Bill Kolb Jr. Subaru

[UPDATE] Since the time this review was originally [UPDATE] Since the time this review was originally written a lot has happened and I am now a proud owner of a new Subaru. Maryann Kolb personally r [UPDATE] Since the time this review was originally written a lot has happened and I am now a proud owner of a new Subaru. Maryann Kolb personally reached out to me after reading this review and insisted on making everything right. Since the visit mentioned below I can honestly say I've had nothing but a pleasant experience with the family, and I use this word intentionally because they really do act like a tight knit family when it comes to the customer, at Bill Kolb Jr Subaru. Sam and I stayed in close contact the following weeks and I was finally able to pick up my car yesterday. It was perfect and exactly what I had asked for. The whole process was a breeze and Sam expertly guided me through the paperwork, answering every question I had and making sure I was comfortable and understood everything. He personally inspected the car with me and although the All Weather Mats were missing at first he quickly confirmed they were part of the order and personally made sure I got them. Sam is a truly professional and welcoming salesman. I was even greeted and thanked by the owner Bill Kolb Jr. who was very reassuring and amiable. We had a chat about support local businesses and I am glad to be supporting his efforts as he is bringing a level of professionalism and care with the perfect touch of genuine concern for that customer that is a very welcome change from what you would expect from most car dealerships. He strives to create a family and I believe he's succeeded greatly in this at Bill Kolb Jr. Subaru. In the end everything turned out wonderfully. I have a great new car and the comfort of knowing I have a dealership who cares and serves the customer in a genuine manner. --------------------------------------------------------------------------------- 1I've been in the market for a new car for a couple of weeks now and I've done a lot of shopping around through the internet as well as local dealerships. My goal was to buy a new car from a local dealership. Fairly simple I suppose. Maybe it was a case of communication gone awry but after a few visits and one experience with a certain seemingly infamous employee I was utterly turned off from purchasing a car. I had been dealing with Sam from the beginning and he is a pleasant fellow for the most part. Very upfront and honest if a little self assured, but hey he's a car salesman it's part of the package. I made clear my intentions to purchase a new car and he made sure to make me aware of the master cylinder recall that was affecting new models. I accepted this and made clear (at least I thought I made myself clear) that time was not an issue and that I'd prefer a car that was manufactured after the 4 week period of production affecting the master cylinder. Time was not an issue for me. I did not mind waiting if that was the case. I simply wanted the peace of mind that comes with owning a brand new car in perfect condition. This is where things begin to break down in a way I could not have anticipated. After being told by Sam they did not have the car I wanted I was simply going to cancel my deposit through the credit card company. Mike interjected and said why don't I come down to the dealership and handle this in a civilized manner. I was floored for him to even insinuate that I was being uncivil. I did not say this threateningly it was simply a statement. This left a bad taste in mouth. Shortly after Sam calls me and tells me that you will have your car this week. I took the pin number and did some research to find that this car was one of the ones being recalled. So I decided to go to the dealership and work this out with Sam. I walk in and was pleasantly greeted by Sam and the other salesmen. He was busy with a customer so I decided to wait. In that time I headed to the front desk and began speaking with Mike. This is where things became intolerable. His tone was unacceptable for someone speaking to a customer. He was condescending and rude and made light of my issue with the recall. He then proceeded to tell me that he doesn't need my money and that he had "10 other people who want to buy this car" and that if I wasn't going to buy it that he didn't need my business. Alright so that was rude enough on it's own he then proceeded to mockingly tell me that since I knew so much about Subarus that I could go out and find one myself. He made it clear to me that he had no respect for the customer. I work in sales and I would NEVER speak to a customer this way. Adding insult to injury he also gave me incorrect information claiming that it would take about 2 weeks to even get the part to replace in the car. I stepped away from Mike to be greeted by Stuart who was a pleasure to deal with. A calm honest man who took me outside to view the car and discuss my concerns. I appreciated his effort and the genuine concern he had for my issue. He assuaged my displeasure to some degree, but having had the previous (mis)information from Mike I was still not settled on buying the car. After coming inside and eventually meeting with Sam things seemed to be going nowhere fast. He didn't share my concern over the recall and tried to make clear to me that it was a voluntary recall and nothing major to worry about. We continued a back and forth that resulted in a complete breakdown of communication. It was only when he made clear to me that they had the parts and were simply prioritizing which car got the replacement part by which car was picked up first did I realize how speaking to Mike led to this gargantuan headache and waste of time. I was settled on buying this car before I had come in. Hearing what I heard from Mike gave me a completely different view of the situation which I did not like and made me unsure of going through with the purchase. I realize that if we had simply talked to Sam or even Stuart from the beginning it would have been a done deal. I'm still on the fence as I write this and I'm going to personally speak with Sam soon. He reassured me for the most part and acknowledged the miscommunication which is more than I could ever say for Mike. The whole experience should not have played out like this. Buying a car is a huge investment and when you deal with a dealership you should feel that you forming a solid relationship. I do feel that the potential for a good relationship is here, but my personal experience left me wary. More

