Bertera Subaru of West Springfield

Horrible. Dishonest. No knowledge of customer service or job Where do I begin. The list is so long!! Last April I went in for an oil change and recommended service. Wanting to keep my tires for life status good, Where do I begin. The list is so long!! Last April I went in for an oil change and recommended service. Wanting to keep my tires for life status good, I came here b/c I couldn't get in to Hartford Betera. They assured me I would still qualify as long as I had my paperwork and had the services in at the right times. I had. So that day in April I go in to be told their computers were down (I was 1st appt of the day) but that they were working on it. I was quoted 2 hours. I chose to wait it out. The waiting room filled up, as to be expected, with 4 other people. To my surprise, all 4 people came and went ( aren't the computers down?) In a decent amt. of time. In comes the 2nd wave and the same hsppens. As my 2 hrs nears, the service woman comes up and tells me that ALL COMPUTERS ARE DOWN!!and that it would be another hour. Fast forward to end of hour 3, SAME STORY!! When I questioned her about the other people, she stumbled through her answer. Total time spent in that waiting room-5 HOURS!!! Carlos said he would offer free service at next oil change for my troubles. Guess what. No recollection of that offer. To boot, tires for life denied because service wasn't done exclusively in W. Springfield location (Hartford said it didn't matter. I qualified after Hartford did the legwork Carlos was obviously too dumb to figure out). My car was left in lot, out front and not in a parking space, UNLOCKED. Run as fast as you can away from this place!! More

Best experience I wouldn't want to go anywhere else when it comes to car buying. My sales person Keith was very knowledgeable. It's was my very first car and I had on I wouldn't want to go anywhere else when it comes to car buying. My sales person Keith was very knowledgeable. It's was my very first car and I had only had my license for a week. I was very nervous about driving and he catered to needs and ensured I was still able to test drive the car in a suitable environment. He took the time to educate me on all the unique features of my car. I ended up leaving with a car that I love and I know I'll return when it's time for a change . :) More

knowledgable, patient, and fair sales representative I recently bought a 2016 Crosstrek from this dealership. They did not have the combination of model and features that I was hoping for on the lot but I recently bought a 2016 Crosstrek from this dealership. They did not have the combination of model and features that I was hoping for on the lot but arranged for an inventory swap with another dealer. Through no fault of Bertera, the other dealer reneged on the swap. The sales representative who was working with me, Keith Goldsmith, did everything he could to find a substitute in a timely manner. His manager was supportive and they quickly arranged for me to purchase a different Crosstrek--I am very happy with it and with the customer service provided by Bertera and particularly by Keith Goldsmith. Keith gave me an excellent deal on my purchase and trade and was completely transparent about the entire process. No sales pressure, only patient and complete answers to my many questions. I recommend this dealership and Keith Goldsmith in particular. More

2016 Crosstrek 10-10-16 Such a great friendly staff helping you find and attain the car you want. Keith was very attentive to our needs and what we wanted as far as NOT only Such a great friendly staff helping you find and attain the car you want. Keith was very attentive to our needs and what we wanted as far as NOT only the car but price wise and where we wanted to be financially with this new car. I couldn't be happier with this purchase and it was made easy by the great employees at Bertera Subaru of West Springfield. More

Great Experience I had a great experience when I bought my car here. I didn't even realize that there were some bad reviews on here. Maybe it depends on the sales pers I had a great experience when I bought my car here. I didn't even realize that there were some bad reviews on here. Maybe it depends on the sales person you deal with? Keith Goldsmith was great in finding the right car for me. He was extremely helpful and pleasant to deal with. I feel like I got a decent price and was able to drive the car off the lot the following day. This was my first time buying a car and I thought everything went smoothly. Everyone we dealt with was friendly and seemed quite transparent. We'll probably be going back there when my girlfriend needs a new car. More

