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December 2023 by Mustafa Aktaş
Great service experience!
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December 2023 by Pablo Martone
5 years ago I bought a new Subaru Outback, the first 2 years the service was good, since there was not much maintenance to do. After 4 years, they began to stop doing the "Complimentary inspection" where they submitted a form saying that they had to change or if they were ready to perform a service.On one occasion they informed me orally, without any form, that I had to change the brake discs that were worn (30,000 miles) and after 6 months I took it for an oil change (31,000 miles) and they informed me that the brake discs brakes were in good condition.Since then I began to doubt the service. The last time, I took it in for an oil change and upon delivery they told me that I had to change the air filters, that they wanted to charge me $80 and $160. What a coincidence!! I had changed it a week before taking it to the oil change service and it only cost me $35 for the 2 filters and 30 minutes of my time.I really now doubt that they performed the oil change.In addition, there is always an additional surcharge on the prices that appear on the screen and what they say "on the screen is wrong" meaning that they can charge whatever comes to mind without explanation.The oil change said $89 on the screen and they charged me $129.No more services at Fitzgeral Subaru.
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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.
I bought my Outback here and return for regular service. Recently visited and service manager Ismael P. did a great job. He gave me a thorough preview of what my car needed and when service was done a rundown on what was repaired. I'll be back!
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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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August 2023 by Alessandra Barelli
A Good Example of VERY BAD SERVICEI recently had some water management issues with my Subaru Outback and brought the car to the Subaru Service location at 11407 Rockville Pike, Rockville , MD 20852.I had experienced similar issues before and, as per suggestion of the main Subaru office in California, I took the car to the nearest Subaru Service place for a multipoint inspection to evaluate de situation.I brought the car to the Subaru Service in Rockville , MD , explained the situation and left the car . The service person never called me back. I went back at least two times but could not get much of a feed back. They did not even realized that the amplifier system was damaged nor listen to what I had to say about my previous water issues experience. After ten days waiting for some kind of response/reaction I decided to go back and and retrieve my car. The car was returned to me with the back light disassembled and the front pillar (passenger side) detached. In other words, they never put the parts together after the inspection.I only realized the issue after I returned home. I called and wrote them an email with photos but they never returned my phone calls or answered my email.It is truly a shame and a disgrace !NEVER AGAIN Subaru Service Rockville, MD
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April 2023 by Rachel Greeley
I visited for a state inspection, and it was a great visit. The staff was very knowledgeable and kind to answer any questions. Not a bad price for the state inspection either. Overall, I recommend going to this service center for any Subaru service needs
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March 2023 by J Heller
I purchased an Ascent the week before Christmas. Did all the paperwork in the office and was told we would be called when the tags came in. A month later, I still hadn’t gotten a call, so I called to check on the status and was told it should be coming soon. Very next day, I get a call saying they only do the tags in order of sale and they are just now getting to mine and will be sending it off to get the tags requested. This makes NO sense! The paperwork was already done and just needed to be sent, let alone it taking a month before you get to mine and suspiciously notice it after I’ve called to check the status. Sounds to me like someone dropped the ball and wasn’t willing to take the blame so they made up some lies.In the meantime, I’m getting multiple emails offering a free gas card from the dealer if I do a Q&A with them about all the features of the car. I email with the lady and did a Zoom call and she showed me some things. She verified my mailing address and says I should see something in about 10-14 days. A month later, I haven’t received anything. I emailed the lady, who had previously responded in a timely manner, and now I get no response. Yes I learned some things, but I wasted gas under the impression it would be replaced for info I could have just read in the manual. That’s deceit.I will not recommend them. I’ve heard amazing things about owning a Subaru, but this dealer does NOT take care of its customers.
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January 2023 by Orni
Don’t schedule appointments here, they’ll just ignore it anyway. Made my appointment for an oil change and inspection here for 11:30, dropped it off on time. They said i had to physically stay there for 3-4 hours at the dealership to get my car back the same day. They said if I were to leave I would not get my car back till the next day. I said if necessary that’s fine if I got it back in the morning. The next day comes and it’s almost noon and still no update. I call them and their reasoning is if I wanted it back the same day I should have stayed at the dealership up to 4 hours for it. Then as I was speaking to Ismael he hung up on me mid sentence. The valets were very sweet as were the secretaries that answers the phone. Though with how Ismael was, I will be going to another Subaru dealership with my future needs.
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January 2023 by Robert Chiarizia
Above and beyond the call of duty. Professional Full Service Department.
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January 2023 by Gene Polhamus
Great service as always.
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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.
