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Twin City Subaru
Berlin, VT
479 Reviews
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479 Reviews of Twin City Subaru
December 10, 2024
My experience with 802 Subaru/Twin City Subaru, has been extremely disappointing and alarming. The dealership has engaged in warranty fraud and negligence that has endangered my safety. This goes beyond poo extremely disappointing and alarming. The dealership has engaged in warranty fraud and negligence that has endangered my safety. This goes beyond poor customer service—it is unethical and unsafe. Here’s what happened: 1. Warranty Non-Disclosure: 802 Subaru failed my safety inspection and quoted me ~$2,600 to repair a defective exhaust system without disclosing the part was still covered under my emissions warranty. 2. Wasted Time and Oversight: After confirming with their staff that the part was indeed covered, I scheduled an appointment for the repair. However, they failed to order the required parts, causing me to waste over half a day’s wages and drive an unnecessary 70 miles in my unsafe defective vehicle. They didn’t even apologize for their oversight, but were happy to provide yet another quote for $1,330 in repairs which included repairing a warrantied part. 3. Deceptive Practices: After I involved the State consumer protection agency, 802 Subaru altered the description of the part on a new quote, changing it from a warrantied part to a non-warrantied part description. 4. Omission of Key Information: They mislead the State agency by entirely omitting the part in question from communications to avoid honoring my warranty. 5. Extortion Attempt: They attempted to extort $730 for non-warranty parts by withholding a promised $5,000+ warranty repair. 6. Proposal of Non-Genuine Parts: They propose using a non-genuine part, which both my warranty and the manufacturer (SOA) confirmed could void my warranty coverage. 7. Withdrawal of Services: 802 Subaru withdrew their repair quote (which had no expiration date) because I didn’t want their non-warranty services and attempted to have me sign an affidavit they would not draft until I agreed to pay their charges. This was a blatant attempt to force me to waive my rights and protect themselves from their own negligence. Now they’re refusing to service my vehicle at all, despite 5 years remaining on my warranty. 8. Unsafe Negligence: Due to their actions, my vehicle remains unsafe to drive because of a warrantied defective part, endangering not only me but also my passengers and family. 9. Repeated Fraudulent Behavior: This isn’t the first time 802 Subaru has attempted warranty fraud. Previously, they tried to charge me for a new brake caliper—clearly covered under warranty—because a non-warrantied brake pad wore out due to the seized caliper. Only after I escalated the issue to the sales manager did they reluctantly complete the warranty repair without charge. This level of dishonesty, negligence, and blatant disregard for customer safety is completely unacceptable. I even copied the owner to provide an opportunity to address and resolve the situation, but he said nothing and failed to offer even a basic apology for their conduct. This same lack of accountability was also displayed by their general manager as well, who never so much as commented on my situation. I have filed formal complaints with Subaru of America, the State Attorney General, FTC, and Automotive Consumer Action Program (AutoCAP) and will be pursuing further action. If you value your safety, time, and peace of mind, I strongly urge you to avoid 802 Subaru. There are many honest dealerships—this is not one of them. More
by todd
Employees Worked With
Simon Teece
January 31, 2023
After experiencing utter disinterest from another local Subaru dealership, I made the trek to Twin City Subaru. I was met by a very pleasant salesperson (Stefan) who was attentive, communicative and court Subaru dealership, I made the trek to Twin City Subaru. I was met by a very pleasant salesperson (Stefan) who was attentive, communicative and courteous. Subaru Crosstreks are in demand and I understand the waiting period for a vehicle-in-transit to arrive and be prepped...this isn't my first time buying a car... Stefan kept me informed during this process. When my car was delivered and prepped, he informed me when it was ready. I've purchased several new cars in my lifetime. and this was the easiest and most straightforward experience I've had. Again? Anytime! More
by D-No
Employees Worked With
Stefan Davis
January 29, 2023
