Germain Subaru of Columbus

1) I called to schedule an appointment to have 30,000 mile routine maintenance done on a subaru. The service rep said to come over there would be no wait. I ended up sitting in their department for 7 h mile routine maintenance done on a subaru. The service rep said to come over there would be no wait. I ended up sitting in their department for 7 hours waiting for service to be performed, and they charged an arm and a leg for essentially replacing fluids. They replaced the car battery and didn't mark on the battery the installation date. When I dropped the car off for the $1200 in service the manager said he would give me a loaner car, but they "didn't have any available" every time he checked back with me in the waiting room. 2) I made an appointment online to replace the timing belt. The service manager called me to verify the appointment. When i showed up for the appointment they had no record of it, so I had to show them the confirmation e-mail on my phone to prove I was supposed to be there. They charged me the expected price... but they did not replace the water pump with the timing belt (car had 110,000 miles on it). The service manager said that they don't replace water pumps now unless it's obvious that it needs replaced. they also performed an inspection and failed to catch that my rotors were worn out and needed replaced since the rotors had already been turned (vibration when braking). I asked them to look into a check engine light and to assess the cost of repair, but instead, the mechanic reset the code and told me to come back if it came on again - I told them up front that I had already reset the code a couple of times. This is really a Hyundai dealership that happens to have a Subaru sign, very poor customer service and 2x inflated prices. More

Hatifeld has no concept of Customer Service or trying to retain customers. I used Hatfield service 10 years ago when I bought a 1999 Subaru. Service was terrible then, so I started going across town to retain customers. I used Hatfield service 10 years ago when I bought a 1999 Subaru. Service was terrible then, so I started going across town to another dealership. They wouldn't address issues I pointed out, they used the wrong oil, and I had to become Warranty expert so I could tell them what was covered by their warranty. This was 10 years ago. Now I have a new Subaru so I started using Hatfield again, figuring it was bound to improve over 10 years. Again, service is terrible. They disassembled my Subaru for a recall service, spent 3 hours trying to figure out how to put it back together, spent hours on the phone with Subaru technical support, and ended up having to order new parts for it. And kept it for 3 days. Isn't that why I take my Subaru to a Subaru dealer? Because they should know how to work on it. Their response was "Sorry, it was the first recall car we worked on." They should know what they're doing before they start. I don't want my doctor to tell me, Sorry about the botched operation, it was my first one. We're trying to order new parts to replace the ones we messed up. That experience with Hatfield left me with little confidence in their service. Now with the latest service, I sent my wife to the dealer for a unscheduled repair. I was out of town and she just needed a tire patched. Should take about 15 minutes and $20 (average price in Columbus from the survey I took). They took 90 minutes and charged almost 3x the going market rate for the service. When I called with concerns, their response was basically, "I'm sorry our rates are so high." What I heard was "I'm sorry we take advantage of people who do not know better and pay for our overpriced services." Even the other Subaru dealer in town charge 25% less for the same service. $53 to patch a tire? The next closest non-dealership price I could find was $28 at NTB. From there, they dropped to $20 to a free repair at one place. Even the other Subaru dealer only charges $42 (which is still high). I was talking with someone who hasn't lived in Columbus for 20 years. When I was complaining of issues with my dealership, he asked which one. I said Hatfield and big smile came across his face. They had purchased a truck from Hatfield in the early 1980's and had trouble with service back then! Hatifeld has no concept of Customer Service or trying to retain customers. I'd caution anyone against Hatfield. Again, like 10 years ago, I will be taking my car across town to another dealership. Last time it took me 3 years to realize I need to go someplace different. This time, I'll learn my lesson quicker. Shame on me for giving them a 2nd chance to show they were different. More

I did not buy from them, but I found the sales manager, Larry Scott to be extremely pleasant to work with. He worked VERY HARD to find me the vehicle that I wanted. Ultimately, it came down to the fact t Larry Scott to be extremely pleasant to work with. He worked VERY HARD to find me the vehicle that I wanted. Ultimately, it came down to the fact that he didn't have the exact colore that my wife desired. We had to work HARD to get our price, but he did give me a fair value offer for my trade, and was very classy when I let him know that I bought from someone else. More