Sunset Hills Subaru - St Louis

Rude and very unhelpful !!! I have had to deal with this poor excuse for a service department on 3 occasions, 2 for things that were under warranty. They do want to cover items I have had to deal with this poor excuse for a service department on 3 occasions, 2 for things that were under warranty. They do want to cover items under warranty, I had to go some where else several miles from my home. I do not recommend this service center to anyone, which makes me question their whole operation. More

Very rude and changed the price on us!! My wife and I were purchasing through the Costco auto program which is supposed to be no-hassle pricing. I listed out all of our requested features i My wife and I were purchasing through the Costco auto program which is supposed to be no-hassle pricing. I listed out all of our requested features in email to Carl, our sales rep, and he quoted me back our price. Before purchasing the vehicle, we wanted to test drive it (as anyone would), only the vehicle with the features we requested was sitting in front of our local Costco as their display model. Carl made it VERY evident that it would be a pain in his rear for us to test drive the vehicle sitting in front of Costco. I suggested we test drive a similarly equipped model, however one was not available, so we pressed with the test drive of the "Costco" model. Right before test driving the vehicle, Carl changed the price stating he forgot to include several of our requested features on his original quote. He refused to work with us on the price change. When I told him I would be bringing this matter to Costco customer service, he stated very irately "do what you have to do!" and hung up the phone on us... The concept of a making a "deal" and sticking to it is lost on this dealership, and customer service is a very low priority. I highly recommend ANY other Subaru dealership in the St Louis area. More

we took our car in for some warranty work due to broken seat belt latch, various warning lights flashing and the navigation locking up to the point you have to turn the car off to reset the touch screen. t seat belt latch, various warning lights flashing and the navigation locking up to the point you have to turn the car off to reset the touch screen. the service lady, who was very nice, went through the typical procedure of getting my info. i explain the problems and off i went to watch some tube. a couple of hours later i walked up to the counter and asked for an update. i was told that they were done and discussed how they had to re-flash codes po128 and a14. i asked why and was told that they dint know. he looked at me again and said it just needed a re-flash??? ok. lol. i guess il have to wait on the seat buckle part, no biggie. now, the problems begin, the dreaded locking up of the nav discussion. i was told nothing was wrong with the nav and that they couldnt reconstruct the navi freezing ...so i asked for someone to come out so i can show them. he said fine but wasnt happy about it and mumbled something under his breath while flinging the service entry door open and walking all fast to the car and slams the door all disgruntled. i was kinda shocked and uncomfortable by how juvenile he was acting. i started the car and turned the navi on...sure enough, as i push a find button it locks up having to turn the car off. i said it worries me that you guys said you looked at the navi and couldnt reconstruct but soon as i get out there and push a button it freezes just like i said. again, he told me that they test drove it. the discussion was going nowhere and was finally sick of his attitude so i asked for his boss, which was the owner, and told him about how i wasnt happy with his employees acting like that toward a customer who simply was taking his car in to have warranty work. anyway, long story short , the owner said i dint explain the problem correctly and that caused miscommunication. he ended up threatening to kick me out for no reason. i told him if he acted like this that i dint want his dealership to work on my car. i smiled, shook his hand and left. this should of been an easy transaction...a simple wait and fix kind of thing but turned into something like car lot rescue episode! o ya, the mileage when i took it in was27278 and when i left was 27278! so this proves that they dint look at the navi correctly... for whatever reason. i will never go back and your experience will be dif, but all i can do is tell you my experience that i had. i wasnt really upset about not diagnosing the nav but how they acted unprofessional when confronted on it. i can see the worker acting unprofessional , but not the owner! now, for some of the things i did like to be fair. i did like how it was clean and seemed to be very busy. the sales manager guy was very nice when i talked to him and seemed to care. he stood up, greeted me with a smile and shook my hand asking me if i could be helped. i started telling him the problem and thats when the owner, joe, came in all defensive.(god i wish i would of had a spy camera!!!!) you guys would of pooped your pants. i guess the owner was having a bad day. i wouldnt recommend the service, but have no idea on buying or financing a vehicle. good luck! p.s.. i will be writing a letter to the BBB on how they did not perform the work as stated More

