Gary Hendrickson

Ronsheline responded

The fact that they replied with the solution of my wife quitting her job, ending her career, and buying a house just to have the opportunity to buy a vehicle from them is beyond disrespectful. Is this even the real world we are living in? I'm reaching out to suburu coporate on this one.

Heuberger Subaru responded

Thank you again for taking the time to respond, we are always looking to become better at what we do and we sincerely appreciate your vantage point as the customer. At this time It would seem that we are at an impasse, as you believe our 'remarks are not valid' and that this is a 'waste of time.' We are truly sorry that you feel that way. Thank you for your time, if you'd like to continue this conversation in person we'd be happy to do so, Respectfully, Heuberger Motors.

Heuberger Subaru responded

Papaobewon, Again, thank you for your perspective. You have provided us with numerous points of potential growth in our sales process and we are always striving to become better at what we do. As for our individual sales associates we are very lucky to have the team that we do. We are sorry that your interaction with Gary did not meet your expectation of professionalism. I can assure you that we have spoken with Gary about this transaction, and that he will take the critique as an opportunity to grow. However, you should know that Gary is not going to be further 'chastised' or 'reprimanded' as you suggested above, for what you perceive to be 'misleading', 'tactless', and 'unprofessional.' You asked above what we hope to accomplish through this, hopefully this helps: We had hoped to have a sensible conversation about what prompted you to leave a negative review of your experience here. However, at this point you have now told us that our 'remarks are not valid', that this is a 'waste of time' and that this interaction is 'moot'. This is confusing as you continue to respond to our messages---is there something that we are missing? If you do wish to continue talking about what happened this past weekend would you please let us know what you are hoping to accomplish? If the only goal is to respond with another exclamation point saturated message about how Gary is lying, how we don't understand, how unprofessional and tactless we are I can assure that you've made those points abundantly clear. Respectfully, Heuberger Motors.

Heuberger Subaru responded

Thank you for the response, that sincerely helps a ton to clarify what happened. We can see your point of frustration clearly now, and again we are working with our team to grow through situations like this to ensure that these kinds of interactions become extinct. This is not the kind of lasting impression we want anyone to have of Heuberger Motors and we earnestly work at being forthright with every customer no matter what department they are in. With that said, I do want to personally apologize as I would also be frustrated if the same thing you described above happened to me. If you'd like a quote on any of the incoming Subaru 6-cylinder models we have coming in I am authorized to extend to you what would essentially be our employee pricing which is invoice minus holdbacks and floorplan assistance (The hidden costs involved in car pricing). If you'd like to explore other options I completely understand that as well and want to again thank you for taking the time to talk this out. I sincerely appreciate it. Heuberger Motors Matt Redder matt@cheapsubaru.com

Papaobewon responded

If his conduct is stellar he should Not be making verbal quotes prior to entering the office! I recall the conversation quite clearly there is nothing casual when conducting a business transaction! Cars quoted from MSRP are for the uninformed buyer! Cars now carry the majority of their profit in or below Dealer Invoice! This is not my first attempt at buying a new car! Your remarks are not valid as I was there and your salesperson will state a denial to the course of what was said to save himself from being reprimanded! Waste of time !

Papaobewon responded

What do you hope to accomplish? Your salesman obviously lied to you and will continue down this path in order to salvage his reputation and position! There was no confusion as to what or how it was stated! To cast doubt on my statements reflects a feeble attempt to make it my fault! Plainly stated your salesperson stated a price then once we were inside flipped and upscaled the cost! I know what I heard and what he attempted to do! Mislead! Not a very tactful strategy! I was there, whomever you are, defending what you did not witness is moot! He will deny his tactics to avoid being chastised! This is how human nature works! That is why many fail to internalize professionalism!

Papaobewon responded

You asked above what we hope to accomplish through this, hopefully this helps: We had hoped to have a sensible conversation about what prompted you to leave a negative review of your experience here. Here is a sensible response. Gary was with us test driving a Subaru Outback 6 cylinder. We stipulated that we only wanted a 6 cylinder vehicle because we drive into the mountains and this engine would meet the performance demands we required. This was mentioned at length on several comments during the course of our discussion while on the test drive. As we were about to leave after the test drive Gary stated "I can get you into an Outback with a six for $28,000." We enter to his cubicle. Gary then generates a hard copy of quote of a Subaru Outback at $30,000. Gary stipulates that it's in transit and to contact him on Tuesday or Wednesday. My wife and I both heard Gary make the quote outside! To lure us inside under false pretenses is the premise for my comments: unprofessional, lying, and a waste of our time. Why I stated it was moot: If you were to have a face-to-face meeting with us and Gary what would hope to accomplish? Denial would be the result and this is why I stated it would be "moot". I hope this sheds more clarity on the subject! Therefore, the negative review: my goal was to buy a Subaru for my wife not listen to doubletalk. It happened! Chastise and reprimand were not what I was suggesting or wanted as a course of action. I merely was providing you introspection as to why human behavior will cause a person to deny a situation or circumstances. I hope this clarifies my frustration.

