Had to take our work van here for regular service maintenance , dropped off early am. Staff was…read morefriendly and explained exactly what the process would be and how long it would take. A few hours later they called and said the van was all set and could be picked up. Super easy and convenient location, just down the road from work.

This review refers to their service department. Their sales department was great, the sales rep…read moreMike was fantastic. However, their service department, not so much. I had just picked up my new truck and was just 10 miles down the road when I got a check engine light, I didn't even make it home without a problem. I called the next day and they got my truck in for service. The service department said it was road damaged and not covered by the warranty. The front facing sensor bracket was broken and the service guy tried to prove that by pointing out two blemishes on the plastic cover which on close inspection by me look to be mold marks not damage ( I worked in the mold department of a local factory), I know what a mold mark looks like. A quick search turns up that a major cause of damage is pressure washing. The service department pressure washed the truck as prep for the undercoating they did. I argued with them and got no where, the charged me 900 dollars. They lost my confidence and my future business.

Well I had a little problem with my truck, "Black Nell". The engine light came on. So I drove over…read moreand they ran a quick test on it, there was a problem which pointed to the catalytic converter. They scheduled an appointment for a week out. I went out there first thing this morning and checked in. A few minutes later their shuttle driver brought me home. The gentleman's name was Domonic. I found Domonic to be just like every other VanBortel employee. Very polite and professional. As always I must say I'm pleased with all divisions of VanBortel. Sales, Service, Customer Care. And always remember to buy a warranty with your next car purchase. A great benefit they suggest to their customers. And it saves the $$$.

"Quick lane" is false advertising for the service end of this dealership. I drove 20 miles this…read moremorning for just an oil change, was treated by the service team with a paper mat placed in my car, and was told once I entered the waiting room there was nothing available til next day, and was told that in rather an abrupt way. Bad enough that this wasn't truly a "Quicklane" but also that the service team wasn't aware that they weren't taking more customers for the day by 9:30 am.

Austin was extremely helpful and very knowledgeable on the vehicle I was purchasing. I would…read morehighly recommend them and will definitely do business with them again.

Wyatt and Nico were very professional and accommodating as they appraised our car, made an…read moreacceptable offer, provided us with paperwork for our signatures and we walked out with a check a short time later. They made the process easy and enjoyable from start to finish. Thanks for the excellent, expeditious service! Sandra

In my 60 years in Rochester and Southern California, I have never had such great service as I did…read moretoday at BMW of Rochester. Both Scott (Yockel) and Doug went out of their way to get my new BMW in, serviced and out quickly. They went above and beyond to get the part I needed in record time. Their service driver, Ron Lalik, kindly drove us to a nearby diner for a great breakfast. The repair was done well and the work they did was shown to me for approval. A+ job all around.

I called as soon as they opened and was told I needed to speak to a service advisor to ask a…read morequestion. I was told they would call back. I then tried their online chat system; they couldn't answer the question so they informed me a service advisor would call back. I called about once every hour trying to get to someone but no one answered after my first call: not sales, service, no one and no call back. We were looking at a car in this lot and another. Won't consider them anymore. Customer service and communication are very important. That's the first impression.

Feels weird, 5-starring a car dealership. Bought a lot of cars over the years, and it's always…read morestressful and unpleasant. It's always high pressure and shady sales tactics. This was different. No "lemme talk to my manager..." BS. No starting out the conversation with "So what can you afford for a monthly payment?" or any other sleazy, underhand crap you expect when buying a car. Also wasn't left alone for extended periods of time drinking crappy coffee while they figure out how to screw you and try to convince you you're getting a deal. I know I'm salty about dealerships, but can you blame me? Everything was quick and painless. I got the price I went in expecting, npo wasting my time with nonsense. I even reserved my review for after the first service appointment. Bet even that was smooth as silk. Dropped the car off in the morning, they drove me to work, then drove me back after work to get my car. To be fair, I haven't had any problems with the car yet, so we'll see if they stay 5-star in that case, but here's hoping.

This once great establishment gets worse and worse by the day…read more - I once had to wait until way past 8:30 pm on a Saturday to get an inspection and new tires put on. I dropped it off before noon and they said it would be ready by 6 pm. - They pray on older people that don't know any better with high up front charges to diagnose and then use every line in the book to pay out of pocket instead of use their warranty. My girlfriend's A/C stopped working and they wanted $575 to diagnose the problem. The service manager said "things like rocks can damage the condenser and that's not covered under warranty" After a free visual inspection they coincidentally stated that a rock most likely damaged the condenser but they need $575 to do a full inspection. - "o rings are a wear item and not covered by warranty" - Van Bortel Victor Service Manager - I've started doing my own oil changes now because they take so long. - Air pressure in the tires are constantly set way too high. This has happened more than once across multiple vehicles and I have an industrial calibrated pressure gauge. My only thought on this is they do this to wear the tires faster to get more money out of you. - My co worker has a Subaru WRX STI and one of the members of their service team took his car on a joy ride and red lined it so much that the reset boost gage was maxed out. - Their service department is terrible and after buying six vehicles from here, 2008 WRX, 2013 WRX, 2013 Crosstrek, 2022 WRX, 2023 Impreza and 2024 Crosstrek Wilderness and I will no longer buy from this establishment because of their horrible service department.

