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Old 10-25-2001, 02:46 PM   #1
Drac9
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Hybrid Rally Blue Pearl

Thumbs down Hueberger Subaru (Colorado Springs, CO)

Never in my life have I been treated this badly by any business, let alone car dealership.

When I was shopping for a WRX or my RS I visited this dealership. I wandered the lot for 45 minutes. No one helped me. I went inside, I wandered around for about a half hour inside. I sat in a WRX for 45 minutes, inside the dealership. I never was even so much as glanced at by their salesmen. I finally bought my RS privately.

There are a few broken or missing pieces on my RS, which I need to replace. So today I visit them on my lunchbreak because they are the only dealer in town. I drove around for twenty minutes before finding a parking space.

They had no signs for parts that I could see, so I went to service
thinking they could help me. I stepped in the door to see one of the service techs. The guy just sat there and stared at me for like 30 seconds

Then I stated, "I need to order a part."
He replyed, "Well, then you should probably go to the parts department, this is the service department, we dont order parts."
I said, "Yeah, I probably should"
He just sits there looking at me again
I said "Well, where is it then?"
"Where are you parked?" he asks
I say, "Up there," Pointing to where I parked.
"Oh, you can't park there, thats for cars being serviced only" he says. "You need to park over by parts."
And then he stood there and stared at me again
I say, "Ok, where is parts, because you obviously can't help me"
And he preceeded to WALK AWAY

Once I finally found parts the parts guy couldn't figure out what a washer was. I knew I was in trouble then. Eventually he ordered it for me after I had to point it out for him on his diagram. It is suppossed to be here monday. We will see.

Do not visit this dealership if at all possible. IMO SOA should just shut this place down. With as many customers as I'm sure they are driving away from ever owning a Subaru this place is bad for SOA's reputation.
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Old 11-04-2001, 11:29 PM   #2
cnstman
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Default they treat me great

i bought my wrx there in may, and i could not have been happier. i walked into the "managers office" in the front thinking they would hand me off to some hungry salesmen, but the subaru general manager, Tom, sat down with me and treated me great. he looked up what wrx's they had coming in, and i but a deposit down on the spot. sorry for your bad experience, but i don't think that is the norm there.

anyone else here in the springs have any input??

cnstman

ps. when i go back to get the oil changed, tom still recognizes me an askes me how my car is running.
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Old 01-23-2002, 02:30 PM   #3
KURB21
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I think they suck too. I too sat there for 30 minutes....then left. It looked like a great dealership from I-25. O well.
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Old 11-02-2004, 11:47 PM   #4
Trent_Alkaline
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I've had great experiences with them when I've been with my father there. He purchased his 2005 Subaru Outback through them.

The free coffee there is great too
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Old 12-02-2004, 01:06 PM   #5
snowjoe11
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Free coffee is not a plus if the dealership can't even do their job.

I applied for a sales job there, and it gave me a weird feeling. I also had a problem with my Code-Alarm door actuators on my 97 Impreza. The rear hatch lock motor stopped working. They investigated it for an hour, then said they couldnt fix it, since its an "aftermarket" alarm system, and that they could investigate all the wires in the car, but that would take hours. I thought that a simple motor replacement would work. Didn't Subaru use Code-Alarm systems during those years?

Too bad Subaru is so popular in CO, but there are so few dealers. If you wanted a Chevy or Ford truck, dealers would come at you 8-ways-from-Tuesday.
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Old 10-05-2005, 08:39 PM   #6
Foxy
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I would like to share my story about Heuberger. I've copied and pasted a letter that I sent to Heuberger and SOA. If you would like more details, feel free to ask and I will elaborate.
Dear Sir or Madam:

On September 7, 2005, I purchased a used 2004 Subaru Impreza WRX STi from your dealership. Although the pre-sale experience was wonderful, what happened after I agreed to purchase the car has soured me on your dealership.

The first thing that I noticed was that my car was not filled up with gas at the time of purchase. Iíve bought four cars before, both used and new, and in each case, the dealer took the time to fill up the car. Itís a small touch, but itís something Iíve come to expect as a final Ďthank youí from the dealer. By itself, the lack of a fill-up would not be so bad, but unfortunately, it was only an indication of things to come.