complete customer care I first met Keith I Dec. Of 2014, I had Just totaled my existing vehicle. I worked with Keith Goldsmith, but my financial Circumstances were short I first met Keith I Dec. Of 2014, I had Just totaled my existing vehicle. I worked with Keith Goldsmith, but my financial Circumstances were short of. Making A purchase possible. Keith followed up With a promising new vehicle a few weeks Later. Too late ( this time) but I would not Forget his Efforts, follow through, and Sincere dedication to me as a customer.. I have kept in contact with Keith over time Hoping to get the Vehicle of my Dreams. That happened this past September 2016 I visited Dealers from Easter ma. (planet sub.) and as far south as Martinville Va. Most sales associates. Were plesant, Informed, & courteous. But they lacked the Personal Relationship & Knowledge that Keith Goldsmith has. You and I both Benefited by having him on your TEAM ! More

Taking the time to find my perfect car I had the best possible car buying experience here. I never felt like I was being pushed to make a decision. I felt all my questions were answered tho I had the best possible car buying experience here. I never felt like I was being pushed to make a decision. I felt all my questions were answered thoroughly. I don't mean to sound corny, but my experience here renewed my faith in car dealerships. More

Disrespectful I had set up an appointment to sign the loan application and finalize my car purchase on Friday at 3pm. I was informed Friday morning, while I was at I had set up an appointment to sign the loan application and finalize my car purchase on Friday at 3pm. I was informed Friday morning, while I was at work that there was a problem with my loan which left me with very little time to come up with an alternate plan, esp. since I had also been given very little additional information. I played phone tag with the sales rep and since I could not speak with him on the phone I decided to keep the appointment, I actually was 20 minutes early. As I informed the sales rep Jeremy that I was upset because they had not run the loan application earlier so I would have time to address any issues, he asked me to step outside "away from the chaos" aka away from other customers who may overhear me. I was not rude or loud. When I informed him that I was there to discuss the issues and come up with a solution (aka a larger down payment) he then informed me that my appointment had been given to someone else. edit: I would like to add that after writing this review I was by contacted by someone from the dealership trying to address and if possible resolve the issues. Unfortunately it is not possible to undo an experience but it is also important to note that attempts were made to create a more positive experience. More

Frustrating They have out sourced their phone service. After finally getting some one to answer, and tell them my situation...."I would have to talk to my serv They have out sourced their phone service. After finally getting some one to answer, and tell them my situation...."I would have to talk to my service advisor.. Lrt's see if I can get anyone on the line for you.....many minutes. No one available. To make a long story short....she suggested I get my car started and come to athe dealership to find the ansera to my question. Not a great thought on getting on 91, fight traffic, cross the bridge, hit Six Flags traffic and bring a caar that is ify...for a ride on . I have a Thursday appointment that I scheduled last week. This may be my second rreview- I believe I accidently deleted the first.. Marjorie Morgan More

Bertera Service Manager is Lousy As a three time Bertera Subaru buyer I have been happy with my car(s) and the Sales and Finance folks. at Bertera. The check in for serice people are As a three time Bertera Subaru buyer I have been happy with my car(s) and the Sales and Finance folks. at Bertera. The check in for serice people are mostly great. But Carlos Balula leaves a lot to be desired as the head of a serivce department. He is a poor communicator and the sole reason I will not be buying another Subaru from Bertera-West Springfield. I was there for service on 5/7/16 and was told that I needed four new tires. It was also noted that I had been aprised of this in my previous service visit in January. I had not been. It is noted on the "Report Card" but it was not brought to my attention during the January service visit. Had it been, I would not have driven the car on two long trips in the interceding months. My recent Report Card from May 7th states that my rear tires have gone from RED to YELLOW, a miracle! since I was verbally told that now I really better get new tires soon! When I called Carlos Balula to bring this to his attention and to request for some kind of monetary assistance based on his service department's poor follow through and communication, he called me back once to see what I wanted and has not returned any of my calls since. I work 50 hours per week in Connecticut and have no time to play telephone games. I will not return to Bertera for service or another car in the future. More