TWO ATTEMPTS TO PURCHASE OUTBACK IN 13 MONTHS---FAIL
Just over a year ago I went to Roberts Subaru in Downingtown, PA to begin the process of purchasing a new Subaru Outback to replace our 2002 Acura MDX
Just over a year ago I went to Roberts Subaru in Downingtown, PA to begin the process of purchasing a new Subaru Outback to replace our 2002 Acura MDX, which at that time had over 155,000 miles on it. My husband and I had done extensive research online about the Subaru Outback and knew the model, color and features that we wanted. We were originally planning to pay cash for the car, though later began to consider taking out a loan as Subaru was offering a great promotional rate on financing. As my time is more flexible than my husband’s, I was doing this legwork on my own with his blessing.
As I parked outside the dealership, Dave Paisley came out to meet me. Thus began the absolute worst car buying experience of my life….. actually we never did buy a car, and we still haven’t done so as the experience with Roberts Subaru was so distasteful to us that we just lost interest.
I met with Dave and told him what my husband and I were looking for, looked at the models on the floor, then waited while he went to see if anything in their inventory could meet our needs. He came back saying that while they didn’t have the particular car we wanted sitting in the lot at Roberts Automall, he felt sure that he could find the car we wanted if given a little time. This was fine as I wanted to schedule a test drive of the car with a 3.6 engine, so I set that up with Dave. (I had never driven a Subaru of any kind before.)
When the test drive happened in the next day or two, Dave wouldn’t let me take the car on the highway even though I was specifically trying to see whether I would be happy with the acceleration, noise, etc. of the car in a highway situation. After the drive we went back to the dealership to talk price, definite availability of a car, etc. My next disappointment came when Dave said that we wouldn’t be able to get a trailer hitch thru Subaru for the car, he said they wouldn’t be available until the summer and said even after that we should just get an aftermarket one rather than get one from Subaru when available.
Putting the trailer hitch accessory aside, I was anxious to hear the price of the car with the other options I’d requested. Dave kept leaving to go talk with his manager Greg, and after a while I began to wonder what I was waiting for. Dave eventually said a couple of cars had been located, that his manager needed to make the final arrangements, and we made plans to meet the next afternoon (Thursday, 3/7/13) to hopefully finalize the purchase of our new car.
Before I took another few hours off to facilitate this, I emailed Dave on Thursday morning to make sure that he would be ready for me on Thursday afternoon. He assured me that he would be ready.
However, when I arrived at the dealership on Thursday, 3/7/13, Dave had absolutely nothing prepared for me. As we talked he let me know that in spite of his prior assurances that they had located a couple of different vehicles that would work for us, they had nothing. Dave and his manager Greg got busy on the phones to locate a car. Eventually it sounded like there was definitely a car for us at another Subaru dealership nearby, Dave and Greg both said that final arrangements would need to be made but they sounded very encouraging. They asked me for a $500 deposit which I gave them. My family was planning a trip out of state for the weekend (at this point it was Thursday afternoon) and I told them it would be pretty exciting to have a new car to drive on the trip. Both Dave and Greg sounded optimistic that it would happen. Both Dave and Greg promised to call me either later on Thursday evening or early on Friday morning to let me know for sure.
We were leaving to drive out of state mid-afternoon on Friday. By noon on Friday 3/8/13 no one from Roberts Subaru had called me. I called them myself and found that Dave was off that day and Greg was not available. Eventually Greg returned my call and said that Mrs. Rafferty of Rafferty Subaru was driving the car he thought he was getting for us, and we couldn’t very well take her car away from her, could we? I was livid that both Dave and Greg had now apparently lied several different times about having an actual car available for us to buy, and both Dave and Greg had gone back on their promise to call me on Friday morning with an update. I told Greg that I wanted to stop by on our way out of town and pick up the deposit check I had left, and he said he would have it ready for me.
A few minutes later Greg called me back to say that I couldn’t pick up my check as it had already been deposited, and furthermore unless I could produce proof that the check had cleared my bank account they wouldn’t be able to return my $500 for at least 10 days.
By the following Tuesday 3/12/13 I was able to fax proof of our check being cashed, I picked up a refund check, and sent emails to both Dave and Greg to let them know how disappointing my experience had been. Both apologized but neither seemed sincere. Greg offered to “make it up to us” if we would give the dealership another chance. So now, after a year has gone by, we are starting to consider trying this again. We still think we may want to buy a Subaru Outback, but we also wanted to let you know of our horrible experience in hopes that it will not happen again.