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October 2023 by Jim S.
There was an excellent mechanic at Carlsen Subaru (Trent) who was EXCELLENT ! I wish I knew where he is now, but he moved on to a bigger and better career ! He was great !
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October 2023 by yvette m
This a review for the service department.This was my first time visiting this dealership for an oil change. During the service, I was informed that the clamp on my coolant hose was missing and that it had been leaking. The proposed cost for the repair was approximately $600. Surprisingly, I had never noticed any issues while driving – no leaks in my driveway, no overheating, and no unusual odors. Skeptical, I decided to seek a second opinion from a friend's mechanic. To my relief, everything checked out fine. The mechanic even demonstrated to me what a genuine leak would look and smell like. He loosened the clamp and tightened it back right away to demonstrate what would have been the issue.Overall, I am very disappointed. I had expected a Subaru dealership to be a reliable choice for routine maintenance and a thorough inspection. While I can't speak for everyone's experience, regrettably, this was mine.Attached picture is my invoice from the dealership.
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October 2023 by BONNIE L.
I really like the customer service they provide . They are friendly, listen to your concern. & give you options, no hard sell. I called to schedule my service. The lady who book my appointment was friendly & helpful. I did have some questions & no one was available at that moment, she said will find someone from the service dept to call me back later today. nick@ service called me back with the price quote ! I asked if it is necessary to replace the cabin filter since i bought my car last year? he said if it doesn't need to be replaced, he could subtract the cost from the price quote. Gwen helped me to check in. (I think he helped me on my last service too) he verified what we were doing today, the cost, and make sure if the cabin filter is not needed. He won't bill me. He also offered me a package which will save me $400 dollar! it was a great deal. Before I say yes to the package, he even told me take some time to think about it. No hard feelings if I turned it down. My car was ready for pick up within the timeframe (3-4hr), they found the cabin filter in good condition, no need to replace it, save me $100.00 When I pick up my car, I decided to buy the package to save my $400 & I truly like the way they handle the customer. Gwen, again, thank you for your help and offered me the package to save my $$$ They also offer Uber/Lyft for drop off and pick up so I don't need to wait there for 3?to 4 hours.
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September 2023 by Perry Q.
We purchased a 2024 Subaru Outback Touring XT last week from Carlsen. Aarron Ashley was the sales rep. Aarron was knowledgeable, polite, professional, honest and not pushy. He was a pleasure to deal with. I told him a saw an ad for the same car marked down from the MSRP at a dealership much further away from our home. I asked Aarron if they would be willing to match that deal. He said give me a couple minutes to check with his supervisor. Aaron was back in two minutes letting us know that they would match that offer. Carlsen is a very reputable auto dealer, and they don't tack on unwanted products to the MSRP. I would recommend Carlsen to everyone and I would seek out Aarron for assistance in making a purchase. We were driving away in a very nice vehicle for a very competitive price in 90 minutes.
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September 2023 by Riyad K.
I went at least two times to get service on my car . The person who took care of my car is Jeff Singorello ( I hope I am spelling correctly) . I had the best service experience from Jeff. He is professional, courteous , and respectful. I highly recommend Carlson Subaru and the service manager Jeff.
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September 2023 by Jantzen F.
I've had only the best experience at this dealership for both service and sales. Shout out to Kirk who is so patient and goes above and beyond to hear your situation and address your needs. I've also had a very efficient service experience there too. Easy to get in and out and they allow dogs in their lobby!
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September 2023 by John Stewart
The car buying was the easiest and stress free I have ever experienced. It was also the best price around!
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August 2023 by vitaly p.
