It’s truly one of the worst feelings having to write a review like this, but if I can prevent others from experiencing what we have then I absolutely will. At first we thought we had made the best decision picking Johnson Subaru as the dealership we wanted everything to take place at (we live a hour away and could have easily gone to Cross Creek Subaru which is less than 30mins from us). Our sales rep was Jake, he greeted us and spoke to us like we’ve known each other forever, didn’t even attempt to pressure us or rush us...which was absolutely amazing, and honestly he has legitimately been the only person throughout all of this to be incredible. The GM (Ryan) even came out and talked with us for a couple of minutes which is again why we thought we made the best choice. We knew we wanted a 2020 White STI, there were a few at surrounding dealerships but Johnson didn’t have one; so they did a dealer trade. That wouldn’t have been a big deal if we would have been made aware of the fact that the STI was going to be driven over 168 miles PRIOR to the event taking place and more than 2-3 days before we purchase the vehicle. Fast forward to the purchase day, we seen Ryan (the GM) for literally less than 2mins, and all he came to speak to us about was money. Once we obtained the vehicle and got home we realized there was damage to the front bumper and that the car had been eaten in (have to love melted chocolate and crumbs in a brand new car). Thankfully we had a photo taken of us with the car prior to leaving the dealership and it clearly reflected the damage. When we went back to the dealership to speak with the GM, it was obvious our situation wasn’t going to be taken seriously. We sat in the show room and spoke, we were told “I’m sorry and take full responsibility for the damages and will get it detailed and fixed for you” but the biggest thing was the statement that shortly followed from the GM “people treat things differently when it’s not theirs”. That statement in itself answered every question we possibly had. Ryan made us feel as though they did us a favor by having the car driven to the dealership (when in reality we know it could have been brought in from a flatbed, or better yet we could have been contacted prior to someone driving it and at that point we would have explained we weren’t ok with that), and that they are detailing the car again and fixing the bumper. You’re right...you fixed the damages that were directly caused by your negligence to a what was supposed to be a brand new vehicle. I even reached out to the regional manager after feeling as though our situation was a joke to them. The regional manager was no different, I was told again “what else do you want us to do, we’ve detailed it again and fixed the damages to the front”. Are you kidding me! You’ve done NOTHING for me, you’ve offered me NOTHING, you’ve only fixed what YOU caused. It’s absolutely horrible that I’ve been in a loaner for a week and haven’t even made the first payment on what was supposed to be a brand new car. Not to mention their finance department is something else....I e-mailed Julia 13 days ago letting her know a check had cleared, yesterday I was called back to back twice and so was my husband, then we were both sent text messages and a email from Julia. She said “hey it’s Julia from Johnson. When will you be bringing in the 1000”. Are you freaking kidding me! 13 days! I emailed you 13 days ago and you found it in your junk folder AFTER I told you I emailed you, when you specifically told us that emailing you is the best way to reach you and we did exactly that. At that point it should have fallen on you because we did what was asked of us.
PLEASE PLEASE PLEASE consider going to another Subaru dealership prior to coming here, I don’t wish my experiences upon anyone. This isn’t what Subaru is or what Subaru stands by.