Paul Miller Subaru

Great Car Maker, Typical and Terrible Buying Experience I was having a difficult time with deciding two or three stars and decided on three because the employees at Paul Miller are simply following a script I was having a difficult time with deciding two or three stars and decided on three because the employees at Paul Miller are simply following a script and using the training they receive to work with customers. That's where the 3 Stars comes from. Otherwise, the training and the experience and the dealership and the buying experience gets two. Friendliness I would have given 5 Stars but the scripted professionalism was thick and heavy. My biggest observation is the amount of time that was sucked out of my life to purchase a used car. 3 hours from walking in the door to test driving 2 vehicles and wrap up financing. More than half that time spent in the waiting area! Please know this was with no haggling over the price of the car, which was average for year, mileage and options, or haggling over the remote start and installation or the outrageous fee to fill tires with Nitro Fill. I honestly told myself for the last item, "It's The Season of Giving, Merry Christmas Ingram". My concern with recommending this dealership came on the night of picking the car up. With a 5:00 Appointment I arrived 10 minutes early, After checking with the receptionist twice and 8 minutes before I was going to leave the dealership (even though they had 10% of my deposit), Carlos, my guide through finance came to me. This was after 1.75 hours of waiting to provide the other 20% of my deposit and collect the car. With an appointment to give the dealer money I waited 1.75 hours! That is disrespectful and inconsiderate! What is a warranty claim going to be like!?! During my wait, I did get introduced to the remote start and confirmed the windshield was cracked in at least one place that I could see in the dark. Ultimately the dealership is repairing the windshield and I hope to take position of the vehicle tonight. Yes, I put my trust in the Paul Miller name to make this right. More reasoning not knowing that I will recommend this dealership is this; before inviting me for the final walk around, the finance department wanted to collect the reminder of the deposit and sign a few more papers. Unacceptable and I found this to be more like swindling than salesmanship, especially after my finance guide left the room only for another to come in and state that he was there to count the money. He immediately obliged when I expressed that we were not at that point yet. Paperwork being reviewed was not signed, phone numbers were incorrect, options and "we owes" were opaque and hard to understand without questioning and for a place of business that does this everyday to make these simply over-sites leaves me less than confident. Along the way, with pre-approvals in my pocket, the representative from finance department went out of his way to stroke my ego and tel me how good at bargaining I was. Hogwash, the dealership simply matched the best financing offer I already had but the classic stroking and getting the client , me, to say yes with close ended questions is old and stale and rather insulting. I spent six weeks watching the local used car market and Subaru's move fast. As a buyer, keep that in mind because in the used car market, a better deal always comes along and being treated with respect and dignity should take priority over the desire for the car. More

Worst customer service experience I have had in my life This is actually a log that I decided to keep about my experience so it is authentic and accurate. I made plans at the beginning of the week to pi This is actually a log that I decided to keep about my experience so it is authentic and accurate. I made plans at the beginning of the week to pick up my 2019 Subaru Crosstrek. I was working with Anton, who although was not as punctual or as communicative as I would have liked during the online interaction, he was very knowledgable and personable when I met him and I would recommend him. When we arrived Friday August 31 at 5:35pm, we were greeted and presented with a 20-25 minute wait until we were able to see Anton to begin the process. Anton checked off the boxes and walked us through things that were not necessarily relevant to us, but we listened. Once we got to Jeremy the Finance Manager, this is where things fell apart for me, he rushed us through the process, he didn't properly explain things, and at this point it had already been over an hour so I was tired and not as actively engaging as I could have been to counter this sales whirlwind that we encountered. Ultimately, I feel like I did end up paying more for the car than if I went elsewhere due to added costs, etc. The warranty for the crosstrek was on the more expensive side from what I have seen online, $2500 for a 4 year extended bumper to bumper warranty. In the end the car ended up costing around $32,000 after taxes and fees, etc. This was off the sticker price of $25,700. Additionally, I put $14,000 down on the car payment, AND had to borrow the other $16,000 via finance, Paul Miller charged 10% finance charge which is absolutely criminal, and immediately I regret going here versus getting a BoA loan for a lesser interest rate (as of today it is 3.09% versus the finance rate of 3.49%) and another dealer. This is just my personal account, so it may be different for you. So within 24 hours of acquiring the new vehicle, and after we were told that it would be inspected prior to pick up (and I imagine by Subaru itself), my fiance noticed that the heated seats were not working at all, no light, no heat. So I notified Subaru of this, they couldn't do maintenance for a week since I would need a loaner. I made the appointment. During this time, Sharon Coppola got in touch with me asking about my experience (draw your own conclusions from above) and I let her know, through her pleasant, and lengthy emails, she apologized and kept asking what they can do for you, now I work in customer service and this is the part where you should insert a coping mechanism to placate the customer, whether something free, or provide as much info as possible, etc. I have not really received this at this time, but I was able to call Subaru customer service and get a case number to verify that there will be no added cost to me as expected, during this phone call the dealer actually called and confirmed this with me as well. Paul Miller did have a really good service department and the experience turned out well. In fact the service department is the only thing that I like about Paul Miller at all which is probably good because they will be the ones I see from here on out. The gentleman by the name of Joe is great, he is confident and reassuring and I felt comfortable working with him to get my car repaired. They fixed the fuse for the heated seats, and they plugged a nail in the tire (which I apparently picked up on a drive home from work unfortunatley). Overall I had an easy time getting a rental and getting my tire and fuse repaired, and it was done within 24 hours! Overall, I think I should have shopped around more, the initial negotiated price is really just a front and dealers are not required by law, though there is legislation in play at this time, to let you know what the finance charges are, and extra fees, etc. I would recommend shopping around more, and not going by just the price as there are many hidden charges to buying a new car that you should be aware of, and unfortunately, I thought I was prepared, but I was not and now I need to pay off this loan and be done with this experience. To make an awful situation even worse, I recently hit 4,000 miles on my car and decided to take advantage of my free oil change and car wash. After I went to the appointment, they asked if I wanted a car wash to which I accepted, 25 minutes went buy which seemed very odd for a simple automated car wash. Finally I got my car and it was wedged in between some other vehicles. I got in and left didn't think to inspect. 20 minutes later, I decided to get pizza only to come out to my car and then notice the damage that was incurred while at the dealership during my oil change or car wash, immediately, I was angry and called the dealership, at first the manager, Steve, tried to test my limits and place blame on me, which would be impossible since my car was surrounded by air the entire time after leaving the dealership. Finally accepting ownership for the damage they caused, they currently have my car at their auto-body department and I'm waiting it's return. This has hands down been the worst customer service experience through and through that I have ever experienced and there have been many bad experiences. My biggest regret is not going with the family dealership at Wayne Subaru, and going with the bottom line price which enticed me. Price is not everything, when you factor in finance fees and experience, and repairs (FML), then you are really paying a lot more in money in time. More