I have been an Annapolis Subaru customer for 9 years and recently purchased a new 2018 Outback. I always considered the service that I received impeccable, but I have seen that level deteriorate in the past six or so months. There has been a very noticeable change in customer service since the service department staff changed. Most recently, the fuel door on my 2018 Subaru Outback would not open and I had only 1/4 tank of gas. I called Annapolis Subaru as soon as the service department opened the next morning and was told that I could not get an appointment until the next day. I explained to the staff member that I did not have much gas and was willing to wait for hours if need be. The staff member was very nonchalant and inconsiderate, not what I'm used to from Annapolis Subaru. At the very least, he could've pretended that he understood my concern. I scheduled the appointment, as I felt that I had no other choice, after being informed by the staff member that the closest dealer besides Annapolis, was 50 miles away. I hung up, immediately did my own research and found Herb Gordon Subaru in Silver Spring, Maryland. Much to my relief, Herb Gordon's staff realized the urgency of my situation and asked when I could bring my vehicle in. I took my car in immediately, had my fuel door repaired, and they even had a technician check under the car for a burning odor that I was concerned about, which turned out to be nothing. This was a simple fix that took 15 to 20 minutes, I arrive at 10am and was on my way by 10:25 or so , After this last experience with Annapolis Subaru, they will no longer get my business. I cannot patronize an establishment that does not value their customers. Herb Gordon Subaru is quite a distance farther for me, but it's well worth it for the level of service that I received. Sometimes the principle is more important than convenience. (The only question below that applies to me is the recommendation, which is an resounding no.)
Talk to Ed!
I live in Alexandria, Va. Annapolis Subaru had the lowest price for any dealership within an hour drive from me. I called no less than 15 Subaru dealers and as one would expect, it was quite a mixed bag. Dealerships did the old bait and switch, refused to give quotes, and overpriced initial offers by a long shot. Annapolis was a more pleasant experience, probably because of our sales rep, Ed Rucker. Apparently Ed has been with the dealership for well over a decade. Ed was straight forward and worked hard to get us the car that we wanted quickly, working with us over a number of days. At one point in the car search we had a miscommunication, likely because myself, my wife, and Ed were all having separate conversations or had taken something for granted that the other party missed. Ed was quick to resolve the issue, remaining professional in what I expected to be a difficult turning point. If you are looking for a Subaru and want a dealer that will treat you right and give you a great price, then Annapolis is the place to go, and Ed Rucker is the guy to talk to.
Disorganized and arrogant
I submitted an online request through their website and the internet sales person contacted me almost immediately. I told her my preference was to communicate via email and not be harassed by phone calls. I didnt hear back from her for a day, and low and behold, she started calling me. I didnt answer the call, so she must have gotten my email after the fact and responded to that. I explained what I was looking for and what my budget was. She sent me a few vehicles that matched my criteria and I decided to go with one in particular. I then requested a bottom line number. I didnt hear back from her for more than 24 hours. She replied with the agreed upon number and I told her I could be there the next day to close the deal. Again, crickets for almost 2 days. I proceeded to head to the dealer anyway on a Saturday morning and asked to speak to someone else, because I was a bit perturbed that the original online sales rep was so slow to respond. As I am at the receptionist desk she (the original online sales rep) came out and introduced herself. I was taken aback because I requested someone else and it was awkward for us to stand there in front of everyone and have to tell her why I wanted someone else. She proceeded to tell me Im sorry I didnt back to you, I dont work on Fridays. Really??!!! You are an internet sales rep and you cant even answer a simple email, to close a deal???? Couldnt have setup an out of office response to let customers know you dont work on Fridays??? I was then introduced to a different sales person, who was very professional. I asked to test drive the car that I chose online and made, what I believe, was a contractual agreement. She then proceeded to tell me that IT WAS SOLD ON FRIDAY. So that internet sales rep either lied about not working on Friday or she was selling the car to someone else. Total sham. Once I got over it, we proceeded to test drive another vehicle and discuss model, color, and price that I was looking for. They didnt have one in stock that I wanted, so I told the rep to contact me when the right model and color came in. Almost a week later she sends me an email stating that they have 2 vehicles in the model that I wanted and wanted to negotiate a price. Neither vehicle was remotely the color that I had requested. I felt like I was in the twilight zone. Not only did I feel shorted from the original vehicle, I was now feeling pressure to purchase one in a color I didnt want. I gave up. I went to a different dealer, walked in, purchased the exact model and color I wanted, and was out the door within hours. The way it is supposed to be. Annapolis Subaru was completely disorganized and, in my opinion, very arrogant in the way they do business.
