Bertera Subaru of West Springfield

This is New England. There are lots of Subaru dealers. And I'm about to type a whole big spiel, but the too long/didn't read version is this: other dealers deserve your b There are lots of Subaru dealers. And I'm about to type a whole big spiel, but the too long/didn't read version is this: other dealers deserve your business more. I called in for a part for my ’16 Impreza, and the person on the phone was…not interested in helping me. Ever had one of those aggressively unpleasant and snide "customer service representatives"? That's what this was. Here are a few examples, just so you can understand what I'm getting at: I was told I needed to come down in person to order the parts – small things, the mirror and part of the outside casing for the passenger sideview mirror. "I have a picture of the damage," I said. "I think it's clear from the photos what I need. Could you order from the photos?" "No." "Could you take a look? I can send them my email." No. Absolutely refused. I asked how much the entire mirror apparatus was, and I believe it was about $200. That's what the person on the phone said. "Ok, great, I'll just order the entire thing then, if that will save me a trip down there," I said. "I'm not going to do that because it's going to make you upset if I end up ordering parts that you don't need." "I won't get upset, I promise." "Sir? You need to come down here." So I did. And, lo and behold, the person I actually spoke to face-to-face (different from the person on the phone!) was able to order the parts I needed just from the photos! He didn't need to look at the car. The total cost of the parts I needed was about $140 – and yes, the extra $60 for the entire apparatus would've been more than a fair trade to save me a second trip. I spoke to a manager about my experience – I can't remember his name, I did my best to be polite, but I got passive-aggression and resistance from him as well. Here's an example: the person I actually ordered the parts from (again: not the person on the phone!) was very nice. I told him that. But when I later asked the manager why I should buy from Betera if people there are rude, he responded with "well, you said the person you ordered the parts from was nice, so no everyone is rude." And yes, of course. Fine. But it's purposely misunderstanding what I said. So add this manager to the list of rude people at Bertera. I dealt with him patiently and with civility, and finally got him to "investigate" what had happened. I wanted an apology from the rude customer service rep – not money, not a discount, just an "I'm sorry." I never heard back from the manager, surprise of the century. And I know, I know: I get it. This isn't the end of the world, but it's enough of a bad experience to make me not want to shop at Bertera. Enough to make me type all of this, and to warn you away, too. Thanks for reading. (And yes: the one person I actually ordered the parts from was great – I left five stars for Dean because I believe it was him and this site is forcing me to rate a person in order to leave the review. Whoever he was, he seems to be in the minority at Bertera Subaru.) More

I am giving Bertera Subaru a 1 star rating only because 0 wasn’t an option! When it came to selling me a car they couldn’t be sweeter! When it comes to holding up their end of the bargain after giving them wasn’t an option! When it came to selling me a car they couldn’t be sweeter! When it comes to holding up their end of the bargain after giving them 5 years of loyalty, they will look for any reason to squirm out of the deal. I agree with someone else’s review of management. It is beyond abysmal. They are fast talking and big on bravado about how they will “make it right,” but are short on delivering. In particular, I am speaking of the Service Manager and, because he said he also spoke to Shawn Sullivan, this applies to him as well. I will not go near this place again and will tell everyone I know not to either! More

The mechanics, clerks, and most employees are accommodating. The sales staff not so much. Management is abysmal. If management is subpar it is not possible to run any business correctly. The mana accommodating. The sales staff not so much. Management is abysmal. If management is subpar it is not possible to run any business correctly. The manager at the temporary site in West Springfield as per the renovation of the former site is actually rude, disrespectful and not equipped to handle even mild complaint process. If one needs help skip this person and go to the corporate top to receive proper satisfaction. Love the vehicles but service due to kackluster management has been substandard for quite some time. More

I will say first that this is not a knock on the individual that I spoke with on the phone, she doesn't set the policies and prices. Now, this place is awful and predatory. I went in with a few mi individual that I spoke with on the phone, she doesn't set the policies and prices. Now, this place is awful and predatory. I went in with a few minor issues I asked them to look at. I told them what was wrong and even wrote a letter explaining what was wrong. They charged me $320 in diagnostic fees, i.e. a tech drove it in the lot for less than five minutes and wasted my gas. Then I get and estimate of approximately $2,100, diagnostic fee included. I laughed when the receptionist told me this. One charge was for $45 to replace a break light bulb... $45! I brought my Forester to a small garage less than 20 minutes away. When they were done, my car was back to normal and zero issues. My charge from the small garage was $62, parts and labor $62. This dealership is awful and will rake you over the coals if you don't know anything about cars. AVOID at all costs!!! If there was a Zero I would have checked that instead of a One. AVOID!!! More

Went in for an oil change and was told my brake fluid was black and sludgy. The tech actually came out to tell me that in person and that it was urgent to be flushed. They wanted over $500 for the service. M black and sludgy. The tech actually came out to tell me that in person and that it was urgent to be flushed. They wanted over $500 for the service. My car was pretty new so I thought that seemed fast. I had a relative look at the car and he showed me that the brake fluid was in pristine condition. Also took it to another Subaru dealer who said the same. Don’t bring your car here unless you want them to try and trick you into paying for service you don’t need and they probably won’t even do. More