"It's complicated . . . "
I should be over the moon with Austin Subaru and my recent service experience: Craig in Service was kind and resourceful, I wasn't charged a penny for the work or they did to replace a gear shift plate that was malfunctioning on my 6yo Impreza, they provided a lovely loaner car so I wouldn't be without transportation while the work was being done, and the 45 minutes or so that I did wait for things to shake out and the loaner to be ready were entirely pleasant with the addition of a cappuccino and bagel provided (also free) by the awesome waitstaff at the cafe.
So why am I feeling reservations about recommending Austin Subaru wholeheartedly? Well, mainly because the service took a week to perform. When Craig and I spoke initially, he told me I really didn't have an option other than to leave the car with them, and they'd be happy to call me an Uber to get home, as there were no loaners available until the following week. I live in SW Austin, so it's a 20 minute drive, I don't have a second car, and Craig said they wouldn't even be able to get to looking at the car to diagnose the problem for 3 or 4 days. I asked if I could make an appointment to bring the car in when they could look at it immediately, and Craig said no, that would just put me at the end of the line again on that day. He said he could try to get someone to look at it today, and directed me to the lounge to wait for what I expected to be all day (I got there in the morning).
I have been in this very situation what seems to be every time I visit Austin Subaru--waiting forever in a very nice waiting area, with plenty of junk food to tempt me (not good), surrounded by well-meaning, very busy service and sales people. I had had the forethought to bring my knitting, so I pulled that out.
15 minutes later Craig returned to the waiting area to tell me that he had found me a loaner, and 30 minutes after that I was on my way home.
After not hearing from the service team, I had to call a few days later to check the status of my car. I got Craig on the line, and he apologized for not having kept me up to date. Apparently the part needed was on order, but it would be a few more days before it would arrive. I was a little confused, because I though they would want to ask first before actually ordering a part on my behalf, but I figured whatever the cost, I needed the car in working order, so. A few days later, Craig called to let me know the car was ready. I went in and traded out the loaner for my car, and was surprised that both the service and parts were provided for free. I'm still not quite sure why that was.
So I should be happy, right?
"Fast, friendly, personalized service."
In and out within an hour for State Inspection, oil change, and general maintenance inspection. Fast, friendly, personalized service - thank you Craig! Amazing comfortable and convenient waiting area. Very clean, wifi, power outlets, separate play area for kids with toys, etc. Coffee and snack bar with bartender. Love my Subaru, love this dealer.
"Excellent facilities but still expecting more."
I’m very impressed with the facility and service personnel but there were some things overlooked on my Crosstrek during service. The oil level was slightly overfilled and the washer fluid wasn’t topped off. I explained to the service advisor that the alignment was off on the car (pulls to the right/steering wheel off to the left), and that it had been since Subaru of Georgetown adjusted it. I was informed that it wasn’t after a technician drove it. I can take an iPhone video while driving and show you that it is. The technician is incorrect. I don’t believe in giving a bad survey or bad overall rating. I just want my car to be taken care of when I go out of my way to bring it to your dealership on a Saturday.
Other Employees Tagged:
- Robert Norris
Our Forester had a problem where something was draining the battery. They were able to locate the problem quickly. I was given a courtesy car to use at no extra charge, since they had to wait for the part to be sent. It took several days, over a holiday, but no problem with the nice courtesy car. The technician continued to test for any further battery draining during the wait. Thankfully, there were not any others. Craig was more than excellent, providing very attentive customer service with frequent updates.