ComplaintsforBertera Subaru Of West Springfield

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2020 Subaru Crosstrek Premium in December 2019 that I decided to trade in for a 2021 Crosstrek Sport in September 2021. I purchased both vehicles from Bertera Subaru in West Springfield, MA. I called Subaru of America and received a loyalty coupon for $500, which was an element of my final decision to purchase the vehicle. Ashley in the finance department included the $500 in my contract price rather than taking it off, and she had me pay for it up front. She wanted to make sure it would be approved, and she promised me that the $500 would be refunded to me once the coupon was approved. (Wasn't the coupon approved when Subaru of America provided it to me?) I have been told on numerous occasions by my salesperson, Darrick, that the coupon was indeed approved, but no one could find the refund check. Now, my calls to the dealership are simply ignored and not returned. This has been disappointing as there were many hiccups and miscommunications during the purchasing process that cost me money, stress, and time off work, and I was depending on that $500 just to make up for what I lost on account of the errors made by ******* and its employeessuch as my salesperson losing one of my key fobs, which six months later has finally been replaced and programmed after many long and useless trips down to the dealership. This awful car buying experience has truly made me want to not only switch dealerships but switch car brands as well. I don't appreciate their bait and switch techniques, and I feel terrible for the people who don't understand what they are signing in the finance office. What Bertera is doing is borderline criminal and at the very least, grossly unethical. To anyone who might read this, be sure to read your sales contract thoroughly. Go line by line and ask questions about EVERYTHING that you don't understand, and do your research and price shopping before accepting any of their additional items. Or better yet, go elsewhere.

  Business response

  05/06/2022

  Business Response /* (1000, 7, 2022/05/03) */ We have been in contact with the customer and are working on a resolution to this case. Consumer Response /* (2000, 10, 2022/05/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  10/12/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Online car is listed at 12,919.00 made an appointment with an employee a female I will leave the name out. Took time off work had a great trade in cash in hand to buy the car outright. Was greeted by a very unprofessional male who indicated to us that "we can't drive a manual car drunk" then going to "check on the car" then came down and told us that the car was in that moment in the shop and couldn't be sold today because it needed to be "up to mass standards" it's been on your lot for quite awhile and today you decide to bring it up to standard ? Why was it even listed on auto trader? He then comes back down and "because of the hefty bill they were going to increase the price by 1500. Even though we were told the price online. We now have texts between us and the dealer claiming that "our trade in needed work" they never even looked at our car! We were in that lobby for 10 mins max they didn't see what car we pulled up in.

  Business response

  11/16/2021

  Business Response /* (1000, 5, 2021/10/22) */ We did attempt to contact the customer regarding this vehicle but have not received a response back. Consumer Response/* (2021/10/29) I just saw this email it was being transferred to my other folder. The only information after the fact was we were asked if we had gotten a car.. that they want to make a deal. Looking at the site now we did see they raised the price now close to 15 grand and was listed briefly as an automatic then switched to manual. Price is still now close to 15k, we made it very clear with the business we have no interest in working out a deal with them under new management or not. If you quote someone 12,900 have them take time off of work to then make them pay for the repair bill of a car they do not own how would it resolve our issue to give money to this company? Car is now 2 grand more we also made it very clear to them we have no interested to ever work with this company. We are hard working parents, went in cash in hand to flat out buy the car and they wanted more money and we were treated like dirt. Then lied saying our trade in needed work... we have done the run around with dealers before but to be flat out said well you have to pay for the repair bill on a car that we didn't own yet, told we can't drive drunk with a standard and then told our trade in was in need of repair.. I'm sure you guys have cameras in there we were in there 5 mins tops it took more time for you guys to go talk to management then our interaction together and there was zero way you looked at our car. Be honest on your listing . People are on hard times and have limited money and go to car companies for a reliable car and a dealership that will work with the customer. We see that the car has been updated on the price and that the transmission from automatic is back to manual we just want honesty. . we gave our response via phone call saying we have no interest and got yet another text after that. A, just the first initial I don't want to give private information such as her. And , the woman we dealt with was very nice . But if a family goes to your company after discussing that morning. Not even 3 hours prior on a price time and me getting out of work losing money and time to make this deal and you guys go yeah... well it's not Massachusetts legal. It's a dirty trick and I'm sure not the first time it happened. We are very easy going understanding people. I am not one to quickly jump and file complaints we asked they update their listing they did, we asked they be honest in their list we see they have. But as a customer we will not go back there again and will tell others of our experience. They have been in business for a very long time.. blaming the new guy isn't going to fly with us. It was unprofessional and very rude frankly. A customer should not pay for a repair bill for a car they do not own yet. Simple. Far as we are concerned the listing we complained about has been fixed . I don't know if their other cars are "not Massachusetts legal" it should be looked into if they are pulling in more bait and switched.. reading other reports and comments we are not the first ones. With that said my reviews that we posted will stay because people who are not experienced in buying cars, or don't know any better need to be warned. We are happy to see they updated the listing , even if a free car was offered we would pass. You just don't do that to people. Business Response /* (4000, 11, 2021/11/08) */ We did attempt to contact the customer about this vehicle but they have stated that they are no longer interested.

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