We were in last week to purchase a new Subaru Forester. There were several mistakes during the process and I wanted to recap. \r
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The information exchange between Heritage Subaru and us started when we requested the Internet Price on Stock # DF442372, the Blue Manual Transmission Forester. When we called to follow up on the vehicle, we were informed that there was a pricing error and we couldn’t get the car at that price. \r
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As an option, our sales rep, Izzy, suggested we look at the identical vehicle with all of the same features – but with CVT transmission. We agreed and after some reworking, we agreed upon the on-the-road price. We scheduled a babysitter for our daughter and advised that we would be arriving around 7PM. \r
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When we arrived and reviewed the vehicle, we discovered it did not have the heated seats as it was listed on the website and on the mobile site. Both vehicles show a check mark next to the feature of heated seats. We asked what our options were and after Izzy spoke with the sales manager, we were informed that the only options were to :\r
- Switch to a higher priced car that was in stock and you would not match our previously quoted price \r
- Place a custom order for a vehicle that would fit the price and features – which would take 6-8 weeks to arrive – and our trade in value would decrease and we would be responsible for the difference. \r
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We were also told that Heritage isn’t responsible for their website and there is a disclosure claiming that features were subject to change. i reviewed the disclaimer that I saw online which mentions that the picture can be different – but do not see any wording about the features changing. I asked the manager to show me the disclaimer and he wasn't able to do so. \r
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In the end, we feel we were misled. We had to pay more than we wanted. We had to spend three hours of our time figuring this out. We’ve left with an overall bad experience. At the very least, I would have expected the manager to walk us to our car at the end of the night and say something like, “I’m sorry for the misunderstandings and for taking your time. I’m glad we could get you in a car and hope that you come back soon”. that’s the kind of service I expect from a Store Manager. \r
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One of the few reasons we even stayed to complete the transaction was the understanding and good service that we received from Izzy. Milton was also very helpful and accommodating considering we were there until after 10 at night. \r
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Needless to say, we won’t be recommending your dealership to friends and family.
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