Austin Subaru - Service Department

"Our family has been coming to Austin Subaru and using its Service Department for nearly 7 years, and we have always had the same experience: friendly, transparent and expeditious. In a city that has A TON of Subarus, Austin Subaru somehow continue to keep high quality service at the forefront. In addition to the great service, I recently bore witness to an unruly (unjustifiably) customer who treated Service Staff and Management with disrespect and was threatening, but what stuck out most was how calm, respectful and polite Austin Subaru's Service Advisory Staff and Management remained through the entire interaction, focusing on how to find a solution that was satisfactory to the out-of-line customer. It was a masterclass in professionalism and customer service - my hat is off to Christopher Sutton and D'Undrae Harris!"

"I had an appointment today at the Georgetown Subaru to get my front and rear brakes done per recommendation from a previous service visit. When I arrived they had told me that the rear brakes were on a “nation wide back order” and they didn’t have them. I called Austin Subaru and they had the brakes in stock and they would able to fit me in as a walk-in. I rushed down there and I got checked in quickly. 2 and half hours later I was out the door with new brakes! I was told by my service advisor that my front brakes were still good and didn’t need replacing, saving me about $600! Without an appointment and right before a busy holiday, Austin Subaru came in clutch! Thank you!!"

"My service advisor is truly the best. For me the service department has improved 100%, they are doing a good job of setting expectations, keeping me updated when I bring the car in. I get estimates up front, txt messages with updates, plus links to the final invoice and videos of the vehicle inspection/checks performed."

"They handled our warranty repair with exceptional service. Very good communication and the mechanic did an excellent job repairing our car."

"So the amenities are nice, but why bother having appointments if the appointment times are going to get pushed back if you have a lot of walk ins? I had a basic regular maintenance appointment scheduled for 1:15 today. I showed up and tried to ask a question about a recall notice I got too. The guy who I was speaking with said I’d have to talk to my assigned advisor about that because apparently only your assigned advisor can translate the screen he was reading from if the person is their assigned client. So he tells me to go to the waiting area and my advisor Rosa will be along. She comes by and tells me it’s going to be up to an hour and a half until the car will be done. I ask about the recall, she says she will check and let me know. She disappears. An hour and a half later, I get a text that they have started working on my car. Mind you, this was the time I was supposed to be out of there by. I also still haven’t seen Rosa again about the recall. I try to find her to ask if that means they really just started on my car and about the recall and can’t find her. I ask one of the people up front and they say they will have to have a Rosa tell me (can no one there read a screen?). 20-30 more minutes pass and I get a notification that my car is done and my service advisor will be with me soon. I see her walk in and she beelines for someone else, talks to them for a second and leaves before I can get her attention. I wait another 10 minutes and realize I’m going to be late for another scheduled appointment so I went and asked the men at the desk for my keys. Guess what, they had to find Rosa. While waiting for Rosa, I ask how I can avoid this next time since I scheduled an appointment. The guys tell me how it really depends on how much walk I traffic they have because if they have a lot, it will push back the schedules appointments as they get busy. Ok, so why bother with appointments then? Shouldn’t the walk ins be pushed back? Or maybe create two tracks—one for appointments and one for walk ins but don’t make your appointments wait all day. The whole point of scheduling an appointment is so you don’t have to sit around and wait and so you can predictably schedule your day. Finally Rosa appears, and I ask for my keys so I can leave. She hands me a card for a complimentary car wash and says she will email the report. she starts to walk away with my keys in her hand so I ask for my keys again and she says they’re in the car. I point out she has them and she finally gives them to me and walks away. I drive to my next appointment, arrive late, and am told they can’t see me because I’m more than 10 minutes late. I also still haven’t received my report. Oh and did I mention I also was charged 1K over MSRP when I purchased the car and they said they were doing me a favor because their markup had increased to 1.5k between when I ordered and when my car arrived. Just go to Georgetown Subaru."