Part of the deal that was made for the car was that I would receive a 30,000 mile service and $600 for tires, as the car had not had that maintenance performed, and the tires were nearly bald. I was told during the bargaining that the 30,000 mile service would cost nearly $600, so I figured that I was receiving $1,200 off of the price of the car for other services.

However, after the sale, I was told that I was only receiving $900 for both the service and the tires. When I asked the service department, I was told that the 30k service actually cost $298. However, when my check finally came in, I only received $565. Iím not sure where the missing $35 is. I asked my sales person to find out where, but she has not responded.

In addition, when I went in to the dealership to finalize the financial paperwork, I feel as if your dealership tried to trick me. I was expecting a $500/month payment. Your financial person ran numbers through the computer, and said, ďOk, your monthly payment will be $540.Ē He was including an extended warranty in my payments, even though I had never asked for it or even been told about it. If I had not asked about the discrepancy, I would have been tricked into buying a warranty that I did not want.

In short, I feel that Iíve been lied to by your dealership. I feel like Iíve been taken advantage of. I feel like your employees withheld information to gain a few more dollars. I feel like Iíve been neglected. Before the sale, everyone was friendly. Once I had signed the papers and given you my money, I felt like everyone wanted to get rid of me.

I had hoped, upon walking into the dealership, that Heuberger Motors would be a company that I could be comfortable working with. Despite the ďAll Star SubaruĒ dealership signs hanging in the lobby, I found that your dealership does not deal honestly with its customers. My sales person asked me to recommend my friends to Heuberger. I cannot in good conscious do that any more.

cc: Subaru of America, Inc.
Subaru Plaza
P.O. Box 6000
Cherry Hill, NJ 08034-6000
Attn: Customer/Dealer Services
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Old 10-07-2005, 09:30 AM   #7
amorton
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Just want to point out that they have a 22B, not that that has anything to do with this but not exactly the most common car here in the US
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Old 11-22-2005, 01:27 PM   #8
Heuberger Motors
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In Reference to "Foxy", as as we all know, honesty is important. Heuberger Motors, Inc., not only responded to his concerns quickly, but also issued the refund he requested and paid "Foxy" the full amount for a tank of gas of his choice. "Foxy" was treated with respect and Heuberger Motors, Inc., a Subaru dealer for more than 30 years, the top 10 dealer for Subaru in the United States, insures that everyone is treated correctly and actively listens to customer concerns. As others may attest to in this forum, Heuberger Motors, Inc., not only is very active in keeping cutomers happy, but is proactive in offering a pleasent environment, not only during the selling/buying process, but also for thousands of loyal service customers.

Heuberger Motors, Inc., is a full disclosure dealership. Every customer signs for any and all services provided, including items such as service contracts. Heuberger Motors, Inc., will never risk their reputation in this community or with Subaru of America, for a few dollars of profit.

Robert Ieans
General Sales Manager
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Old 11-23-2005, 01:16 AM   #9
Drac9
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Any plans to lower your parts prices to reasonable levels? The "free" coffee is obviously paid for by rediculous parts prices. For example, $125 for a single wheel bearing and seals? I was able to buy both wheel bearings, and all seals for $160 shipped and received it in two days. That's almost an 80% markup you have there. It would be one thing if the parts guys could find the right part, but unless you have a part number it's not likely. BTW, that washer from my first post oh so long ago ended up costing me $25 and had to be ordered twice before being received. That was the last time I ever bought any parts from you guys.
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Old 01-09-2006, 02:12 AM   #10
Max Umbarger
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Heuberger Rocks!!!

Long Live Chris Kaminski!

>>>MAX
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Old 02-26-2006, 12:50 AM   #11
SpaceDeuce
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I bought my 2006 WRX there. I went through the internet sales manager, Colin, and it was great. I highly recommend using him instead of your average salesman. He treats you like an informed buyer (I was) with none of the normal salesman BS. I got a price well below invoice on a special order limited edition.

