Romeo Subaru — Local services in Town of Wilton

I personally wouldn't give this place a single star. The service was absolutely horrible. We took my daughters Subaru in for service, she needed her car aligned, the window weather strip fixed and glue scraped off her windows from tint being removed, the window weather strip got sucked down due to glue. So we drop it off for a few hours and then go back to pick it up and they NEVER TOUCHED THE CAR. THEY CHARGED ME $280.00 to do absolutely NOTHING. THE CAR STILL PULLS TO THE RIGHT, THEY NEVER TOUCHED THE GLUE AND THEY TOLD ME THEY DID IN FACT TAKE THE DOOR APART ONLY TO FIND THAT THEY NEEDED TO ORDER A PART. They stated that they could NOT remove the glue because it may cause more damage to the window. Well, it was all a lie, they never took the door apart, that you can tell because none of the tabs or screws have ever been removed from this door. The tech that worked on it at Della Auto Group, also where I work showed me how you could tell if the door had in fact been taken apart or not and it DEFINITELY was NOT taken apart. They also told us that they could not fix the weather stripping because the new part had to be ordered and they could NOT remove the glue because it would damage the internal parts of the window. Which if you know anything about removing glue it's quite simple and in fact did not damage any other parts because all it took was some window cleaner and some paper towels, oh it also took about 15 minutes for BOTH windows to be fully de-glued, I know because I took it off as the tech at my shop fixed the weather stripping by removing it from the door and bending the clips back out to fit back in the door. In total it might have taken a half hour to fix this door that new parts were in fact NOT NEEDED FOR. This place saw a young woman come in with a minor fix and turned it into lets take this lady for a financial ride. They saw dollar signs when they saw her. I called and spoke to the service manager and he swore the door was taken apart and that's why they charged for an hour of time, the car still pulls to the right and they supposedly did a four wheel alignment that costs more than what a luxury car dealer charges and I'M STILL WAITING FOR THE SPEC PAPER THAT THEY WERE SUPPOSED TO SEND OUT THE NEXT DAY, it's been over a month, still no specs. . So did they EVEN do the 4 wheel alignment because it doesn't drive any better than before it was brought to them. This place in fact DID NOT do the work they were asked to do but they DID charge a struggling college student $280.00 for work that was not done. This young lady also works hard to put herself through graduate school for chemistry, she pays for her own new car, pays all her own bills that includes an apartment in New Hampshire, and because she does do all of this on her own she does struggle to survive and people like this make her life harder than it has to be. You know I wouldn't be mad if when I had called to speak with the service manager and he took responsibility for the tech and the advisor that took advantage of us. He lied to me over and over on the phone and still charged her $280.00 for nothing to be done to her car. To get the car fixed properly for her, I took it to where I work at Della Auto Group on her last visit home and they fixed her car in about a half hour, showed me what was truley wrong and how it COULD be fixed WITHOUT having to order new parts and removed all the glue with my help that did not damage any other internal parts of the door/window. I just can't believe how this place runs ripping people off all the time. My service manager at Della definitely would have tried to make a situation like this right. He would not lie to people to make money. If a complaint is made he immediately makes it right. Her car will never go back to them and we will never ever purchase a vehicle from them, that's a whole story of it's own there too. What a rip off...

Military personnel: Go with a USAA affiliated dealership. Not this one.

After my current car took a turn for the worse, my fiance & I decided it was time to get a new set of wheels. Being the sporty & outdoorsy people we are, we found no other option than a trusty Subaru. Told the sales rep I'd love to get a gray one with certain features, and he said, "Good news! We have one in transit, should be here for you in a few days." 5 days passed, so I called to follow up. "Sure, just checked with my manager, they said 2-3 days on Saturday so it'll be any day now." Another 3-4 days passed, so I called to follow up again. "Yep! Checked with Subaru, and they said it'll be here within a week. Within a week." Another week passes, still nothing.

Finally, a couple of weeks later, we get a call that the car is in but are told we CAN'T pick it up because they don't yet have the paperwork to go with it. But "Don't worry! It'll be here any day now!" At this point, I became bitter & annoyed, and asked my fiance if we could go elsewhere. He told me to practice my patience, so I begrudgingly did. 3+ weeks after shaking hands with the guy, we were finally told we could pick up the car. I got out of work so we could make it happen. This is when the fun really started.

