Bertera Subaru of West Springfield

I have never in my life regretted working with someone as much as with this dealership. It has been an incredibly frustrating several weeks during which I barely received any communication and only half-asse much as with this dealership. It has been an incredibly frustrating several weeks during which I barely received any communication and only half-assed explanations. I was the one who had to call and ask and push for progress — and it seemed like nothing was getting done. The communication and explanation of process was abysmal. I was constantly the one who had to call and check for status and updates. But there were always excuses, being told that that’s just how things are, everyone is waiting, etc, etc. Just to set your perspective, I put down the deposit at the end of May and my car arrived to the dealership on June 10th, it was finally handed over to me on July 7th. It took a month for the trade-in, insurance, and registration paperwork to be done. A MONTH!!! My car sat on the lot for a month after I''d already paid the first installment of the lease!! Everyone I’ve talked to about this and told about my experience said I'm absolutely right to be angry. I understand that the car market is iffy right now, the shortage of cars, etc. I understand people work different hours, things take time, there’s a lot of back and worth. And you know what I would have understood that things were taking that long if only the dealer actually communicated with me and either texted, or emailed, or called me with updates. Even with things as slow at they are, the fact that they refused to do any of the paperwork until the check for the trade-in cleared is absolutely ridiculous --considering the fact that I already handed the car over into their possession, it was no longer my car, and frankly, not my problem that their seller made the check out to me for some bizarre reason. You have wasted my time, my patience, and my nerves. I would not recommend anyone work with this dealership. More

Keith was very professional, friendly and knowledgeable of the brand, he was a big factor to my final decision to buy a Subaru, he answered all my questions with right answers, I didn’t feel pressured, it of the brand, he was a big factor to my final decision to buy a Subaru, he answered all my questions with right answers, I didn’t feel pressured, it was a smooth process. More

Had a great experience with Bertera Subaru. Good communication with the Darrick and the rest of the staff. Love my new Crosstrek Good communication with the Darrick and the rest of the staff. Love my new Crosstrek More

This is New England. There are lots of Subaru dealers. And I'm about to type a whole big spiel, but the too long/didn't read version is this: other dealers deserve your b There are lots of Subaru dealers. And I'm about to type a whole big spiel, but the too long/didn't read version is this: other dealers deserve your business more. I called in for a part for my ’16 Impreza, and the person on the phone was…not interested in helping me. Ever had one of those aggressively unpleasant and snide "customer service representatives"? That's what this was. Here are a few examples, just so you can understand what I'm getting at: I was told I needed to come down in person to order the parts – small things, the mirror and part of the outside casing for the passenger sideview mirror. "I have a picture of the damage," I said. "I think it's clear from the photos what I need. Could you order from the photos?" "No." "Could you take a look? I can send them my email." No. Absolutely refused. I asked how much the entire mirror apparatus was, and I believe it was about $200. That's what the person on the phone said. "Ok, great, I'll just order the entire thing then, if that will save me a trip down there," I said. "I'm not going to do that because it's going to make you upset if I end up ordering parts that you don't need." "I won't get upset, I promise." "Sir? You need to come down here." So I did. And, lo and behold, the person I actually spoke to face-to-face (different from the person on the phone!) was able to order the parts I needed just from the photos! He didn't need to look at the car. The total cost of the parts I needed was about $140 – and yes, the extra $60 for the entire apparatus would've been more than a fair trade to save me a second trip. I spoke to a manager about my experience – I can't remember his name, I did my best to be polite, but I got passive-aggression and resistance from him as well. Here's an example: the person I actually ordered the parts from (again: not the person on the phone!) was very nice. I told him that. But when I later asked the manager why I should buy from Betera if people there are rude, he responded with "well, you said the person you ordered the parts from was nice, so no everyone is rude." And yes, of course. Fine. But it's purposely misunderstanding what I said. So add this manager to the list of rude people at Bertera. I dealt with him patiently and with civility, and finally got him to "investigate" what had happened. I wanted an apology from the rude customer service rep – not money, not a discount, just an "I'm sorry." I never heard back from the manager, surprise of the century. And I know, I know: I get it. This isn't the end of the world, but it's enough of a bad experience to make me not want to shop at Bertera. Enough to make me type all of this, and to warn you away, too. Thanks for reading. (And yes: the one person I actually ordered the parts from was great – I left five stars for Dean because I believe it was him and this site is forcing me to rate a person in order to leave the review. Whoever he was, he seems to be in the minority at Bertera Subaru.) More

I am giving Bertera Subaru a 1 star rating only because 0 wasn’t an option! When it came to selling me a car they couldn’t be sweeter! When it comes to holding up their end of the bargain after giving them wasn’t an option! When it came to selling me a car they couldn’t be sweeter! When it comes to holding up their end of the bargain after giving them 5 years of loyalty, they will look for any reason to squirm out of the deal. I agree with someone else’s review of management. It is beyond abysmal. They are fast talking and big on bravado about how they will “make it right,” but are short on delivering. In particular, I am speaking of the Service Manager and, because he said he also spoke to Shawn Sullivan, this applies to him as well. I will not go near this place again and will tell everyone I know not to either! More

The mechanics, clerks, and most employees are accommodating. The sales staff not so much. Management is abysmal. If management is subpar it is not possible to run any business correctly. The mana accommodating. The sales staff not so much. Management is abysmal. If management is subpar it is not possible to run any business correctly. The manager at the temporary site in West Springfield as per the renovation of the former site is actually rude, disrespectful and not equipped to handle even mild complaint process. If one needs help skip this person and go to the corporate top to receive proper satisfaction. Love the vehicles but service due to kackluster management has been substandard for quite some time. More

I will say first that this is not a knock on the individual that I spoke with on the phone, she doesn't set the policies and prices. Now, this place is awful and predatory. I went in with a few mi individual that I spoke with on the phone, she doesn't set the policies and prices. Now, this place is awful and predatory. I went in with a few minor issues I asked them to look at. I told them what was wrong and even wrote a letter explaining what was wrong. They charged me $320 in diagnostic fees, i.e. a tech drove it in the lot for less than five minutes and wasted my gas. Then I get and estimate of approximately $2,100, diagnostic fee included. I laughed when the receptionist told me this. One charge was for $45 to replace a break light bulb... $45! I brought my Forester to a small garage less than 20 minutes away. When they were done, my car was back to normal and zero issues. My charge from the small garage was $62, parts and labor $62. This dealership is awful and will rake you over the coals if you don't know anything about cars. AVOID at all costs!!! If there was a Zero I would have checked that instead of a One. AVOID!!! More