The service I received was terrible. I had some We Owe You’s from when I bought the car. It took forever to get ahold of people and to schedule a time to come in. Apparently, a time was scheduled without me knowing an exact time which I could have never made it to because of work. I thought I would either hear from someone about a time or call after work and go by. Thankfully I had work and didn’t just drive up in morning because they did not have the part that they needed for key and I do not live or work close by. I got a call from service department around the time of my supposed appointment time saying they did not have the part. Once I finally got a hold of someone, Katie, it took forever to hear back. She was supposed to call me back but never did and it took me following up days later to find out they had the part in. Finally an appointment was scheduled. I get there and get rental car. I had planned to stay within area because I was told by the guy that scheduled it that it would be done that day and I had somewhere to be that night. It was getting later so I called to find out when it would be ready and was then informed it would not be ready that day. No one had told me that when I was there. So I stayed in area when I did not need to that day and then was late for where I needed to be that night. I did not hear from anyone next morning about my car. I contacted service department/Katie and finally got a voicemail back mid day that they had finished there part and it was being sent to detail and that she would call when it was done. So again, I am assuming I would have my car back and need to pick it up before close so I was planning my afternoon/evening around that. When I did not hear anything I called and left voicemail for Katie. Needless to say I did not hear anything that night or the next morning. I called in morning and I believe it was LeJuan said my car was ready and could be picked up. So I drove all the way there but when I got there she was not able to locate the paperwork and/or keys.
I explained my terrible experience and LeJuan seemed to be trying her best to locate everything. She was also apologetic about my experience. Finally my car is ready but the seats were still wet and the car smelled very bad. They had to put plastic on seats for me to drive it home. I had to drive with windows down because of smell. I also had asked LeJuan for the results or report from having my car checked because of check engine lights being on and codes coming back. She was not able to give them to me as she said they were with Katie’s cars copy. I asked if they could be emailed and she said she would email them on Monday. She also said she talked to her manager and that he would be contacting me about my experience and that she would follow up as well. Monday came and went and I did not hear from anyone. I still have not received copy of vehicle check or an answer to why my check engine lights were on and codes came back. I have not had a follow up from Katie, LeJuan, manager, or anyone from Subaru. I had to drive in my new Subaru not knowing for sure that everything was okay with it to OCMD and WV which is an uneasy feeling. The experience was terrible all around. There was complete lack of communication, extreme difficulty getting in touch with people and scheduling service. Zero follow up and follow through. Ultimately terrible customer service.
"Great experience all the way around "
From sales to service this is a wonderful dealership. From my sales person Warren to the best service advisor I’ve ever had Kati, this has been by far the best choice or vehicle and dealership I could have ever made. Every person I’ve met here has been friendly, curtious, professional and helpful. I will tell everyone I know what a great place this is. Kati was so helpful and wonderful to deal with from setting up my appointment through the service and with a nice email after to make sure my experience was a great one. So in closing I can’t say enough good things about this dealership and the wonderful people who work here.
"Excellent experience with purchasing a new car."
- Coren Point
I want to personally thank Warren Fadden for his excellent customer service during the purchase of my 2018 Subaru Crosstrek on 2/3/18. Warren also went out of his way to ensure I had access to my trade in to gather a few items left behind and stayed late on 2/5/18 to ensure the transaction and pickup of my vehicle was completed.
"Straightforward, helpful, no games"
Responded quickly to my initial inquiry. No games - got back to me with a fair price. Didn't try to upsell me or force me to sit through sales pitches for things we didn't want.
- Subaru love
We left the Heritage Owings Mills Subaru dealership very unhappy with the treatment we received. The Catonsville location was amazing!! Warren is a great salesman, he went above and beyond to make sure we were completely satisfied. Every person we met in Catonsville was kind and helpful, the complete opposite of Owings Mills.