I am extremely disappointed with my experience at Faulkner Subaru Easton and will not be returning for future service.
I originally contacted them regarding an issue with the exterior trim on both sides of my 2022 Subaru Outback. They offered to repair it for a cost, which I agreed to. Since my vehicle would already be there, I also scheduled a service appointment to have them look into another concern: my Outback has recently become sluggish and does not seem to be shifting correctly. The vehicle only has about 30,000 miles on it, and while there were no warning lights on the dashboard, I was told they would still look into it. I purchased this vehicle from Faulkner Subaru as a Certified Pre-Owned vehicle in April 2025, which is why I chose to return there for warranty-related concerns.
From the moment I arrived, the customer service experience was disappointing. I pulled my vehicle into the service garage, walked inside, and stood at the service desks for a while without anyone acknowledging me. Eventually, another customer walked in and was immediately noticed, and we were both told to go wait in the lobby because they needed to do walk-arounds of the vehicles first.
After waiting about 10 minutes, my last name was called from the service area. Since there were multiple employees sitting at the desks, I approached the first person I saw, only to be met with an attitude that he was not the person who called me. I explained that I did not know who called my name because there were multiple people there, and I was eventually directed to the correct service advisor.
During check-in, I was again told that because there were no dashboard warning lights, diagnosing the shifting/sluggish issue could be difficult. I was advised they would road test the vehicle and submit findings to Subaru, but if nothing was found, I would be responsible for a $97 diagnostic fee. I agreed to that possibility and authorized them to proceed.
I was given a loaner vehicle and left. About three hours later, I received a text message with four service recommendations. The first was an oil change for $111.97, even though my oil change had been completed just three days earlier at another dealership. They also recommended an engine air filter replacement ($72.28), cabin air filter replacement ($62.40), and brake pads ($588.89). These recommendations were not consistent with what I had been told by the dealership I normally use, and I immediately declined all additional services.
Shortly after that, I received a video stating that my vehicle had too much oil in it. I was then contacted by Jason from the service department, who told me they could not road test my vehicle until the oil issue was corrected. When I asked if there would be a cost associated with resolving this issue, his response was that they do not "just do work at no cost." I found that response extremely rude and unprofessional.
At that point, I told them to stop any further work on my vehicle and that I would take it back to the dealership that performed my oil change to address the concern.
The following day, I returned to the dealership that had completed the oil change. They corrected the issue, but I was advised there was no way too much oil was added during the oil change, especially since I have had multiple services completed there in the past without issue.
Overall, this experience left me feeling like Faulkner Subaru Easton was more focused on finding additional services to sell me rather than helping diagnose an issue with a vehicle they sold me. The attitude from the service staff and the way the situation was handled were extremely disappointing.
I will not be returning to Faulkner Subaru Easton. I will be taking my vehicle to another Subaru dealership for any future warranty or service needs. read more
