Subaru of Gwinnett - Service Center

I waited over two hours for a simple oil change and tire rotation. I made an appointment for 10:30 and due to the terrible weather we had that day, I was about 20 minutes late. I called multiple times to l rotation. I made an appointment for 10:30 and due to the terrible weather we had that day, I was about 20 minutes late. I called multiple times to let your service team know I was running late due to the weather and no one answered the phone. Additionally, when I made the appointment, I was not informed that the new facility was open and in use so I went to the old location right next door. I live over an hour away and for every service appointment in the past I have always been given a loaner to use while my forester was being serviced. This time I was told there were none available. Not a big deal, an oil change and tire rotation should only take an hour. An hour and a half later I was told The vehicle was not ready. Two hours later, I had to leave or I would be late for work. The service advisor, very rudely told me that if I wanted to be in and out I should arrive when they open. Again, since I am coming from south Covington that would be impossible. That’s why I made the appointment for when I did. The advisor told me that because of the weather they had a lot of people come in for service without an appointment so I would have to wait. What is the point of making an appointment if you’re not going to honor it. I definitely don’t have two+ hours free during the day to just sit and wait so please either honor the scheduled appointments. This is the first time I’ve had a bad experience at your shop and I couldn’t help but notice a lot of new faces. Maybe some re training is necessary. More

Nice & clean facility with a brand new building for their showroom & parts & services area. Friendly staff that informs & explains in detail about all the services you need for your car. Highly recommend! showroom & parts & services area. Friendly staff that informs & explains in detail about all the services you need for your car. Highly recommend! More

Subaru of Gwinnett treated me very kindly and made purchasing my vehicle very smooth and exciting. I can see In the future returning to purchase my next vehicle there purchasing my vehicle very smooth and exciting. I can see In the future returning to purchase my next vehicle there More

Prices were terribly inflated. Another Subaru reviewed prices and the recommendations of what was to be done and came up with a far better price. Another Subaru reviewed prices and the recommendations of what was to be done and came up with a far better price. More

I have had issues with this dealership before in that I was being hit up for over $500 a visit (and more) after my warranty expired. And as I said before I don't mind paying a bit more for dealership servi was being hit up for over $500 a visit (and more) after my warranty expired. And as I said before I don't mind paying a bit more for dealership service for the piece of mind, but once the $500 a visit became the normal I wrote a complaint to the dealership letting them know what was happening. I was contacted by a rep for the dealership who was friendly and discussed my situation with me. They addressed my complaints dismissing them as "standard industry practices" and that they were acting just as any other dealership. (no efforts to change, do anything differently, or efforts to help out with things going forward.) After this I decided I would give it another try in hopes that they might be treating things differently. And I was treated differently alright, the advisor I had been working with for years had started ignoring me and my communications. (I'm guessing they might have had some sort of pow wow with him after my complaint.) So I made an appointment through the site, showed up and the advisor I was assigned with was amazing, while the old advisor actually ignored me in person. (The new advisor laid out the service, didn't attempt to up-sell me, and I got out of there for a normal price.) This advisor unfortunately was leaving soon, as he didn't have the heart for the job/didn't fit in. (for obvious reasons.) I saw where the new dealership had opened recently, and decided to give a service here another try. (hand in face) The old advisor is still ignoring me in person, the new advisor is new/young/and clueless. I had a few questions/concerns to be checked out that we discussed, discussed being due for a minor service, and I would be waiting for the car with more than enough time to get this done and be out before the end of the day. After several hours the advisor comes to get with me, letting my know I need a brake job and that the cost will be just under a 1k. (I asked him how much longer the current brakes had and was told this needed done.) Foolishly, and I take responsibility for getting suckered into the service, but left not sure it was needed and once again I was hit up for as much as possible for bringing my car in for a service there. As we were finishing up I asked the advisor about the other concerns we discussed when showing up. He couldn't remember what they were, and when I re-addressed them was told "oh, we can't really do anything about those things until it becomes a regular problem." (Recap: now that I was able to get as much out of you as we can get, your concerns about your car are irrelevant unless we can make money on them.) What's sad is it was a good place to come for service when my car was still under warranty, but the second that changed it was a whole other experience of being taken to the bank every time coming here. I also saw on the BBB site where more complaints are being submitted in recent times, but I'm sure that's just a coincidence. (haha) Yeah, only come here if you have tons of money you are wanting to part with, and want to deal with people who have no personal touch/clueless/out to make as much money for the dealership as they can. BEWARE! More

Jeff was my adviser! Everything went smooth in & out 40 Minutes, very nice facility with snacks and drinks...(Regular Maintenance) Everything went smooth in & out 40 Minutes, very nice facility with snacks and drinks...(Regular Maintenance) More

Staff is very friendly and knowledgeable. Facilities are excellent. Vehicle service completed on time and at quoted cost. Definitely recommend. Facilities are excellent. Vehicle service completed on time and at quoted cost. Definitely recommend. More

Beautiful new facility. Comfortable waiting area. Extremely clean. Complimentary beverages and snacks were very nice. Comfortable waiting area. Extremely clean. Complimentary beverages and snacks were very nice. More

I had been taking my car in for service on a consistent basis. Shortly before the opening of the new building I took my vehicle in for an oil change a friend had driven my car and said I should have my str basis. Shortly before the opening of the new building I took my vehicle in for an oil change a friend had driven my car and said I should have my strut mounts checked as well. So I go in for the oil change ask for the check. I get an inspection sheet that says my car passes all checks but I need $5400 plus in repairs needless to say I’m confused because my car was literally in this same shop 2 months ago in supposedly perfect shape. Needing only oil and filters. Adding insult to injury I hear how my last service associate who I should note was a top performer has been fired for poor performance and others in the department are looking for work elsewhere. A person actually says, they gotta pay for the building somehow. I’m thinking God let it not be by me! Just wondering why no one looked at the car on any other visit. I guess I’m making up for all the sales and preventative maintenance he missed over the past year. Of course I call corporate and get “due to the fact that you’ve been driving the car “ Cars are for driving right!! I travel a lot all highway miles they cannot help. So I get the service Manager who by the way was Awesome in his due diligence and his clear and concise explanations. Turns out my car isn’t falling apart after all but I do have some things to address. Decided to split it in two. So they graciously give me a loaner car which I am eternally grateful for. About two weeks later and a busted but replaced tire later. My first installment of repairs $2300 plus are complete and I pick up my car covered in pollen and bird poop. I even mention it to the advisor and just says it’s been sitting out. I guess you gotta spend the full five grand to get the car wash that you normally get with an oil change or maybe that’s my punishment for calling corporate. So I’m wondering if I should take the remaining $2400 to another Subaru dealership it just seems like treating people with respect and decency is becoming a lost art. It’s so sad to see especially in a service industry. Long story short it’s close to my house and they are familiar with the car, I would have to further inconvenience myself to go elsewhere there are pros and cons you hate to feel miserably and spend your money. I had more good than bad experiences at this location it’s just the bad experiences dig in deep and who wants to go in for service knowing today could be a bad day. More

FIve-star review is well deserved. The new building is great, the check-in for service and acquiring a loaner vehicle is easier than ever. Special thanks to Jeff Bowman for handling my The new building is great, the check-in for service and acquiring a loaner vehicle is easier than ever. Special thanks to Jeff Bowman for handling my service visit; he answered all my questions, and professionally presented the available options. More