Daniel Rovelli | Page 70

Liberty Subaru responded

Hi there, We are excited to see you chose Liberty Subaru. Thanks for leaving this kind review. Please don't hesitate to reach out to us if there's anything more we can do!

Liberty Subaru responded

Thanks!, Reviews like this give us motivation and help us ensure we provide high-quality care. We're glad to hear we delivered such a great experience. If there's anything further we can do for you, we are happy to help! Thanks again.

Liberty Subaru responded

It is wonderful that Dan was so helpful in finding you a car! We understand that purchasing a vehicle is a large investment so it is our goal that you are 100% satisfied. Your recommendation means a lot to us and we are happy to have earned it. Thank you for taking the time to leave us your review, have a great day!

Liberty Subaru responded

Hello, Brian- Thank you for taking the time to tell us about your experience. Unfortunately, there are some important facts that you left out of your review that I would like to add in the interest of clarity for the people who will read it. You left out the fact that since you live a considerable distance from Liberty Subaru (200 miles, according to your email), all of this correspondence was done via email and phone. That being the case, we never had the opportunity to evaluate your BMW, and we never submitted the credit application that you sent. Here is why that is important: First, let's talk about your application for credit. You said in your review "they never inquired about credit!" You are correct, and that's because we take identity theft very seriously here. Before we submit an application for credit, we need to verify that you are who you say you are on the application, which is normally done when you're at the store and we're able to see you and your drivers license. Since you never actually came to Liberty Subaru, not only did we not have the opportunity to verify your ID, but the credit application you emailed us had someone else's information on it. That's a "Red Flag", and we definitely would not submit that to a bank until we had the opportunity to meet the applicant, who in this case is your dad. Further, since you would be the primary driver, our covenant with the bank requires that your information also appear on the application as either the buyer or co-buyer. Your information was not on the application at all. Second, let's talk about your trade. Since your intention was to finance your purchase, naturally we would need to consider the trade value and outstanding loan balance when exploring what your payment might be. You stated in your email at 11:28am on 2/22 that "Calculated appraisals on my car are $17,000 at 2 other dealerships". Since you never actually came to Liberty Subaru, we never had the opportunity to inspect your BMW, so we went ahead and used that value for the purposes of exploring what your payments might be. at 12:45pm that same day, Dan told you "we would need to see the car before committing to that number". That statement seems pretty clear. Dan wanted to be sure that there wouldn't be any surprises before you made the 200 mile trip, so he did some research on your BMW, and quickly discovered that it was likely not worth $17,000. I respectfully submit to you that the "SHADIEST DEALERSHIP EVER" would have waited for you to make the 200 mile trip before telling you that your trade wasn't worth what you thought, and the value that you were counting on changed, forcing you to either accept the lower amount, or make the 200 mile trip home in your old car. In contrast, Dan was up front and let you know before you made the 200 mile trip. I'd also like to address your statement "He gives me the right % on the APR, but Guess what? He drops the value of my trade in $3,000!"...to be clear, the finance rate and the trade value have nothing to do with each other, but I understand how the conversation could be interpreted as you did. In fact, when Dan told you that he was using 4.9% to explore payments for your deal, you told him that you were already approved for a lower rate. He told you that we might be able to match or beat the rate you said you were approved for, but we wouldn't know until we submit a credit application to the bank. This conversation took place at approximately the same time that he was researching the value of your trade (see above). I see how the concurrency of these two conversations could be interpreted as being "shady", but the fact is that Dan was doing the right thing by being up front with you as the purchase process progressed. While I feel badly that we were not able to finalize a deal on our Certified Pre-Owned STI, I have reviewed the facts of the matter, I feel that my staff made every effort to do the right thing. While you're obviously not happy about the outcome, let's agree that you'd have been much less happy if you drove 200 miles to a "scammer", and achieved the same result.

Liberty Subaru responded

Thank you so much for leaving us such a wonderful review, your kind words and experiences like yours are what keep us motivated. We realize that purchasing a new vehicle is a large investment, and we're determined to help you get the most out of your ownership experience. We are so pleased to hear that our team exceeded your expectations and that you had an easy and positive experience. We hope you are loving your new 2014 Certified Pre-Owned Crosstrek. We sincerely thank you for the positive review, and look forward to seeing you again soon! Have a great day.

Liberty Subaru responded

We are pleased to hear that Dan and Dave provided you with a great and efficient experience and were able to answer all of your questions. Our team strives to provide the best possible car buying experience and we are pleased that you were in and out in 45 minutes! If you ever need anything else from us, please feel free to give us a call or stop by. Have an awesome day!

Liberty Subaru responded

It is wonderful to hear that you had such a positive experience here with Dan and that he was able to explain all of the features of the car for you. We hope you are loving your first new Subaru! Feel free to reach out if there is anything else we can help you with. Have a fantastic day!

Liberty Subaru responded

We are pleased to hear that you had a very pleasant experience during your first time here at Liberty Subaru! Our team strives to provide an easy purchasing process and we are glad that this was the case during your recent visit! Thank you so much for your recommendation, it means a lot to us! Have a wonderful day.

Liberty Subaru responded

Thank you so much for your customer loyalty, we appreciate it! We are very pleased to hear that you had a great car buying experience with our team. Your satisfaction is our top priority and it is great that we were able to help. If you ever need anything else from us, please feel free to give us a call or stop by. Have an awesome day!

Liberty Subaru responded

Thank you so much for taking the time to leave us your feedback! We are so pleased to hear that you had a smooth and pressure free experience from start to finish here at Liberty with our team! Your satisfaction is our top priority! Your recommendation means so much to us and we're so happy to have earned it. Thank you again for taking the time to let the world know about your positive experience. Have a great day!