Schlossmann Subaru City of Milwaukee

This review is specifically related to the service department and the overall customer service from Ron H (the service manager I believe?). We actually had a decent car-​buying experience working with Eric Thiel (except for the person who was trying to sell us on the additional warranty options— which is an entirely separate review).
We utilized the dealership’s airport-​shuttle service and upon returning from our flight on a Sunday, our car was nowhere to be found. Our vehicle was never moved to the lot next door that was described to us and was locked away in the dealership lot where we had no access to it. Our initial thought was that our car was stolen. We were stranded that night in the empty parking lot until we could find someone to pick us up and drive us home to Wauwatosa (they drove from Mequon!!!). The car was delivered to us the next morning thankfully, however it caused me to be late for work on a day in which I really needed to be there early. I spoke with Ron H. the next day to voice my frustrations and my general impression after the conversation was that he was not very interested in retaining our business (he sent 1 free oil change coupon) which to me seems small for the following reasons:
1. We were stranded in an abandoned parking lot on a Sunday night
2. Time lost by our in-​laws who had to drive from Mequon to pick us up (during the Packer game!!!)
3. Lost hours at work the next day
4. Mental stress caused to my pregnant wife who was convinced the car was stolen.
We had fully intended to continue with service at Subaru City after the mostly pleasant buying experience. We are now, however, scheduled to receive service through Sommer’s.
I understand everyone makes mistakes, but when they do happen (and especially when they are BIG mistakes), in my practice I’d like to think I would go ABOVE and BEYOND to apologize and do everything I can to retain the customer in addition to keeping the customer in the loop with information about what is being done to prevent this from happening again. After speaking with Ron, I felt like he was condescending and not very appreciative of the gravity of their mistake. For those reasons, we are taking our business elsewhere.
I am still hoping to speak with Bruce L. (the general manager) to see what he has to say about the situation and will update this review following that conversation.

This review is strictly about buying a specific new vehicle through internet/​phone, picking it up, and taking it back to Chicago. (We have no experience with the service department or used car sales department.)
We contacted this dealership because they were among the closest that had the specific model we wanted (2015 Subaru XV Crosstrek Hybrid Base) in the desired color, based on an online inventory search. We obtained an automated quote on the Sunday evening before Memorial Day and received an even more competitive quote the next morning from the internet sales team. We then called to agree on a tentative trade-​in value for our previous car based on VIN and photos we sent. The entire price structure (including fees) was transparent from the beginning. We then agreed to go ahead with the purchase that same afternoon.
Once we arrived, the new vehicle had already been prepared for the sale and waiting for us at the entrance. The onsite sales consultant, Brian S., took care of us from that point on. First, he introduced us to the nice people from the internet team we had worked with earlier. Brian then went through the details of the sale again, confirmed the previously agreed-​upon trade-​in value, and obtained the financing required for us to take the car with us immediately. We then finalized the contract with Rob, the business manager. Finally, Brian took over again to explain the features of the new vehicle and pair our iPhone with the car audio system. Even though it was already after hours, Brian was extremely patient and helpful during the entire process. He was a great pleasure to work with.
In sum, the entire experience at Schlossmann was far more pleasant, transparent, and satisfying than we anticipated. We were both delighted and grateful. (An additional, unexpected benefit of buying out of state is the lower sales tax for Chicago residents compared to buying in-​state. This dealership is at a relatively convenient location south of Milwaukee off I-​94.)

I bought a car here last year 2013 Legacy. The salesman was really good and didn’t treat us a thought we were there just to waste their time. I liked that a lot, and was even considering going there for my future purchase. Let just say that, after dealing with always angry looking/​bad customer services service staff, there is no way I would take my business to this place! These people (the girl included) look at you like why are you here to make us work, or if it’s a subaru that’s not part of their service they almost feel like they don’t want to work on it, so they give a ridiculous price. NO EVERYONE HAS TIME TO LEARN TO FIX CAR, I would be a mechanic, but then again I doubt that they would know how to design or build bridges/roadway…I could go on for ever on this… long story short, I take my business to sommers now where they treat people like human and you don’t have to schedule an oil change… enough said. in fact, I m getting my 2015 forester XT from there as well when the time comes! This review is long over due!

Excellent sales person when you buying a car, but horrible customer service when you order parts or doing service for the vehicle. I bought a 2014 xv crosstrek and I had a great experience they explain the car well and they did they best helping me to get the best deal in my old car, but I want it to get some accessories after, I had the worst expirence they never call me to let me know that the parts had arrived when I finally got hold of the parts that I was going to get installed in the service department the estimate time was a ½ hour but it took an hour & 15 min, they service person didn’t even bother to let me know that it was taking longer, she wasn’t even friendly or polite. I will definely not bring my car back for any service in this location.

Bought my car here, used 2005 subaru about a year ago. Ive been bringing it to the dealer since. What mostly got me to be a dealership customer was the package of oil changes I was able to purchase at point of sale. I happen to be ‘one of those people,’ putting that off till a month after it was suppose to be changed so I figured it was a great option tp help me take care of my car better. It has ;) coupon book also came with many other discount coupons to help with the many costs of owning a car. Service here is always friendly and informative. .I ask lots of questions and they always take the time to answer and make sure I know what is going on. I also never feel like I am being taken advantage of when it comes to them adding on unnecessary repairs. Over all I believe working and buyinh with Schlossmann’s is a great experience