Bertera Subaru of West Springfield

We drove 2 hours to test drive a used Outback, liked it, agreed to a few minor repairs, signed the purchase order and left a small deposit. That was were the customer service ended. Our salesman, Rich Santo agreed to a few minor repairs, signed the purchase order and left a small deposit. That was were the customer service ended. Our salesman, Rich Santoni, did not follow through with any paperwork; I on the other hand, applied for a small loan myself and called the insurance company...isn't the dealership supposed to handle all of that??! On about day 4, we hear that there is a problem with the title, and I can't get my loan completed due to no physical title on the car we want to buy...thankfully my bank requires it. Chris P., the manager at Bertera, I think, was extremely rude to my bank on the phone (we had a 3-way conversation, I heard him snap about the title and Rich's missing info on the purchase order).We had to cancel the deal, due to no follow up. I would NOT recommend Bertera to ANYONE. We did have better luck at Advantage Subaru, where we bought a much newer and gorgeous Outback, and had outstanding customer service...they handled everything for us, even negotiated a much lower interest rate than I could get on my own...all we did was drive and sign. They had complete knowledge of the cars they sell, I don't think Bertera even knew they were a Subaru dealership....not one word about Subaru's, just handed us the keys....Do not go there, buyer beware!!! Footnote: Still waiting for the credit card refund (reminds me of why I never use cash for a deposit!) and it's been over a week. More

Literally worse than any buying experience I could ever imagine, I will keep this as short as possible.... Found a used vehicle Bertera had that was exactly what we were looking for and traveled 2 hours imagine, I will keep this as short as possible.... Found a used vehicle Bertera had that was exactly what we were looking for and traveled 2 hours to see the car. Negotiated the whole deal and agreed to financing, price, minor repairs etc... We agreed to head down there the next night to sign papers and they would deliver the vehicle to us the next day after that. (Couldn't sign that day for other reasons) The next day we had numerous correspondence and affirmed that the vehicle had minor repairs done that day (paint bumper) and I told them we would be heading down tonight to sign the paperwork. The sales manager even emailed an unoffical sales agreement to go by. I tell them we will be going directly from work to the dealership to sign on the car. Everything was good to go. At 5:30 after getting out of work we called them and asked if we could just put a down payment or deposit on the vehicle via phone and pick it up saturday instead (very tired and didnt want to drive 2 plus hours at night) They insisted the deal must be done today to be in for the end of the month. Fine, we had agreed to that, so we head up to Springfield. Fast forward to 7:30, literally 15 minutes away from the dealership after having driven 2 hours from work. The salesman calls and says that someone else wants to buy the vehicle and that they need a deposit from us to reserve the car. We told them we are driving and are 15 minutes away from the dealership. They insist that we pull over, take out a credit card and give them a deposit or the vehicle is being sold to someone else! I wonder why they would even be showing the car if they had already committed to selling it. At this point we realize it is not at all worth it to do business with people like this. After having a purchase agreement these models of customer service DEMAND a deposit from a customer who is literally 15 minutes away from signing on a car, after having driven close to two hours! Keep in mind they never demanded a deposit prior to this, in all the correspondence I had with them. At this point we figure it is not at all worth it to do business with people like this. We turned around and drive home, another 2 plus hour ride. The mastermind of this treatment is Chris Piteo, General Sales Manager of Bertera Subaru. More

Darrin was hands down the best dealer I talked to in the car hunting process. He goes above and beyond the call of duty and I couldn't have asked for anyone more helpful or genuine. He didn't try to force m car hunting process. He goes above and beyond the call of duty and I couldn't have asked for anyone more helpful or genuine. He didn't try to force me to buy a car he wanted to get rid of, and instead made sure the car was right for me. He was able to tell me more about the car than I or any other dealer knew thanks to his research. Darrin is thorough in his research, and especially in his customer service. I didn't feel like I was talking with a salesman; I felt like I was talking to a person. I highly recommend him to anyone who's looking for a car, whether it's a Subaru or any other make, as I know Darrin will find the right car. Thank you so much! He definitely deserves a raise for his hard work. More

I had a great experience at this place. The people were very friendly and not pushy. I got the car I wanted exactly the way that I wanted it and I love it! Routine services there are quick and efficient. I very friendly and not pushy. I got the car I wanted exactly the way that I wanted it and I love it! Routine services there are quick and efficient. I still visit with the salesman I bought the car from, he was an absolute pleasure to work with. I will continue to go here for all my future Subaru needs. I am a very happy, satisfied customer. More

I bought a car here 4 months ago. The purchasing experience was good, but there was absolutely no service afterward. I've sent 8 e-mails trying to get a fairly minor problem remedied and have recei experience was good, but there was absolutely no service afterward. I've sent 8 e-mails trying to get a fairly minor problem remedied and have received no real help, only rude responses. Would not shop here again. More