I headed off to the customer 'lounge'. A small, depressing room which at various points during my wait had more customers than seats. Which had no exterior windows nor opening to a larger area. With a weird coffee maker and (when I entered) no coffee cups and a solitary Nutri-Grain breakfast bar, its main 'amenity' was a loud TV most of the occupants did their best to ignore. A little under 2 hours later they had finished my car's oil change and I was on my way. Very happy to have left turn of the century service behind. I can only compare this to the dealerships where I get our two other cars serviced (neither of which is a 'luxury' nor 'premium' brand). At both locations I follow the 'service' signs into a weather proofed garage where I am greeted by a service rep, handed a tag, and asked to sit in front of another rep. Who accesses my appointment info, makes sure it is all correct, and has me sign paperwork. I then head off to the customer lounge where there are normal coffee makers, bagels and other refreshments, and a large area with plenty of comfortable seats both close to and far away from the TV. Would I go here again for service? Maybe...but only if I got a loaner car.

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Recommend Dealer
No
Employees Worked With
Robert Burke
Jun 14, 2019 -

Bill Kolb Jr. Subaru responded

We couldn't agree with you more! I apologize for everything you mentioned in your review. Our customers' experiences are vital to our continued success and we have been listening. We are weeks away from opening our new Service and Parts facility. All of the drawbacks you mentioned about our current facility have been addressed at our new location. Drive-In service lanes, Express Service, comfortable lounges (including a separate, quiet lounge) are just some of the many improvements we have made. We would have loved to address these areas much earlier but the simple truth is that our current location is just too small to do so. I would humbly ask that you give our new facility a chance. I know it will impress. Please do not hesitate to contact me if you have any questions. Chris Flood, GM.

December 06, 2018

"After dealing with a srtellar sales staff the service Dept w"

- RJF211

Arrived on time for my appointment for a 12000 mile service which is pretty much an oil change and tire rotation. I asked for a wheel alignment. FOUR hours later I left without an alignment and a diagnosis that there was a bad tire causing the misalignment. After convincing them that I had coverage for the tire, (my third Subaru purchased there in recent years), I was told the insurance would cover the tire and the alignment which made sense given that the tire caused the misalignment. They were to call the next day when the tire arrived. No call. Then I got a call that the tire was in and I could come down and they would take care of it. I arrived to learn they were very busy and didn’t know why someone would tell me to come in. Then I was assured they’d get right to it. Another hour and a half later ,(to change a tire) , I left and driving home realizing the alignment wasn’t done. I called back and explained and they said bring it back and that I would have to pay for the alignment. That’s not what I was told Tuesday. Not wanting to spend another eternity in their waiting room I am at the Englewood dealship getting an alignment 10% less expensive than BK and my car is being washed! All in just more than 1/2 hour. BK won’t be servicing my car ever again.

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Recommend Dealer
No
Employees Worked With
1
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