I went to the dealer just to look for a car after an accident that totaled my car. I was just expecting to look but we ended up finding the exact car that I wanted and purchased it that day. My sales accident that totaled my car. I was just expecting to look but we ended up finding the exact car that I wanted and purchased it that day. My sales consultant, Stuart, was amazing and really helped me to figure out all of the logistics of the deal. The process was quick and easy, and I feel like I purchased a car that is safe and am backed by the support of a reputable dealer! I will most certainly go back to Bill Kolb Jr. Subaru and would tell anyone to get a car from them. More

Edit: Upon placing my review on here, I was contacted by Chris followed by Maryann. Both of them have displayed a true concern regarding my unfortunate experience. After exchanging a couple of phone calls Chris followed by Maryann. Both of them have displayed a true concern regarding my unfortunate experience. After exchanging a couple of phone calls, I stopped back in at the dealership. I was greeted and treated fairly by Chris and Maryann. Both of them were very pleasant and professional to deal with. They have done me right by making up for the first experience I had with the other employees. HORRIBLE! HORRIBLE! HORRIBLE! And this is me being the nicest I can be to describe this place. Let me break down my unfortunate experience with Bill Kolb Jr. Subaru. First of all, this is my first subaru, I ended up purchasing my vehicle from them left with a VERY BITTER taste. NOT HAPPY at all. I called Bill Kolb and spoke with Ross initially. Told him the car and specs I was looking for, including the price. He told me he had the car in stock and he can definitely sell it at my asking price. Now, I've been calling dealers and gotten quotes previously and thats how I got my price. Before making my trip, I spoke with Mike, the manager. VERY AGGRESSIVE AND COCKY. Not a good trait to have when your dealing with customers. Tries to give me a lesson by telling me that I need to stop in the dealership and that's how deals are made. Now, I've purchased a few cars before and helped pretty much most of my friends when purchasing a vehicle. I've always called or emailed and gotten a quote and inventory. I mean come on, it's 2011!!! Use technology and save time and money! For me to stop into all the dealerships I've called, it would take up too much of my time. And simultaneously, I made a deal for my fathers car over the phone and email. I go in and Mike does not honor the price that was given to me by HIM AND ROSS. Typical dealership bait and switch. Either way, we agreed on the price that was originally given to me by Ross and Mike. However, one of the options was not included. So, ultimately I didn't get the deal they quoted me over the phone. They said the car was at a port in Boston and it would take a few days to have the car in their lot. So, I wait and I was NOT in a rush as I have other vehicles to drive. I get a phone call from Mike the following Tuesday and he tells me that car will be ready for pick up on Wednesday. He said sometime in the afternoon, but was not specific. So I clear my schedule for the afternoon that day. It's past 12, 1, 2, 3, o'clock and I don't get a call. I call Ross and Mike and they said sometime soon, they will call me back. I still get no call back and I give them a call around 5PM. And Ross goes, tells me that it would take a few days to get the car in and tells me to be patient. REALLY??? Wow, initially I was just mind boggled. They called me and told me the car would be there THAT DAY and I'm treated as if im some anxious kid wanting the car impatiently. Either way, I brush it off and pick up the car that Friday the same week. Now, this is where it gets disgusting. I pick up the car, all paper work done and get in the car and I see 169 MILES on the car. At first I thought it was 16.9 miles. I've never purhcased a car that had more than 20 miles on it! This isn't my first car that I've bought and My father and I just picked up his brand new car and it had 8 miles on it. I question the high mileage to Mike and Ross and they tell me that is normal and there's nothing wrong with it. At first, they said the car will be delivered from boston port to their dealership. Now, what does a customer think when they are told that? Obviously, I thought the car was being shipped on a truck. But no, as Mike explained it was shipped by truck from boston to a dealership in Albany and then driven from Albany to their lot. To me that is a used car. And the attitude of Mike and Ross was, we have your money and you signed your papers, so whatever. They try to explain that there is nothing wrong with this and the car is great and blah blah blah. My car is a manual gearbox and for having someone drive it for 169 miles and I don't know if the car was beat on or whatever. Properly broken in or taken for a joy ride. Trying to deal with Mike is just pathetic. He thinks he knows everything and makes senseless things up just so he can make an excuse. Please, I'm not illiterate when it comes to cars. Since then, I didn't want to deal with Ross and Mike any much longer. So, I've contacted subarau of america and a supervisor has been notifed. The supervisor and I are keeping in touch and I'm updating them with the incident. They have recompensated me appropriately. I know this is along review but it doesn't end here. My car came with a license plate bracket which I DID NOT WANT, but had to take it with the car. Now, this past Sunday as I was driving out of a parking lot the bracket FELL OFF the car. Fortunately, my friend was driving behind me and honked and signaled for me to pull over. I inspect it and this is really what gets me. The bracket was held onto the front bumper using DOUBLE SIDED TAPE. This is truly pathetic. Double sided tape? WOW, I have no words to describe this really. The bumper already has 2 rectangular holes that uses a clip/bracket to hold the license plate bracket in place. This was not utilized at all. And once Ross installed the licence plate, he ended up drilling INTO the bumper but only the tip of the screw drilled in so, the screw did that hold the plate securly onto the bumper. With great hesitation, I called Ross and let me him about this situation. He's reply was "well, we didn't put that bracket on". Very responsible he is. And When I told him that he drilled 2 holes that was no necessary he's reply was "well, we do that with all the cars". Then he rushed me to speak with a service manager regarding this. This is pathetic. I've never dealt with such people and I question how this place stays in business. I'm considering whether or not I want to waste my time by stopping in their to show them the bracket and the damaged bumper. I already let subaru of america know of this as well. I shall see how this plays out, but not very enthused about dealing with them. NEVER DOING BUSINESS WITH THIS PLACE AGAIN! More

