Capital Subaru of Greensboro

I bought a new 2019 Outback last year. At the end of August the radio messed up (extremely loud static and wouldn’t come on sometimes). They said they had to replace the amp and it should be there the August the radio messed up (extremely loud static and wouldn’t come on sometimes). They said they had to replace the amp and it should be there the following Tuesday since Monday was a holiday. Never heard anything from them. I finally called on Thursday and was told my amp had not come in and he was trying to track it down. Finally after 2 weeks, I got my car back. I had to fight with them to get a loaner but was finally given one. The tires on my car will not stay inflated. I have had them checked out there are no nails, screws, etc. in my tires. I mentioned this when I dropped my car off for the radio but I guess they didn't check it and I didn't think to ask. I have to put air in my tires about every other week. Now my radio has messed up again. This time you can't use the preprogrammed buttons or the control on the steering wheel. I called them and was told that the earliest appt that I could get was at 8:30. I tried to explain to the lady that I lived 30 minutes away and worked about 50 minutes from there. I was told that their shuttle service could not take me that far and that they wouldn't give me loaner. The girl was rude and not didn't seem to care that I was in a jam. So I asked her if I could take to a different dealership and she told me that she guessed I could but they operate under the rules. I understand that loaners can't be given out every time a person drops a car off for service. But my car is under warranty, was not even a year old when this started. It is the only car I have and I need to work in order to make the payments. If I had access to other transportation, I would use it. Buying a Subaru has been the biggest mistake I have ever made. The car drives well, gets good gas mileage but the customer service is horrible. More

A very bad auto service experience with Greensboro's Capital If Capital Subaru doubled their labor costs on our vehicle, how many others have they ripped off over the last few years? We had our 2013 Subaru If Capital Subaru doubled their labor costs on our vehicle, how many others have they ripped off over the last few years? We had our 2013 Subaru Legacy towed to Capital Subaru of Greensboro with a transmission related code. The Service Advisor told me the diagnosis would not be charged if we did the work, which ended up not being true. A common practice at auto service establishments is to mislead customers as to whether or not a diagnosis is charged for. What happened here is the diagnosis charge was bundled into the total cost instead of being itemized separately, thus 'not charged'. I replied in writing "You told me if I did the job diagnosis would be covered." The reply from Capital Subaru was "we will just charge you 4 hours." Alldata, a labor quote guide, says the job takes 1.7 hours. After escalation, the Service Manager sent a picture and told me the job took 4 hours. The computer program he used to generate the quote can be manipulated to show anything he wanted it to, so he did, deceiving us. By changing the numbers around, he didn't provide what the labor guide cites, but what the Service Advisor quoted, which was about or more than doubled. I confirmed a similar labor quote elsewhere. I recorded the call. Capital Subaru lied. Then I was quoted a higher price than the original by the Service Manager. Then the Service Manager told me he was using "Grid Pricing", in writing and on a recorded call. This is what I found on Grid Pricing; "4. Flat Rate Grid Pricing Matrix; This slimy tactic is totally underground, one that goes completely unnoticed because of how well it's hidden. The flat rate pricing matrix system is used by many of the big dealerships to increase labor cost for larger automotive repair jobs. The dealership will claim that they use the system because the repairs that take longer to do will be at a more difficult level, which is total BS! ...The [extra money charged] is mostly all profit, the mechanic doesn't get a piece of the pie, the mechanic still gets paid the hours the job worth. My point is, if the garage you're bringing your car to for repairs is using this grid pricing matrix, you're getting ripped off, there is no justifying this increase in labor cost, unless you're the one charging for it." Eddie Carrara Founder of Simple-Car-Answers . . The Service Manager removed the Grid Pricing, which they appear not to disclose to customers whatsoever. It ends up the quote was about $300 more than it should have been, as the Service Manager willingly misled a Subaru customer for profit. I called Subaru customer service line to no effect. Since we needed the vehicle, and didn't have time etc... to have it re-towed somewhere else at cost, I told Capital Subaru to do the work. The first Valve Body installed didn't work. The job took another few days. Then I was told the vehicle was ready for pick up. I asked for a copy of the bill to review. I was sent a bill that didn't spell out how many hours were charged for what. After asking for the bill to be itemized, the Service Advisor wrote "That's the final bill". Capital Subaru's Service Department refused to itemize the 4 hours. The Service Manager seemed to have suddenly disappeared when we picked up the car. Instead of quality customer service, we received the opposite. Instead of honesty and integrity, we reaped deception and greed Instead of a win win, we got a win lose. Instead of truth, lies. I forwarded this information to the Better Business Bureau (BBB) and was contacted by the General Manager who reimbursed us for the two extra charged hours for overcharging the work by at least double. The General Manager didn't acknowledge the issue. If Capital Subaru doubled their labor costs on our vehicle there is no indication the overcharging will be looked into, there is no resolution for the multitudes of others have they most likely ripped off over the years. The manager was dismissive and rude. He only made the monetary concession to end the phone call. Subaru National did nothing about an issue representative of their brand. They are most likely going to keep stealing from unknowing consumers. More