Went in after working with Marissa in the internet department on a certified Outback. When I arrived for my appt everything went as great as my interactions with Marissa. She introduced me to Sonja who took over from there. Sonja was amazing; very easy to work with and made me feel right at home. I couldn't have asked for a better experience. Marissa, Sonja, Ryan and Bob in finance were all so helpful from start to finish. I highly recommend these folks for your next car purchase! Love my car!!!
Thank you, ED!
Ed went out of his way to get the car I wanted, but didn't even know I wanted, and at the price I was looking to pay. I'm thrilled with his service and would recommend him to anyone looking to buy or lease a Subaru!
5 weeks to deliver vehicle
I agreed, signed a deal and put $10k down to purchase a $25k used vehicle from Annapolis Subaru on 6/6/17, which included the delivery of the vehicle out of state. After +4 weeks, I still don't have the vehicle and it's difficult to get a straight answer on a delivery date from the manager of pre owned vehicles Ryan Crawford. I'm having to pay on the loan with no vehicle to drive and I have to make multiple appointments to register, smog and have a VIN inspection performed to complete the deal. Further, I was described as "a pain" in writing for inquiring at week 4.
i ordered a part online from this dealership yesterday morning and it arrived in the mail today! I have always found the service department to be extremely cooperative and customer oriented. They are honestly great!
I brought my Subaru in for some repairs. The employees were very courteous and helpful. They explained exactly what repairs were needed and the cost. In particular, the service manager, Doug Wright went out of his way to make sure my car was done on time and the necessary repairs were made. I would definitely recommend this dealership.
They know what they're doing
Since I bought my 2013 Outback I have been returning to Annapolis Subaru for service. From the beginning the salesman, Frank White, was incredibly knowledgeable about the car's features. He spent more than an hour helping me understand what I was buying. I purchased the maintenance agreement so have yet to pay for any parts or labor. I know this agreement will eventually expire but I do believe you get what you pay for. And I trust this dealership to provide good service at a fair price. Each time I go back for scheduled maintenance I am always welcomed cordially by Jimmy Massie and the work is done promptly. Recently I had a vent replaced under warranty. I also needed help pairing my phone to my bluetooth. Doug Wright the service manager accomplished that in 2 minutes, making sure I understood how to do it myself.(He also went to the trouble of searching around the dealership to locate an iPhone 6 cord to accomplish this. I didn't know to bring mine with me. I have to drive a bit further to go to this Subaru dealer, but they have always been professional competent, and friendly.
my Dad was right, You get what you pay for.
I live in Annapolis, called around to Pep Boys, Mr Tire for replacing front brakes pads and was quoted $169 dollars. Call Annapolis Subaru quoted $400.00 . So dropped my car off at Pep Boys, couple hours later got a call saying my brakes need more than pads. est $600 bucks. And need some type flush on the power steering. Drove over to Annapolis Subaru spoke to Jason at the service desk. He said it my be 2 hrs before he could get my car into the shop. He GAVE me a 2015 Subaru loaner car to use for Free so I could get back home. Called me 2 hrs laters, told me what I needed on the brakes. He was installing factory brake parts . Also changed my oil. I was out the door for 425 bucks. (life is Good) . And they washed my car. YOU ROCK JASON.
