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Dunning Subaru - Service Center

Ann Arbor, MI

2.3
24 Lifetime Reviews Review Dealership

24 Reviews of Dunning Subaru - Service Center

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April 17, 2020

"We had issues communicating initially, but they really..."

- vaalessi

We had issues communicating initially, but they really should exceptional customer service hopping to it in resolving my concerns promptly. They went above and beyond the call of duty.

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Recommend Dealer
Yes
Employees Worked With
March 09, 2020

"Lying about the maintenance plan!"

- sun harry

I bought the Subaru Anytime maintenance plan from them and renewed it every 2 years, but 1.) they did not do the major maintenance Subaru recommended/required at the 30-month and 2.) they lied about the coverage of the maintenance plan and tried to "make" money from me!

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No
Employees Worked With
Mar 09, 2020 -

Dunning Subaru responded

Sun, please give me a call in regard to this issue. Our customer's complete satisfaction is our goal. Thank you! Lowell Dunning 734-622-9103

November 14, 2019

"Dunning always does a great job maintaining my 12 year..."

- pshalis

Dunning always does a great job maintaining my 12 year old Camry. They check it over thoroughly and give a detailed summary. I’d like to keep my car another 12 years and that may happen with their excellent service.

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Yes
Employees Worked With
Nov 14, 2019 -

Dunning Subaru responded

Thank you so much for sharing this 5-star review! We appreciate your business and look forward to serving you again. Thank you for choosing Dunning!

Nov 14, 2019 -

Dunning Subaru responded

Thank you so much for sharing this 5-star review! We appreciate your business and look forward to serving you again. Thank you for choosing Dunning!

October 30, 2019

"Bringing my vehicle to Dunning Subaru was hands down the..."

- jose

Bringing my vehicle to Dunning Subaru was hands down the worst customer service experience I have ever had. I originally brought my Subaru in on 9/14 because of a noise coming from my suspension. I also asked if they could replace my puddle lights and volume control. Between parts being delayed and Dunning breaking a spring in my steering wheel, it took them 9 days to "fix" my car. When I picked up my car on the 23rd, I noticed the alignment was way off with the steering wheel being very off centered. Mind you, my alignment was not off when I brought it. If it would have been, I would have asked them to fix it. I brought my vehicle back in and Aaron told me nothing was wrong with my car but I could pay $100 to have my steering index checked. After pressing him on my alignment issue, he said that it was like that when I brought it in and I just forgot it was like that. So not only was my car in worse shape, they also had the guts to tell me it was my fault. After picking it up again, the vehicle started shaking after going over 40 mph. When I mean shaking I mean it felt like the wheels were going to fall off. I decided to call Joe' O Connell and he insisted the alignment was fine but could check it out for $100. Joe also told me it must've been like that when I brought it in. I then asked him why they wouldn't mention a bad alignment to a customer and he said they don't mention small issues to customers (which right there sounds shady). On 10/8 I get a call from the general manager John Taylor and he ends up defending his employees and insisting there would be no way they could've messed up my car, but that I could pay $100 to check it out. I finally gave up on Dunning and brought my car into two places to get second opinions. Both Washtenaw Auto Care and Main Steet Motors SAID MY ALIGNMENT WAS VERY OFF! Dunning will never get my business again and if anyone else has a very poor experience like I have, make sure to report these guys to the Better Business Beauru and the Michigan Secretary of State office of Investigative Services and Subaru Corporate so they can't keep getting away with screwing over customers.

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Recommend Dealer
No
Employees Worked With
Other Employees : Aaron Stewart, John Taylor
March 27, 2019

"Service is Now Adequate Rather Than Outstanding"

- kcfield

I had previously rated Dunning Subaru five stars, and enthusiastically recommended the dealership. In my experience, their service department has gone from exceeding expectations, to just adequate. It now takes two or three emails to get a response on "A" priority items, such as recall questions. I went yesterday for an oil change and recall air bag repair, and the repairs took two hours longer than stated. The service tech, who historically had gone "above and beyond" for his customers, failed even to apologize for the delay; or acknowledge the inconvenience. On a positive note: The dealer principal, John T., is an honest business person, who does respond promptly to his own emails, even though his service people no longer do. Also, the new service manager, Joe O., seems to be competent and customer oriented. Unlike the above noted service tech's defensive response, Joe did apologize for the delay, and made no excuses. Finally, the repair work itself is competently done. For those reasons: Honest business owner, competent service director, and skilled repairs, I cannot in good conscience reduce the rating to less than three stars. However, whereas I used to have the majority of my work done at Dunning Subaru, I now have most of my car repairs and maintenance done by a local garage, which has much better customer service and more favorable pricing.

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Recommend Dealer
No
Employees Worked With
Michael Green
Aug 03, 2015 -

Dunning Subaru responded

Thank you so much for your feedback! Customer satisfaction is our number 1 priority at Dunning Subaru and we are very pleased to hear that you are happy with your experience with us. We appreciate your business and we look forward to providing you with many more years of quality service for all your vehicle needs. Thank you again! John Taylor General Manager/Vice President Dunning Subaru

August 26, 2018

"Poor Service Experiences"