Heuberger Subaru responded

OwlinSunglasses, I am truly sorry that your experience here with us was not a 5-star one. We strive that every customer would have a truly exceptional experience, and from this review it sounds like we completely missed the mark. I have already spoken this morning with our General Manager and also our General Sales Manager about this situation and I hope that you would allow us the opportunity to try and make this right. Respectfully, M. Redder Digital Media/Community Manager

Heuberger Subaru responded

Actually, it would help a ton if you could provide me with your name, phone number, and also the year/make/model of the car you purchased. This information will just help me to internally piece together your deal and also help to ensure that this doesn't happen to another customer. Thanks so much for your time on this. After a little more investigating I'll be able to answer your question above better, specifically, what we have in mind as far as following up on a very UNexceptional experience. Respectfully, M. Redder

Heuberger Subaru responded

Thanks for the information, that definitely helps us here internally. Our hope through all this is that ultimately you would know that the experience you had is not one that we are proud of. For us, it is still important to take care of a customer even 3 months after a deal has been made. With that said, I would like to ask that you would let me know how we could remedy the bad taste you have in your mouth for our dealership. I am truly sorry for the experience that you had, please let me know what we can do moving forward.

Heuberger Subaru responded

Thank you for the response. It sounds as though we would be able to help you with everything you asked except for covering the 30,000 mile maintenance service. We cannot pay for the service, but would be happy to help set you up with an appointment and a service consultant. The prices for accessories that you found online are the lowest that we offer, and we do have a service shuttle that runs throughout the day which I'm sure could get you to and from work on time. If you decide to come in please let me know ahead of time as I'd like to make sure that everything goes smoothly. Thank you again.

OwlInSunglasses responded

What did you have in mind?

OwlInSunglasses responded

I believe that you can pull all the info you want using the following: 2008 Subaru Impreza WRX, Silver Purchased ~3/1/2013 VIN: JF1GE74688G517806 I had called two days prior to purchase and had spoken with salesguy A. Filled out a web form regarding the WRX that evening and included my contact info. Stopped by the day prior to purchase with my carpool partner and test drove the WRX with a super nice salesguy B. (SalesguyA was out). Salesguy B was recently out of the military and asked if I could bring my trade-in car down from Florissant. I told him that the car barely ran and that I was hesitant to drive it down the mountain. Salesguy B assured me that me and my carpool partner could receive a ride to work. I submitted a trade-in form online and included a great deal of detail on the trade-in car, including that it didn't run well. On day of purchase, trade-in car was running even worse than usual. I talked it over with my carpool partner as to whether or not we should forget the whole trade-in thing and take his car to work. We opted to risk taking my trade-in down the mountain since I'd have a "new" car for the ride back. Saleguy B wasn't in office until 10a, and since I had arrived at 8, I was passed on to Gary. Gary was polite and never rude. Upon our introduction, I made him aware of my work situation, the promise of a ride, and that I had another person dependent upon that promise for a ride to work also. Despite that, I was never allowed to leave. Following our "deal" as you call it, I had to apologize to my carpool partner and his wife, his boss, my boss, and my team at work. It is the first time I've ever gone home and cried over a day "at work" to my wife. It's also the first time in almost 20 years that I've slammed a door, refused a hand shake, and felt truly disrespected and taken advantage of.

OwlInSunglasses responded

I am overdue for my 30,000 mi maintenance. Would you be amenable to the following: I will bring my car and my carpool buddy to your store. You will provide a ride for us to work and will pick us up from work near end of day. I expect to be treated no differently than any other customer apart from your performing the 30,000mi maintenance at your expense having my car ready for pickup by COB same day. In addition, I'd like to purchase the following from you at or below the prices indicated -- ROOF CARRIER - BASE KIT - E3610FG500: $146.35 BIKE CARRIER - ROOF MOUNTED - E361SXA300: $127.08 CARGO HOLDER CLAMPS - FIXED CROSSBARS - E361SFG000: $18.69 I'll wait until end of Monday before ordering the above items online at the above prices and taking my car elsewhere for service.

OwlInSunglasses responded

I'm a bit disappointed you didn't make much of a counter-offer; esp. since I received a 10% off offer for the 30k service by mail. If you are willing to meet the online prices though, and if you have the parts in stock, I could swing by to pick them up any time.