Not often does one have the opportunity to have every Not often does one have the opportunity to have every aspect of something go exactly right. I have to absolutely take my hat off to the Cost Not often does one have the opportunity to have every aspect of something go exactly right. I have to absolutely take my hat off to the Costco Car buying program and the Webster Groves Subaru dealership. Not only had the Costco Connection given us the dealerships within the program they could not have made a better choice than Webster Groves Subaru as one of their representatives. An after hours short visit to a dealership on our way home the previous day and a few telephone conversations with 2 local Subaru dealerships the decision was made to explore the Costco connection as a first choice and we are sure glad we did. Webster Groves Subaru could not have done a better job of allowing us the opportunity to view and decide which automobile would best suit our needs. Our Toyota Prius was an exceptionally good automobile and we were not sure if we wanted to let it go. After viewing several models, Carl our sales representative drove up in an Cypress Green Outback and that was it. One quick glance inside and the decision was made. This next words were “this is it” we did not even test drive it, we knew it when we saw it. Our previous experience and faith in the Subaru line of automobiles precluded a test drive, we knew we liked it and would be quite happy. It is hard to express how satisfied we are with our whole automobile purchase experience We cannot hardly wait to load up the Kayaks and head out west. We owe this satisfaction to the Costco Car buying program and the excellent personnel at Webster Groves Subaru. More

I actually have 3 bad experiences with this dealership but they are the only Subaru dealer close to me so I kept going back thinking it would change. WRONG! I saw a used Forester on their website and we but they are the only Subaru dealer close to me so I kept going back thinking it would change. WRONG! I saw a used Forester on their website and went by after work to look at it and most likely purchase. When I pulled up the salesman was already in his car pulling out of the lot. It was nearly a half hour before closing time. He rolled his window down and asked if he could help. I told him I was interested in buying a car. He parked and reluctantly went back in the dealership to retrieve the keys. We took an extremely short test drive since it was late. we got back and I was interested in at least holding the car until the next day. He brought out the sales folder and told me the car had been bought at that dealership and maintained there. It was single owner vehicle owned by a woman. I asked him if the timing belt had been changed specifically knowing the boxer motors need that done around 90k, this one had 120k. He said i am sure of it. The car was priced on the high end of blue book so I asked for any type of reduction based on it being used and had some slight body damage, mostly scratches in the paint, a cat scratch on the hood, scuffs on both bumpers and scratches in the rear hatch. They barely came down at all claiming the forester was in high demand and they had other people interested in it. Keep in mind this is the 4th vehicle I had shopped at this dealer ship for and 2 others were my mother and my friend at work who I brought to the dealership previously to buy their Subarus. Oh Yeah They never gave me my referral bonus, even for my moms new 09 Forester purchase... more shadiness. Anyhow, i reluctantly bought the car I came to see and immediately had some mechanical issues. the brakes were pulsating and there were rubbing noise coming from the rear suspension when turning and the rear struts or upper strut bushings were squeaking over every bump. They said the brakes were a wear part and not covered on used vehicles, the claimed the rubbing and squeaking was a heat shield rubbing on the rear drive shaft and claimed they reattached it. I pulled out of the dealer and the same strut squeak was there one left and one right onto the highway and it was still making the rubbing noise. I step on the brakes getting off at my exit and the wheel is shimmying like crazy. I am disgusted in my new subaru purchase. but hey its a used car and they rope doped me. I fixed the brakes myself, never could find any rub marks on the heat shield they claimed they fixed and I bought an entire new set up struts and springs for the car to be installed at a later date. Well i never got around to it because the timing belt they claimed was serviced broke and the valves hit the pistons and now it needs a new motor. the great thing is 5 months in I still owe 3 more years and the car is barely blue booking at what the motor will cost to fix. I feel sick to my stomach that I ever even bought this car from Webster Groves Subaru. Based on my other very bad experiences with sales, lack of follow through with new car sales, disrespect and lack of help from the service dept and now a catastrophic failure within my first 6 months of ownership... PLEASE SHOOT ME NOW! I WILL NEVER RETURN TO WEBSTER GROVES SUBARU OR RECOMMEND THEM FOR ANY SEVICE. More

My 2008 impreza needed a new cabin air filter because it has not been replaced in a while. I stopped by the dealership thinking that out of all parts stores they will have it. Customer service was good, I w has not been replaced in a while. I stopped by the dealership thinking that out of all parts stores they will have it. Customer service was good, I was greeted upon entry and had a good experience while inside the dealership. The down side of the experience? they sold me the wrong part. The filter that i was given is meant for outback not impreza. The filter sold to me by the dealer was too small and did not fit and upon further research i discovered it was meant for outback. Upon returning the filter i was charged 20% restocking fee even though it was a wrong part. I end up finding the wright part at NAPA for half the price. I do not recommend this dealership for parts at all. More