- Andrew Joseph

I had a good purchase experience at this dealership but unfortunately their service department has been consistently frustrating. I had scheduled an appointment over a week ago to have a faulty wheel bearing replaced. I had originally scheduled the appointment for a Saturday. About three days prior to the appointment I received a call from service representative 1 (for some reason I had to deal with two individuals since the rep who scheduled my appointment was not available when I arrived) suggesting I reschedule the appointment to following Tuesday as they would need most of the day to confirm the source of the noise and replace the bearing. I agreed to the reschedule and brought the car in Tuesday morning at 7:30 AM. At 4:30 in the afternoon I get a message from the rep. saying the texhincian just started his diagnosis and they would need to keep the car another day. I call the dealership back to tell the service rep that I will need the car Wednesday and will come in to pick it up before they close at 6:00 PM. She's not available (again) when I call so I leave a message with someone else. When I arrive to pick up the car service rep 2 spends about 10 minutes looking for my keys only to realize the car is on a lift after service rep 1 shows up and tells him. She then tells me I will need to leave the car overnight and I can purchase a rental for Wednesday while they take another day to diagnose and repair my car. I asked her when they actually stated to look at my vehicle and she responded, after some hesitation, that the technician had just started. I would have agreed to leave the car is they had offered to waive the rental fee. The car still had the wheels on it and was not instrumented so I know it hadn't been looked at. When I explained that I was frustrated that I rescheduled the appointment at her suggestion for another day and the car wasn't even looked at after nine hours her only explanation was that they were busy and didn't have time. She also denied that she suggested the reschedule appointment even though the e-mail invitation was from her! On a previous incident I had brought my car in for an oil change on a Sat without an appointment because their website said an appointment was not needed. I show up and the rep tells me I should have made an appointment but that they would try to fit me in. Four hours later, after sitting in their waiting room, the car is ready. It's clear to me that Dunning Subaru service either does not value their customers' time or has no ability whatsoever to manage their garage's work schedule. I don't plan on buying another vehicle from this dealer and will use a Toyota dealership for future service. It's too bad because I think their sales team does a good job but any goodwill they earn is destroyed by a terrible service department.

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No
Employees Worked With
Jen
November 30, 2017

"Dishonest and hostile"

- Very Disappointed 1st time Subaru buyer

I experienced what was in my opinion a very dishonest communication between what their service manager noted as drivability problems, what he told me he would communicate to Subaru of America, and his actual communication. In a subsequent follow-up conversation with John Taylor, their General Manager, was belligerent and hostile. Further, he employed language which I have not seen since junior high school. I will never consider again purchasing a Subaru, especially from an organization whose senior management (service and the general manager) was wanting in terms of integrity and simple professional behavior. Separately, one the pricing side they were more than $1000 over nearby Subaru dealers. I strongly suggest you comparison shop.

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Recommend Dealer
No
Employees Worked With
Other Employees : John Taylor
Dec 07, 2017 -

Dunning Subaru responded

Thank you for your review. We have sent this over to management and will be looking into this right away.

January 13, 2017

"Service department quality "

- ZopaG

Six years ago had bad experience with service. Purchased 2017 outback recently. Must say it's finest car I've ever owned. Took in for door edge moldings. Wife picked car up. When I saw car was upset one was crooked. Called back to complain. Talked to service manager Drew. He told me he would come to my home and see. Also would order new moldings. We set following Tuesday to pick up car. On Tuesday there was big snow storm. Figured he would call and reschedule. Nine in morning he knocks on door. Show him car in garage. He takes care of problem. It was just a little crooked. Must say I'm a perfectionist. My outback is perfect. And so is the service department. THANKS So MUCH DREW. Never ever would I expect that. I'm 65 years young. Owned many cars. But never would have expected this. AWESOME

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Recommend Dealer
Yes
Employees Worked With
Mar 24, 2017 -

Dunning Subaru responded

Thank you for taking the time to tell us about your experience with Drew! We're glad to have exceeded your expectations, as we take customer service very seriously. We hope you continue to enjoy your Outback!

May 17, 2016

"Caught in a Lie"

- Debby

I took my 2015 Subaru Outback in for a recall on the electronic parking brake. It was to take 45 - 60 minutes. After about 20 minutes, is was done. When they were going over the paperwork, they mentioned they had done a free 18 point service check and found I needed a new cabin air filter because it was dirty. I had just changed the cabin air filter myself two days prior. Hmmmm - can't trust them. This is my third Subaru. One lie can change everything. Did they actually do the recall on the electronic parking brake.

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No
Employees Worked With
Adam
Jun 30, 2016 -

Dunning Subaru responded

Dear Debby, We are happy to hear of your long history with Subaru and would love the opportunity to service your vehicle for years to come. Two of our core values at Dunning Subaru are honesty and integrity so your feedback is taken very seriously. We strive to provide the best customer care and one of our top priorities is customer safety. Our Subaru certified technicians are experienced, dedicated, and efficient people who ensure every vehicle they service meets the highest standards of quality and safety before leaving the lot. Time is allocated to each service but workflow may allow for quicker completion times. There are two air filters in your vehicle, the cabin air filter, and the engine filter. Many people confuse the two with each other, and that may be the case for you. Our techs would not compromise safety or integrity by performing anything less than excellent work and we stand behind that. Please, contact me to discuss this matter further at (734)-997-7600. John Taylor VP/GM of Dunning Motors.

May 10, 2016

"How to build customer loyalty from the start"

- Ray Hough

Brand new Impreza, tiny little fit-and-finish problem: metal-to-metal popping noise when driver's door opened or closed, 1/4 inch place on edge of door where finish was rubbed away. Did they just tighten the hinge, give the door a touchup, and send me home? No! They sent the car to a body shop to be fixed right, at no charge under the new-car warranty. They gave me a loaner for several days, and it was a Forester! Again, no charge. As a first time Subaru owner and a first-time Dunning customer, I'm very impressed. As a small-business owner myself, I can see this: Service Manager Drew Gwinn made the decision on how to fix my car, without consulting anybody else (like finance guys in the back office). That means the Dunning company trusts him and his judgment. I admire a business that knows the worth of its employees..

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Recommend Dealer
Yes
Employees Worked With
Other Employees : Dave Scicluna, Sales
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