Subaru of Ann Arbor Service Department

Sudipta Mukherjee

★☆☆☆☆

5 months ago

Very Disappointed with Service Ethics and Quality I had an extremely disappointing experience with Subaru of Ann Arbor. Either they employ very low-quality technicians, or they deliberately try to profit from customers by creating issues with the vehicles they sold. The car I purchased from them came with the wrong battery specification, which led to repeated replacements — almost every year from 2020. When the battery failed in Chicago, another Subaru dealer confirmed it was the wrong type and said they couldn’t replace it under warranty because it wasn’t eligible for Subaru’s claim system. I had to buy and install the correct battery myself in 2023 — and since then, I haven’t faced a single issue for over 30 months. This makes me seriously question how Subaru of Ann Arbor managed to “claim” battery replacements under warranty for 2020, 2021, and 2022. Even worse, they kept pushing me to sell the car back to them and buy another one, as if they were planning to profit again by reselling my used vehicle. Such business practices show poor ethics and a lack of customer care. I strongly recommend avoiding Subaru of Ann Arbor if you value honesty, transparency, and quality service.

Nathan Herr

★☆☆☆☆

4 months ago

Updating my review after getting a second opinion from the Subaru Dealer I bought my Impreza from. My dealer had no availability for an oil change so I figure, d while I was down in Ann Arbor, I'd get one at Subaru of Ann Arbor. My issue wasn't with the oil change, that went fine. My issue was with the service advisor taking care of my vehicle giving me a list of things that "really ought to be looked it either right now or at least soon", the most serious of which were my brake pads, which were "dangerously low", 3mm on the back pads and 4mm on the front. Mind you, this car is less than a year old, and they're trying to tell me I need a brake job. I called BS and when I took my vehicle in to the dealer I bought the car from for its 30k maintenance, my advisor made it a point to have the tech check my pads, and they were at 7 and 8mm, respectively, perfectly fine. Anything I say from this point is pure speculation, but it appears to me that the service team at Subaru of Ann Arbor bets on people not having a basic working knowledge of their vehicles in an attempt to overcharge and grift the customer, thinking that perhaps since it is Ann Arbor we're talking about here, that people just have the $$$ to throw around so why not just add a brake job here or a tie rod replacement there, surely the customer won't know, right? Suffice it to say, if my home dealer doesn't have availability for whatever needs doing with my car, I'll simply book it in at their earliest availability rather than have Ann Arbor Subaru attempt to fleece me again.

Cecelia

★☆☆☆☆

6 months ago

I would not recommend this service department. I have had so many issues in such a short time. About a month ago, I got my tires rotated and brakes replaced. Two of my hubcap covers came off immediately after service, and it took a lot of run around to get them replaced. When I brought them in to be replaced, it took significantly longer than it should have (by their own admission) and the work was initially not completed when I was told it was. Additionally, I had some other car issues and ended up taking my car to another mechanic, where I was told that my tires were in desperate need of replacement. This should have been brought to my attention at my Subaru service when my tires were rotated. I am so incredibly frustrated by the incompetence I have encountered.

Abbey Curtis

★★★★★

5 months ago

Everyone here is super friendly and they are always able to get us in quickly for service. They are knowledgeable and break everything down in terms that I am able to understand. We are very happy bringing our Subaru here!

Katie B

★★★★★

2 months ago

Five stars every time! We own two subarus and take them both here for all services. Friendly, fast, kind, and accommodating.

Killian Kerr

★★★★★

11 months ago

The service department is always fantastic! Matt is great and should get an award, recognition, and a gift! He always is honest with me, explains stuff well, and is very kind. I trust him with my car repairs and I know he will fix the problem.

Stacey Conrad

★★★★★

7 months ago

Passing through town on vacation, noticed I was missing a bolt and the skid plate on my Outback was hanging down. Just stopped to buy a bolt and the service tech said they could check it for me. Took a few minutes longer than they thought, but corrected the problem and got us on our way. Complimentary fix. Big THANKS to this service Dept.

Rachel Tafini

★★★★★

a year ago

Matt Shutes, my service advisor, has exceptional customer care skills. He made the process of diagnosing, filing a warranty claim and keeping me updated on progress. He made the experience a lot easier than I expected. Thank you Matt and Erik for taking care of my car and making sure I have transportation while she’s in there.

