We have two Subies, and have always wanted to provide them the best care through the dealer. After a bad experience at an eastside dealership, I was very worried about taking our babies to another dealership and having the same lack of customer service and disregard for my time.
Roy Robinson's crew at their new Subaru facility changed all that! I'm very glad we found them!
First part was super easy: I used their service scheduling tool, on their website to create a profile and schedule a time to bring in our Legacy for service. The tool had lots of service options to choose from and I was able to request all services with easy.
Second part was even easier: I pulled into their clean, covered service area and was greeted by Tammy M. Tammy met me with a smile and started quickly taking notes as we were talking about my appointment and the service on the car. She was very thorough, and a Subaru tech was waiting very patiently to snag my keys from her and get started on the car. (It was pulling away as she was walking me into her desk, to review my requested services.... that has never happened before)
Tammy quickly and thoroughly reviewed my requested services and the fees associated, making sure that I was satisfied with everything we had talked about. And then... because I hadn't been into RR Subaru before, escorted me to the customer waiting area. She explained the vast, available amenities and made sure I didn't need anything else.
Literally- five minutes later, Tammy found me lounging with a cup of coffee and let me know of a few more items that my Legacy could benefit from (because the tech ACTUALLY was performing the Multi-Point inspection on the car) She asked if I wanted to have those items replaced, and reviewed the additional cost. I agreed that the car did need those items taken care of and she conveyed the "yes" to the tech.
While my car was being serviced, I did decide to check out the lot and stretch my legs. I was approached once by a young lady, making sure I didn't need anything. She smiled when I stated that I had one being serviced and was doing well, while looking around. She politely stated to let them know if I needed anything, smiled, and carried on with her original task.
Total time for the laundry list of items I asked to have done to the car, from pulling in, to paying my bill... 55 mins. Tammy made sure I didn't have any questions or concerns and then walked me to my car. Y'all just won me over for life! :-)
Let's compare that to the last TWO experiences with that eastside dealer mentioned earlier- both times I had an appointment. Both times- my car (once with each of our models) sat for 1+ hour before it was brought into the service area. Both times- were JUST oil changes. One time- I had asked for OEM wiper blades to be installed, and they forgot. Occurrence 1 of 2: my car, time, and patience were abused for 3 hours total (for an oil change???) Occurrence 2 of 2: my car, time, and patience were abused for 4.5 hours total! ( again... I only wanted an oil change: I could have driven to Wentworth Subaru in Portland for an oil change, picked up Case Study Coffee, and been past Vancouver, traveling north in that time) We used to go to said dealer because they were close to work (and home at the time) and to be honest- the service didn't always suck.
My point? NONE of that monkey business from the Roy Robinson team. They care and it shows!
Thank you Tammy, the service techs I didn't get to meet, and the rest of the Roy Robinson team!
Keep up the good work!!! We'll be back!
(and if you're not already a Roy Robinson customer... GO! ;-) I hear from a reliable source... they are good at selling them too! )