I am going to start by saying - the sales portion of this dealership is what deserves five stars. Ryan, Caitlin, Tristian, and Grace are beyond fantastic. However, the service center would be more like a 1/5 rating. On July 17th, 2025 I bought my first brand new vehicle (Subaru Outback Wilderness) with no co-signer. As someone who is 22, I felt like that is a HUGE accomplishment, and if I could do it over again, I would still pick this dealership and this vehicle.
On July 22nd, I had scheduled to have work done (mudflaps, clearshield ect.) for 07:00, and the service advisor told me on a phone call a few days earlier that "they wouldn't be able to put me in a temporary car because I'm not 25". I was also told that rust proofing and undercarriage coating wasn't a service that was offered. Apparently that's not that case? Still unclear on how that miscommunication happened. During the sale, Ryan had mentioned that I would be able to have a car while mine was out. But, I figured it wouldn't be the end of the world, and I could make it work without since I was also told on that same service center phone call that it would only take 24 hours. The Subaru was dropped off at 17:30 (approx ten hours early) the day before, and I drove my mom (a dialysis nurse) to work at 04:00 the following day and used her car to drive to my 08:00 chemistry lecture and lab.
Around 12:00, I finished class and called the service center for an ETA on my vehicle, and I was told that "it was at the facility in Omaha getting worked on, but it wouldn't be ready until Thursday the 24th." Come to find out, that "facility" is Autographix. Called them to inquire about tint, only to be told my vehicle was not in their care. So, I checked the location of my vehicle and discovered it was still at the dealership. At this point it's around 14:00, and zero work has been done for a 07:00 appointment. I have a end-of-quarter exam in two days...need a car to get to campus. I have a house that I am putting on the market this week, a new job lined up for next week, and out-of-town family visiting. So, I came to pick up my car from the service center 24 hours after I dropped it off, mostly done except for the clearshield. Due to my utter lack of free time, I would rather go straight to Autographix myself and cut out the middle man, since that's where the hold up is.
It is my recommendation that anyone wanting clearshield, interior protection, tint, undercarriage coating, rust proofing, ceramic coatings ect. to just contact Autographix themselves, they also have a seven year warranty. After one phone call with them, they were able to squeeze in a drop off time the following day. I felt reassured that they are very on top of things and were aware of what vehicles were in their custody. The Subaru service center is going to allow Autographix to send them a bill for what I've already paid for through the dealership which is very appreciated. My stress level the last six weeks has been so high that I was honestly okay with losing that money if it meant my car would be done in a reasonable amount of time. But two days without a car just to do the clearshield??
As previously stated, this is my first time buying a new car and this has been such a learning experience. My confusion and ignorance in regards to this process probably hasn't made anything easier for the staff trying their best to work with me. Just to reiterate, the sales department folks are so helpful and kind, I LOVE my new car (photo below) and I would still go to this dealership, but pigs will fly before I deal with Baxter Subaru La Vista service...
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