Service is Too Expensive
$800+ dollars for a 30K interval service is outrageous. They had the car a total of 4 hrs and the labor rate came to $550+. That's over $140 per hour assuming they work on it the entire time which they surely did not. Also recommended an additional $5000 dollars in repairs, when the trade-in value of the car is less than $3000. Will be looking for a local independent shop for future service.
15000. mile check $440.00 132. in parts $300. labor FOR ONE HOUR!!!
Watch out for tricky finance manager
Overall the sales person was great. She let me drive two models and was very knowledgeable. My issue is with the finance guy. My initial credit was good and I was assured by him that without even submitting the credit ap the finance guy was sure that he could get me 1.9% for 72 months. I was way upside down on my trade in and that became a factor as the sales person initially told me we could only use my income for the credit application. I was rejected due to the income ratio with just my income. I finally convinced her to ask if we could use my wifes combined income for the application, (she did not know that was possible), When she did they put in for the change with my wifes income added it was approved. The finance guy came over to the sales persons desk to introduce himself and to let us know it was approved. I pointed to the initial offer at 1.9% and asked was it the same terms. He stated exactly the same. When I finally got into his office after waiting an hour he tried to slip it by me that it was really 2.5%. I called him out on it and he said that was all they would go. Like a true dumbell I went for it and then stewed over it, kicking myself for not walking out right then and there. I was getting this car for my wife who loves Subaru and made a bad decision in the moment. NEVER AGAIN! Would I trust them again? NEVER. If you do use them be absolutely sure of what you are getting before you walk into the finance office and get tripped up as I did. I'm sure these are not the only ones doing the misdirection game so as they say, buyer beware!
Expensive repairs and cars don't last
We spent a lot of money at this dealership over 7 years for service to our 2002 Impreza. It is an expensive repair shop. We were told to keep spending the money; these Subaru cars last! After 150,000 miles they said "buy a new car" "It is not worth fixing". What?!? Many parts they put in our car failed, and they would make good on the failed parts until the car hit over 150,000 miles. Now, they blame the car, not their parts. A Mechanic told us Subaru knows many of their parts are bad but they are not backing them up when the miles get high on your car. A Hyundai can go 150,000 miles! Why buy a Subaru?! you can spend less money initially and save on repair costs by buying another car company's car.
Went to trade in one car for a slightly newer one. The salesperson lied and stated the appraiser wouldnt go far. I watched my car leave for about 10 minutes. Then when he came back, he repeatedly revved my engine and low balled me on my trade in by offering me less than half of what Kelly Blue Book stated it was worth. After I left, I noticed my engine was making a horrible noise (from being redlined at the dealership on the appraisal. I will never deal with them again! I felt belittled and they treated my girlfriend like she knew nothing about cars because she was a female. She knows more about cars than most MEN. I am absolutly furious with how poorly I was treated there. NEVER WILL I GO BACK!!!
Excellent Buying Experience -2009 Forester
My wife and I bought a new 2009 Forester from Annapolis Subaru, about 40 miles away from where I live. I solicited prices from ten dealers and got quotes from seven. Annapolis Subaru price quote was a bit better than the quotes from local dealers, they gave me a fair price on my trade, and they lived up to their price fully. The sales person and sales manager were curteous and helpful. There was no pressure for extras. I am a happy customer.
looked at a used car there. the test drive seemed fine, but the asking price was a little high for my budget. the sales manager said repeatedly that the dealership was asking a fair price because it was certified. i took it to a trusted mechanic for an inspection before purchasing. my mechanic said the dealership had actually called him to say an inspection wasn't necessary because the car was certified. after inspecting the car, my mechanic told me it had appeared to have been in a bad accident, that there was significant damage to the frame and it was worth the wholesale price at best. the dealership apologized and said they must have made a mistake.