Open Road Subaru — Restaurant in Union

Five weeks ago, I visited the Open Road Subaru dealership to purchase a used BMW X5. Unfortunately, my experience was not positive due to the poor service provided by the sales associate, Rickardo.

During the 150-point inspection, I noticed a rear gasket leak that hadn’t been replaced. Despite my prompt notice, they only replaced it three days later. If I hadn’t brought it to their attention, the issue would have remained unresolved.

When I arrived at the dealership, I was provided with an email quote from another salesperson that was significantly lower than the price displayed on the website. I showed this quote to Rickardo, who assured me that they would honor it. However, when they priced me out, the quote had been updated to the higher price. Rickardo had to go back and rectify the error.

Two days later, I texted Rickardo to inquire about the payment price, but he mistakenly displayed the original quote again. I had to remind him to send me the correct price. This oversight continued on the third occasion, where he sent me the same incorrect quote. It was evident that he lacked attention to detail. Fortunately, the third time, he provided the correct price.

On the day of finalization, Rickardo informed me that I needed to show up at noon. However, when I arrived, he informed me that he couldn’t accommodate me and asked me to return in two hours. This inconvenience was compounded by the fact that I was working at the time. Despite my efforts to return promptly, I found that he had not prepared anything for me and had to stay for an additional four hours.

I informed Rickardo that I intended to put down a deposit and finance the remaining amount. When I sat down with the financial manager, he provided me with the necessary documentation, but it turned out that the loan had been done for a full paid off. I pointed this out to the financial manager, who mentioned that Rickardo had never disclosed this information to me. As a result, I had to wait for another 25 minutes as he redrew the document, to be with money down and financed.

After signing the documents, I was informed by Rickardo that he only had one key and had never disclosed this information upfront. While this may not have been a dealbreaker, it would have prompted me to request a discount since the key cost me $700 at the dealership. After leaving the dealership a month later, I never received a phone call regarding the status of my plates. Now, I’ve called three times and left three messages, but my call hasn’t been returned. I’m still waiting for my plates and floor mats, which have never been given to me.

Overall, I wouldn’t recommend this dealership. They don’t seem to care about their customers; they only care about making a sale. When it came to the price, it went back and forth and was incorrect multiple times, which felt like a bait and switch. I usually buy a used car each year because I like to experience different things. I’ve never had this problem in the last eight years, and I’ve gone to purchase six cars now. If you’re going to this dealership, please avoid Rickardo. He’s unsure of what he’s doing. He’s a good talker and has a big smile, but...

• MUST READ*TRUE STORY This place deserves 100 STARS!!!!! Really!! They have earned it.

Unfortunately, just before Christmas, our car experienced transmission failure, (not the dealer’s fault).

We were stranded, and of course the cell phone battery was very low. From the very first phone call, the service department staff was 100%, not 99%, but 100%, professional, compassionate, and most importantly competent! This is rare and I didn’t believe it at first.

They helped us arrange for roadside towing. They advised us that they did not have any loaner vehicles available but that they would “see what they could do”. This was understandable because this was not a planned service appointment. We spoke to the service manager, Dominick, and he was fantastic. He treated us as if we were his own family. Honestly, the owners of the dealership could not have been treated better than us.

We received notifications the minute the car was picked up, when it arrived at the dealer, and the moment it entered the service bay. What a level of professional attention to detail! They even asked if there was anything else they could do to help. What!!

A short time later, about 90 minutes, we were told that they managed to get a loaner car back sooner than expected and that they would wait for us so we wouldn’t be car-less for the Christmas weekend.

It should be noted that the loaner car had 8 miles on the odometer when we got it. That makes me think they created a loaner car for us. It didn’t smell like smoke, just that new car smell which made my wife decide to get a new car at this dealer sooner than planned but that’s okay with me and you will see why as you read on.

The next day we received a call advising us that they started working on the car, what they believed was wrong with it, and the plans to fix it within the shortest timeline and what we should expect. I thanked them for their efforts and told them what it meant to us. The service manager told me they were all there to help and that their Philosophy was that their customers were most important and meant everything to them, and that they would help in every way possible.

No one wants car trouble, but it is a great feeling of comfort and it is reassuring to know that these folks are in your corner and will make every effort possible to help you.

On one of our worst days they were there and made that day so much better because they gave a damn!! Like my wife said, I won’t buy a car anywhere else because you can’t be treated better than this. You hope not to meet the service staff when you buy a new car but it sure is reassuring to know that when you do, you’ll be happy you did!!

Thanks for everything. You are appreciated.

Sincerely, the...

Writing this on behalf of my grandmother, Roberta, who purchased a used 2016 Subaru Forester at the beginning of March 2023. We have owned the car for 4 months and have had problems since two weeks after we bought it. To start, the car almost instantly needed a major transmission repair of a valve body replacement. Thankfully it was just under 100,000 miles and the warranty was able to cover the repair, however, there are still many uncovered issues. The car was sold to us, without our knowledge, needing an oil change and the service department couldn't even tell us when the oil change was last done. Even after "detailing" performed while the sale was being finalized the car was dusty and clearly not tended to. We even found the paperwork in the glove box including the name and address of the previous owner. Although we were told the car had not been in any accidents it is clear the front bumper has been completely repainted when you compare the color to the paint on the rest of the car, raising suspicion that it has not been accident-free. I’ve included a picture of that below as well. We were supposed to have been given a CarFax report before we left and it still has yet to be given to us after mentioning it to representatives at least three times. Not a good look.

In May the AC went out on the car. Of course, this is not a covered repair and a costly one at that. Initially the AC compressor clutch was going to be replaced as a remedy because the old clutch was absolutely disintegrated and causing a burning smell, starting issues, and electrical issues. I've included the picture of the clutch below in its incredibly dangerous condition. After the new clutch was put in we've come to find that the whole AC Compressor needs to be replaced and the new clutch is already being damaged from the failed system. At this point, especially with the CarFax being withheld, it is clear that Open Road Subaru sold us a car with way too many problems at way too high of a price. The only reason for two stars given is because the service department was great being able to provide a loaner and convenient flexibility with drop off and pick up when the car had transmission work.

On top of the issues previously mentioned we’ve also had instances where the fuel gauge did not properly work after filling the tank as well as random appearances by the airbag light indicating the system isn’t working properly. This vehicle has been nothing but a headache and we are extremely worried about what other issues could arise after such a bad start to ownership. Don't expect Open Road Subaru to...