Check up for outback Overall fantastic service experience. The service was done in a timely manner. I look forward to bringing my car in. Thank you for helping me. Overall fantastic service experience. The service was done in a timely manner. I look forward to bringing my car in. Thank you for helping me. More

Multiple warning lights Had warning lights showing, was minor problem, but amanda was excellent. Question for used car manager on used car we bought in january on lack of ca Had warning lights showing, was minor problem, but amanda was excellent. Question for used car manager on used car we bought in january on lack of car jack and spare tire, he resolved issue completely More

Safety Recall and 36K service. Prompt and courteous. No problems. Coffee was good. Met all expectations. Our service experience in Wilmington was that they also washed the car w Prompt and courteous. No problems. Coffee was good. Met all expectations. Our service experience in Wilmington was that they also washed the car which was a nice touch. More

Satisfactory I asked for an overall check, the 100 point inspection, 3 times and it never happened. I didnt want trouble so I did not push it and left without it b I asked for an overall check, the 100 point inspection, 3 times and it never happened. I didnt want trouble so I did not push it and left without it being done. I dont live in Greensboro so to push the matter would have been very inconvenient to me. I'm satisfied with how fast the other work on my car got done. When I pulled in a felt the girls who checked me in and out were not in good mood and it made me even more hesitant to speak up. More

Frustrating. Before the appointment even happened, we got a text message trying to sell us a new car. "The dealer is very interested in your trade-in!" No thank y Before the appointment even happened, we got a text message trying to sell us a new car. "The dealer is very interested in your trade-in!" No thank you - I just want an oil change, not a sales pitch. So I took the car in, and was informed it would be close to 2 hours and there is no shuttle service. So as I walk past 15 other employees (and no customers), I order an Uber to take me home. They finished much quicker than anticipated, so I had to turn around and Uber right back over. The price was expensive, they did my state inspection which was nice. They did promise my car would be "brought around", but when I went out to it, I was almost boxed in, making getting out very difficult. All in all, not a great experience. We will be using a non-dealer service from now on. Oh! And one more thing - I was trying to buy a car from this dealer for a while, but they never got one in like I wanted (even though I was pretty clear I would buy it if they did and called and emailed multiple times). I ended up buying my other Subaru in Cary, and had a fantastic experience there. Its too bad they're an hour away, or I'd be getting my service done there. More

Great customer service (By Amanda) From start to finish I was attended with great service. The service was also completed in a timely manner. I highly recommend Subaru for your cars mai From start to finish I was attended with great service. The service was also completed in a timely manner. I highly recommend Subaru for your cars maintenance needs. More

Battery and Key Problems Ty helped me. He was exceptional. He told me my options about service from AAA or the dealership. He checked the problem with the fob’s key not ope Ty helped me. He was exceptional. He told me my options about service from AAA or the dealership. He checked the problem with the fob’s key not opening the car door (it’s the lock). He took the extra step to check a potential battery warranty with my dealership back in the DC area. Again, Ty was exceptional. He’s the best service dept person I’ve ever dealt with. More

Great service First scheduled service for new Outback and my first experience with Capital service department. I arrived early and they got my car back quickly. The First scheduled service for new Outback and my first experience with Capital service department. I arrived early and they got my car back quickly. They also reprogrammed a recalled item. I was pleasantly surprised at the quick turnaround. Everyone I dealt with was professional and friendly. It’s quite a bit further than my previous Subaru dealership but worth the drive. More