On the minus side, I have also noticed that the parts are severely marked up. I was checking on prices for a new stock wheel (mine is slightly bent) and the dealership in Denver (Elway) quoted me a price of $80 cheaper ($370 vs $450 at Heuberger!) I assume since they are the exclusive dealer in CSprings they can get away with charging more. I am going to call Pueblo and the other dealer in Denver to see what their prices are, but I don't see myself getting any parts at Heuberger.
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Old 09-21-2006, 03:29 AM   #12
REXRED04
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Yeah I have to go with the thumbs down also on them. I ordered a part a few years back for my WRX. They would not order the part without getting my VIN to track what I was doing with my car. I was a bit disturbed about that. What I want to do to my car is my business I feel. Especially if its a rubber hose that was worn! Not like I ordered a transmission or stock exhaust. I did not have a good correspondence with them when I was looking for my 04 WRX, so I ended up buying it in pueblo.. the extra 30 min drive saved me about $5k. Denver offered me a better deal than Heuberger did also I was corresponding with both dealerships trying to get the best deal. I also own a 05 Legacy GT that I drove to Pueblo to buy, after researching the Heuberger lot and finding out that they wanted more for a used 05 with over 20k miles on it then what i paid for a brand new one in pueblo.. i got it about $4k off sticker down there... and as far as warranty parts for the WRX I no longer go to Heuberger.. I take the extra time to drive to pueblo.. I get my parts faster and better customer relations! There are times that I think the dealerships in the springs boost their prices because of the military presence in the city. They know the soldiers have money and take advantage of the ones that dont research what they want to buy before they show up at the dealership. I had problems with the Pikes Peak Acura also.. I had bought a new RSX-S when they came out and it was way overpriced and the customer support sucked... so I am not sure that this is just limited to Heuberger.. just more of a "how it works in the springs" thing. anyhow thats just my experience and my opinion not that any of it makes any difference right?

Last edited by REXRED04; 09-21-2006 at 03:32 AM. Reason: spelling
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Old 04-03-2007, 07:48 PM   #13
trooper1556
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i bought my my06 there, after getting many internet quotes they (my home town dealership, when i used to live in CS) were the cheapest, which made me happy that i didn't have to drive to pueblo or denver. they were pushy on extended warrenties & such, but that is to be expected for the price i got i suppose. overall a good experience. also their oil change prices were amazing for a dealership: $15 (during 2006, probably has gone up since i moved)

After this i had been spending my subie bucks on parts there, until i found out how expensive they were. Here's an example - SPT intake & heatshield:
Hueberger including sales tax: $323
subarugenuineparts.com including UPS shipping: $248
So needless to say i saved my self the drive to the dealership & $75

Other than that good people down there,
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Old 02-18-2009, 10:46 AM   #14
Rolfer
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I will NEVER buy another car from Heuberger. I bought a used forester there and the engine blew after 2500 miles. I bought a warranty for the car that I was later told was not applicable because the previous owner had tampered with the wastegate actuator on the ebay turbo that was installed on the car. I was persuaded that the warranty would not be valid due to this so I was refunded the cost of the warranty. When the engine blew two weeks later I was told tough luck, no warranty. I investigated the situation and found out that the car had not been inspected in any way. It was brought in onconsignment and put on the lot. The air filter was so dirty you couldn't see the grooves in the fabric. There is no way that much dirt can build up in a month, let alone a year. Both subaru techs that looked at the car after it blew confirmed that there was no way I could have done that much damage in such a short time. They said it was quite obvious that the previous owner must have known the car was a ticking timebomb and unloaded it. The entire experience has been a complete nightmare.

I spoke with Mr. Ieans above and he had the gall to accuse me of abusing the engine and said to feel free to have my lawyer give him a call. What arrogance! I pay for my own cars and can't afford to have them in the shop all the time. I do not beat my cars. What happened to standing behind what you sell? These guys are criminals and need a lesson in ethics and morality. I wouldn't send my worst enemy to Heuberger. It could have a negative effect on my karma.

As if it matters after an $8000 rebuild, but I didn't get a full tank of gas either.

Ieans said they would take the car back in trade for a value $10,000 less than I paid for it because it had a blown engine. Then he said they would take a $200 loss on selling me a new car. Oh boy, I lose 10k and you lose 200. What a joke. They get the $200 back from SOA on their volume bonuses anyway. Bad business is all I can say. I can give anyone a ride to Denver if they want to buy a Subaru.

