Ken Hanscom | Page 10

Great Service Experience I had been experiencing a recurring problem with my Tribeca and on the second visit was told to correct the problem that was in the transmission would I had been experiencing a recurring problem with my Tribeca and on the second visit was told to correct the problem that was in the transmission would cost me $1900. I had just paid $300 for new transmission fluid. Well the car wouldn't start again 3 later. It in the next morning and Ken Hanscom was on duty thankfully. He determined that my car did not have the miles on it to have this problem most cars would have over 200K miles. And I always service my vehicle with the dealership. He said he would talk to his manager. They both then got on the phone with HQ. Imagine my relief when Ken called and said that Subaru would cover costs because the transmission issue should not happen to a low mileage car! Thank you Ken, you have made me a loyal Subaru customer! More

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Special attention I visited the dealership on a very busy Saturday and all salespersons were extremely busy. The one person I did interrupt told me they had no Subaru O I visited the dealership on a very busy Saturday and all salespersons were extremely busy. The one person I did interrupt told me they had no Subaru Outbacks on the lot or in the showroom. I prepared to leave, but wandered in the direction of the service department to observe the atmosphere and staff for future reference in case I made a purchase in the future. It was then I met Ken Hanscom who gave me a great deal of information about the vehicle I was interested in. He made a loaner available for me to sit in and get an idea of the features of the Outback. I had had a severe accident two weeks before and had been told that the Subaru has a wonderful safety record. I feel that Ken sold me on that vehicle choice that day. I purchased the car at another dealership, but commit my service needs to Ken Hanscom and his staff. ?? More

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great immediate survice while traveling Ken Hanscom and the staff here were wonderful. They accommodated me while traveling for work on a Friday afternoon. I will be sure to come back here Ken Hanscom and the staff here were wonderful. They accommodated me while traveling for work on a Friday afternoon. I will be sure to come back here for additional service needs. Thanks! More

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Excellent service! I am indebted to Ken Hanscom at Herb Gordon Suburu. He has helped me take care of my 2000 Outback for over 10 years. I currently have 150,700 miles I am indebted to Ken Hanscom at Herb Gordon Suburu. He has helped me take care of my 2000 Outback for over 10 years. I currently have 150,700 miles on it. As an example last night I had trouble while I was driving. At 5:15 pm I called and talked to Ken. I told him what was going on (it smelled like something was burning) and he told me to get to my office (which was nearby) and park the car and have it towed to him. He wanted to make sure I was in a safe place. He told me that he did not think it was safe to drive it. I followed his instructions, and my car is repaired and home today. It was a good thing I didn't try to drive it any further. This is not the first time he has been helpful to me over the phone as well as in person. I am extremely grateful to Ken and to Herb Gordon Suburu mechanics for the excellent service I have received over all these years. I plan to buy a Suburu for my next car and hope to have Ken Hanscom be in charge of helping me with service for it as well. Thank you for your help all these years. More

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I am writing about my experience with the service department at Herb Gordon Subaru at Briggs Chaney Autopark in Silver Spring. I am a single woman in my 50s. I purchased my new Subaru Forester ther department at Herb Gordon Subaru at Briggs Chaney Autopark in Silver Spring. I am a single woman in my 50s. I purchased my new Subaru Forester there in 2010, and take it in for routine service. I have never felt patronized or uncomfortable in the service department. The facilities are nice (they moved in 2011 or 2012 to their current, new location), clean, well appointed, comfortable. The staff (Mike Senior, Mike Junior ane Ken) are genuinely nice people. It probably helps that this is a good product, so they probably have mostly satisfied customers, but in the hours that I have sat in the service room waiting area over the last three years, I have heard them deal with all kinds of customer situations, and these are good people who treat customers the same way they would want a family member to be treated. I wouldn't hesitate to recommend the dealership. More

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had heard many good things about the dealership being a first class subaru dealer with a great service department. its all true as a first impression and a first visit. they just make you feel at home and first class subaru dealer with a great service department. its all true as a first impression and a first visit. they just make you feel at home and that they just dont want to take all of your money.its the only subaru dealer that i have dealt with in the past few months that has given me this impression . they truly beleive the customer is first unlike some other dealers in the central maryland area. as ricky once said to lucy . its true lucy what you heard about them ... keep up the good job . well done by all. More

