Wilkins Subaru has been one of the worst service experiences I have ever had with any car I have ever owned. On 6/2, while driving to work my Subaru developed a knock. I parked and then had the car towed to Wilkins Subaru on 6/3 where I was given a Jeep Compass loaner while they investigated if my car was covered under warranty (it was). My service advisor Miguel only contacted me once to inform me that I needed to fax him any receipts for maintenance on the car to help with the Subaru warranty process. Everything was going pretty normal until this point. After that a few days went by and I had to call to inquire about my car when Miguel informed me that my car wasn't even looked at yet. This was almost a week at this point where my car was just sitting at the service center. When a tech was finally free to diagnose the car, engine knock, they then ordered the appropriate replacement parts to replace the short block, turbo, and heads. I was never called once to be informed of any of this and never given any updates willingly, I always initiated the call and had to pry the information out of the service manager available. I contacted Subaru Of America to advise them of my situation and they then opened a case for me and contacted the dealership on my behalf. I then received one phone call update from Wilkins telling me the parts were ordered after SOA threatened them to do so. The parts arrived at Wilkins where my car was waiting for a tech to build the engine, but I wouldn't know as they never called me to inform me of any of this. Two and a half weeks later, after multiple delays, broken promised delivery dates, and multiple calls from myself and Subaru my car was finally rebuilt. I go to pick the car up (6/22) and Miguel is nowhere to be found and the person in charge just gave me a print out, keys, and tried to send me out the door. I was finally happy to have my car back and put the nightmare of Wilkins behind me or so I thought. On the drive home the car was extremely sluggish, almost no acceleration, and there was little wisps of smoke coming out of the hood. As far as the smoke, I think "New engine, oil on it, probably just burning off a random spill", I was wrong. I took the car to work that evening and on the drive home at around 8am the car had smoke coming out of the hood. I was able to make it home only to have oil spilling all over my driveway. I had to have the car towed in again (6/23) to be informed that they installed an oil seal without a spring so instead of sealing oil into the engine it just let it spray out all over my driveway (an issue that still has not been addressed). They gave me another loaner and that Monday I was able to pick up my "fixed" car (6/27). I have my car back and it is still not right after almost a solid month of it being at Wilkins. They refused to even acknowledge they did anything wrong until I had at least 1000 miles to break in my engine. I have opened a case up with SOA and they will be contacting Wilkins from now on. SOA is having me take my sti to another service center as they don't want to have to deal with Wilkins screwing up again. I would never take my car to Wilkins again as it was an absolute service nightmare and my car STILL ISN'T REPAIRED.
Just to summarize: It took Wilkins almost a month to replace my engine, they never once called me to give me an update it was always myself calling or SOA calling them and telling them to call me, after the "repaired" engine dumped oil on my driveway my car had to be towed back to Wilkins to be repaired yet again, the "repaired" car is now a shadow of it's former self with lethargic engine and spongy clutch. Hopefully SOA will take care of this as they don't want Wilkins anywhere near this.
Bottom line, don't ever go here for anything.
About a day after posting this review Robert Okopal, Wilkins Service Director, contacted me to get more info on my story. I gave him the run down and he offered to have me bring my sti back to Wilkins to have it looked at, but he made it very clear that they would only look at it with "real world machines" and if it tested factory they would give it right back to me as they wouldn't keep looking for problems based on me "having a feeling something isn't right". I told him I would consider it and left it at that.
After that conversation I called and scheduled an appointment at Herb Gordon Subaru in Silver Spring as I did not feel confident in Wilkins being able to quality check their own work. There I dealt with Bob Thompson who listened to all my car concerns (rubber coupler damaged, engine was sluggish/underpowered, and the clutch was slipping) and told me that his techs would test to see if my car met factory specifications and then we would go from there. The next day, after checking my car, Bob called me to tell me they were going to replace the rubber coupler between the top mount intercooler and throttle body and that the car tested to factory specs. I was glad that they would replace the coupler, but was very disappointed that my car tested to factory specs (making me feel like I was crazy). I told him that was weird as the car still did not feel right, he told me that they were going to physically inspect the car as well to make sure everything was working as it should be. Bob called me the next day with a list of problems that the techs found with my car, which explained the problems I was having with the car. Those problems are as follows: boot between intercooler and throttle body splitting, boot from turbo to intercooler damaged and clamp faulty, clutch slave cylinder hose misrouted and kinked, one starter bolt falling out, and other assorted loose bolts that need to be re-tightened to spec.
ALL OF THESE PROBLEMS WERE CAUSED BY WILKINS during the engine rebuild. The 2 air leaks made the car feel sluggish/under powered, the slave hose kink made the clutch feel like it was slipping, I didn't even know about the starter bolt pretty much falling out, and all the other random bolts that just weren't tightened and slowly working their way out to cause problems down the road. Herb Gordon techs were able to find all of these problems, get the ok from SOA to repair warranty work, and have my car back to me in a week (the majority of the time was spent getting the parts shipped). Now my car is back to, what I can feel as, normal!! FINALLY! Herb Gordon saved me a lot of headaches and Bob kept me updated almost daily on the status of my car. Hopefully my ordeal is finally over as the techs at Herb Gordon didn't have the time to disassemble the entire engine to make sure it was to spec. I can only hope that was all that was wrong with the car.
In conclusion, Wilkins screwed up my engine rebuild and Herb Gordon Subaru corrected all the problems they could find without tearing the car apart. I would never want to deal with Wilkins nor recommend them to anyone, Herb Gordon Subaru all the way!