Last edited by Rolfer; 02-18-2009 at 10:54 AM.
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Old 02-23-2009, 01:09 PM   #15
BoostAddict712
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Bought my car from them back in Dec of 08. The sale process was great, but the financing portion was a complete nightmare.

Heuberger Motor's finance manager made a mistake on the paper for my trade in and refused to refund in the amount of $16 after I discovered it shortly. They basically "double dipped" the little extra interest I owed from the trade in twice.

Why did I not catch that in time? I felt like a cattle waiting to be processed since I was repeatedly being reminded that he had other customers waiting to get their financing completed as well.

$16 is not a big deal. But the principal of the dealer risking Subaru's reputation and pissing off a customer over a mistake they admitted to but refuse to fix is beyond belief.

SOA will tell you that since it is independently owned, they can't do anything about it. So much for the customer feedback survey eh...

To put the cherry on top, they stated that since the finance manager and the salesman is no longer with the dealer, that they can't do anything about it???

Stay away from Collin Bishop or Heuberger for that matter, you've been warned!
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Old 02-23-2009, 09:23 PM   #16
Max Umbarger
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It's been my royal pleasure to meet and get to know these folks at Heuberger Motors. I've always been treated well. I go there for oil changes, show my face a bit and they recognize me and treat me like family.

Thanks Heuberger
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Old 02-24-2009, 03:49 PM   #17
06WRXTRacer
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I did a lot of maintenance with Heuburger motors in the past on my WRX. After I took my fiancee in and we picked up a 2006 forester, the sales associate was really trying to make a deal and it was his first day so we did a little extra and stretched the deal to help him make the sale. He makes the sale and he got his way out of some paint issues on the we-owe claiming the issues were not present at time of sale. I asked them to pull up the online photos and they claimed they did not keep them on file. After this he sends my fiance a thank you letter that stated "I really like you" at the bottom, which in my opinion was very unprofessional. During the test drive he made small talk, asking where she worked and how she liked it. Two weeks later he shows up to her work asking the next time she will be in. Before this I had no issue with anyone at Heuburger other than that particular sales man, but after speaking with his boss and him defending him with out getting our side of the story I will not go back for anything.
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Old 02-25-2009, 08:24 AM   #18
Subie Gal
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Quote:
Originally Posted by Drac9 View Post
Do not visit this dealership if at all possible. IMO SOA should just shut this place down. With as many customers as I'm sure they are driving away from ever owning a Subaru this place is bad for SOA's reputation.

you do know they are the #1 dealership in the country right?


Personally,
I've always had a great experience there.....
and FWIW, the owner is a great guy...


One jackass wont stop me from ever visiting again or from sending referrals.

What you should do, is get the name of the jackass who did not help you
and complain to Hueberger.... watch what happens

Write a letter, send an email if you really feel wronged.
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Old 02-25-2009, 09:55 AM   #19
Max Umbarger
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I'm with Subie Gal. Mostly complainers posting here.
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Old 02-25-2009, 05:05 PM   #20
06WRXTRacer
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Heuberger is not the #1 dealer, they are just the largest and that's saying a lot sence they sell 50% VWs also. Given the location of the dealership it goes with good reason, but put them in a location like FL, CA, TX or some other section of the country where weather is more forgiving and they would flop.
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Old 02-25-2009, 09:27 PM   #21
Max Umbarger
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They did in fact sell the most Subaru's in the nation. They also stock the largest in the nation on hand. Those numbers do not include VW. If you live in Colorado Springs, you might have known the big write-up they got in the Gazette months ago.
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Old 02-26-2009, 12:00 PM   #22
Subie Gal
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Quote:
Originally Posted by Max Umbarger View Post
They did in fact sell the most Subaru's in the nation. They also stock the largest in the nation on hand. Those numbers do not include VW. If you live in Colorado Springs, you might have known the big write-up they got in the Gazette months ago.
correct.

why would I make that up?
I work for Subaru. we get these reports

Dealer Ranking Report - MTD 02/26/2009 11:56 AM (EST)
Rank Dealer Sales

1 HEUBERGER MOTORS, INC. 98

2 MANCHESTER SUBARU 60
3 PATRICK'S SUBARU 58
4 METRO WEST SUBARU, LLC 54
5 COLONIAL SUBARU, INC. 52
6 WENTWORTH SUBARU 50


sorry but Hueberger rocks.

don't let one jackass ruin what is truly a good company

get the jackass in front of his boss
nothing will change if the boss does not know he's got a jackass on his hands.
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Old 03-31-2009, 10:35 PM   #23
Maudy
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Thumbs up

I just bought an 09 WRX from Heuberger. I have a few points to make regarding my experience.

