Austin Subaru

Reviews 3

RU

Russ Garcia

"Truly exceptional!" - I experienced the best customer service I can remember in a long time. Joe Tonahill (in Service) and Lisa (in Parts) made my recent visit to Austin Subaru unparalleled. I went in to get my front turn indicator bulb replaced. I was able to be seen quickly enough, even though they were really busy on that Saturday, the Express Service is great! Joe gave me updates all along the way, making sure I knew what the status of my car was. While I waited in the Lobby (with wifi and coffee) I saw a sign indicating that Austin Subaru also does Vehicle Inspections. This was the goal for getting my indicator replaced, since my Inspection expires at the end of this month. Then I went back to the desk where Joe was, and asked him if I could also have my vehicle inspection added to the service list. He said absolutely and asked if my Insurance was in the car. He went to go look and I did not have it there, so he made a great suggestion! I was able to get a copy of Insurance emailed to me and then I sent it to Joe and he printed out two copies for me to keep in my car! Great idea, thanks, Joe! While I waited for the Vehicle Inspection and bulb to be replaced, I decided to see if the great service extended to the Parts Department, because I had been interested in purchasing a Bike Carrier for the top of my Subaru Outback Sport. I met Lisa in the Parts Dept. and she was super helpful! She was able to locate the proper Bike Carrier for the top of my car, and it was in-stock! I asked her if I could make sure it all fits, and install it there on the spot and then pay for it then. She said, of course! Then Joe let me know that my Subaru was done and they recommended that I replace my air filter. Since everything had gone so well, I asked if they could replace it for me, and they were able to quickly add it to the service list! And of course, they even washed my Outback for me! Then I took it back to the Parts Department and saw Lisa again. I took the Bike Carrier out to my car and Joe met me back at the car. I was having trouble installing it, so Joe came to the rescue! JOE INSTALLED MY BIKE CARRIER FOR ME! He was super helpful, I dont think I would have been able to figure it out on my own, thanks, Joe! I walked out more than happy from Austin Subaru! I got my turn indicator bulb replaced, vehicle inspected, 2 copies of my insurance, a car was, and a new bike carrier - all on the 2 year anniversary (to the day) of buying my Outback Sport. TRULY EXCEPTIONAL - Thanks, Joe and Lisa!

LI

Liz L

Go elsewhere. Don’t buy a car here and certainly don’t get it serviced here. I’ve been a loyal customer for 10+ years. For years I’ve heard the horror stories circulate around Austin about this dealership, but I’ve always come to their defense. I’ve never had an issue until now. After a misdiagnosis and extremely poor management, my car spent 44 days in the shop. Weeks went by without hearing from them. I never received a single call from Manager Lloyd Vanzant, even after I called him and left a message to discuss status! Apparently the original guy I was working with got fired and I was ping ponged around, again never hearing from management. After being served with an exorbitant bill (more than the value of my car!), I was finally granted a face-to-face meeting with Mr. Vanzant. I relayed my disappointment in customer service and how I felt taken advantage of, to which he admitted that I had “fallen through the cracks.” Despite all of that, he wouldn’t discount my bill $1,500, which I thought was reasonable considering the original misdiagnosis and the extreme inconvenience this caused me - a month and a half without my car! Not to mention that when they finally did put my car back together, it wouldnt start. WHAT?!! I drove it there!!! He refused to explore any more discounts to make up for the poor service and clearly didnt try to win me back. I even shared the horror stories I had heard from friends and one coworker in particular, who not only bought his car at the Georgetown Subaru dealership to avoid Austin Subaru, he now drives from Austin to Georgetown to get it serviced because it’s worth not ever having to deal with these guys again! I asked Mr. Vanzant if he’s really willing to perpetuate their poor reputation and lose a loyal customer of over a decade because of this. His response? “Well, that’s why Subaru puts two dealerships in a service area, so I don’t have to deal with you again and you don’t have to deal with me again.” Unbelievable! So much for loyalty. If you’re like me and skeptical of negative reviews because you’ve never experienced it yourself, watch out. Don’t learn a decade later that you should’ve avoided them all together. Clearly, being an ideal customer doesn’t get you anywhere with Austin Subaru management. Or does it? I hope they prove me wrong. However, I see on this forum that their customer service response is to call Manager Lloyd Vanzant. Well I tried. What happens when he’s the issue?

JO

Jonathan Barger

Updating my review to reflect the post-sale experience. Once your sale is complete, dont expect any sort of attention from your sales person. We purchased from Austin Subaru because they had the car we wanted. The sales experience was great. We had issues with items that needed to be added after the sale, such as tint, autostart and the Xilon (clear coat/scotch guard). They were eventually added, but either the order was entered incorrectly by my sales agent, Hadi Farasat, or someone at the dealership dropped the ball. My wife prepared to drop the vehicle off before work, pick it up after work and have all the work done in one day. The dealership was only prepared to install the tint, and nothing else. We received a loaner vehicle, so it was inconvenient, but manageable. Everyone makes mistakes. It was previously discussed that they would mail our license plates and registration once it came in since it is over an hour drive. About 3 weeks after the purchase, those items arrived and I received a call from the receptionist that they were ready. I contacted my sales agent, Hadi Farasat, if these could be mailed to me like previously discussed and he informed me he would take care of it. At this time I also noticed a small cover piece missing from one of my doors - nothing major, just a plastic cover that hides a screw in the door handle. He also informed me he would take care of it. Fast forward to August 6th and I have yet to hear from my sales agent, Hadi Farasat. I contact him about both issues and he says he will take care of them. I ended up calling the receptionist myself to have the plates and tags mailed, which wasnt a huge deal, but again - its after the sale and once they have their money they dont care. We have taken the car in for service at Gillman Subaru in Schertz and received better service even though they are making no money off of us (we received 24 months free oil changes with car purchase). We love our Subaru - its an excellent car. But I will never purchase from Austin Subaru nor will I recommend them to anyone. I am emailing my sales agent, Hadi Farasat, today to inquire about the small piece that is missing. Ill update my review with a status once I have one.