Norm Reeves Subaru Superstore Rockwall Auto Repair Service

I have been in several times and It’s been great service. Sandra helped me each time and was knowledgeable and polite as a person could be. I love my car and know I can get awesome service. Thanks!

Service was completed quickly and I was very well informed

Yes everyone was helpful and a great experience

Chris went above and beyond and made sure I had wiper fluid too even though I forgot to tell him.

Chris was awesome and always provides great customer service

Friendly fast service!

Yes, my service experience was wonderful. Sandra met me at my vehicle and advised me as to what would be covered for my service and directed me to the customer waiting area. She advised me periodically throughout the process. She was very knowledgeable and professional throughout the process!

Great service, spectacular repair work. Will visit in the future. Will recommend to others.

Great service by Heather and her team! She was able to get us in quickly and fix the problem in no time at all! Very impressed!

As always everyone is so kind and the wait time is never too long. My experience at Rockwall Subaru is always a good one. I went to the Ewing Subaru once and it was miserable and terrible and they tried in every way to con me out of money and I'll never go back. I will always choose Rockwall Subaru.

Customer service was great Sandra Gutierrez was very helpful and the Technician was very helpful he sent a video of him working on the car showing what needed to be done. I felt I was in the right place

Keep up the great job

No comment

Jesus Herrera was a great Service Advisor. He was very professional, attentive to the needs of my vehicle and took the time to explain all the details concerning my vehicle service.

Fast/efficient

Jesus was excellent at keeping me informed about was happening with my car. I think he went out of his way to try and help me find a solution to my problem. He was polite, kind, and helpful.

Not only did they check out all of the main things to see if they passed inspection, but put in new battery since mine was no longer working.

When I was in for service on a punctured tired my ascent with 33k miles on it was inspected and an entirely different tire was found to be worn to the wires on the inside. When I asked them to replace the tire under the manufacturer warranty which is on every tire I have ever purchased and is well beyond 33k miles for even summer tires they told me this specific tire had no warranty and this kind of failure was no surprise. They deflected my protests with comments about tire maintenance which was done at that dealership and on time. I even had them preform an alignment at 10k miles. I asked to speak to the service manager seeing no path to resolution. This is where my real dissatisfaction began. The manager began our interaction with confretaional body language, standing with his body purpendicular to mine with his hands above the waist. He did not show any sign of empathy for the situation I found myself in. He only deflected responsibility for himself and the tires. Stating that he was just in service and he did not work for or represent subaru. In further conversation he even told me that these tires regularly come in at 25k or 30k miles and have to be replaced. To be clear having some empathy for my situation carried no expectations of free service for me. It’s just a basic aspect of customer service and human interaction. The confrontational interaction with this service manager has ended my desire to have any further interaction with this dealership and the clearly sub standard tires Subaru has chosen to put on their new vehicles has left me with a bad opinion of Subarus quality.

Chris Pineda always takes good care of our car and us.

Chris was fantastic. Kept me informed and had a wonderful attitude. Great ambassador to the Norm Reeves and Subaru brands.