Our experience with Bill Kolb started off horrible but upon hearing about our experience, the president, Maryann Kolb, contacted me almost immediately and made it her personal business to understand the i upon hearing about our experience, the president, Maryann Kolb, contacted me almost immediately and made it her personal business to understand the issue and try to make us happy. This in itself, speaks very highly of the owners and how they would like to run their business. Because Maryann seemed to be genuinely concerned and apologetic of what happened and promised to deal with the issue, we did end up buying our first Subaru from Bill Kolb Jr. Round 2 of trying to buy a Subaru from the dealership, after Maryann got involved, was pleasant and is what I expect when buying a car...details follow. Thinking back at it, I believe Bill Kolb Jr. may be a good dealership if you get to deal with the right people. Maryann, the president, and Bob, our sales person, were great and had we only dealt with them, we would rate the dealership high. Unfortunately, the dealership had a sales manager, Mike P., that in my opinion, should not have contact with customers. I had to deal with him on my first visit to the dealership and again when we were ready to take ownership of a car. He is the reason my husband and I walked out of the dealership without a Subaru initially. This has really left an impression on me and is still what comes to my mind when I think of my first Subaru experience...we normally only buy Hondas. The fact that Maryann contacted me immediately after hearing about what happened will probably lead me to return back to the dealership if I want another Subaru but I will only deal with Maryann or Bob if I do return. What happened: When we initially arrived at the dealership, we were greeted by Bob, our salesman, whom my husband had spoken to previously on the phone. He was a very nice and pleasant person to work with. Once we got into prices though, Bob called over Mike Poznanski, who was the sales manager on the foor. As soon as we started talking to him, we lost interest in buying from Bill Kolb Jr. Mike was very unprofessional, extremely sarcastic, and inexcusably demeaning in his comments. Because of his comments and attitude, my husband and I walked away from the dealership and made plans to look elsewhere. Mike seemed to feel that he was the only one that knew anything and could treat people (customers included) any way he wanted, which in my opinion, is an unacceptable business practice. My husband and I are both engineers in the corporate world, very professional, and respectful regardless of who the person is...why Mike felt he had a right to be condescending is beyond me and will not be accepted. After this experience, I had sworn to myself that I'm not going to buy a car from this dealership but a day or so later Bob called me, ready to match a deal that I was pursuing and very close to giving a deposit for. Since the other dealership was at least half an hour away and Bill Kolb Jr's was so close, my husband and I agreed on the deal and gave Bob our credit card number over the phone to put a down payment on the car. We didn't think we would have to deal with Mike Poznanski again since the deal was agreed upon. We went in on Saturday, Oct. 8th to fill out the initial paperwork and sit down with the Finance person to go over the extended warranty. We were told that that the Trunk Spoiler needs to be ordered and installed so the car would be ready today, Oct. 12th (Wednesday). My husband and the Finace person, Paul, negotiated the extended warranty price over the phone and we decided to get the extended warranty. We went in today to give the final payment, sign the remaining paperwork, and pick up the car. There were some questions as to why the warranty price we were getting charged was higher than agreed upon over the phone (apparently, on the phone, it wasn't mentioned that tax was not included in the agreed upon price and would be extra). We agreed to pay the additional tax and had nearly completed the deal with Bob...signed all the paperwork for the car and extended warranty, gave the payment, had the keys, had our license plate put on the new Subaru, etc. but then Mike felt that he had to challenge us as to where we got the better warranty deal, etc. We have 2 little kids (just turned 3 and 1) and wanted to finish up as quick as possible seeing as to how it was already 6:30 and they still needed to be fed, bathed, and put to sleep by 8. My husband told Mike there are plenty of places that were willing to do it (that he already contacted) and that he didn't want to be bothered by him right now. Mike then became confrontational and started with his demeaning and sarcastic comments. To us, this was unacceptable! We were paying a lot of hard earned money for this type of customer service?!?!?!...not to mention how much we had to rush to get the kids and make it to the dealership by 6?!?! We ended up voiding the whole deal and walking away from the dealership without the car. Thinking about our ordeal with Mike Poznanski infuriates me. There was no reason for Mike to say ANYTHING to us today. The only people we needed to deal with was Bob and the Finance person (for a minute). The deal was pretty much done but Mike felt he had to show his authority in some way. I work in a professional environent all day long and, honestly, Mike does not intimidate me in any way. We were there to buy a car and not to compete with anyone. Having people like Mike, with such a big ego issue, managing or supervising any aspect that deals with customers is detrimental to the company. People like that only bring down the team spirit and especially drive away customers. After my initial post to this site : Maryann contact me almost immediately after reading about my experience. She was genuinely concerned and wanted to know exactly what happened. From speaking to her, I know that Maryann and her husband really do want people who walk into their dealership to walk away happy. I just hope that they really think about who they appoint as managers in the future because these people are a representation of them. Had I not had a horrible experience dealing with Mike P., I probably would have been very happy with the dealership. But given my experience, I am happy about the ending, although Mike P. has left me with a real sour memory. More

