Customer Testimonials in Rochester MN

Thank you for all your help. Great experiance. Love the Lincoln MKX. See you again.

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One of the worst experiences I have ever had with a dealership. I had purchased my vehicle in February '25. Came in for a routine oil change end of November which took over 3 hours and was told there were several "leaks from the hoses" in my car that would need to be fixed. They then couldn't locate my purchase nor could they see that I had an extended warranty (they later found it after asking for help) I was told "it should all be covered" and to bring my vehicle back on December 1st at 10am. ... Read More

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DealerRater - Dec 13, 2025

One of the worst experiences I have ever had with a dealership. I had purchased my vehicle in February '25. Came in for a routine oil change end of November which took over 3 hours and was told there were several "leaks from the hoses" in my car that would need to be fixed. They then couldn't locate my purchase nor could they see that I had an extended warranty (they later found it after asking for help) I was told "it should all be covered" and to bring my vehicle back on December 1st at 10am. I get to the dealership on the 1st and my loaner wasn't ready, nor did it have gas. They took about 30 minutes to gas it up and put it outside where I had to put all 3 car seats into the loaner (I was told this vehicle was a 3rd row and could fit all three car seats which didn't work as I couldn't get to the third row without putting down seats in second row which you can't do with the car seats) The staff that were there when I dropped my car off were less than friendly and said nothing but pointed to the car when it was finally ready for me to take it. We went all week with no updates until Friday when we were called asking if they can order the parts. Why did my car need to be there all week if they hadn't even ordered the parts? They then ordered the parts the FOLLOWING week on Monday. Still no update so we called Wednesday and was told we would get a call back which didn't happen. We call again Thursday and someone FINALLY calls us back around noon and tells us it should be done by 5pm or for sure noon Friday. We were then also told we would have to pay $700 because there were things not covered under the warranty. Friday comes and we hadn't heard anything so we call AGAIN and were told that now there was an issue with the alternator (there was no mention of alternator issues when I had my oil change and where I was told about the other issues) but they said this will be covered. We go get the vehicle Saturday and were then told the total was over 900 because the alternator wasn't covered. We then told the guy this who isn't the guy that we've been told was handling all of this and they come back and say they took care of the price and they didn't know why it was on there. I will never again recommend anyone to this dealership nor will we be back for any services. Quite literally the worst experience I have ever had.

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I bought my car online, and Isaih made the process smooth and stress-free. He sent detailed videos and pictures, answered all my questions quickly, and made sure I felt confident every step of the way. I highly recommend working with Isaih and buying a car from Subaru of Rochester, top-notch service all around!

Very timely service and the staff was so nice. First time using this dealer since moving to MN. We will be back.

I was on a road trip when my Subaru was due for its first service. They didn’t have any appointments for over a week, so I did the drop-in service. They told me when I dropped it off that it might be three hours because they’d been very busy. My car was ready in just under three hours. They obviously emphasize Customer Service because they took great pains to make sure that everyone was comfortable as they waited, and at the end they explained everything they had checked and done to my car. Everything worked fine afterwards and ... Read More

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Google - May 30, 2025

I was on a road trip when my Subaru was due for its first service. They didn’t have any appointments for over a week, so I did the drop-in service. They told me when I dropped it off that it might be three hours because they’d been very busy. My car was ready in just under three hours. They obviously emphasize Customer Service because they took great pains to make sure that everyone was comfortable as they waited, and at the end they explained everything they had checked and done to my car. Everything worked fine afterwards and they gave my car a complementary car wash.

Excellent service, regular updates, friendly attitudes, professional/relaxed atmosphere, nice amenities in the waiting room. Seemingly an efficient and straightforward work order system, with genuinely happy staff sans the chaos and confusion of other dealerships I've seen.

My first impression is not good in that the car had about 2 gallons of gas when I drove away. I was told there would be at least a half-tank of gas. I’ll see how I like the car after I drive it for awhile.

Extremely poor team work and organization at this place. I found a Dodge Grand Caravan i liked for sale at this place. They had it since before March, based off the Carfax report of all the work they had done to it back in March. I went in at 9:30 am, spoke with a salesman about it, did test drive ect with it. By approximately 10:00 am had paperwork done and waiting on loan approval. This took about 10 minutes before approved. During the vehicle inspection, I noticed the vehicle was dirty on the inside. Had crayon, food crumbs, dirt and debris, along ... Read More

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Google - May 29, 2025

Extremely poor team work and organization at this place. I found a Dodge Grand Caravan i liked for sale at this place. They had it since before March, based off the Carfax report of all the work they had done to it back in March. I went in at 9:30 am, spoke with a salesman about it, did test drive ect with it. By approximately 10:00 am had paperwork done and waiting on loan approval. This took about 10 minutes before approved. During the vehicle inspection, I noticed the vehicle was dirty on the inside. Had crayon, food crumbs, dirt and debris, along with a vary large collection of leaves under the hood. I was told this would be cleaned and taken care of. During the financial part of things, I agreed to add on the Diamond Infusion windshield thing, but I wanted it for my wife's vehicle and not to put it on the vehicle purchased, that I would purchase and take all 14 applications home with me, the financial guy checked to see if they had enough and to tell them NOT to put it on the van. They said they had plenty, and that it would not be applied to the van. Later I was told they were doing things to the van it would be ready shortly. This went from around 10:15 am to 1:30ish pm. Everytime I asked when it would be ready they said soon, shouldn't be no more than 10 or 15 minutes. Then they told me they were putting the Diamond Fussion thing on, I told them it wasn't supposed to be on it was for my wife's car. Got 0 response about it. Finally I get the word the van just came out of the car wash and is ready. I go to leave they ask me of I got the other Diamond fusion applications yet, I said no not yet. They go to check on them, came back and said they were out and I would have to call them later and have them mailed to me, after being told 3 times they had enough and I would get them that day. I also tried speaking to them about getting a dash cam, but that was also completely ignored. During that time they had the van "doing things to it" I didn't see anything cleaned up in the van, the leaves were still under the hood, the food crumbs and debris still all over and the crayon still there, and the large amounts of dust all over. So for all that time they did nothing to it after being told it would be cleaned up and detailed. Very disappointed in the experience.

