Bertera Subaru of West Springfield

poor communication and follow up We had a poor experience trying to purchase an Outback at Bertera in 2013 and ended up going to Steve Lewis Subaru, considerably further away from our We had a poor experience trying to purchase an Outback at Bertera in 2013 and ended up going to Steve Lewis Subaru, considerably further away from our home. Recently we brought our car to Bertera to get the Airbag recall taken care of. We hoped the Service Dept was better. When we picked up the car the audio wasn't working. We were told that a wire was probably unplugged. Bring it back and we can fix it quickly. No worries, I understand that things happen. Unfortunately I brought it back 4 days later, sat outside for 2 hours while they worked on it and then they told me they couldn't figure out the problem so I had to bring it back again. Brought it back again and after a day and a half of no information I called to find out what's up. Turns out a wire was, in fact, unplugged. It was done the day before and no one bothered to call us. I get that mistakes happen but no excuse to make me return twice to fix it and then not bother to call to let us know it's fixed! More

Big RipOff!! My wife and I have traveled from Pittsfield Ma for all our service work because we paid for the tire replacement program they offered. We were there My wife and I have traveled from Pittsfield Ma for all our service work because we paid for the tire replacement program they offered. We were there 2 weeks ago and our tires. which have been rated "yellow" for the past 2 years have now upgraded to "green". I never realized that tires could grow tread. Tire replacement program is a scam. Not sure yet whether it is a scam from Bertera or Subaru but I intend to find out. Sent them an email but have not heard back. I am not done with this and next is the Better Business Bureau. Tired of this runaround. More

Used them for years, and service got worse and worse. No one answered the phone, I owned 1 and leased 2, and they gave me NO deals at all. Won't go back. one answered the phone, I owned 1 and leased 2, and they gave me NO deals at all. Won't go back. More

Poor Customer Service; Stay Clear We are owners of two Subarus, newly relocated to the area. We went in to get our AC serviced in time to have repairs covered through warranty. Rather We are owners of two Subarus, newly relocated to the area. We went in to get our AC serviced in time to have repairs covered through warranty. Rather than inspect the car fully at the time of our first visit, Bertera had us come back and forth over THREE times before finally diagnosing an issue with the compressor. In the weeks it took them to diagnose a common AC issue, our warranty had expired and they refused to credit us for their lag in service-- costing us over $1300 to make the repair. Even Subaru of America examined our case and extended partial coverage for this Service Center's poor service. It was their understanding that Bertera should cover the difference. Glenn, their service manager was difficult to work with and lied to my husband's face about what was actually done to our car. Even though we live less than 5 minutes from Bertera, we will be driving our cars to the Hadley or West Hartford service centers. They have a large team and everyone else was very pleasant to work with-- Glenn made a poor customer service call and it cost them our business and I hope you think twice about bringing your vehicle here. More

concern of warning light i had a question about an info light that was flashing and was not sure what to do with it. i drove in around 1045 5 august. john (from sales) immedia i had a question about an info light that was flashing and was not sure what to do with it. i drove in around 1045 5 august. john (from sales) immediately went to my xc and explained it to me. he was friendly, courteous, receptive to courtesy, and made sure i knew the exact nature of my concern. it was 5 minutes but a worthy interaction. i do not know if he is new (as i do not recall seeing him before.) regardless; if new or a veteran employee, it reaffirms why i bought there and continue to go there. More

Stay clear of this dealer +Worse service ever.Every time we go there they always claim to have done something that they didn't do.told them specifically to check the air filter +Worse service ever.Every time we go there they always claim to have done something that they didn't do.told them specifically to check the air filter witch when I got home I checked it to found about 5 lbs of sand and dust in it.called service manager to be told what do you want me to do about it my guy said he did it.Haven't had a customer sat sent to me since.Wife had a bad battery that was 1.5 years old so they replaced it.Now 1.5 years later they say it needs to be replaced but it's not covered because it was a courtesy replacement.Stay clear of this dealer great cars horrible service! More

I'm the Hardest Customer Ever! They Rocked it! I will start by saying that I put down $200 for an Outback at another dealership yesterday afternoon. Only to see an add for a higher end Outback, Li I will start by saying that I put down $200 for an Outback at another dealership yesterday afternoon. Only to see an add for a higher end Outback, Limited for basically $50 more than what I was going to be paying for a basic, no frills Outback after watching a commercial last night. I was livid with myself, but not beat. (Buyers Remorse was not getting me!) I was at Bertera Subaru before they opened, ready to get the car I wanted. My Salesman, Joe was genuinely a good guy (Not your typical or unethical used car salesman, as they say.) They gave me $500 more for my trade, but their "crazy" fee as I like to call it, cuz who understands it but them was about $60 more (no biggie) Then the big money man comes to talk to you. The Intimidator! (Except for the fact Tom...very sweet and the most likable guy) who tried to beat me up rationally on the price, and I did the same in return, but not so rationally, lol. He was a good egg. I walked out of there 2 hours later with keys in hand in my new Outback! The salesman from Subaru in Amherst area kept calling me to tell me whatever they offer, I will beat them by whatever you want, $200 or $300. I said, well that would be $300 of course! But these guys were so good, If the other Dealership really wanted my business they should have done right by me from the beginning yesterday. Shame on them. So I would go back there in a NY minute, and I hate buying cars. They made it easy and nobody appreciates that more than me. Live in Western, MA, don't bother going anywhere else. Save yourself the trouble. I'd give them 6 stars if I could. More

Keith deserves a gold star ⭐️ Keith Goldsmith is the best salesperson in Western Massachusetts, maybe even the world! My husband and I traded in two cars and bought two new cars. K Keith Goldsmith is the best salesperson in Western Massachusetts, maybe even the world! My husband and I traded in two cars and bought two new cars. Keith was informative, patient, and professional. Bertera Subaru is lucky to have him as part of their team. For now on, I will only buy my cars from Keith. More