Kimberly Jones

Review of Subaru of Wakefield

I'm sure there are plenty of fine working people h...

I'm sure there are plenty of fine working people here, I unfortunately met with few to none of them. I came back a few times looking at the Crosstrek, and test drove the car a few times, and genuinely had a pleasant experience. But, eventually when I decided to talk numbers, the experience took a turn for the worse.

I had come in with an offer from another dealership, and straight up told them that if they could beat the offer given to me by the other dealer, I would sign then and there. My mother and I sat by ourselves for 30-45 minutes while we watched our sales rep socializing with the other reps (while holding our offer from this dealership in her hands). She eventually came back and told us there was no way the number we were giving her as the offer from the other dealership was accurate, and that we had to be lying. She then gave us an offer that was 1000 dollars higher than the other dealership. Luckily I was able to get the other dealership to verify the offer, to which she seemed completely surprised and totally unapologetic for calling my mother and I liars.

Begrudgingly, she gave a counter offer, to which I brought up an offer that they sent to my email address, "an ADDITIONAL 500 dollar savings." The manager came back, shoved my keys at me and told me they wouldn't honor it because "they took enough off the car." "Additional" means "in addition to," and I took that to mean "in addition to the savings we already gave you." When I asked why they would send me an offer if they would not honor it, He essentially told me to leave. I have never been spoken to in that way in a business setting before in my life. I felt extremely uncomfortable, and although they beat the price, I did NOT want to buy a car here. I felt taken over the coal.

I can't even tell you how uncomfortable this dealership made me, how painful talking numbers was. Not honoring their own deal showed the true integrity of the dealership.

The next day, I signed papers at Subaru of North Reading. Had an absolutely fantastic experience there, and they matched the offer presented by this dealership. Honestly, I would've paid more to go to another dealership than buy the car from here.

Like I said, I'm sure there are plenty of fine people working here, but the ones I came in contact with left a very sour taste in my mouth.
I would not recommend this dealership unless they have a massive overhaul of their customer service channels. They lost a 20,000 dollar sale over their own offer that they would not honor. I wanted so badly to be a promoter of this dealership, but when given the opportunity to "earn my business" (as they said multiple times), their manager ruined it for them over 500 dollars.