First, it’s important to say that I was not asked or paid to write this review and everything that happened, is true and can be verified. I say this because, from what I see and hear, customer treatment like this is relatively rare at typical auto dealerships. I guess that is why Planet Subaru calls itself the “undealership.”
They do business differently than most, and my husband (Joe Notini) and I experienced this first-hand.
We bought a new 2014 Forester at Planet Subaru and within a few months had an issue with it that we felt was atypical of Subaru cars and needed to be addressed. Though the dealership advertised an “open door policy,” we wondered how far we would get asking to speak to the dealership’s owner, Jeff Morrill, on a late Friday afternoon and without an appointment. Surprisingly no one asked us why we wanted to talk to him or tried to pawn us off on someone else. Within minutes, Jeff appeared and listened patiently to our concerns. He promised to get back to us soon and he did, calling us the following Monday to offer a solution.
We proposed an alternate resolution, anticipating a long drawn-out back and forth before the issue could be resolved. Surprisingly that didn’t happen. Although initially not 100% onboard with our proposal, Jeff strongly advocated for us and convinced Subaru to agree to do their part to solve this issue to our complete satisfaction…quickly, amicably and at no expense to us. In addition, Planet Subaru assumed all of the related costs that Subaru Corporate did not pick up. The dealership also devoted several hours of administrative time. In the process, and by remaining true to his “undealership” philosophies and business model, Jeff (and his Internet Sales Mgr. Deb and Business mgr. Dave) gained our gratitude, respect and loyalty.
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Jeff Morrill, Deb Brewster, Dave Spellman