Suburban Subaru

Visited the dealership on New Year's Eve looking to buy a Outback. Talked with Don the salesman, who was kind and informative. We decided to move forward to talking numbers after I selected the car I wante Outback. Talked with Don the salesman, who was kind and informative. We decided to move forward to talking numbers after I selected the car I wanted to purchase, and when I presented him with an email from another Subaru dealership showing the same model car for less money, we came to a deal that Suburban Subaru would match the price. We shook hands and he was going to get the ball rolling. I told my two boys that Daddy was getting the car that he loved, and everyone was excited. However, Issac, the sales manager, who has been doing this for 20 years (he constantly mentioned that), told me that they could not honor the deal and that Don never actually told me the deal was done. This was embarrassing, infuriating, and dishonest. This sales manager, in front of my children, was saying, not in so many words, that I was lying and I never reached a deal with Don because he does not have the authority to do that. Meanwhile, I am looking at the desk where the deal was done, and see an award that states"Salesman of the Year." Under my limited experience, I feel when a salesman reaches a deal with a customer, even if the salesman does not have the authority to do so, the company he works for should honor the deal. This was the worst negotiating experience of my life, and I would urge every potential customer to make sure they are aware of my experience before walking through Suburban Subaru's doors. Thank you and I hope this helps. More

Horrible service experience quoted 4800 to 6500 for complete engine repair. Towed it to another place paid 800 and fixed. Completely misdiagnosed and no empathy or repayment for tow. senior management complete engine repair. Towed it to another place paid 800 and fixed. Completely misdiagnosed and no empathy or repayment for tow. senior management made me feel it was my issue not theirs. kept bragging about their years in the business. Have owned Suburus for years and have had many well over 200,000 miles. Dealt with many dealers but none like this. They did offer to give me the tow fee back in form of credit for future service from them. Don’t think I will let them touch my car again. Can say that Luke in the service area is very professional. More

Excellent Experience Just purchased a used vehicle for our 17-year-old daughter at Suburban Subaru (Vernon, CT) and had a great experience. The product specialist that we Just purchased a used vehicle for our 17-year-old daughter at Suburban Subaru (Vernon, CT) and had a great experience. The product specialist that we worked with, Bruce Lavallee, was exceptional. He was polite, respectful, and was willing to work with us to meet our needs. We appreciated his knowledge of the vehicle, professionalism, and efficiency throughout the entire process. The people make the dealership, and I would definitely recommend Suburban Subaru. The Sales Manager Ray worked with Bruce to provide us with our requests and Manny made the financing process easy. Great team of associates. More

Great, very helpful Was in need of a new(er) car. Worked with Jessie& few days later I had exactly what I wanted! Jessie is phenomenal! Highly recommend! Was in need of a new(er) car. Worked with Jessie& few days later I had exactly what I wanted! Jessie is phenomenal! Highly recommend! More

They go above and beyond! Our experience with Suburban Subaru was fantastic! Our sales associate, Thierry listened to what we wanted and worked very hard at finding it. We were Our experience with Suburban Subaru was fantastic! Our sales associate, Thierry listened to what we wanted and worked very hard at finding it. We were not easy customer and didn't know exactly what we wanted. He persisted until we were able to drive away in the perfect car. He never pushed us, only accommodated us. We loved the extensive coffee/hot chocolate/ tea bar! Customer service is number one with us and it was Thierry's personable and knowledgeable approach that made us choose this car dealership. When it was time to sign Jaime Lebron, in finance, was enthusiastic and personable. We were the last customers of his day, yet he made us feel like we were the only ones and time did not matter. He was able to find us the perfect finance company to make it happen for us. Not once did we feel they were doing it just to make money. Both of these associates wanted us to drive away happy, and we did! We fully recommend Suburban Subaru in Vernon! Their customer service all around is number 1! More

Terrible Go elsewhere. Bought a vehicle. Our salesman Bruce didn’t even remember us when we went back 3 days later to pick up vehicle. Options we asked sign Go elsewhere. Bought a vehicle. Our salesman Bruce didn’t even remember us when we went back 3 days later to pick up vehicle. Options we asked signed and paid for weren’t on vehicle. Two months later we went to Subaru dealer in Vermont to buy wife a new car. Go to exit 3 interstate 91 in VT. Much friendlier there More

Finance department concerns Follow through is a customer service opportunity. Mistakes made in the paperwork or service area of a car dealership, will heavily impact front line s Follow through is a customer service opportunity. Mistakes made in the paperwork or service area of a car dealership, will heavily impact front line sales. Sales team is great, they are the reason I re-leased with Suburban again. More

Certified PreOwned with no AC😞 I purchased a Certified PreOwned Subaru from Suburban Subaru this past November. I turned on my AC for the first time last week and noticed it was not I purchased a Certified PreOwned Subaru from Suburban Subaru this past November. I turned on my AC for the first time last week and noticed it was not cold. Not even a little bit. So I called Suburban and set my appointment for June 6th. After them looking at my vehicle I was told it needed an AC recharge for $130. I explained I had just purchased the vehicle 6 months ago in the winter and this had been the first time I had used the AC which I was told was covered under my “bumper to bumper” warranty at time of purchase. The service writer leaves and comes back with a price of $65. I still decline feeling that my newly purchased vegicle shouldn’t have this issue. She leaves and comes back again with a bill this time for $65 just to have my keys back and no work performed. Outraged at this point with her comments like “why didn’t your come in a few months ago when it was hot” as if I had to explain myself when all I want is my keys so I can leave. Very rude, and unprofessional. The service manager Josh instructed her to return our keys and no fees be charge. My family had purchased vehicles here. We will no longer buy or service our Subaru’s at Suburban. More

Horrible experience I have had a horrible experience from day one they played games the whole time I tried getting the vehicle it took them a few days to get back to me w I have had a horrible experience from day one they played games the whole time I tried getting the vehicle it took them a few days to get back to me with a yes or no if I was approved or not and never returned my phone calls when I had questions. Once I got the vehicle 6 days later it has been nothing but problems. Less then 24 hours later the rear end locked up completely going and 55mph. They had it towed and fixed I get it back one week later had it for 1 day again and I noticed front end issues brought it back again they fixed 1 part and told me it's all set and it had a 106 point safety inspection. I took it back and 2 days later I find more front end parts are bad. Lucky for me I'm kind of mechanically inclined other wise this would have slipped away. This part was bad even to an untrained eye the amount of the times it was so called inspected and on the lift for them not to see that is completely un called for. I now have to bring this vehicle back for the 4th time with in 2 weeks for similar issues. I've had a horrible experience and it's been a huge waste of time. I'll never go to this dealership again. If you plan to go there and buy a used vehicle don't believe a word they say about checking the vehicle over because it's b.s. More

Repairs My experience was refreshingly amazing! Entire team and process was smooth thank you Suburban Subaru Ed Hutchings (General Repairs Manager) and Angel My experience was refreshingly amazing! Entire team and process was smooth thank you Suburban Subaru Ed Hutchings (General Repairs Manager) and Angelica Castro (Service Advisor) for making me feel at home. In my eyes you are a customer first dealer and this speaks in volumes! I can't thank you enough you guys ROCK! Mr. Acosta More