First, I wish I had reviewed this dealership when I first reached out to them about trading in my 2015 Forester lease for a 2018. Then I could have updated the review, and then updated it again. I will outline my entire experience from start to finish and you can decide if you want to deal with this dealership.
I recently moved to Colorado Springs from North Carolina. I started receiving emails from Subaru and my NC dealership about wanting my lease back as my Forester was in "great demand." I called Shortline (75 minutes away from me) and asked to speak with whomever was in charge of lease returns. I was sent to Tom Sr and informed him about my car, the emails, and that I was interested in what Shortline would have to offer me. I told him I was looking for the exact same model but as a 2018 - same color, same manual transmission, super easy - not so much for Tom Sr. I NEVER heard back from him. I e-mailed him asking about what he found out and would not hear back. Finally, I copied all the managers in an email sent to Tom Sr. and that is when he promptly responded. He did send me a quote for a 2018 Forester in the transmission and color I wanted with a note to reach out if I had any questions/set up an appointment. I reviewed the inventory one last time and saw 2017 Forester (new) left - so I asked about that. Again, no response. I called the dealership and asked to speak with a manager. I was sent to Rob Donner.
Rob informed me, after I recapped my experience with Tom Sr., that Tom Sr. was not my salesperson, that was not an experience I should have had, and we set up an appointment for me to come in, see if the 2017 was available, see what I would get for my 2015... I came in on 7 November 2017 and was set up with Greg Kraft.
Greg Kraft treated me well, found the 2017, and we went about the process of trading in one lease for a new one. During the numbers process with Greg, I was told the trade in value of my 2015 Forester was inflated by about $200 (was not told a specific amount for the trade-in nor the inflated amount) and that some of those funds would be returned to me. Greg did not know how much but it was to save the time and aggravation of calling customers for more money. Then off to finance with Eric.
Eric was also good to me. The process was easy and we had good communication. I was also told by Eric I would get a "good chunk" of this inflated amount back. Fast forward to end of December 2017 - beginning of January 2018. I have no check and called Shortline to see when I could expect one. I left a voicemail with finance and NEVER heard back.
On 9 January 2018, I called Greg Kraft. He told me he was not sure what I was talking about, was not aware about the inflated amount, nor did he understand why I would receive money back if I had negative equity but he would look into it and get back to me in a few days. On 18 January, I emailed Greg with a recap of our conversation and asked if he found anything out. I never heard back. I forwarded the email sent to Greg to Rob on 25 January asking if he could look into this for me. Rob confirmed they inflate trade-in amounts to prevent them from having to call people to ask for more money and he would look into it.
I have sent numerous follow-up emails to Rob asking about status and am always told either "I'm off but will look into it when I get back in the office" or "the office girls are looking into it." I finally told him this is ridiculous, three months have passed since I left with my new vehicle, I have no money, and would like an itemized receipt of what the actual trade-in value of my 2015 was, the inflated amount added, and what I can expect back. I received Rob's response on 9 February firing me as a client, that me not receiving money is not on Shortline but the original lien holder, and "I don’t really care about a few bucks ...... so will find out what the difference is and get you a check cut just to put this to bed!" I constantly got the run-around with the same excuses. I have an idea what this inflated amount really is (I don't mean actual dollar amount) but I leave it to you to read between the lines and determine for yourself.
So, long story short, because I asked where my money was that Shortline representatives told me I would receive in two separate instances, and have followed up with NO information back, I am being fired. I didn't call/e-mail/visit them everyday, more like once a week. I was never ugly to them but they sure have an interesting way of doing business. In hindsight, I would have told them to not inflate the amount but call me if I owe additional money. I had to beg to buy a car from them and have good credit. There is nothing in my history that makes me a risk and I am sure other dealerships would trip over themselves to have a client walk in the door, knowing exactly what she wants, and is ready to drive off the lot that day.
Other Employees Tagged:
Tom Karros Sr.
"Great staff, even better prices"
- David Y
This is the second Subaru I've purchased from Greg, even though I live in Boulder county with multiple dealerships closer to me than Shortline. Greg's knowledge, integrity, and professionalism throughout the process made it an easy choice to come back to him. He's also a very straightforward negotiator, which I really appreciate.
When it comes time for my third Subaru, I will be making another drive back to Shortline.