I purchased my Subaru from Bill Kolb and have had it serviced with them for the past 3 years. Recently the integrity of the service department has come into question for me. I took my car in for a 60, serviced with them for the past 3 years. Recently the integrity of the service department has come into question for me. I took my car in for a 60,000 mile maintenance. I called ahead to receive a price check on the maintenance because of my previous visit. I'll speak about that visit in a moment. The price I was given was $598.62 plus tax. Upon dropping the car off, Cheryl offers to write up my ticket and shows me in the computer the price will be $709. I said to her, how can that be since I called ahead and the price quoted to me was $598.62. She proceeded to tell me,Oh sorry, that was with the tax included. I did not say anything. I realized if that was the case, tax would have approximately been 18%. I did not find this to be very professional at all, especially since I have been a loyal customer for the past 3 years. The bill was being padded at my expense. My previous visit I had a similar incident when having my brakes pads changed. I was quoted a price for approximately $325 for a set of brakes. Later I hear someone else offered a set of brakes at the same price. The individual says they can't afford it. So, this person was offered their brakes at a price of $280 per set. I can't really afford my brakes at $325 either but no one offered me that price. I asked my service advisor (Nicole)and told her the other customer being offered a set of brakes for a lower price and why can't I receive that price. She appeared to be caught off guard and without hesitation she said, I could do that for you. Wow, just like that. Where was that price initially? What's the price Bill Kolb? Why is there no consistent pricing structure at the dealership? Is this the culture being promoted at the dealership? If so, I don't want any part of it. I am strongly considering taking my business elsewhere and recommending the same to my family and friends who own a Subaru. The only silver lining was Greg, a service advisor, who has always been helpful. I would only consider working with Greg directly in the future. More

