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April 2024 by Grace M.
I've only had great times at this service center. My tech Harry is nice and always explains things to me in depth, and dumbs it down when I don't understand. I always pick up and drop my car without any issues and if there's even a small wait everyone is super apologetic- their online scheduling portal is also pretty simple. They provide complementary pick up and drop off Lyft services if you're within a certain radius which is super helpful. You can drop your car off before work and pick it up after. Your car will come back washed and in better shape than when you leave, based on my experiences ! I used to go to Steven's creek Subaru and they're good too if you're in south bay.
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February 2024 by William Zhang
Great customer service, fair prices, would recommend.
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July 2023 by Sierra A.
This review is highly overdue: I had been dealing with some mysterious sounds, which started softly, and progressively worsened. Each turn of my wheel to the left or right, produced loud clunking sounds which only worsened when the wheel was turned fully. After one shop misdiagnosed my car with bad CV boots, replaced them, and then when the problem wasn't solved (and in fact created another fairly terrifying sound in addition to the original problem), told me the sound was because of the tread of my tires, I finally turned to the dealership. I've had too many bad experiences with Walnut Creek Subaru and will never in a million years return there. I did however use Redwood City Subaru to replace my clutch about 2 years ago, and had already liked that customer experience.Fast forward to now - extremely frustrated and fed up. However, Redwood City Subaru pulled through yet again. Gwen was attentive and precise in helping to document the exact timeline and nature of the car's issues. He then went with me on a test drive and experienced the problems for himself. I then went on another test drive with the actual service technician, Johnny, who would be evaluating my car, so I could again replicate both issues. Hands down, Johnny was the most meticulous and thorough person, and ensured he got to the bottom of everything, before I got a call to pick up my vehicle. In the meantime, Gwen had set me up with a loaner car, which he was able to facilitate as quickly as possible, due to the nature of my car issues being somewhat dangerous. During the entire time I had the loaner, Gwen provided daily updates to let me know their progress and findings. Overall, this was the best experience I could have hoped for. Both Johnny and Gwen took me seriously about the issues, which was extremely appreciated. Quality service (and this was exceptional), comes with a price. And it was entirely reasonable, and 100% worthwhile. If you're in need of service for your car, especially with unusual problems (they had never seen this issue in a car without any kind of accident), I highly recommend this dealership. You can trust them. I'm glad I did. This
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June 2023 by Corinne A.
This is a long overdue review and seriously I never write them but this Subaru dealership is totally worth it. I bought my subaru 4 or 5 years back at the Serramonte one. I started taking it there and met Maher, the manager. He was the reason that I kept going back there but I realized that I didn't get my issues resolved by the service staff. I left and went to Carlsen Subaru where I followed Maher because of how great his customer service was at all times. Well...did I make the RIGHT CHOICE!? Yeeeeesssss! Wow, what a difference this dealership is and how it has taken care of my car is amazing. They are always very busy with their clients but once you have your service rep, they are on top of it. They text you about updates on your car, try to make it convenient for you while you wait and make you feel comfortable about all the things needed to fix your car. I cant express how much top knotch care goes into the service and that they really know how to address and fix issues. They listen to you and write down all your concerns to really pinpoint the problem. The last time I took my car in, they went ABOVE AND BEYOND. I was able to get a loaner car since it was going to be a few weeks for my car to be serviced and they were able to diagnose the problem and have an extended convo about it over the phone. Maher stepped in and helped me tremendously with my warranty and took care of me. He always makes sure things are handled and praises his staff which is a great thing to see. My service advisors were exceptional and knowledgable and really stepped up to the plate when needed. I appreciate this shop so much and lucky to have my car in their hands. AND did i mention they detailed the inside and outside of my car after it was serviced. I am in awe with their service!! Thank you Carlsen Subaru.
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April 2023 by Regie D.
Just got my 22' WRX here recently and had a very positive experience. I worked with Kenny who was very friendly and got me through the entire process quickly. I was glad that they were selling at MSRP without a markup on their vehicles. Will be recommending this place to people I know who are looking for a Subaru!
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April 2023 by John F.
I've bought or leased seventeen new or used cars from dealerships since 1989 and kicked tires at dealerships all over the Bay Area. Carlsen Subaru is a standout, at least so far--the night is still young. Larry Fung, their Internet Sales Manager, gave me what I thought was a good deal on a new WRX, this at a time when new cars were scarce, and dealerships were marking them up or taking "reservations". I got absolutely no pressure from Larry, either during our initial communication, or during the F&I process which he also handled. No games, just a straightforward "here's the deal". I just took it in for its six-month service and the service writer, Gwenole Denard, was courteous and professional. I also talked to a guy in the parts department who was helpful. Unfortunately, the facility itself may turn off a few people. It's clean and maintained but probably hasn't been facelifted since the last time I was there circa 1991 when it was a Nissan dealership. Over the past twenty years I've done business mostly with German car dealerships that remodel every time the trashcans are full, so the Old School sales floor and customer lounge are a jolt, but in a good way, like I've taken a time machine back to my 30s :-) The coffee is free and the service is professional. What more do you need?
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January 2023 by Diane T.
