Peter Sturm at Bob Rohrman Subaru helped me with the purchase of my second Subaru which was a 2018 Subaru Forester. He listened, advised, and even offered the use of a loaner car while I waited for my new car to arrive. He was available at all times to answer my questions and concerns. His knowledge of Subarus, professionalism and caring attitude has given me the assurance that he will be able and willing to answer any questions I may have concerning the operation of my new car.
I will no longer be taking my car here for any kind of service.
This service department is either understaffed, under trained, incompetent, or a mixture of all the above. In nine months of owning my car I've had zero problems with the car but dread routine maintenance here because the employees in service are unprofessional, the facility is disorganized and dirty (prior to the construction work that has the place a chaotic mess), and their prices are higher than most other places I've been.
Thanks Jeff Young for helping me get my new outback! You were so very helpful 5 star service all the way
I'm basing my review on my own experience working in and as a manager of a service department.
Wait times on the phone when calling for the service department are unusually high and personnel are sometimes terse or borderline rude when they finally answer.
Customer beware.
I had a bad experience with trying to get a core charge on a battery refunded. It took 20 minutes for the parts clerk to figure out how to issue the core charge refund in the computer system. Meanwhile, I'm standing at the parts counter. I finally get the receipt, give it to the cashier only to be told it's against company policy to issue cash refunds. I paid cash for the battery and expected cash in return. She asked if I had a card she could put it on, and I said no, I wanted cash. They finally agreed to mail a check to me for the refund, but the check had to be cut from the main office, which was closed on a Saturday morning. The supervisor told me he would get the information to them first thing Monday morning. It's been over a week, and I have not seen a check in the mail yet. I do not recommend this dealer, and will never do business there again, over $19.26.
The sales department are friendly and normally professional and have been a pleasure to deal with. This place is mere miles from the Subaru plant so they sell a LOT of cars, volume here is crazy. The sales team still manages to take time with customers and be friendly and professional. They are the dealer's saving grace even if only by luck. I promise you, if the dealer didn't have the volume of sales they do because of the locale of the Subaru plant they would be in serious trouble due to the lack of performance of the service department.
Update...the parts manager called me the day after this review was originally posted. He was not aware of there being an issue with this - one week after the return. He said it would be taken care of and asked if I wanted to drive in to pick it up or still have it mailed. I opted for the mail, as that was what I had originally requested. The check arrived on a Friday, two weeks after I returned the old battery. He offered discounts on other things, but I declined and said, "I just wanted the core charge returned." I still won't go back for anything.
Tried to make an appointment for having headlights changed on a Subaru Outback. Phone is always busy, online scheduling doesn't work, so I used the chat. I was assured that someone of the quality team would get back to me. Nothing happened, so I chatted again - now I was told that someone would contact me IMMEDIATELY... and nothing happened. Good thing there is Mr&Mrs Tire - great service, friendly staff and same-day appointments ;-)
If we hadn't had so many problems with this dealership already (most not even mentioned here) I may be more inclined to believe the staff and call it bad luck. But the lack of service and general problems with these guys has me always looking at the dealership with a raised eyebrow and it all results in one more check marked box next to Bob Rohrman. I will never set foot in any of his dealerships again, regardless of brand.
When one is waiting and waiting to be acknowledged while employees can be seen sauntering around the facility either playing with phones or looking bored, or in one case lollygagging, playing around with each other, it tends to make the viewer question the quality of personnel and/or management.
One more visit on behalf of my girl friend. After a year of trying to get an answer from the dealership as to where two $50 rebates are, we were informed suddenly after a year that the checks were delivered three weeks after the last referral, or about ten months prior. Multiple attempts to resolve the issue went unanswered in spite of promises made to check into it and after months we were informed the checks went out and have long since been cashed? No checks were received from the dealership for the rebates and we were basically told "there's nothing we can do".
Bob Rohrman Subaru is a US Car Dealer based in Lafayette, Indiana. Bob Rohrman Subaru is located at 1600 S Creasy Ln, Lafayette, IN 47905, USA.
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