Open Road Subaru

Reviews 3

EL

Elvis P

The WORST. Bought 2 cars from them. Salesman Rob Carpenter was great and a big part of the reason I went back a 2nd time. 1st time was fine. I then unfortunately wrecked that car in my first accident less than a 1 1/2 yrs later. I went back and bought a 2nd car (Crosstrek XV was great). Rob left the dealership right after I bought the car. That was the last positive experience I had. 1st, they took so long to get my plates that the temporary plate expired and they did littel to rectify that and didnt really seem to care since they did nothing. They claimed they sent the plates but they came a week to 10 days after the temp tag expired. They told me to track the plates with the post office ? Then, I had to go back 3 weeks later to get crossbars and a rear bumper pad installed (they couldnt do it before I got the car). They put a nice large scratch across the left rear door. Then Norm the service manager questioned me as to whether it was there prior or not. Luckily, the tech that installed the crossbars was right there and he quickly noted that the scratch was not there when he put the bars on the car. Norm still tried to get out of it. They tried to buff it out but though Norm tried to convince me they did a good job it was plainly obvious the scratch was still there. I noted they needed to fix it and paint it then. Norm tried to dissuade me by noting "you dont want to disturb the factory paint". What ? I noted that the damage was done by them the dealer to my 3 week old car. I really didnt care what needed to be done or how much it would cost them but they needed to fix it ! This is a dealer, dont they know how to handle new cars (or any age car for that matter)? They ended up fixing it. My point, they should have been right on it from the start not trying to blame others. I gave a bad survey as a result. Sales manager called me and another thing I noted, they scratched my car and grudgingly repaired it and frankly, they should have offered me some sort of concession too such as a free oil change or something. Because I asked I got that and a free detail and wax. The thing is, should I have had to ask for that after they scratched the new car I just bought from them ? Then, 4 months with the new car my neighbor hits my drivers door (so far not a year of good luck). My shop fixed the door but the window would not go auto up or down, but worked. Subaru noted the window had to be reprogrammed. Multi Subaru (coincidence) got the car and then they claimed the switch was bad (it worked after the door was replaced ?) and then they had to order the part which took 3 days and then they claimed the window motor burned out (gee, I wonder who did that - they had the car the whole time and they didnt know the motor was under a load or see anything or hear anything ? This is a new car ! ), they ordered that (another 3-4 days) and then they claimed my shop pulled the wires out of the clip when they removed the door. They then claimed the wire was put back in in the wrong place ? This sounds unlikely since the shop does this kind of work all the time and I doubt the dealer does it much at all. The wires are almost impossible to pull out. 2nd, the shop even had a special tool to un-clip the connector. The dealer had the car for almost 3 weeks, the shop had it for 4 days ? The dealers story made no sense to me (I am also not naive, I used to be in this business as an Auto Tech). They didnt want to hear any of it and they are billing the shop for the parts that do not appear to have been needed except for what happened while in their hands. They also returned the car filthy inside. They also knew that they had screwed me before with the scratch. I guess they got me back for holding them rightfully accountable. Frankly, I dont think they can do any work (such as changing oil) competently. 3 strikes ! BEWARE !!

PE

Peg Sue

My experience with Multi Subaru has been nothing short of phenomenal. After being involved in an accident with my 2005 Subaru Outback I decided it was time for me to get into something newer. Thats when I decided to make a trip down to my local dealership. After having walked the showroom floor for no more then five seconds I was immediately greeted by a young gentleman by the name of Shind. He was a crucial part in my vehicle purchase process, having walked me step by step on all the new features to expect in a car that was a decade newer then mine. He never used pressure throughout the entire transaction and was more then detailed in meeting my wants and needs. He was also more then thorough regarding pricing and finance options for my new Outback. After having signed the paperwork for a vehicle which they estimated would take them eight (8) weeks to arrive, I was then congratulated on my vehicle order by the sales manager, Robert. He was as equal a delight as Shind to deal with. Within about two days after placing a deposit, my salesman reached out to me to let me know they had located my vehicle and what was supposed to be a two month wait became an end of the week estimate as to when I would see it. I was more then thrilled to hear the news and highly impressed by the quick work of the staff at Multi in getting me an Outback when it appeared as if no one in NJ even had one in stock. After having taken the vehicle home and explored the various new technologies it featured (a task Shind was an expert in covering) I was still slightly confused, so I reached out to my salesman who without hesitation offered to meet me at my home and go over it again. The level of service and expertise I encountered at this dealership were like none other, those at Multi Subaru and in particular, Gawargyous Shind himself have received my highest accolade for the service they provided. This was, without question, how vehicle purchases should be handled. A commendation is long overdue to the owners of Multi Subaru for picking the brightest and most trustworthy people as staff members.

CA

Carlos Arias

Never in my life have I dealt with such an incompetent service representative. Upon calling the dealer to replace a bad wheel bearing, a man named Selmo answered the phone like I had woke him from his sleep. With a nasty attitude the entire conversation, he didnt show an ounce of interest in wanting to get my situation resolved. A bad wheel bearing is a very dangerous issue and he kept insisting "were only booking appointments for next week. Mind you it was TODAY, monday. He told me "Ugh. We dont have that part in stock and I dont know when we could get you in for the repair. With only 20k miles its probably not the bearing anyways." How could this man judge a situation and diagnose a problem based on a one sentence description!? Upon asking for his manager, he beat around the question and asked "What year is your car?" again. Constant sighing, dead silence, and a trash attitude was all I got. I asked for his managers name again and he continued on to another question. I asked him to stop playing games and ignoring my question and to please give me his managers name. He finally gave it to me and kept asking me more questions. It was only AFTER the fear or me contacting his manager that he kept trying to ask me questions to attempt to find a solution. This was approximately a 10 minute phone call. I pray that nobody experiences the same thing I did when calling this dealer. Absolutely no regard for a persons safety and urgency to get a problem resolved. *On a side note, I was able to take my car all the way down to World Subaru in Tinton Falls. They took my car in, gave me a loaner, and assured me that my car would be ready for pickup this afternoon. Hopefully World Subaru can host some training seminars to teach the people at Open Road Subaru what customer service is supposed to be.

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