My experience at this dealership was extremely stressful, long, and disappointing. Danny Napleton was the individual that was working with me. On May 19th, I went in to see if they had the exact car I was looking for. I have owned one Subaru in the past and have two others in the household, so I am familiar with these cars. I was at the dealership from 11am until 3pm. I do not feel that the process should have taken that long. Danny kept entering and leaving the room.
Danny stated and wrote down that I would receive a specific low interest rate due to having completed graduate school. We agreed that I would pick up the car in three days. However, the car that they had brought from another dealership was not the car that was agreed upon. Danny called me the day before I was scheduled to pick it up and told me that they had "good news." My car had arrived, but that it was a hatch back rather than a sedan that we had originally agreed upon. He tried to persuade me to purchase the hatch back. When I declined, they told me that I would be out of a car for about two months while they wait for the correct car to arrive. When I spoke to Danny, he did not offer me a rental car and told me to "figure it out" myself. I asked him if he could provide me with a rental car because he had notified me of their mistake on such short notice. He stated that he was already losing money on this sale and did not want to pay for my rental. Later, he agreed to provide me with a rental car. Danny stated that he is only able to help me because Subaru got involved and is helping him pay for the rental.
Danny left me a voicemail stating that my car had arrived earlier than planned. On June 16 I went to pick up the car. The car was a sedan but arrived incomplete. It was missing the cargo net and star link mirror that was agreed upon. No one apologized. They ordered these things for me and called me when they arrived telling me to make an appointment with the service department to install these things.
In the finance department, Tom Schmidt worked with me. I sat in his office for 30 minutes while he made calls for another customer. He made comments to me about this customers credit, such as, "She has bad credit. There's nothing I can do. She won't be happy about this." He also had all of her personal information spread out on his desk in plain view. When he was ready to help me, he stated that I may not get approved and that he would have to tell the bank that I am his cousin for them to consider giving me the interest rate that Danny Napelton stated that I would get on May 19. Tom Schmidt stated that he did not know what I was talking about when I brought this up to him. He also made an unprofessional comment about me having a Victoria's Secret credit card. He then said that I could only get the interest rate I mentioned if I purchased the extended warranty from him. I stated that I would not be purchasing the warranty. After sitting in Tom's office for three hours, the interest rate was approved as long as I provided proof of income. He told me to take pictures of these documents and text them to him. I provided him with all documents on June 19 via text message has he had requested. This seemed like an unprofessional and unsecure way of sending documents containing my information.
On June 27, I received a voicemail from Tom stating that I had not provided him with pay stubs from my jobs and that the bank had declined my loan. I called him back to clarify this information. He then stated that he received the pay stubs but that the bank was requesting pay stubs. I asked him to clarify since that is what I had provided him with. He stated in a frustrated tone that "banks want DNA these days." I called him back later that same day to tell him that since he does not know what he needs from me I will be getting a consigner on the loan. I did not want to deal with my car getting repossessed because Tom could not tell me what the bank needs. On July 1 I went to the dealership to meet with Tom and my cosigner to complete the necessary paperwork. Tom said that his system was down, but that we could just sign the original agreement again and that he would mail me the final documentation when it was completed. It has been two weeks and I still have not received this paperwork in the mail.
I called the service department six times throughout the day on June 30th to set up a time to get the missing things installed. No one picked up the phone and there was no voicemail available for me to leave a message. When I went to meet with Tom on July 1, I also stopped by the service department. They were very friendly and were able to install the missing pieces of my car on the spot.
Overall, the service I received from Danny Napleton and Tom Schmidt was unacceptable, and I do not recommend this dealership. I will not be back for service or to purchase a car in the future.