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Bill Kolb Jr. Subaru - Service Center

4.2

56 Lifetime Service Reviews

252 Route 303, Orangeburg, New York 10962

56 Reviews of Bill Kolb Jr. Subaru - Service Center

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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
November 21, 2018

"Great team & professional culture."

- 9Lakeview

By far the best service I’ve gotten in any dealership. Subaru and their team really care about each and every customer. They always take the extra step to make sure the customer is happy. Customer satisfaction and professionalism run deep in their culture. I want to thank Greg from the service team who went the extra mile to make sure I was satisfied. He’s a great person!

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Recommend Dealer
Yes
Employees Worked With
Nov 21, 2018 -

Bill Kolb Jr. Subaru responded

Thank you for taking the time to write such a wonderful review. Our service team is top notch and treats every customer like family. We want to make sure you happy with everything on the vehicle before it leaves. We hope you'll continue to choose us for all your future repairs.

October 23, 2018

"LEASANT EXPERIENCE"

- MAXIE2616

tHO Ii HAD A MINOR PROBLEM AND WAS THERE 21/2 HOURS, i FOUND THE WAITING AREA COMFORTABLE WITH SNACKS TO HELP, AND YOUR COUNTER EMPLOYEES ARE SO COURTEOUS AND POLITE.tHAT HELPS A LOT !!!

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Yes
Employees Worked With
DON'T KNOW ANY OF THE NAMES
Oct 24, 2018 -

Bill Kolb Jr. Subaru responded

Thank you for the valuable feedback, Maxie. I am sorry to hear that you had to wait so long but happy to hear that the wait was at least bearable. In our continuing efforts to provide the best experience for our customers, our new Service and Parts facility is currently under construction and due to open in the near future. Increased capacity, additional amenities and the same great staff will combine to provide a truly first class experience. I hope to see you in the future and trust that we will be better able to take care of your needs. Chris Flood, GM.

November 27, 2017

"Annual service 2014 Legacy"

- Stephen A Jung

I purchased my vehicle from Kolb and travel 45 minutes each year for service. I had tried a local Subaru dealer for a minor problem and must say there's no comparison in service provided. Anyone can sell a car but it's the service that keeps you coming back! A special thanks to Nikson, my service advisor.

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Recommend Dealer
Yes
Employees Worked With
Nikson Simoni
November 06, 2017

"Long wait"

- pointtraveler

My 2014 Forester- 30k maintenance. made my appointment online, easy. told wait was 1-1.5hrs. but actual 2.5 hrs. with no progress info.

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Yes
Employees Worked With
September 02, 2017

"Helpful and Educated Employees"

- ennio48

Went to the dealer to fix a major repair to my car . They understood and worked with me all the way to guarantee customer satisfaction . Even though there were a few miscommunications about when my car was supposed to be ready but they fix the problem perfectly i am very satisfied .

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Yes
Employees Worked With
Other Employees : Nickson
Sep 06, 2017 -

Bill Kolb Jr. Subaru responded

I am grateful for your review on Dealerrater. I am thankful to earn your business. In the future, should you have an issues regarding miscommunication please ask for Joe Minns, my service manager. I want you to know we truly respect your time. Sincerely, Maryann Kolb President

August 28, 2017

"excellent"

- logan1

I had very good experience on my visit to their service department. from the minute I walked into the service area, the consultant, nikson greeted me with respect and attention.

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Recommend Dealer
Yes
Employees Worked With
Other Employees : nikson
August 24, 2017

"Always done right."

- VA Security & Electronics

I bring my 2 Subarus in for service and routine maintenance. I'm always satisfied the work is done right and promptly. Service Advisor Greg Anniccharico is very knowledgeable and gets the job done. If there are any issues that need to be addressed, Greg takes a personal interest in getting the issue resolved.

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Recommend Dealer
Yes
Employees Worked With
July 17, 2017

"Totally Up Front Straight To The Point "

- John MP

Repair what was needed and no extra work added on to pump up the bill like some other places I have been before great job.

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Yes
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1
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