Heuberger Subaru - Service Center

Took my car in on a Saturday day and picked it up Saturday evening. I received a text asking how everything was from Trey, the individual that helped to begin with. My response is below, I probably w Saturday evening. I received a text asking how everything was from Trey, the individual that helped to begin with. My response is below, I probably will not get a message from “the owner” like all these other five stars. But I hope you heed the words below properly because fixing that one thing would have gotten you five stars. A little customer service goes a long way. Good afternoon, I am glad you asked, Trey. All of you guys were decent. No issues with the car or getting it in. HOWEVER, calling me to tell me that my car is done at 430-40 and that you all close at five is completely unacceptable. You're offering a service to a community. This means you're gonna have people coming in from southern eastern western and northern CO. It should be your responsibility to look up where a patient lives in comparison to your building so that an appropriate and REALISTIC time to pick up can be reviewed. To add on to this, when I got off of the phone with you, I realized you said five and then I noticed what time it was so I called back. Very nice young ladies transferred me to you all and the gentleman that I spoke to first of all, deep sighed as if I was inconveniencing him and then stated, "we close at five. Someone will stay for a little bit but not long". Put yourself in my shoes. Drop my car off thirty minutes from where I live, go home for four hours and receive a call telling me that my car is ready, but you close at five. Had I not made it on time you all would have been gone which means I would not have had my car until Monday. Communication skills absolutely need worked on. Needless to say, I was pissed when I had to speed downtown. Also have not heard a, "sorry about your experience", could not even get a, "what can I do to make your experience better next time". But you call can get back to someone complaining about a license plate drill hole problem? Honestly its no wonder my partners family STOPPED using you all. You're a bunch of sharks who clearly cannot accept responsibility for their own BS. I would have five stars if I paid a business to generate fake xxx reviews. You honestly need to just close down because you do not even know the first thing about customer service. This review is being posted everywhere. At first I did not name job as I thought this business would have the decency to get back to a disgruntled patient. Clearly that's not the case; y'all wanna be petty? Go ahead and call me Tom. More

They failed to fix my tire so lost air again because we brought the tire. He told me to pit it back on my car and tow it in 45 miles. They are the ones who didn't fix it brought the tire. He told me to pit it back on my car and tow it in 45 miles. They are the ones who didn't fix it More

Well I’m not very pleased with the customer service of this place. I dropped my vehicle off roughly 2 weeks ago. I have yet to receive an update on my vehicle. I have left multiple messages and I did get this place. I dropped my vehicle off roughly 2 weeks ago. I have yet to receive an update on my vehicle. I have left multiple messages and I did get one reply, but I got to run around on the automotive system for 30 min. You called me… and I had to sit on the automated system? I completely understand that the service department might be overwhelmed. That however is no excuse. (Edit) 2019 WRX 41k miles Engine Failure: Since this platform will not let me respond directly to the dealerships reply, here is an update….. I provided service records per request. I also went in to the dealership with my Mechanic and the story from the SM and staff changed AGAIN. First, they said the oil was too high, when I went in with the mechanic, they said nothing about the oil and asked for maintenance records. We provided the records and Subaru took apart the engine (and specifically said that Subaru would pay to take apart and put back together the engine regardless of findings) They reported that the main bearing had failed. They said it “should be covered.” Today I received a call stating that the repairs are going to cost me $9k because the Engine failure was due to maintenance neglect specifically that the oil was “too low.” Which they previously reported was “too high?” They also said that since I have been using after market oil filters that it could have impacted the oil pressure. However, I have always used great quality oil and oil filters that are better than the OEM ones. The SM also stated that if I was kind to them then they would “cut me a break” on the cost of repairs. I have now expedited this issue with Subaru of America because this dealership has provided the WORST customer service I have ever had to deal with. The story never stayed consistent and they have tried to manipulate a clear, cut situation just because they do not want to pay to replace an engine failure that WAS NOT due to maintenance neglect. I have always taken care of my car. The last oil change prior to this issues was less than 500 miles before the engine failed. I was deployed on and off for about 5 months of owning this brand new vehicle and they are trying to use that “gap in service record” as an excuse to deny warranty work. They also replaced the clutch in this vehicle around 13k as warranty work. The electronics on the driver window and passenger window failed right before the engine went out. Clearly this car has had its fair share of issues that all around point to it being a lemon and the dealership is not advocating on my behalf. The only reason I showed up in person is due to nobody answering the phone, or giving me the run around. More

I would never tell anyone to do business with this dealership. Just took my 2018 Outback in because the power passenger front window switch would not work on the driver side door. Instead of someone dealership. Just took my 2018 Outback in because the power passenger front window switch would not work on the driver side door. Instead of someone taking the 10 seconds to reprogram it they had the car for half a day and charged me $200. The absolute worse way to treat a customer. NEVER DO BUSINESS WITH THESE PEOPLE. More

Went in for an A/C recharge and they called me after their multi point inspection. They informed me of my brakes needing to be replaced as well as some other minor filter/bulb replacements. Opted to do their multi point inspection. They informed me of my brakes needing to be replaced as well as some other minor filter/bulb replacements. Opted to do some through them as well. Everything was great except the A/C service. While they did the recharge, their process is not good. Initial drive home was good with cool air. Didn’t drive over the weekend and on Monday, blowing hot again. This means there is a leak somewhere. When asked why I would have another possible leak, Andre replied that they pull down the system, fix the first issue they find, and then just charge it up. They don’t evac the system again because they would have to charge me for that. Uhhh what? Anyone who does hvac for a living, knows that when you pull down a system and detect a leak, you fix the issue and then pull down the system again to make sure there are no other issues. I was told this was their procedure, as if that is an appropriate response. Having established poor practice doesn’t give you an excuse. Don’t hide behind that, fix the procedure. Why was I told about my brakes, filters, and bulb but no option for a second pull down after finding an ac issue? If you aren’t going to do a professional job which would already include ensuring a clean evac, then at least give customers the option to know that and request it. They let me know that I need to replace the condenser, don’t charge me for the info, and give me a discount from a bit over twelve hundred to just under a thousand dollars. Yikes.... I do some research and calling around and find a price in the range of seven hundred to do the same thing. Before a reply of “quality parts” and “quality service”. I’ve just outlined why your service is not. My repairs will happen where that is actually the case. Again, not with this shop. More