Took my 21' STI to get serviced here for the second time and disbelief of the service I got. I called to leave a message to the manager to call me back, but i don't know if the message got to him because the lady asked if I wanted to speak with my advisor and I said "no" because I wanted to hear from higher up what their protocols were for servicing and recall with no bs-ing from my advisor. Of course the lady told my advisor because he called me to "apologize" but at this point i don't know if he's bs-ing me with the things he's saying to not get back to his boss. I went to pick up my car because I got a call saying it's ready to be picked up. I get there and my car is NOT ready. Where is my car? My advisor went to look for it and came back to ask me what ticket number they gave me for my car and asked me what car a drove. Then went back to look for my car. I see him pressing the remote to look for it. Weird my car should be ready out in front if they called me saying it's ready. It also took me 12 minute to get to the dealership so that's plenty of time to get it "washed" or whatever excuse my advisor used. I get my car. The first thing I noticed my sunglasses are missing. I parked my car and proceed to look for it. Found them under my seat. Interesting how it got there. I was leaving the dealership and my car was jerky. Why is my car in sports mode when I don't drive it in sports mode. I called to ask what the protocols are for such service and recall repair. I get that they may need to "test drive" the car to make sure nothing is rattling. But I'm not seeing why they need to drive it in sports mode. Advisor said my sunglasses were probably placed somewhereto get to the main panel. There's no f-ing excuse. Put my stuff back where you found it. I had a great experience purchasing my car here with Sam! But unfortunately will not be coming back for any of my service done here. Also been over 24 hours since I left the message to have the supervisor call me and I haven't received anything so I gave them a chance to speak with me before I post this review.
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November 2022 by Paul Hembey
100% I would recommend. Excellent service. Very friendly, knowledgeable and helpful staff
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November 2022 by Rick C.
We bought a Crosstrek at Carlsen in 2020, and are considering buying another for a different family member. I have been looking at the various Subaru dealers in the area, and want to point out that **Carlsen was the only one that avoided huge over-MSRP markups during the car shortage in the past year**. Even when they had only a very few cars, they kept the price at MSRP. When we buy the second one, I am buying at Carlsen again. My first purchase there was excellent and I expect the next one to be, as well.
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November 2022 by Jeff A.
In 2015 I purchased a Subaru Outback 3.6R Limited from Sam. That purchase was a total pleasure and we got a great deal. I don't recall if I left a review back then or not. Well a few weeks ago my daughter and I stopped in because Carlsen Subaru had a used 2019 Crosstrek Limited with low miles for a very reasonable price. They let us take it for a pre purchase inspection (PPI) and it checked out fine (literally zero problems found). Sam also suggested a different idea - a brand new 2023 Crosstrek Limited with zero options / accessories / PIO's that was due in in a couple weeks. We sat down and talked price, and like last time, Sam was low pressure and the price was super competitive (remember this review is during the supply chain debacle/chip shortage/etc. We went home and contemplated it, then decided that for only about 10% more we'd prefer a brand new vehicle with a brand new warranty. We emailed him to sign up for it. Because we were a repeat customer (I think that's why), no deposit was required. When it came in, Sam was just as easy going, and the purchase went smoothly with ZERO baloney dealer added equipment, "Additional Dealer Markup" (ADM) or "Market Adjustment." And our time in F&I (Finance and Insurance) was just as relaxed and low pressure (this is where most people start dripping in sweat)! The entire purchase process took just under an hour and a half (and a good part of that time was Sam showing us everything on the vehicle and how to use it.) Bottom line is, if you want to buy a Subaru, please don't go anywhere else (a dealership elsewhere in the Bay Area is asking, maybe requiring, a "Protection Package" for an additional $698.) We actually had FUN buying the car, which is how it ought to be (but not how it usually is - buying a car is usually a dreaded thing where you imagine it taking half the day or more.) And don't forget to ask for Sam :-)
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October 2022 by Lakshmi S.
We have a Subaru outback 2018. We have been having issues with the boot not opening for a year. The problem shows up usually when we drive short distances or opening it at home for the first time before we use it for the day. By the time we drive it from Palo Alto to Redwood city to the dealership, the problem does not show up. We have noticed that when we drive a longer distance, the chances are that the boot opens. Since we cannot replicate it, I took videos of it happening and showed it to the service personnel. They keep telling us there is no problem and it is a user error. According to them we either pressed a wrong button, something was stuck under the door, the boot opens halfway (a different subaru problem I googled ) or they cannot do anything about it. So we are stuck with a 50K car whose boot does not open 90% of the time. What will it take for Subaru and the dealership to believe what we are saying and find a solution?
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September 2022 by Charlene R.
I wish I could give them five stars, but my initial experience when I brought my car in for service was not a good one. I'm not going to name the person who was extremely rude and questioning me, but I will tell you that their service director Maher Nijem is the reason I was able to give them four stars. He went above and beyond to make things right. He's professional and knows how to treat clients. Carlsen Subaru is lucky to have him as their service director!
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August 2022 by Ruth Rodriguez
Took my Forester in for contracted service maintenance the morning after the 4th of July.Everyone I spoke to smiled and asked me how I was doing. After I was asked a few questions about my car it was taken in promptly. My Subaru runs great. No problems. Then I was asked if I needed a ride or was planning to wait. I had a ride already, so I was good.Service did not take all day like other service dealers that promise they'll be done by a certain time and then they're done hours later. They even washed my car, which was a big deal to me because of the drought. The interior was also vacuumed.Brought my shiny car home. My husband was very impressed, as was I. He said not many service dealerships do this anymore.For me and I'm sure for others, when you buy a new car, the service you receive afterwards is equally if not more important. This dealership has A++ service.
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July 2022 by Cheryl H.
I took my car in for a routine service prior to taking a trip. Turns out there were multiple issues that needed to be addressed. I worked with Bob Anderson who is probably the most helpful and honest guy who went above and beyond to help us out. I was so impressed with the service and courtesy I received that I'll probably be buying my next car there. I highly recommend their service center.
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July 2022 by Tommy C.
Got a new brz from Sam and he's awesome. The car is great too. I'd highly recommend Sam and Carlsen Subaru.
