On October 7, 2022, I took my Ascent to have the 30,000-mile maintenance done, the service at the time was good, but now I have questions regarding my invoice. I had a card from Paul Hatcher to receive a free oil change which I did not get and of course the service advisor took the card and did not give it back. I am now having other issues besides trying to contact them about the oil change which should not have been charged and after leaving 3 messages my calls are not being returned. I thought by posting this review I might get some response but this has not happened. I do have a copy of the card Mr, Hatcher gave me so I do have proof I did have a free oil change. I guess Subaru does not want further business from our family. read more

I was calling around and looking for a specific new vehicle. I told their sales person that I had been calling around as this particular vehicle is tough to find in the current vehicle shortage environment that we are in. The sales person takes down my information and says that he will get back to me. An hour later this person calls and says that they have found the vehicle and it's available for purchase. Great! We start talking about the details of the vehicle and everything is going quite smoothly until I ask him what the pricing looks like compared to MSRP. From my calling around I do know that some, not all, dealers are adding to the MSRP because of their lack of vehicles. From my calling around the most that I'd heard of any dealer adding to the MSRP was $3k and they were very upfront about this up charge. Well this gentlemen says that indeed they do have an up charge on the MSRP but it includes a 100k mile powertrain warranty. Keep in mind that Subaru of America automatically provides a 60k powertrain warranty. So I ask him what is the up charge? 9 THOUSAND DOLLARS. What the holy hell! 9k dollars up charge to MSRP and all I get is an extra 40k miles powertrain warranty. What a cold crock of bologna. This is not even a bumper to bumper warranty which typically costs $3k for 100k miles. When I tell him that there is no way in Gods green earth that I'm paying $9k over MSRP for an extra 40k miles powertrain warranty he tells me that they have the lowest up charge of any Subaru dealership in town. Well Sir, you are correct! As Basin Subaru Midland is also the ONLY Subaru dealer in town. Then he tells me they their up charge is lower than most of the Subaru dealers in Texas. This is a blatant lie. I had already told him that I had called several dealers. Look it's one thing to just say we have an up charge and be honest with me. But spinning it as a benefit and fabricating the truth is unacceptable! iYou have been warned! Do not do business with these sheisty sales creeps at this dealership! The Subaru dealership in Lubbock quoted me straight up MSRP and shot me straight. Peace. read more

I brought my Subaru in for its 6000 mile oil change and tire rotation. I really don't like getting my vehicle serviced at dealerships. Experience has proven out that this is seldom if ever pleasant, but my service package came with the purchase of the car. The 6000 mile service includes oil and filter change, and a tire rotation. The service representative argued with me that a tire rotation did not come with the 6000 mile service, but the maintenance plan paperwork that came with the car specifically said it did, as did the website when I made the online appointment. He said he would "look into it". So we're already off to a bad start, but I'm hoping things will get sorted out when he "looks into it". I left to go to lunch and when I came back an hour and a half later, the car was pointed in the opposite direction, so I assumed it was finished; however, when I went in to get the keys, another representative was in the process of arguing with the first guy I talked to that the car was indeed supposed to get the tire rotation. So back into the shop it went and into the waiting room I went. While I was in the waiting room, I watched as two of the employees ran up and down the hall hollering and playing grabass for a bit, and then the service manager came in to tell another customer that her car detail job would take 2 hours because her car was "disgusting" on the inside. I could not believe my ears. As any rational human being would expect, she bristled, and said to forget the detail job, and she would not be coming back. He back-pedaled a bunch, but by then the damage had most assuredly been done. This guy looked old enough to know better, but evidently not. After my car came out from the tire rotation, the door handle and the front face of the steering wheel were covered with grease. I'm talking all 360 degrees, like it had been applied with a paint brush. When I got home, I had to wash grease off my hands, and then use a damp rag to wipe it all off the steering wheel. I really don't understand how people like this make it in the service industry. read more

This new Subaru dealership in Midland is right off Wall Street. It has a friendly staff with Pete Martinez, fast and prompt service department with free car washes! Highly recommend coming to this dealership if you're looking for a dependable, safe and reliable vehicle plus service with a smile. read more

