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Old 08-06-2003, 08:13 PM   #1
JLMarx
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Default Mastro Subaru in Tampa just screwed me!!!

I cannot believe what just happened. Mastro Subaru in Tampa, FL went from being the greatest dealer to the most underhanded dealer I have ever dealt with in the space of 30 seconds.

I have bought 2 cars from them in the past and had nothing but great experiences. So, naturally I ordered my STi from them even though I now live in Annapolis, MD. My STi arrived last Friday but I couldn't get down there last weekend, so I was going to leave tonight to drive down and pick it up. Right before I leave work this afternoon I get a call from my salesman. HE SOLD THE CAR LAST FRIDAY TO SOME JOE OFF THE STREET! He was hoping to have another one in by this weekend, but obviously that didn't happen. Mind you, I have had a deposit down for a good 4 months and once it arrived, I was in daily contact with my salesman. Apparently some guy from the street waving money in their face totally disqualifies any kind of waiting list or CUSTOMER LOYALTY.

So here's a question: if they thought they were getting another one in less than a week, why not sell that one to the LOCAL guy? This is the only weekend I can make the trip for like a month.

God, I'm so pissed. I can't think about this anymore. I need a drink.

x 435,609,681

PS - Anyone know of a dealer within 300 miles of Annapolis with a Blue/Gold STi at MSRP?
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Old 08-06-2003, 08:19 PM   #2
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Wow, that sucks.... Whoever walked off the street was probably offering more than MSRP.

I wonder what you can do legally, Possible lawsuit for breaking a contract?
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Old 08-06-2003, 08:20 PM   #3
ANZAC_1915
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I would call 1 800 SUBARU3 and complain.
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Old 08-06-2003, 08:28 PM   #4
Unabomber
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I have heard story after story of accolades about them. It is amazing how many people will fly/drive just to buy a freaking car from them. They were the east coast version of Irvine Subaru. This story really sucks. If it were me, it would be BBB time, sign them up for Viagra time, and all other forms of evil. Not to discredit you though, but there is always another side to the story. I am anxious to see if the other side will be told. I am willing to bet that it wasn't the dealership, but rather the salesman that got you good. I would talk to the sales manager.
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Old 08-06-2003, 09:02 PM   #5
JLMarx
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UPDATE: I told my father, who still lives in Tampa, what had happened and he decided to go over to Mastro and talk to them in person. He talked to Steve Mastro, the sales manager and owner (I think). Apparently, Steve was *very* defensive and hostile towards my Dad. He apparently admitted no wrongdoing whatsoever. My Dad was left with a very bad taste in his mouth and called me as soon as he left the dealership to tell me.

Looks like I'll be calling first thing tomorrow morning to get my deposit back. I am still just shocked by this whole turn of events, but I am not going to forget it easily. I am going to call SOA and write and very strongly worded letter to Mastro and cc SOA tomorrow.

This is totally unacceptable and I plan to make this as hard for Mastro as I possibly can.
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Old 08-06-2003, 09:03 PM   #6
Mr. Grinch
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I'd tell them they are on the brink of loosing a sale, and a repeat customer, and that you are inclined to to let everyone you know hear about this.

Speak to the GM of Sales first and explain this. If they don't do anything for you (cut the price, throw some stuff you want in with the deal) then tell them to expect a letter in the mail.

Write out the letter explaining situation and how they lost the sale and loyal customer. CC it to JDpower, Subaru America, your local BBB or Consumer agency, your local newspaper. Send it registered.

Get on the wait list at the best, closest dealer... the one with a reputation for the best service dept.
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Old 08-06-2003, 09:18 PM   #7
LinuxGuy
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What does a dealership care about a customer now a days anyways? All a dealership looks for is whats in their best intrest, they dont care if you bought cars from them before, as long as they make their money, thats all their using you for, thats whats the business is all about.....

I dont care how good the dealership is, they can put the icing on the cake saying, their the best dealership around, or their the highest volume dealer around, or how great their prices are, its just a big pile of cow manure (figuretively speaking), they dont care about you, they care about whats in your wallet, and if they can play with your emotions to get into your wallet, by all means, they will.

This is just one of the reasons why I have no respect when I go car shopping, I know the game they play, so you might as well play it back twice as hard.
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Old 08-06-2003, 09:23 PM   #8
thrdeye
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awww I'm disappointed.

I ordered my prodrive springs from them and they were really cool.

I know that there's a big difference between $300 and $30k, but still disappointed
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Old 08-06-2003, 09:41 PM   #9
Leonardo
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The guy's name is not Steve, it's Pete, Pete Mastro.

Damn shame that happened!
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Old 08-06-2003, 09:43 PM   #10
JLMarx
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Actually Pete Mastro is the service manager. Steve, his brother, is the sales manager (I am fairly certain, anyway).
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Old 08-06-2003, 10:31 PM   #11
M
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kick them in the nuts, that's totally unaaceptable and i personally would sue them
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Old 08-06-2003, 11:31 PM   #12
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Unaceptable.

They certainly lost my respect, reading this.

Ahhh, The power of Subaru messgae boards.
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Old 08-07-2003, 12:59 AM   #13
XT6Wagon
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DON'T get your deposit back. Basicly you whole power to stuff your foot up thier rectum is based on them still having it.

Call the BBB down there and ask how to file a complaint with them, AND with the local DA.
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Old 08-07-2003, 01:16 AM   #14
ANZAC_1915
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Really, call Subaru. This sort of stuff is not acceptable from the dealer network, and the regional Subaru rep needs to know about it.

