Sunset Hills Subaru - St Louis

NEVER SHOP HERE! SERIOUSLY, JUST GO SOMEWHERE ELSE TO SHOP. GO TO ANOTHER DEALERSHIP. If this is what happened to me, I can’t imagine anyone else having a good experience in any capacity. Although it is month GO TO ANOTHER DEALERSHIP. If this is what happened to me, I can’t imagine anyone else having a good experience in any capacity. Although it is months after my experience with this dealership now, I wrote this immediately after coming from the dealership, so keep in mind the story is fresh and accurate. I have been looking forward to test driving the STI for 2 years. First, we waited in the atrium for 10 minutes without anyone speaking to us as we made eye contact with the salesmen walking about (already have never been treated this badly in a dealership). 4 salesmen walked past us and said nothing to us (crazy). After that, one salesman said that someone would be with us shortly. 5 minutes after that (keep in mind nobody asked us what we were doing there) Mario came up to us. I told him I was interested test driving a WRX and an STI. He copied my license and said he would be right back, then disappeared (I never saw Mario again). 10 Minutes later (where did Mario go?) another person (Never gave us his name) asked us if we needed anything. I repeated that we were interested in test driving a WRX and an STI. He said okay and left. 5 minutes later he came back, and said he had to re-copy my license, and took us to drive a WRX (not in the limited trim as I had specified). At this point we had waited about 30 minutes. I drove the 3.3 miles the salesmen allowed me to drive. All the while commenting on the driving characteristics of the car and asked questions about year, and trim options (of which I was correct about all of it, for example: 2016 STI’s only have 2 trim levels). After we were parked I requested again to drive the STI and he said “my sales manager is not letting the STI out tonight” (what?). I asked why and he explained that since I wanted a black or gray car that I was not allowed to test drive the blue STI which still had the trim I wanted (I guess he didn’t want to sell a car). He said something to the affect that they are selling STIs to a certain type of person (as if I was not that type of person). I realize that many people want to test drive “performance” cars with no intent of purchasing them, but I find it ridiculous that a person seriously considering purchasing the car was not allowed to test drive it. I am not sure why they would not let me drive it, I guess I just didn’t want the right color and they didn’t want to make a sale. I have impeccable credit. I came with my wife. We were both dressed business casual. I am a working professional, and I can comfortably afford the Subaru STI in the highest trim with all of the options (and actually bought a competing car). None of that mattered. They were not “letting the STI out tonight.” Yes, I could have appealed to the sales manager, but really, nobody should have to waste more of their time arguing for the privilege to test drive a car. Pure insanity. Go to a different dealership. You will be happy knowing you didn’t go here. Also, I went to another local Subaru dealership and they let me drive their brand new blue STI, even though I preferred black or gray…frustrating. More

Ask for This Sales Rep: Mario Smith (Nov 2015) MARIO GETS 5 STARS for professionalism, patience, demeanor, knowledge of new Subarus (both 2015 and 2016 and their changes), functional differences MARIO GETS 5 STARS for professionalism, patience, demeanor, knowledge of new Subarus (both 2015 and 2016 and their changes), functional differences between AWD Subaru and Honda; also his candid honesty, and his ability to explain pros and cons of leasing (and tips how to get the best lease terms from the dealer finance person). We worked with him 2-3+ hours each day x 2 days, and he knew we were considering between a Legacy and a Honda Accord. The 2016 safety camera systems, lane departure warnings, and smart cruise control collision preventions in both are complicated but amazing (fyi - they also yield insurance savings for the owner, too). Mario was a great "teacher". When I had to make the call informing him we had decided on the Accord, he was as understanding as ever and wished us well with a "maybe next time." So we can't completely rate the dealership a 5 because we didn't close a deal; and know nothing of service. Its amenities were average, but inviting: a little older building in an established downtown, its lots a little crowded for space, but good amenities. Incidentally, we chose the Accord primarily because Subaru "packaging' of important accessories would force us to buy an unwanted sunroof-- not Mario's fault...but I hope corporate reads this,too. More

apparently they don't want to sell cars Saw a great legacy online. Called about purchasing. Made me wait three days before driving it because the owner’s wife had it. Come in on the third da Saw a great legacy online. Called about purchasing. Made me wait three days before driving it because the owner’s wife had it. Come in on the third day and guess what, the owners wife still had it and the sales dude had no clue when the owners wife would bring it back. So you know, only work with Webster Subaru if you want to jack around and not actually buy a car. Thanks owner’s wife, I'm still carless. More

Rude and very unhelpful !!! I have had to deal with this poor excuse for a service department on 3 occasions, 2 for things that were under warranty. They do want to cover items I have had to deal with this poor excuse for a service department on 3 occasions, 2 for things that were under warranty. They do want to cover items under warranty, I had to go some where else several miles from my home. I do not recommend this service center to anyone, which makes me question their whole operation. More

