Subaru Superstore

Poor Customer Service Culture I bought my Ascent from the best dealer in Arizona, Findlay Subaru in Prescott on May 17th, just in time for the Overland Expo and since the weather w I bought my Ascent from the best dealer in Arizona, Findlay Subaru in Prescott on May 17th, just in time for the Overland Expo and since the weather was great, I had no need for climate control. Well the A/C system was undercharged with refrigerant from the assembly plant. Of course I didn’t find this out until I got down the mountain on Sunday. I called Superstore first thing in the morning on the 20th of May, to get my car in for service. My Crosstrek was still in Prescott and neither the service scheduler, nor the service manager at Superstore would do anything to accommodate my transportation needs at the time. They were rude and acted indifferent to that fact that my brand new car, which was replacing another Subaru, was not working. Sure, I didn’t buy the car from them, but all my numerous, previous services had been completed by them, and I did purchase my XV there. Still, they acted as though it was an exceptional request to have a loaner vehicle while my new car, that should be perfectly functional, gets service. I could wait till June 4th to have the A/C serviced and have a loaner at that time or they offered to drive me halfway home, where I could then call an Uber... So you know what Findlay did, they drove my Crosstrek down from Prescott to Chandler, more than 100 miles away, so I could get home to my wife and infant. I’ve been frustrated by my experiences at Superstore for going on a couple years now. All of this has made it into the few surveys I filled out. Subaru of America, is this representative of your brand? The moral of the story, the drive to Prescott to see the exceptional folks at Findlay Subaru is worth the time/effort/gas. Edit/Update: I was called by the service manager at Superstore, who apologized for the negative experience and offered to demonstrate a better service experience if I would give them another chance. I’m underwhelmed by the empty assurance that somehow the disregard I encountered will be dramatically improved in the future, than in my numerous, previous negative experiences... To be fair, I am always pleased with the quality level of the service they perform. They usually resolve issues the first time, they’ve offered accommodations and appeasements in the past, like when my seat base broke on my Forester, which they replaced for free, and have comped minor labor charges for items on my Crosstrek once the warranty expired. On the other hand, when my Forester was abnormally consuming oil, I was informed I would have to gamble with $2500-$5000, with absolutely zero guarantees that the underlying issue would be resolved. That encounter involved months and years of back and forth, including involving Subaru of America, and in the end, it was left unresolved. I do have to credit the previous service manager with explaining in detail, how I could get screwed if I let them tear down my engine and determine that the premature wear was caused by lack of maintenance and how I could get end up footing the bill. Some consolation that is, I suppose. Helpful hint: changing your own oil, or performing any other maintenance on your own, no matter how well you document it, will screw you if you need warranty service. I’m conflicted. The vindictive part of me never wants to give them another penny, the reasonable part of me however understands that low level, hourly employees are not necessarily representative of the larger corporate culture. Do they perform quality work? Yes. Does their customer service culture suck? Yes. Update/Reply: I live greater than 15 miles away, which is their service shuttle boundary, I’ve been informed of this multiple times. Yes, I demanded to be fit in and accommodated with transportation, and no you can’t schedule on Sunday’s or I would have. My brand new, $46k car was not functioning properly. I have two young children, and access to only one car at the time and no way to get back home. Findlay drove me my car, 120 miles away, Superstore gave me grief, and I sat for 3 hours. The service was greater than 4 hours. You do the math. I originally wrote this review on Google, to which their response was this confrontational and combative dismissal. “Mr. Weigele did not make a service appointment with us but instead called the day of his arrival, demanding we have a loaner car for him when arrived. We provided loaner cars to clients who are to have over 4 hours of work performed on their vehicle and have scheduled a service appointment with us. We certainly try to accommodate "last minute" drop-ins, but we cannot be guaranteed a loaner without a scheduled appointment.” “We offered Mr. Weigele a shuttle ride home to Tempe, which he declined. We had his vehicle serviced and ready the day he arrived.” More

