Subaru Service Center Reviews Summary

Customer Service

Pros:

• "Kathy Aimer is outstanding in terms of her level of professionalism and dedication to customer service."
• "Everyone is always polite and responsive to any questions."
• "The personnel at Ertle are courteous, professional, and add special, little touches to make their customers feel appreciated."
• "Definitely recommend them!"
• "I will always recommend Tiffany she is by far very professional and has the customer interest on hand."
• "All staff are extremely friendly and welcoming."
• "Tifany the customer relationship manager was superb in the way she kept me informed every inch of the way!"

Cons:

• "Lower rating is due to 'higher service rate issues' mirroring what many Ertle Subaru Customers are sharing online in regard to 'Geographic area' they are located."
• "No attempt was made to even approach me on the lot by any sales associate as I browsed."
• "Tells you one price on the phone and when you go in person is something else."
• "Ertle Subaru's charges were significantly higher than the average market rate for this particular service."
• "However, I always feel like they charge me an arm and a leg."
• "The final bill was a little more than expected because an advertised price for tire rotation wasn't factored in."
• "I was quite disappointed with the final bill and felt that I was significantly overcharged for the service provided."

Quality of Service

Pros:

• "They provided a loaner vehicle for my use, kept in touch with me about the necessary repairs and the service time required, and had my vehicle ready as soon as I arrived to pick it up; it’s running perfectly now."
• "They’re honest, priced right, and they communicate with you every step of the way."
• "Kathy and her amazing mechanical group Dan P and Josh approached the most difficult electronic problem with no-excuses, get-it-done mindset until they nail the problem and fixed it successfully."
• "I love the valet service, the attention the service manager gave to my concerns about trying to keep my bill within my budget."
• "They do a great job of informing you on what’s needed for your vehicle taking video and showing you your vehicle as opposed to just telling you and taking their word for it."
• "Ertle Subaru provided a free state inspection, free multi-point check of many car functions and aligned the front wheels when finding them out of alignment."
• "Ertle goes above and beyond to keep customers happy."

Cons:

• "They put the tires on and one had a slow leak. I asked for a tire rotation and balance... THEY DIDN'T EVEN TAKE THE WHEELS OFF."
• "We had a bad DCM but it took three visits and three car batteries before they figured it out."
• "I only needed a few things done, an oil change and couple other things and waited 2.5 hrs."
• "Bought car less than 6 months ago, today my 18 year old daughter takes it in for an oil change. Tiffany proceeds to scare my daughter telling her if she didn’t get brakes TODAY she better be very careful driving the car because it’s unsafe."
• "No one in the office helped mediate, make good or apologize for charging me work that wasn’t done."
• "Upon receiving my vehicle I had noticed my head unit was put back in with a few wires missing."
• "Shady business practices. Marked my tires before the tire rotation, and the service wasn’t performed."

Communication

Pros:

• "They brought me in on express service oil change, and expedited battery test which resulted in a new battery that day."
• "Vince texted me throughout the day while my car was getting worked on, to keep me informed."
• "Vincent Ashley demonstrated remarkable knowledge and efficiency in handling my vehicle’s service needs."
• "I received updates about my vehicle through text and was able to communicate back making the process extremely simple."
• "Tiffany was great at keeping me updated and informed with what services my car needed and when it was ready."
• "Tiffany set us up for a Friday appointment but when I told her that would be too late, she then asked when we could be there and set us up for noon the same day, which was Monday."
• "They also communicate with you every step of the way."

Cons:

• "I would stop in but my work hours are late and they leave early."
• "My only complaint was the long wait time for the car to be finished after I arrived for the designated ready time."
• "Made appt for 9 but was on the board as 9:30. Made the wait longer."
• "They do great work but that's a hefty bill they didn't fully communicate with me beforehand."
• "However, I will still be cautious with the service center overall, but gaining trust takes time and consistency."
• "Had I received a phone call from Ertle at 3:00 pm I would have gladly rescheduled. This is no way to treat a loyal customer."
• "I called to check in on Friday 440pm (they close at 5) because I didn’t hear anything from them. Whoever answered the phone said 'well they’d call you when it’s done, let me transfer you' with a bit of an attitude."