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Subaru of Kennesaw - Service Center

Kennesaw, GA

3.8
219 Lifetime Reviews Review Dealership

219 Reviews of Subaru of Kennesaw - Service Center

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July 24, 2020

"There is not another dealership out there that is like..."

- Childers7706

There is not another dealership out there that is like Subaru of Kennesaw. They are the friendliest and the most helpful of any dealership we’ve ever been in. Anyone of them are there to help. They explain in detail everything they’re going to do to the car.

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Recommend Dealer
Yes
Employees Worked With
Jul 24, 2020 -

Subaru of Kennesaw responded

Thanks for your great review, and for giving our dealership such a high star rating! We hope to be of service to you again! Take care!

December 30, 2019

"Todd went beyond what other dealships would do to help me"

- TOMORTHMAN

I purchased a 2020 forester from another subaru dealer and had a bad experience. I was planning to sell the new car and purchase a different brand but I was fortunate to meet Todd and he took time to listen to my problems even though he was obviously very busy. The solution he found was very acceptable to me and I am now happy with my subaru and plan to keep it many years. I feel it is important to have a good relationship with the service department and although I have to drive a little further I plan to have all of my future service done by Kennesaw subaru.

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Recommend Dealer
Yes
Employees Worked With
Other Employees : Todd Estes
August 31, 2019

"Subaru will not admit their problem"

- KAH

I have had oil burning issues with my 2012 Forrester and my 2015 Forrester. Subaru says it is perfectly normal for me to have to come in every 2000 miles for a quart of oil. My 2012 blew the engine, luckily just within the warranty. My 2015 is nearing the end of warranty and needs a quart of oil every 2000 or so miles. I can only hope it blows before the warranty expires. Subaru of Kennesaw says no issue, just come in and top off your oil whenever the light comes on. No big deal.

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Recommend Dealer
No
Employees Worked With
Other Employees : Exton Howard
August 02, 2019

"Awesome service- just horrid facility"

- Cary

C'mon Troncali, Great service Great team. Only reason I am hammering you guys is the horrible facility. lack of space and strain it puts on the service Dept. Build a bigger facility to accommodate your Customer and Business or continue to get trashed in reviews. Service appointments are almost 1 month out as a result. Get with it, I mean who in their right mind took a Road House grill Restaurant and makes it into a car dealership? Oh thats right, meanwhile there is a lack of seating for customer awaiting service.....this sucks!

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Recommend Dealer
No
Employees Worked With
Todd Estes
Aug 21, 2019 -

Subaru of Kennesaw responded

Thank you for leaving this rating and review. We will be sure to pass along your comments to the team to improve for the future. If you have any questions or concerns please call us! We sincerely value your business and hope to see you soon.

March 01, 2019

"A group that does shady business & group of liars"

- Warrington4

Since I purchased my Impreza, in Mobile, Al, I’ve had intermittent issues with my radio, I have pictures & videos of the problems my radio was giving me. The weekend before I moved to Kennesaw, Ga, I was to finally have my radio replaced. However, the radio sent to the dealer in Mobile was cracked. So I had my service advisor, Natalie contact Kennesaw Subaru to transfer my claim. 2+months went by without hearing from the service dept. I left several messages for the service manager, without a call back. When I finally got to talk to someone, it was the Service Receptionist. She is the ONLY helpful person in that dept. By this time (dec 2018) a new radio update was released. So the required that I had the update done before proceeding with replacing my unit. So to humor the service manager, we did the update. Roughly 4 weeks later, I was calling with issues with my radio, AGAIN. They said I had a radio recall, so I scheduled an appt to have the recall performed. The recall ended up being for the update that was performed in December. And my radio had the most up to date information. So nothing was done. Wayne, finally told me they would contact Subaru to obtain authorization to replace the radio (feb 2019). About 10+/- days later, Wayne called me & said that my new unit was in (this was a Monday). I scheduled to bring my car back in on Thursday. I arrived in the drive, I was approached by one of the advisors, I told him I have an appt with Wayne to have my radio replaced. It’s for an open RO. The advisor said “ok, the good thing is you have an appt” then walked away. I proceeded to get my 3yr old potty training daughter out of the car, because she had to go potty. For 2hrs my car remained in the service drive. It was not until I questioned why my car was not being taken care of did anything happen. When Luis got involved, he was told by Wayne that I did not have an appt & that I did not tell anyone I was there. Which is completely a lie. After 30min, my car was returned to me, with “the radio replaced” or so I was told. It’s now 2 weeks later and I am still having issues with my radio. Again, video & pictures have been taken. I called to speak to the service receptionist, again. I asked her to email me a copy of the Repair Order, because they didn’t give it to me before I left. Upon reviewing my repair order, it shows that my radio was never replaced. I know this because there is no part number listed on my RO, verifying there was a radio. To this day, I have NEVER talked or been face to face with the service manager of this dealership. He has however been a consistent run-away when it came to me & my Impreza. I will NEVER willingly return to this dealership. I have contacted Subaru & filed a complaint & claim. My husband who was the Director of the Mobile Subaru store, before our move, will be contacting the Regional Service Director of SOA to further resolve this issue.