Very happy internet car buyer David Griffen made everything easy for us. He texted and emailed promptly, and was a joy to work with the day we went to Chandler for my Outback. David Griffen made everything easy for us. He texted and emailed promptly, and was a joy to work with the day we went to Chandler for my Outback. More

Great Experience As many of the other reviews say working with Darby was a no pressure experience. I was looking for a Forester with some specific options and he foun As many of the other reviews say working with Darby was a no pressure experience. I was looking for a Forester with some specific options and he found one that was just delivered to the dealership. While I couldn’t test drive until the prepped. Darby brought it up front and showed it to me to inspect. Darby found a similar one for me to test drive. Darby explained the different systems and answered all my questions. He is very knowledgeable on the vehicles he sells. Some sales representatives are not. While the process to purchase the vehicle took a little longer then normal due to it needing to be prepped, Darby kept following up on its progressed and kept me informed. I would recommend Darby to anyone interested in purchasing a Subaru. More

The Best Salesman Ever While shopping for a new car, I met Brandon Houda at the Subaru Superstore in Chandler. I did not know if I wanted a new car or a certified pre-owned While shopping for a new car, I met Brandon Houda at the Subaru Superstore in Chandler. I did not know if I wanted a new car or a certified pre-owned car and Brandon was really helpful. He presented the advantages and disadvantages of each and helped me to narrow the field. He researched to see if the car that I was interested in was available and tracked down that it was in transit. He was extremely courteous and helpful through the entire process. I have kept his card and will definitely refer others to him. More

Great experience. Darby was great! No pressure, took me to the car I requested to see and gave me all the facts. I thought i knew what i wanted and could afford and Dar Darby was great! No pressure, took me to the car I requested to see and gave me all the facts. I thought i knew what i wanted and could afford and Darby and the rest of the staff made it happen. Thanks to all who made it happen! I love my Subaru! More

Out of Towner Drove to Phoenix from Texas through some really bad weather. Snow and sleet blowing sideways outside of Santa Fe at the end of May. It was blowing so Drove to Phoenix from Texas through some really bad weather. Snow and sleet blowing sideways outside of Santa Fe at the end of May. It was blowing so hard it cracked my drivers’ side window. I bought a 2018 Outback last July so it was still under warranty. Took my car into Subaru Superstore of Chandler, AZ and Scott Burgstrom and Angela Mattix gave me A+ service to get my window fixed before I drove back. And they were able to get the window covered by my warranty. I love my car, but I love the service I consistently receive from Subaru, now matter where I am. This is the only company who treats their current customers like gold. I’ll ALWAYS buy a Subaru! Great car, better service! More

Great experience! Great experience. Darby was a great rep. No pressure and incredibly knowledgeable. Helped us feel more than comfortable with our purchase and we are v Great experience. Darby was a great rep. No pressure and incredibly knowledgeable. Helped us feel more than comfortable with our purchase and we are very happy with the caf! More

Good Service Service writer and manager did great job on a prepurchase inspection that they did for my daughter. No scare tactics and very professional. Es Service writer and manager did great job on a prepurchase inspection that they did for my daughter. No scare tactics and very professional. Especially impressed with the manager of this department. Great operation More

Clean, straight-forward experience. We are very pleased with the entire experience of buying our new Forester. These guys are all straight up. It's a long drive for us, but we'll gladl We are very pleased with the entire experience of buying our new Forester. These guys are all straight up. It's a long drive for us, but we'll gladly make it. More

Super Subaru Superstore What can I say? My wife and I are low pressure kind of folks and were hesitant to visit ANY dealer. Our experience with Tom put all those fears to r What can I say? My wife and I are low pressure kind of folks and were hesitant to visit ANY dealer. Our experience with Tom put all those fears to rest. Tom is a professional and polite individual with great knowledge of the product. Tom made the whole process relaxing and quite enjoyable! Very happy to work with him and would recommend Tom to anyone. More