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Jamie had an associate (Candice)"get back with me" and... - rocpm
Jamie had an associate (Candice)"get back with me" and answered my question very accurately and professionally. I have since received the title to the vehicle
The Shelor Motor Mile Subaru facility was very clean and... - George
The Shelor Motor Mile Subaru facility was very clean and well maintained. The staff was professional and courteous. The service staff Brian, Cory and Casey were always ready to answer my questions and assist me with any service questions.
The two individuals that I dealt with were very friendly.... - Jeffreykauffman
The two individuals that I dealt with were very friendly. The service was completed in the time promised.. The dealership was clean in the waiting area was comfortable.
Top Reviewed Service Specialists At This Dealership
Subaru Express Consultant
Service Lane Manager
Great guy! Everytime i go get my car serviced karl takes... - gem757
Great guy! Everytime i go get my car serviced karl takes care of everything with my car. I like dealing with easy going people like him.
I called an advisor, Alexis Smith, and requested... - Jenn Arroyo
I called an advisor, Alexis Smith, and requested information on a Subaru. She informed me that she was an advisor, but would get me in contact with someone who could help me in our search. I am so impressed with how quickly she moved and we received a call within 30 minutes from a salesperson. Alexis’s attention to detail and quick response only reassures our decision to do business with Richmond Subaru. Thank you Alexis for excellent customer care and support
Excellent Customer Service - Roboman$$194@@
Helpful, friendly and professional staff. Almost no waiting time, and when the car is ready I am confident that my car drives like a new one.
Subaru Express Advisor
Set an appointment for a little service. Took our much... - BruceSimel
Set an appointment for a little service. Took our much loved Subaru in. Grabbed one of their bikes, just like I've heard advertised on the radio and rode the trail. When I got back my vehicle was ready to go. It was the easiest service I've ever gotten at any dealership. I can't remember specifically who I worked with so I'm giving everyone high marks. Thanks
Assistant Service Manager
The needed service was handled quickly. And it was... - rushg
The needed service was handled quickly. And it was discounted utilizing the coupon I had received. I love that the car was washed when the service was completed.
We had a recall and 18,000 mile service done while I... - Geezerglide
We had a recall and 18,000 mile service done while I waited. Also wanted a low tire pressure indicator checked. All were completed quickly, competently and professionally. I was informed throughout the process on the status and what was being done. Very satisfied with the service. We’ll be back!
Kelly was my service advisor and went beyond what I... - bspats99
Kelly was my service advisor and went beyond what I expected. She is a great representative of the service department. I will continue using this dealership.
Amazing Place for Business! Customer Service A+++++ &... - gilberto60
Amazing Place for Business! Customer Service A+++++ & another +++++. Chris LaPorte help us for the best deal. The people was very friendly and honest. No pressure.
The service I received was above and beyond my... - Fanderson1214
The service I received was above and beyond my expectations
Sales experience was not great. Salesperson drove me... - Scott
Sales experience was not great. Salesperson drove me around in a beat up 20 year old Jeep Cherokee to look at vehicle in a remote lot and cussed a lot. Finance guy wanted to play games with the interest rates. Service department was initially pretty good until the last time when they tried to charge us for the “complimentary” rental for a safety recall. It took them a couple extra days longer to get the parts in than we were originally told and they said we were responsible for the rental charges for those extra days. It took over an hour and escalating our complaint up the chain to get the charge dropped and they stated we wouldn’t be eligible for a “complimentary” loaner again in the future. No problem because we’ll never be back.
I’ve (somewhat unfortunately) had to visit BMW of Fairfax... - carguy2019
I’ve (somewhat unfortunately) had to visit BMW of Fairfax Collision Center several times over the past 18 months to have various body damage repaired. Every time the experience has been beyond phenomenal. While the quality and timeliness of the repairs is excellent, what really stands out is the customer service. Whether it’s been to push my insurance company to authorize having the car repaired the right way (rather than the cheapest way) or helping me deal with the results of my own inability to drive without bumping into stuff, the staff has always been professional, friendly, and very helpful. I normally wouldn’t look forward to visiting a body shop, but I always enjoy visiting the BMW of Fairfax Collision Center...BMW of Fairfax’s regular service center could definitely learn from them. Ian and Henry have both helped me, with both being excellent!!
Recall Notice - Jean Welch
I want to praise Jim McAllister, J. Malone, Jr. and Bob, 2nd shift mgr. for their outstanding help in resolving my recent problem. Excellent Job!!!