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Recommend Dealer
No
Employees Worked With
Other Employees : Mandy Slay, Wayne, Conrad Macarthur
October 17, 2018

"Worst Service department"

- BH

I had a 2016 Outback, that I took in for service. It was idling rough. They recommended cleaning the fuel system and throttle body for $181. After the service, it was still idling really rough. I asked if there were any service bulletins for the issue. They said in fact there is a service bulletin for software update for rough idle with AC on. I came back to do this update. It didn't take. They said they think it may be a sensor, but it has to be ordered. 3rd visit - after waiting for an hour, they say we didn't try the sensor. We don't think that is what it is. They said they would like for Subaru engineer to look at the car. We scheduled a time. 4th visit: I arrived and they said engineer just left and he will not come back for a month. This place is ridiculous - waste of time and money. I went to Gwinnett Subaru, and they recleaned the throttle body, which they said was never cleaned. They checked multiple things and had tech take the car home. They didn't charge me anything for the diagnosis. I have asked the GM at Subaru of Kennesaw for my money back for the throttle body cleaning, but I just get silence. Stay away from Subaru of Kennesaw's service department.

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Recommend Dealer
No
Employees Worked With
Other Employees : Wayne Herubin, Conrad Macarthur
Nov 04, 2018 -

Subaru of Kennesaw responded

That is not what we like to hear. We would welcome the chance to discuss it with you. Please email Jennifer Cope at jtcope@troncalli.com with your best contact information.

July 27, 2018

"Did exactly the right thing!"

- Reg3

Was coming from very southern Alabama to stay in Kennesaw on a Friday night to continue my trip to north Georgia the next day when, about 20 miles out, the "check engine," the ABS/all wheel drive, and flashing 'brakes' lights all illuminated simultaneously while on I-20. I naturally stopped right away to check everything out. With a look at the owner's manual it seemed there were a wide range of causes from minor to catastrophic. A good inspection of the vehicle showed everything in working order save the caution lights, so I decided my next stop was the Subaru dealer since it was also nearly across the street from my planned hotel location for a strip that night (how fortuitous!). After a few tense miles of trepidation I pulled into the Kennesaw Subaru a little after 4pm with all kinds of scenarios running through my head for plans to complete my trip. The first question is what I could possibly get done towards the end of a work day...on a Friday? The service advisors met me at the service bay and I advised them of the issue. Considering it was a brake issue they didn't hesitate to diagnose the issue then and there regardless of their availability to fix it or not, whenever that might be. While waiting for a tech to come available the service advisor and I talked options to get the issue solved. Naturally the first option was to leave the car and come back at a later time. I explained to him I was from out of town and passing through the next morning to continue my trip, which included coming back south through Kennesaw Saturday night and onward to southern Alabama Sunday morning. I offered that a good option would be for me to obtain a rental that evening, drive it all Saturday, come back Saturday evening to pick up my 'ru, then be on my way Sunday morning assuming they could resolve the issue Saturday. Or, in a worst-case scenario, if they couldn't fix things Saturday I could just drive that rental all the next week then return the following Saturday if it took that long. It was also a case of the drive from home to Kennesaw being about 4+ hours too. He then asked where my nearest Subaru dealer was since I was from out of town. For me Montgomery was the closest at about 1 1/2 hours north from where I live. He frowned at the prospects and I could see the gears turning in his head. I even offered that if he could determine if it 'was just an idiot light' and everything was functional, I could simply continue on my way, put up with the caution lights, drive to north Georgia as is, back through Kennesaw all the way to south Alabama, then return to Montgomery sometime the next week if need be. He frowned at that too and said, "Hold on." The service manager then explained that everyone was currently tapped out for scheduled repairs at the moment, work on Saturday with a skeleton crew was also going to be saturated, and they'd likely not be able to get to my outback until next week. An impromptu repair was going to be difficult to achieve but he also realized then and there that that Friday was the best chance for my vehicle being serviced short of an extended stay over the next week. The diagnostic the service manager was able to do revealed a small air leak. It could have been a simple faulty gas cap or perhaps something else, though. I offered again, since the schedule was full, that if he could just determine if the car was still safe I could be on my way and solve the software indications later. He said only a certified tech could do that. He said, "Hold on," and disappeared again into the shop. A few minutes later he reappeared with a certified tech he pulled off the repair line to take an official look. The tech had a possible simple solution and conducted his own diagnostic. He found that a simple software update could solve the whole thing. Sure enough, in less than ten minutes, with a laptop download and software update still covered under an 8/80 warranty that I was not aware of, that the service advisor kindly informed me about, the whole issue was solved just that quick. And because it was under warranty it cost me exactly zero. It did cost that service manager some time and a tech's time from other duties, though, and I definitely noticed. And what did this do for me? True story: my father-in-law was diagnosed with terminal lung cancer earlier that week and my wife and I were on our way that weekend to visit him. With some careful consideration for the situation at hand that service advisor found a simple and best solution in context of all that was going on and prevented an already difficult weekend from getting tougher. Normally I have a rather cynical view of automobile dealerships and their service department antics, but Kennesaw Subaru displayed what I feel to be the epitome of what an auto dealership service provider should be. The job was handled very professionally, without a doubt. Exton, thank you, folks like you help the world go around.

