Austin Subaru - Service Department

Feb 06, 2025

I've been coming to this dealer for 7+ years now for service (mostly in-warranty work). I know people are adverse to dealers for service but Austin Subaru has never failed; if anything, they've gone above and beyond for me. The loaner cars or Lyft are great, they've helped ease my concerns with doing the warranty work to fix some issues before they got larger, and hey...free coffee is nice too. All of the advisors look super busy but they still take time and patience to listen to my concerns and actually address them. I'll always recommend the service department here.

Jan 31, 2025

I've been here a couple of times and have always experienced awesome service. The new facility is awesome, too, and it's close to Austin.

Jan 24, 2025

As you can see, I don’t leave bad reviews often. I am often reasonable as I realize things happen. This is not the case here. 🍿 I went in for a tire plug and to see if there was a software update for CarPlay because it has been giving me a lot of issue. Subaru has already said they can’t fix it and to wait for a software patch. I was quoted a half hr for the tire plug. Great, love to see fast service. At 1.5 hrs (+300% of the time quoted) they returned to tell me the tire was fixed but it would take another hr for the software update. I was annoyed but agreed to get it done while I was already there. At 2.5 hrs my service person hasn’t responded to my text, but different girl updates me that they can’t figure out how to install the software update. I say, “Fine, I can just come back another day.” I’m very annoyed at this point and just want to leave if they can’t do anything. She leaves to get my paperwork so I can finally leave. Another 10min goes by and she hasn’t come back to so I go to find her and I can’t. I ask another guy in the service bay and he says “She’ll be with you in a moment.” I wait another 10 minutes and I’m fed up with waiting, about to grab my keys and just leave. I ask another different guy in the service bay if he can just check me out and he runs around until I get checked out. 10 minutes after that I have paid 47$ and waited over 3 hrs for a tire plug. The guy that checks me out notices my great displeasure and says a manager will call me about the bad experience. The next day when the manager calls me, he offers me an undisclosed amount of points for discounted service in the future. So you mean to say that in recompense for a terrible experience, I am receiving a coupon to come spend more money at your business?? 😐 I’m ecstatic You couldn’t even perform half the job I came in for when you are supposed to be the Subaru experts and left me -3hrs for a .5hr job. Terrible customer service. Psych business plan. This was a worse experience than doing my taxes. 🤡 Oh also, tire plugs are free at Discount Tire. 🛞

Jan 17, 2025

great

Jan 07, 2025

Went to Austin Subaru service for a couple of small things today. Saul, my service rep, was wonderful! Though the service department was busy, he was personable, informative, and patient with my questions. I'll always ask for Saul anytime I go in. Also, the waiting area is so comfortable, and there's a free coffee bar. Can't say enough good things about Saul and the service at Austin Subaru.

Jan 07, 2025

they're still awful and It was like pulling teeth to get something repaired on their dime.

Jan 07, 2025

“Lied about brake pads” I bought a new Subaru in 2022 and did all my services there until May on 2023. The last time I took my vehicle they told me my rear brake pads needed attention as they were measuring 4mm and would need to be replaced within the month or at my next service appointment. I being a procrastinator and not having much knowledge regarding this, I never got them replaced, also not to mention I wasn’t going to pay $500 to replace them. Fast forward to Dec 2023, I am having a conversation with my uncle who is a service tech at another big dealership (10+yrs) about my brakes and he was in shock and horrified to know I had been driving my car at a 4mm reading for the past 6months. He decide to go outside and evaluate the condition of my brakes, only to find out that my rear pads were reading at an 8 and my front ones at a 6. My uncle giving Subaru the benefit of the doubt and wondered if I remember the measurements wrong. NOPE! I have the paper they gave me saying the measurements. Took my car to the dealer my uncle works at the next day for a quick overall check and he further confirmed that the measurements Subaru gave me were completely wrong and most likely trying to sale me a service I did not need. I am fortunate to have someone in the industry who can always give us an honest second opinion but makes me wonder how many people Subaru has done this to, I truly am disappointed in this. After this experience I don’t think I’d be able to trust the advice/recommendations given by Subaru service techs at this location.

Dec 07, 2024

Excelente servicio y buena atención,gracias eric servicio excepcional

Dec 07, 2024

Great customer service! Donovan was very helpful. He communicated everything clearly and kept me up to date on the service that was being done on my car.

Nov 07, 2024

Ariel went out of her way to help my wife in a really rough situation with our Subaru Ascent. It's worth making the drive past the new City Limit Subaru to get professional service. Would not recommend the new Subaru City limits service department at this time.

Oct 07, 2024

Always a great experience when I have to get my vehicle maintenance. Love their shuttle service and the cafe offering all the free goodies. Additionally, always helpful when helping me schedule an appointment. I highly recommend for all your service department needs!

Oct 07, 2024

Every time I come to this place ... Something happens that is not good. So, they do an inspection ... They tell you that it's an annual inspection and that they're going to check everything. Okay, we waited there for 2 hours, we don't mind we think everything is going to get taken care of. We specifically told them please check the air conditioning... They came back with a diagnostic report and stated that everything was fine ...we specifically asked them about the air conditioning. Air conditioning is not fine it went out on us in 100° weather. We call them back and they say, "oh by the way... I'm sorry you needed to schedule with a master technician... to get this problem fixed." Then, of course, they're going to have you wait...to get rescheduled, so you can bring your car back in and wait another 2 hours and have them charge you an extra $1,000 They could have just said, "yes you have a problem with the line let's get it fixed." They never did this ... The technician told us that everything was fine with the air conditioner. Now we're going to take this car to an actual auto mechanic who will fix the problem the first time. Or at least diagnose the problem.

