Granite Subaru

Service Up-Selling, A Sad Practice Having recently had my 2016 Outback 3.6L in for routine scheduled maintenance, I have to say that I am less than enthused or satisfied about my visit. Having recently had my 2016 Outback 3.6L in for routine scheduled maintenance, I have to say that I am less than enthused or satisfied about my visit. I do not believe that the service people should be “up-selling” customers when it comes to maintenance by offering or suggesting additional, non-required services when there is nothing showing to require it. This has happened to my wife with her Outback and now asks me to take the car in for maintenance so as not to have to deal with this scenario. I have also witnessed this while waiting in the lobby where other service customers were being up-sold. In my last two visits to Prime’s Service Center, the service person/manager would come to see me to say progress is being made with my car but that they would recommend a list of additional services. In thinking about it, and I know the maintenance schedule for the Outback as I have a copy of it in the glovebox, I could not find it in the owner’s manual for the miles that were on the car. When I asked why was this needed at this time, the replies have been that it would keep the car running smooth. I suppose that is true but it is also an avenue to pad-up the bill with unrequired services. As an example, using synthetic motor oil instead of conventional as the manual states, or replacing air filters when they don’t need to be or flushing brake systems when it doesn’t need it. As a suggestion, while I have never seen at Prime (and I have asked for), a service schedule listing by miles posted/printed anywhere showing the factory recommended services for my Subaru. I think it would be very convenient and eliminate customer concerns as to what should be happening with their car during that visit based on the mileage. I’m thinking along the lines of Level 1, Level 2, Level 3…, you get the idea. Plenty of other Subaru dealers do this and I find that it matches the maintenance schedule found in the owner’s manual. I now have a copy in my glovebox as a quick reminder as to what has to be done. Please, don’t ruin this nice Subaru dealership with these practices. I'd like to have been able to give Prime five stars... More

liars. a year and a half ago (august 2015) my current car quit on my while visiting my parents and i was in a bind to quickly purchase a new vehicle before g a year and a half ago (august 2015) my current car quit on my while visiting my parents and i was in a bind to quickly purchase a new vehicle before going back to my house which is 2.5 hours away. found a "good" deal on a used 2003 honda cr-v with fairly low mileage that i decided to buy thinking that a honda would last me a resonable amount of time even if it was kind of old. I don't recall my salesman's name anymore but i was ripped off. took it for a test drive and everything felt fine, the financing department was rude and it was a very strange little interrogation-like room but i still bought the car. they then filled the gas tank up for me before i drove it off the lot. well, Thats because the car doesnt like to start after you put gas in it i learned a few days later when i filled my tank. Called prime and they told me that i didnt buy their warranty (would've made my monthly payments over a hundred dollars more which is a bit extreme) so they didnt owe me anything. the check engine light came on after owning the car for about 2 months and it has been nothing but problems since then. about $4,000 in various repair costs and only a year and a half later i took it to a trusted honda dealership to get fully and completely fixed for good. was told that they couldnt in good conscience fix this car for me because the cost of the work it needed was at least double what my car is worth. Prime motors should be put in jail for thievery because thats what they did to me. They stole my money and sold me a very broken car because i was in a bind and was looking for a fairly priced used reliable car. So angered by my experience and will be contacting the better buisness bureau. STEER CLEAR OF PRIME at least for your used car needs. More

Art is a great sales person. I visited this dealer for a car. I unfortunately did not get it in the end but the sales person was very helpful, very friendly, and no pressure at al I visited this dealer for a car. I unfortunately did not get it in the end but the sales person was very helpful, very friendly, and no pressure at all. I loved how Art was trying to offer to pick me up from my home and bring me to the dealer if I had gotten the car. If you are coming to to this dealer, ask for Art to assist you! More