Very rude and changed the price on us!! My wife and I were purchasing through the Costco auto program which is supposed to be no-hassle pricing. I listed out all of our requested features i My wife and I were purchasing through the Costco auto program which is supposed to be no-hassle pricing. I listed out all of our requested features in email to Carl, our sales rep, and he quoted me back our price. Before purchasing the vehicle, we wanted to test drive it (as anyone would), only the vehicle with the features we requested was sitting in front of our local Costco as their display model. Carl made it VERY evident that it would be a pain in his rear for us to test drive the vehicle sitting in front of Costco. I suggested we test drive a similarly equipped model, however one was not available, so we pressed with the test drive of the "Costco" model. Right before test driving the vehicle, Carl changed the price stating he forgot to include several of our requested features on his original quote. He refused to work with us on the price change. When I told him I would be bringing this matter to Costco customer service, he stated very irately "do what you have to do!" and hung up the phone on us... The concept of a making a "deal" and sticking to it is lost on this dealership, and customer service is a very low priority. I highly recommend ANY other Subaru dealership in the St Louis area. More

we took our car in for some warranty work due to broken seat belt latch, various warning lights flashing and the navigation locking up to the point you have to turn the car off to reset the touch screen. t seat belt latch, various warning lights flashing and the navigation locking up to the point you have to turn the car off to reset the touch screen. the service lady, who was very nice, went through the typical procedure of getting my info. i explain the problems and off i went to watch some tube. a couple of hours later i walked up to the counter and asked for an update. i was told that they were done and discussed how they had to re-flash codes po128 and a14. i asked why and was told that they dint know. he looked at me again and said it just needed a re-flash??? ok. lol. i guess il have to wait on the seat buckle part, no biggie. now, the problems begin, the dreaded locking up of the nav discussion. i was told nothing was wrong with the nav and that they couldnt reconstruct the navi freezing ...so i asked for someone to come out so i can show them. he said fine but wasnt happy about it and mumbled something under his breath while flinging the service entry door open and walking all fast to the car and slams the door all disgruntled. i was kinda shocked and uncomfortable by how juvenile he was acting. i started the car and turned the navi on...sure enough, as i push a find button it locks up having to turn the car off. i said it worries me that you guys said you looked at the navi and couldnt reconstruct but soon as i get out there and push a button it freezes just like i said. again, he told me that they test drove it. the discussion was going nowhere and was finally sick of his attitude so i asked for his boss, which was the owner, and told him about how i wasnt happy with his employees acting like that toward a customer who simply was taking his car in to have warranty work. anyway, long story short , the owner said i dint explain the problem correctly and that caused miscommunication. he ended up threatening to kick me out for no reason. i told him if he acted like this that i dint want his dealership to work on my car. i smiled, shook his hand and left. this should of been an easy transaction...a simple wait and fix kind of thing but turned into something like car lot rescue episode! o ya, the mileage when i took it in was27278 and when i left was 27278! so this proves that they dint look at the navi correctly... for whatever reason. i will never go back and your experience will be dif, but all i can do is tell you my experience that i had. i wasnt really upset about not diagnosing the nav but how they acted unprofessional when confronted on it. i can see the worker acting unprofessional , but not the owner! now, for some of the things i did like to be fair. i did like how it was clean and seemed to be very busy. the sales manager guy was very nice when i talked to him and seemed to care. he stood up, greeted me with a smile and shook my hand asking me if i could be helped. i started telling him the problem and thats when the owner, joe, came in all defensive.(god i wish i would of had a spy camera!!!!) you guys would of pooped your pants. i guess the owner was having a bad day. i wouldnt recommend the service, but have no idea on buying or financing a vehicle. good luck! p.s.. i will be writing a letter to the BBB on how they did not perform the work as stated More

Not often does one have the opportunity to have every Not often does one have the opportunity to have every aspect of something go exactly right. I have to absolutely take my hat off to the Cost Not often does one have the opportunity to have every aspect of something go exactly right. I have to absolutely take my hat off to the Costco Car buying program and the Webster Groves Subaru dealership. Not only had the Costco Connection given us the dealerships within the program they could not have made a better choice than Webster Groves Subaru as one of their representatives. An after hours short visit to a dealership on our way home the previous day and a few telephone conversations with 2 local Subaru dealerships the decision was made to explore the Costco connection as a first choice and we are sure glad we did. Webster Groves Subaru could not have done a better job of allowing us the opportunity to view and decide which automobile would best suit our needs. Our Toyota Prius was an exceptionally good automobile and we were not sure if we wanted to let it go. After viewing several models, Carl our sales representative drove up in an Cypress Green Outback and that was it. One quick glance inside and the decision was made. This next words were “this is it” we did not even test drive it, we knew it when we saw it. Our previous experience and faith in the Subaru line of automobiles precluded a test drive, we knew we liked it and would be quite happy. It is hard to express how satisfied we are with our whole automobile purchase experience We cannot hardly wait to load up the Kayaks and head out west. We owe this satisfaction to the Costco Car buying program and the excellent personnel at Webster Groves Subaru. More