Extremely poor team work and organization at this place. I found a Dodge Grand Caravan i liked for sale at this place. They had it since before March, based off the Carfax report of all the work they had done to it back in March. I went in at 9:30 am, spoke with a salesman about it, did test drive ect with it. By approximately 10:00 am had paperwork done and waiting on loan approval. This took about 10 minutes before approved. During the vehicle inspection, I noticed the vehicle was dirty on the inside. Had crayon, food crumbs, dirt and debris, along ... Read More

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Google - May 29, 2025

Extremely poor team work and organization at this place. I found a Dodge Grand Caravan i liked for sale at this place. They had it since before March, based off the Carfax report of all the work they had done to it back in March. I went in at 9:30 am, spoke with a salesman about it, did test drive ect with it. By approximately 10:00 am had paperwork done and waiting on loan approval. This took about 10 minutes before approved. During the vehicle inspection, I noticed the vehicle was dirty on the inside. Had crayon, food crumbs, dirt and debris, along with a vary large collection of leaves under the hood. I was told this would be cleaned and taken care of. During the financial part of things, I agreed to add on the Diamond Infusion windshield thing, but I wanted it for my wife's vehicle and not to put it on the vehicle purchased, that I would purchase and take all 14 applications home with me, the financial guy checked to see if they had enough and to tell them NOT to put it on the van. They said they had plenty, and that it would not be applied to the van. Later I was told they were doing things to the van it would be ready shortly. This went from around 10:15 am to 1:30ish pm. Everytime I asked when it would be ready they said soon, shouldn't be no more than 10 or 15 minutes. Then they told me they were putting the Diamond Fussion thing on, I told them it wasn't supposed to be on it was for my wife's car. Got 0 response about it. Finally I get the word the van just came out of the car wash and is ready. I go to leave they ask me of I got the other Diamond fusion applications yet, I said no not yet. They go to check on them, came back and said they were out and I would have to call them later and have them mailed to me, after being told 3 times they had enough and I would get them that day. I also tried speaking to them about getting a dash cam, but that was also completely ignored. During that time they had the van "doing things to it" I didn't see anything cleaned up in the van, the leaves were still under the hood, the food crumbs and debris still all over and the crayon still there, and the large amounts of dust all over. So for all that time they did nothing to it after being told it would be cleaned up and detailed. Very disappointed in the experience.

Trevor was very helpful

Very friendly, helpful and on time!

From start to finish, Esad provided excellent customer service, patience, and knowledge of vehicles. It felt like he and the rest of the Subaru crew were working for us, and ensured our needs and budget were respected.

Levi was a great help, perfect gentleman, knowledgeable, and great to work with.

Subaru Rochester has treated us well on more than one occasion. Purchasing two cars, my only advice would be to ask for your personalized interest numbers. Everyone was very nice when we've gone for maintenance. I arrived an hour earlier than expected and they got us in no problem. Special thanks to Josh and Rickey for being knowledgeable, friendly, and efficient.

Very pleasant customer service.

Caleb and Brennan were fantastic to work with. I felt heard, unpressured, and the entire process of buying my new vehicle was under 4 hours. 1000/10!

Went to another mechanic first and told I had a transmission problem. They quoted me $10,000.Went Subaru fully prepared to need a new transmission and work on doing a payment plan.Not only did they realize the other mechanic was wrong but the were able to fix for much $1,600. They got my car done within a day. Mechanics were very up front with me and made sure I got my car back right away.

John is responsive. He answered my questions promptly. I felt comfortable with him. Recommended service person!

Had our Forester serviced at Penz Subaru in Rochester. Great service with communication throughout the day when it was getting serviced. They communicate via text which was convenient during my work day. Their van service is very convenient. When I’ve had service that has taken a few days I’ve been able to rent a car.

Patient and kind, willing to explain bill and services. Free loaner while servicing my car and free latte and snack while you wait.

Outstanding customer service

Great service team and very friendly.

Thank you Subaru of Rochester for your excellent service. Buying a car is a major purchase decision. I appreciate your knowledge and support to match me with the right vehicle for my needs and taste. My new Crosstrek is oh so fun to drive!

I recently had the pleasure of working with Isaih during my car-buying experience, and I couldn’t be more satisfied. From the moment I walked in, he treated me with genuine respect and patience, never once making me feel rushed or pressured. What stood out the most was how not pushy he was — a rare quality in the car sales world. He took the time to listen to my needs, answered all of my questions honestly, and gave me the space to make decisions on my own terms. If you're looking for a trustworthy, respectful, and easygoing car salesman, ... Read More

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Google - May 19, 2025

I recently had the pleasure of working with Isaih during my car-buying experience, and I couldn’t be more satisfied. From the moment I walked in, he treated me with genuine respect and patience, never once making me feel rushed or pressured. What stood out the most was how not pushy he was — a rare quality in the car sales world. He took the time to listen to my needs, answered all of my questions honestly, and gave me the space to make decisions on my own terms. If you're looking for a trustworthy, respectful, and easygoing car salesman, I highly recommend Isaih. He truly made a typically stressful experience feel comfortable and even enjoyable.

It’s frustrating to receive coupons that expire months before you need service or it’s emailed to you later in the day after you’ve paid full price for an oil change. Are these coupons meant to be used?

I had an amazing car-buying experience at Subaru of Rochester—truly the least stressful one I’ve ever had. I worked with Collins, and from the moment I walked in, I felt completely respected. I went in alone as a younger woman, which can sometimes feel intimidating at dealerships, but there was absolutely no pressure at any point. Collins was kind, open, and refreshingly honest. What really stood out to me was how transparent he was about pricing. Everything was clearly laid out and explained upfront, with no hidden fees or surprises. I felt incredibly well-informed about all of my ... Read More

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Google - May 17, 2025

I had an amazing car-buying experience at Subaru of Rochester—truly the least stressful one I’ve ever had. I worked with Collins, and from the moment I walked in, I felt completely respected. I went in alone as a younger woman, which can sometimes feel intimidating at dealerships, but there was absolutely no pressure at any point. Collins was kind, open, and refreshingly honest. What really stood out to me was how transparent he was about pricing. Everything was clearly laid out and explained upfront, with no hidden fees or surprises. I felt incredibly well-informed about all of my options, but never once did I feel pushed toward upgrades or add-ons. He made sure I understood everything and felt comfortable throughout the process. It was clear that Collins genuinely wanted me to make the best decision for me, not just close a sale. I left feeling confident, respected, and genuinely happy with my purchase. I can’t recommend Collins or Subaru of Rochester enough—especially if you're looking for a calm, clear, and supportive car-buying experience.

Fast, friendly, accurate. No judgement. No hard sell.

Always a good experience at Subaru of Rochester. Levi went above and beyond taking care of me and answering any questions I had.

David and the Subaru Auto Service Team did a great job servicing my vehicle! He provided recommendations for the future along with detailing current issues that could arise. The complimentary car wash was a plus as well!

We had a great experience working with Elliott at Subaru of Rochester! He made the buying process so easy, and was able to take care of just about everything over the phone before we made the long trip there. Everyone at the dealership was very friendly from the time we walked in. Great dealership to work with; will definitely go back for future vehicles.

