Subaru of Jacksonville - Service Center

Service above and beyond expectations This review goes out as a personal thanks to Ken Chancey, Daniel Kane, David Dombrowski, Sabino Martinez, and anyone else who may remember our inciden This review goes out as a personal thanks to Ken Chancey, Daniel Kane, David Dombrowski, Sabino Martinez, and anyone else who may remember our incident and lent a helping hand but whose name I may not have captured. We also extend our gratitude to owner Phil Porter for hiring and providing such an exemplary group of people that are willing to drop everything that they are doing, help those in need, and stay after hours to make sure everything goes smoothly for a family of weary travelers that are just "passing by." On January 19th 2019, our flight from Baltimore to Orlando was cancelled due to a passing winter storm, and after exploring all other options my family and I decided to drive down in order to meet the rest of our party and keep to our pre-cruise and cruise schedule. Everything was going smoothly until, an hour north of Jacksonville (5:30 p.m. or so), and with 3 hours left in our 13-hour car trip, we had a malfunction in our front passenger window - it got stuck halfway down and would not budge. Immediately we went into action and started looking for the nearest dealership, and came across the number for the Jacksonville Subaru Dealership. When we called, Ken answered the phone. We told him of our situation, and he and someone else (maybe Dan) indicated that, while the service department had left for the day and would not be back until Monday, they would be more than happy to lend their knowledge of Subarus and help however they could. We spent the next few minutes going through reset steps for the window control systems, but nothing worked. My wife already had the suspicion that this was not a reset issue, but a mechanical breakdown. With a toddler nearly reaching the “I’m completely done with today” point and us closely following, the folks at Jacksonville Subaru suggested that we stop by so that they could take a look at the vehicle and see if there was more that could be done with a limited set of tools. We arrived at the Dealership around 6:30, and asked for Ken, whereupon he and the rest of the folks mentioned above got to work trying to find the root cause of the problem. After about an hour trying to identify the culprit, the team came to the conclusion that the problem was not a reset issue and that it was instead something that would require the involvement of the service department. With no option left other than to drive for another 2 hours with a flapping taped garbage bag over an open window in the rain storm that was approaching, Ken and the Jacksonville Subaru team made the quick decision (and one that gave us a “faith in each other” moment) to provide us with a loaner so that we could finish our drive to Orlando and back while they kept the car and made the necessary repairs during the week. We were absolutely floored by not only the generosity and trust, but the quick thinking on the part of Ken and his team. David and Sabino quickly took care of the paperwork, and we were back on the road before 8 p.m. Fast forward to our return by the end of the week, where they had taken care of the malfunction (broken switch) and the extended warranty submission, and we were back in our car and on the road to Baltimore in no time. I cannot begin to express our gratitude at the level of customer care and overall service we experienced at the Jacksonville Subaru. We were able to meet all our plans and reservations, and the rest of the trip went without a hitch. The entire time we had a smile on our faces as we told everyone about what ended up being a minor inconvenience thanks to the Subaru Dealership Team. If it weren’t for the distance, this would certainly be our family dealership for life, and that is something I do not say lightly. Do yourself a favor and have the team at Jacksonville Subaru take care of your vehicle needs. Sincerely, Thankful in Baltimore More

VERY EFFECIENT AS ALWAYS, SVC PERFORMED EFFICIENTLY, ON TIME AND PROFESSIONALLY. EVERYONE VERY POLITE AND FRIENDLY. ALWAYS ENJOY MY CAR AND SERVICE TEAM. ALL EXCE AS ALWAYS, SVC PERFORMED EFFICIENTLY, ON TIME AND PROFESSIONALLY. EVERYONE VERY POLITE AND FRIENDLY. ALWAYS ENJOY MY CAR AND SERVICE TEAM. ALL EXCELLENT. GO S O S . More

Service Experience is Outstanding This was my third service visit. All have been for preventive maintenance. This visit was a bit different in that I also required two software updat This was my third service visit. All have been for preventive maintenance. This visit was a bit different in that I also required two software updates. I called ahead and set an appointment with Jenny for an appointment on my way home from work. I was greeted by Max, he immediately new what the visit was for, assured me that I would be on my way quickly, and I went to the waiting area. I used the Wifi to check emails and texts. Before I knew it, I was called and the work completed was explained and I was back on the road again. Thanks to the team for making all of this so easy and for the car wash. More

Great Service Service was quick! I was informed about what was needed to be done to my car in order to keep it in excellent condition, and they made sure that I und Service was quick! I was informed about what was needed to be done to my car in order to keep it in excellent condition, and they made sure that I understood everything before and after the service was completed. More

Superb service after the sale We took Our Forester in for its 1000 mile check up and were greeted by a very pleasant young man. He made sure that when the car was ready (after it w We took Our Forester in for its 1000 mile check up and were greeted by a very pleasant young man. He made sure that when the car was ready (after it was washed) that he backed it into a covered area for our delivery. We had questions about how some of the features worked and he brought a service advisor to answer our questions. Gabriel is a true asset the company. Your customer service experience is better than any we have had anywhere 😀 Anna and Cal Williams More

The Best Dealer Ever! When I bought my 2015 Crosstreck I felt totally comfortable at the dealership working with the salesman. Since then I visit the service dept at least When I bought my 2015 Crosstreck I felt totally comfortable at the dealership working with the salesman. Since then I visit the service dept at least twice a year. All the employees are polite and respectful and they have a welcoming waiting area. I wholeheartedly recommend my dealership to anyone. More

Quick Maintenance Visit Stopped in for a headlamp that was out in my Outback. I'd been putting it off because I figured it might take a couple hours. These folks are good a Stopped in for a headlamp that was out in my Outback. I'd been putting it off because I figured it might take a couple hours. These folks are good and knocked it out in less than 30 min. Thanks, Y'all! More

First Service Very grateful to Max Talbert and his team for assisting me with our first service appointment for our new Subaru!! Grateful for his professionalism!! Very grateful to Max Talbert and his team for assisting me with our first service appointment for our new Subaru!! Grateful for his professionalism!! Thank you. More

Excellent service with a smile Today, Michael and Gabe went above and beyond taking care of my 2017 Outback. In addition to the usual oil/filter change and tire rotation, they perfo Today, Michael and Gabe went above and beyond taking care of my 2017 Outback. In addition to the usual oil/filter change and tire rotation, they performed extra services I was not even aware I had which were included in the original maintenance package that came when we purchased the car. This demonstrates excellent customer service. Even though my "free" maintenance package has expired, I will continue to drive an hour to Subaru of Jacksonville because I know the people in their service department are top notch. Thanks so much for providing me with such excellent service with a smile! More

Convenient and quick This was our first routine service for our 2019 Subaru Outback. It was very convenient (no appointment necessary), and the service was performed quick This was our first routine service for our 2019 Subaru Outback. It was very convenient (no appointment necessary), and the service was performed quickly. The customer lounge was nicely appointed. Gabriel was very helpful and cheerful. More