Neil Huffman Subaru

Robin McDonald is a Subaru expert and delivered exceptional service! Review: I previously owned a Subaru and knew exactly what I wanted this time around, but I nearly didn't go to the dealership because I thought I couldn't afford a new one. I decided to go in anyway, and I’m so glad I did because I met the sales representative, Robin McDonald. Robin went above and beyond! She not only found me a fantastic pre-owned Subaru that I love—complete with all the bells and whistles—but she also secured a price plan that worked perfectly for my budget. The service didn't stop there. On the day I drove off the lot, the second key was still with the Service department. Instead of making me come back, Robin personally delivered the spare key to my front door! That's true customer service. I highly recommend Robin McDonald at Neil Huffman Subaru for all your Subaru needs. She is experienced, has the know-how, and is even a Subaru owner herself, which makes a huge difference. Thank you, Robin; I love my Subaru! 🫶🏼

Review is mainly reflecting Terence Cecil as well as the detail team. Went to find a vehicle for my girlfriend at a lower payment than her current and landed on a Subaru Outback. We came in late on Saturday, the first thing we were told was we will be closing in 20 minutes, and that the manager wanted to leave. We stated we were more than willing to come back on Monday to sign and drive to which we were pushed to stay. Thinking we would still have a decent experience we stayed. During the first five minutes of sitting down the manager called our sales rep at his desk and stated “you have 20 minutes”. We ended up negotiating and purchasing a vehicle. Vehicle is great, Dylan our sales rep was solid in his explanations of product, pricing, overall deal and relatability. We finalized after agreeing on a deal to which Terence immediately left, and were rushed through finance without even being offered any warranty options or explanations. When negotiating the original deal we agreed upon the first month’s payment being covered by the dealer. The finance manager said that’s not true, we don’t qualify. She then stated it’s fine it’s 7:30 I just want to go home and waived it. I understand not wanting to stay but stated we could come back Monday multiple times. It felt as though they did not value us other than a unit. Dylan ended up detailing our car, buddy tried his best, but he’s definitely not a detailer. We were called back on Monday, with them stating there was an issue with the payoff and to come back asap to resign. We went back and asked for a detail as there was still chalk on the back window, dirt inside, tape on the wheels. Terence agreed as we were bringing back a second key to our trade. As we arrived he hurriedly grabbed two chairs, cursing as he did. This was our first interaction with him. I asked him to go over what changed - and he said the payoff went up, when asked why there was no explanation besides the fact that our payment went down and we should be grateful. I questioned how, and he lied saying the residual changed, and he could finalize the deal at the same payment. That’s now how that works. As far as I’m aware, our monthly payment only went down due to them overcharging on the money factor. Terence talked down on me, saying I’m blatantly wrong and have no clue what I’m talking about and that the computer does the math. He consistently laughed in our face and mocked us instead of providing any form of valid explanation. The computer does math based off of what you put in. You overcharged on the money factor, to which the bank kicked back, so we had to come back and resign because the bank wouldn’t fund the deal. I don’t care about you making a grand on interest. I care about myself and my girlfriend being treated with dignity and respect to which you clearly aren’t capable of. The vehicle was even worse off after the rushed detail, tape still on the wheels, and dirty rags now in the back that were not there before. I would not be able to recommend this dealership. I highly encourage my friends and family to shop elsewhere. During resigning I was blown away by the behavior of Terrance to the point of wanting to walk away entirely. I’ve never seen a business manager swear at customers and treat them with such disrespect. We shopped at multiple dealerships and were treated better at dealerships that did not earn our business. It was truly a shocking experience. Dealerships and car salesman get a bad rep purely based off of people like Terrance. What was supposed to be a great experience ended horribly. We’ve also been asked since to come back again because of more paperwork being missed again wasting even more of our time and theirs.

I came to Neil Huffman from out of town for warranty work on my Subaru and had my three kids with me. The employees were very kind to us. The waiting area was clean and had complimentary snacks and waters. They were very accurate about the time frame needed for the diagnostic and work to be done. Ben was especially helpful to us. I liked the text feature to make appointments and ask questions. At the end, I received a printout with pictures of areas that needed work. I was never pressured to pay for other services. They found a loose bolt that was making a terrible noise and tightened it up at no cost. Overall, very well done! I will be back for other repairs in the future. Thank you for a relatively stress free experience.

We found a used vehicle on this lot that was a great fit for our family – after test driving, and further inspection, we attempted at negotiating, which we understand can be fickle with car dealerships, but still worth a try. Our salesman, Joe, lacked energy, empathy, and exerted an attitude during this time that completely turned us off from purchasing the car. Under different conditions, we would’ve purchased from them, but the sales experience was far from positive.

I had one of the most frustrating service experiences I’ve ever had at Neil Huffman Subaru on Dixie. I brought my vehicle in because of a lean code. After a diagnostic fee of nearly $200, I was told that the technician had found “multiple attempted repairs” to the bulkhead wiring harness and that the vehicle needed a complete harness replacement at a cost of approximately $6,600. As I have all documentation of every repair my car has had and know the supposed wire splicing never happened, naturally, I asked for evidence. I was shown a couple of photos of a wiring harness, but when I asked the service department to point out the alleged splices or repair locations, they could not clearly identify them. I asked for photos showing the supposed repairs and never received any clear documentation demonstrating that multiple wire repairs actually existed. I also asked what testing had been performed to justify replacing an entire bulkhead harness. Specifically, I wanted to know what electrical measurements, resistance readings, voltage tests, or continuity tests had been performed. They had nothing documented. I never received a clear explanation of what objective testing supported a $6,600 repair recommendation. To make matters worse, my invoice included a separate charge for “supplies.” When I asked what that charge covered, I was told it was for the computer used during diagnosis. This was confusing given that I had already paid a substantial diagnostic fee. Because I wasn’t comfortable authorizing such an expensive repair without documentation, I took the vehicle elsewhere for a second opinion. The result? My car did not need a $6,600 wiring harness. The actual problem was a dirty/clogged air filter. The issue was resolved with a simple air filter replacement. I understand that diagnostics can be challenging and that different technicians can reach different conclusions. However, recommending a multi-thousand-dollar harness replacement without being able to clearly show the alleged repairs or explain the testing that led to that conclusion is absolutely ridiculous. If you’re told your vehicle needs a major repair here, I strongly recommend getting a second opinion before authorizing any work. In my case, that second opinion saved me thousands of dollars. For honest, straightforward service, I recommend Shields Auto on Hermitage Way.