Autonation Subaru Carlsbad

They don’t honor appointments I waited 2 weeks for an appointment for an oil change and service. I arrived 30 minutes early and was told it would be about 90 minutes. After an hour I waited 2 weeks for an appointment for an oil change and service. I arrived 30 minutes early and was told it would be about 90 minutes. After an hour and 40 minutes, they had not started work and they were not able to tell me when they would so I took the car. They didn’t seem to be at all bothered. More

The worst experience I have ever had. My was skin the service department almost the entire day. From 9:00AM to 4PM and issue was fixed. I was promised by service guy Colton that they resolved my problem service department almost the entire day. From 9:00AM to 4PM and issue was fixed. I was promised by service guy Colton that they resolved my problem with tire pressure light coming up but the light came back on 3 Mike's after I drove the car away. I called the service Manager and all he could tell me is take car back to where you purchased it and make them fix it. I have 2018 VW tiguan with only 9000 miles on it and I already have alot of issues according to the service Manager at Bob Baker service. I thought I could dic my car at any VW service dealership but I was wrong at Bob baker they only fix cars that are purchased at their dealership More

Unhappy with the manager's deal and the buying experience. To begin, we heard multiple times from many Subaru employees that the result of the 5-Star Survey shows up only for the car salesperson. They told us To begin, we heard multiple times from many Subaru employees that the result of the 5-Star Survey shows up only for the car salesperson. They told us that if we liked the salesperson, we should give him a high star rating and put the experiences you didn’t like in the comment section. We disagree with this! This is not a true reflection of the overall customer service or your dealership. In fact, it could penalize the salesman if a different department had poor performance. If an incorrect poor reflection of a certain person or department is a concern, perhaps your dealership would benefit from a survey for each department. Your business could develop a survey or each dealer department; dealership; salesperson; manager, finance department, parts department, service department, customer service, etc. The best part of our Subaru buying experience was with our salesperson, Justin, and with your service department representative, Seth. We give them both 5-Stars! The worst part of the experience was with the manager, Rob, and the finance department employee, Jaime. We will explain our buying process so you understand our negative opinion with Bob Baker Subaru Carlsbad. We went to the dealership on three separate occasions and met with Justin, the salesperson. He was patient, answered questions, and took us on test drives of the Forester and Crosstrek. Justin had a pleasant demeanor and never became frustrated or pushy, even when it took hours for us to decide out which vehicle to buy. He is an asset to your sales department! My father purchased a Forester from Subaru a year ago. He started with his local dealership, Bob Baker Subaru Carlsbad. The manager offered $3,000 off the MSRP of the Forester. My father asked for them to throw in an extra key fob, but the manager would not agree to this. So, my father ended up purchasing the Forester from Subaru of El Cajon with $3,500 off the MSRP price. So armed with this knowledge discount, we were ready to purchase a new Forester. On 11-18-19, we negotiated with the manager, Rob, for the best deal on a Forester with the MSRP price of $29,725. We had our $500 Costco Buying Discount and 15% Off Accessories Rebate with us. Rob offered $2,459 off, which was lower than I expected. When Rob asked what I wanted to pay, I told him my father’s deal of $3,500 was reasonable. Rob would not budge. He told us he would offer us a good deal on our accessories instead and honor the 15% off Costco Rebate instead of us having to purchase it afterward. He offered us the proposal for the final out-the-door cost of the Forester for $31,034. We agreed to it, thinking this was the best deal we could have gotten. Then, we met with Jaime in the Finance Department. We discovered the Fog Light Kit had not been added to the proposal. Rob had made a mistake when he entered the accessories to our purchase. We gave him the printed list of the seven accessories we wanted and he took it with him to do the computer work, but he inadvertently did not include the fog lights. This was, perhaps, an honest mistake; however, we agreed on the final price, based on the vehicle and accessories we discussed, which we thought included the cost of the fog lights. We got into a disagreement in the finance office because we believed the dealership should own up to the mistake, add the fog lights, and honor the final price, as agreed. The finance person, Jaime, became a little hot-headed with us, which started a big argument. We were ready to get up and leave the dealership and go buy the Forester elsewhere. Rob attempted to de-escalate the incident and told the rest of us to leave the office, so he could talk to Pauline alone. Rob told her he would take $100 off the price of the vehicle for his mistake and asked her to pay the cost of the fog lights. Pauline agreed. At this point, we just wanted this to all end. Pauline quickly signed the paperwork to buy the car and we left. It was not a pleasant experience. That evening, Pauline looked over the paperwork and thought the sales contract did not show the proper accessory amount. It appeared to us that we had been overcharged $167.71. We also thought we were overcharged for the price of the accessories, when we were told we were getting a 15% discount. That evening we looked online at the dealer’s parts department and saw the prices were much lower there! Rob’s offer was way higher than it should have been. It left a bad taste in our mouth that we weren’t getting a good deal at all. I went back to the dealer on 1-20-19 to the Finance Department to talk to Terry about the overcharge. I showed him the screenshots of the dealership’s parts department prices for the seven accessories. I worked with Terry, who was professional and had a pleasant demeanor. We reviewed the overcharging discrepancy regarding the accessories: MSRP Advertised Price on Subaru Website without installation or 15% off = $1,159.00 MSRP and Retail cost with installation $1,471.23 with 15% off = $1,250.54 Rob’s Deal with installation = $1,117.38 Parts Department Price on 11-18-19 without installation or 15% off = $864.52 Then I spoke with the finance manager, Nathan, and told him about the discrepancy with the sales contract and showed him the screenshots of the lower price of the accessories. He was very accommodating and asked how it could be remedied. I said, $167.71, which would amend the difference between what we paid and what we led to believe we were paying. Nathan worked on revising the sales contract and adjusted it to show a refund of $253.21. Pauline and I were content with that despite the previous negative interaction with the dealership. He said he would reimburse the amount on her credit card when we came in for our accessory parts installation. On 12/5/19, Pauline and I returned to the dealership to have the accessories installed and to sign the sale contract. We had an 8am appointment and were told it would take 3-4 hours before we could pick up our vehicle. We ended up picking it up after 4pm, which ended up being 10 hours! We dealt with a very friendly service department representative, Seth (I think). He was very motivated and eager to help us and even with the long delay, he kept us updated over the phone. Terry wasn’t working on 12-5-19, but he left a message with Luis, to help us in the Finance Department. Everything on the sales contract appeared to be in order and Pauline and I were satisfied. Pauline signed the papers. Luis told us her credit card would be reimbursed for the $253.51, within 24 hours. One week later, the reimbursement had still not been applied. I called Terry on 12-12-19 and he was able to refund the money the next day. In conclusion, overall, we were not pleased with Bob Baker Subaru Carlsbad. The management did not give us a feel-good deal and there was too much headache and hassle with all the negotiations. When someone asks where we bought our Forester, we would steer them away from your dealer and strongly suggest they go to go to a different dealership. It’s unfortunate because we truly love the Forester! Unsatisfied customers, Liz Weber and Pauline Scarano More