Purchase 2016 Subaru Forester My wife was looking to purchase the aforementioned Subaru. Initially there was some misinformation, lack of understanding and/or jousting typical of My wife was looking to purchase the aforementioned Subaru. Initially there was some misinformation, lack of understanding and/or jousting typical of a sales person trying to maximize profits on the sale of a vehicle on the part of the sales rep at Prime. I was pleasantly surprised when Jason Ludwig entered into the the situation. He exhibited the utmost courtesy,knowledge and professionalism one would expect when making a major purchase. The deal was consummated with mutual satisfaction within an hour. He personally delivered the vehicle to my home and showed my wife the complete breakdown regarding the operation of the vehicle. I would suggest that anyone looking to purchase a vehicle from this dealership ask for Jason and you will derive the same satisfaction that that we received. If we worked from the beginning with Jason the overall rating would have been excellent. More

The place to go for a car ! So I was in need of a replacement car and i ended up at Prime, Worked with Gary Smith from start to finish and left mid day with my new ride, Gary wor So I was in need of a replacement car and i ended up at Prime, Worked with Gary Smith from start to finish and left mid day with my new ride, Gary worked with me and what I was looking for and what I could pay and he made it super easy ! More

Horrible I purchased a 2010 VW minivan from this place. I have 3 small children and told them the importance of safety to my family. They sold me the van which I purchased a 2010 VW minivan from this place. I have 3 small children and told them the importance of safety to my family. They sold me the van which I took to my mechanic. There were problems with the brakes, hole in the fuel line, hole in the cooler line, among other problems including tire being bad. I had to go back to get these problems fixed and they did not fix things correctly and I did not have the van in my possession for the entire first month I had it. They had to keep fixing things. The manager told me he would make right on this . They would buy back the unsafe van and I would be able to get another car. I went back and chose a good car. They then proceeded to be very rude to me- including hanging on the phone when I was asking questions regarding how that process would work. I was then denied the car I wanted because they were unwilling to use the 1700 dollar down payment I put on the van towards the new car. They only worried about the $ in their pockets not the safety of their customers or making right their wrong. They also tried to make me feel as if they would be doing me a favor as they said "we don't have to do anything for you" " this is NH" . Once I'm done paying off this unsafe van I will make sure to stay away from this dealership and do my best to stay away from this type of business. More

A three Strikes and Out Three years ago, I stopped in at the dealership to test drive and presumably buy a 2013 Outback Ltd with SAP Pkg. there wasn't one on the lot the the Three years ago, I stopped in at the dealership to test drive and presumably buy a 2013 Outback Ltd with SAP Pkg. there wasn't one on the lot the the sales person told me there was one coming in and he'd call me within three days. I waited a week and no call, so owner to Manchester and bough the new car. That year I decided tomfivemit another try but bringing the outback In for an oil change ahead of a 4K mile trip. I was met with smiles and friendliness. Oil was changed and I was sent on my way. Got home and a couple of hours later I checked the oil level. I was way over filled - by about a quart. This could've been damaging to the engine on such a trip. I brought it back immediately and told the service writer the problem at which point he started to argue with me. I got to a point whereby I want at all update about the overfill,but very aggravated with the argument and excusing-making by the service writer. I even told him to stop arguing and just make it right. It was not the customer interaction between by a customer service employee. I sent an detailed email to Dave the owner who responded with concern and apologies. He issued me a $100 coupon for to try their service department again. In April of this year I returned to get the brake fluid reservoir flushed and an oil change as I was selling the 2013 Outback to my step daughter and buying an new 2016 Outback Ltd. I waited and then was told "all set" and as I was leaving I realized they hadn't done the oil change! I really tried to make Prime my home dealership since it is located 3-miles from my home. I didn't tell them I was in the market on the short-term to buy a loaded 2016 Ouback Limited, but that day I returned to manchest and closedth E sale on it and drove it home that night. Two days later, my wife was involved in a serious car accident an he vehicle totaled. Her choice of new vehicle was a 2016 Legacy Ltd and specifically one with a tungsten exterior with ivory interior. Interestingly there were onlyntwomsuchnvehicles in The immediate N.E. area and one was on the lot at Prime. Sh didn't but the one at Prime. We went down Prime to look at it to make certain it was the colors she wanted. The next morning we went to Manchester to close the sale when the vehicle was brought in, she picked it up within hours. So. Prime lost three sales and more because our stepson will be in the market for a Legacy Ltd with a few months. I am dissapointed that I couldn't, with any sense of confidence, make prime my home dealership, especial given is proximity to where I live. Is also sad to observe a person like Dave trying to build his brand while employees undermine his efforts. I More