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Recommend Dealer
Yes
Employees Worked With
Exton Howard
Aug 01, 2018 -

Subaru of Kennesaw responded

Thank you so much for taking the time to leave us such a well thought out review! Please don't hesitate to reach out if there's anything additional we can do for you. We hope you have a great day!

June 26, 2018

"Wonderful drop-in service"

- SoftballPlayer9

We were in the local area for a couple of days when our "check engine" and a couple of other warning lights came on in our 2014 CrossTrek. We googled dealerships and discovered that Subaru of Kennesaw was only 8 miles away and open until 6 pm. We pulled in on a Friday at 5:30 and the service department offered to run an initial check on our issues. They discovered multiple problem codes and said they could work on it the following day. They gave us a loaner vehicle and we were quickly on our way to our hotel. Our service advisor (Perry) called the next morning with an estimate of the needed repairs. Once we authorized the work (thanks primarily to a Subaru extended warranty!), we were able to return the loaner and pick up our car soon after lunch. We greatly appreciate the prompt and courteous service...we were treated as if we were long-standing customers! We highly recommend the service staff and vehicle technicians at Subaru of Kennesaw.

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Recommend Dealer
Yes
Employees Worked With
Perry
Jun 28, 2018 -

Subaru of Kennesaw responded

Thank you for taking the time to let us know how we did. We hope you have a great day!

June 12, 2018

"Poor service department."

- Phayes

I bought an 05 Forrester back in 2011 from Subaru of Kennesaw. I have used them many times for service over the years no problems. However, I will no longer use them for any service issues. The car was brought to them because the brakes would lock up and would not allow the car to move. Once the car cooled down it was able to move. Subaru said it was because the caliper pins were rusty. The pins were replaced and 2 days later the car locked up again. Not able to move until the car sat for a couple hours. I took it back and theu claimed it was because they were non oem brake pads. Strange that was not a big deal to them 2 days earlier. I took it to an independent mechanic who figured out it was the hill assist not working. properly. During hole process Wayne at the service department made no effort to help me figure out the problem. Wayne always blamed my wife for not describing the problem properly. Not sure what has happened at the service department but I will not use them or the dealership again.

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Recommend Dealer
No
Employees Worked With
Wayne Herubin
Jun 28, 2018 -

Subaru of Kennesaw responded

Phayes, that is not what we like to hear. We would welcome the chance to discuss it with you. Please email Jennifer Cope at jtcope@troncalli.com with your best contact information.

February 09, 2018

"Great experience"

- Happy customer

My experience with Subaru of Kennesaw is always very pleasant and worthwhile. The Service Department representatives go above and beyond to explain the service you will need and the service department delivers exactly what is needed. Will continue to use your service and recommend you to friends and family.

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Recommend Dealer
Yes
Employees Worked With
Miranda Searl
Mar 15, 2018 -

Subaru of Kennesaw responded

Your recommendation to family and friends is the highest compliments we could receive - thank you!

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