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November 2023 by Rachel G.
Today I came into the Subaru dealership for a twice confirmed appointment to get my tires aligned and my car seats installed correctly. I am 8 months pregnant and just started my maternity leave with this appointment being one of the first items I wanted to get taken care of. Upon entering the service desk the individual at the counter stated that I did not have an appointment and that the car seats would not be able to be installed on-site-even though this was confirmed for me twice over the phone. They told me I needed to go down to the Buick dealership to get my car seats installed. I was trying to avoid this type of confusion by confirming my appointment ahead of time because I am pregnant and was just trying to get this taken care of before the baby arrives. When I asked the service rep what they could do to help she said I needed to go to the Buick dealership. She made a phone call to someone while I was standing at the desk describing that I was 8 months pregnant and did not bring a partner or husband with me to help. It is ABSOLUTELY none of her business to question my decision to get my car serviced. I do not need my husband who works during the day to come with me to this service appointment. I was floored by this statement and began crying and feeling sick. The complete lack of respect from this customer service rep at this dealership was astounding. The manager finally stepped in to help sort out the service reps mistake and propose next steps in a responsible manner. Unfortunately, he did not wave the cost for the tire alignment and charged my credit card on file without my approval. All in all, I have never been treated so poorly by a dealership. I really hope the manager can step in and work with his staff to improve customer service at this dealership.
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November 2023 by James D.
Let me make it clear... DO NOT COME HERE. Or at least do not get your car serviced here. Unless of course you like to overpay, be mistreated, lied to, and threatened. My Subaru had engine trouble so I took it here. After the work was done, the invoice I was given had a ridiculous amount literally HUNDREDS of dollars more than what I was quoted. To be precise, my invoice was about $900 more than my "estimate," without any justification whatsoever for the increased amount. No granularity about how much the parts and labor cost, just one final amount at the bottom, pulled out of thin air. To be fair, my service advisor, Ishmael, was kind and polite; however, the service director, Lester, to whom I escalated my concerns told me on the phone that's the price I must pay, and if I didn't pay immediately, he threatened to repossess the loaner I was given "tomorrow." I have never been more disrespected by any business than this one--to make matters worse, by a manager who I was hoping would give me answers. He gave me none, lied to me, and treated me like garbage. Learn from my lesson and take your business elsewhere.
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September 2023 by Paul S.
Stay away from the service department !!They botched an oil change on a Subaru Impreza by 1) overfilling it by about 1 quart and 2) torquing the drain bolt so hard I cannot get it loose. I have been working on cars for decades and have never seen this poor service. Overfilling results in the oil foaming as the crank hits it while running causing loss of lubrication, and potentially damaging oil seals. It is specifically mentioned in the manual as something to avoid. In addition, it too them twice as long as they promised and they returned a car reeking of cigarette smoke. Our experiences with other Subaru dealerships have been much more positive, which made this a very unpleasant experience,Shame on you Fitzgerald!
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August 2023 by Julietta L.
Bought my Subaru Outback here and I absolutely love it. Luis made the experience both personable and smooth -- would recommend working with him if you're in the market for a Subi.
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August 2023 by Barbara P H.
I am on my third Subaru. My second, a 2011 Legacy, now belongs to my daughter. I had Fitzgerald replace the timing belt last year for several thousand dollars to prevent a future issue. Took the car in yesterday for overheating. Ismael Posada calls and leaves me a message saying it needs a new timing belt. The car has not even been driven 500 miles since the new timing belt, which makes me wonder, did they not do it and charge me anyway last year? Did they botch the job last year? Or are they lying now to try to gauge me for money? Update: Ismael called me back to say yes, they had replaced the timing belt, but that isn't really the issue, it is actually the Head Gasket, which is also an over $5,000 repair. Picked up the car and took it to a different shop. Turns out the overheating is being caused by the radiator fan, it needs a new motor and some wiring. Cost $700Fitzgerald lies about repairs to gauge for money. Avoid at all costs.
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August 2023 by Sara K.
This review is for the Fitzgeral Subaru location in Rockville. Service used to be quick and easy, now it is not. I dropped off my car for routine service yesterday at 2:30pm. I was given a loaner (after waiting more than 1/2 hour for it) and watched while piles of customers were waiting for their cars. Now it is 4pm the next day and my car is still not done, although this morning it was promised no later than 3pm. I wish they had told me they were too backed up to work on my car, and to come another day. They used to call and tell you what needed to be done to your car but they didn't do that this time. Instead, they sent me a video this afternoon, picturing dirty filters and tire measurements, which is a total waste of my time (and theirs). From the timing on the video, it seems they didn't even start to work on my car until this afternoon. I will take others' advice and go elsewhere.
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October 2022 by Penny K.
This review is for the FITZGERALD SUBARU location in ROCKVILLE. The Fitzgerald SUBARU in GAITHERSBURG is FIVE STARS for Service. I'm not sure why such a glaring difference in customer service between the Rockville location and the Gaithersburg location. The service people at the Rockville location are complete shady morons and rude. GM of this location, please send your service team to school to learn standard professional etiquette. It's so bad I drive the 18 miles to the Gaithersburg location for service when the Rockville location is 3 miles from my home (and I'm on my 2 Subaru in 10 years (bought from Gaithersburg) and will not use Rockville for service).AVOID the Rockville Subaru location for service.Oh, and to echo others posts - yes, they get you to sign up for their maintenance plan with enticements like free loaner car and car wash but for some strange reason there are NEVER any loaner cars and the car wash is ALWAYS conveniently broken. Hmm. I thought that was just my experience but I think I see a pattern here.
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September 2022 by Boni R.
Fitzgerald Subaru takes 3 plus hours to change a car's oil. They don't take customers in order. And they are not friendly. I recommend getting your oil changed somewhere else.
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July 2022 by Stuart F.
I went for the first time and received great service. They were helpful, efficient, and it didn't take too long. I'll be coming back!The busy road isn't fun to cross by foot but if you can safely cross it, there's a Whole Foods and Starbucks over there.
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June 2022 by Steven Z.
While they're living in Rollins Park (as out of state parents) we were fortunate that there's a local Subaru dealership - Fitzgerald, and Kevin from Service has been to true find ! Knowledgeable & 1st class customer service
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February 2022 by Gwynne K.
The model of this dealership is to have great customer service for return and use of their overpriced dealership car maintenance and repair. They always send "how did we do" emails and I have had reps ask me to give a 10 because that's how they're evaluated and bonused.Today I came in for scheduled (pre-paid) service. I asked that they actually wash and vacuum out the car since the last few times I was here there were "reasons" they couldn't. Last time the rep said I should come back and he'd make sure the car was detailed. The dealership is like an hour from my house so I didn't take him up on it. Anyway, It would have been so easy to say, "Yeah, we normally can't do a full vacuum of the car. It would really back up service, but given the fact that the last 3 times you were here we didn't even wash, we'll be glad to make an exception."Instead I get a stony-faced refusal and a snotty dismissal. That's an absolute fail on the only thing they measure. I like my Subaru a lot. I do not like this dealership much.
