Sutherlin Subaru

They were very quick to respond to my inquiry. The car I was interested in had more miles than I expected and I wanted a V6 instead of the 4 cylinder. They followed up again.

Service was great, I made my selection on tires, however the service center recommended a slightly more expensive tire but after telling me the benefits and listening to my concerns about driving in the rain due to an accident a few years back… the slightly more expensive tire was the BEST OPTION, making me feel safe in my commute. I’ll admit I was shorting myself, they reminded me that my safety is the top priority as I have a family that relies heavily upon me! Thanks Sutherlin and thank you Chris Rose

My issues are with service, not sales. I'm a long time Subaru owner and was a customer of Earl Duff Subaru before Sutherlin bought them out. I've taken my Subaru to Sutherlin several times now. The first time was to have a diagnostic test done to see what was wrong with my car. Upon check-in, it was found that there was an open recall on my car. I had already had that repaired years ago because it gave me issues before Subaru declared it a recall, but I was okay with going ahead and repairing it from Subaru to remove the recall notice and just to have it done by Subaru. I did make it clear I did not have time to do the repair that day, that I would come back for it. They said okay. The wait took longer than I expected so I asked how much longer it would be. I had plans. They went to ask, came back and said they went ahead and did the recall repair. No apology or ownership taken for that decision. Just awkward silence. This made me over an hour late for my plans, which put me in rush hour Knoxville traffic which was absolutely awful. I had given myself enough time to avoid that. This was the first strike. Then I came back (decided to give them another chance, we all make mistakes) for another repair needed. They did the repair, I brought my car home. I usually notice when something is off but didn't this time. Got the car home and my spouse noticed they hadn't put a piece of the car's interior back in place. Not a big deal, we popped it back in and nothing broke thankfully. Fast forward a week or so and a piece of the repair falls out as I'm driving. This was very concerning. Some of the functions aren't working now either. I call and explain what happened, they say come in we'll check it out. I bring it back, they work on it an hour or so and tell me it's ready. They never apologized for this inconvenience or failure on their part, they just think taking the car through the car wash fixes their screw up. That IS a nice gesture, however, I'd like someone to take some ownership and apologize. They never do. I pull out of the service bay and realize there's a new issue now that's obvious if you know the car. I took it back in, they fix it again, awkward silence and again no apologies for the mistakes and lack of attention to detail. I drive 40 minutes one way every time I come here. It's very disappointing overall and I don't have any confidence in their service team. Now there's a new issue happening but I'm not taking it back here. I don't like leaving negative reviews, but I will to let others know when I have a repeated poor experience. Repairs on an auto are a big deal, I hope the Sutherlin team sees this and works to be better. Maybe another time I'll give Sutherlin another chance, but for the foreseeable future they have lost my business. Adding that more recently my elderly grandfather came in looking for a newer car. He's on a VERY LOW fixed income. This dealership absolutely took him for his money with ZERO moral compass. He went without telling my mother or myself because he's 85 and doesn't always want us helping him, he wants to go about his business as if he were still 35. This dealership confused him, sold him JUNK and he walked out without even having paperwork. Lowdown to sell this way. Sutherlin is garbage. I hate Grayson too but I'd say they're a step above these people.