Sommer's Buick GMC Subaru

Frustration My first Subaru . . . a loaded Outback 3.6R Limited; I love it. My experience with Sommer’s, though, was frustrating and I am unlikely to go back. T My first Subaru . . . a loaded Outback 3.6R Limited; I love it. My experience with Sommer’s, though, was frustrating and I am unlikely to go back. The deal was fair and the feature demonstration at delivery was very good. My first contact was through the website “chat” feature. It was a good experience and encouraged me to drive down (43 miles) to pursue a deal. I did my homework (Edmunds, etc), test drove my friend’s 2015 3.6R (Sommers did not have a 6 cylinder available to demonstrate), applied for a Costco Discount, and showed up with a written list of exactly what I wanted including a deposit check for ordering a 2016. In short, I bought the car, Sommer’s just had to cut a reasonable deal and enter the order. Entering the dealership on July 2, 2015 for the first time I was greeted by a receptionist with a demeanor of cold efficiency. I would have preferred warm friendliness, but I like efficiency too. The person I had the appointment with was not available, and I was directed to meet with a young man who was very personable and friendly, but disorganized. The ordering process took about 1.5 hours, which I felt was excessive considering there was no selling involved on their part. The information I provided was entered into their system and presented for my review; it was incorrect and had to be re-entered (how can you miss stuff printed on a relatively short computer generated list). There were several interruptions during the process that contributed to the time spent; I didn’t seem to have their full attention. At the conclusion of the process, I was thanked by a couple of managers in a manner that was so brief, I couldn’t tell you who they were or what they do. It was an impersonal encounter and I suspect they do it because it is in their job description and doesn’t involve any kind of sincere appreciation. Based on what I had learned on the Internet, I was prepared to wait 8 – 12 weeks for delivery and received several emails from Subaru of America with updates and gift offers, but didn’t hear from Sommer’s again until August 28th when I was told the car was due to be delivered to the dealership on September 9th; 2 – 3 weeks ahead of SoA’s estimate. I was delighted. September 9th came and went and I heard nothing. On the afternoon of the 10th I requested a status update using their website chat. Yes the car was there and the salesperson would be contacting me regarding delivery. His call went to voice mail and he indicated he would be calling again on the evening of the 10th, or sometime on the 11th, but it would probably be after noon and probably not until evening and proceeded to tell me all the times that delivery would be inconvenient for him. Anxious to schedule a delivery appointment, I waited for the call that never came. On the 12th, I sent him an email and explained that I was extremely upset by his failure to call as promised. He apologized and said he ‘forgot’. Well, he also ‘forgot’ to call until prompted by me on Saturday. I had very limited availability in my schedule the following week and he was able to accommodate my request for delivery late Monday morning. The process concluded sometime around 1:00 pm, I took possession of the vehicle, had another insincere handshake from, I think, the sales manager and I left. During the delivery process, I presented a coupon from Subaru of America for a three year subscription to Starlink as a thank you for waiting. The service required activation by the dealer. I was assured by the Sommer’s salesperson that it had been activated, but it had not been. It took 2 ½ weeks and several contacts including an email to the sales manager after the salesperson stopped responding to me to get it activated. I took delivery on 9/14 and got a call at 9:20 pm on 9/30 to tell me that the three year subscription would be activated when I called Starlink with a credit card number. The delivery process is now complete. Given the frustration arranging delivery and getting Starlink working, Sommer’s service was facing an uphill battle to earn my business and confidence. On October 12th I sent an email to the service advisor I was introduced to during the delivery process asking him for an installed price on footwell lighting (now offered as a factory option). That was nine days ago . . . no response of any kind. I have since ordered it through another Subaru Dealer who seemed pretty happy to have my business. There was even a sincere handshake involved. Now I know Sommer’s customer reviews are overwhelmingly positive and occasionally someone falls through the cracks. I guess I’m the guy that fell through the crack this time. I don’t need to be made to feel important, but I resent being made to feel insignificant. More

Never Again Where to start? My husband and I were not treated with respect. We were made to feel like we were not good enough to purchase a vehicle from this deal Where to start? My husband and I were not treated with respect. We were made to feel like we were not good enough to purchase a vehicle from this dealer. We should have left, but I wanted the vehicle they had. BIG mistake. The paperwork had an extra $300 listed and had to be redone. I was left sitting in the waiting room for hours as they got the vehicle ready. We had agreed on a full tank of gas and I had to ask to speak to the manager twice before they filled the tank. I had to set up the sirius radio on my own. There were no floormats and it was missing an antenna. I had to purchase those on my own. The dealer didn't have a front license plate bracket and said they would order one. A month later, I called and they still didn't have it. If that wasn't enough, my certified vehicle ended up needing thousands of dollars of repairs just after the warranty expired. Awful experience. I will never go back. More