Subaru of Rochester Service team is excellent! Madysen is awesome and great to work with. Would highly recommend them.

Just brought my car in for a recall. Pleasantly was not heavy-handed into more expensive repairs. That is always appreciated.

More than I expected, but necessary for my warranty. David was very polite l, helpful, and cheerful. Everything was taken care of and explained well. I was very happy with my service

It was a very friendly and comfortable experience. Staff is very accommodating to our needs and timely took care of us.

Fast friendly service!

Ricky did an awesome job clearly outlining the service needed for my Impreza and then took care of my needs (provided a loaner car) while completing the job. Thank you Subaru of Rochester and Ricky in particular.

Collins listened to what my needs were, and didn't try to put me in something I wouldn't be happy with. The team was very helpful and considerate. Thank you Subaru of Rochester!

Give us the best deal and make sure the car runs well and looks good inside out.

The whole experience of dealing with Subaru of Rochester was excellent. They are friendly, knowledgeable, efficient and fair. We have purchased several vehicles from this dealership and every time we go there the service just gets better and better.

We had a great experience looking for our next vehicle. Collins did a great job of listening to our needs, giving us space, and finding options for us. Jeremiah, in Finace, also did a great job of explaining our options and working with us. We are so happy with our new baby! Plus we were pleasantly surprised by all of the kind follow up. Thank you, Subaru of Rochester team!

Precise, punctual, professional.

Excellent service and attention to detail. Frequent updates and information provided to customers awaiting completion of service on vehicle.

Best car buying experience I have ever had! Thank You Collins and Subaru of Rochester!

Please save yourself some time and headache and avoid this dealership. I wouldn’t use this dealership if it was the last option on earth. Service department is crap and so is overall customer experience. They don’t back anything they sell here. Please find a local shop and take your car there for Service. And if you are buying new don’t do it here.

Everyone at Subaru of Rochester is extremely helpful and knowledgeable. When I’m waiting, they let me know often about the progress and I never have that feeling that I’ve been forgotten or that they are working on other customers vehicles and letting me rot in the waiting room.

Always receive excellent service!

What service? They almost locked me in the service center at closing after sitting for hours after work. My appointment was 10.5 hours earlier. The shuttle drivers were great - personable and communicative - and the Service Manager was apologetic. Between the issues with my car (bought certified at a different Subaru dealership) and the crummy experience, I'm getting a Honda or Toyota next time around. Their sister Nissan shop is great.

Really disappointing experience. I had an appointment for 11:30, when I dropped off my car, I was told it could take 2-3 hours to identify the problem. However, when I showed up 2.5 hours later, they hadn't even begun to look at it. I had to wait an additional 2.5 hours before I could get a diagnostic—NOT even for the work to get done. They knew I was traveling in from out of town to have my car looked at and if they didn’t have the time/ability to fit me in in a timely manner, they never should have ... Read More

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Google - Apr 17, 2025

Really disappointing experience. I had an appointment for 11:30, when I dropped off my car, I was told it could take 2-3 hours to identify the problem. However, when I showed up 2.5 hours later, they hadn't even begun to look at it. I had to wait an additional 2.5 hours before I could get a diagnostic—NOT even for the work to get done. They knew I was traveling in from out of town to have my car looked at and if they didn’t have the time/ability to fit me in in a timely manner, they never should have had that appointment available. I will never go back.

Not sure why the service shop isn't able to pick up a phone. My self and a few others have tried calling multiple times different days to get appointments. We end up taking the extra time to head up to the cities to get services done on our cars.

My appointment was at 8:45, for oil change and new tires.David said it would be done around noon. I checked my tracker after 12, was just being inspected, I went to find David to ask if this was true, he checked with Service garage, yes, they were just getting started, WTH, it ‘s about 4 hrs I’ve been here, he said they are doing best they can, my car should be done about 2:30,asked if I would like a shuttle.No thanks. I’d like to know why my appointment didn’t start for 3.75 hours after it was supposed to.

I wish I could share a better review of the service department, but this is the second time that an oil change has taken almost 2 hours. This most recent time, I was quoted one hour and 15 minutes. At 1 hour and 45 minutes, they proceed to tell me that my car is still not ready and that they found a screw in my tire. Then they said since my tire wear is starting to get low, would I like an entire new set of tires? Here's a tip, do the upsell at the beginning of the appointment, not when I'm ... Read More

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Google - Mar 3, 2025

I wish I could share a better review of the service department, but this is the second time that an oil change has taken almost 2 hours. This most recent time, I was quoted one hour and 15 minutes. At 1 hour and 45 minutes, they proceed to tell me that my car is still not ready and that they found a screw in my tire. Then they said since my tire wear is starting to get low, would I like an entire new set of tires? Here's a tip, do the upsell at the beginning of the appointment, not when I'm already held up by 30 or more minutes. I'm informed that to repair the tire and wash the car, they'd need at least another 45 minutes. I come from Owatonna, so I had planned to get other errands done before I had to get back to town, I could not wait another who knows how long for them to mess around with my tire. Apparently they could have given me a car to take care of my other business, but that maybe is only offered to the men. Needless to say, I got out of there around the 2 hour mark, but I still have a screw in my tire (even though I purchased the tire package when I leased the vehicle) and I did not get a car wash. I will be glad when this lease is over and I can choose a service provider.

Normally I'm very satisfied! But today took way longer than projected! Appointmentwas at 130pm and they said it would be an hour and 15 min but i just left and its 3:45! All i was in for was an oil change! I'm not happy at all with the fact I wanted my filters replaced while the oil was getting changed and they didn't do them! But they put on my report that they needed to be changed! Usually they bring in the filter to me in the waiting room and ask me if I'd like it changed! And ... Read More

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Google - Feb 27, 2025

Normally I'm very satisfied! But today took way longer than projected! Appointmentwas at 130pm and they said it would be an hour and 15 min but i just left and its 3:45! All i was in for was an oil change! I'm not happy at all with the fact I wanted my filters replaced while the oil was getting changed and they didn't do them! But they put on my report that they needed to be changed! Usually they bring in the filter to me in the waiting room and ask me if I'd like it changed! And I would say yes please! I get it changed every time I get an oil change! I even told them when I arrived to make sure they get changed! Do better Subaru!

