Subaru of Rochester

One of the worst experiences I have ever had with a dealership. I had purchased my vehicle in February '25. Came in for a routine oil change end of November which took over 3 hours and was told there w dealership. I had purchased my vehicle in February '25. Came in for a routine oil change end of November which took over 3 hours and was told there were several "leaks from the hoses" in my car that would need to be fixed. They then couldn't locate my purchase nor could they see that I had an extended warranty (they later found it after asking for help) I was told "it should all be covered" and to bring my vehicle back on December 1st at 10am. I get to the dealership on the 1st and my loaner wasn't ready, nor did it have gas. They took about 30 minutes to gas it up and put it outside where I had to put all 3 car seats into the loaner (I was told this vehicle was a 3rd row and could fit all three car seats which didn't work as I couldn't get to the third row without putting down seats in second row which you can't do with the car seats) The staff that were there when I dropped my car off were less than friendly and said nothing but pointed to the car when it was finally ready for me to take it. We went all week with no updates until Friday when we were called asking if they can order the parts. Why did my car need to be there all week if they hadn't even ordered the parts? They then ordered the parts the FOLLOWING week on Monday. Still no update so we called Wednesday and was told we would get a call back which didn't happen. We call again Thursday and someone FINALLY calls us back around noon and tells us it should be done by 5pm or for sure noon Friday. We were then also told we would have to pay $700 because there were things not covered under the warranty. Friday comes and we hadn't heard anything so we call AGAIN and were told that now there was an issue with the alternator (there was no mention of alternator issues when I had my oil change and where I was told about the other issues) but they said this will be covered. We go get the vehicle Saturday and were then told the total was over 900 because the alternator wasn't covered. We then told the guy this who isn't the guy that we've been told was handling all of this and they come back and say they took care of the price and they didn't know why it was on there. I will never again recommend anyone to this dealership nor will we be back for any services. Quite literally the worst experience I have ever had. More

Huge shoutout to John S, one of the service managers. WOW and a huge thanks to him & his team for all the help with my vehicle last week. My crosstrek needed some warranty work & I live an hour away from WOW and a huge thanks to him & his team for all the help with my vehicle last week. My crosstrek needed some warranty work & I live an hour away from the dealership & can’t drive right now due to some health problems. He arranged for my car to be picked up by one of their staff and they absolutely took care of EVERYTHING! Can’t thank them enough! I don’t usually do reviews but really needed to for this!! More

The worst service and management - we brought our Subaru in while under warranty because it was burning oil. They replaced a part and charged us for it without running the actual diagnostic test. When we re in while under warranty because it was burning oil. They replaced a part and charged us for it without running the actual diagnostic test. When we returned because we were still having an issue a few months later (just out of warranty at this point by 1000 miles) they decided to run the diagnostic test then, with no explanation as to why they didn't do it the first time, and now want to charge us 5000-6000 to fix the problem. They have been stringing us along for months now telling us they are trying to do everything they can to help us with the warranty since we originally brought it in before the warranty was up. The manager doesn't return calls, you have to actual drive there to talk to them. They told Subaru that we're missing service records we've already provided to them. They told the claim service agent we're working with that they are going to help us out, meanwhile telling us they aren't. When the claims agent called the manager to ask why it was being denied, the response was that they couldn't tell us or her - despite the fact that they work for the same company. Seems like they charged us for something that didn't need to be replaced, pushed us out of warranty, and now they are just trying to ignore us and the claims agent? They have had zero response as to why this was handled the way it was or why they didn't run the full diagnostic in the first place. Awful experience, awful management. We would not recommend this place, nor would we return. More