TL;DR: I took my car into the shop to repair my transmission, they DROPPED and BROKE my new transmission, and even after getting a new part for my new transmission, they are still unable to finish. Very uncommunicative, I almost ALWAYS have to be the one to call to get updates. *VERY* unsatisfied with their service. ZERO STARS. So this all started on August 10th, which is almost 3 weeks ago. I recently bought a used 2016 Impreza and noticed that after driving for a while it started making grinding noises so I decided to take it into the shop to run a diagnostics check. We brought the car in and when we asked about possible repairs they let us know that they don't take any warranties besides factory warranties, so our CarMax warranty would be useless at this shop. We told them we would do diagnostics here, but take it to a different place for repairs, our service agent was Harry. The diagnostics take the whole day and I only find out what's wrong with the car after I call them (this will become a running theme with this dealership). They tell us our car has a transmission issue, but the factory will cover the repair so we can keep the car at their shop, since they already started the process of ordering the new part. We come to pick up the car and Harry tells us we should call by 8/17 to get the status.I called the dealership on 8/17. Harry let me know the factory still hadn't approved the shipment of the part, and so I should call on Monday 8/21 so he could tell me when it would arrive. I called him on Monday and he let me know that the transmission had shipped and will arrive on Wednesday, with repairs finishing on Thursday or Friday. The next morning Harry is the one that calls me (which is the only time they called me first) and let me know that the transmission is actually coming in at 3 pm, and that I could take the car in that day. I do so, expecting that maybe the repairs could finish a day early since the part early. I drop off the car and Harry lets me know that they would still finish on Thursday or Friday.Three days pass, with no call from the dealership. So I call on Friday and ask them what's going on. THEY DROPPED MY NEW TRANSMISSION AND BROKE IT. THEY DIDN'T EVEN THINK TO LET ME KNOW, I HAD TO BE THE ONE TO CALL THEM. THE PINNACLE OF UNPROFESSIONALISM.Harry told me he would update me on the status of the car 45 min-hour later but obviously he didn't. I had to call them again 4 hours later and ended up being sent to voicemail. Harry called me an hour later to let me know that they should receive a new part for my new transmission by Monday, and that the car should be out of the shop by Monday or Tuesday, since it should be a simple repair. I call them on Monday, the secretary at first is unable to get me a representative, and asks for my phone and email so they can get back to me as soon as someone is available. I wait 1.5 hours and call them back, another secretary picks up and asks who my service assistant is, I tell them Rich (since Harry is out of the office at this point) and she tells me she will talk to him. They can't get Rich on the line but passes on a message saying that a master technician will come in the next day and finish the repair. I call again this morning, Tuesday 8/29. I get sent through the wringer again as the secretary tells me no one is available, asks for my number and email, and then tells me they'll call back soon. I call them back an hour and a half later, they tell me Rich is busy but he will call me soon. He does, and lets me know that the transmission has now been installed, but the check engine light is now on! They have no clue what's wrong but assume that it's a problem with the transmission harness (the part they broke when they dropped it). I ask him to update me and to finish as quickly as possible as I need the car to drive down to college in a couple of days, he promises to me that he will update me.I wait for 4 hours, and call them again. The secretary asks me for my phone number and email again, and they tell me that
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August 2023 by Meredith Martz
Avoid this dealership at all costs. I've gone multiple times and each time I thought the bad experience was a fluke, but they are just consistently bad. The service always gets delayed, communication is non-existent, the customer service is horrible. On one occasion they closed early without calling or informing me and the people at the offsite location that my calls were sent to were completely unaware of why they closed. I was left stranded without a car and no explanation. The dealership in Fremont is absolutely worth the drive — phenomenal experience, great people that work there and the service was top-notch with all the bonus touches like a free car wash and vacuuming.
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August 2023 by James Dalton
Had a very good experience buying a Crosstrek. After shopping at some other dealers, this place was the only one to not have a "market adjustment", in other words price gouging of $7k+. They had different trim options in stock, including base. The sales people aren't pushy and give you space to think and make decisions.
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August 2023 by Janette Hobson
I couldn't ask for a more smooth and easy transaction. My car was ordered in March and arrived exactly when they said it would. My salesman was the best. He was well informed when it came to all my questions and during the period of waiting he always kept up on communications. Honestly, everyone we encountered the day my car arrived was fantastic. All of them super nice. If I buy another car in the future I'm definitely coming back and just to let all of you know I drove all the way from Vacaville to Redwood City because of how amazing they are and have been. Thank you guys for making my first car purchase one I'll always remember.
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August 2023 by Jessica McNamee
Aaron was the absolute best! He was so helpful throughout my whole process with buying my used car. He even went the extra mile to wash my car for me himself while I was doing paperwork! He literally made the whole experience stress free and was so patient the entire time. Big thank you also to all other individuals who helped make my car buying experience such a breeze. Highly recommend!
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August 2023 by Sierra AE
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.
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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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July 2023 by Lisa Tomasi
My subbie was very very stubborn in letting the mechanics know what was wrong with her. They spent 40 hours trying to find the problem. And it worked! They kept on being diligent and now I have my baby back.Harry Singh was the person who I worked with. First class!