Ken Hanscom | Page 8

Fantastic Service!! I rarely give anything 5 stars these days, but hats off to Ken Hanscom and the team that helped me the day before our vacation. I got locked out of my I rarely give anything 5 stars these days, but hats off to Ken Hanscom and the team that helped me the day before our vacation. I got locked out of my car and couldn't figure out what the heck was going on. I called Ken and he throughly walked me through getting into my car and deteriming the cause of the problem- a dead battery. Ken stayed on the phone and until the tow truck guy came and gave me a jumpstart so I could drive to the dealership and get a new battery installed. It was late in the evening and after the new battery was installed, they went ahead and did my 40k mile tune-up. Our car was in top notch condition when we left for our trip the next morning. Thank you Ken for all your help. I don't know what would have happened with you. -Tamara Bouret More

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Herb Gordon Subaru My experience with Subaru has been gained over the course of over twenty years, and six vehicles. Each generation of Subaru motor car has included cu My experience with Subaru has been gained over the course of over twenty years, and six vehicles. Each generation of Subaru motor car has included current safety technology, as well as the reliability that comes with quality components and manufacturing. In the recent past, I have been very pleased with the availability of “Eye Sight,” blind-spot sensors and warning devices, and other enhancements that caused me to purchase replacement vehicles earlier that I would have otherwise traded in my existing car. The Service Department at Herb Gordon Subaru has consistently been at the top of their game. They have always been eager to correct any problems I have experienced. Over the years and several cars, I can attest that they handle routine service and maintenance matters with the same courtesy and enthusiasm as when the car was driven off the showroom floor. I choose to deal with Herb Gordon Subaru, which is not the nearest dealership to my home, because of the consistent good value I receive from my trade-in, the professional manner in which the financial transactions are handled, and the reliable, courteous, and accurate service they provide after the sale. More

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Very friendly and good quality service I bought my Subaru Forester from this dealer a couple years ago; the sales team was so great that I decided to try out their service department as wel I bought my Subaru Forester from this dealer a couple years ago; the sales team was so great that I decided to try out their service department as well. I have never been disappointed; everyone is very prompt and helpful, and the work is good. I'll probably keep coming back here for service as long as I live in the area. More

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Just had my oil changed at HGS Great experience with Vitaliy and the staff at Herb Gordon Subaru. It was quick, efficient and they washed my Legacy too. Thanks again guys, I will be Great experience with Vitaliy and the staff at Herb Gordon Subaru. It was quick, efficient and they washed my Legacy too. Thanks again guys, I will be back!! More

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Great communication and transparency. The way I describe my experience at Herb Gordon Subaru, Silver Spring is like going to see family literally with always a smile and attentive. The way I describe my experience at Herb Gordon Subaru, Silver Spring is like going to see family literally with always a smile and attentive. More

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Always the best personal service. I feel confident I’m receiving the best possible care and recommendations. Getting convenient appointments I’m in and out. I prefer to work exclus I feel confident I’m receiving the best possible care and recommendations. Getting convenient appointments I’m in and out. I prefer to work exclusively with More

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Excellent service! We had a problem on the road driving from Connecticut to Maryland when the check engine light appeared. We needed an oil solenoid valve which herb gor We had a problem on the road driving from Connecticut to Maryland when the check engine light appeared. We needed an oil solenoid valve which herb gordon had in stock. They agreed to fit us in the next morning. They took us promptly replaced the oil solenoid valve on passenger side and also replaced the rear brake pads and rotors. They had us out in less than three hours and we continued our trip to Florida. We were very happy with their service and how well they treated us. More

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Excellent Courteous Service Vitaly, Rodger, and Ken at Herbgordon Subaru are always courteous, caring, and provide excellent, quality service. They go above and beyond to help y Vitaly, Rodger, and Ken at Herbgordon Subaru are always courteous, caring, and provide excellent, quality service. They go above and beyond to help you with the service and repair of your vehicle and to get you the best and fairest price possible. More

