Cavender Subaru of Midland Odessa

My experience purchasing a pre-owned BMW from this Subaru dealership was a pretty negative one. Communication was slow to start with but finally I got a call from General Manager of Sales (Sean Mathis) whom dealership was a pretty negative one. Communication was slow to start with but finally I got a call from General Manager of Sales (Sean Mathis) whom I spoke to briefly before he passed me on to one of his sales associates, Laurie, who was generally nice and easy to work with but failed in providing detailed observations and pictures about the condition of the car. This was a remote purchase so I had no choice but to rely on the sales staff to communicate properly, in a timely and detailed fashion. Finally, we got to a point where I made an offer, which was accepted after another unusual back and forth where the GSM originally rejected the offer (without a counteroffer and through the salesperson) but then accepted it when I contacted him. The car was market sold (and Laurie provided me a picture of the tag put on the windshield of the car stating as such). Prior to wiring the money to complete the deal, I asked Laurie to have another look at the car to make sure there were no surprises. Sure enough, she came back with a few things, including damage to the front bumper and the car's display key not being accounted for, the latter disabling multiple remote functions of this loaded example. I reached out to the GSM (Sean), and while being clear that I am moving ahead with the purchase, I requested that they at least order a new display key or make accommodations to purchase it myself. I did not hear back from Sean for a day and I had already arranged for an enclosed transportation so I was in a bit of a rush to get everything done. So, I followed up the next day with Sean and was told, via a brief text and several hours after my inquiry, that the car had just been sold!! This was a very strange development and I was pretty upset so I reached out to the GM of the dealership, Mark Hale, to inform him of the situation and ask him to step in and perhaps stop the other deal from going through since I had already, for all intents and purposes, bought the car. Mark did not get back to me until Monday (so a weekend passed) and asked that I bear with him and he will get back to me on Tuesday. It's now been a week and Mark still has not reached out to me, even if it's just to apologize and offer an explanation. Given this experience, I would certainly caution all prospective buyers to be aware of how strange (and in my book, unethically) this dealership operates, both in terms of how their honesty, the way they communicate, how inaccurate they are in providing information, and how worthless an agreement is even if the GSM, who is supposed to be an experienced and professional person, is involved. More

I’ve never been to a service department that had so many excuses why a car under a bumper to bumper warranty was not covered. Horrible customer service and horrible place to buy a car. excuses why a car under a bumper to bumper warranty was not covered. Horrible customer service and horrible place to buy a car. More

Excellent experience. Zack was beyond amazing. I made an appointment.. But it wasn’t there. Zack worked me in. Was so kind. Checked everything I was concerned about. I can Zack was beyond amazing. I made an appointment.. But it wasn’t there. Zack worked me in. Was so kind. Checked everything I was concerned about. I can’t say enough kind words about this dealership. Thank you Zack. More

Great overall experience. I’ve been fortunate enough to drive several different makes and models over the years. This is my first Subaru and I honestly don’t see myself drivin I’ve been fortunate enough to drive several different makes and models over the years. This is my first Subaru and I honestly don’t see myself driving anything else other than a Subaru for years to come. As far as Subaru of Midland and Odessa goes I definitely will make them my only stop when I’m ready to trade. These guys rock!!! More

I don’t ever want another Midland-Odessa resident to EVER experience what I experienced at this dealership! I purchased a brand new 2022 Subaru Ascent from Subaru Midland Odessa on April 7, 2022. I spent at experience what I experienced at this dealership! I purchased a brand new 2022 Subaru Ascent from Subaru Midland Odessa on April 7, 2022. I spent at least $50,000 that day! I had a great experience with my sales guy Matt and manger John. I’ve been completing maintenance on my Subarus at this dealership since 2021. I speak to everyone when I come for maintenance, etc. I think it’s important that explain my relationship with the dealer. I actually felt like I was a part of “their” Subaru family! Now…let’s fast-forward to August 23, 2022, I came to dealership again looking to purchase a used Subaru Outback (“Loyalty”). I had spoken with Matt (salesperson) prior to my arrival. I told Matt that I had an offer from Cavender’s of Lexus in Lubbock. I showed him the deal that Cavender’s proposed because I didn’t want my salesman to think I was BSing. Matt assured me that he could make a better deal than Cavender’s. Matt pitched the first vehicle (2019 Subaru Outback)but it overpriced so I didn’t take a deal. He proposed a second vehicles, 2017 Subaru Outback Premium…the initial price was set $22000 but the car has over 96,000 miles on it, no awesome features, and it’s a little beat up. He promised to clean the vehicle up, replace tires, and etc! I was able to get the sale down to $23,000 out the door. At this point, I was in the finance manager’s office about to sign the deal! Then…I received another text from Cavender’s with a lower price for the 2017 Subaru Outback 3.6L Touring. I asked the finance manager to excuse me and took the call. I talked to Matt and told him that I couldn’t refuse the deal but promised to bring the new vehicle back for to purchase a maintenance plan. Matt then told me that he doubted that the owner Paul Hatcher would authorize the service department to work on the vehicle. I actually didn’t believe what Matt was saying being that I have an existing maintenance plan for my 2022 Subaru Ascent that is still active. I couldn’t refuse the deal so, I decided to take the deal with Cavender’s and all xxxx broke loose! The Subaru of Midland Odessa owner (Paul Hatcher) came from his office with a made-up KBB value for the Outback that Cavender’s was offering. He was mad!! He fabricated Kbb write-up for the car that Cavender’s was offering. He marked that the vehicle was in fair condition and low balled the KBB value sheet. He presented the KBB values and said “see you’re not getting a good deal”. I explained that I was not trying to anger anyone, I was just looking for the best deal. Mr. Hatcher was very angry at this point. He insisted that I was trying to play dealerships against each other. I assured his that it was not the case. I was very transparent with Matt about other offers from the beginning of the sale. I also assured Mr. Hatcher that I was planning to have the vehicle inspected and maintained at Subaru of Midland Odessa. If the vehicle didn’t pass inspection, I would send it back. My exact words, I said, “all I’m going to do is bring the vehicle here and have you check it out and purchase a maintenance plan for it.” And then, the owner, Paul Hatcher, said “if you purchase that vehicle from Cavender’s, I will not service that vehicle.” I said, wait, “are you saying if I take the deal for the 2017 Subaru Outback 3.6L Touring with Cavender’s of Lexus you won’t service my vehicle. Mr. Hatcher, said, “yes” that I couldn’t bring my new vehicle to his dealership to receive services. Wow 😯 is all I could think. I wasn’t mad…just very disappointed that the sales person and finance manger were there and didn’t say anything. I guess this is normal practice everyone else was acting like it was ok. I apologized if I angered anyone and left the dealership. I’ve never been treated so horrible by a dealership. The owner was very disrespectful and just angry that I didn’t take his deal! Now, I don’t think it is a good idea to come back to this dealership. I bought a 2022 Subaru Ascent from Subaru Midland Odessa with a maintenance packages and extended warranty but I don’t trust them anymore. Why would I continue to give money to an owner that would treat me in such a way? More