Dyer Subaru — Attraction in Vero Beach

First off, it's quite an inconvenience when you're told on the phone an amount, which you confirmed with the advisor 2 or 3 times, and they say yes, repeating the lower amount. And when you come to pick it up, the amount goes up about 10 times more than what you were told on the phone for a service that was merely a recommendation and NOT a necessity. To be clear, I repeated the amount the advisor gave me over the phone a couple of times, and the advisor even repeated it for me. Whether the advisor wasn't paying attention during the phone conversation or he simply didn't care to correct the amount I was confirming with him, the fact that he denies that he actually confirmed the wrong amount continuously is utterly disrespectful. Additionally, your company has a new system that provides a video with the inspection results as well as a way to text back for direct communication. After I received the video, I immediately texted back, stating that the recommended services were not needed and would be done at a future date. When I got to the dealer to pick up the car, he acknowledged that he hadn't read the text I sent until after we spoke. Given that the text was totally opposite of what we spoke on the phone, he didn't care to double-check the incongruence with me and ensure that my decision was actually to perform the recommended jobs. Perhaps if he had taken that extra step to verify, all this would've been avoided. This sounds to me like a strategy to get people to perform jobs in their cars that aren't actually needed at the time and that are completely out of budget. He did call the manager, who was only "able" to knock the price down $100, and that's the "best she could do". Meanwhile, I have a hole in my monthly budget of over $500 due to this.

How you can improve your services? Perhaps establishing a process for your staff to provide accurate information in a clear and precise way. Suggestions?

1. Make sure the staff confirms the accurate amount clearly digit by digit. This will avoid any confusion and miscommunication

2. Make use of the interactive service by providing a copy of the estimate along with the video. That should be a fairly easy programing change.

3. Ensure that advisors read and confirm the texts with customer.

4. If advisor reads a text with an answer different from what was spoke on the phone, have such advisor call the customer to confirm accuracy of information and not asume that text is not valid if they've already spoken with the customer.

I'm not happy with the way I was fooled into performing services that were NOT needed at this time, specially at such outrageous cost!

This is why I brought my business to Melbourne years ago with my previous Subaru. Thinking of...

AUGUST 18, 2023: It's a 124 mile round trip to the Dyer Service Department. For the past 7-years, I have enthusiastically relied upon it for all but one service appointment. The Dyer team treats me like royalty, bending over backwards to keep me happy. I trust Kevin and everyone at Dyer. Tomorrow, I will return the Customer Courtesy Car, pay for new tires, minor repairs, and a full service on my 2016 Outback 3.6R with 130,000+ miles. The trust the Dyer team has earned enabled extended journeys to Arizona and to several locations in the northeast without any car worries. That is worth a fortune!

APRIL 16, 2023: I trust Kevin and the entire Dyer Subaru service team.

Over the past 59 years, I have purchased 10 new cars from nearly as many different dealers. In each prior experience, the service departments have let me down.

Since 2016, I have made 120+ mile round trips from Jupiter to Vero Beach for routine service because your team bends over backwards to treat me fair and square.

JULY 1, 2019: Once again, the Dyer team came through for me!

Days away from a 500 mile Independence Day journey, Jennifer Bicht squeezed my 2016 Outback into a packed service schedule only to discover wheel bearings on the verge of failure.

I will be forever grateful and committed to this organization. My 6+ year relationship with Rob Galpin and everyone at Dyer in Vero Beach, FL, has been an outstanding, and now life-saving experience.

3 YEARS AGO: It took nearly 2 years to select a replacement for one of our cars. We simultaneously selected the vehicle we wanted and the dealer with whom we would establish a long-term business relationship. Having purchased 16 vehicles over the past 52 years behind the wheel and driven a myriad of company cars, pickup trucks, and friends' vehicles, I understand the importance of careful dealer selection.

Measured by any standard, the Dyer Subaru staff (especially Rob Galpin) stands out by a significant margin above all others. When a number of other dealers are in close proximity, the 126 mile round trip to Vero Beach is easily justified by the quality of...

After going through the worst experience I have ever had at Schumacher Subaru of Palm Beach, Dyer Subaru of Vero Beach was a breath of fresh air. Dyer Subaru are a dealership that still understands that we the customers are the only reason they exsist, period! I was treated with respect from the first point of contact on the phone all the way to the finalization of the sale. All the staff (Sabrina, Shawn, Allison and Chad) were down to earth easy going people, exactly what I expect from a Subaru dealership. Sabrina was my first point of contact, when I told her I had a horrible experience at Schumacher she took the time to listen and consoled me. Sabrina then connected me to Shawn from their internet sales department and he found exatexawhat I was looking for in minutes. I was blown away by the level of service I was getting so far on the phone. Salesperson Allison was freindly, patient, took the time to listen to me and was care of all my needs. A huge surprise was Chad in the finance department. The transaction was quick to the point with no trickery. Everything was spelled out and explained on simple terms. He only suggested a few choices of legitimate extended warranty programs from Subaru which are the best in the country by the way. If I could have afforded the extended warranty I would have purchased it without hessitation because the cost was reasonable and the coverage just made sense. After I expressed that I was not able to take advantage of an additional warranty to add to the already excellent one that comes with the car there was no push back or attempt to force anything just acceptance of my wishes. That was unbelievable because I've had to argue and even walk out on more than a few dealerships because of the now normal pushy tactics practiced in many dealerships. Not the case at Dyer. It was the fastest automobile financing transaction I've experienced. The deal I got from Subarus own financing was even better than my own bank!!! Amazing! I highly recommend Dyer Subaru of Vero Beach. The best staff and experience I've ever had at...