Elk Grove Subaru

One of the worst dealership service departments I've ever experienced. First and last time coming here. Their team in general is not very proactive looking out for the customer, you as the customer have to be proactive to get help, otherwise the service advisors just sit at their desks at their computer. Communication across the board is just very poor, lack of communication and incorrect information make for a bad experience. Brought my car in for warranty work. Red flag to start, it takes 30+ minutes to get checked in, and I had an appointment. After that is where the poor communication comes in to play. Received text message that they completed a multi-point inspection and found nothing from that inspection. It even included a video of the undercarriage of the vehicle, with no sound and no context. But I didn't bring the vehicle in for a multi-point inspection, I brought it in for them to diagnose a noise from the engine. The text message made no mention as to the status of the diagnostic for the noise. It did however include a lot of them trying to upsell on service like wheel alignment (even though the multi-point said wheel alignment was fine). I sent a text back asking some questions. Mike never sent me a text message back. I then called Mike and left a voicemail. Mike never called back. I called the dealership main number to connect service, the person who picked up said they'd get a message to Mike to call me back. Mike never called back. I called Mike again no answer, didn't leave a voicemail. I called back the main line at what was 1hr before the stated closing time on the dealership website. They then inform me that the service department actually closes at 5pm. I ask if I can pick up my car they say no it'll have to be tomorrow. They said maybe the hours were updated and the website wasn't. So long story short there, I have to find a ride home 30 miles away. Later that evening I left Mike a voicemail specifically asking for him to actually call me the next morning. Next morning Mike doesn't call, he texts, says the vehicle was done yesterday. We go back and forth where he's trying to make excuses like the phone system having a problem because he left me a voicemail (I have no voicemail). Finally my last text him requests to please have contact information for his department head ready when I pick my car up. His reply back was in ALL CAPS. Most people interpret ALL CAPS as yelling as do I. Get to the dealership to pick up the car. Once again, services advisors are there but no one is paying attention to the actual service desk. The way they are set up, they face outside not inside, but the service desk is inside, not outside... I know, makes no sense to me either. I see Mike he's with another customer, no one is checking to see if anyone needs help, so I just walk into one of their offices because I ain't got time for their tomfoolery. I let them know I'm picking up my car and Mike is the advisor. She goes to get my paperwork from Mike. And of course the contact information for the department head is not attached. So I ask for it. Eventually I ask to just speak with the department head since he's there. We go into his office, but it's pretty clear it's not gonna be information gathering/fact finding kind of conversation. I tell him what happens, doesn't write anything down or document anything. Gives me the standard/generic apology. And I go on my merry way. I will add going in and leaving his office I initiate a strong handshake, because I'm not here to make enemies, I'm here to give honest and objective feedback on a very poor customer service experience I just went through on my first ever use of their service department. Mike didn't come out of his office to try and clear the air. If he would have been, "hey if you can wait a few, let's talk, let's clear the air, I think we got off to a bad start..." that sort of gesture, I would have given him the time. Avoid this dealership

I had a very positive and smooth purchasing experience at Elk Grove Subaru. Valentino was courteous, knowledgeable, and straightforward, and I never felt pressured. Instead, I felt like he was working to create a purchase that worked best for my needs. When they were unable to secure the exact car that I wanted, they found a better option for the same price. It was by far the best experience I’ve ever had in purchasing a new car. I would recommend Valentino and EGS to everyone,

I had such an amazing experience at this Subaru dealership! Marissa went above and beyond to provide excellent customer service. She was patient, professional, and took the time to answer all of my questions about leasing my new Subaru Crosstrek. Thank you Marissa & Rylee. I couldn’t be happier with my Crosstrek or the service I received!