Roper Subaru

Car was late, but then after missing the window the manager wanted me to make an appointment - while I was on vacation. Now at dealer over 2.5 hours. Don’t appreciate the dealer markup attempt. All manager wanted me to make an appointment - while I was on vacation. Now at dealer over 2.5 hours. Don’t appreciate the dealer markup attempt. All I can say is that the building is nice. Will do business elsewhere after this purchase. More

Sales department phenomenal! I purchased a new Subaru in May 2016, and found the sales staff the best I have encountered in over 23 years of new car purchases. The sales team did I purchased a new Subaru in May 2016, and found the sales staff the best I have encountered in over 23 years of new car purchases. The sales team did not apply pressure nor did they attempt to sway my opinion. They simply covered the Subaru brand qualities, the qualities of the vehicle, and were very up-front about trade-in value and the price of the new vehicle. In my own time, I came to decide on the purchase, and the professional staff provided a pleasant buying experience! Financing and closing the deal were relatively quick. The business manager found me a more competitive APR on a loan, and did so fairly quickly. Then came the sales pitch for all of the "investment protection," extended warranty, and other nonsense that one always has to endure before driving off in their new car. I did not want any of these additional products. My past experience is - you don't get what you pay for, since the friendly environment that is presented through the purchasing experience is not reflected in Service department, especially when trying to mediate a problem covered by the "additional" services. Flatly I stated several times that I was not interested, but had them pitched at me as well. "You should consider Zurich coating," the business manager purred, "since it protects your paint and interior." No, thanks, I replied, as I have insurance and take good care of my cars. However, I mentioned that dent/ding/scratch/and chip protection may be something I'd considered, as I've about had it up to my earlobes with people punching dents into my doors in parking lots. "Ah," he offered, "we can add that to the Zurich program. All scratches, dents, dings, and chips under our Roper Dent policy, that we will include with Zurich." I was not sure, especially since I was moving from Joplin to Kansas City sometime in the coming year, to which he also added "well, as long as it is the KC area, I can set up a place for you there to get the work done." My wife thought it was bait and switch, but I fell for the trap, and agreed. So, here I sit with a Roper Auto Group "Investment Protection Sales Order," that clearly has Roper Dent checked and states "6yrs dent/ding removal." It does not specify types of dent (you know, such as we don't cover dents from a moose running over your hood, or acts of God/nature, or hail, or rocks thrown from a quarry truck) - just seemed simple to me. A ding or dent, and it would get removed, as they agreed upon at the dealership. Fast forward a year. I show the dealer chips caused by stones on the highway. I present my investment protection sales order, and am told that "it only covers dings and dents, not chips or scratches." Fair enough, although Brandon Barnum, Business Manager told me verbally it covered these kinds of things, I did not catch that the byline stated "dent/ding removal." Bad on me for not catching the bait and switch as I wanted to get out and drive my new Subaru as opposed to sitting in a snake oil salesman office. Now, a few more weeks go by. Moving our household, moving boxes in the garage, and a Joplin hail storm catches my Subie out in the driveway, and I now have 23 nice hail dents. I schedule my Subie for dent removal, only to find out "well, we don't cover HAIL dents. It clearly states that." Except, it does not clearly state that. The form clearly states "6yrs ding/dent removal." I have 23 dents, and call me crazy, but I expect them to be removed. Brandon Barnum, clearly stated, is not a man of his word. No doubt, he is a man of what is written, but then again, in my case, this is not true either. However, it seems Subaru of North America, having received the scanned documents, will stand behind their product and a franchise dealership whom I believe they are not obligated to back, and make this situation right. More