Service at Bachman Subaru

"I love my Outback, but I would never buy another one while living in Louisville. Bachman Subaru Service does not seem to have the adequate staff to serve the Louisville area. I scheduled a service visit to see if a front-end noise was something to be concerned about. The soonest they would schedule the visit was for about two-months out. A week before my appointment I received a confirmation call during which I asked them if they could change the oil during my visit. They said they would add that service. After waiting the two months, I received a call the day of the scheduled service telling me that they had run behind and needed to reschedule. After I pointed out that I had already waited for two months, they agreed to let me bring in the vehicle as scheduled and gave me a loaner to use while they checked my car. A week passed during which I received no communication. I finally called and was put on hold and then disconnected. I called again and was put through to service and it went to a recording. I left a message asking for an update. An hour and twenty-four minutes later I received a text apologizing for not updating me sooner and that my vehicle “is one of the next to be inspected.” FOUR DAYS later they texted me that they had sent a report to my email. The report showed a $175 service charge which I had not agreed to. I questioned them on this, and they texted, “Our apologies, it looks like that was not mentioned to you and will be removed.” Nice try. When I arrived to pick up the vehicle, I discovered that the oil had not even been changed as requested. They said it “would have been changed if the vehicle repairs would have been authorized.” I had not authorized them to perform $1,902.45 of repairs they were recommending. The next day I received a complaint from them because I had not topped off the fuel in the loaner car and because of this, “we are unable to offer this service to you in the future complimentary.” Wow!"

"First time using Bachman Subaru for service, as I recently moved to Louisville. Great communication with Kim setting up the service appointment. Excellent customer service & great communication by my service advisor, Brian. Matt was my master tech mechanic. He completed the two tasks that I came in to have checked out & completed quickly. It was a fantastic experience. I definitely feel secure in continuing with them for future service issues."

"When I purchased my 2000 Subaru Forester sport I also purchased the full maintenance plan. I was told that the Xpress was quick and convenient. That was a lie it is not convenient nor is it swift service. Be prepared whether you make an appointment or not to hurry up and wait anywhere from 2-4 hours. I’ve got one more service I have paid for, and as I sit here at the Xpress center for 2 hours. I’ve decided to forfeit my last maintenance of oil change etc. that I already paid for. I’d rather make an appointment with my family mechanic."

"Traveling across-country, and due for my 66k oil change. That went fine. They offered several extra services; I opted to have them clean corrosion from the top of my battery. It looked like they didn't do much more than spray the battery with a hose. I finally finished the job at home with baking soda and a toothbrush."

"Installed my remote start on my 18 Outback in great time and gave me a rental to take to work. We will definitely be back!"