Santa Monica Subaru Service and Parts

I have owned multiple Subaru’s since 2012 and have been going to Subaru Santa Monica since then. Over the last few years, the service department has declined in communication, customer focus, and extensive wait times. In addition the employees they had who were fantastic are no longer there. They used to make me feel appreciated as a regular customer and made sure I felt satisfied with EVERY SERVICE. Now, I am treated like my business is not valued and that somehow I am to blame that they are short staffed or incompetent or slow! My latest experience caused me to write this review. I went in for an oil change and new front windshield wipers. I shared that sometimes my forester stalls out at a stoplight and the window won’t close sometimes- it goes up and down. I waited patiently for 3 hours, texting Ryan “how are we looking?” And “hello”? He never replied and when I tracked him down he said we have to do more investigating because the battery isn’t the reason for the stall. I could’ve told him that since it’s new. So I continued to wait, watching my car now. Nobody was even near it. In fact, when I finally said at 4hours- I need to leave in 10 minutes- they took off my wheels- why??? And then put them back on because someone told them I didn’t order a tire rotation. Then they put the wipers on - another mistake because they added the back wiper, which I didn’t need. Guess how much a new set of front wiper blades cost?? $90, more than the oil change. What!?!?? Crazy!! At the end of the experience, I recognize they spent no time looking for the diagnosis for my cars problems. And they let me sit there for 4 hours hoping they would find/fix the problem. With no communication. Nobody came to me in the lounge to say what was happening or how long it might be. I had to find the advisor after 3 hours and ask what’s up? And nothing had been done. I would rather drive to South Bay for service or go to Kondo than ever go here again. They used to have great, helpful employees, now they have people who are terrible at customer service and communication. Do better people!!

During the few years I’ve been going to Subaru Santa Monica the people there are always friendly, kind and top notch service for my vehicle as well as me as a costumer. They’re patient with me and have always gone above and beyond to help me with any questions or issues I have. In a world where fast pace and dependability on technology is encourage I am glad they’re still handling things the old fashion way. I highly recommend going there if you’re thinking of getting a Subaru!

My check engine light came on, so in to Subaru I went. Everyone was super friendly. My appointment started right on time. The waiting area was clean and had nice amenities like free espresso. Considering they needed to do a full inspection, it took a few hours, but for waiting in a dealership, they exceeded my expectations on ease and friendliness and expedited service.

Cristian was a great partner during my most recent visit. I marked down a star as evem with an appointment the service always takes 4 hours. Subaru needs to update their supply and demand processes to ensure their customers arent waiting as they are always backed up

The staff were really great. They were very forthcoming with answers to my questions and I appreciate the advice they gave. They accepted my decline as well as my approval of recommended changes without any drama whatsoever. These are really good people.