I went to this dealer with my brother looking for a car for our mother, particularly a used Trooper that was on their second lot (they have two about half a mile apart). We arrived about half hour before c for our mother, particularly a used Trooper that was on their second lot (they have two about half a mile apart). We arrived about half hour before close to the second lot. There was an older salesman in the office. He appeared to be just sitting there. Within moments of realizing that we might want help, he literally got up, walked outside to a car, got in, and drove off. I was astounded. I guess he assumed that anyone coming at that point in time wasn't a serious buyer. I was ready to leave after that, but my brother talked me into going to the main lot. A larger salesman came out to greet us. We told him we were interested in the Trooper. He went back inside and came out with a list of all the used cars on the lot. Ignoring our interest in the trooper, he promptly walked us to a low-milage used Subaru...that looked like it had been side-swiped by a garbage truck. I'm talking several thousand dollars in body damage to the rear bumper, quarter panel, and door. I just looked at my brother in disbelief, and was again ready to blow this place off, but my brother remained collected. He suggested to the salesman that we proceed to the Trooper, but the salesman said it was closing time. I looked at my watch and it was 15 minutes before their listed closing time. Granted, 15 minutes is not time enough to buy a car, but it is time enough to smell, test-drive, and consider a car. (30 minutes is even more time to do those things, but that option was ruined by the first salesman.) He asked when we could come back. I walked away and I'm not sure what my brother said. Obviously, we bought from a different dealer. For being a small dealer in a nice neighborhood selling a car brand that typically appeals to loyalists, I'm surprised at the poor quality of salesmen Webster Groves Subaru employs. Very disappointing. More

This is my nearest Subaru dealer (45 miles from my home), but I had an issue that nearby shops weren't sure about dealing with (torque binding). The fact that a loaner was there when I dropped it off (as ar but I had an issue that nearby shops weren't sure about dealing with (torque binding). The fact that a loaner was there when I dropped it off (as arranged) was a plus. The fact that they said they had it fixed by replacing drive belts instead of touching the transfer coupling area surprised me. The "you're an idiot" look I got when I asked if they were sure they'd gotten the issue fixed raised my blood pressure a bit ... but for their shop rate and expertise, if they had fixed the issue, I would have taken it in stride and been happy to be done with them. I even asked about the "everything's fine until the car has been warmed up and driven for 10-15 miles at speed" symptom I had described when I dropped the car off. Yes, the car still has the same problem. The additional 2000$ of work they offered to do might even have been taken in stride, if they had fixed the problem I was in the shop for. All taken together, a very poor performance, by a staff that fell somewhere between deadpan and rude (except the cashier, who was pleasant and helpful .. Thanks for that!) More

Incompetent, rude, accusatory, deceptive, uncommunicative, unresponsive. i brought in my 2001 rodeo for some emissions repairs, only to have the repairs done by someone not recognized as a q uncommunicative, unresponsive. i brought in my 2001 rodeo for some emissions repairs, only to have the repairs done by someone not recognized as a qualified emissions technician. after the repairs, my car still won't pass inspection. i thought i'd be ok since i'd spent enough money to claim an emissions waiver from the state. but when i showed up to have them sign the waiver, they'd never heard of such a thing. then they told me the repair was done by someone not recognized by the state as an emissions technician. they do have a recognized emission tech, but he didn't do my repair. when i complained about this obvious oversight, i was accused of asking someone to lie to the state of missouri, even though i specifically stated (many times) that i only wanted them to do what they could without breaking the law, or even their own consciences. the way they were taking turns walking past me and launching insults, and later raised their voices at me, i feel that i'm in physical danger if i return. i spent more than $500 on absolutely nothing. More

We had decided on a Subaru Outback and visited a few other dealerships to test drive and begin initial car-buying conversations. We did not have good experiences - typical circus you expect from a deale other dealerships to test drive and begin initial car-buying conversations. We did not have good experiences - typical circus you expect from a dealer. We were determined to buy our car this past weekend and started with Webster Groves Subaru. They had the car we wanted on the lot and we test drove it. Our sales rep asked us if we were ready to buy or discuss buying (no pressure! I loved it) and after we replied yes - we talked about price. He asked us to name a fair price with our trade-in included and he'd see what they could do (of course you are always afraid to name the actual price you would pay, if the typical circus begins you will never get to that price, right?) We decided to trust him and we named the TMV we had seen for our vehicle based on the features, minus the trade-in for our car - fair for us and the dealer. Then we were filling out paperwork. I asked him when we were going to negotiate the price of the car and he said "we're done!! I really couldn't believe it. No haggling, no fighting, no back and forth with him in his "manager's" office. No pressure to buy car mats or other features. We got the car we wanted for the price we wanted and were home in 3 hours. I will definitely recommend this dealership to friends and hope to be back in the future to purchase our next car. More