I wasn’t going to fuss or write a review because it truly isn’t in my nature to complain, but I keep receiving emails, texts and postal mail asking for a review…so here. My past 3 experiences with dealerships in Rochester (2 being at Rochester Subaru) in the past 6 months have been way less than ideal. In October and January I had brought my car in for a simple scheduled multipoint inspection and oil change. Both times I had to leave the dealership with a loaner car for the night due to unforeseen circumstances. One in which I still have ... Read More

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Google - Feb 25, 2025

I wasn’t going to fuss or write a review because it truly isn’t in my nature to complain, but I keep receiving emails, texts and postal mail asking for a review…so here. My past 3 experiences with dealerships in Rochester (2 being at Rochester Subaru) in the past 6 months have been way less than ideal. In October and January I had brought my car in for a simple scheduled multipoint inspection and oil change. Both times I had to leave the dealership with a loaner car for the night due to unforeseen circumstances. One in which I still have a missing key for my car floating around somewhere which quite frankly is a little unnerving. Yes, the dealership provided me with a replacement key free of charge as they should and gave me a complimentary oil change which I appreciated. Both instances were in my opinion due to lack of attention. I fully understand that mistake can and will happen, but after two times in a row I need to question competency. I’m perfectly capable of changing my own oil and performing basic maintenance which I still do on my other vehicle just yesterday. No spilled oil that destroyed a sensor, no lost key, no loaner cars, just a basic oil change with no problems in my very own garage in less than 20 minutes.Being that I bought a new Subaru at this store I wanted try to build trusting relationship with the my local Subaru service department. While the advisors are great, I question the actual work being done. Therefore, I cannot see any rational reason or incentive to bring my car back.

OIL CHANGE SERVICE Double Check Bill and report: Went for oil change and Certified Express Advisor gave me someone else’s report had me check out, sign and charged my credit card for someone else’s bill and gave me then keys to someone else’s car. At that point, I said this is not my car. Did you give me the wrong report ? And then had to find my paperwork cancel my credit card charge me again. I had to prompt the advisor to do his job and it was very uncomfortable. concerned because his reaction was “it’s ... Read More

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Google - Feb 25, 2025

OIL CHANGE SERVICE Double Check Bill and report: Went for oil change and Certified Express Advisor gave me someone else’s report had me check out, sign and charged my credit card for someone else’s bill and gave me then keys to someone else’s car. At that point, I said this is not my car. Did you give me the wrong report ? And then had to find my paperwork cancel my credit card charge me again. I had to prompt the advisor to do his job and it was very uncomfortable. concerned because his reaction was “it’s not a big deal” And I’m curious how often this happens to other people. My question is: are other people are being charged incorrectly, etc I’m posting this out of concern for others who are not double checking their bills or reports. Advisor did change it after I advocated for myself, however this should not happen to anyone.

Well they asked for a review. My 2019 Subaru Outback needed the drivers side mirror replaced because of cosmetic reasons (there was a crack in the front casing which caused the back casing to come off in a car wash). The mirror worked perfectly fine, rotated, heated up, the whole 9. My car was in the shop from 7am-2pm. While it was getting fixed they also inspected it and wanted to charge me over $1000 for other maintenance issues (I bought my car two months ago straight from a dealership). I called my family who owns his own body shop and he ... Read More

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Google - Feb 21, 2025

Well they asked for a review. My 2019 Subaru Outback needed the drivers side mirror replaced because of cosmetic reasons (there was a crack in the front casing which caused the back casing to come off in a car wash). The mirror worked perfectly fine, rotated, heated up, the whole 9. My car was in the shop from 7am-2pm. While it was getting fixed they also inspected it and wanted to charge me over $1000 for other maintenance issues (I bought my car two months ago straight from a dealership). I called my family who owns his own body shop and he said, absolutely not- they are charging you wayyy too much. So I declined getting the other “issues” serviced. The reason I’m even giving this review one star is because both gentlemen who picked me up in the shuttle were very nice. (Bill and Chuck)- they deserve 10 stars. I picked up my car and I was driving out of the parking lot and decided I better look at the service that was completed and noticed that the mirror was in fact not connected and there was a gap in between the case and the actual part that was purchased. (The body of the mirror). So they re-serviced it again and connected the backing. The charge was $700. So basically, they changed my WORKING mirror out, put on one that doesn’t work and put on the same broken cover! What a shit show.. so $700 later, the same old cover, a mirror that does not rotate and sent on my way. I should give another star to a gentlemen who works there and talked life with me when I was waiting in the lobby- but he deserves like 10 gold stars. (Cookie) but Penz/subaru do better. (They also said that the wires were partially corroded and they couldn’t get it to connect again so that my mirror wouldn’t rotate and I asked them if they could clean it because it was working when I dropped it off and they wanted to charge me $120 just to do that). I’ll post that pic below. I will never return! One last thing they left a voicemail asking if they could buy my car.. sure, $30 grand Levi! Thanks.

This was the third and final visit to the service department. I was encouraged by Subaru of America to give Rochester Subaru one more chance to address the same issue for the third time. After waiting 4 hours the problem "could not be duplicated" and the oil level was, according to the tech "extremely overfilled" from the last service appointment, which was at Subaru of Rochester. And the problem that could not be duplicated... happened as I was in the parking lot driving away. Never again.

Made a 10:00am Saturday appointment for a Subaru recall. I was told when making appointment it would take 2 hours. When I arrived I was told it would be 4 hours. After 4 1/2 hours I was told I could have my vehicle Monday. I use this vehicle for work. I lost a days pay and had to make another trip to pick it up 2 days later. I was told by management I wasn’t being lied to it was just lack of transparency. I will NEVER use this dealership or service department again. This is the last Subaru I will waste my money ... Read More

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Google - Jan 1, 2025

Made a 10:00am Saturday appointment for a Subaru recall. I was told when making appointment it would take 2 hours. When I arrived I was told it would be 4 hours. After 4 1/2 hours I was told I could have my vehicle Monday. I use this vehicle for work. I lost a days pay and had to make another trip to pick it up 2 days later. I was told by management I wasn’t being lied to it was just lack of transparency. I will NEVER use this dealership or service department again. This is the last Subaru I will waste my money on because of the terrible customer service.

Subaru of Rochester sold me a used 2013 Outback in 2020, a model year with an open recall for excessive oil consumption, and did not disclose this. Subaru as a whole made it difficult for vehicle owners to get the short block replacement that some Outbacks manufactured in 2013 qualified for. The dealership should have done an oil consumption test before selling it. When I later experienced a catastrophic engine failure at 160k miles, they said they have no responsibility for this. Subaru of America said they won't help us because it is the local dealer's fault that they did not ... Read More

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DealerRater - Dec 15, 2024

Subaru of Rochester sold me a used 2013 Outback in 2020, a model year with an open recall for excessive oil consumption, and did not disclose this. Subaru as a whole made it difficult for vehicle owners to get the short block replacement that some Outbacks manufactured in 2013 qualified for. The dealership should have done an oil consumption test before selling it. When I later experienced a catastrophic engine failure at 160k miles, they said they have no responsibility for this. Subaru of America said they won't help us because it is the local dealer's fault that they did not test or disclose. Obviously the car had some miles on it, but many people I know get 250k miles plus out of a Subaru. Not only will I never buy from this dealership again, I will never buy another Subaru. Completely unethical. Not feeling the "Subaru Love." I am so disgusted.

