Somerset Subaru

Outstanding Customer Service My family and I had the misfortune of our 2014 Forester's CVT failing while driving back home to NJ after vacationing in Cape Cod. Since Somerset Sub My family and I had the misfortune of our 2014 Forester's CVT failing while driving back home to NJ after vacationing in Cape Cod. Since Somerset Subaru was the closest dealership we had the car towed there. The staff expressed concern despite it being 430 pm on the Friday before the start of Labor Day weekend. One of the mechanics on duty was able to diagnose the problem after a short test drive in the parking lot. Since it was covered under warranty we were provided with a 2017 Outback loaner allowing us to safely return home. This loaner was expediently arranged for by Nancy. Another mechanic offered help in transferring our belongings to the loaner. Joe Papa the Service Manager was very empathetic. He was so concerned that we weren't able to bring our children's bicycles home since they were mounted on our hitch rack. Without hesitation he arranged to have the bicycles and rack delivered to our home the following week. The concern and level of attention was above anything I have ever experienced at an automobile dealership. More

Poor pre-owned cars and unfriendly service. Thanks to our generous father, in the past 10 years we've purchased five cars from Somerset Subaru for different family members and my father, a few m Thanks to our generous father, in the past 10 years we've purchased five cars from Somerset Subaru for different family members and my father, a few more beyond that. He was a loyal customer and we appreciated his generosity. Now, after my latest car disaster, I realized that over time, both the service and the vehicles have been less than hoped and clearly without regard to customer loyalty. Of the five cars, a Subaru Impreza, an Outback, a Pontiac Aztek, a Jeep, and a Subaru Forester, only the Aztek is still on the road. My latest, the 2009 Forester purchased just two-and-a-half years ago, cost more in repairs than for purchase. Less than 1 year ago, I had transmission problems that only the dealer could tackle, due to the complexity of an automatic transmission in the age of technology. There were more than 90 parts that need to be ordered. I spent $2,600 for the issue. When the car was returned, I complained that the gears lurched and still didn't perform smoothly. I was given a number of excuses why it should be acting the way it was including weather and temperatures. Last week, less than a year after the service, the transmission refused to engage gears or move forward, 100 miles from home. I called the Somerset service department while waiting for a AAA drive back home, at the advise of the towing service owner, to ask if I should have the car delivered to Somerset, and if could they provide transportation or help of some sort for me between the dealership and my home. I got the service department manager. He was gruff and bothered, spewing plausible deniability from the instant I mentioned his department had worked on the transmission less than a year earlier. He told me that unless I could get the car there in 10 minutes because the department was closing, don't bring it there. I had it towed to my neighborhood mechanic who does my regular routine maintenance, just completed weeks before including inspection. He kindly reviewed the problem the next day and told me to take it to the dealer who'd done the work. He advised I should not pay for anything."If we did that last transmission work here, we'd be standing by it." He'd also tried to help the transmission a year earlier and declared it was too complex for mainstream mechanics. The car was delivered, again by AAA, to Somerset, though such an established dealership could have helped with the transport. I was told they'd cover nothing and the repair would cost $5,500+ It was a different part of the transmission, and they'd have to replace the whole unit or send it back to the factory, because only the factory can repair the more than 5,000 components that comprise today's transmissions. (I gather its a systemic problem with many new cars today.) The fact that the transmission had not worked properly since they'd last done the job held no weight with them. I could trade it there or remove it, since I wasn't going to spend another cent on repair. I was asked at and reminded to do it as quickly as possible. There was no courtesy, no compromise, no offer of anything but no. I owned a useless car with 127,000 miles, the first in the last 40 years that have gotten fewer than 250,000 at a minimum. It's trade in value was about $1,000 from dealers as a courtesy. This all took place in the last five days. I had to rent a car and find another. I will never buy another AWD and never buy another car from Somerset Subaru. It's one thing to give poor service, but the kiss-my-xxx attitude of Joe, service manager, and my overall treatment, beyond the courtesy of Wayne, the mechanic tasked with delivering the no-help, not-out-fault decision, was a poor example of customer service on any measure. Poor service, no integrity. More

Not honest The sales people at the dealer are not honest. I was sold a used 2011 Forester on Aug. 19, 2015 that was involved in an accident without disclosing to The sales people at the dealer are not honest. I was sold a used 2011 Forester on Aug. 19, 2015 that was involved in an accident without disclosing to me. After one week I got the car, I found out the whole rear end was replaced. On further close inspection I found out the driver side rear door, the driver side front fender and bumper had been all replaced. Evidently the car was involved in quite a serious accident. Now I am concerned about the air bags, wheel alignment, and paint quality. This is the worst car that I bought in my life. I feel cheated every time I drive the car. More