I actually have 3 bad experiences with this dealership but they are the only Subaru dealer close to me so I kept going back thinking it would change. WRONG! I saw a used Forester on their website and we but they are the only Subaru dealer close to me so I kept going back thinking it would change. WRONG! I saw a used Forester on their website and went by after work to look at it and most likely purchase. When I pulled up the salesman was already in his car pulling out of the lot. It was nearly a half hour before closing time. He rolled his window down and asked if he could help. I told him I was interested in buying a car. He parked and reluctantly went back in the dealership to retrieve the keys. We took an extremely short test drive since it was late. we got back and I was interested in at least holding the car until the next day. He brought out the sales folder and told me the car had been bought at that dealership and maintained there. It was single owner vehicle owned by a woman. I asked him if the timing belt had been changed specifically knowing the boxer motors need that done around 90k, this one had 120k. He said i am sure of it. The car was priced on the high end of blue book so I asked for any type of reduction based on it being used and had some slight body damage, mostly scratches in the paint, a cat scratch on the hood, scuffs on both bumpers and scratches in the rear hatch. They barely came down at all claiming the forester was in high demand and they had other people interested in it. Keep in mind this is the 4th vehicle I had shopped at this dealer ship for and 2 others were my mother and my friend at work who I brought to the dealership previously to buy their Subarus. Oh Yeah They never gave me my referral bonus, even for my moms new 09 Forester purchase... more shadiness. Anyhow, i reluctantly bought the car I came to see and immediately had some mechanical issues. the brakes were pulsating and there were rubbing noise coming from the rear suspension when turning and the rear struts or upper strut bushings were squeaking over every bump. They said the brakes were a wear part and not covered on used vehicles, the claimed the rubbing and squeaking was a heat shield rubbing on the rear drive shaft and claimed they reattached it. I pulled out of the dealer and the same strut squeak was there one left and one right onto the highway and it was still making the rubbing noise. I step on the brakes getting off at my exit and the wheel is shimmying like crazy. I am disgusted in my new subaru purchase. but hey its a used car and they rope doped me. I fixed the brakes myself, never could find any rub marks on the heat shield they claimed they fixed and I bought an entire new set up struts and springs for the car to be installed at a later date. Well i never got around to it because the timing belt they claimed was serviced broke and the valves hit the pistons and now it needs a new motor. the great thing is 5 months in I still owe 3 more years and the car is barely blue booking at what the motor will cost to fix. I feel sick to my stomach that I ever even bought this car from Webster Groves Subaru. Based on my other very bad experiences with sales, lack of follow through with new car sales, disrespect and lack of help from the service dept and now a catastrophic failure within my first 6 months of ownership... PLEASE SHOOT ME NOW! I WILL NEVER RETURN TO WEBSTER GROVES SUBARU OR RECOMMEND THEM FOR ANY SEVICE. More

My 2008 impreza needed a new cabin air filter because it has not been replaced in a while. I stopped by the dealership thinking that out of all parts stores they will have it. Customer service was good, I w has not been replaced in a while. I stopped by the dealership thinking that out of all parts stores they will have it. Customer service was good, I was greeted upon entry and had a good experience while inside the dealership. The down side of the experience? they sold me the wrong part. The filter that i was given is meant for outback not impreza. The filter sold to me by the dealer was too small and did not fit and upon further research i discovered it was meant for outback. Upon returning the filter i was charged 20% restocking fee even though it was a wrong part. I end up finding the wright part at NAPA for half the price. I do not recommend this dealership for parts at all. More

I went to this dealer with my brother looking for a car for our mother, particularly a used Trooper that was on their second lot (they have two about half a mile apart). We arrived about half hour before c for our mother, particularly a used Trooper that was on their second lot (they have two about half a mile apart). We arrived about half hour before close to the second lot. There was an older salesman in the office. He appeared to be just sitting there. Within moments of realizing that we might want help, he literally got up, walked outside to a car, got in, and drove off. I was astounded. I guess he assumed that anyone coming at that point in time wasn't a serious buyer. I was ready to leave after that, but my brother talked me into going to the main lot. A larger salesman came out to greet us. We told him we were interested in the Trooper. He went back inside and came out with a list of all the used cars on the lot. Ignoring our interest in the trooper, he promptly walked us to a low-milage used Subaru...that looked like it had been side-swiped by a garbage truck. I'm talking several thousand dollars in body damage to the rear bumper, quarter panel, and door. I just looked at my brother in disbelief, and was again ready to blow this place off, but my brother remained collected. He suggested to the salesman that we proceed to the Trooper, but the salesman said it was closing time. I looked at my watch and it was 15 minutes before their listed closing time. Granted, 15 minutes is not time enough to buy a car, but it is time enough to smell, test-drive, and consider a car. (30 minutes is even more time to do those things, but that option was ruined by the first salesman.) He asked when we could come back. I walked away and I'm not sure what my brother said. Obviously, we bought from a different dealer. For being a small dealer in a nice neighborhood selling a car brand that typically appeals to loyalists, I'm surprised at the poor quality of salesmen Webster Groves Subaru employs. Very disappointing. More