This is an excerpt of an email I sent to BJ Anderson on 2/15/16 without a response. I thought I might share my experience here so others can make an informed decision.
Subject: Customer Concerns
Thank you for taking the time to speak with me today. I am sorry to
have been so direct but our experience with Rimrock Subaru has been
nothing short of excruciating. Perhaps a review of our experience will
serve to illustrate why.
We contacted James on 11/30 (following our test drive of 11/27)
and told him we were interested in discussing the purchase of a 2016
Forester. The 0% APR and the incentive for XXXXX XXXXX employees
made the purchase attractive. I was later told the XXXX XXXXx
deal was "old" and the current deal was superior to it. In either
regard, following a protracted negotiation, we left the dealership
after our price could not be met. James followed us out to our vehicle
twice with the final trip serving as an acknowledgement our price had
been approved by you. He asked me to phone him later with my credit
card number to place a $3000 down payment for the 0% APR which I did.
I returned to the dealership on 12/2 to complete the purchase.
It was at this time I was a) informed our purchase would not be at 0%
APR but that b) we could finance at a rate of 1.9%. The second
statement turned out to be false. During a subsequent conversation
with you I was told we negotiated such a competitive rate the 0% APR
would not be extended. Had this ever been communicated with me I may
have reconsidered my purchase. As it was, I was passed on to Tony to
finalize the financing.
Tony told me there was no way 1.9% would be possible. However,
if I was willing to extend the length of the loan, he could get a good
rate with an extended warranty. I crunched the numbers on my phone and the deal looked competitive. I reviewed the total loan amount
(reflecting financing the full price of the vehicle) and signed my
portions of the documents. Tony said he would leave the paperwork for
"the new guy to finish" and I could expect to make my first payment on
I returned the next day for a loaner vehicle and was told our
new vehicle would be ready by 12/31/15. We were contacted by James on or about 12/27/15 to let us know the vehicle had arrived and asking us when we would like to pick it up. We confirmed my wife would pick it
up on 12/30/15.
When my wife arrived to pick up the vehicle she identified the
fog lights we negotiated as part of our purchase were not included. We
were asked to schedule a service appointment at a future date for
I contacted James on 1/5/16, as we had not received an invoice
for our first car payment. James was very responsive and contacted
Scott on our behalf. Scott informed us Tony never completed the loan
paperwork. Further, the paperwork required my wife's signature so she
made time to go to the dealership and sign the documents. During the
signing, Scott noticed Tony did not have me sign an essential
document. This required a separate trip by me to the dealership to
complete. Scott told me either Rimrock Subaru or Chase would contact
us for the first payment. Neither party ever contacted me. Thankfully,
I bank with Chase and noticed a new loan account. I made a payment on
Scott contacted me on 1/26/16 stating a $3000 payment should
have been taken from my credit card when the vehicle was financed. I
told him I reviewed the financial documents with Tony and the total
financed was the purchase price of the vehicle. Scott informed me the
price I reviewed was less the $3000. The $3000 was, roughly, the price
of the extended warranty. I reviewed what Tony told me; the warranty
was available if I extended the length of the loan. Scott appreciated
my concern and confusion but told me he needed $3000. We paid the
extra $3000 on 1/26/16 but I told Scott I was extremely dissatisfied
and would be sharing my experience in both professional and personal
settings. He offered me an oil change and I told him a $3000 oil
change did not interest me.
My wife made a service appointment for 9 AM on Saturday 2/6/16.
After dropping the vehicle with the service department and waiting for
1.5 hours she was told the fog light package ordered was incorrect and
she would need to make another appointment.
As the above clearly illustrates, we have had a miserable experience
with your dealership. We have been told one thing and then had
something else occur. We have been taken advantage of and had our time wasted. As I told Scott, if I could return the vehicle and wash my
hands of the whole sorry situation I would.