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View Poll Results: How would you rate your experience with this dealer?
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Old 07-07-2012, 11:34 PM   #1
tad_07
Scooby Specialist
Member Sales Rating: (10)
 
Member#: 235873
Join Date: Jan 2010
Chapter/Region: South East
Location: Atascocita, Tx
Vehicle:
06 98RSTI
06STi, 62Bug

Default JK Subaru Nederland, Tx

JK Subaru Nederland, Tx

General Manager: Daylyn Turner

Sales: James Glenn and Ryan Smith

Intro:

I will be updating this review as time (and my service through them) goes on. This is the first new car I’ve ever purchased but I have purchased many cars in my life time 2nd hand because I could never justify the cost of a new car. I actually strongly considered a Porsche Cayman S (2006-7 model) since they were selling for about the same price but insurance and the price of parts would eat me alive right now. I am not new to Subaru, I have had a few and still have a couple; current have a 93 Impreza Wagon with full RHD & V4 STI conversion with some goodies (selling this one to help pay for the BRZ) and a 04 STI.


Review:

I used SOA to inquire about pre-ordering a 2013 BRZ before you could actually order them. I promptly received a call and email in response to my inquiry from James who was very polite and gave me all the info he had at the time. I was able to get on the pre-order list within the first week they were able to be pre-ordered (3-10-12 to be exact). They were only asking for $100 deposit for my order, but I already knew that I was going to take one home so I gave them $1,000. I didn’t haggle on the price since it was not given at the time and the estimated cost was around $25k (I ordered a Limited, which I already knew that Subaru generally charges an extra $2k for a Limited model). Knowing that I was actually spending about $27,000 plus options and what that typical options and prices are helped me come up with a rough estimate in my mind. I did not properly calculate taxes, doc fees, the damn shipping fee and I was way off on the “diffuser” which ended up costing $800 plus tax.

Once Subaru announced the $25,495 price tag for the premium and an eta. for mid-May for the beginning sale date, I received word from James that my car would be in by the end of May. Thanks to ft86club for releasing option prices (except the diffuser), I then had an even better idea of the price. The beginning of May the SOA website updated the BRZ page and then I saw the terrible price of the “diffuser” was…I contacted James about the price immediately to confirm that it was indeed $750. He confirmed that it would be $801 installed….yea…

At this point I requested that the “diffuser” be removed from my order since it was a port installed option anyway. Much to my dismay after I found out a price I had them check all the way up to the district manager about changing my order to remove it. Everyone they spoke to said it would change my order and the car would go to someone else due to the order change and I would most likely be looking at next year before I could get the car without a diffuser. May see if I can sell it for a decent price and get an aftermarket one later that actually works....I do not fault my dealer or salesman as they did check with everyone they could over anything I wanted (or not) and the option was there to receive the exact car at a later date. I was just tired of waiting, as I've already waited few months since I pre-ordered it and watching it since the first concept car.

The end of May came around and I was BRZ’less….around May 28th I received a call with an exact date (June 12th). I was disappointed that is did not come in the last part of May as I was told it would, but I figured June 12th wasn’t much different. Called James on the 11th to confirm that my car would indeed be there the 12th and he said yes it would. At that point I confirmed the VIN number and put insurance on the car that day. I worked a 12hr night shift on the 11th (rolling through to the 12th), so I took a short nap when I got home (woke up at 11am) and got every thing together and loaded up. My girlfriend and I were ready to make the one hour trip to get to the dealer to pick up the BRZ and knock out the paper work. A little bug in my ear told me to call again and thank god I did….turns out my BRZ did not come in, yet I did not get a call. When I called I spoke with Ryan on the phone and he was the one who informed me that it was not there and wasn't going to be that day, but he said he would have James (my sales guy) call me as soon as he got back in to talk to me. Needless to say I was not happy about not getting a phone call or that the car was not in when I was told it would be in again…

Approximately 1½ - 2 hrs later I received a phone call from James which at that time I could not answer. When I was able to call him about an hour after that he answered my call while he was still talking to the district guy again about where my car was (I could here the dist. guy on the other phone). I received the date of the 22nd which I was not really happy to hear and was almost ready to tell them I wanted my deposit back. If I hadn’t called ahead of time and spent 2 hrs worth of drive time and gas for a 2nd bad date I would have asked for my deposit back then. I lost out on some insurance money on a car I did not have and a good chunk of sleep that I don’t get enough of already.

Monday June 18th I got a text saying my BRZ was indeed there, however, at that point I was on day shifts then and there was no way I could make the trip to get the car until Friday June 22nd or Saturday due to my work schedule and the drive time to get the car.