I knew I was looking for a new Crosstrek when I walked in. My salesman, Frankie, was great- unfortunately, by the time my car came in the next month, he wasn't there any more. Dylan took over and was help in. My salesman, Frankie, was great- unfortunately, by the time my car came in the next month, he wasn't there any more. Dylan took over and was helpful, but there was a period of several days when I wasn't getting replies to emails. Once I got Desmond's email, though, it was quickly sorted out. Overall, I'm quite happy with my purchase. More
by James and Meredith
Employees Worked With
Frankie, Desmond Culcleasure, Bryan Chenvert, Dylan Otis
November 07, 2022
Horrible experience. ..high pressure sales tactics, low ball offer for a pristine vehicle trade, was talked down to by the Sales Manager Bryan. Some comments made: "we w ..high pressure sales tactics, low ball offer for a pristine vehicle trade, was talked down to by the Sales Manager Bryan. Some comments made: "we will never be able to sell your Jeep", "people aren't looking to by a Jeep in the winter", "the KBB offer doesn't mean anything, this number is what I think I can sell it for", "this is a today only offer", "your value is low because of its age"...never have I felt so abused by a dealership...sadly I used to be a Subaru owner, but the dealership has certainly gone downhill in the past few years. I was thoroughly disappointed with how I was treated by Bryan and Tony. They made me feel like they were doing me a favor taking my vehicle and putting me into a sub-par new vehicle, the Forester is like a tin can compared to a Rubicon! I went to a different dealership in the area and they treated me so well, drove out with a new car I am over the moon with! More
by Larae_L
Employees Worked With
Tony Fletcher, Bryan Chenvert
November 06, 2022
Will never go to this dealership again! Saw a pretty nice car that I wanted to take to my mechanic get it looked over. They did not want me to take it to him because wasnt a business, which Saw a pretty nice car that I wanted to take to my mechanic get it looked over. They did not want me to take it to him because wasnt a business, which I understand for insurance reasons- called a friend at another dealership and asked if they could fit me in for a look at the car, they said yes. Went back inside to tell them where i was gonna take the car and they said "no you cant take it their! I will not allow my car to go to that shop" you can call these 3 other dealerships- all of them were 802 shops! With the sales person they wanted me to commit $1000 that I would not get back if I didn't get approved or my mechanic found something wrong with it. 2017 Subaru Legacy 2.5i Premium, color was red. I dont know if they are hiding something or not but I would suggest to stay away! overall I rate them 1 out of 5 stars had plenty of cars their for sale but no one was friendly! More
by icprocks2
Employees Worked With
Jim Glassford, Desmond Culcleasure
August 11, 2022
I dropped my car off on Saturday 8/6 for inspection pick up for my car was delayed three times. When I called to check the status on Monday it was a small issue of whether I wanted an aftermarket wheel bear up for my car was delayed three times. When I called to check the status on Monday it was a small issue of whether I wanted an aftermarket wheel bearing put in. Then later that day I was surprised to get a call saying the warranty on my car no longer covered anything due to mileage after being told it would cover everything but the brakes and oil change. Which I had to remind Clara about the oil change multiple times. Clara asked if I just wanted done what was needed for inspection. I asked what the total of fixing everything would be including the things that didn’t fail but were not in the best shape and she said 1200 roughly but that’s before taxes and I do have a coupon for the wheel bearing. I bit the bullet and said fix everything. When I called Tuesday morning to make sure there were no other issues Brenda answered the phone and she was a real delight. In fact, she just asked me to call back the next day because Clara wasn’t in. Which okay but I need to know about my car today because I am supposed to pick it up Wednesday morning. Which even after saying I work nights, they expected me to pick it up at 2pm. I called Wednesday morning spoke with Brenda again because Clara was still out. The car was on the lift and should be done by noon. I had a funeral to attend and work to get to that night noon was not a good time. I asked if I could just pick the car up Thursday morning. Brenda seemed to feel this was a personal but still got clearance from her supervisor. I got to Twin City Thursday morning to pick up the SUV. Clara was in and the lobby was full. Clara happened to be the one available to help me and upon seeing me goes “Oh, let me check and make sure your