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Subaru of Rochester asked me to leave them a review about my recent service experience, so let me happily oblige. My '17 Crosstrek had a check engine light come on last week. Upon a technician finishing my inspection, I was sent this message - "There is a major sludge problem causing a cam phaser to stick. We are going to need at least an engine flush and to replace the phaser. He would really suggest doing all 4 phasers... They go on to tell me that the tech can't really see specifics on severity until we do at least one ... Read More

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Google - Nov 21, 2024

Subaru of Rochester asked me to leave them a review about my recent service experience, so let me happily oblige. My '17 Crosstrek had a check engine light come on last week. Upon a technician finishing my inspection, I was sent this message - "There is a major sludge problem causing a cam phaser to stick. We are going to need at least an engine flush and to replace the phaser. He would really suggest doing all 4 phasers... They go on to tell me that the tech can't really see specifics on severity until we do at least one of the recommendations, which could require more work, but it is not likely. Well, to no one's surprise, their recommendations ranged from $1.9k to $4.8k, with them pushing the latter. Service also sent affirm financing, and in the same window, sales called asking to buy my car and sell me a new one. Hmm. When I reached out to service, I mentioned this seemed a little premature for a vehicle with 80k miles, but the service rep insinuated that this is because of missed oil changes or the lack of. I found this interesting as I'm the only owner and work hard to maintain my vehicles. I have receipts for everything. Naturally, I've been around the sun enough times to know when I'm being sold up the river, so I declined all services and took the car to my local shop, and wouldn't you know, this is what the local shops diagnosis was: "We changed the oil and found live data showing the cams are in time and the oil control valve works correctly. A visual inspection of the oil control valve also shows no damage and no oil in the connector or sensor. I believe the low oil level caused the code, but if the code triggers again will have to inspect the oil control valve for an intermittent sticking condition. Please, please, please, stay away from this Subaru's service department. They are predatory and exploitative of your wallet at best, and I even walked out in 2022 because of a similar, but separate issue. I guess second chances don't work.

Finance guys clearly have an inability to read

I know most reviews on Google are either positive or negative, but unfortunately, I am leaving a negative review of my recent interaction with Rochester of Subaru. I purchased a new 2020 Crosstrek from them in late 2019 and have been happy with my car until recently, when it was determined at the service center that I had a transmission issue and it to be replaced. Prior to this, I had brought my car to two local shops, and it was recommended I go to the dealership for further evaluation. I was hopeful for a good experience, similar to the one I ... Read More

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Google - Oct 22, 2024

I know most reviews on Google are either positive or negative, but unfortunately, I am leaving a negative review of my recent interaction with Rochester of Subaru. I purchased a new 2020 Crosstrek from them in late 2019 and have been happy with my car until recently, when it was determined at the service center that I had a transmission issue and it to be replaced. Prior to this, I had brought my car to two local shops, and it was recommended I go to the dealership for further evaluation. I was hopeful for a good experience, similar to the one I had in 2019. When it was discovered to be in issue with my transmission, I wasn't given much direction or explanation of the issue and felt as though I had to really force answers out of the representative. The only solution was to replace the transmission for $9,450 or trade in the car for $2,000. When I went to pick up my car a few days later, I wasn't given any paperwork and was just handed the keys by someone with no paperwork, discussion or closure. I had already decided to take my business elsewhere, but yesterday I was called to collect $150 for diagnostics and was questioned on who gave me the keys. I am still waiting on a diagnostic report, but it doesn't really matter because I will not be back.

Terrible experience, customer experience was poor. The salesmen couldn't answer a single question, the vehicle I wanted to look at was dirty inside and out.

The service on 10/3/24 was fine but I will comment on the service on 9/7/24. The multi-point inspection measured the front brake pads at 3 mm and recommended a $511.00 replacement. A second opinion from an independent garage measured the same brakes at 6 mm and said that the brakes were fine and didn't need to be replaced. The multi-point inspection also listed an oil leak requiring immediate attention at a cost of $2,445.98. There's a slight oil film on the side of the engine that's a minor seepage but no drips so nothing needs to be done now. There were also additional ... Read More

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Google - Oct 4, 2024

The service on 10/3/24 was fine but I will comment on the service on 9/7/24. The multi-point inspection measured the front brake pads at 3 mm and recommended a $511.00 replacement. A second opinion from an independent garage measured the same brakes at 6 mm and said that the brakes were fine and didn't need to be replaced. The multi-point inspection also listed an oil leak requiring immediate attention at a cost of $2,445.98. There's a slight oil film on the side of the engine that's a minor seepage but no drips so nothing needs to be done now. There were also additional services recommended that in my opinion were unnecessary. I no longer have confidence in the service department and would not recommend them.

I'm very disappointed in the lack of service detail . There needs to be much more communication in what you did or did not do to the vehicle. Sure would have loved to see the spark plugs that were replaced and told what the mechanic thinks on how the cylinders are performing. I know plugs can speak volumes. Also the 3% addition to the bill using credit card. Would love to get that info somewhere along the lines, associate,email..etc. that waste of $13 . I would of paid cash. And I was specific 3 times on a car wash. Waited an hour ... Read More

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Google - Sep 25, 2024

I'm very disappointed in the lack of service detail . There needs to be much more communication in what you did or did not do to the vehicle. Sure would have loved to see the spark plugs that were replaced and told what the mechanic thinks on how the cylinders are performing. I know plugs can speak volumes. Also the 3% addition to the bill using credit card. Would love to get that info somewhere along the lines, associate,email..etc. that waste of $13 . I would of paid cash. And I was specific 3 times on a car wash. Waited an hour after told car was finished till shuttle picked me up and got me back to Subaru, and still waited for car to be washed, after asking again! Also maybe few pics on undercarriage, I'm betting skid plate never removed, which I also asked about. I want to know if there leaks, or other concerns. Also kept trying to flush my transmission when it was previously done only 16,000 miles ago. Plus mileage was totally incorrect on report. What a mess. Goodbye 👋 Subaru.

