Subaru World of Hackettstown

This dealership has a family feel amongst the employees, and they really make you feel welcome and taken care of. Erin in sales was a true advocate for me, and just a pleasure to work with overall. If you’re considering purchasing a Subaru, please go see the folks at Subaru World of Hackettstown. Look how happy they made me!!

I had a great experience at Subaru world of Hackettstown this week. I heard a noise coming from my rear passenger tire. At first it was on and off. Then it’s started to be more frequent. But still not constant. At that time I had my sister listen to it and she heard it. My husband wasn’t sure he heard anything. Finally it started to become more frequent and louder. My 1st mechanic heard nothing. Then I took it to my other mechanic who put it up on the lift and spun all the tires and test drove it and still heard nothing. At that point I said I’m going to the dealership! I dropped off my car, told them everything. Bill Dempsey was very reassuring and went above and beyond!! They put me in a sweet loaner, 2025 Ascent!!! Beautiful and fully loaded free of charge! Bill called me the following day to let me know they found the problem. My passenger wheel was loose!! The nuts and bolts were cross threaded!! It must’ve happened when I went to my mechanic for an oil change and they also rotated the tires. I’m just happy that my car is fixed and I don’t have to worry about it anymore!! It was a great experience. Everyone was nice and Bill was very accommodating! And…… I’M REINSTATED FOR FREE OIL CHANGES AGAIN!!!!!!!!!!! Woot woot 🙂 This was such a better experience than my last visit that forced me to write a terrible review! Thank you Subaru!! LO

Update: Aron, the service manager, reached out to me directly to follow up on my initial experience. I appreciate the prompt response and the effort to address the issue. I decided to give them a chance, and the in-person service was a completely different experience, AnnMary, Sally, and Aron were all professional and attentive, and my car was taken care of well. I’m updating my review to reflect this improved experience. It’s clear the team takes feedback seriously and is willing to make things right. I hope this level of service is consistent moving forward. =================== This is for Service center call representative only and not the actual service. Called to schedule a service as a new customer, but the experience felt rushed and not welcoming. The representative absolutely had no clue what WRX is and had to asked me three time to repeat and confirm how to spell it. (Shouldn't you know the make and models of your own cars?) Later I was interrupted while I was looking into my phone and trying to provide the VIN, she rushed me "if you need more time to find your VIN you can call back" even after I told her just give me sometime I'm still looking, as if I was wasting her time and had her wait. I expressed I don't feel like being welcomed for my business with her attitude and rushing me, she told me she doesn't understand what I meant. Seriously? To the managers, if you keep let this person taking calls, it might cost you a lot of opportunities with missing business. Hoping for better customer service in the future.

Had a great experience with Subaru in Hackettstown today. My daughter‘s tire was deflated and I was afraid she had a nail in it or needed a new tire. It was just a quick valve stem issue. They repaired it and returned it to us at no cost! Great service, great people.

Lisa was amazing when I purchased my car. I'll definitely will recommend her. D She patiently explained topics we did not understand, and, also answered many of our questions. We can't wait to work with her again. I also would like to thank you the gentleman who processed our financing..Best!! Michael