2830 Lycoming Creek Road
Williamsport, PA 17701
P: (570) 494-0836
Let me first begin by stating that I do not write reviews unless the item/place/location/service in question was exceptionally great or terribly horrible. This happens to be an occasion where the review is the latter of the two. I would just like to share my experiences with this dealership and strong urge everyone and all members to stay away.
As some of you may know I was looking for a good winter vehicle. I have been shopping around for a 2007 Subaru Legacy 2.5i Special Edition in black w/ black interior in a 5 speed manual. Now on no way shape or form was this my first personal or family Subaru purchase. I did all the negotiations and purchasing of the following Subarus for mostly me and a couple for my family:
- 2002 Subaru Impreza WRX
- 2003 Subaru Impreza 2.5RS
- 2003 Subaru Impreza 2.5TS
- 2005 Subaru Impreza 2.5RS
- 2005 Subaru Impreza STi
- 2005 Subaru Impreza STi (yes, 2 of them)
Now I would not expect any issue purchasing another Subaru from any dealership, especially if they knew my history with Subaru. Currently me and my family still own 3 Subarus, and I was looking to trade in a 2001 Nissan Pathfinder for a smaller sedan that doesn’t guzzle as much gas. After being a loyal customer to Subaru, I figured this was a no brainer to go with a 2007 Legacy model.
To begin with here is the chain of phone calls that I received from the dealership before we could even start talking about me purchasing a vehicle.
[Phone call #1]
I spoke with a representative on the phone from Alexander Subaru, he was kind. I asked him for a quota on my specific vehicle to which he informed me he has to call me back with an exact price. I agreed to this since it makes sense, he has to find out all the information.
[Phone call #2]
The representative returns my phone call a couple hours later only to ask if I am trading in a vehicle as in it will affect the price of the new car. This was upholding. I have purchased many vehicles in my day, and at no point and time should my decision to trade in a vehicle or not affect my purchase price of a new one. They are 2 separate transactions. I informed the sales representative that I wasn’t sure if I was trading a vehicle in and asked him nicely to please provide me with a price quote. He was hesitant and actually argued that I have to decide if I want to trade in or not so I can receive the most accurate quote. I informed him once again that I am not sure and if he could please provide me with a price quote. He informed me that he has to call me back again.
[Phone call #3]
Once again the representative calls me, and once again without a price quote. This time he would like to ask if I am financing the vehicle or paying cash for it. I asked why this would matter at this point of the conversation since I am only trying to get a price quote for the vehicle. He informed me that depending whether I finance or pay cash that also affects the price of the car. Once again I informed the gentleman that I wasn’t sure and I just want a price quote on the vehicle. He almost refused to provide the information to me. He was stating that without knowing concrete information I cannot receive a proper quote for the purchase price. I informed the sales representative that it does not matter whether I pay cash or finance or trade in or not. He told me I was wrong and that the price of the new car purchase is all affected by this. I didn’t know telling the customer they are wrong is a sales technique these days? For the sake of just trying to get a quote at this point I said that there is no trade and I am paying cash. Once again the sales representative was not ready with my information and informed me that he has to call me back.
[Phone call #4]
I was unable to answer the call since I was in a meeting at the time. The sales representative left me a voicemail asking to call him back, once again without any information on a quote for the vehicle.
[Phone call #5]
I call the dealership back and my sales agent is with another customer. I was actually speaking with the manager at the moment, and asked if he could have my sales representative call me back as soon as he gets a chance. He informed me that he will do that.
2 Business days pass by and I do not receive any phone calls from the dealership!
[Phone call #6]
I call the dealership 2 business days later asking my sales representative why he hasn’t called me back yet. He informed me that he tried multiple times over the last couple of days but the phone calls weren’t going through and he wasn’t even able to receive voicemails. These were the only phone calls that I “missed” over those 2 business days. He finally provided me with a quote. It was $200 higher than other dealerships (I have received quotes from about 5 other locations). I informed him of this and asked him to price match. Once again he said he would call me back.
[Phone call #7]
The sales agent called me back, agreed to my price, and we scheduled an appointment for me to pickup the vehicle 3 business days later.
[Phone call #8]
I call my sales representative the day of the appointment to inform him that I will be trading in my vehicle and that I will be financing as well. He informed me that’s no problem.
So after 8 phone calls I was finally set to go to the dealership. The dealer was about 100 miles from where I live, and I headed out. As I arrived to the dealership I noticed a lot of black Subaru Legacy models and was looking for mine. It was all ready to go and prepped inside of their garage. I went inside to complete the transaction.
As I walked in I was greeted with the foul smell of hamburgers and fast food as most of the staff was eating lunch in the showroom floor. Yes, that is correct, the sales agents, the secretary, and even the manager were all eating greasy fast food on a table in the middle of the showroom floor. It was specifically between a Silver Legacy and an Outback wagon, and the odor was smelt across the whole showroom. This is not the type of customer service I would expect from a Subaru dealership, nor have I ever seen it another location, ever.
I begin to speak with my sales agent. We greet, shake hands, and sit down at his desk. He starts by providing me with the price quote again, which I already know hence why I was there. Then states that he needs my license, insurance card, and registration for trade in to complete the paperwork. The agent was 100% un-prepared. He had a price quote and not a single form filled out at all. We had a meeting schedule 3 business days in advance and not a single form filled out, at least with minimal information. At least the car was prepped…..
The agent shows me the car, offers a test drive, I turn it down since I know what I want and have driven the vehicle before, as well as many other Subarus. Then he continues to state that he just needs to get everything filled out and we’ll sign all the paperwork. I informed him that we still have 2 other factors in the transaction. His response was “What do you mean? The deal is basically done?” word for word. I am not sure if this was his first car sale, but there was a trade and financing which he was aware of. Both big factors in purchasing a vehicle. I informed him of this, as to which he basically said “oh ok”. After they inspected my vehicle, and I had to wait for about 30 minutes for a response they brought back an insulting offer on my trade. I have received other appraisals of my vehicle, and have actually taken care of the small nit picks the other quotes have had, and theirs was lower by about $1,000. I countered offered with a reasonable amount, that I have already been quoted at other locations, and stated that if they match this I will sign the paperwork and buy from them. I signed a written offer for the manager. The manager came back, handed me the keys, and told me that it’s the best he can do and if I don’t want it I can leave.
The only thought that came to mind was “WOW. This dealership absolutely does not want to sell me a car” at this point. They would not even price match to quotes I have already received.
I left the dealership for 15 minutes and complete a private party sale someone was interested in my vehicle. The buyer was paying cash for my vehicle and I informed him that if I am able to purchase the Legacy straight up I will sell him my car. It was a family friend of mine back home in Chicago. I wanted to make sure I can still buy the vehicle, since this dealership has been nothing but trouble so far.