I have bought four cars from Browns' and always received... - AP
I have bought four cars from Browns' and always received a fair deal. The service department is excellent. During my most recent service visit, Browns' made the repair (refastening a loose exhaust heat shield on my ten year old Outback) for free. Terrific customer service this week, and always. I'll be back.
Reliable, fairly priced, intelligent service. Excellent... - MadDawg
Reliable, fairly priced, intelligent service. Excellent place.
My wife's brand-new 2005 Town Car has an integrated... - Skylaw
My wife's brand-new 2005 Town Car has an integrated Nav/THX sound/6-disc CD changer. The CD changer ate a disc, requiring replacement of entire unit. After the initial problem, the car was returned with LCD screen down - Nav & radio could not be used. I moved the LCD back into place to enable these features for the 3 weeks we were told to expect for the replacement system to arrive. My wife kept calling after expected delivery date of parts and was told repeatedly they were not in. At the 6th week, she was told the replacement unit had come in 3 weeks before. After the 2d appointment, the car was returned with the service invoice annotated "replaced and tested" and the eaten CD on the floor. The unit was not replaced at all - marks that had been on the changer face were still present. The changer would accept and eject CDs but would not read any of them - so much for "testing." On 3rd trip, my wife was told Cherner would install a new unit the next day - undoubtedly the one that should have been installed in the first place. The mechanic tried to blame problem on home - burned discs. Not so, all were commercial. When the unit was in fact replaced, all worked fine. I have many suspicions about an invoice that says plainly that an expensive ($3000 option) unit was replaced and tested, when it was very obviously not.
The car has an automatic trunk opener/closer. Soon after purchase, the trunk closer SLAMMED immediately after opening fully, hitting my wife's hand hard. Injury was not major, fortunately, but the trunk slammed hard enough to have taken a limb off or cause serious head injury. It shook the whole car, and bounced it on the suspension. The problem repeated every time the trunk was opened after first time it occurred. The cause was a torsion bar in the trunk mechanism that had become dislodged. Cherner's response: Don't put anything on the raised shelf in the trunk. It could happen again. Before the repair, I made a video of the trunk slamming 5 times in a row as soon as it fully opened, and hand-delivered it to the National Highway Traffic Safety Administration, together with a complaint. It's a safety problem of great concern, and "don't put anything on the shelf" is all Cherner can say.
Dealer-installed wheel well mouldings were not installed properly. One came off even before the car was delivered to my wife. On the last trip (for the nav system problem) it came off again and was destroyed in the dealership's car wash. The work is just sloppy and it is not checked adequately. Terrible quality control.
One "service" manager became extremely rude to my wife; she refuses to deal with him any more. The second manager has been an improvement, but the work in the maintenance bays is still awful.
We are looking for another dealer in the Arlington VA area; we have never had such bad dealings from any other L-M dealer in other cities (Tampa, FL, Sacramento, CA and Baltimore, MD). Most have been super. Not these guys.
Lack of cooperation or followup was evident even at purchase - it was a painful experience. Even at the front end, these guys don't know how to do business. We had our own financing, and it was a straight-cash deal - no trade. Price was fine ("employee" discount), but the delay tactics, unnecessary delays in getting the car out the door as my wife wanted it, and even the inability to get the sales people to credit the cost of the unused standard wheels against the cost of the upgraded wheels (which they insisted in selling at full retail) was a trial - although they did it after an hour of haggling and waiting. Although we found our car 10 minutes after coming onto the lot, it took four hours to complete the transaction on a straight cash deal!! Not a service problem, but part of a dealership problem - these guys just don't care about doing business or taking care of customers.
DEALERSHIP ENDANGERS CUSTOMER SAFETY - AVOID AT ALL COSTS - John
Tl;dr: Colonial Subaru does care about their customer's safety and refuses to abide by the recall procedure agreement (Document WTY-84R) that Subaru of America entered into with the NHTSA. They will waste your time, sit on your car for weeks on end without even looking at it, lie to your face (if you’re able to get a response at all), send you out in a loaner car with expired paperwork resulting in you being pulled over by the police and at the end of the day they still won’t fix your vehicle’s outstanding NHTSA mandated safety recall. Avoid them at all costs.
