Ken Ganley Subaru Bedford — Attraction in Bedford

We recently purchased a 2024 Subaru Ascent Touring from Ken Ganley Subaru Bedford. One of the selling points from the Sales Consultant when we purchased this vehicle was the great customer service that Subaru of America and Ken Ganley Subaru would provide, that it would always exceed customer expectations. The Ken Ganley Automotive Group website and the Ken Ganley Subaru website both indicate how important customer service is by stating:

“Customer satisfaction is our absolute top priority.”

“We are relentless in our pursuit to not just meet, but exceed our customers' expectations at every touchpoint, from the moment of purchase to ongoing service needs. We firmly believe that satisfied customers are loyal customers. Ken Ganley Auto Group proudly stands among the top 5 highest-rated dealership groups in the county for customer satisfaction. Our unwavering commitment is to continually improve, with the ultimate goal of claiming the number one position! “

“Our customer service representatives will be happy to assist you in any way. Whether through email, phone or in person, we're here to help you get the customer service you deserve.” Based on our experience, I would say not only is customer service not a priority, customer service does not even exist. During the purchasing process we discussed the towing aspects of the vehicle. I do not recall the exact discussion, but I do remember the Sales Consultant telling me about the towing capacity and how to access the hitch. Based on the discussion, my understanding and expectation was our Ascent would come with a trailer hitch.

Additionally, the Subaru website indicated the Touring Ascent comes standard with a trailer hitch. The Website says:

“5,000-Pound Towing Capacity

The Ascent offers up to 5,000 pounds of towing capacity, the most of any Subaru vehicle ever. With an available accessory Class III trailer hitch, 277 pound-feet of torque, and a wide selection of roof rail and trailer hitch accessories, you can bring along all the gear you’ll need for all the places you’ll be able to go.

Standard on: Premium, Onyx Edition, Limited, Onyx Edition Limited, Touring”

When it says "Standard" that means to me that it is included with the vehicle at no additional cost so again, my expectation was our Touring Ascent would have a trailer hitch.

The first time I went to use the trailer hitch I looked behind the bumper where the Sales Consultant indicated it would be and there was no trailer hitch. I went back to the Sales Consultant and his reply was the 5000-pound towing capacity was standard and not the trailer hitch. This does not make sense and that is not how I understood the information. If that is the case I was misled and the information on the Subaru website is very misleading.

To resolve my issue the Sales Consultant indicated I could purchase a hitch for $695 or he might be able to “save me a couple dollars” off that price. He ultimately offered me 10% off which I found interesting as the day before I received a promotional email from the dealership offering me 15% off any accessory.

At this point, I contacted Subaru of America and the Ken Ganley Automotive Group about this situation. After a week I heard back from Subaru of America indicating they had documented my concerns and forwarded them to the marketing department. I followed up with Subaru of America asking what they could do to resolve my issue and the response was to contact the Sales Manager at the dealership. I never did receive a response from the Ken Ganley Automotive Group.

Through the dealership website I contacted them again about this issue. I received an immediate response (computer generated I believe) from the Internet Sales Manager saying she looked forward to working with me and what was the best way for her to contact me. I replied with my contact information and now two weeks later no one has contacted me.

I have never in my life had such a disappointing customer...

I ultimately did not purchase here due to communication that wasn’t great. I live in a small town, but it’s central to several Subaru dealerships within an hour and a half drive.

I was looking for a complete out the door quote and specifically asked for it to reflect tax, title, registration, etc. I indicated that I was ready to move quickly and that I had asked other dealerships for the same quote for similar vehicles. My purchase decision would be made mainly on final price- most dealers had a small additional discount beyond what was listed on the website, and the additional fees varied a bit from dealer to dealer (especially across state lines). The quote I received was missing tax and registration numbers with no explanation. When I questioned it, I was told I had been sent everything I asked for. I explained again that it was missing those numbers, and that’s when a manager stepped in to tell me that they don’t collect tax for the state I was asking about and that I would be responsible for making sure it was paid and for handling the title and registration- a process that I was clearly unfamiliar with based on my expectation that the quote contain those numbers.

Mike did explain the process, but he also told me his best price was listed online and that he wasn’t interested in a “bidding war”. I had no desire to prolong the shopping experience by having dealerships match or beat each others quotes- car shopping is painful enough, and I don’t have the stomach for that. I was straightforward with my expectations regarding the quote and wanted an honest and and straight forward shopping experience. I was doing what any prospective purchaser should do and thoroughly researching to get the best price and experience for my not insignificant purchase. Additionally, the price I was quoted was $550 less than the listed sales price on the website, indicating that the best price was not actually listed online as stated.

Casting a wide net was never going to get me a screaming deal thousands less than other dealers, but it did help me eliminate dealerships based on higher fees, poor communication, and lack of support in titling and registering the car as someone new to the eastern Ohio/western Pennsylvania area.

Mike told me that no Ohio dealer would collect the sales tax or handle registration for the state I inquired about, but I purchased my new Subaru from an Ohio dealer that is handling it for me. My out the door price was where I expected it to be and wasn’t significantly cheaper than any other dealer, but I did get great communication and a great experience NOT purchasing...

I purchased a vehicle from this location 41 days ago. I received a 45 day temp tag and was told to wait 2 to 3 weeks before going to the bmv to get a new plate so they could transfer the title into my name.

3 weeks go by I go to the bmv,its not in my name,4 weeks go by and I go again... still not in my name. 5 weeks now I go and nothing! I decided to call the dealership and ask whats the hold up. A woman answers that you cannot hear because shes holding the phone so far away from her,and then she tells me theres no file of me...

Mid conversation she decides to abruptly put me on hold without a warning. I wait roughly 2 minutes on hold and then finally get transferred to a voicemail box! I left a message and still havnt heard back (this was 4 days ago)

When I first went to purchase my car I noticed 4 major flaws with the vehicle. 2 major dents one on the top back end of the vehicle and one on the front hood and 2 major scrapes on the inside of both front doors to the vehicle. I obviously notified them and they had a vehicle inspector come out with us so I could show them this clear and obvious damage.

Mind you this vehicle has less than 6,000 miles on it! But the inspector notifies me none of these were found during their full car inspection,whereas I found it all within 5 minutes. Their solution to these issues was offering me a tiny bottle of touch up paint for the vehicle to be sent to my house by mail (needless to say) that I still have not received!

Even through all of this I decided to purchase the vehicle because I could not find this vehicle anywhere else,which is why I drove 2 and a half hours to this specific dealership. While purchasing the vehicle my wife and I were being judged the entire time. When asked what my previous car was and I responded with a Mitsubishi Lancer Evo he went wide eyed rolled his eyes and didnt respond.

Finally after about an hour of them dilly dallying around I went back to finalize with another man. In this room and the dealership there was no air,and finally I saw a temperature guage that read 82 degrees which is honestly unacceptable. After 2 days of owning the car I noticed an extreme ammount of damage to the trunk,I notified the dealership and was told that on Monday morning they would be contacting me to see what course of action to take. This was 39 days ago and I have yet to be contacted.

This is possibly the worst overall experience ive ever had customer service wise,and this nightmare could still be far from completion. I would highly suggest going somewhere else and staying away from...