Oct 07, 2024

My experience is that you schedule an appointment at 7:30am, but they may not even look at your vehicle that day. They did get me a loaner next time (1 star). I ended up paying $600 for something that didn’t resolve my issue (they replaced spark plugs that seemed to only have 5k miles on them in attempt to solve shuttering of engine). Going for a Tesla next.

Oct 07, 2024

Recently purchased a gently used 2021 Subaru Ascent that needed some maintenance work and was blown away by the service at this dealership. Travis our service advisor has been honestly just the best of the best in customer service and communication! We’re so happy we got Travis as our advisor he made getting a few things taken care of feel less stressful than it could have been. He quickly got us into a loaner vehicle and updated us throughout the entire process. We have experiences with several other dealerships and services from past vehicles we’ve owned and have never received the care and service that Subaru burnet road provides! Happy new Subaru owners, thank you Travis!!

Sep 07, 2024

Second time here for service. Very professional and super efficient. Wish they were closer to home . Waiting area is really set up well with snax and coffee etc

Sep 07, 2024

We are nomadic and use the Subaru service centers all over the country. This one is a gem. The service and attention to detail was phenomenal. Plus, a free coffee bar with made to order lattes. Amazing.

Aug 07, 2024

Very helpful, got service done, nice area to hang out and wait in, professional service members and customer service. Expensive but at least you know it’s Subaru service.

Jul 07, 2024

Brought my car in for a windshield replacement and Service Advisor Chris went above and beyond! They told me my car also had a recall on the headlamps and fixed everything in 1 day. The cafe is great too with plenty of hand crafted drinks and snacks to choose from. Will definitely be bringing my car back for service here. Thank you!

Jul 07, 2024

I wish I would’ve bought my 2019 Outback 3.6r from here and not Toyota AutoNation South Austin. Bought my vehicle in January and the AC went out shortly after purchase. After a frustrating experience to get repair where purchased, I finally made it into dealership and it has been a wonderful experience every step of the way so far. Thank you so much for all of your help to have my new-to-me vehicle running properly. I’m so appreciative!!

Jul 07, 2024

The service center is nice and the staff is friendly, however its probably the most expensive mechanic I have ever used. They will charge you 200 dollars just for a diagnosis of your problem, which granted will go towards your repair if you chose to have it done there. They will recommend lots of additional maintenance that may not be strictly necessary. A couple times ive taken my crosstrek in for a diagnosis, gotten my quote, and took it to my usual mechanic and had the work done for 2 - 5 grand less. They do good work here but you're paying a premium. It's just hard to argue that its worth the cost.

Jun 07, 2024

Service associate was nice but it took 3 hours to get an oil change- and I had an “express” appointment! Then I got home to find my hood wasn’t even latched closed.

May 07, 2024

I just brought my car in for an oil change and service, and mentioned a persistent power issue, that had previously gone undiagnosed. Joseph Martinez, my service advisor, really took the time to hear me out, then worked with the repair crew and got it figured out. They went above & beyond, provided constant communication, and even worked with my 3rd party warranty and made it completely seamless. I love my ‘Ru and I love Austin Subaru. Free snacks, drinks, and Lyft rides, are just the cherry on top of a wonderful sundae. Thanks Joesph & crew!

May 07, 2024

IF YOU COME FOR SERVICE CHECK WITH THE SERVICE DESK! Experienced check-in process failure. Was checked in for my appointment by someone with an iPad who took my vehicle and told me to wait for someone to talk to me in the crowded cafe. Waited for two hours, and when I eventually inquired, I was told nobody informed my service advisor that I had arrived. My service advisor Jacob was very apologetic and got my car in immediately. They were unable to resolve the issue, but we discussed what to do in the future. He also helped me with getting accessories purchased and installed.

May 07, 2024

Subaru's service cannot be trusted. Their estimates lack accuracy and integrity, as they recommend unnecessary repairs. Even the service advisor implied distrust by stating, ‘By no means do we wish for anyone to follow any recommendations blindly.' Why bother taking your car there if you can't trust them? Consider seeking service elsewhere for honesty and transparency.

Feb 07, 2024

I had an appointment today at the Georgetown Subaru to get my front and rear brakes done per recommendation from a previous service visit. When I arrived they had told me that the rear brakes were on a “nation wide back order” and they didn’t have them. I called Austin Subaru and they had the brakes in stock and they would able to fit me in as a walk-in. I rushed down there and I got checked in quickly. 2 and half hours later I was out the door with new brakes! I was told by my service advisor that my front brakes were still good and didn’t need replacing, saving me about $600! Without an appointment and right before a busy holiday, Austin Subaru came in clutch! Thank you!!

Feb 07, 2024

Our family has been coming to Austin Subaru and using its Service Department for nearly 7 years, and we have always had the same experience: friendly, transparent and expeditious. In a city that has A TON of Subarus, Austin Subaru somehow continue to keep high quality service at the forefront. In addition to the great service, I recently bore witness to an unruly (unjustifiably) customer who treated Service Staff and Management with disrespect and was threatening, but what stuck out most was how calm, respectful and polite Austin Subaru's Service Advisory Staff and Management remained through the entire interaction, focusing on how to find a solution that was satisfactory to the out-of-line customer. It was a masterclass in professionalism and customer service - my hat is off to Christopher Sutton and D'Undrae Harris!

Feb 07, 2024

The worst service. I will never comeback here. 4 hours waiting.