I purchased a car from them a few weeks ago, and would not currently recommend. They claim that they do a 100 something point inspection, but this has not seemed to be the case. The car has a tire leaking on the passenger rear right side, which came on just a few days after purchase. I filled it and waited and it continue to go low. I brought it to a shop to attempt to fix and they have tried twice to no avail. When I was looking at the car during purchase I pointed out to the sale rep that ... Read More

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Google - Sep 17, 2024

I purchased a car from them a few weeks ago, and would not currently recommend. They claim that they do a 100 something point inspection, but this has not seemed to be the case. The car has a tire leaking on the passenger rear right side, which came on just a few days after purchase. I filled it and waited and it continue to go low. I brought it to a shop to attempt to fix and they have tried twice to no avail. When I was looking at the car during purchase I pointed out to the sale rep that the tires didn’t look the best and he claimed that they were at 8/32 tread and would be issue.. Which has definitely not been the case. The rear ride side passenger door seal was not properly fixed and is currently hanging. The bumper was not aligned properly and on top of that the paint is starting to crack on the fender. The fender was repaired with bondo and it was at first tough to notice because the car was dirty. Once the car was washed it was clear to see and the paint had gotten worse since. I tried to catch this in pictures but all the cracks are not visible with the lighting. I’ve called multiple times to try to talk to people about this and they have claimed they would get back to me. At this point no one has reached out to me. Meanwhile, my paint is continuing to crack and winter is coming which is a worry. They also put a big plastic cover on the car license plate to cover up that it’s rusting underneath so that’s a nice surprise. Thanks Penz! I love what I drive 🙂 After spending almost 17k on a car I’d expect much better.

Dishonesty observed in the service department. Took my Impreza in for 48,000 mile service interval; and was booked for 42,000 mile service despite instructing otherwise (strike 1). Told them NOT to even check the cabin filter because I just had it replaced, and they yanked it out and replaced it without asking, and charged me for it (strike 2). They observed feathering wear on the inside of my rear tires, so I instructed them to cross the tires when they rotated them, since I use NON-OEM, asymmetrical, non-directional tires. They assured me they crossed the tires when they rotated them; but they did not (... Read More

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Google - Sep 16, 2024

Dishonesty observed in the service department. Took my Impreza in for 48,000 mile service interval; and was booked for 42,000 mile service despite instructing otherwise (strike 1). Told them NOT to even check the cabin filter because I just had it replaced, and they yanked it out and replaced it without asking, and charged me for it (strike 2). They observed feathering wear on the inside of my rear tires, so I instructed them to cross the tires when they rotated them, since I use NON-OEM, asymmetrical, non-directional tires. They assured me they crossed the tires when they rotated them; but they did not (strike 3). Normally I don't write negative reviews unless something egregious happens; but someone in the service department did the wrong thing with my tires, and then lied to me about it. After I informed them about the improper care for my car and additional dishonesty, the service manager called me and tried to get me to come back in so they could 'make it right,' which was laughable... You had your chance to make it right the first time you dealt with my car, and you blew it. Obviously I can't trust you to correct your mistakes if you lie about making them in the first place; and I also can't trust you to handle any aspect of a Subaru that isn't OEM... If I could give them less than one star, I would. I'll be taking my Impreza to Morrie's in Brooklyn Park, or to Babcock in Rochester from now own; since they actually listen to their customers, and refrain from dishonest business practices, like lying to their customers and recommending hundreds and hundreds of dollars of service that isn't necessary. This place seems like it might be a good place to buy a Subaru; but I'll never be servicing mine here again: and I wouldn't recommend you service yours there, either. The service manager called me to attempt to 'rectify' the situation by holding the line for his team, insisting that the tires were crossed, and then asked me to come back in to let them fix the problem they created. Instead of apologizing, he asked me how I knew the tires were not crossed... Unfortunately, I did not return. This service center can't be trusted to fix their mistakes if they make said mistakes intentionally, and then lie about them. 0/10: avoid this place like the plague if you can.

Found a truck used online, 04 GMC Sierra, told the sales guy didn't wanna waste anyone's time and I wouldn't pay what they were asking and wanted to know if price was negotiable... Showed up to a rusted out beaten to crap truck that is more suitable for scrap than a $12,000 tag if you wanna hide the rust watch where the spray paint lands and maybe know what your pushing before people make the long haul! I'll leave Subaru for the rainbows even if their was a truck on the lot Edit: hey sales manager that called ... Read More

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Google - Sep 7, 2024

Found a truck used online, 04 GMC Sierra, told the sales guy didn't wanna waste anyone's time and I wouldn't pay what they were asking and wanted to know if price was negotiable... Showed up to a rusted out beaten to crap truck that is more suitable for scrap than a $12,000 tag if you wanna hide the rust watch where the spray paint lands and maybe know what your pushing before people make the long haul! I'll leave Subaru for the rainbows even if their was a truck on the lot Edit: hey sales manager that called and disliked my truthful review I appreciate you hanging up on me when I didn't accept your $100 gift card and told you the review wouldn't be deleted real professional hope your boss reads these like you do! Have a great day 🙂 Ps I asked clearly before my hour drive, this truck had no rocker panels left scratches and damage were intentionally photographed to hide this the best you could... But spray painting the frame and being as bad with your overspray as your customer service is just sad! I know you'll pay to delete this anyways but 12k for this truck is sad low miles isn't always good when the trucks 20 years old! And having expanding spray foam sticking out of the tailgate and a spray in bed liner to hide the rusty bed do better and watch the attitude! Reviews are for people to make well informed decisions not to be paid off to delete them and let others make mistakes

Huge shoutout to John S, one of the service managers. WOW and a huge thanks to him & his team for all the help with my vehicle last week. My crosstrek needed some warranty work & I live an hour away from the dealership & can’t drive right now due to some health problems. He arranged for my car to be picked up by one of their staff and they absolutely took care of EVERYTHING! Can’t thank them enough! I don’t usually do reviews but really needed to for this!!

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Very helpful and got me through the process very quickly. Collins was a very down to earth person.

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When I arrived for my appointment 10 minutes early was very impressed how a young lady met me at door and a very polite Rickey told me the process would be about an hour. Offering coffee, tea, hot chocolate, and pop. Treats were offered as well. As I went to sit down there was 1 bag of chips left, no other treats and no hot chocolate. I did notice staff running in and out and grabbing beverages. One hour was expected, but on my day off two hours is unacceptable. This has happened to me before and I was offered two free ... Read More

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Google - Feb 27, 2024

When I arrived for my appointment 10 minutes early was very impressed how a young lady met me at door and a very polite Rickey told me the process would be about an hour. Offering coffee, tea, hot chocolate, and pop. Treats were offered as well. As I went to sit down there was 1 bag of chips left, no other treats and no hot chocolate. I did notice staff running in and out and grabbing beverages. One hour was expected, but on my day off two hours is unacceptable. This has happened to me before and I was offered two free oil changes. Mine this time were in price of car sale. I often wondered if you pay ahead of time for these services your put at the bottom of the list when coming in for service. This to me was unacceptable..this is my third subaru from this dealership. I would appreciate much better service.

