Joyce Yu

Review of Stohlman Volkswagen/Subaru/Mit...

Boy do these people not take no for an answer. The...

Boy do these people not take no for an answer. The reviews that say there is "no pressure to buy" are definitely not true.

Recently, I came here to check out a used Subaru that I found online. The appointment process was easy, which was appreciated. I went on the test drive. I was familiar with some features of the Subaru, but it had been a while since I went to a Subaru dealership so I was hoping that someone could explain them to me on the test drive. I asked a lot of questions during the drive like "what do these buttons do" and "how do you activate this," but I could tell he wasn't familiar and couldn't answer my questions fully. It's a Volkswagen dealership so I can't blame them for not being Subaru experts - but I just wanted to note this for anybody coming here.

Finished the test drive, went back inside to talk pricing, etc. FYI not all of the salespeople have closed offices, so my family and I sat at a desk in the open area of the dealership which I didn't feel comfortable with since we kept negotiating the price and everyone could hear our conversations.

The problem with the people here is that once they sell you the car, they are DONE WITH YOU. They don't go the extra mile to make sure their customers are satisfied. All they care about is the price WHICH I understand because this is their job - but also I am in my 20s. This is my first car and a huge purchase. I have never shelled out $20 some thousand on anything in my life so I m sorry if I wasnt ABSOLUTELY CERTAIN on the spot. The entire negotiation process was me politely saying, "this is my budget, I really didn't want to go any higher than x," and being told "well your budget is really too low to be looking for a car like this." RUDE and unprofessional! Then they tried to sell me other cars that were apparently in my budget that I didn't even want. I said multiple times that if they're unable to meet my budget at this time for this car, then it is perfectly OK and I can leave and come back when I have enough saved up. I literally got up, had my jacket, thanked him for his time and information, and these people WOULD NOT let me walk out the door. Let me be clear - PLEASE RESPECT YOUR CUSTOMERS! If they tell you respectfully that they will need to take some more time, THAT IS WHAT THEY MEAN. He says, "why do you need more time? You like the car right? Well I really don't understand what you need more time for," with a straight pissed off face. Look, I understand the hustle (I have worked in customer service and held down two simultaneous jobs all through college). Maybe I needed to think about this biggest purchase of my entire life?!

At the end he pulled his manager over because I guess I was being a "difficult customer" to try to make a deal with me. The manager was a little bit more professional than the salesperson and at least kept his smile on the entire time. Ultimately I purchased a car that was slightly above my budget but I felt was a reasonable enough deal and at this point I had been at the dealership for HOURS and was ready to be done.

Here comes the apathy. I noticed a small paint chip on the car which I asked politely if they could fix. No. I was told that the paint shop was closed and he wouldn't even be to get his hands on a bottle and that I would need to go purchase my own $10 touch up paint. I approached the manager I just worked with - once I asked his smile immediately faded and I was told that this was not included in the deal. He put on a straight face and told me that he would have to talk to the other salesperson because "he is more familiar with the car." FYI other dealerships DO fix all paint problems and allow their customers to return. Once I made the deal I had been literally TOSSED TO THE CURB.

Though I have my new car, I hope I never have to return to work with the same people again. I would not recommend coming here for anyone interested in purchasing a used car. If you are looking for a professional team who will actually provide some quality customer service, do not come here.