Last edited by ANZAC_1915; 08-07-2003 at 01:27 AM.
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Old 08-07-2003, 03:46 AM   #15
trenity8_u_up
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All incidents are different, having talked to Pete Mastro on the phone. Even after he knew that I was not buying from them he talked to me and answered all my ?'s about the STi and this was during the time they probably were fed up with people asking about them. So he won me over for his customer service.
Probably a salesman behind it. Call SOA let them know, get on SOA website and look at the inventory of dealers around you. I found mine for MSRP during the first allocation less than 150 miles away. They had 3 on the lot not sold then. You will find one, just search and call the dealers.
tren
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Old 08-07-2003, 07:14 AM   #16
CRex
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i have had a deposit down at subaru in annapolis for four months as well., mine is blue with silver wheels

I am willing to give you my slot.. if you would like. maybe you could work out a trade to get the gold wheels
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Old 08-07-2003, 07:51 AM   #17
robmarch
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Sorry to hear this, I'll give you my advice in person ...
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Old 08-07-2003, 08:13 AM   #18
Guyver
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Try East Imports in Grand Rapids Michigan. Ask for Robert Pasma
He have 2 STI's . They sell for MSRP. Tell him Steve sent you.
Here is the tool free number and site 1-800-678-1302
Here is one of them that they have instock.
http://subaru.eastimports.com/index....erDealerID=278

http://subaru.eastimports.com/index.cfm?action=Home
guyver
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Old 08-07-2003, 08:15 AM   #19
mindchatter
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Hey JLMarx - I'm SO sorry to hear this story. You'd asked for a "on the level" dealership with a blue/gold for MSRP. Well, I bought my STi from Secor Subaru in New London, CT (approx. 4-6hrs depending on traffic). If you can manage that much of a drive I'd URGE you to go get yours there. I met the GM and svc manager and they are all great people who would NEVER do ya like that. My salesman's name is Brian Ichter and I'm 99% sure they still have a blue/gold on their lot for MSRP. They will let you go along on PDI and fill-up if you'd like as well. IMO well worth a Saturday spent driving. Good luck dude!
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Old 08-07-2003, 08:16 AM   #20
JLMarx
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Quote:
Originally posted by XT6Wagon
DON'T get your deposit back. Basicly you whole power to stuff your foot up thier rectum is based on them still having it.

Call the BBB down there and ask how to file a complaint with them, AND with the local DA.
What power do I have? I have no power. All I have is $1000 on an unspecified Blue STi that has no VIN or delivery date. They've got me by the short hairs if I stay with them.

But you're absolutely right, the BBB and SOA will be hearing about this.
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Old 08-07-2003, 08:19 AM   #21
JLMarx
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Quote:
Originally posted by CRex
i have had a deposit down at subaru in annapolis for four months as well., mine is blue with silver wheels

I am willing to give you my slot.. if you would like. maybe you could work out a trade to get the gold wheels
Thanks for the offer, CRex, but I'd rather just wait a little longer and find the exact car that I want. If I'm going to pay $33k for something, I'm not going to compromise.

Thanks anway though!
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Old 08-07-2003, 08:20 AM   #22
JLMarx
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Thanks for the advice, Guyver and STiDayDreamin', I'll definitely look into both of them. It's at least a comfort that all of you guys feel my pain.
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Old 08-07-2003, 08:38 AM   #23
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Not only BBB and SOA, now Nasioc members knows about it too, which is pretty much worldwide.

I could understand if you didn't have a deposit down and don't call everyday to check up. But you have and do both so that's low on their side. You car should have been listed as sold since you've made plans to go pick it up already. For Mastro to sell it like it's not yours, after waiting for 4 months, is just a belittle thing to do on their part.

Dealers gets cocky with things going straight up into their heads and looses the reality that their loyal customers won't be back. Plus they'll be turning away business with a word of mouth. Thanks for the heads up.
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Old 08-07-2003, 09:02 AM   #24
Mr. Grinch
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Quote:
Originally posted by LinuxGuy
What does a dealership care about a customer now a days anyways? All a dealership looks for is whats in their best intrest, they dont care if you bought cars from them before, as long as they make their money, thats all their using you for, thats whats the business is all about.....

I dont care how good the dealership is, they can put the icing on the cake saying, their the best dealership around, or their the highest volume dealer around, or how great their prices are, its just a big pile of cow manure (figuretively speaking), they dont care about you, they care about whats in your wallet, and if they can play with your emotions to get into your wallet, by all means, they will.

This is just one of the reasons why I have no respect when I go car shopping, I know the game they play, so you might as well play it back twice as hard.
All good points. That's why you have to play the angles. I don't know what makes Subaru tick, but for example, BMW uses customer service ratings... lower ratings means less money to the dealer. In the case of Ford, they certify dealers with the "Blue Oval" certification. If your dealer doesn't get a decent JD Power rating, they loose their Blue Oval cert. In the case of my friend, after a dealer replaced his 3rd engine in his mustang, he finally went and spoke with the JD Power rep in the area who happened to be a friend of his. Needless to say it got some action.

I won't say that all dealers have screws you the customer can use to squeeze them back, but certainly some of them do.

I raised my tone in front of a bunch of service writers in a busy dealership and was able to accomplish more through that tactic in 10 minutes that I had managed in the previous 6 months of being polite, documenting and sending letters, bringing the car in over and over again to have the issue looked at.
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Old 08-07-2003, 09:08 AM   #25
VVVV
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Call up the local newspaper and try to take out classified ads in the Subaru section saying that they sold your presold car. Put one in every car column that they sell. Once they see it, then you will have some bargaining power.
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