David Brawn

★★★☆☆

2 years ago

After a long road trip, which we began by leaving our 2022 Subaru Outback in someone else's garage for 16 days while we used their larger car, we returned to find that the battery in the car was completely dead (we tried 2 different battery chargers and the battery registered no charge whatsoever) . This posed several questions (given it had zero charge and wouldn't recharge, did I need to replace it? if I used my friend's car to go buy a new battery and installed it myself, would I violate the warranty? what happens to the electronics/software when there is no charge on the battery? etc.) Also, we were an 8 hour drive from home and bad weather was closing in, so we wanted to get a good start in order to beat the dark. I called Subaru of Ann Arbor and asked for the service department, explaining that I needed at most a 5 minute conversation. The woman who answered the phone was very nice, as she put me on hold and went looking for a technician. As it happened, they were all busy, which was understandable, since they had just opened. She said one would call me back ASAP. 2 hours later I called back and experienced the same thing, so she transferred me to a technician, except it was his voice mail. I left a message and was never contacted. So I contacted the local Subaru dealer in the city near me and was immediately informed that my warranty entitled me to Subaru Road Service, whom I then called. After two attempts, we eventually ended up taking the car to that dealer, who replaced the battery and did all the necessary ancillary work, which was covered by the warranty. Problem was, by then it was so late that my wife and I ended up driving through a howling rainstorm and arriving home at 2 AM. In the grand scheme of things, that's a small problem, but if somebody in the service department at Subaru of Ann Arbor had been willing to answer my questions for 5 minutes, we'd have been home before dark. This was disappointing, as we'd had good service prior to that. Please either empower the first point of contact for the service department to answer simple questions or emphasize that contact with customers via the phone (within reason) is part of a technician's job.

Austin Getty

★★★★★

a year ago

Aaron Stewart is a fantastic person to work with in service. He really takes the time to make sure your experience feels personal. He also took extra time on a Friday evening to make sure I had a vehicle to drive while my car was in the shop. 10/10 customer service!

Mateo Acosta

★★★★★

a year ago

I took my Subaru in today for express service oil change and tire rotation. I got in right away and drove away 30 minutes later. Matthew Shutes was my service advisor and was awesome. He walked me through the health of my car and explained to me very throughly what to expected in the future service wise.

Zachary Bokurak

★★★★★

a year ago

Serviced My 2018 here when I bought it new they were excellent and the staff was friendly. Moved away out of Michigan for 5 years and returned in a 2016 outback to have tires and an oil change and was suprised I was out the door in 1.5hrs. Fast and friendly service...they even damaged my rim slightly and pointed it out and took care of it free of charge and put me in a loaner car. Great customer service and honest!

Eric Culbreath

★★★★☆

3 years ago

I have had a decent experience with Dunning Subaru over the past 12 years. Service has been good. I really appreciate the parts department help with all my crazy questions and making sure I am able to get what I need. I do miss some of the old sales reps and people in service. I would recommend them to someone in need of service. The only complaint I might have is that the cost of certain services has increased.

Dmitry Mikhaylov

★☆☆☆☆

a year ago

I was a customer of Subaru of Ann Arbor for almost 5 years. They always had some issues with the service, but not like the last one. They surprised me quite a bit by making me pay for the service 3 times more than I expected. When I looked at the paper I found out that a few additional unnecessary works were added on top of the regular 30K mile maintenance. The total cost of service was over $900. Each aded work was marked as "CUSTOMER REQUESTS". When I raised the issue with the service manager he said it's a new practice to include all those works because they are all recommended by Subaru, and it was my fault that I didn't look at the papers before signing them. I disagree with this opinion and I don't appreciate this kind of attitude. Also I checked on the Internet, the price range for Subaru Forester 30K mike service is $300 - $400.

Shannon Taylor

★★★★★

2 years ago

Joshua L. not only offers great service but is also just a really great guy, and I would highly recommend you visit him and his team for any services to your vehicle! He really “went the extra mile,” and then kept on running. In all honesty, best customer service I have experienced, probably ever. Honorable mention: Michael, who was also super helpful when I scheduled my appointment.

Lon Lowen

★★☆☆☆

a year ago

I like the service people. They are helpful and friendly. Matt Shutes is a rockstar. I have no complaints with the front-line staff. The reason for the 2-star review is for Subaru of Ann Arbor Parts / Service Department ongoing practice of charging ~200% markup (from MSRP prices). They do this all the time whereas you can buy Genuine Subaru parts from another dealer for MSRP-like prices. For example, $24.01 for a cabin air filter from Hodges Subaru in Ferndale which is less than MSRP btw (kudos Hodges!). Subaru of Ann Arbor price? $78.74 which is a 227% price increase. And don't think that this price is that because of labor. It's not. That's not factored in here. Just parts. They do this all the time and take advantage of Ann Arbor area residents because SOAA is the only game in town. Who's to stop them? Just be aware that for simple enough parts that you can do yourself (like air filters or a battery) and if you want to pay around MSRP you may have to buy the parts yourself. It's fun and you can do it! Unlike some other Subaru dealers, SOAA will gouge you because they can. But be informed! And, I'll admit there are times I have to accept it because I don't want to drive to Troy or Ferndale when work needs to be done on parts I cannot install myself.

Sara Baksa

★★★★★

a year ago

I always have a great experience here when having my car serviced. The team is friendly and knowledgeable. Updates keep coming to you during the wait and it is helpful.