Prestige Subaru

Reviews 4

A

A Private User

I bought my first subaru used last year and brought it to Prestige for a pre-purchase checkup. They told me that it had a few problems, like a leaky head gasket, but that it was still under warranty for a few weeks so it was OK to buy it. So I did. When I brought the car in to get the work done the next week, it turns out the car was not under warranty. After getting a bit upset with folks there, they finally agreed to do the work for free. About a week after they did the work, I was driving to Chapel Hill and two belts fell off my car. Turns out the harmonic equalizer was bad. Coincidence? Its possible that it just went out and the timing was suspicious. But Im inclined to believe it had something to do with the work that was done the week before. I consulted around to other subaru dealerships and found that the harmonic equalizer does indeed come out during a head gasket repair. Without having any evidence, I feel they probably did a rush job b/c the work was free, which ended up costing me $400 at the dealership in Chapel Hill. 2 weeks ago I had to order a new rear-view mirror. I paid upfront over the phone. A week later I still had not heard from them so I called the parts dept. Turns out the part was in they just hadnt called...were they ever going to? When I stopped by to pick it up at 5:45 one weekday afternoon the parts department was closed and NO ONE in the dealership had a key to get me the part. So, I guess if there was fire in the parts department, no one would be able to get in to put it out? My guess is they have a key, they just dont have a system in place for getting parts to paying customers after 5:30. 5:30? Its not like I ambled in at 8:30pm expecting service... Today I tried calling the service dept with a simple question about replacing fuses myself for the license plate lights. I was on hold for quite some time before being dumped into the service managers voicemail. I might expect to get treated this way at your local mechanic (if he hates his customers), but arent we told to expect more from dealerships? Isnt that why they cost so much more--for the supposed competence and customer service? Id avoid taking your car here if you can. Why pay more to get poor customer service and questionable maintenance? Avoid the frustration Im feeling now and find another Subaru mechanic.

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LA

Larry Dolamore

I had only one key for my Subaru and needed another. I called Prestige to order and pay for the key. I guessed it would be pricey, and it was, but it was convenient to order it from the dealer. This happened on a Friday and I was told the key should arrive on Tuesday, after which Prestige would call to set an appointment to program the key(s). By Thursday I had not gotten a call from Prestige so I called them. The key was in! (why didnt they call?). I scheduled an appointment for the following day (today). Upon arrival I was asked by the service rep David "did they tell you there is a fee for programming?" I spoke with four people at Prestige along the way before meeting David and was never I told about the fee that is $80; over half again the price of the key. I wasn’t happy about this surprise and asked to talk to the parts/service manager Jack, at the very least to suggest that the parts/service departments should be adequately coordinated to disclose all pricing at the time of ordering. I find on-line reviews helpful and I often write them, but I thought it fair to discuss the matter with the manager before writing. He was at lunch but since I had to wait for the key programing to happen I figured hed return fairly soon. After no more than 30 minutes the service rep approached me and said I only owe $10.60, which is reportedly Prestige’s cost to buy a new code from Subaru. Although I never saw the service manager he, or someone with authority, learned my situation and waived the extra cost. This was a good move because, even though I didn’t purchase my car from Prestige, it could happen that I bring it to them for service. So it is obviously good to start a relationship well. In summary, the relationship started poorly so that would have earned one or two stars, but the dealer did listen and respond in favor of their customer so four stars. I would give five stars if I had been told upfront about all costs and the dealer had called me when the key arrived.

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JE

Jenna LeVan

I am a little disappointed by this dealership. I overpaid for an outback with 70,000 miles on it, but I fell in love with the car and my salesman convinced me that I wouldnt find the quality and service elsewhere. To ensure I was covered if something went wrong, I purchased a 4 year warranty which supposedly covered all non-wearable issues such as a/c, transmission, etc. Sure enough, 6 months later my driver-side window stops working and is stuck in the down position. I call Prestige, and they cannot see me for 3 weeks to run diagnostics to determine whats wrong. They recommend that I use painters tape to seal my window shut. They also warn me that if for whatever reason its not covered, they charge $95 an hour for diagnostics. Im not worried, because power windows is the first bullet under my warranty coverage. Now Im driving around in my new car with a saran wrap-taped window. Every time I left the car in a public lot, I had a fear of someone breaking into the car and was never at ease. When I finally bring my car in, they determine the window switch needs to be replaced, but they do not have the part in stock and need to order it. The warranty company, which unbeknownst to me until now, is a separate company from Subaru, had agreed to pay 50% after a $100 deductible. So I immediately feel that I was lead into purchasing this warranty by false advertising. I agree anyways, feeling I have no other option. They order the part and called me a few days later telling me the part has arrived and their next appointment isnt for another 3 weeks from now. So it has been 6 weeks (of summer) that I havent been able to use my drivers-side window before it could be fixed. Moral of the story is dont assume the warranty will "cover" you for unknown problems, and dont expect the autoshop to see you any time soon if your car develops a problem. Other than that, they do have a great selection of vehicles, and their staff is pleasant, helpful, and welcoming.

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L

L Stump

They have given me the runaround so much. I had an engine replacement through a lawsuit with Subaru. Afterwards, I experienced transmission trouble, and my check engine light came on. Prestige claimed it had NOTHING to do with putting the new engine in, even after my regular mechanic confirmed that air bubbles could have gotten into the transmission during coupling, which is no big deal, just needs a transmission flush and service. But Prestige was so adamant that it had nothing to do with them (nevermind that they had my car torn apart just days earlier). With my check engine light, they wanted to replace the catalytic converter and sensors. I didnt have that done, because I didnt have the money for it. A few months later, my car wouldnt start anymore, and I took it to a local shadetree mechanic. Within a couple of hours, he had the problem diagnosed as a simple battery terminal connection, and I paid $10 to have it fixed - which also fixed my check engine light. He saved me almost $2000 that Prestige wanted to charge me for a problem that didnt even exist. Even with customer service, they are horrible. Their receptionists are rude and unhelpful. I tried for 3 weeks to get in touch with the service department about my check engine light coming on immediately after they replaced my engine. THREE WEEKS. When I finally showed up unannounced to their shop, they confirmed that they had indeed received my 5+ voicemails, but "they were really busy with other customers." FOR THREE WEEKS, as if I werent as important as all their other customers. I will try everything in my power to not take my car back to Prestige Subaru. They have ruined me on their specific dealership, as well as other Subaru dealerships, and the Subaru brand as a whole.

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