I had an awesome experience with Subaru of Rochester. Every member of the team was more than accommodating and I feel great about my purchase of my new Subaru Ascent. Collins, Meg and Jake were awesome to work with!

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So I was contacted to schedule recall service on my Subaru, scheduled an appointment, showed up then was turned away because they didn’t have the part. Seriously you couldn’t have let me know before I drove there? I don’t live in Rochester and driving there for no reason really kinda ticked me off.

I knew what I wanted and everyone there worked to help me secure it. Shyanne Stolp coordinated all the moving pieces, including an inventory swap and scheduling and completing some add-ons I needed installed after the sale. Thanks to the team at Rochester Subaru- product specialists- to sales- to maintenance, I was able to secure the exact car I was looking for- much thanks.

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I brought my car in to assess a P2096 code and a broken door lock. The dealership recommended over 3k in repairs for a 2012 Outback. It was 150$ to diagnose and tell me my door was broken, which I already knew, all while blowing a fuse for my door locks and some how shorting out my electrical system, as my clock needed to be reset. They recommended replacing the catalytic converter and heat shield for over 2500$ and I was able to avoid this by changing the distal O2 sensor for 70$, which is what I initially inquired about. I love Subaru, but ... Read More

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Google - Jan 16, 2024

I brought my car in to assess a P2096 code and a broken door lock. The dealership recommended over 3k in repairs for a 2012 Outback. It was 150$ to diagnose and tell me my door was broken, which I already knew, all while blowing a fuse for my door locks and some how shorting out my electrical system, as my clock needed to be reset. They recommended replacing the catalytic converter and heat shield for over 2500$ and I was able to avoid this by changing the distal O2 sensor for 70$, which is what I initially inquired about. I love Subaru, but I would not recommend this service location to anyone. Update: I have left 2 messages with the service manager and I have not received a return call or message.

Almost none of the pre-owned cars they advertise on CarMax and their website are actually available. I emailed with them, and drove an hour (each way) to test drive a couple I was interested in only to be told they weren't actually available to test drive. One was "in processing" and the others hadn't actually arrived yet but "would be coming soon". Why are they advertising cars they don't actually have? I don't know. It makes me think they probably don't thoroughly inspect them either since they're listing them for ... Read More

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Google - Jan 6, 2024

Almost none of the pre-owned cars they advertise on CarMax and their website are actually available. I emailed with them, and drove an hour (each way) to test drive a couple I was interested in only to be told they weren't actually available to test drive. One was "in processing" and the others hadn't actually arrived yet but "would be coming soon". Why are they advertising cars they don't actually have? I don't know. It makes me think they probably don't thoroughly inspect them either since they're listing them for sale before it's even in their lot. I told them to contact me when they had cars with my specifications on hand to drive and never heard back. What a waste of time!

Parents ordered a new car months ahead of time. Had an appointment to pick it up, and took over 5 hours sitting there.

This was the worst experience in buying a vehicle. I was sold and delivered a vehicle that did not function. I had to add $5,000.00 to the vehicle to bring it to road worthy. The post-sale was the worst. I can't believe a business and the employees there treat others like I was treated. DO NOT DO BUSINESS WITH THESE PEOPLE. PENZ AUTO IS NOT REPUTABLE. I AM VERY DISAPPOINTED.

This was the worst experience purchasing a vehicle. I was told it was in good running condition (even though the car would not start every morning because of an electrical problem they threw batteries at). I can't believe a business would swindle their customers like this. I ended up having to spend another $5,000.00 to make this car road worthy. This company should not be in business. I spent $23,000.00 for the vehicle. This was not a cheap car. The pictures were taken to hide the faults and lies told to sell the car online. Research who you are doing business ... Read More

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DealerRater - Oct 19, 2023

This was the worst experience purchasing a vehicle. I was told it was in good running condition (even though the car would not start every morning because of an electrical problem they threw batteries at). I can't believe a business would swindle their customers like this. I ended up having to spend another $5,000.00 to make this car road worthy. This company should not be in business. I spent $23,000.00 for the vehicle. This was not a cheap car. The pictures were taken to hide the faults and lies told to sell the car online. Research who you are doing business with before saying yes. I purchase a good car with 100k on it then drive for another 100k to give the car away to someone who needs it. I will rent a spot across the street from Subaru of Rochester/Penz Auto to place the car. I will have a sign on the vehicle that says DO NOT BUY FROM SUBARU OF ROCHESTER/PENZ AUTO.

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On May 29th I purchased a 14’ Nissan Murano from Subaru of Rochester as is. During the titling and financing portion of the sale Elliot Norwood had initially made several mistakes explaining and processing the paperwork and had to have a second Financing Manger Meg Clark assist in getting the paperwork completed correctly. In mid-August I had not received my title and contacted the financing department regarding the title for the vehicle and registration. I was told by Elliot Norwood that he would forward my requests and questions to the appropriate department. After 1 week of not hearing anything, I again reached ... Read More

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DealerRater - Sep 16, 2023

On May 29th I purchased a 14’ Nissan Murano from Subaru of Rochester as is. During the titling and financing portion of the sale Elliot Norwood had initially made several mistakes explaining and processing the paperwork and had to have a second Financing Manger Meg Clark assist in getting the paperwork completed correctly. In mid-August I had not received my title and contacted the financing department regarding the title for the vehicle and registration. I was told by Elliot Norwood that he would forward my requests and questions to the appropriate department. After 1 week of not hearing anything, I again reached out with my concerns. Within a couple days later I received a copy of the registration card but was given no information about my title. On September 4th the vehicle I purchased from Subaru of Rochester broke down leaving my family and I stranded on the freeway out of town from where we are living resulting in a large tow bill. Turns out the vehicle’s transmission failed, and needs replaced, the lower front control arms needed replaced and there is active recall on a component with the power steering system that could lead to an increase in the potential for fire. All in all, close to nearly $10,000 in repair costs, more than what I’m currently financing on the vehicle for the next 5 years. I reached out to Subaru of Rochester regarding potentially helping with repair costs and I still had not received my title. After speaking with a person in financing asking about my title, I gave her my name and info and when asked the title she simply stated “oh, it hasn’t been processed.” Subaru of Rochester failed to put the correct information on the title and submit it to the state of Minnesota nearly 3 months after purchase and after being questioned about it a month earlier. Leaving me with a vehicle I’m upside down in, had no way to sell or do anything with due to their lack of professionalism and incompetent manner handling paperwork. Travis Shallbetter learning of my situation brought my case to be discussed to leadership. Days later without a running vehicle, still without a title, and no response back from Subaru of Rochester’s leadership team I received a phone call from Brandon Wilson, who told me he was choosing not to extend a helping hand to a customer in need with repairs costs, would not help with a rental till Subaru of Rochester resolved their mistakes in getting me my title in a reasonable time frame.

