Carbone Subaru of Troy

I went through **** with Carbone and their Manager, Kevin Hoagland, and old Service Manager, Rich Grubin, who repeatedly treated me like a garbage human, and offered no help (yet has tried to tell me that he’s been a champion for me). My car was in their shop 19 times in 19 months. Many of those times my car was there for days on end and sometimes over a week. I repeatedly asked for things to be fixed that never were. One of their mechanics pulled me aside and told me that I had been being gravely lied to and that there was a lot wrong with my car that was not being properly fixed. Let it be known that I wrote letters to Enessa Carbone, the big boss of Carbone, about my problems and she never responded. I also took this to the top of Carbone's mother company, Lithia Motors, and never received help there either. I have every record, every email, and every letter to prove their combined exhaustive gross negligence… I first started taking my Subaru WRX to Carbone after the first engine and turbo failure at 42K. They rebuilt the small block and it failed. They replaced the small block and it failed. That was just the beginning. (NOTE: there are many lawsuits occurring for 2012–2018 Subaru engine defects—I just received official word that I am included on one them that automatically extends my powertrain warranty to 100K). The only thing that kept me sane during the over 40 times I had to physically be in that shop was Franny McGivern, the former Service Rep, that treated me kindly, respectfully, and was a truly honest man. SOME of the “repairs” completed at their shop: * rebuild small block (connecting rod bearing, camshaft, etc.) * completely replace small block * oil pan/oil pump (metal contamination) * battery went bad after engine repairs after the car was returned to me * random intercooler inlet disconnected/clamp broken, towed back right after getting back for engine repair * front axle * cv boot * sway bar links * random check engine light on * ball bearings * bushings * hood prop rod * bad map sensor * bad o2 sensors * throw-out bearing * heat mode door * heat hose clamps * major idle problems (were sometimes through the roof 3k, and sometimes so low—would have to give gas to keep car running) * cleaned throttle body * dash lights on without key in ignition or lights turned on (1X) * windshield spray sprayed on its own (1X) * adjusted e-brake * intake hose/clamps left off, replaced * windshield 2xs (rocks) —now the dash squeaks * front breaks were replaced and they left the anti-rattle clips off and they squeaked for a year before the dealership finally agreed to look closely at them twice and finally found the clips missing * etc… TODAY my car has ~66K on it and I brought it to another Subaru dealer for a full look over and what they have found is beyond disturbing, yet I am not at all surprised: * Engine missing hardware * bolt sheered off in engine frame * turbo mount brackets missing * heat shield over turbo missing * clutch that was just taken out to repair another part and was working perfectly before Carbonne took it out, but has been acting up since they put it back in, now deemed bad * cowl fasteners missing * engine pitch stopper is not secure and hardware missing * front fender loose at mounting point * transmission missing hardware and incorrect fasteners • etc. NEEDLESS TO SAY, Carbone has been doing me wrong for a long time. I knew that. I now have physical proof. To my face, Kevin Hoagland told me that I was no longer allowed to take my car to Carbone, and then he proceeded to describe my car completely wrong—the wrong year, wrong diagnoses, wrong amount of miles, etc. and make claim to have done right by me. You better believe that I called him a liar and told him I would get justice and was loud enough to make sure every last person in Carbone heard me. I WAS NOT WRONG. I will not be taken advantage or lied to. I will rightly win this fight. And, hopefully, the mechanics that have been neglectful, harmful and dishonest about my car, and Kevin Hoagland, are fired.

I think they do a great job taking care of the cars. They don't misrepresent things. They tell you and they show you. They are willing to be understanding if you have to delay service. They tell you what can be done now. That's good. 

It was ok. We did a little bit of trading. I got them to throw in a couple of accessory things. It was a used car. I thought their salesman was good. I mean, you expect a car salesman to be a car salesman. He wasn't underhanded or misrepresenting anything or that kind of stuff. I talked to the bosses sometimes and so forth. They're car dealers, and used cars are where the money is at, not new cars, so you expect them to get the price they need and you don't trust them really. Their not really pushy. Professionalism was very good for being a car salesman. 

Do your research on the cars and the prices in this area. For that car, a used car, the prices are very  negotionable. Just stack yourself up with information. It's not like their going to try and cheat you, but that is where their money is made - used cars. The salesman was ok.