I had already spoken with James and Daylyn (the general manager) that I did not want any stickers on the car, a front plate put on it (required in Tx where they are but not in La where I live and I didn’t want a ugly bracket or 2 wholes on my front bumper) or for anyone to mess with it other than whatever they needed to do to inspect it ….didn’t even want anyone looking at it lol. James put it on the show room floor and didn’t even let anyone open the doors, which is pretty awesome to me. They did stick their JK Subaru badge on it though, which came off when I de-badged car as soon as I got home.

The day of the sale everything went very smooth. I picked it late Friday (about 7pm when I got to the dealership) after I got off my shift. James had all the paper work done and it was ready for me to review once it was printed. Everything was in order with no silly sneaky add-on’s or mark ups. James had even offered ahead of time to stay past their closing time (8pm) if I couldn’t make it during normal hours, since he knew I had been waiting on the car. A small thing I didn’t notice but still something that bugs me a little; I did not get the rubber trunk mat option that I ordered with the other options and it was listed on my order form (was not charged for it on the final invoice)…got the damn diffuser though….ranting about it again I know, sorry.

In general I am most displeased with the way Subaru has gone about the entire BRZ release process.
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Old 07-07-2012, 11:35 PM   #2
tad_07
Scooby Specialist
Member Sales Rating: (10)
 
Member#: 235873
Join Date: Jan 2010
Chapter/Region: South East
Location: Atascocita, Tx
Vehicle:
06 98RSTI
06STi, 62Bug

Default

While I was de-badging my car I the first day I had it. I noticed that there were some cracks in the paint on top of the trunk just in front of the spoiler. Took some pics and sent them to James since I didn’t notice them before I left and wanted to contact him about it asap. My girlfriend sent the email for me since I had to go back to work again (yea I work a lot ). I received this response: “I cannot see any scratches in the pictures that you have attached. As you know, after polling Subaru customers, they decided to use recycled paint. Knowing this car was for you, I took extra measures to make sure the car was taken from the transport truck, washed and immediately placed on the showroom. Let me know when you can bring it back into us and we will have the scratch buffed. If you can send me a better picture..” Makes me happy that he can’t even see it but is ready to have it taken care of.


I will say this about them too: Daylyn and James (Ryan wasn’t hired until just before I picked up my car but he was nice to talk to then too) both always greeted me and actually spoke with me every time I went in there. This includes a few times I went in just to waste some time before I even knew they were going to make the BRZ much less buy one. They heard about me from my girlfriend popping in at random telling them about all the different Subaru’s I had then. They asked about how I thought they could make their dealership better, hosting evens, meets, etc. and seem to actually want to be a good dealership.

Last edited by tad_07; 09-08-2013 at 11:07 AM.
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Old 09-08-2013, 11:45 AM   #3
tad_07
Scooby Specialist
Member Sales Rating: (10)
 
Member#: 235873
Join Date: Jan 2010
Chapter/Region: South East
Location: Atascocita, Tx
Vehicle:
06 98RSTI
06STi, 62Bug

Default

Update on paint situation

Talked with Summer [service manager at the time] and she said to bring it in so they could take more pics and get a quote to fix it on their body shop side. Brought it in for an oil change later on and let them do they needed to do.

Skip to the next oil change, ask Summer for an update and she said that they were waiting on the district manager to come in a few days and she would have an answer then. She said that she just got the STi I parked next to repainted for the same reason so it should be a problem.

Skip to the following oil change, new service manager [joy ] has no clue what is going on of course so I fill him in and he says he will get right on it.

3 days later I called in to see what he has found out and this is what he had to say "I'm not going to lie to you I completely forgot and haven't done anything". I said ok well thanks for at least being honesty, but this situation has gone on far too long and my car still looks messed up. He says ok and he will actually look into it now and he would give me a call back the next day or the day after. [not a good first or second impression ] Surprise, surprise no phone call for 3 days. I called the dealership to speak to the manager[Daylyn], but he was out of time so I had to wait for him to call me back.

Had the car almost a year now [1 yr in a few days from the following phone call]. Received a phone call from him and I ran over everything again. He did recall the situation being brought up and they were not going to fix it. He said "Subaru said that if the paint had chipped and caused rust that they would repair it, but they would fix just cracked paint". He offered for me to bring it in again and he could look at it and possibly tell me why they won't cover it.


So at this point I've done some hunting on the forums and found a LOT of people with similar issues and pretty much all of them had to take legal action to have their cars fixed. This is pretty ****ty to me and can't believe I paid a premium for a vehicle and get no real service or craftsmanship warranty apparently. I will probably consult with a legal rep soon since I'm not getting anything done myself.
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