Fox Subaru

Service Department If you want good work done on your vehicle, take it anywhere but Fox Subaru. They have damaged multiple vehicles that we have brought in, nearly cause If you want good work done on your vehicle, take it anywhere but Fox Subaru. They have damaged multiple vehicles that we have brought in, nearly caused an accident when a repair failed and have never taken any kind of responsibility when they are confronted. Recalls that were quoted to be done in 2 hours have resulted in cars staying at the dealership for 7 days due techs breaking components. They will try to hide their mistakes and unless you inspect your cars after getting them back, I would have no confidence in their work. My family has bought no less than 5 Subarus and we have loved the cars over more than 15 years of ownership. We do our own maintenance on the vehicles and know the cars inside and out, and really take pride in keeping them immaculate. We only take the cars to Fox Subaru for recalls because of the poor experiences we have had there. The first problems with this dealership were when there was a recall on a brake line that could rust and burst. Within 3 years of having the dealership "fix" the brake lines, both vehicles that had been serviced experienced brake line ruptures, exactly where the recall had specified a problem, in one case nearly causing an accident. When confronted about the botched repairs, the service manager said that "other things cause brake lines to rupture" and only relented when I brought documentation from Subaru of America with how they should have repaired the lines. With the Takata airbag recalls the entire dash has to be removed on Gen 4 Subarus to replace the passenger airbag. On all 3 cars we brought to Subaru, they damaged the dashboards when prying them, leaving chunks missing right in the center above the radio, and broke the mounting tabs for the dash leaving it loose.The dealership actually returned all the cars to us without mentioning the obvious gouges in the dash. Their only excuse when asked why they were damaged it is that "it is difficult to take the dashboard out". They seem to forget that it is their job to not damage your car when working on it, and try to make you feel bad that you would want your car returned to you how you brought it in. Also worth mentioning is that the "repair" they do to the dashes after damaging them involves essentially a hot glue gun melting in some new plastic. This then degrades after 6 months and does not match the pattern of the surrounding plastic, leaving a permanent blemish. This service department has been deceitful, disrespectful and tried to hide their mistakes thinking that you will take their word at face value, and not know how to call them on their poor work. If you value your vehicle take it anywhere else. More

Too many mistakes, not customer friendly. After an oil change on March 4 at Fox Subaru noticed some oil spots on garage floor on April 2. Took it back to service department that day, and was t After an oil change on March 4 at Fox Subaru noticed some oil spots on garage floor on April 2. Took it back to service department that day, and was told it was not from their work but another location. Scheduled first available appointment for April 10, 8 a.m. when they would also do a recall repair. Estimated time: 1 and 1/2 hours. On April 10 they had no record of my appointment and said I would have to leave the car till Monday the 13th. Later on the 10th received an estimate of more than $1600 for fixing leak. Also a notice that car was due for major 60,000 mile service for another $600. I said I just had that. Response: oh, our tech must have missed that. When I went to dealer to pick up car, entered wearing a mask cause of virus. Got to hallway to service where there was a tape barrier, and someone without mask tells me i will have to go back through showroom cause they are closed. I point out that the entry door should be locked with a sign telling people how to enter. He says "don't get pissed". All in all, not a good set of experiences. James was the service adviser and did a good job. More

Great sales experience and ongoing good service Haley Kuppler is a wonderful salesperson - great ongoing communication as I was coming out of my 2017 Outback lease and ordered a 2020 Outback,. Very Haley Kuppler is a wonderful salesperson - great ongoing communication as I was coming out of my 2017 Outback lease and ordered a 2020 Outback,. Very professional, informative and helpful. I love the car! It came in about a month earlier than promised. I also have had great experiences with the service department here over the last few years with my 2017 Outback and expect the same for the next 3 years with the 2020. I highly recommend Haley and the sales manager Derrick Ferrel for an easy no pressure car purchasing experience. More

Awful communication and service I had heard many great things about Fox Subaru so I was initially excited to purchase a car through them. My experience has been less than stellar. On I had heard many great things about Fox Subaru so I was initially excited to purchase a car through them. My experience has been less than stellar. Once the final quote was settled, everything went downhill. 1) Paid a deposit on a Tuesday. Car was scheduled to be delivered to dealership on Friday. I had to ask the salesman what I should do to speed up the process once the car arrived. I supplied all the information I was told to provide. Friday comes, no call. Reach out once again and told I won't be able to pick up the car (initially planned to have out-of-state co-signer) until possibly Monday but they would send the paperwork Saturday. Salesman said I would be contacted Saturday. Next day, no call. Send email stating my frustrations and expecting a call Monday morning. Monday: No call until 3:30 PM when I'm already driving to dealership to get my deposit back. They say I can finally meet with the business manager. Wait for over 2 hours for a 5 minute conversation to then wait another 2 hours for paperwork. But we finally get the car that night. 2) Chose to get a hitch installed. Salesman told me to call the shop to get part ordered and then dealership would handle everything else. I did this, and the shop had no clue what I was talking about. Called salesman who said he would take care of it. Parts came in, still in the time period where I did not have the vehicle, shop still had no clue what I was saying. 3) Paid for extra service requiring another appointment. Day I picked up vehicle, salesman said he would call me the next day (Tuesday) to schedule this service and hitch installation for Friday. Did not get a call. I called and sent an email Wednesday and did not get a reply until Thursday. Said there was an appointment Friday morning, I asked about a loaner, at first seemed hesitant about this but would follow up with me to confirm. I get no confirmation so I don't think I have the appointment set. Sent text Thursday night, no reply. Friday morning after I have now driven to work, I get a reply that he has a loaner vehicle for the appointment I didn't know was confirmed. 4) Only received 1 key, was told 2nd key would be ordered. Can you guess if I've heard back about this key yet? I was mildly frustrated before, but this whole experience has completely made me lose any trust in Fox Subaru. All in all, not impressed. Salesman: Armani Johnson More

Excellent service Recently bought a used vehicle from Fox Subaru and we were so well taken care of. I when there when my three kids and not only but we made sure my thr Recently bought a used vehicle from Fox Subaru and we were so well taken care of. I when there when my three kids and not only but we made sure my three kids were taken care of. I am sure that they went through to give us the best price possible and explained everything in great detail. They made shopping for a vehicle for the whole family. I highly recommend Fox Subaru in Grand Rapids. More

I don’t want a new car I used the online message option to ask about a part for my car this morning and was very specific even providing the item number. The gentleman in pa I used the online message option to ask about a part for my car this morning and was very specific even providing the item number. The gentleman in parts got back to me as soon as they opened, and sent me an email with the price and the time it would take to order it in, I really appreciate that. However, I now have been contacted twice, first by phone, second email, about coming to look at some specific vehicle. I have no idea what they are talking about, but if it’s what I’m assuming and it’s a “don’t fix it buy new!” Thing, I have never met anyone who would give up a car for a bad o2 sensor. In the future stick to what the customer asked for please, this has left a bad taste in my mouth. More

WORST AFTER SALES SERVICE I like my Subaru, but i did not buy it from this dealership due to the same kind of poor customer service. I live in grand rapids but went all the way I like my Subaru, but i did not buy it from this dealership due to the same kind of poor customer service. I live in grand rapids but went all the way to kalamazoo at Maple hill auto just because of this reason. I thought their after sales service would be better, but it is even worse. If you go in just for an oil change, go for it but if you need major repairs, or warranty replacement don't bother. Service writers are rude, impolite and treat you like they are doing you a favor. I would give this place a negative star if there was an option. More