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I was looking at buying a used Subaru from a private seller when I decided to inquire whether or not the Herb Gordon Service Dept could help me out get all the facts first. Ken Hanscom was very pleasant seller when I decided to inquire whether or not the Herb Gordon Service Dept could help me out get all the facts first. Ken Hanscom was very pleasant and amenable to doing an inspection for me. He was quick to inform me after it had been done, and gave me the full run-down of the issues he found. I found it helpful that he took my personal situation into consideration when giving me advice. The inspection itself was very thorough and I appreciated that Ken took the time to personally go over it with me. More

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I would absolutely recommend this dealership. I have been going here for well over a dozen years now and the service on my Subaru Forester was fantastic. They have always been thorough fair, and honest been going here for well over a dozen years now and the service on my Subaru Forester was fantastic. They have always been thorough fair, and honest with me on anything that needed to be done on the car. Tonight I just bought a new Subaru Outback from Richard Cross at Herb Gordon Subaru. I was sincerely impressed with him. He was polite, never pushy, helpful, friendly, and easy going - not what you get at most dealerships in the sales department! I feel that I got an absolutely great price for my new car, a very fair trade in value for my Subaru Forester, and it was so quick and painless than I almost felt guilty leaving the showroom so early with my brand new car :) The process for getting a new car at Herb Gordon Subaru is very streamlined. Most other dealerships I have ever been to do a super high pressure sales jobs on a customer, but here I felt more like part of a big happy family. As a woman, this has meant a lot to me because I have had terrible experiences with other non-Subaru car dealerships for other cars I have had in the past and they tend to belittle women, not explain things when asked or emotionally/mentally run you over. But not here. From day one I have felt comfortable in getting my car serviced by them, so much so that I decided to get my new car through them. I can't believe I have a new Subaru Outback! I really loved my Subaru 2000 Forester but it was time. I would also like to say that Dave in their finance department was awesome too. He got me through the paperwork in record time. I feel that he led me through the maze of final options easily and got me the final options that were right for me like the extended warranty, maintenance, and environmental packages (I tend to hold onto my Subaru's for a long time). Also I would like to say that after going to this dealership for 13 years with my Subaru Forester that I would very highly recommend their Service Department, and in particular Ken Hanscom. He has never once led me the wrong way on any repair with my car and has always told me things straight up. He has given me already 13 years of great service. Example: I once had a squirrel eat the wiring in my engine and leave me some acorns in the the engine area as a reminder present. It took about 3 weeks to get the new wiring in only because it had to come all the way from Japan literally about two weeks after that major Tsunami hit Japan. He gave me a loaner car (free of charge) until the wiring came in and was installed. What could have been a traumatic experience at most dealerships was an awesome one at Herb Gordon Subaru. I am hooked to their service and I am looking forward to my next dozen plus years with them. By the way, if you have to get your car in for it's service, you can also make use of their convenient shuttle that takes you to the Silver Spring metro station or to your home/office in the morning and then later get the shuttle on your way back to the dealership in the evening. I couldn't recommend this dealership more highly all the way around. More

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These gentlemen are very professional and they really care about your experience. I came in for a repair and they were very attentive and caring. care about your experience. I came in for a repair and they were very attentive and caring. More

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I've been coming to Herb Gordon for nearly 20 years - first with my Dodge, and now with my last two Subarus. Even though it's a bit of a drive for me (I live less than two miles from a different Subaru D first with my Dodge, and now with my last two Subarus. Even though it's a bit of a drive for me (I live less than two miles from a different Subaru Dealer) I keep coming back for all my service needs. It's not about the coffee and donuts - although those are nice perks while waiting for my car to be serviced - it's really about the fact that all the service members, and Ken especially, listen to my concerns and do their best to explain any problems or work required and be honest and upfront about it. They've not once tried to upsell or talk me into unnecessary repairs, which constantly happens at other dealers. True, they are more expensive than independent shops, but they do the work right the first time, they stand behind what they do, and they really do look out for the customer. I can't recommend them enough. More

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