They're very responsive. They are very professional, very well-trained, very responsive, willing to show you the problem, if they see a problem and explain it very, very carefully, so that you understand. If you have a question, they answer. What I don't like is being up-sold. They are lovely, they do a terrific job. They are good up-sellers.

BEWARE, multiple problems ,poor response to resolving issues or correcting mistakes ,multiple errors in service reports, problems with billing dept etc. I have been a customer of Carbone Subaru in Troy for the past 6 years and have had many issues too numerous to include particularly in the past 2-3 years. One example-I went to Carbone Subaru in Troy on 8/25/16 for a routine oil change and tire rotation. On my previous visit on 3/24/16, the report sheet showed my rear brakes were in 'yellow' requiring future attention. I was interested in knowing the present condition of brakes and when I saw the report sheet, it was not completed. When asked about it, the Advisor said that if there was a problem with the brakes, he would tell me .I was especially concerned because on previous visits I was misadvised. On 10/30/2013 I had front and rear brakes done at 30,000 mi. On 4/21/2015 I was advised that the front brakes needed to be replaced again at 39,000 mi and I went back on 6/3/2015 to replace front brakes. After expressing concern about needing brakes so soon, I was told that the brakes were fine. On 10/22/2015 at 48,000 mi I brought the car for NYS inspection and was told that the rear brakes were metal to metal. I had not been advised on any earlier visits that the brakes were worn and needed to be replaced soon and the work was completed that day. Then, on visit 3/24/2016 at 52,000 mi ,the report sheet indicates that after only 4000 miles ,the rear brakes were worn and needed future attention. I have had multiple issues with the service dept and they seem unwilling to investigate concerns or take responsibilty for their mistakes. Multiple times, the report sheet is not completed, NYS Inspection not done when requested and I had to go back next day. I had a Subaru Voucher worth $350 and on the second time using it, they deducted the full amount remaining of $270.62 for a $40.50 service without my knowledge leaving no balance. When I tried to use it the next time, they said I had to contact Suburu and even though I had all my records with me, they were unwilling to really get to the bottom of the problem. I called Subaru and when they called the manager at Carbones, he was unwilling to discuss the issue with her as well. Wow! I have had issues (way, way too many to include here) with their service since they moved into the new building. So much more I could say ,but, I will say be warned!!!!!! They are so friendly trying to get you to pay for expensive Maintenance Services etc, but, I haven't found genuinely good customer service, reliable maintenance and repair service and a trustworthy dealership.

unknown

They have been just terrific. They are efficient, clean, and honest; when there is nothing wrong, they tell us, and when there is something wrong, they fix it. Nothing has ever been outrageous at all. Everything has been reasonably priced. We check out people pretty thoroughly before we use them.

I have always had my car serviced at Advantage Subaru. I have always brought it back for the rountine maintainence required. Any small problems I had were immediately addressed.
when The first and quot;check engine light and quot;came on, I brought it back. Advantage had now become Carbone. The light came on repeatedly. I brought it back seven times. Every time they found a new problen and changed that part. When I finally got discusted and decided that they didn't know what they were doing. I threatened to bring the car to Goldstein Suburu in Albany, they Brought in a service tech from Subaru of America. He apparently resolved the problem.

I called yesterday and said I needed the rattling muffler looked at, and an oil change, I also was hoping they would do a check to see what the recommended service would be at this point. Sara fit me in first thing this morning because I work full time and go to school at night. She mentioned I was close to the 60,000 mile recommended service but said maybe the dealership where I bought it already performed it before selling me the car/putting it on the lot. She had the technician check to see if there were any signs of that before recommending it and charging me. After a while the technician came out and showed me the clogged air filter and cabin filter - both were really disgusting and looked like they hadn't been changed in years. The technician also told me I was losing tire pressure from dry rotted tires (there's visible cracking between the treads although the treads look good). I chose to have the recommended service done and they fixed my muffler free of charge (just had to tighten something)... My car feels a lot better now.
I feel very comfortable with Sara and her judgment, and the other people I have spoken with there. I don't think they carry any of that typical dealership stereotype - at least in the service department.
Spending $30 last time, and spending near $500 this time made no difference in the type of service I got.
If you're a potential customer, I would take the leap and call them. I feel like a valued customer here - which was difficult for me to find since I am not originally from the Capital District and had no contacts for car service.
Also - getting a $24 oil change at a dealership is really cheap.