oil change is done” which translated into I never added it to the paperwork and now that I am seeing you I remember. According to Clara, “They’re waiting on a filter and it should be here around noon you can keep the loaner for the night and come back tomorrow or stop in later”. I am just annoyed and over everything I just want my car. She was going over the final cost of everything and it came in less than expected at 900ish. She showed me the discount on the wheel bearing and while it wasn’t a lot, I really appreciate any savings. Amongst all this she said, “I also added a quote for the other parts as well”. To which I was confused and said, “Wait did you only do the brakes?” she said, “No no we did more.” By more she meant they did the wheel bearing. They did not do the extras I requested get done, that THEY said were going bad. When I voiced this, she said, “Oh, I didn’t know when you said do everything you meant that too. If I had known I would have told you it’s a waste of your money and just comeback in 6 months to get them fixed, then”. I get things occur and part delivery isn’t with in their control. I get it that the mileage on my car is not in their control either. You know what is? Checking to make sure there’s a warranty still, adding the oil change to the paperwork, doing all the work that was asked, not just asking someone to call back the next day because you don’t want to deal with the situation, respecting my time as a person, especially after I made my difficult schedule clear. I did not go to the dealership on a Saturday because it’s fun I went because it’s my only time off. It is not your choice to make whether it is a waste of my money to have everything fixed on my car. I am allowed to have plans and Since Saturday 8/6 life has been on hold waiting to see when my car would be done so I could try and make time to pick it up. Done on Monday like originally stated? Nope. How about Tuesday like stated? Nope. Ready by Wednesday morning? Nope. How about I pick it up Thursday morning instead? Did you want all the work done to your car you asked for? Too bad. Then on the service paperwork that recaps everything done, in the note section it says, “Small oil leak right side of the motor have checked at next oil change”. More
by mhurlburt1990
Employees Worked With
Clara, Brenda
February 14, 2022
Waldo was great to work with. We ordered a new 2022 Forester, traded our 2019. He was very patient and thorough as we went through the negotiation. process. We ordered in Oct, We ordered a new 2022 Forester, traded our 2019. He was very patient and thorough as we went through the negotiation. process. We ordered in Oct, he said it would arrive in January and it did! We love it. Waldo spent time explaining all the features in the car and helped me with the settings. He is always very responsive via email or text. It makes the whole car purchasing process much nicer when you have confidence in your salesman and he treats you with respect. The dealership was very nice to work with. It felt Covid safe with masks and cleanliness. I highly recommend Waldo as your salesman More
by Megrob17
Employees Worked With
John. Waldo Stephen
January 19, 2022
Amazing experience, especially in these covid times! Jim Glassford was extremely knowledgeable and experienced in guiding us through the lease of our new crosstrek. He couldn't have been nicer, was very p Glassford was extremely knowledgeable and experienced in guiding us through the lease of our new crosstrek. He couldn't have been nicer, was very personable and professional. When our lease is up in three years we'll be back to lease another!! More
by Beckyloveslife2
Employees Worked With
Jim Glassford
December 23, 2021
Fantastic experience with 99% done over the phone in a very professional and time efficient manner. Sales Manager Bryan Chenvert explained everything very clearly. It's my 7th Subaru from Twin City's top very professional and time efficient manner. Sales Manager Bryan Chenvert explained everything very clearly. It's my 7th Subaru from Twin City's top guy Jim Glassford. Jim's been there for 25+ years and knows how to provide top notch customer service. My experiences there with Service (Dan Royea) have also been great. Highly recommend you buy and service from this dealer. More
by John H
Employees Worked With
Jim Glassford, Bryan Chenvert, Dan Royea
September 25, 2021
This is the best car dealership I’ve ever worked with. The Service Dept is amazing, and the Service desk crew(Dan Royea and crew) is helpful, knowledgeable, and kind. The Service Dept is amazing, and the Service desk crew(Dan Royea and crew) is helpful, knowledgeable, and kind. More
by mountainmojokitty
Employees Worked With
Dan Royea
