Subaru of Rochester

One of the worst experiences I have ever had with a dealership. I had purchased my vehicle in February '25. Came in for a routine oil change end of November which took over 3 hours and was told there were several "leaks from the hoses" in my car that would need to be fixed. They then couldn't locate my purchase nor could they see that I had an extended warranty (they later found it after asking for help) I was told "it should all be covered" and to bring my vehicle back on December 1st at 10am. I get to the dealership on the 1st and my loaner wasn't ready, nor did it have gas. They took about 30 minutes to gas it up and put it outside where I had to put all 3 car seats into the loaner (I was told this vehicle was a 3rd row and could fit all three car seats which didn't work as I couldn't get to the third row without putting down seats in second row which you can't do with the car seats) The staff that were there when I dropped my car off were less than friendly and said nothing but pointed to the car when it was finally ready for me to take it. We went all week with no updates until Friday when we were called asking if they can order the parts. Why did my car need to be there all week if they hadn't even ordered the parts? They then ordered the parts the FOLLOWING week on Monday. Still no update so we called Wednesday and was told we would get a call back which didn't happen. We call again Thursday and someone FINALLY calls us back around noon and tells us it should be done by 5pm or for sure noon Friday. We were then also told we would have to pay $700 because there were things not covered under the warranty. Friday comes and we hadn't heard anything so we call AGAIN and were told that now there was an issue with the alternator (there was no mention of alternator issues when I had my oil change and where I was told about the other issues) but they said this will be covered. We go get the vehicle Saturday and were then told the total was over 900 because the alternator wasn't covered. We then told the guy this who isn't the guy that we've been told was handling all of this and they come back and say they took care of the price and they didn't know why it was on there. I will never again recommend anyone to this dealership nor will we be back for any services. Quite literally the worst experience I have ever had.

Subaru of Rochester sold me a used 2013 Outback in 2020, a model year with an open recall for excessive oil consumption, and did not disclose this. Subaru as a whole made it difficult for vehicle owners to get the short block replacement that some Outbacks manufactured in 2013 qualified for. The dealership should have done an oil consumption test before selling it. When I later experienced a catastrophic engine failure at 160k miles, they said they have no responsibility for this. Subaru of America said they won't help us because it is the local dealer's fault that they did not test or disclose. Obviously the car had some miles on it, but many people I know get 250k miles plus out of a Subaru. Not only will I never buy from this dealership again, I will never buy another Subaru. Completely unethical. Not feeling the "Subaru Love." I am so disgusted.

Huge shoutout to John S, one of the service managers. WOW and a huge thanks to him & his team for all the help with my vehicle last week. My crosstrek needed some warranty work & I live an hour away from the dealership & can’t drive right now due to some health problems. He arranged for my car to be picked up by one of their staff and they absolutely took care of EVERYTHING! Can’t thank them enough! I don’t usually do reviews but really needed to for this!!