Norm Reeves Subaru Superstore Rockwall Auto Repair Service

I’m not really upset about my recent experience; however, there was a communication failure that created a lot of stress for me. When I was initially told about the engine-related problem needing repair, it was implied that it was an out-of-warranty job. (And from my online research it sounded like it would be expensive!) But when I brought the car in for the repair work I was informed it would instead be covered by the power train warranty. That was a huge relief, but that information would have been much more beneficial if had been communicated earlier on.

Great service!

Customer service reputation is one of the Main reasons that I purchased my Subaru. Alex takes the time to explain everything. I don't ever feel like a "number".9

Chris and the services department was amazing like always They are running on all cylinders Chris listen to the customers to make sure they leave satisfied

Me visit to your parts counter was not good. Chris and service center did a good job and provided excellent service.

Service was fast and perfect all my needs were met. I am 100% satisfied.

Chris Linedo was great! Very personable and gracious.

Chris did a Super Job. Two Thumbs up!!!!

Chris as great. Took the time to explain everything and presented all options without being pushy. VERY refreshing!

The service was fine but I will say the communication as to what I was agreeing to could’ve been better… I had discussed the thermo valve being covered under power train warranty and he then asked me if I wanted the 60k mile service done… all previous major services were covered by my service plan, so I assumed this would be as well… but it wasn’t. It was $1400 out of pocket that I wasn’t prepared to pay at that time. When I signed the service agreement it was $0 because it was the power train service… not the 60k mile one… so when I picked up my car I was completely blindsided by the customer pay needed.

Alex is great: thorough, attentive, polite. Service was done quickly.

Alex is fantastic service associate. He was forth right and diligent in our dealings. I am yet to see how my car does as to how well it was serviced. The service staff was most helpful

they did a good and quick job---thanks again

Not happy with the service .I was told by the service rep that the noise on my car was gone after the service on the recall was done. Alex the service rep also told me that he couldn’t get a hold of the extended warranty company to approve a missing stud on the exhaust manifold I personally call the warranty and provide the information claim number and adjusters name and phone number to Alex he call adjuster and they denied coverage for the repair on. pick up my vehicle and it was in worse condition than when I drop it off more noise rough shifting. The customer service when I came back felt unwelcome, Alex told me to pretty much just leave the keys there and they’ll take it for a drive the next day. sales department was amazing when we bought our three vehicles but the service department for being my first time was a frustrating experience driving from Terrell to Rockwall for the vehicle to be in worse condition, make me feel like they’re not doing a final inspection on the vehicles after been serviced or check I don’t know if I feel comfortable bringing my vehicles back to the service department in this location if my vehicles are not gonna be inspected before releasing it to the customer, making sure that it was repair properly. No disrespect to anyone just my honest opinion. Hope this can be corrected and won’t happen again thanks..

I had an check engine light come on as I traveled from the Austin area to Dallas. I brought my vehicle to you to be repaired. Heather came to my assistance. She was very helpful, friendly, and found my my problem quickly. She got me into a rental vehicle, so I could attend my birthday celebrations and kept me informed on updates on my vehicle. She made sure repairs were made so I get home on time. I wished I lived in the area so I could routinely have my vehicle serviced here! Heather was a lifesaver!

Great customer service as always

all good

Alex and the front desk staff were courteous and nice. Thank you.

Excellent service experience from the advisor to time maintenance was done

Took a little longer than expected. Service department was backed up and busy. But overall I am happy so far with repair performed.