Heritage Subaru Catonsville

Mistakes and unprofessionalism I was so surprised to see 0 negative reviews of these two service employees, that it makes me question the integrity of the information presented on t I was so surprised to see 0 negative reviews of these two service employees, that it makes me question the integrity of the information presented on this review page. I provided this feedback during my multiple follow up surveys with Subaru, but that doesn't appear to get translated to the general public. I brought my Subaru in for service (covered under warranty) and had reserved a loaner vehicle with Lejuan weeks prior. I spoke with Lejuan the morning of my appointment and she confirmed the loaner was available. When I arrived at my scheduled appointment time, Lejuan was not there and Jennifer was instructed to assist me. Jennifer seemed extremely agitated that I had been promised the loaner when she thought it was promised to someone else. She treated me very unkindly, as if I was a huge burden to her. Another Service staff member spoke with Jennifer and shot her a warning about the attitude she was conveying (I know this because the walls are clear glass and I was sitting right there). She called me into her office but kept grumbling about Lejuan as I sat there, about the fact that she wasn't there to deal with me. Fast forward 30 uncomfortable minutes later after giving all of my information again that I had already provided to Lejuan, it turned out she had given an incorrect name to Jennifer for whom to hold the loaner - not even close to my name/must have mixed up customers - but that one 'minor' detail is what had caused the confusion. Once Jennifer realized Lejuan's mistake, and that the car WAS for me, she became more pleasant. I never saw Lejuan during my service appointment at all. When she called me the following day to tell me the vehicle was ready for pickup, she made no mention of her mistake and didn't apologize for the confusion at all. On top of all of this, when I did get my vehicle back I felt as though the breaks were softer than they were when I dropped it off. I even brought it back later the same week to have them checked, and they said they didn't see anything that would cause the difference I felt. Another waste of my time. I took it to a reputable service center down the road (not Subaru) the following week and they were able to restore the brakes back to what I was used to. Will never, ever, return back to this dealership. More

Disappointing I bought my Subaru Forester at this dealer with lifetime oil changes for free. So, I went in for an oil change. Also asked them to check rear passen I bought my Subaru Forester at this dealer with lifetime oil changes for free. So, I went in for an oil change. Also asked them to check rear passenger side tire- it kept losing pressure. Told they would also do a complimentary systems check. Was told it would take about an hour (I had an appointment!). An hour & a half later I was told they found 2 nails in the tire (after realizing she had entered the wrong tire to check). Asked if I wanted it fixed. Dumb me said yes without asking what it would cost. Let’s just say I could almost have bought a new tire for what they charged to do a repair. Asked again how long it would take and was told about another 30 minutes. An hour and 20 minutes later it was finally ready. Almost 3 hours for an oil change and a patched tire (and that was WITH an appointment!)! When I went to pay, they tried to charge me for the oil change, which I knew to check since they try every time to charge me (it’s all computerized, I don’t understand why this is an issue every time, unless they are intentionally trying to rip me off.) Trust level for customer Service here is very low. More

2018 Subaru Forester I was looking at used Subaru's and then went in and started working with Matt. We grabbed a Forester and went for a test drive. We went back to the d I was looking at used Subaru's and then went in and started working with Matt. We grabbed a Forester and went for a test drive. We went back to the dealership and made some numbers, which were not in my range. After speaking with the manager a deal was made and things were good. Matt did a great job going over features and working the deal. The finance person was great too, really helped out and found a great low rate. Closed the deal on a Friday night and by that Monday already had 600 miles on the car. Is a great car and was a good buying experience. Was thankful they could make the deal work! Thanks again. More