"As you may know this is the second Subaru we have..."
As you may know this is the second Subaru we have purchased
from Crews. We have been pleased with sales and service of the first one so we bought the second one.
Millet, Tracie and Josh were excellent on this latest purchase. So we are very please with sales and of
course Jason is great on service.
Our issue is with the “Love-Encore” brochure indicating the Star Delivery Specialist would be in touch
before, during, after delivery and after the first service appointment to discuss questions. Well no one
reached out before or during. We made the purchase on 1/14 and delivery 1/15. There was no contact
from Star Delivery before or during delivery and we were in the showroom for a long time
I reached out to the contact we were given on 1/27 for an appointment. He responded on 1/29 that he
was taking appointments for the week of 2/8. I responded on how about 11am on 2/8. There was no
response so I reached out again on 2/4 for a confirmation but never received any communication in return.
We are seniors so maybe the feeling is we can drop everything for Crews and we made other commitments
for today. We have other commitments and are now covered up for the next 3 weeks. Including a second
covid shot tomorrow and a business trip to Atlanta. By the way the Atlanta trip was a reason we wanted to
take advantage of the Star Delivery. I will try and get a response from Star Delivery when we return.
This whole situation has been a shock to us since we had so much confidence in Crews and Subaru.
We even recommended them to several neighbors who bought new vehicles from your dealership. I would
recommend you not make a service commitment if it can not be met.
"Just wanted to say a huge thank you to Jason and the guys..."
- Chris Turner
Just wanted to say a huge thank you to Jason and the guys at crews Subaru service Department. I had initial complaints over a leaking radiator, but Jason and his staff went above and beyond to ensure my satisfaction. I truly am grateful for the response and professionalism shown today. 5 stars.
"They have always been so friendly and eager to please. I..."
They have always been so friendly and eager to please. I went in with a noise that could not be replicated at the time. They spent time and effort to make sure everything was perfect.
"CREWS Subaru ROCKS !"
CREWS Subaru Sales and Service is the BEST ! EVERY visit is a terrific experience ! The sales staff and service department are top in their field ! Everyone makes you feel like one of the family ! Even when I stopped by unannounced with a question about an alert icon on my display, it was no big deal and they checked into it for me ! I love this dealership and would give more stars if I could ! I will be purchasing from them in the future for sure !
"Always a joy..."
I've purchased three Subies from Crews Subaru and each time I'm made to feel part of a family. Most notably; Josh in Sales (and now in Finance), Miss Pam in Finance, Miss Linda in Internet Sales, Millet in Sales, Matt in Service (as well as Jason), and Shaun and Doug in Parts, and John (the Tech Guru, I call him) all have helped me assimilate the "Subie Culture". I believe anyone who visits will experience the same.
"Part of the family"
Subaru #2, process was easy going, everyone made us feel comfortable, no pressure, actually enjoyed the buying experience. Friendly and fun people to deal with.
I have purchased my last 2 vehicles from Crews and both experiences were stress free. Also the service staff is awesome! I loved the Outback but love my Legacy Sedan more!
"Very poor customer service "
For a place of business that advertises "world class customer service" I had expected much better.
On 02.25.09 I arrived at 3 pm for my scheduled(3pm) service(replacing 2 tires) and was informed it would be an hour wait.
90 min have passed still no car and no communication! So I start to look in the shop for my car . I see it on the nearest rack and 2 wheels are off and progress is being made. 10 minutes later it exits the shop and less then 5 min later its out front. I head out to talk to Matt he informs me that they where unable to reset the TPMS. I asked why they had not confirmed that they could complete the job before hand. At which point he rudely informed me that there was "no need and we don't do that". Clearly there was a need, or we would not have been talking about it. When I asked him about the delay he claimed the TPMS programming was the cause but, I watched the car drive off the lift and know enough about TPMS to know this is false. Matt and I where working towards a solution during or conversation but he never showed any empathy. In addition to the lack of empathy Matt made me feeling like a second class citizen, because I didn't have Subaru. He did so with comments like "I will never work on a Ford again" and "I have been working on SUBARU'S for x years and it's not a problem with them". Our conversation made me more irritated and upset instead of less. To put it bluntly I was really pissed off. That conversation end with me being TOLD I needed to speak about the matter further with Jerry.
My anger and disappointment:
I did as I was TOLD and spoke to Jerry. Jason over heard the conversation and very politely interjected with an offer of a loner car to which I agreed. Jason went with me to the service area to work out the details. He asked me to give my drivers license to Matt. I did so with an off the cuff remark to the effect of "I did just drive here". My remark may have been negative but correctly reflected my over all poor mood. My comment also reflected my irritation at being asked for something that I had provided twice already to the business(I gave my ID for the test drive and at the time of purchase). Matt returned my poor attitude in kind(never a good move when dealing with unhappy customers)
Matt then lectures me in a very condescending way about my behavior and hands me back my ID. After putting my ID away, Matt asks for it again and informers me, that do to my negative comment he has not taken the needed information the first time. xxx goes through my head, never as a customer have I been treated so poorly. In the interest of getting on with my very busy day I give him my ID AGAIN. In a rushed and rude manner Matt explains the loner car form and ends our interaction with "Sign here or don't take the car"
I know the schedule and the real world don't always line up but what's the point of an appointment if a less than 30 min job leaves me waiting over 90min? I am not in the auto repair business, but I can do math, I was billed 36 dollars in labor, average billing rate for automotive technician $95 per hour so less then 30 minutes of billed time. The way I see it one of two things happened, the shop lost money on the job or it was not started on time. Either way "world class customer service" would have improved my mood not made it worse.
We took our car in for an oil change and was treated so bad by the service mgr. Jason P. , my wife told me never to go back to that dealership for any kind of service or recall. To this day the owner hasn't return my email at all. This is not the type of dealership you would like to do any business with. Sale people are great but the management is very BAD. This dealer is very far from Excellent for service . Thank you.
The service at Crews Subaru is always quick and professional. No matter the problem, replacing a headlight to the regular maintenance I know they will tell the truth and not try to take advantage. in a word, extremely trustworthy.