Business ProfileforSubaru of San Bernardino

A sales rep at Subaru San Bernardino named Janai and another, named Matt Rodriguez (who claimed to be a sales mgr, but isn't) told me they had a blue Subaru Forester base trim that they would get for me by trading with another dealer. They said they could get it the same day I came in. I made an appt. and drove a very long distance, through a mountain pass, in the rain and fog to the dealer (I told them how far away I lived). When I got there, Matt was evasive about getting me the blue Forester, but he kept claiming he could get it. He showed me other Foresters on the lot that were more expensive than base model and were loaded with expensive dealer add ons. Bottom line, they did not have the car I wanted and hadn't found one to trade for. They lied to bait and lure me onto the lot, then proceeded to try to sell me a vehicle on their lot at much higher price then we discussed beforehand. Matt also tried to confuse me with numbers by repeatedly changing value of my trade in and value of new car. After Matt unsuccessfully tried to sell me a car, the sales mgr, Donald Ramos, told me that they hadn't found a blue Forester base trim, and he suggested I order one. I express to him that I did not appreciate being lured into a long drive to their lot by being lied to. I made the drive believing they had the car I wanted. Also, even though we had an appt, Matt left me standing around while he greeted a couple who came on the lot. This dealer pulled what I consider a bait and switch, and they had no conscience about wasting my time and obviously trying to confuse me as a senior with ridiculous number manipulations.

******, I apologize for any misunderstanding you may have faced that day. Our sales manager should have come out to shake your hand and introduce you to Matt. Our development team, such as Janae, took the time to locate the exact vehicle you were interested in. We cannot start the process to secure the vehicle without having a buyer. Once you confirmed your interest, they worked for several hours to strike a deal with the other dealer but to no avail. Typically, when that happens, they have a transaction pending but don’t give that information out. This day and age, keeping inventory is difficult and vehicles go fast. That dealer no longer has the vehicle available. We can see one more available within a 200 miles radius and would be willing to try to secure it for you. Just to your point, most dealer trades happen quick and same day, as you were informed. Matt tried his best without a proper place to go over the numbers. It was never his intention to confuse you. Due to the circumstances, you were unable to enter our dealership so the “numbers talk” took place standing in our parking lot without the ability to have his computer or paperwork. Once we were declined the vehicle in trade, he tried to show you similar models so you knew exactly what you would be getting if you were to order your very own “Blue-Baru”. We are still more then happy to work with you if you are still looking. If there is anything additional you’d like to share, please contact me directly. Best wishes. Brooke J. Subaru of San Bernardino 909-571-5212

First of all, there was no "misunderstanding". I was lied to. None of your response is true. NONE. Everything I said is fact. In arriving, I told Matt I would go inside the dealership office, but would need to get a face mask from my car, but Matt took me over to a more expensive blue Forester on the lot and started haggling over pricing, asking higher than he and Janae had quoted beforehand for the base model I wanted. He gave me the runaround when I asked about the model I came for. He then left me standing outside and greeted a couple who arrived on the lot. Then Edgar, sales person, approached me and told me that they didn't have the blue Forester base model they promised, but had been looking for one. Edgar led me inside. I put on a face mask and went inside the dealership. The sales manager, Donald R****, then told me there was not a blue Forester base model available. Now you state that you did have one available that day. The fact is, if you did have one available that day, then you all lied by telling me you didn't have one. Appears you probably decided to tell me that you didn't have one because I would not agree to a higher price. You never intended to honor the price I was quoted beforehand on the telephone. I came into your lot ready to pay the MSRP sticker price quoted me for the blue Subaru base model you said you would get for me same day I came in. I even asked Janae beforehand about the out-the-door price, including all fees, taxes, license. She said there would be no extra, expensive dealer add ons. IT'S CALLED BAIT AND SWITCH. NOTHING I WAS TOLD TO LURE ME ONTO THE DEALERSHIP WAS TRUE, YOU LIED ABOUT YOUR INVENTORY AND YOU LIED ABOUT PRICING. AND YOU ARE LYING NOW TO SAVE FACE. I WILL NEVER BUY ANYTHING FROM SUBARU SAN BERNARDINO OR SET FOOT ON YOUR DEALERSHIP AGAIN.