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Bill Kolb Jr. Subaru - Service Center

Orangeburg, NY

2.5
60 Lifetime Reviews Review Dealership

60 Reviews of Bill Kolb Jr. Subaru - Service Center

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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
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
Greg Annicchiarico
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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Recommend Dealer
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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Recommend Dealer
Yes
Employees Worked With
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