I bought a 2010 legacy which i am very happy with. i had to go back in a few times for problems but service fixed them. i personally never owned a subaru before and now that i got one i love. thanks bill to go back in a few times for problems but service fixed them. i personally never owned a subaru before and now that i got one i love. thanks bill kolb More

I had not purchased a car for 13 years and 13 years ago it was not a pleasant experience. My heart was set on a subaru but i was leary of salesmen and car dealers. I have to say from the moment I sat down it was not a pleasant experience. My heart was set on a subaru but i was leary of salesmen and car dealers. I have to say from the moment I sat down with sam it was clear this was going to be different. He explained everything in detail and had so much patience with me. I never once felt as if i was being presured. when I came in to pick up my car Rick took me out on the road so i can experience all the new features and made sure i was confident before leaving. If you are thinking of purchasing a subaru then Bill Kolb Jr. is a dealer you should check out. More

Although I have never actually visited this dealer I felt it neccesary to post a review of my experience dealing with this dealer. I came across an ad on autotrader for a 1994 ford f150 xlt with leather,navi it neccesary to post a review of my experience dealing with this dealer. I came across an ad on autotrader for a 1994 ford f150 xlt with leather,navi,and moonroof. When I looked at the photos it did not look like an f150 but an 2007 0r later ford explorer sport trac. in the photos was a photo of the ford sync system (which didn't come out until 2007). I went to the dealers website to see if maybe autotrader had made a mistake with the photos, but the same photos were listed there as well.the next day i contacted the dealership to inquire about the vehicle and to verify that the vehicle in the photos were the actual one. I spoke with Jerry (not sure of last name).I asked him about the vehicle and told him my concerns about the photos.Jerry had told me that the photos were correct and he actually saw the vehicle. I also told him of my credit situation and was told that I called the right place and they would be able to get me out of my vehicle and into the one i was interested in. I made arraingements to see the vehicle (i live about 1 1/2 hours from the dealer but was going to be in the area). The next day ater i got home from work i went to the dealer website to look at the vehicle and was shocked to see the photoswere changed. The photos were of a ford f150 but the description was still the same. the f150 did not have navi leather, or a sunroof.at this point i felt i was being baited and switched. the day I was suppose to see the vehicle I called jerry and told him that i was not coming, he ask why. I Told jerry why and told me that there was a mistake and that it didn't matter anyway because he ran some numbers and wouldn't be able to help me anyway. fortunately i have printed copies of all the ads from dealer as well as autotrader. after a day or two of being angry i wrote to the president of the dealership. to this day almost a week after all this started i have had no response from anyone in the dealers orginization and the wrong descriptions are still posted on their website as well as autotrader.I have contacted the state attorney generals office as well as the better business buereu and am fowarding copies of all the ads. More

A no hassle used Sabaru dealer, the price quoted is a good value and does not need haggling. Sales staff are salaried, not commissioned. They do not sell cars that do not meet their 125+ point certific good value and does not need haggling. Sales staff are salaried, not commissioned. They do not sell cars that do not meet their 125+ point certification check list. During road test a sound was heard at the rear of the vehicle. Dealer replaced one of the rear bearings. Bought from them after seeing 4 other dealers in the area who wanted more money for older cars that were not in as good condition. Throughout the sales and delivery process, Aaron was always very pleasant and helpful. When we went to pick up the car he took the time to show us what the car's features were and how they worked. More

This is the best Subaru dealership in the tri-state area, with an exceptional staff that sees to it that each and every customer is pleased with their purchase. I would not go anywhere else to buy or lease a with an exceptional staff that sees to it that each and every customer is pleased with their purchase. I would not go anywhere else to buy or lease a Subaru! Ask for Sam Texler - he is the best salesperson in the dealership. More