|Address:||71 Albany Turnpike, Canton, CT 06019, USA|
|Working:||8:30AM–7:30PM 8:30AM–7:30PM 8:30AM–7:30PM 8:30AM–7:30PM 8:30AM–6PM 8:30AM–5PM 11AM–4PM|
Gory back story: My 12-year-old Saturn blew its 4-year-old timing belt on the NY Thruway 280 miles from home. Took out the engine and steering - at 68mph, a very exciting experience. I got towed off and got home late Thursday (another adventure altogether). I knew I needed a small wagon or SUV, wanted reliability, and decided to start with Subaru. Made the appointment for the next day at9:00am. I dreaded the entire process as my last buying experiences werent all that jolly. The glimmer of hope I had was that Mitchell has been around forever, and several friends highly recommend them. But still... Nick Hurley was the all-star sales rep. He listens- actually LISTENS!!!!!!!!! Which was a total, complete shock- I wanted a basic smaller wagon type, good gas mileage, manual transmission, as few bells and whistles as possible. A Forrester was way too big, the Crosstek was a maybe, and the Impreza hatchback a distinct possibility. We decided to try an Impreza first, then if I didnt like it, we could go for the Crosstek. He pulled a demo model- 2013 Impreza Sport Premium, which had some exterior bling and a very basic interior- just my style (I can ignore the bling, Im not a guy). It handled beautifully, and Nick never, ever, not once, put any pressure on me to buy, buy, buy. He was perfectly willing to let me try, try, try, in fact. Not necessary- I decided on the car on the spot after the test drive. Ryan was the finance wing of the team and he worked with Nick to complete the paperwork then and there. I came back a few hours later and Ryan and (Greg? the business manager???) worked with me to add a couple of things- again, never any pressure, no sense of disdain for a woman, nothing. Very even- tempered, professional, low key, even. The whole team was polite, courteous, welcoming... and Im not even running out of adjectives! The training the sales staff has is phenomenal- whoever is in charge of it deserves huge points, and senior management deserves a big pat on the back for implementing it. Anyone looking for a car at a fair price should come here. I will tell everyone about my experience with Mitchell, and send them along without a second thought. My only suggestion is to put out warm chocolate chip cookies once in the afternoon or whenever is busiest. Why? I read research that said the scent of chocolate chip cookies warm from the oven puts most folks in a serious buying mood. Not that they need any help, but just a suggestion! ;-) Highly highly recommended- a pleasant experience all around. Thank you Nick & Ryan (And Greg!)!
Everyone is very keen and courteous. The problem lies with the vehicle. I spend more than 20 hours a week in my subaru commuting to work and back and one of the selling points, for me was Subarus integrated entertainment system. Pedigree of good vehicles; ergo decent integrated entertainment system, yes? If its industry standard then shouldnt the connectivity with other industry standard devices be second nature? Apparently this is not quite true. Device: iPhone 6+ with bluetooth Device: Crosstrek Age: Currently 10 months old. Heres my litany: Ive paired and unpaired my phone 49 times. Ive had Apple diagnose my phone 5 times - all green across the board. Ive restored my phone from factory settings 12 times - so theres a clean slate across the board. My music plays sometimes when the device pairs after I start and then sometimes it doesnt. Sometimes it plays music that I thought Id forgotten and then again, sometimes it remains silent. Sometimes it plays podcasts that I havent heard for almost a year and sometimes it doesnt. After taking a call, the music doesnt automatically begin - yet, sometimes it does! Try moving forward or backward in an album, 4 or 5 tracks and the interface freezes and thats it, no more music. Switch to radio and then in 5 mins switch back to bluetooth connection and its back - maybe. (The phone says the music/ podcast/ phone call is active but the car says otherwise.) National Subaru HQ informed me that an alternative was Apple CarPlay and that it was available for my Crosstrek but no one seems to know how to activate it other than the person at the National Subaru HQ. The starlink says "Invalid operation" when you try to activate it. Phone calls come in and then are not paired through the speakers when it states they are. Ive gotten to the point where Im compiling a spreadsheet of everything because its the only thing to do when you have to pull over and switch off the car and then wait for three+ mins to switch it on and hope that bluetooth connects (at least Siri is able to recognize voice commands other than in some dull robotic monotone voice!) So, my review: good vehicle, so far; great mileage; comfort and space for my needs. Everything else, quite honestly, sucks because I dislike getting into my car to go to and from work having to listen to iheartradio rubbish. The steering wheel controls for the entertainment system may work, but then again, may not. Back to my spreadsheet!
Not happy with the after service they have provided. I will keep it short. 1. 1st oil change - As the old gasket was left during oil change, it resulted in oil leak and I was left with no oil within few weeks. Had to rush to another Subaru dealer to get it fixed. Incident was documented for evidence that oil leak happened because oil change wasn’t done properly. 2. Massive Wind Noise issue on Legacy 2015 - There are two TSBs to fix the issue. When I went for the first time, it wasnt done properly and issue got much worse. Booked an appointment 2nd time, hoping this time, it will be fixed. I was at the service center before 8 AM i.e. appointment time. Even though appointment was scheduled for 8 AM, till 1 PM they didnt took the car in to fix the issue. I left around 1.00 PM and called them back around 3.30 PM and someone tells me that it wouldnt be done today and someone is working on it and they might need to keep the car. I had mentioned to them beforehand that I am driving out of state on Monday morning. So I went in and then one of the representative tells me that they would need to order the parts. It was clearly mentioned: "Massive wind noise" while scheduling appointment. Subaru had clearly posted 2 TSBs for Legacy 2015. If you dont have parts why schedule an appointment? If you arent working on it then why tell customers that you would need one more day to fix the issue and then tell to them at the end of the day, oh we dont have parts. Clearly shows incompetence of technical/service department. I was told parts would arrive by Wednesday i.e. within 3-4 days max and then I would receive call back. Its more than 2 weeks and I still havent received call back from them. I am still waiting for wind noise fix. Since last 8 months, I am driving this noisy car. It’s annoying, really annoying. After service from Mitchel Subaru is zero. (0 to 10 rating with 0 being incompetent in car industry) Sales = 9/10 After service = 0/10 That being said, I hold respect for Rich O. Nice salesman. I hope, he would work for some another dealer and I would definitely buy another car next year from him. You dont lie and play around with your customers and mess up oil changes and services.
I was very disappointed with my second and last scheduled maintenance appointment with Mitchell Subarus service department. First of all, my vehicles drop off took much longer than expected. Even though I had an appointment, am an existing customer, and arrived a few minutes early, it still took roughly 15 minutes to check in and another customer who arrived after me was in and out before my vehicles intake was complete. I had a 10:00 am appointment time for an oil change, tire rotation, and cabin filter change. Mitchell said they would call when it was done. My husband and I were in the area around 2:30 pm and figured they must have forgotten to call, so I dropped off my husband to pick up the car. It wasnt ready and I suspect not even worked on because Mitchell expected to need another 45 minutes to complete the work. Whats the point of making an early appointment if theyre going to take all day to do the work? We finally received a call that the car was ready at 3:15 pm, leaving us only 45 minutes to go back and pick it up before they closed the service department for the weekend. Once we got the car home, my husband informed me that the cars passenger brake light was out. After reviewing my paperwork, I noticed that a walk around inspection was performed and my husband should have been informed of the technicians results of the safety check and report card. I guess they dont check brake lights, and there was no safety check review or report card. We had our gripes with our Imprezas first service at Mitchell, but decided to try them again because they are the nearest Subaru dealership to us. We will not make that mistake again.