Liberty Subaru

Liberty Subaru responded

We know it can get confusing with all the Dan's here! We are so happy to hear how smooth your experience went with our staff, and we hope that you are enjoying your new car! We thank you for recommending us, and look forward to seeing you back for the next one. Thank you for your review, we appreciate the feedback!

Liberty Subaru responded

We hope you are enjoying your 4th purchase, and appreciate your customer loyalty! We are so happy to hear Jeff has been able to assist you with all your questions, and we appreciate you recommending him and our dealership! We appreciate the feedback, and hope to see you back for the forth!

Liberty Subaru responded

Hello, Not Happy...thank you for taking the time to leave feedback on your experience. You'll have to forgive me for not being able to figure out who you are given the name and description of your issue, but you didn't give me a lot to go on, so I'll have to respond less specifically than I'd like to! We do have security cameras throughout our property, both inside of our facilities and out. Depending on the type of damage we're looking for (door ding, scratch, etc.), the security camera recordings can be inconclusive. In such a case, we'll review the recording and follow a car from the time a customer drives it onto our property, through the service process, until the customer drives it away, looking for a cause of the damage that a customer has brought to our attention (many times, parking lot damage is caused by other customers!). In this case, it sounds like Bob did not agree that the damage occurred while your car was in our care but went ahead and fixed it anyway. That being the case, I'm guessing you're someone we see regularly, as Bob has been known to do that for our good customers on a goodwill basis. Finally, I'd like to address the most disturbing part of your comments. Your statement that "Bob is a liar & not to be trusted" is very serious. His track record over the past 38 years at Liberty Subaru would indicate otherwise. Many of our repeat customers are repeat customers because of Bob and his Service Department...if your characterization were accurate, this would never be the case. I feel badly that you disagreed with Bob's assessment of your claim and his goodwill repair of the damage you brought to his attention, but to defame him (or anyone) from behind the curtain of anonymity that the internet provides is unacceptable. I see you also gave Ed (who presumably sold you your car) and Tom (who presumably prepared your paperwork when you purchased your car) poor ratings. Your review doesn't make clear how they're connected at all with the situation described in your review, or why they deserve low marks. In this case, it's clear that we fell short of your expectations, and I feel badly about that...we take these reviews very seriously. Each time we fail to meet a customer's expectations, we use it as an opportunity to grow, but that only happens when customers take the time to let us know, so I appreciate the fact that you took the time to do so.

Liberty Subaru responded

We are so happy to hear you are enjoying your new ride, and had such a great experience with Dan! If you have any further questions about the car, please don't hesitate to give us a call. We appreciate your review, and hope to see you back again!

Liberty Subaru responded

Thank you for taking the time to leave a review, we are so pleased to hear you are happy with your new car! If you have any questions please give us a call, we hope to see you back again!

Liberty Subaru responded

We are so happy to hear you love your Subaru, and had such a great experience with Dan! We thank you for recommending Dan and our dealership, and we hope to see you back for your next one! Thank you for your review, we appreciate the feedback!

Liberty Subaru responded

We hope you are enjoying your new car, and happy that you had a pressure free experience! Please give us a call if you have any questions, we thank you for your review!

Liberty Subaru responded

We hope you are enjoying your brand new WRX, the blue pearl is a great color choice! We are so happy to hear you had an excellent experience with our staff, and are here if you have any further questions. Thank you for recommending us, we appreciate your review!

Liberty Subaru responded

Hello, Stephen...thank you for taking the time to leave us feedback on your experience. I would like to clarify some of the points in your review. Regarding what you describe as a "misunderstanding" over your state motor vehicle fees...at Liberty Subaru, any fees associated with title, registration, etc. are never included. The reason we don't "include" these fees is because they're slightly different depending on each case. Since it is illegal for a dealer to profit from these state fees, we find the better way to do it is for us to handle all of the motor vehicle work for our customers, pay the bill on their behalf, and have those fees reimbursed when our customers pick up their registration, plates, title, etc. That way, the cost is the same whether you stand in line at motor vehicle or we do it for you, except for the $8.30 handling charge. I've never had a customer feel that an afternoon at motor vehicle is worth saving the $8.30! In an effort to make sure that our customers understand that motor vehicle is a separate transaction, we've done two things. First, if you look at your buyers order, you'll notice that the first signature box under the total price for the car says: "Title/Registration Fees: Subsequent to delivery of the vehicle, Dealer will invoice Customer for the actual costs of titling and registering the vehicle. Customer agrees to pay the charges." Your signature appears right under that statement. Even with this separate signature box, some of our customers still didn't realize that they would have to pay their motor vehicle charges when they picked up their plates and/or registration. In an effort to further notify our customers of this, we added another document to the delivery package. This separate document states: "Liberty Subaru will perform all Motor Vehicle work pertaining to the purchase of your vehicle. We do not estimate Motor Vehicle charges and the cost of your temporary registration, permanent registration, title, and license plates are not part of your buyers order. I understand that when the permanent registration is received by the dealership I will receive a receipt detailing the charges associated with this transaction and I agree to reimburse Liberty Subaru for this transaction performed on my behalf." You signed this document when you picked up your new car. While I feel badly that you were under the impression that your motor vehicle fees were included, I feel that with these two signed documents, we made a reasonable attempt to be up front and avoid any confusion. To be clear...the sunshade and detail kit you received were not compensation for any misunderstanding. They were a compromise between the items that you demanded in exchange for a good survey and what we were willing to provide. As far as Dan being "conveniently MIA" when you picked up your plates, our work schedule provides all of our sales professionals one full day and two half days off during the week...it's not uncommon for customers to pick up their plates while their salesperson is off. In that instance, I'm confident that one of our other professionals took care of putting your plates on your new car for you. I hope you're enjoying your new BRZ, and hope to see you soon for your complimentary first service.

Liberty Subaru responded

We are so happy to hear about your great car buying experience with Brian , and we hope you are enjoying your new car. Please give us a call if you have any questions, we hope to see you back again!