Horrible Experience I couldn't have left feeling any worse. I first met with Drew, who seemed nice enough, but obviously didn't know his job very well. We test drove tw I couldn't have left feeling any worse. I first met with Drew, who seemed nice enough, but obviously didn't know his job very well. We test drove two different Foresters and he explained to me that with my financial situation & credit score, I would likely have a very high (15-20%) interest rate if I didn't have a co-signer. Two days later, after not being able to get back in touch with Drew, I spoke to the sales manager, Ed, who was there at my first visit and had actually run my credit score. I told him that I had made a decision and wanted to proceed on my own,. He told me to come down that evening even though he was leaving for the day and to meet with another "sales manager" and Carlos, their finance guy. After sitting for another hour and a half and finding out that the price Drew told me was not correct, Carlos came out and told me that he wouldn't be able to get me approved (even with a co-signer) and the only way I was going to be able to get a vehicle was to go to a "buy here, pay here" establishment. I was sick to my stomach, embarrassed and feeling awful. I talked to my friend and she told me to try Pride Hyundai. Not only was their customer service fantastic, I bought a 2013 Camry with only 20K miles and they got me a 9% rate (no co-signer). Better car selection, better pricing, service and overall experience. I will NEVER recommend Somerset Subaru, and will go out of my way to deter anyone I know from visiting them. I sent them an e-mail telling them how awful my experience was and they didn't even acknowledge it! They are a prime example of a horrible dealership. More

Upsell Service Department Brought my 2009 Forester in for oil leak due to broken camshaft seal. Since I was there I also had a annual Ma inspection completed. Service departmen Brought my 2009 Forester in for oil leak due to broken camshaft seal. Since I was there I also had a annual Ma inspection completed. Service department went ahead and installed 2 side marker light bulbs without my authorization. Final cost for 2 light bulbs $71 ( $6 for bulbs and $65 for labor). I never would have them do this since I have changed these bulbs in the past in less than 5 minutes and they only cost $4 at Autozone. I have left a message with Joe the service manager and hope to resolve this soon. Just be aware folks it takes them less than 5 minutes to install most light bulbs on a Subaru, but they will charge you $65 in labor. New car dealers make there money from service and parts department. By the way this is my second Subaru forester that has developed oil leaks after warranty expired. More

I have never been so insulted in my life I had bought my first Subaru from this dealership so I figured I would go back as it was local and I had received ok service the first time. Well i I had bought my first Subaru from this dealership so I figured I would go back as it was local and I had received ok service the first time. Well it was not the case the second time. The first car I was shown was the very top of the line which was impressive. So we went inside to talk numbers options ect. Well he came back after taking my info with a very different attitude. He gave me a payment figure which was a bit of a surprise but the shock did not happen until he brought me out to the car he was going to try to sell me. It had absolutely none of the things I mentioned I wanted. To my surprise the car was basic (stripped ) and my loan payments were going up. When I asked where the msrp discounts he said there weren't any and this was the best I was going to get. Now I had done tons of research and knew that was BS . His only answer to this was hey at least you will have a brand new car with a full warranty. Needless to say I left there angry. When I came home I wrote two email complaints to both sales managers and to my surprise I never heard a word back from anyone. If you are looking for a Subaru new or used I would advise you take the extra time and drive to Patriot Subaru of North Atleboro. You will be treated fairly and with respect. Sincerely Anne M Roderick More

A Great Service Center A dealership is never the least expensive place to get one's car serviced, but in the case of service at Somerset Subaru, you get what you pay for. Se A dealership is never the least expensive place to get one's car serviced, but in the case of service at Somerset Subaru, you get what you pay for. Service is always on time, the waiting area is pleasant without a television blaring, the WiFi is reliable, and the folks are helpful, friendly, and thorough. I have more confidence in my car because I have it serviced here. More

Bob Santos made buying a Subaru Impreza the best experience buying a car I've ever had. A pleasant experience. He really was great. Very informative. I can' made buying a Subaru Impreza the best experience buying a car I've ever had. A pleasant experience. He really was great. Very informative. I can't say enough about how actually present it was. More

Length of wait time. I wait an hour which I thought it was for put in air in one of the tires but when I went to find out what was the holdup I was told I had a nail in my I wait an hour which I thought it was for put in air in one of the tires but when I went to find out what was the holdup I was told I had a nail in my tire which gave me a satisfactory answer. I also found out because I have the extended warranty fixing the tire was free and I also found out the tires were covered for the the original tires and a new tire would a lower price. More

Sensor Replacement A few weeks ago, the dash light prompting windshield washer fluid replacement came on, but even after filling the chamber with washer fluid, the dash A few weeks ago, the dash light prompting windshield washer fluid replacement came on, but even after filling the chamber with washer fluid, the dash light remained on. When I brought my vehicle to the Somerset Subaru Dealership, it was determined that a new sensor was needed, so I was told that when the part came in, I would then be able to schedule a follow-up appointment. On Wednesday, September 3, 2014, the job was done--all under warranty, and all to my (customer) satisfaction. More