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I was hoping to have my car appraised right away, but they decided that it would be a better idea to have me test drive 20 cars, many of which were out of my stated price range first. Then, they appraised my car in poor condition literally a day after another dealership appraised it in good/excellent. Avoid this place at all costs. They also called me back in like two days later because another manager wanted to look at my car. No thanks, dudes. I also had an appointment coming with...with someone who was off that day?

***OUT OF TOWN CUSTOMERS BEWARE. DEALERSHIP CHANGED DEAL AFTER I DROVE IN FROM OUT OF STATE TO FINALIZE PURCHASE*** I was looking for a Subaru Forester that would arrive sooner than my local dealership. I contacted this dealership, told them if they could match the out the door price of my local dealership and get me a car sooner that I would buy from them. They agree. When the vehicle finally came in, I received a text from the sales lady and the wording she was using seemed off on the final price. I asked her a couple more times, ... Read More

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Google - Jul 24, 2023

***OUT OF TOWN CUSTOMERS BEWARE. DEALERSHIP CHANGED DEAL AFTER I DROVE IN FROM OUT OF STATE TO FINALIZE PURCHASE*** I was looking for a Subaru Forester that would arrive sooner than my local dealership. I contacted this dealership, told them if they could match the out the door price of my local dealership and get me a car sooner that I would buy from them. They agree. When the vehicle finally came in, I received a text from the sales lady and the wording she was using seemed off on the final price. I asked her a couple more times, is this going to be out the door price meaning tax included and after dodging the question some she once again said yes. Couple days later I drive down to this dealership, get shown the car, and then when it came to signing everything I get surprised with "no taxes are not included" making this vehicle 2k higher than the one at my local dealership. After that they tried to spin it off as a misunderstanding which it was clearly not from repeated text message verifying the price with tax. The manager came out and said he could only fix the price so much and after wasting an extra two hours of my time I gave in and paid $650 over the agreed upon price. Normally I would of just walked out of the dealership after they pulled this sleezy trick but I was in a tough spot since I already waited over a month for this vehicle to come in and would be put back on a waiting list at my local dealership. I will of course never do business here again and warn anyone else who's driving from out of state to purchase a vehicle here to not waste their time.

The worst service and management - we brought our Subaru in while under warranty because it was burning oil. They replaced a part and charged us for it without running the actual diagnostic test. When we returned because we were still having an issue a few months later (just out of warranty at this point by 1000 miles) they decided to run the diagnostic test then, with no explanation as to why they didn't do it the first time, and now want to charge us 5000-6000 to fix the problem. They have been stringing us along for months now telling ... Read More

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DealerRater - Jul 19, 2023

The worst service and management - we brought our Subaru in while under warranty because it was burning oil. They replaced a part and charged us for it without running the actual diagnostic test. When we returned because we were still having an issue a few months later (just out of warranty at this point by 1000 miles) they decided to run the diagnostic test then, with no explanation as to why they didn't do it the first time, and now want to charge us 5000-6000 to fix the problem. They have been stringing us along for months now telling us they are trying to do everything they can to help us with the warranty since we originally brought it in before the warranty was up. The manager doesn't return calls, you have to actual drive there to talk to them. They told Subaru that we're missing service records we've already provided to them. They told the claim service agent we're working with that they are going to help us out, meanwhile telling us they aren't. When the claims agent called the manager to ask why it was being denied, the response was that they couldn't tell us or her - despite the fact that they work for the same company. Seems like they charged us for something that didn't need to be replaced, pushed us out of warranty, and now they are just trying to ignore us and the claims agent? They have had zero response as to why this was handled the way it was or why they didn't run the full diagnostic in the first place. Awful experience, awful management. We would not recommend this place, nor would we return.

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On May 29th I purchased a 14’ Nissan Murano from Subaru of Rochester as is. During the titling and financing portion of the sale a Financing managerhad initially made several mistakes explaining and processing the paperwork and had to have a second Financing Manger assist in getting the paperwork completed correctly. In mid-August I had not received my title and contacted the financing department regarding the title for the vehicle and registration. I was told by Elliot Norwood that he would forward my requests and questions to the appropriate department. After 1 week of not hearing anything, I again reached out with ... Read More

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Google - May 30, 2023

On May 29th I purchased a 14’ Nissan Murano from Subaru of Rochester as is. During the titling and financing portion of the sale a Financing managerhad initially made several mistakes explaining and processing the paperwork and had to have a second Financing Manger assist in getting the paperwork completed correctly. In mid-August I had not received my title and contacted the financing department regarding the title for the vehicle and registration. I was told by Elliot Norwood that he would forward my requests and questions to the appropriate department. After 1 week of not hearing anything, I again reached out with my concerns. Within a couple days later I received a copy of the registration but was given no information about my title. On September 4th the vehicle I purchased from Subaru of Rochester broke down leaving my family and I stranded on the freeway out of town from where we are living resulting in a large tow bill. Turns out the vehicle’s transmission failed, and needs replaced, the lower front control arms needed replaced and there is active recall on a component with the power steering system that could lead to an increase in the potential for fire. All in all, close to nearly $10,000 in repair costs, more than what I’m currently financing on the vehicle for the next 5 years. I reached out to Subaru of Rochester regarding potentially helping with repair costs and have still not received my title. After speaking with a person in financing asking about my title, I gave her my name and info and when asked the title she simply stated “oh, it hasn’t been processed.” Subaru of Rochester failed to put the correct information on the title and submit it to the state of Minnesota nearly 3 months after purchase and after being questioned about it a month earlier. Leaving me with a vehicle I’m upside down in, had no way to sell or do anything with due to their lack of professionalism and incompetent manner handling paperwork. The used Vehicle manager learning of my situation brought my case to be discussed to leadership. Days later without a running vehicle, still without a title, and no response back from Subaru of Rochester’s leadership team I received a phone call from the Sales Manager, who told me he was choosing not to extend a helping hand to a customer in need with repairs costs, would not help with a rental till Subaru of Rochester resolved their mistakes in getting me my title in a reasonable time frame.

My experience with Subaru Rochester was amazing! Esad the sales rep and Jake the finance director were both great help in answering all my questions making my first car buying process very smooth. I would definitely recommend buying from Subaru in Rochester!

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