After learning of our initial experience, Frank Subaru General Manager Michael Wilkes reached out to us to apologize for our experience, to explain exactly what had happened and to offer to come to an agreement amenable to both parties.
We leased a new 2021 Crosstrek today and the experience was great. Francisco Corral was very professional in finalizing the remainder of the deal and Jacqueline Gutierrez was top notch in the financing process.
We had a rough start but a great finish at Frank Subaru. Their concern regarding our initial experience led them to go the extra mile in making the overall experience a good one.
At Frank Subaru their motto should be “Sorry, mistakes happen”. Last week, my husband had the following experience:
I met with Sales and Leasing Associate Manny Lord after speaking with Sales Associate Denise Rivera on the phone. We arrived at an agreed upon price, upon which he presented me the offer in writing. I texted him the following day to confirm the price was still good and he agreed that was the “out the door price”. Upon agreeing on the price, I stopped working with another dealership on a deal, removed all of my personal items form my lease return and had it detailed. On the same day I returned to Frank Subaru. The hour and a half process continued all the way through them pulling my (excellent) credit report before Sales Manager Truman Berg informed me “sorry, mistakes happen”. Basically the price we gave you in writing was wrong. We had you sit here for hours, pulled your credit report but we are unable to honor our agreed upon price. When Truman contacted the Store Manager, he reportedly replied “tell him sorry, mistakes happen”. When Truman asked me “what do you want me to do” I replied “honor our agreement”. He replied “I can’t do that. Sorry mistakes happen”. Save yourself some time and shop somewhere that doesn’t have the motto “sorry, mistakes happen”.