"The Good, the Bad, and the Ugly"
I purchased a 2014 Subaru Forester from Heritage Subaru in Catonsville today. Overall, I was quite satisfied with the sales service. William Hoyt, my Sales Associate, did a great job. I felt as though he was relatively knowledgable, attentive, asked the right questions, and worked with me to get to a price point I was comfortable with. Given the fact that I was a walk-in, and he didn't have time to prepare for the specific car I was looking at ahead of time, he did a great job with getting me the relevant information in a timely fashion.
I wish I could say my experience was as positive with the financing leg of the purchase. I don't recall the man's name, Ross or Gary maybe? He kept me waiting for a good hour to hour and a half, even though I was prepared with all of the necessary financial information. By that time it was pretty near closing time. He started out being relatively polite and was making the usual extended warranty sales pitch. I wasn't sold, and asked if this was something I could have a couple days to think about and research. He told me that I had to make a decision right then and there on this warranty plan, which was a > $3,000 commitment. At that point, I immediately knew it was a scam, but went through the motions and called my dad to verify. As soon as I declined the extended warranty, this man's demeanor flipped a switch. He became short, rude, and I felt like he was trying to rush me through the paperwork. I like to take my time and read every contract I sign, especially when it's for a $20,000+ financial commitment. Try as they might, no Ross or Gary is going to intimidate me into rushing. It got even worse when I saw that the loan term was 60 months and I told him I had wanted to do 48 months (he never asked me, just assumed I wanted 60 months). When I asked him to find interest rates for 48 months, he told me they would be higher than a 60-month term (which I know for a fact is false), and was evasive and condescending when I called him on it. He then said that Bank of America (a behemoth, multinational corporation) was closed because it was 6:30 PM on a Saturday and that I couldn't change the loan terms at that point. I had two options then: go forward with the less desirable terms, or stop the transaction and take off work on Monday or Tuesday to finish it with modifications. I begrudgingly decided to accept the terms. I could go on with how he reacted when I asked him to make copies of everything I'd signed, but I won't. I think you get the picture. Oh, and the cherry on top is that he did not thank me for my business, say goodbye, or shake my hand at the end. Literally just walked over to the next office and replied with a gruff and cursory, "Yeah," when William asked him if we were all wrapped up. William, however, did do all the aforementioned, and I thank him for that basic level of respect he showed.
In summary, my experience was a mixed bag. I am giving 4 stars only because William was so great and I feel like I got a fair deal on the car itself (which is the main thing, after all). As I hopefully illustrated, the Finance man was less than professional and I felt like he was trying to pull one (and then some) over on me. I suspect his complete lack of respect in working with me had something to do with me being a relatively young woman car shopping by myself. My advice to future customers would be to make sure you do your research beforehand... Not only on the car and how much you're willing to spend on it, but also on the financing you're eligible for and whether you want to buy the dealership's extended warranty or look elsewhere.
"Over The Top in Customer Service!"
I had wanted to come back to Subaru for a long time. The great vehicles of Honda kept me away for years, but the yearning for another Subaru brought me to this great dealership. I found the absolute perfect vehicle online, contacted them and went into the dealership to begrudgingly give up my old Honda Pilot. They were in the midst of a remodel of the dealership so this particular vehicle was off site, but they went and brought it to that location. Michele Minor was an especially affable, personable sales lady whom was very helpful all along the way. Today in large part to Heritage Subaru, I can go out every day and put a key in, start and drive away in one of THE most reliable vehicles on the road, the Forester. Thanks again!
Other Employees Tagged:
, Michele Minor
"Our Subaru Experience"
We appreciate the forthcoming of all information, especially pricing from William Hoyt. We had our 1yr old with us, and William even played babysitter while we were going through the financing! After getting the run around from other dealerships in the area, it was nice to have somebody as professional, knowledgeable and straight forward as William. We would recommend him to anyone!