Subaru El Paso

We are incredibly grateful for the care and attention that we received from Subaru El Paso as they completely met and resolved our complex repair needs. We brought our Ascent on March 2, 2024 after a "Check Engine" light randomly appeared on our dashboard. What we thought would be a routine repair turned into concerning news: our transmission harness was leaking oil, contaminating our O2 sensors and requiring a replacement of the engine harness. Unfortunately, this required ordering parts that were unavailable and back-ordered. Our service advisor Hector Roman was incredibly responsive, keeping us updated on the order status week by week. The parts were finally available around March 28, 2024. Unfortunately, as they were installed, a deeper problem surfaced: while removing the engine harness, the mechanics found that the bulk head harness had also been contaminated with oil, requiring a full replacement as well. This is where our situation became more complex, necessitating the involvement of Subaru of America. A Subaru field engineer flew to investigate our case and a lot of back-and-forth was involved to fully solve this problem. The service representative kept us posted throughout the resolution process, culminating in the car finally being ready on May 10. We are nothing but thankful for the experience. Subaru El Paso's master mechanic informed us that our problem was a rare event, which explained the level of work necessary to properly fix the issue. Subaru El Paso's staff never dropped the ball, was incredibly professional, attentive to all of our requests and responsive to our questions. Honestly, it is a pleasure to see that this level of service still exists in America! I want to specifically thank a few folks who made this great service experience possible. First off, Hector Roman was a joy to work with, especially for his sustained diligence over many weeks. Lisa Pena (Service Director) was attentive to our case and called us directly with updates. Gilberto Rodriguez (Service Drive Manager) was gracious in providing a full technical review of what happened. Finally, Barbara Armendariz (General Manager) is worthy of much praise, for taking the time to hear our initial concerns, for building a culture of excellence in El Paso, and for embodying Subaru's brand to every customer. Thank you Subaru of El Paso and Subaru of America for a high-quality service and repair experience!