I had the best car buying experience I have ever had today at Van Bortel Subaru of Rochester!…read more I worked with Shawn P and not only was he professional, but fun and made the entire experience smooth and stress free. Was a no pressure deal and gave me a great deal without all the back and forth hassle you get at other dealerships! My entire family has used Van Bortel and Subaru for years. 3 generations of happy Subaru owners! I chose the 2026 Ascent Onyx Touring for its towing capabilities as I was coming from an F-150. It tows my Bayliner with ease and I hardly notice a difference! I would also like to add that the service department is also incredible. I had faulty trailer brakes on my trailer and one of the technicians Tom went above and beyond to help me diagnose the issue and gave me recommendations on how to fix it even though they don't normally work on trailers he still pointed me in the right direction. I am THRILLED and would HIGHLY recommend Subaru and this dealership to anyone! Thank you!!! -Nick

The car buying experience is five stars. The people in…read moreservice also earn five stars; the quality of repairs is good and the waiting area is quite good. But scheduling service is very difficult. I can't say enough about how great the car-buying experience, in every way. They work with you to get the car that fits your needs (I got one of the last manual transmission Crosstreks!) They're available to help with the process of changing registration and all the other items to get the new car established. They offer follow up with any questions, including about warranty. They carefully explain warranty options. This is my first subaru : compared to Toyota - Subaru's people and work on doing maintenance and repairs is just as good and the waiting area is almost as good as Toyota. Scheduling service, though, is another story -- much worse than Bob Johnson Toyota. At Toyota I could easily schedule a time to come in. My first February after I purchased my car I tried to set an appointment up at Subaru *a month in advance* at a time when I'd have work to do while I waited and all they had was early morning and evening appointments. When I called about this difficulty I was told I should just do drive-up service and I'm going to try that.I used that rather than an appointment only had to wait less than two hours for an oil change, so that was fine -- I could come in when I had work to do or the day was not very nice. The people were very helpful getting me a maintenance book for the used vehicle I bought But the second time I tried to use the drop-in service (for an inspection and oil change in August), I arrived shortly after 1PM and was told they were willing to fit me in, but that the wait would be perhaps til 8PM close; they said they were telling others they should come back the next day. I checked Subaru's online appointment system and the first appointments available from the time I write this review are 29 days from now -- and those appointments are very limited (early morning evening.) About 34 days from now there are appointments available. In my many years with Toyota, calling a week in advance was enough to get an appointment. This shows that the problem I experienced in February -- not being able to get an appointment within about a month -- is the same in August. In retrospect, I think, Subaru doesn't accommodate those who want to wait on a repair very well. My wife has had a Subaru and I found it hard to schedule repairs. Subaru a shuttle and $10 car rental on offer. They're much better set up for people who want to drop their car off rather than wait. Subaru's difficulty scheduling is probably because of how successful Subaru sales is. Kitty Van Bortel has built a great company with committed people who work at Van Bortel. I don't know how Subaru could solve this problem. On this August day I tried to get a drop-in oil change and inspection, I was told about the 150 vehicles they were trying to get through. And they were personable - gave me a card and said I could try to call in advance and personally helped back me out of the crowded entry to service. I have had one maintenance done with Subaru and was welcomed warmly, the staff was great, and the service was quick. But scheduling service is tough. (I'm also no fan of online-only setting up appointments to have work done).

I received a recall notice for an air bag in my Silvarodo pick up…read more I called Farnsworth and made an appointment. I showed up for the appointment on time this morning and was told that they did not have the replacement air bag. The truck gets very poor gas mileage and at today's price I paid almost $20 round trip to Farnsworth for nothing and will have to make the trip again. Would seem like they would have known they didn't have the material when I made the appointment or could have at least called me to reschedule.

I used them back in 2017 with my old equinox. I called them as my truck wouldn't start. They picked…read moreit up and when I received the call what was wrong told me that i needed transmission. 4,500 later I find out I didn't need to replace it it was some plug thing. So I ate that like a champ. So a few days ago I decided to have my new equinox wheel bearing done as I knew what was wrong... Well they come to room and tell me that o needed brakes and rotors. ( I haven't had issue with brakes at all not a noise and grind) I tell them ill wait. I also had inspection a week ago. My brakes had 30% life left I leave dealer ship notice my tires are covered in black brake dust. Also just washed it across street before i went. (Proof) and 5 miles done road my brakes are grinding like Metel to Metel. Whoever drove my car after service check stood on my shit . they had too. So today I go change brakes they didn't put my set bolt back in I'm done with them. Great costumer service at desks but screw the garage