First point; My salesman is Arthur Tompkins. I say is, as opposed to was, because I will use him again. I have purchased more than my share of cars over the years, and Art is the first salesman I would recommend to my own family.

Second point; I arrived one night to show my wife the car. Art wasn't there, so I was "helped" by another associate - a very bad idea. I should have called ahead to make sure Art was there. I was treated extremely poorly, and I left the dealership angry, with my family in tow. Art called me the next day and calmly explained a few things, made a few valuable suggestions, and from then on everything was handled beautifully (not because I lost my cool, but because Art was looking out for me). Not all salesmen are equal at this (or any) dealership, but Art is a cut above and highly recommended.

Last point; the financing went very well. In fact, the smoothest I have ever experienced. Collin Bishop went above and beyond in getting me the financing I required. I had already arranged financing (as you should before going in to any dealership), but Collin made it even better.

Whenever I go back to the dealership (oil changes, etc.) I will make a point to say "hello" to Art and Collin. I consider them both my friends.
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Old 04-02-2009, 02:19 PM   #24
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I'm going to have to side with the naysayers, here. One person can and will ruin your reputation.

I purchased my 2005 Legacy new from Heuberger several years ago. I had zero issues with them at the time. So when I was ready to get a new car, I headed back to Heuberger to look at their 08 WRXs.

I wish I hadn't...

It's been about a year now, so I can't remember the name of the salesperson anymore. But the story is still the same. My salesperson was a liar and an idiot, plain and simple. Heuberger had an ad on their website for a lease deal on the WRX. When it came down to numbers, they were off of their ad price by roughly $60/month. There were no additional options added to the car, and my trade was worth a lot more than what was owed. So it didn't make any sense.

The sale guy proceeded to tell me that they would not give me the ad price because they goofed when appraising my trade. He told me they used the wrong model and a newer year. This was even more confusing because he decided to pull out his little NADA book from his drawer to show me the value difference. Except it showed that what they offered me on my trade was about $4k short of trade in value of the model that they supposedly based my car's appraisal on (It was even a bit low for the correct model and year). I asked him to explain the difference and he blamed it on mileage (this was in 2008, the Legacy was a 2005 with less than 35,000 miles)... obviously he was making things up.

I asked him for a pen and did some quick math with him. I asked him to take those numbers to his sales manager. He refused. He stated that his first offer was his final offer and that he had the last say. I again asked him to take my offer to his manager. He stood up from his desk, told me that he was done talking to me and walked away like a child. At no point were voices raised or curses exchanged. He just got up and turned his back on a customer.

The sales manager did call later that night to say that he would do the deal with the numbers that I had given to the salesperson after the math lesson. But it was too late. They had lost a customer forever. And hopefully some new ones that read this as well.

I purchased the WRX from the GO Subaru dealer about 90 miles away from my house the next day. I will never return to Heuberger whenever I'm in the market for a new car. I will gladly drive an hour and a half or more to deal with someone that can provide competent service. One person will ruin your reputation. There are too many choices for me, as a consumer, to have to put up with anything less than good service. Doesn't even have to be great... just not bad. It's not an option.
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Old 04-04-2009, 04:20 PM   #25
Rolfer
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2004 forester xt

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Just because some of you had good experiences it doen't negate the fact that some of us had absolutely horrible experiences. We are not "complainers". Heuberger royally screwed me and I have no qualms about warning others. Drive to another city or call a broker. Don't buy from Heuberger. You may get a great deal or your may get tossed under the bus as the people here have. I honestly don't know how they are #1 in the nation. I don't know why American Idol is a top program either. Evidently, people enjoy mediocrity and worse.
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