Romano Subaru

Beware** Romano Subaru - As a customer, I was told to Beware** Romano Subaru - As a customer, I was told to “Leave!”, when I asked why they were over charging an 83 yr old woman $3,269.00 for a new ca Beware** Romano Subaru - As a customer, I was told to “Leave!”, when I asked why they were over charging an 83 yr old woman $3,269.00 for a new car! On 9/14/21 My For the second time that week, my 83 yr old mother asked me to drive from Rochester to Syracuse to help her purchase a new 2021 Subaru Crosstrak from Romano Subaru. My Dad passed away not long ago and she always depending on him for support with these kind of purchases. So I spent many hours calling around looking for her possibly “last car” and when asked to help of course I said “yes”… She had many, many questions about the cost of the car, the trade in value and so on, all of which I couldn’t answer right away. In general, there were two visits to RS (Romano Subaru) over the course of two days, one to see the car and the other to finish the “paper work”… on the 2nd day I asked the sales rep, for clarification on deal #83692, I was told the Dealership doesn’t have any obligation to disclose, in anyway, how they came up with the deal, (i.e. how much they would give her for the trade in and how much they would take off the new car and so on). So feeling a bit confused by the comment, not feeling good about the details as they were presented to us, no way I could comfort my mom’s inquiries and putting me in a position so I just couldn’t clearly recommend she should proceed with the purchase. So while the Sales rep and my mom were talking about the New Car details and how excited she was to get it, the color and so on… I excused myself waked across the show room floor, over to see the “Sales Manager”. He was in an office area (a glass booth in front of the show room floor), I knocked on the steel frame door and asked “could ask you a question about these numbers for my mom’s car?”, he slowly looked up from his desk and pensively said “yes…” next I pointed to to a few figures I had jotted down on the back of a folder, i.e information I found in the internet and wanted to see if I he could help me understand them better as it pertained to the deal. Note, before I could get my full question out of my mouth, the guy next to the Sale manager, in that same glassed in office area, starting interrupting me with comments about how “Kelly blue book wasn’t a correct source for information and couldn’t be used”. I then tried to respectfully restate my observations… (below). KBB - Kelly Blue Book KBB $27,996 New 2021 Subaru Crosstrek Premium package at fair market value. KBB $6,892 Used 2011 Subaru Foster, lowest package group and in fair condition from KBB.. Note - The car was in Much better shape, but for the purpose of this posting I grossly undervalued the trade in condition to just “fair” and fair market value. RS - Romano Subaru Note - I have the paperwork if anyone would like to see it. RS $29,944 New MSRP RS $5,544 Trade in offer. Math summary: The deal was over by more than $3,296.00 and I was very concerned they were taking advantage of my mom who didn’t completely understand what she was signing up for! Still at the SM’s desk, I was very surprised when the SM asked me if MY name was on the “deal”or not?, I said “no”, it’s my mom’s name and she’s in the other room across the show room floor”, he then in a RAISED voice said “then, I’m done talking with you!”, “get out, get out of my office!” “In fact get out of the building…leave”! Frustrated by that response, confused why the assistance manager was now telling me to “get out” and shouting me down.. in a defensive reaction “i asked the SM why you are being such a “xxxxx to me?!!” (Obviously I could have handled differently) So at this point I feel like he could have said something like… I’m sorry but I’m not the guy to need to talk to or let me help you get to someone who can… (obviously this could’ve handled another way) but no one likes to be treated rudely, by anyone at anytime and I felt like this guy was way out of line. I was escorted outside and told don’t come back in! While I was outside, the store owner stopped in the showroom and apparently talked directly to my mom, who was still in the sale’s rep’s cube and he said I was “outside” and everything was okay. (not sure what else was said I wasn’t there.) later on I asked the sales rep if the SM would come out of his office and apologize in front of my mom and I for his rude behavior (to make my mom feel better), but he said he wouldn’t because I called him a “xxxxx”. After the rest of the transaction was completed, mom got her new car and Romano never explained why they potentially over charged an 83yr old woman > $3,292.00 and why they did what they did to me. I have managed customer facing call centers, married for 30yrs, a father of two boys both Eagle Scouts, have been a little league manager for 8yrs and a Boy Scout Scout master for 40 boys in Fairport NY and have NEVER been treated that poorly. All I can say is… be very, very aware! More

Very courteous and enthusiastic service center. Great deal of follow up and follow through. Calls and texts keep you up to date throughout the service time cycle. deal of follow up and follow through. Calls and texts keep you up to date throughout the service time cycle. More

Wasn’t detailed very well covered in dog hair!! When I purchased my truck the dealership took my truck and filled the gas tank and I wasn’t left with only a quarter of a tank purchased my truck the dealership took my truck and filled the gas tank and I wasn’t left with only a quarter of a tank More

I didn't realize you got rid of your show up and get services .and I didn't expect to have break work at 11000 services .and I didn't expect to have break work at 11000 More

Very Poor Customer Service! We were in the process of purchasing a brand new Subaru Forester for my wife, as we bought our two previous Subaru's from Romano Subaru. We bought ou We were in the process of purchasing a brand new Subaru Forester for my wife, as we bought our two previous Subaru's from Romano Subaru. We bought our previous two vehicles from their because to be honest with you, we really liked our sales associate, who unfortunately no longer works there. I tried reaching out to the dealership several times, but no response. Obviously, they must not be too interested in selling brand new vehicles to repeat customers because I never heard anything back from them. However, that is more than okay because we found the exact vehicle we were looking for at a fair price for both our new vehicle and and our trade in but without all of the hassle! I was glad that were able to buy local this time and not have to deal with their General Manager again, Borzou Razmjou, who could really use some bedside manners! More