Tucson Subaru - Service Center

Love-Encore With Darla Darla arranged an after hours appointment and waited patiently for me so that I could attend an owner's clinic. She helped me fully understand the te Darla arranged an after hours appointment and waited patiently for me so that I could attend an owner's clinic. She helped me fully understand the technology in my new Outback and made sure I got the most from my new car. I appreciated the one to one experience and the sense that every question I had was a good and important one. My confidence is better having had the love-encore session. More

Best Customer Service Experience Ever Recently, I had what was perhaps the best customer service experience of my life, thanks to the service team at Tucson Subaru. We were 4 days from lif Recently, I had what was perhaps the best customer service experience of my life, thanks to the service team at Tucson Subaru. We were 4 days from liftoff for our summer camping trip when they discovered a significant problem with our Ascent during a routine service appointment. They squeezed their own schedules to accommodate ours, and on the last day, they thoroughly checked out 2 wild goose chases I mistakenly sent them on, despite being super busy with other customers, and remained unfailingly considerate, thoughtful, caring and efficient the whole time. My gratitude to them all … and particularly their manager, Greg Scott … is boundless. This is a dream team, and they will have my business for life. Thank you. P.S. On a previous visit to buy some touch-up paint for my Ascent, Scott Buford of the Parts Department took great pains to explain exactly how to use the product to best effect. I really appreciated that. More

Good service, but the wait is ridiculous. This is the second time I've taken my car in for a simple oil change and waited forever for a service rep to come in process the paperwork. Both time This is the second time I've taken my car in for a simple oil change and waited forever for a service rep to come in process the paperwork. Both times I've had an appointment, but it didn't make any difference. This last time I sat in my car for 30 minutes waiting for a service advisor. They're building new workstations for service advisors, so I'll try them one more time to see if they've gotten their act together, and then I'm going someplace else. More

Excellent Customer Service!! I wanna give a huge shoutout to Steve Willis for being such an asset to Tucson Subaru! He made my shuttle experience a very pleasant one. He is a very I wanna give a huge shoutout to Steve Willis for being such an asset to Tucson Subaru! He made my shuttle experience a very pleasant one. He is a very personable person and made it feel like I was catching up with an old friend. I also want to thank john Petersavage, Scott Gregg, and Trent Nichols for always going above and beyond to find a solution when I come into Tucson Subaru. Thank you guys! Matt M. More

Fair, thorough, accurate Whether it is for routine service, purchase of accessories, or recall repair service has been respectful, prompt and accurate. The waiting area is pl Whether it is for routine service, purchase of accessories, or recall repair service has been respectful, prompt and accurate. The waiting area is pleasant and my service advisor listened and took into account all my concerns. More

2nd Poor experience in the same week. Please course correct. My recent experience with Tucson Subaru’s service department was again disappointing, and also again only highlighted by Marcos Rodriguez’s ability to My recent experience with Tucson Subaru’s service department was again disappointing, and also again only highlighted by Marcos Rodriguez’s ability to quickly assess, contain, and provide a best-course of action to navigate out of a problem caused a sensor failure. I contacted the service department at 4:00pm and spoke to Chris Valencia, I explained my issue, he asked if I’d please hold so he could ask another service technician who might know more about my issue, after several minutes holding, the system hung up on my call. I had to call back. I again reached Chris, he said the technician was busy at the moment and offered me a callback. I confirmed my name and number with Chris and asked for a time estimate, he replied “within 10 minutes”. A half hour had passed and I received no callback, during that time I had “check engine, hill assist disabled, and an eye sight failure” alerts appear when starting my vehicle without any apparent cause, so I chose to head straight to the dealership. This was my 2nd visit to the service department in the same week, and 6 days earlier my car was returned to me and had passed all diagnostics. I went straight to Marcos when I got to the dealership, showed him the alerts I was receiving and he asked for time to take it into the technician that had last worked on my car. I also let Marcos know I had been in contact with Chris and he’d failed his commitment to return my call for an hour so far, I asked Marcos to please let Chris know I was at the dealer and wanted to speak with him. Thirty minutes later, Marcos came to update me on the faulty sensor that had been identified, explained the estimate to repair, and I approved him to move forward. I again asked to speak to Chris, Marcos said he was busy with the Director. Another thirty minutes later, Chris came to find me waiting in the lobby and said he was asked to come speak to me. I recapped our 4pm call, then recapped the 2nd call when he gave a 10 minute call back commit, and then the fact that I had asked for him when I arrived at 4:45pm and now an hour had passed before he could find the time to come speak with me. Chris offered no explanation for the failed commitment or the exhaustive delay. I explained that it’s very frustrating as a customer when the service staff fails on simple commitments they’ve given, has no apparent sense of urgency to try to fix the mistake, and that Chris had left a customer waiting in the lobby to speak to him with zero communication for over an hour. During my long wait in the lobby, I saw Scott Gregg pass through at least two times. Makes me question if Chris was ever really busy with the Director in the first place? I just don’t get it. I am aware that Subaru has recently come under criticism for declining quality standards and various recalls. Previous to these recent events, I believed the Tucson Subaru dealer to be proud of maintaining higher standards, being customer focused, and taking accountability to deliver on what they commit. I understand that electronic component and production quality is out of the scope of the Tucson Subaru’s ability to influence. But the quality of treatment and respect given to customers with problematic vehicles is absolutely within the control of the service department staff at the dealership. This experience was a huge miss from my perspective, and there is no excuse for this level of communication breakdown that I’ve seen twice now in one week’s time. I have no recourse with exception that moving forward, I believe it’s best for me to go directly to Marcos for any further issues. More

Best Vehicle for My Family I have never had a car buying experience to come close to the stellar performance of all the staff of Tucson Subaru. While waiting for my Forester to I have never had a car buying experience to come close to the stellar performance of all the staff of Tucson Subaru. While waiting for my Forester to be serviced I was looking around the showroom and especially the new Ascent. Since my family size was doubling soon I felt the need for a vehicle that would accommodate more seating and still proximate the economy of my Forester. CJ Nichols pointed out the advantage of the lease program and I ended up taking home a new Ascent that I am very proud of. He didn't SELL me he educated me and Helped me reach a reasonable decision. He even pointed out options that I know would have decreased his commission had I chose to go with them . I chose to go with the Ascent and I'm glad I did. Long story short I couldn't have been better served. This is my third Subaru from Tucson Subaru and I can honestly say that I cannot see myself ever choosing another brand or another dealership. More