Bachman Subaru

Reviews 3

A.

A. Jaden Jones

I was in the process of car shopping, I took a look at inventory at this establishment online. Once I entered their website and clicked on the "new" car that I was interested in, a window popped up advertising a $25 gift card if you went into the establishment and test drove a car. I entered all of my information and later received a code to show the sales team once I arrive at the dealership. Later that week I set up an appointment to go test drive said vehicle. Once I got there I showed the sales person, Michael the code and he assured me that I would receive the gift card. A lot happened during this visit which involved Michael illegally breaching my privacy by running an unauthorized credit check despite the fact that I told him I WAS NOT INTERESTED in their product and that I DID NOT want to proceed with anything especially a credit inquiry as I knew I would not be purchasing or leasing anything from this terrible establishment. Needless to say, I never received the gift card although I test drove the car and followed all guidelines in order to receive it. I eventually started leaving messages and emails for the manager, Jeff Harmon hoping he could easily resolve this. No, he did not seem to mind at all that any of this took place. After many telephone calls, voicemails and emails later, I still had no response or resolution. I contacted Subaru directly, that was of no help. Finally after demanding to speak with someone of higher authority, I get a guy named Randy Hutchings who assured me that he would have Jeff Harmon send me a check in the amount of $25 immediately to the address which I provided. Weeks later, no check. I then started calling Randy, no response. So I emailed Jeff multiple times AGAIN, nothing from him. Randy made me feel as though he wanted our business in the future and would have this resolved immediately, now I cannot even get a response from him. This is about principle. I see this as false advertisement. It is a gimmick to lure customers in with no intent to issue said gift card. By entering your information into the window that advertises this test drive gift card, you are giving them your name, address, telephone number and email. The only thing I have gotten from this is a waste of my time, a lot of hassle, telephone calls and emails from them trying to sell me something. This is a terrible example of how to treat customers. When I am in the market for a car again, I would rather drive hours to get it than to deal with a company who does illegal and unauthorized credit inquiries and FALSE advertisement. How difficult is it to Honor the advertisement as I took time to drive to the location, test drive a car, have my personal information accessed without permission or authorization as well as spending so much time trying to receive proper resolution. Also, I would like the Management team, as well as the Sales team to get a better understanding of customer care, morals and value. The character of these individuals has definitely came to light in this experience.

JO

Jonathan Turner

I began working with several Subaru Dealerships at once (via email) in an attempt to find the best price on a 2015 Forester w/ the all-weather package. Most of these dealerships were within Kentucky, but I was willing to consider Ohio, Indiana and even Illinois if the price was right. Like most folks I first checked Truecar to find what was considered a good price in my area. And I knew I needed to at least test drive one, even if I were already certain it was the car for me. I went to Quantrell in Lexington and once I found a sales agent (it’s annoying to go to used car lot and be bombarded by salesmen – but it’s no less annoying to be forced to seek out someone to talk to). After 10 minutes we met a nice salesman who did great job w/ test drive but I knew I would get the best price through their internet dept. and not face to face. I then contacted the Quantrell Internet Sales Manager and he gives me a great price. When I tell him I’m ready to buy, the Internet Sales Manager tells me he has made a mistake and that the vehicle I want would be more expensive. This occurs way more often than I had thought…it’s a way to get the conversation going…a way to get their foot in your door. And then there was Joseph Subaru of Florence. The woman I was originally dealing with was replaced because she was on vacation and then the salesman who replaced her didn’t get back to me because he was on vacation. Other dealerships acted unprofessionally by outright ignoring my price quotes. Neil Huffman was pitiful: Young salesmen/saleswomen trying to play power games when they don’t seem to understand the rules. There were only two dealerships that treated me with genuine respect: Evanston Subaru (though my only communication with them was through email) and Bachman Subaru. I have no affiliation with any of these people and wouldn’t give a good review if it weren’t deserving. I spoke with Mark Townsley of Bachman Subaru on and off for a few months (I was in no real hurry but just looking for a great price). He consistently checked in with me without being forceful. When I had completed my research and knew exactly what I wanted to pay he matched my price. He played no games…didn’t try to bait me in and agreed on a fair price. I had the car delivered to my residence in Frankfort by Eric McPeters who was a genuinely nice guy and stayed and explained everything about my new Forester as if we were at the dealership. It was a great experience. You know when you see those Subaru commercials on tv and you get a little hope up that maybe somebody out there will beat the stereotype of the common car dealer. Someone will be honest and not play games. That’s what I got from this dealership. Buying a new car should be a little fun, right?

JA

Jaymi Yantis

I have been really disappointed with my experience with Bachman since purchasing my car. It started when we selected options they did not have in inventory and a car would need to be transported in. The day before it was scheduled to arrive, I called to ask what time we should arrive the following day and was informed at that time that the vehicle was not arriving the day we expected- it was delayed a day. This would have been good to know, and I found out because I called and asked - there was no proactive notification. After the car arrived, I had an uneasy feeling from the finance person who did not provide warranty information in terms of total cost, but only in terms of impact to my monthly payment amount. He did not explain that the warranty was not the Subaru warranty, but rather a third party service. I didnt feel the coverages were explained in detail well enough. Once the warranty was purchased, I was told that I would be contacted for the protective surface coatings. Nearly a month went by, and I had heard nothing. It took three separate calls to talk to the correct person. At that point, the person stated she was never given information to contact me. This is for an add on, premium service I was upsold into, then not contacted to fulfill the service. Next, since I live in a neighboring county, I was told that my county clerks office would contact me to pick up my permanent license plate. Again, almost a full month later, I had not been contacted. I reached out to my county clerks three branches and none had my paperwork. I called the dealership, left a voice mail for the title clerk, which was not returned. After calling a second and third time, I talked to the clerk who had not sent my paperwork to the county clerks office when my tag is set to expire in less than 3 business days. They did provide an extended temp tag, however, only because I initiated the request and my tag was about to expire. Next, we experienced a glitch with the infotainment system. We called the service department and reported the problem and the service representative scheduled a service appointment for 3:30 pm on a weekday. When dropping off the vehicle, the service representative asked if the car was being dropped off over night. This expectation that the car would not be worked on the same day was not communicated ahead of time. A new service appointment for the following week had to be scheduled. Communication and follow up have been really poor. People have said they would follow up on things for us and have not. It has been frustrating that once the sale was made, the ball has been dropped on many other items, and weve only had the car for a month.

Other organizations