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Southern Oregon Subaru - Service Center

3.6

4 Lifetime Service Reviews

3103 Biddle Road, Medford, Oregon 97504

4 Reviews of Southern Oregon Subaru - Service Center

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November 08, 2018

"Good technicians, nice enough if you spend money with them."

- OregonCB

I've owned 3 Subaru's now and love each one of them. I didn't buy any of them from SOS not because I don't like there sales department, but because I was able to find the right car at the right price from friends at another dealership. I have had each of my Subaru's serviced exclusively through SOS though. I was able to do a lot of the basic maintenance on my cars myself though. It's all most of them ever needed (they have been Subaru's after all! :) I recently purchased an outback and wanted an additional key for it. I was quoted a price that I knew would be hard for SOS to match at another dealership. I had my car being serviced for something else at SOS when I showed them the quote and said if they could match it, I'd buy the key and programming from them right then. If they couldn't no worries. I had to head out of town near where the other dealership was and I could buy the key and had it cut there. Regardless I would have them program it though. In the end SOS said they couldn't match the price. I said no problem, I'd buy the key and have it programmed with SOS when I returned. The price I was quoted was $269 roughly. The key has a retail price of $192.xx This would mean the programming would be roughly $78. (although the other dealer would do it for $60 along with all the others in the region. I checked by the end of this situation). A week later when I returned to have the key programmed as I said I would they wanted $130 for the programming of the one piece key and remote (again all other dealers in the region do it for $60 for BOTH) I was frustrated and wanted the key to work so I told them to program the key only which they did for $60.00. I paid $10 by debit, and used a $50 gift cert. from Subaru for an issue I had questioned after first purchasing the vehicle). The key works to start the car, but the remote doesn't do anything for it. Frustrated, I called all the other regional Subaru dealerships in the state to check there programming for the key and remote on my car. ALL of them were roughly $60. I wrote an email explaining the situation to the dealership customer relations rep who had emailed me and called by this time to ask if I was satisfied. She forwarded that email to the service manager. After 5 days and not hearing anything I emailed her again saying that I assumed the silence from him was the answer to the situation in his mind. He then replied shortly after that saying he would check to see they were competitive on there pricing. Again another couple days passes without anything more. I then received a promo email that they match prices! I have in print and can call any other dealers in the area for the programming pricing, but no offer to match that price? I forwarded the email to the manager and the customer relations rep saying how frustrating this was. I totally get that this is a small amount of money, and I mentioned that to them several times in my emails. It's not so much the money, but the principle to me and about my time being limited already. I didn't hear anything back from them again. I finally decided that I would leave a voicemail with the service manager explaining that I understood it's not a lot of money, and that I didn't want to bother them anymore (partly because it was taking my time also) but that I just wanted to know if they would honor the price match and the price that I was quoted at first if I were to buy the key there. If they would I would return and purchase an accessory I was looking at also. If they didn't want to then I wouldn't contact them again and would go to another Subaru dealership for the programming and to purchase the accessory. 5 days have passed now without hearing anything. I will be headed to another Subaru dealership for future needs I guess. I just wanted to write an honest review of what my experience was. I understand they need to make money, and I haven't spent a lot with them because I can do many of the services at home. Those that I couldn't do I had this dealership complete for me (which was always done correctly and timely) I gave them plenty of opportunities on this, and honestly spelled out what I wanted in the end which was just to have the remote programmed for the same pricing I would've received at several other dealerships retail pricing on the programming. In the end it looks like the small amount of money was a big deal to them. I'll be having my vehicle's serviced elsewhere in the future and will be driving to another Subaru dealership. My time is valuable to me but so is being valued as a customer. In short the service quality is good, but know you might not be valued as a customer in the service drive.

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Yes
Employees Worked With
Bryant Kelley, Travis in service
August 06, 2018

"Stephan Abrams"

- Automobile

Please commend Stephan Abrams for his service during the past 15 years, plus. We bought our Volvo from your dealership and have had it serviced there since. Stephan has always be helpful and tolerant of my needs and prompt responding. Many thanks.

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Yes
Employees Worked With
Stephan Abrams, Service Dept.
October 07, 2016

"Selling air filters is their specialty "

- Subaru review

The service department sure got this down. Every senior will say yes to replacing an almost not dirty air filter All it needs is a little bit vacuuming the filter. It feels almost like a scam My daughter told me not to go for it. Ignorance is sure expensive around here. The express service is so slow that we decided to do the oil change elsewhere.

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No
Employees Worked With
Do not know
Jul 21, 2017 -

Southern Oregon Subaru responded

Regarding air filters: We value every customer, and want to be as transparent as possible, and we also want their Subaru to perform at its best. The best way to do that is by allowing it to breathe clean air. Same goes for the in-cabin micro filter (the one for the HVAC system that cleans the air in the vents). When the filter is dirty we show it to our customers, along with a new one, so that they can see the difference (95% of the time the filter is clean enough so we don’t need the customer to consider replacing it). For dirty filters, vacuuming alone is often not enough to clean out embedded dirt, hair, and assorted particles. If the customer decides to replace it, great. If they choose to not replace it, no problem. We don’t want our customers to feel pressured. Regarding our Express Service: We try very hard to get our customers in and out in a timely fashion, usually under an hour, including a complimentary car wash (opting out of the wash will save 15 – 20 minutes; just let us know). As we are always looking to improve, we appreciate your feedback and will use it to get better at what we do. Bryant Kelley Service Manager

July 28, 2014

"Increbile service backed by an even more amazing car company"

- markscarpaci

I always knew that Subaru was a top car, but when I went to SOVS after checking out Hondas and Toyotas and test driving a Forester, there was no comparison. The cars are superior. Purchased a 2014 Forester and loved the car. Unfortunately, it has a factory defect on the dash - a quarter sized bubble. When I brought the car back a week after purchase they said "No problem. We'll replace the dash." Which they did. That is when the trouble started. The new dash vibrated. They repaired it. The problem returned - many times. Every time they said "Don't worry, if we can't fix it we'll take care of you." I was patient because they were nice, respectful and truly cared. The problem persisted and finally after nearly a year of issues Chris Sorensen stepped in worked out a deal with the national Subaru folks to get me a new 2014 Forester. Yes, it was a factory defect but still - I was absolutely amazed that he "did take care of me" and stuck to his word. How many car dealers and companies actually come through and take care of their customers like this? Not many, unfortunately. I will be a Southern Oregon Subaru customer for life now. They walked their talk! And I can't say enough about how they offered the best customer service I have ever seen from any company I've ever encountered. I will be buying my next car from them, that I am certain.

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Recommend Dealer
Yes
Employees Worked With
Chris Sorensen, Craig Pena, John in Service
Jul 20, 2017 -

Southern Oregon Subaru responded

Thanks, Mark, for persisting with us through the process. Glad that it finally worked out.

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