Stay away from these guys!! My husband and I tried to trade my car in for a truck. After he signed the agreement with them and put additional money down, I came by the next day to swap my car for the truck (I had to clean my car out!). But instead, I get dragged over to the finance guy, and told "OOPS! We can't give you the deal we told you yesterday that you already signed for! Instead, take *this* deal." We were very aggravated with their backpedaling, when they'd already taken our money! They would have gotten more on that deal than the one he was offering that day. We needed that specific monthly payment for a REASON. That was the biggest specification, and they stomped all over it with their manipulative tactics. I called my husband to talk it through briefly, but when the financial guy spoke to my husband, he was extremely aggressive when my husband told him that he doesn't have time to redo all this bargaining (which they spent hours doing the night before!) since he was AT WORK. That man had the gall to tell me that my husband "isn't a very patient man" and that he "doesn't see the whole picture." He was very rude, condescending, and unprofessional, so we said that unless they can give us the EXACT deal or better, we're not buying the truck. All over, right? WRONG. They are refusing to give us our money back, so my husband is opening a dispute with the bank. We can't even hope to find a truck without that chunk of money. My husband spoke to a manager there, and just told him that they're keeping the money. This is the seediest, scummiest behavior I have ever experienced at a dealership. STAY AWAY!! read more

I moved to Midland in late 2017 and went to Basin Subaru while it was under former ownership. I was not impressed. Because I love my Subaru and prefer technicians trained on Subarus, I returned to the dealer after it changed hands. The difference is night and day. The new management, service techs and sales team care about their clients, are responsive and thorough, and do what they say they will do. These are good people offering an excellent auto brand to the Permian. Try Subaru vehicles -- you'll love them for their reliability and safety -- repeatedly highly rated by Consumer Reports. I'm on my third and saving for my fourth. Try the Basin Subaru team. I'm happy to report that they're nothing like the outfit described in earlier Yelp reviews. read more

Save your time and money and take your vehicle to Lubbock. Subaru of Midland charges over 100% mark up on its parts and their labor rate is $50/hr higher. They have only one tech on staff. I called 20 dealerships in TX and could not find one even close to their pricing on parts and service. Spoke with both the General Manager and Service Manager, both insisted they were not price gouging or out of line and said they would not apologize for making a profit. I'm all for making a profit, but they are definitely out of line. read more

THE WORST SERVICE DEPARTMENT. We have a 2014 forester AWD and the manager tried to put a non-matching tire after we had a flat. Uhmm it's AWD, everyone knows that the tires all need to be the same and the same tread or it creates problems. 3 hour oil changes, they take forever. Make an appointment time and your car still won't be ready for hours. They're not knowledgable and don't even know the fluid your car takes or if the have it in stock. Bought my Subaru in Dallas. I would have never gotten one if I knew this was the service department I had to use. My car was dirty and they wrote HELP in the back window and I had a ding in my passenger side door that wasn't there before I took my vehicle in. The service manager talks down to women so be prepared. What a pathetic, unprofessional excuse of a service department. If you can take your car anywhere but here, it would be a wise choice. read more

Absolutely terrible! As nice as they were before the sale everything afterward has been a nightmare. It has been almost 2 months since we purchased our outback, they have yet to pay off our trade in OR give my new lien holder the title to my new vehicle. Did I mention my temp tags are about to expire? Do they care, hell no. Last time we called about it they hung up on us. We have been in contact with Subaru corporate to complain about these people. STAY AWAY! read more

In the middle of a cross-country moving trip with my husband and when our check oil light came on. The team at Basin Subaru took us (and our two cats AND all of our stuff) and had us back on the road in no time at all. They are a lifesaver! read more

Took my brand new Subaru into dealership (after waiting a week for an appointment to open up) because blind spot detection light came on. Two days passed. Went to pick car up and they said it had not even been worked on yet. But for the past two days, I was repeatedly told it was being worked on and just needed more work. Needless to say, my car was never repaired and I did not appreciate being lied to. read more

Managers suck, stand like they don't know what the hell to do, don't introduce themselves, also say they aren't gonna run credit because they show you the forst numbers before, and they ran my credit twice in one visit, waste of time read more

