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September 2024 by R J
Updated from 1 star due to extremely poor communication and customer service.
I brought my car in on August 19 under warranty for a minor repair/replacement of parts in the shifter linkage. I was told at the time the closest part was 4 days away, when it comes in it will be fixed. As the case with every dealership I've delt with for a new car under warranty I was given a loaner. I called a few times after August 26 or so for an update and got a call back on August 30 from Michael who told me all the parts were there and they would try to "squeeze me in" for the repair. September 3rd I called again I was told that some parts were wrong and it would be a few more days, after complaining about the length of time Michael told me this wasn't a priority because they gave me a loaner. It had been over 2 weeks at this point and when that fact was pointed out he became defensive, argumentative, and abrupt and when I called him out on the poor level of service he actually said to me "why don't you come down in person and we'll talk about it" Answering my is this a threat question with a oh no we just seem to be interrupting each other.
September 5th a different Mike in service left a voicemail that all the parts were going to be in by the 6th and they would try to get it done by today, September 7th. After calling on the 7th and waiting for a callback for 2 hours I called again and was told by the call center that if I needed to speak to someone today I should come in because it was unlikely that someone will call me back the same day but he would put in another request for a callback.
Waiting a couple of hours more I took the advice of the call center and went there to get an update. Luckily I live fairly local and made the 20 minute drive to find my car finished and parked outside. I like to believe it was completed today and they were going to call me and let me know but we'll never know. I went in and was helped by David who found the repair order in a stack of others on someone else's work area. David provided me with the excellent service I would expect at a Subaru dealership and if this review was based solely on the repair and his help this review would've been 5 stars and without his help would've stayed at 1 star. Definitely not the experience I expected and with so many good reviews it looks like it isn't the norm but it is my experience here.
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September 2024 by Chia-Hung Lin
My car has a map update service, and I've been going to this shop for three years. Every time I ask them to help me update it, they tell me the internet is too slow and to come back next time. Today, I went again, and they finally agreed to do the update but then said it’s out of warranty and will cost $129.99. Their service is truly amazing.
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September 2024 by kevin harris
I recently purchased a pre owned Subaru from Jake M at Metrowest Subaru. The experience was great, I truly felt he listened to my needs and responded to all my questions without the typical salesman schtick. It was his authenticity combined with great product knowledge that helped me confirm I was making the right purchase. As long as the car lives up to all the standards I hope for, as its my first Subaru, I would absolutely come visit Jake again for my next purchase.
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September 2024 by Robert Kelly
Bought my four Subaru there. Very happy with the sale stuff then had my first oil change and tire rotation. Really good interaction with the staff there too. Definitely recommend them to anyone who has a Subaru for maintenance
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September 2024 by Georgiana Greenman
We were traveling on vacation when my forester needed to be looked at and fixed.Metrowest not only found the issue, but they were able to fit me into an already booked schedule and gave us a loaner vehicle for the last twenty miles of our vacation, so it was not ruined.I would recommend anyone if they where having mechiscal issue with there Subaru while traveling in there area to use them. Their staff was fabulous, and they are very knowledgeable about the brand.
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September 2024 by Akbar Marsden
Believe the hype. I've spent my life steering very clear of service centers like this, but MWS has very much changed my stance on this. Staff have been consistently awesome and on-the-ball, and beyond accommodating. They've helped me with various warranty items, replaced a defective sun-roof without question, and have been more than generous with their loaners. My next sube will undoubtedly come from MetroWest Sub.
You guys are awesome! Keep up the good work!
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September 2024 by Bassem Nader
Can’t say enough good things about this establishment. Just bought a car on this past Saturday and picked it up today (Monday). Jake is phenomenal to work with, attentive, personable and not your typical sales person. The team there were patient and swift in the process work with no sales tactics and an overall great experience delivery. Msg to the owner, I’d take Jake over in our industry in a heart beat but would guess they treat them as family more than as corporate employees. I know a thing or two about that at my company… for whoever reading this, I hope it helps, I’d refer and open to sharing my experience further if needed, but certainly an A+ experience overall.
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September 2024 by Kathy Schreiber
I have been an owner of lots of Subarus (starting when I was in college) and have been a loyal customer at MetroWest Subaru for several decades. All of the employees there have been wonderful. And they've always been happy to see my dog, Eli.... (the dealership is super dog-friendly).
But my real reason for writing this review is that when I brought my car there recently, I was introduced to Chan Nguyen at the service desk , and he was simply amazing on so many levels.
I went to the dealership because the rear passenger windows wouldn't open - and the tire pressure sensor kept going on, despite the fact that the pressure was good.
Chan kindly found me a loaner (the last available car that day - phew!), which was hugely helpful, especially because Eli was with me. So off I went, assuming these would be a simple fix.
Chan called me a few times while the car was there, to keep me appraised of the repair status. The windows had been fixed (phew!). And when I went back to pick up my car the following day, Chan told me that the inspection tech discovered that ALL of the sensors had needed to be repaired. And..... due to my "loyalty to Subaru and the dealership," there was no charge for this. I was simply blown away.
Overall, this was a wonderful visit to my wonderful dealer - and a simply great experience with Chan, who was so kind and attentive and so much more. If I could give him 100 gold stars, I would!!!!
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August 2024 by Kara Scerra
After dealing with an unfortunate issue with my 2022 Crosstrek, the employees at Metrowest did all they could to assist me. This was my second purchase at this dealership and both were comfortable and painless. Marc Soloway and Jeff Ricard in Sales went above and beyond to help me with my situation, answered all questions and addressed all concerns in a very timely manner. I could reach out to them practically anytime any day and hear back almost instantly. VJ Donnelly also kept my worries at bay. I am so thankful for the work they all did together to get me into my new 2024 Crosstrek. I am a very happy customer!
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August 2024 by Harmin F. Linares, Jr.
With over 50 years of buying, owning, and maintaining cars I can say without any question, the Service Department of this Subaru dealership offers unbelievable customer goodwill, quality service, with a Team of friendly, professional, knowledgeable, and very helpful folks. Two Thumbs up!
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August 2024 by Dom Priante
I would rate higher if I could, the service team at MetroWest Subaru is awesome, I have taken my WRX here for a few major services now (rear brakes and 60,000 mile service) they are nothing but professional and so easy to work with. Every time I have gone my car is ready the same day I drop it off. As someone who never has taken any of my vehicles to a dealer for service I would 100% recommend them and will continue to use them for any future repairs!
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August 2024 by Tom Greeley
Always a good experience--good communication for the most part.
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August 2024 by R
Ok service. Long wait times for just an oil change. High prices. When did basic service get soooooo expensive. I would spend a lot more money there if they would improve their service just 10 or 20 %.... Don't be fooled - Subarus are good cars, but this dealership will make you pay for it over, and over, and over.
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August 2024 by D t
Service department is solid. They spent a lot of time in the past diagnosing my car under warranty, and gave me a loaner for the whole time. The staff are responsive, and the customer service is excellent. They have late hours for picking up your car after work, and no appointment needed oil changes still.
Larry is a great master tech that helped in the past, and the few Mikes that work at the desk have been very nice and helpful over the years.
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August 2024 by Tom Heguy
Appt for oil change. Arrived early, they took me in early, performed work as detailed in service manual, and was on my way in 45 minutes or less. This was on a Saturday, unexpected bonus.