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Great place to buy or service a car The folks at Herb Gordon made buying my car an all-around great experience. I used the build tool on the Subaru website and took the information in wi The folks at Herb Gordon made buying my car an all-around great experience. I used the build tool on the Subaru website and took the information in with me. I talked with Gary Grace and after a test drive and about 30 minutes of discussion I had decided I was going to buy the car, they just had to find it for me. They were able to locate a vehicle which had everything I wanted. Gary called me and gave me the price they were looking for - it was a fair price ($1,300.00 under the Subarau.com build price) and I felt that there was no need to try and haggle or shop around. I went back in spoke with him and Jason Withrow (the sales manager) briefly and had them order it. The vehicle arrived three days later, and the remainder of the purchase was a breeze. While the car was purchased with cash I still met with Marc Dorfman (the finance manager) briefly to discuss any additional services they could offer (such as an extended warranty). While I was presented with these options there was absolutely no pressure to purchase any of them. This was the first purchase I’ve made form Herb Gordon but the third purchase for my family. I'd highly recommend purchasing a vehicle from them – I know I’ll be going back when my wife’s car needs to be replaced. I haven't had my car serviced yet but my mom has been having her cars serviced at Herb Gordon for almost 20 years. She recently had an issue with her Outback burning oil and the service department went to bat for her and got Subaru to replace the engine even though she was out of warranty. One more thing: In regard to the CSI survey you will receive - I spent 13 years working in the car business. I know some will think I'm a plant or a shill and that's your prerogative. But as someone who's been on the receiving end of the survey you're sent by ANY manufacturer after purchasing a vehicle or having that vehicle serviced, please help the employees out and fill it out as 100% satisfied if you're happy with the INDIVIDUAL who helped you. The surveys don't affect the manufacturers - when you choose an answer other than completely satisfied/outstanding all it does is affect the pay of the salesman, the service writer, or other employees who helped you even when you're complaining about how the water coming out of the bathroom tap wasn't hot enough. More

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Excellent service, great communication Brought our car to Herb Gordon Subaru because all of the idiot lights were on, and also noticed a funky smell. Unfortunately, we figured out that rode Brought our car to Herb Gordon Subaru because all of the idiot lights were on, and also noticed a funky smell. Unfortunately, we figured out that rodents had done quite a lot of damage to the electrical harnesses and more. A mess! Michael Goodman coordinated everything with regard to these repairs- he made sure I had a loaner car, called me with the estimate and answered all my questions. He gave me a phone number to call if I had questions and he picked up that phone directly each time. No phone tag! No speaking to whoever might be available and waiting for them to figure out which car was mine and what it was in for. I even got automated emails and texts to update me, for instance when parts arrived. Very impressive communication all the way around. He even called me proactively to let me know that he hadn't heard from the insurance adjuster so that I could follow up rather than wait an extra day or two. When I picked up my car, Michael introduced me to the mechanic who actually did the work- he explained a bit more about the work done and again was available to answer any questions. We did hit a snag- most of the bill was going to be covered by my insurance company, and as of when I walked in the dealership to get my car, they had mailed the check to the dealership. Clearly this put the dealership in the less than ideal position of having to hold onto my car because my insurance company couldn't figure out a way to expedite payment. I certainly understood the dealership's need to be paid- after all, they had completed a 2700 repair and in far less time than the adjuster suggested it might take. Ken Hanscom, a manager there, not only offered me extended use of the courtesy car, he offered it to me at no charge, even though my insurance co does not reimburse for loaner cars! In the end, and on short order, Michael and Ken huddled with the Director, Greg Edwards, and released my car to me so that I would not be inconvenienced by an extra trip back to dealership. In other words, the insurance co came up short on service, and Herb Gordon Subaru employees not only did their job very well, they even covered for the insurance company's shortcoming. Long story short, we're keeping the service team at Herb Gordon Subaru and finding a new insurance company! More

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