HORRIBLE experience all the way around. Had the displeasure of dealing with sales, service and general office staff - no a single one was helpful. Did not take possession of new car for a week due to service issues, it was a brand new car it should not have needed service. Took an entire 60 days to receive tags and I'm still waiting on the title for the cash purchase. I hope nothing goes wrong with the car, I will drive days to a different dealership to get it fixed. Basis Subaru has no customer service at all. Sadly, I must give a 1 star rating, it it went lower I would say -2. read more

terrible service. have sevice warranty and it's in shop for six weeks, they haven't even looked at it I said I would complain and general manager [Sammy rodriguez] said it was a threat and started yelling at me. said he wasn't going to repair it and was having it towed off. who knows where. he has n over rated opinion of himself read more

Don't buy a car at Basin Subaru and expect to have any kind of service afterwards! This service department sucks. At the beginning of this year I had an accident and needed some repair. After 2 weeks of them telling me every single day they would look at my car - and then lying about the insurance adjustor not giving them approval - I had to have the car towed from Basin Subaru to another garage. They fixed it in 2 days. I made an appointment online to have the 30,000 mile maintenance check this past Saturday at 10:30. I show up and the service department is dark. I start looking around and find Sammy Rodriguez in his office eating. I ask what time the service department opens because I have an appointment at 10:30. With his mouth full he said we are not open on Saturday.Well, you can make appointments on Saturday online. I think they should change the online system and at least call me and let me know I really don't have an appointment. With mouth full I get a very unapologetic "sorry mam". I have had 2 friends that warned me to buy from Basin Subaru. One had her forester worked on here - her wheel fell off as she was driving away from service department AFTER they fixed her car. Next friend, they put the wrong size oil filter on his crosstrek. Really? cant even get the oil filter correct? I need to buy another car. Really love my Subaru but there is no way I am going to buy another Subaru and go through hell for any kind of service. Run - run fast the other way. read more

Terrible service center. Can not get a warranty issue fixed because they can't even get a part ordered that it needs. Spent over a month trying to find out if the part came in or not to take the car in. They say they will call me back 3 times and 3 times I have not received a call back. I go in finally for the 3rd time and they tell me I need to leave my car to order the part. I would rather drive to Lubbock than let them even change my damn oil. Don't buy a car from here, they can't support it. read more

I dropped my car off on March 7th in the afternoon for a power steering leak (warranty) and we did that because we were going to be out of town. I told them that I needed the car back by the 15th, and was told that is should not be a problem. I called them on the 13th, and after being put on hold, disconnected, and told the person I wanted to talk to was either not in or busy (5 hours) I was told that the parts had been ordered but had not arrived. I was told the car was looked at on the 8th (later I was told by the general manager the parts had been ordered on the 7th...hmmmm). I called again, and was told on the 15th that the parts were in and it would take 6 hours to finish (hmmmm...again), but that I would not get the car back until the 16th at noon. Friday came and went, and no car. I called again, and was told it would be ready saturday the 17th at 10 AM, and once again no car. We were told that it has to go to the alignment shop still, which was closed. I was then told, it would be ready Monday the 19th. Finally at 5:30pm on the 19th we got our car back. They did wash it, but that does not make up for the GIANT run around I waa subjected to, and the rude behavior of the staff. I understand that I was not their only customer, however they should really treat their customers better. read more

Dealership has a friendly staff. Hugo Serrano did a great job helping us to find the right model and price. No pressure, no hassle. A refreshing change from all the other car dealers in the area. read more

Things are looking up at Subaru! Set up oil change before thanksgiving and was told I was out of free ones so I went anyway. Shop was closed for unknown reasons. After Thanksgiving found out new ownership had taken over. WOW. Like night and day. I was 3000 miles past my last free oil change but they did it anyway and gave me free air filters because they said it was obvious they should have been changed before. Did oil change, tire rotation in one hour even though they were franticly trying to get everything up and running after ownership change. New owner stopped by to meet me and explain that there is a new sheriff in town and everything will be different from now on. Now owned by a larger auto group I think. Give them time to work out the backlog of repairs and restaff and restock and I know you will notice that it is much better! So glad because I have two Subaru's bought from this dealership. read more

WORST EXPERIENCE EVER. I have never had to deal with this when I bought any car. I traded my 2012 charger for a 2012 Camaro in late April. It is now June 2nd, and my charger has yet to be paid off, they have requested THREE TIMES to have payoff days, which they have missed all of them! This dealership is a joke. I will never buy from them again, and recommend to anyone looking for a new or used car to go elsewhere. They have til today at 5pm to pay off the charger. &I it they can't do that, I'll take legal action. DONT BUY FROM THIS DEALERSHIP. read more