I will preface this by saying that my car is modified. I freely admit that and have been completely up front about what was done to the vehicle. I’m not some punk kid trying to scam the dealer to cover for my mistakes with warranty work. I’m a customer who is trying to have the manufacturer follow through with performing a safety recall for a defect that is 100% their fault (hence the recall).
I dropped my car off on 2/16 for valve spring recall. In preparation for this service I prepared a cheat-sheet for the technician outlining the modifications I’d done to my car and highlighting anything he may have to look out for when performing this recall. I gave a copy of this sheet to the service advisor and discussed the modifications with her as well as a Subaru technician who was present. Neither of them raised any issues or concerns. I even apologized for any inconvenience it may cause and offered to cover 2-3 hours of extra labor. Mindy commented “No problem, it’s YOUR car! You’re gonna do what you’re gonna do!”
*TWO WEEKS* pass and I don’t hear a word.
Finally on 3/1 I receive a call from Mindy who informs me that it will be $650 to remove and reinstall my modifications in order for them to perform the recall. Having done all the work on the car myself, I knew this was an excessive quote and I wasn't even sure I should be responsible for these charges given the paperwork Subaru filed with the NHTSA. I attempted to speak with Service Manager Ron Rose to see why he felt so much extra time was needed, however he refused to elaborate how he came to the $650 estimate, simply repeating that the car had to be stock to perform the recall.
I contacted corporate who agreed that an itemized quote was a reasonable request. They agreed to get one from Service Manager Ron and call me back with it on Monday.
Monday comes and I finally receive a call back from corporate at 7PM, Brian explained that Service Manager Ron refused to itemize the $650 quote since he won’t know what’s involved until he starts taking things apart. I asked how Ron was able to come to the $650 quote if that was the case and Brian had no answer.
I asked Brian if he was aware of any written policy stating the car had to be stock to perform the recall, he was not but insisted that was the case.
I presented Brian with written Subaru policy that states the exact opposite. Subaru filed document # WTY-84R with the NHTSA on 1/4/19 (Pictured below). This document states that “Nearly all aftermarket modifications can be worked around or removed to allow valve spring replacement to proceed. Contact the SOA Claims Team should removal and / or reinstallation of these customer modifications require significant additional time.”
SOA’s own instructions explicitly state the car does not have to be stock, and if it isn't to contact SUBARU for coverage of the extra time, not the customer. I believe this to be a material breach of the agreement Subaru entered into with the NHTSA. I've contacted the NHTSA and they have opened an investigation into Colonial Subaru and SOA. The investigation # is 11183548.
To make matters worse, they sent me off in a loaner car with a DMV “EMERGENCY PERMIT TO TRANSFER LICENSE PLATES” that expired over a week before they even LOOKED at my car. I had the pleasure of being informed of this after being pulled over by one of Henrico County’s finest and informed my plates do not match the vehicle to which they were registered. Thankfully I was only given a warning.
Avoid this place at all costs.
Awesome Service! I know all the service advisors and they... - Melissa G.
Awesome Service! I know all the service advisors and they are great. Scott has assisted me with car service for over 5 years. He will take care of you like you are family. Thank you Dulles Subaru! I am so happy with them all that I decided to purchase my new car for as my retirement gift! . Car salesman Mr. Sami is wonderful and I have known him for 5 years as well. As for finance.. Mr. Clifford is also awesome. Treating customers like family is everything. It's a win win all around, So happy! and safe thanks to Dulles Subaru.
I took my 2010 Subaru Outback to First Team on March 8,... - tjones91
I took my 2010 Subaru Outback to First Team on March 8, 2018 to fix an oil leak. They claimed the leak was caused by the oil filter being loose. They tightened the filter, but the oil leak continued. I returned the car to First Team on 4/6/2018, and they claimed the leak was coming from the oil pump. I paid them $752.56 to fix it, but the oil leak continued. After many more visits since then, they tried and failed to properly diagnose the leak. In the meantime, I paid them over $3,000 in maintenance and other engine related repairs, at their recommendation. Finally, on February 6, 2020, they claimed to have found the source of the leak to be a hole in the engine block. After that discovery, they tried and failed to fix the hole with JB Weld. Now they say nothing can be done to fix it.
The incompetence of First Team’s service center has cost me thousands of dollars, caused very much inconvenience and frustration, and left me with a car that is almost worthless, even though I followed all of their service recommendations. Trusting my car with First Team was one of the worst decisions I have ever made. Do not make the same mistake!
Umansky Subaru of Charlottesville