Edwin Hernandez | Page 7

A stubborn problem w my ignition key sticking solved Edwin Hernandez, Service Manager, fixed an issue with a sticky ignition key that had been plaguing me for a long time. I had brought it in before, ha Edwin Hernandez, Service Manager, fixed an issue with a sticky ignition key that had been plaguing me for a long time. I had brought it in before, had the remote starter folks adjust it twice & no one could solve.it. Edwin took the car, worked on it until he resolved the problem and he was the only person who stuck with me, understood the problem and knew what to do. I am so grateful- love the car but was about to sell it. Edwin is truly dedicated to customer service & I've rarely met someone so committed to follow through until a complex on and off problem is solved. I highly recommend him. More

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Very good. Service is provided in a timely,professional manner. Personnel are respectful and the premises are spotless. You are kept informed while waiting,and a Service is provided in a timely,professional manner. Personnel are respectful and the premises are spotless. You are kept informed while waiting,and advised on service reccomendations. More

by NEDLOG177 Verified Customer Verified Customer

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105,000 Mile Service and Repairs for my Tribeca The ability and flexibility to to schedule and reschedule to my other needs was awesome and did not impact the staff's personable, attentive and profe The ability and flexibility to to schedule and reschedule to my other needs was awesome and did not impact the staff's personable, attentive and professional role and this level of service keeps me as a dedicated buyer of their truly amazing products. They listened to what my concerns were, followed up with prompt communications, and took the time to make sure I understood what their inspection reveled against my concerns. Further they, without asking, furnished me with a loaner car for the entire period, which while was longer than expected when I brought the vehicle in, was more than welcome knowing they were on top of all the issues. Thank you! More

by Vince D Verified Customer Verified Customer

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Communication needs improving Came in fix electrical problems in the dash board causing warning lights to go on. Job was done to solve the problem and hopefully the electrical pro Came in fix electrical problems in the dash board causing warning lights to go on. Job was done to solve the problem and hopefully the electrical problems won't haunt me. People were friendly but I'm still sour that the person that came out to install the after-purchase remote starter. That work looked bad, after he put it in and he trashed the front seat and left it. Showed up in a rusted, wreaked Kia SUV looked like he just took a big bong hit. I knew there was going to be trouble and there was. Clay needs to really understand who they are sending out to customers. The work was bad and the repairs left it in the shop 5 days having to call installers to come in twice to get the job done.. Thankfully they did give me a loaner and one day of that was a snow storm. The last thing is getting information. Had a call to Service manager not returned and when I picked up the car on Saturday I couldn't find anyone who knew exactly what was done to fix it or why. .I did get calls by Bob at the end of the day but that was to late to make accommodations with my employer to be able to come get the car. It's not good to not call customers back More

by MITCH.LUNSFORD Verified Customer Verified Customer

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Very nice folks Everyone there is very nice and professional and they made it a good purchase experience. We want to thank the management team member who told the fin Everyone there is very nice and professional and they made it a good purchase experience. We want to thank the management team member who told the finance department to get it done. This is our second lease at Clay and we had purchased two Subaru vehicles in the past. We won’t go anywhere else. Thanks guys! Jean & Martine More

by Jean & Martine C. Verified Customer Verified Customer

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Service and Repairs The scheduled maintenance and the additional repair work were thoroughly and correctly completed on the date specified. Service personnel identified t The scheduled maintenance and the additional repair work were thoroughly and correctly completed on the date specified. Service personnel identified the problem, obtained the proper replacement parts, and corrected it. More

by Henry Verified Customer Verified Customer

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Headlight replacement Headlight needed to be replaced, came in without an appointment, greeted well and it was completed within a very reasonable amount of time..I have al Headlight needed to be replaced, came in without an appointment, greeted well and it was completed within a very reasonable amount of time..I have always been very Happy and appreciative of the friendliness and professionalism shown at the visits in Norwood..keep up the great work..sorry I do not recall names very well.. More

by JNWALTER Verified Customer Verified Customer

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Awesome staff Every time I need service they are reliable and efficient. Always a pleasant experience. Lease is almost over and I will return for a newer model. Every time I need service they are reliable and efficient. Always a pleasant experience. Lease is almost over and I will return for a newer model. More

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Most dishonest service; lied about previous service done. I purchased a 2013 subarau crosstrek last year with 28,000 miles, the car and my service experience has been and continues to be so poor I would never I purchased a 2013 subarau crosstrek last year with 28,000 miles, the car and my service experience has been and continues to be so poor I would never again recommend this dealership again even though my husband and I have purchased 4 cars here. After returning several times last year within a week of purchasing my car complaining of the car shaking when the car braked and initially being told there was nothing wrong and then told the brake pads and roters were worn and given an invoice saying they were replaced. The issue was never completely resolved but a year and 10,000 miles later when then the brakes were now metal on metal we were told that the front brake pads and routers needed to be replaced and that last year the rear brakes and pads were replaced. When we picked up the car today I was told when I saw the service history that the rear brake pads and routers were replaced but only the front routers because the pads did not need to be replaced. After speaking with the service manager the story was confirmed only the routers were replaced and that this was common for routers to need to be replaced in 10,000 miles. I located my receipt from last year indicating that the pads and routers needed to be replaced because they were worn below an acceptable level. When I reached out to the service manager he said he couldn't know what happened since so many cars are serviced here. Being lied to 3 times in the course of 2 days and spending $600.00 on work that I don't know was even done before or done properly is not only dishonest but dangerous. Not only was I lied to repeatedly I was never offered compensation for poor workmanship if it was done last year. I will be following up with national subarau, the attorney General's office and the Better Business Bureau. Please beware of this service department, especially if they are repairing something on a warranty. Addendum: The service manager Edwin Hernandez was not in the day my car was worked on, instead I spoke with an assistant service manager as well as the service representative. Mr Hernandez, as a result of my posting my dissatisfaction did reach out to me. Although he also thought the job and receipt were coded wrong last year, he understood my frustration and continued questioning since the brake rotors failed so quickly. He at least treated me with respect, and offered an understanding and compassionate ear. I will try to use this service department again, but will deal with Mr Hernandez. I would recommend that any questions or concerns regarding service be addressed with Mr Hernandez. More

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