Better Service Center than some luxury car dealerships
November 5, 2018
Well, I had another chance to use this dealership and I must say, Grand Prix's motto "We will satisfy you" definitely applies here. Unfortunately, our new Subaru Legacy, which me and my mom love, was recalled with about 51,000-52,000 2016-2017 Legacy/Outback models due to a possible problem with the steering problem. Unfortunately, this meant that my car would have to go into the dealership for service in order to fix it. Thankfully, I found Subaru of North America very proactive in getting information about the recall out there to the customers and at least I knew that Grand Prix would help me, as I had previous experience there when I shopped for our Legacy 3.6R Limited and found it to be an excellent dealership. Thankfully, this carried over to the service department, where a friendly and helpful representative was able to get me an appointment two days after the recall went out at 7:30AM, get me a loaner car (ended up being a rental from Hertz paid by Subaru, as the dealer ran out of loaners), and also have my car towed to the dealership two days before, as Subaru advised owners not to drive it. When I arrived at the dealership, I was greeted by a gentleman named Kevin, who was helpful and pointed me in the right direction to my Service Advisor, Steve Shoum. I found him to be excellent and better than the Service Advisor who helped us at the luxury car dealership where we serviced our former luxury car, as we found Steve to be very friendly, knowledgeable about cars, and able to speak to the customer without making them feel stupid or being snarky, like at the dealership where we serviced our previous car. While I did have to wait a bit as Hertz in Hicksville did not open until 9:00AM and they needed to pick me up, as Grand Prix ran out of loaners due to the recall, things were still fine, as I found the service center to be very nice, as it looked upscale and delivered on being somewhat upscale, with many plush and comfortable chairs, large screen TVs, nice restrooms, free wifi, plenty of literature, and a very good selection of complimentary food and beverages, like bagels and all of the fixings, coffee, soft drinks, and fresh fruit. Throughout the process, I found all of the employees other than Steve who I have dealt with previously in the sales department, like Vinny Ortolani, the General Sales Manager who came by to say hi to all of the customers and chat, Emily, another Service Advisor, and all of the other employees to be very warm and efficient, which was fantastic! My car was at the service center for a week, as the part for the steering column was on back order and they wanted to inspect the car, but Steve continued to keep me updated throughout, which contrasts to our previous Service Advisor at the luxury car dealership, who left us in the dark and made it hard to call him, as we usually got his voicemail when we called the dealer. Also, he rarely called us with updates. Grand Prix also proved to be very accommodating, as Taylor, the representative in the Sales Department, was very helpful as she had my car wait in front of the Sales Department as I had to pick up my car a little after hours due to work. This was appreciated, as I feel like Grand Prix understands not everyone operates on their schedule. There was one minor hiccup in the experience, as the car was kind of dirty when we got it back, but it was resolved perfectly after we complained, as Dan Ross, the General Manager of the dealership, was understanding and wanted to make sure we we satisfied, as he offered us two vouchers to the Hicksville Car Wash, which was appreciated. Overall, I thought that Grand Prix's Service Department was excellent, as it put where we took our luxury car to shame thanks to their fantastic service and I would definitely recommend Grand Prix when I need to service my Legacy!