Visited the dealership on New Year's Eve looking to buy a Outback. Talked with Don the salesman, who was kind and informative. We decided to move forward to talking numbers after I selected the car I wanted to purchase, and when I presented him with an email from another Subaru dealership showing the same model car for less money, we came to a deal that Suburban Subaru would match the price. We shook hands and he was going to get the ball rolling. I told my two boys that Daddy was getting the car that he loved, and everyone was excited. However, Issac, the sales manager, who has been doing this for 20 years (he constantly mentioned that), told me that they could not honor the deal and that Don never actually told me the deal was done. This was embarrassing, infuriating, and dishonest. This sales manager, in front of my children, was saying, not in so many words, that I was lying and I never reached a deal with Don because he does not have the authority to do that. Meanwhile, I am looking at the desk where the deal was done, and see an award that states"Salesman of the Year."
Under my limited experience, I feel when a salesman reaches a deal with a customer, even if the salesman does not have the authority to do so, the company he works for should honor the deal. This was the worst negotiating experience of my life, and I would urge every potential customer to make sure they are aware of my experience before walking through Suburban Subaru's doors. Thank you and I hope this helps.