Excellent from start to finish This was my first new car that is all mine. However, I came knowing what I wanted. The sales staff and especially Danny Carlo treated me very well. This was my first new car that is all mine. However, I came knowing what I wanted. The sales staff and especially Danny Carlo treated me very well. He went over all of my options and tolerated my hesitation. He went over and above to even get me the color I wanted. Between that and the reasonable price I could not be happier. More

From xxxx It started off fantastic. They helped my wife find the exact car they wanted and the perfect trade in price for her car at Prime Subaru in Hudson. Aft It started off fantastic. They helped my wife find the exact car they wanted and the perfect trade in price for her car at Prime Subaru in Hudson. After that everything went to xxxx. The door gasket on the back driver side door was hanging off so they agreed to fix it. Went to pick up the car and it wasn't fixed. No biggie, went in to ask someone what we could do and I got "I really had nothing to do with this, but you should probably run back to the service department and try to convince them to stay." I SHOULD!!!!! TRY TO CONVINCE THEM!!! I got to the service department to ask what happened and if they could fix it. I am told by the person behind the desk that "we were told the wrong door". If someone tells you something is "falling off" and it's not where they told you it was why I'm Gods name don't you look for it! I ask the guy if I could pull it around and have them fix it and the reply is "well it's Friday and we leave at 5 (it's not 5 yet) so you will have to make an appointment". I could not believe that this was the service we received. It's a door gasket and they failed to fix it in the first place, show some effort! So my wife made the arrangements because I couldn't talk to this person anymore because of how angry I was. She brings the car in and 2.5 hours after her appointment someone walks up and asks if she is waiting for something!!!!! They never checked her in and did not know who the car belonged to. When you mess something up and a second chance is given it should be handled with kid gloves. So I received a survey in which I detailed the experience and within minutes I got a reply from the GM asking what it was he could do to make this right. He offered my wife a remote start and we accepted. She took it in, got it done, brought it home AND IT DIDNT EVEN WORK!! They had to change a bad part out in the parking lot at her job. I emailed to GM again about how his service department needed two try's to get it right again. All apologetic again asks what he can do. I tell him after much talking I decide to give them a shot with my truck. I wanted out of the payments and a little better gas mileage. Got me a car, washed out my truck and everything was fine. Yet again things needed fixing. An appointment is made and my car is brought in. No mention of how long it will take. They called my wife the next day saying they need to keep it another night. When I talked with the service guy, he explained how he was under the impression that the job was going to be done in house but it was instead sent out. This was just for one of the problems. When I finally picked it up a week later I discovered that out of 4 problems only the one that was sent out to get fixed was completed! I alerted them to the problem and demanded that the service manager calls me. He called and tried to convince me to give them a second chance. HA! Second chance! Try 4th chance. Again alerted the GM the service department had not improved at all. He says he will call again. I received no call from him. I decided to let them try again to finish the job they started. It took 4 days and they said they may need to replace my entire headliner. Now I'm stuck because my wife's car has an electrical issue, I purchased an extended warranty and don't know if i can even bring my car anywhere else because I will never bring my car back to this service department. I wish I had my truck back. I wish I never dealt with this dealership. I wish I wasn't paying for a warranty that I can't use. Every time I look at our cars it is just a glaring remainder of this Problem. Makes me sick. More

Right Car, Right Price I had been shopping around for a 2016 Legacy for a couple of weeks...seems to be a popular car because area dealers' inventory seemed low. Anyways, I I had been shopping around for a 2016 Legacy for a couple of weeks...seems to be a popular car because area dealers' inventory seemed low. Anyways, I was happy to find the color and options that I wanted and was able to get a good price on my trade and a fair price on the purchase. The process was easy and would buy from Prime again. I appreciated the no games or gimmicks, just straight forward info from Charlie. More