First, I would like to say that the Sales Consultant Frank Lajoie, Service Director Andy Voelling, General Sales Manager Jesse Manning and General Manager Marty Babineau (who I never met) receive the highest kudos from me! This review does not at all reflect negatively towards the Dealership or its members. The North End Subaru and the employees made it right. Thank You! I'll be back!!
Here is my story, spans 9 months. I have now owned my 2016 CrossTrek Limited since Dec 18, 2015, and decided its time to write my review. This story is long, actually starts May 14th 2015 the first day I owned my "1st" CrossTrek 2015 Limited. This will be the shorten version of my experience, hopefully I will be able convey my message as best as possible. The long version (my Journal) will be with Subaru America/Subaru Corp....another story.
Decided it was time to replace my present vehicle with possibly my first ever Subaru! Replace vehicles about every 4 years. I'm a Customer Service Engineer for a large Japanese company, that requires extensive travel in the US,Canada, Mexico and Europe. I typically drive locally for business in excessive of 35K miles per year in my own vehicle.
My son, an avid Subaru guy suggested I visit North End and work with the Sales Consultant he had just recently purchased a car from (Spring 2015). My son sets up a meeting with Frank Lajoie and soon after I went to meet Frank at North End to discuss my needs.
Frank is a very personable, easy to talk to, joke with and a avid Patriot fan...the man got my vote :). Anyway, we do the typical several visits "find the car, the options, test drive and haggle on price" etc. For the most part it was a enjoyable experience and working with Frank was a pleasure, always kept me posted on the car status or any changes.
He ordered the car, delivery set for 3 wks. Well that order fell through, had to reorder, wait the 8 weeks for the color of my choice. I could not wait the 8 weeks, so Frank made arrangement for me to purchase the Showroom CrossTrek with all the same options , but not my first choice for color, but a nice Blue....good with that.
May 14th I picked up my 2015 CrossTrek Limited with about every option including keyless start/entry, Eyesight system and the best Informational system(navigation GPS,SXM radio,Blue Tooth) Subaru has to offer. Noticed immediately that my SXM radio was malfunctioning, signal would be lost for periods of 3-90 secs, repeatedly, continues problem regardless of terrain or location. Understand, I am very familiar with the SXM system, have it in my two Fords, house, Vt camp and use it in all my rental vehicles during business travel. Never have I experience this kind of reception in any of the multiple types of vehicles I have driven or owned!!! Days after, my Informational system touchscreen locks up and malfunctions along with multiple irritating side issues. Even the best of equipment can occasionally fail, understand that. Schedule and take the vehicle to the first of many service visits. After component replacements, which repairs everything except the SXM radio, firmware upgrades and troubleshooting continued to hopefully repair the SXM. No luck! The Director Service Andy Voelling meets with me, tells me he is sorry, but that Service is out of ideas and worst, Subaru Tech Support has no more tech suggestion......... He recommends that I contact Subaru America's Customer Retail Services, file a claim and elevate this to a higher level.
This now has become exclusively a Subaru America issue to deal with and unfortunately North End Subaru is caught in the middle .
From this point on Oct. 2015 until days before I picked up my replacement 2016 Crosstrek Limited in December, I endured several months of frustrating and aggravating contact with Subaru America and their Senior Representative Andre Sullivan. Subaru America/his inability or lack of interest in resolving the issue with the vehicles problem was the worst experience of Customer Service I have ever encountered, either as a consumer or as a seasoned Customer Service Engineer! Unfortunately, Subaru America does not follow or live up to their Mission Goal and/or Customer Service Policy posted on their website.....not even close! This is something I will take up with Subaru America...the long story.
So, long story short, through a meeting with the North End Subaru's General Sales Manager Jesse Manning, Subaru America offers me a replacement vehicle, buy back my vehicle! However, as part of the deal I am expected to pay a Usage Fee and depreciate of the vehicle for the 7 months I have owned it amounting to excess of $ 5000.00 . I found this to be unacceptable and unfair since I reported this problem one day after I drove the car off the dealership lot, and for 7 months, Subaru America could not fix or even had a fix for the problem! I asked that the General Sales Manager to contact the Senior Representative Andre Sullivan and inform him I refuse Subaru America's offer and will seek out legal representation.
Jessie understood the frustration I was feeling and suggested that he would meet with Marty Babineau, General Manager of North End Subaru the following day, see if the GM could help reach a mutual agreed upon resolution and Jesse would call me by end of that day.
Well, received the call as promised, great news! General Manager had made the offer that North End Subaru would incur all the cost and fees required by Subaru America that were associated with replacing my vehicle, no out of pocket expense required by me!
"My hat's off to you" Marty Babineau. I will be a return customer and will recommend North End Subaru to others!
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