I drove an hour to get there. We signed a bunch of papers, checked out the new ride, set up the blue tooth to my phone, test drove my car for the trade-in, and sat down to get financing squared away. "Oh, you want to write a check? We need a certified check from the bank." But wait, I said: my fiance is in the military and banks with USAA, so there is no physical location for him to get one. The salesperson clearly didn't understand what this meant, and sent us across the street to 2 different banks, both of which turned us down because we didn't have an account with them (duh). "Oh, you're financing through USAA for the other half? We'll have to wait 3-4 days for that to get approved." Funny how my fiance emailed the guy regarding this loan and sent them a copy of the check the week prior, but never heard back from him, even though the guy acknowledged that he had never done such a transaction with USAA before. "Oh, you want to expedite the process? You could just apply for a loan through us instead." So we did, hoping we could still walk away with the new car. "Good news! You were approved! But we need a proof of residency since you've moved around a lot the past several years. Do you happen to have one on you? A bill, maybe?" No, sorry, I can't say I carry proof of residency with me on a daily basis. Long story short, we were there for 2 hrs and finally gave up, only to drive my crappy car back home and leave the new car at the dealership, an hour away.

A few days later, we call USAA to make sure they got the paperwork so we can get it approved. Oh, what? The dealership filled out (a) the title application and (b) the purchase order incorrectly, and (c) failed to fill out the electronic check form before sending it in. Where did that leave us? On the phone with the bank and dealership for 4 hrs, having to redo the paperwork, and having to wait a few more days. What a surprise!

It took nearly a month, two loan applications (despite our solid credit), several trips/ phone calls/ emails to the dealership, and angry texts to my poor fiance (whose patience is much better than mine) to get the car. Note that we're not some sketchy couple that would warrant red flags on the part of the dealership; we're your average military + PhD student couple looking to buy a new car so we can go hiking with friends and enjoy our mud mats and our AWD. Shouldn't be a big deal, but I refuse to do business or service with this...

This review is regarding the communication "skills" or lack there of Romeo Subaru. I leased my vehicle from Mackey Subaru which has since become Romeo Subaru.

I scheduled an appointment due to the extended warranty on the front brakes of my Ascent. It was made for 7:30am on a Thursday, and my vehicle was brought there the night before to be ready for the morning appointment. I received a text message at 8:40am "thank you for choosing Romeo Subaru to service your vehicle. We'll keep you updated on your vehicle's progress with messages just like this one."... (I choose to opt out of texts as I rather speak to someone)

Unfortunately I received no updates and at 3pm I reached out, I was immediately put on hold when I contacted the service dept. phone extension. No one was able to tell me where my vehicle was or the progress of the appointment. And, I was repeatedly forwarded to an "advisor" that never appeared. After several attempts to talk with someone in the service dept., I finally contacted sales and requested a manager. By that time it was around 5pm, my car had been there since the night prior. When the manager got on the phone he stated "my vehicle had not been seen by any technician and hopefully would be inspected first thing in the morning."

Another day without my car, and I decided to contact Romeo Subaru to check on the status at 11:30am, just to be put on hold again and for no one to be able to tell me the progress. So again, I contacted the sales dept. and requested to speak with an manager (I spoke with 3 different managers). Told them what was (or was NOT) happening and was guaranteed a call back. Luckily this time the manager did return the call as stated. The Ascent was seen by a technician and was being worked on but it would take another estimated 4+ hours. Which was fine, as long as it was being serviced. I was told I'd receive a call when the vehicle was done and ready for pick up.

4+ hours had come and gone and I did not hear anything, so again I contacted Romeo Subaru. At that time I was told "oh your vehicle has been done for over an hour, but someone texted you but didn't see that you had "opted" out of texting, so we're sorry for the delay." Whatever...I was just happy I could pick up my vehicle. Drove the hour to pick it up from the service dept. only to see that NO ONE was there and the sales folks would prefer not to make eye contact with me, since I was not there to buy a vehicle. No one went over what was found wrong with the vehicle or what service had been done to it.

So LONG story short....Romeo Subaru's communication between the service dept./advisors/managers to customers is well below standards. Hopefully this is addressed...