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Old 08-07-2003, 09:22 AM   #26
JLMarx
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Angry UNBELIEVABLE!

I just got off the phone with Steve Mastro... What an a$$. As soon as he heard my name, he was immediately hostile towards me. He offered no explanation whatsoever. he said he could "do whatever he wants" and has "no reponsibility to you at all." he then went on to accuse not only me of lying, but his own salesman of lying!

This guy is a serious tool and apparently knows nothing about customer service and good business practices.

I STRONGLY urge anyone that is thinking of doing business with them to stay away. It is unfortunate to lose one of a few decent Subaru dealership, but this is intolerable.
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Old 08-07-2003, 09:45 AM   #27
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Edited to remove ignorant heat of the moment comment. Sorry folks, nothing to see here.

Last edited by Unabomber; 08-07-2003 at 09:39 PM.
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Old 08-07-2003, 09:57 AM   #28
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I would call and ask to talk to Pete(he's a really nice and reasonable person). I doubt you're going to get anything more than a simply apology from him and the next WRB/Gold car that arrives. I would ask for a free set of floor mats or something you really feel that damaged.

I saw a pre-sold WRB/Gold STi sitting for weeks(might of been diff cars). Are you sure it isn't you dragging your feet with taking delivery? You didn't get a VIN number?
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Old 08-07-2003, 10:16 AM   #29
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Quote:
I would call and ask to talk to Pete(he's a really nice and reasonable person). I doubt you're going to get anything more than a simply apology from him and the next WRB/Gold car that arrives.
Personally, I wouldn't give them the business. They should stick by what they said they do. If you just buy the next car then they've won, they still get the profit from selling you your car.

Just go somewhere else. The cars are getting much easier to get here. I know people that have got them without waiting.

Glenn
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Old 08-07-2003, 10:21 AM   #30
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Yeah, what Glenn said!!!

Just talk to SOA before you pull your deposit!

Geeez, what hapened to the good old days when the cliet was always right?
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Old 08-07-2003, 10:28 AM   #31
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Quote:
Originally posted by lstepnio
I would call and ask to talk to Pete(he's a really nice and reasonable person). I doubt you're going to get anything more than a simply apology from him and the next WRB/Gold car that arrives. I would ask for a free set of floor mats or something you really feel that damaged.

I saw a pre-sold WRB/Gold STi sitting for weeks(might of been diff cars). Are you sure it isn't you dragging your feet with taking delivery? You didn't get a VIN number?
Should I be insulted by this question? Because I am. Why in the world I drag my feet? Don't you think that I, just like everyone else on a waiting list, wants to get their car as soon as possible? This was the very first opportunity I had to come and get it after it was delivered to them. What else am I supposed to do? From the moment my salesman called and told me it had arrived I told that I would be there tomorrow. I never changed that date once. And everytime he responded with "that's perfectly ok."

No, I never did get a VIN. I asked for it when the car was on the truck from the port and they didn't have it (or so they said) at that time, and then I never asked again when the car was delivered. But that doesn't excuse their conduct in the least.

And I totally agree with Glenn. The last thing I did when I was on the phone with them this morning is ask for my deposit back. They won't be getting any more business from me or anyone else I can convince. I have a couple leads on available cars that are closer anyway.
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Old 08-07-2003, 10:34 AM   #32
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I would of taken advantage of the whole situation and asked for free options or an adjustment on the agreed upon price. I'm all for the principle of the matter but if it puts money in my pocket it's a whole another story.

I didn't mean to insult you as I can totally understand your frustration.
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Old 08-07-2003, 10:44 AM   #33
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Like what was mentioned before, the most damage you can do in the short term is to get them a bad rep with Subaru. Because a huge chunk of their money and allocations come from customer feedback. When I bought my car the dealership begged me to give them a favorable rating and busted their butt to make me happy. They told me that customer satisfaction surveys was key to their relationship with Subaru. I would also e-mail them a link to this thread so they can see all the potential customers they are loosing.
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Old 08-07-2003, 10:50 AM   #34
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I am sorry to hear things did not work out with Mastro. I cannot believe that they would screw you over. I put my deposit down on my STi a few months ago and took delivery this past Saturday. The reasons I choose to buy from them were their reputation and the excellent way they treat people. Mastro Subaru has been, by far, the best experience that I have had buying a car. I would recommend them and also recommend buying from my sales guy David Cardwell. I talked to Mastro this morning and mentioned this, so I have both sides of the story. I am not picking any sides. I just find it hard to believe they would intentionally screw someone. You have to remember that they are one of the highest volume dealers in the southeast, so they cannot sit on a STi and wait. They have to move um out as to not mess up their allocations. Regardless, they seem to get two or three STi in every 3 to 4 weeks. I would just wait for the next one. Mastro is still number one in my book. Just my two cents, but I am sorry to hear about your situation.
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Old 08-07-2003, 10:56 AM   #35
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Default more to the tale?...

i can understand you are probably upset, but @ the same time, I think you may have jumped the gun a bit.

I heard about mastro about a year ago from this board regarding them as the only choice for subaru dealings if I wanted fair and geniunely nice treatment. I have found nothing to be contrary to that statement thus far. I placed a deposit, we called back and forth as news was released, they called weeks in advance with the expected delivery date, and when it came in - I was unable to go get it for nearly a week (one of their first 3 cars) and when I picked it up - it was perfect (with only 7 miles) and all of the staff was extremely nice. since then, parts and service help via phone has been flawless. (I live about an hour away and the local dealers here are less than desireable)

perhaps there was mis-information on both sides that led to this unfortunate misunderstanding? I'm not privy to the details, but maybe a better solution could have been reached had the situation been dealt with differently by both parties? I've been in car sales (BMW, landrover etc) and have been a customer of other marqes. So i've been both the irate customer @ times, as well as the dealer representative. I just would hope that there is more to this story (perhaps the other side is the exact same, or way differnt) and that one person's tale of misfortune doesn't negate the 1000's of tales of positive experiences.

just my '02.
Cheers,
Sean
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Old 08-07-2003, 11:14 AM   #36
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Well, to respond to what some people have been saying... Until this exprience I had nothing but good things to say about Mastro. As I said before, this was set to be my third car from them in 3 years. They had always been honest and up front with me. Which makes all the more shocking that this has happened. And it's not just that the sold the car out from under me. It's that they didn't even tell me they did it. They didn't tell me it was in jeopardy. And they didn't take responsibility or apologize when they were forced to fess up.

The situation could have been remedied very easily by saying "Yes, Mr. Marx, I'm terribly sorry. But we have another car coming in a few days." But that's not how it went down. Unfortuately, they were very hostile to me on the phone and my father in person. It's totally out of character for them, and I know some of you will not believe it, but it's true.

Some of you will probably think that I am not telling the whole story or that I am blowing it out of proportion, and that's fine. You can think what you want, but they will not get any of my money.
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Old 08-07-2003, 11:16 AM   #37
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de·pos·it ( P ) Pronunciation Key (d-pzt)
v. de·pos·it·ed, de·pos·it·ing, de·pos·its
v. tr.
To put or set down; place.
To lay down or leave behind by a natural process: layers of sediment that were deposited on the ocean floor; glaciers that deposited their debris as they melted.

To give over or entrust for safekeeping.
To put (money) in a bank or financial account.
To give as partial payment or security.

v. intr.
To become deposited; settle.

n.
Something, such as money, that is entrusted for safekeeping, as in a bank.
The condition of being deposited: funds on deposit with a broker.
A partial or initial payment of a cost or debt: left a $100 deposit toward the purchase of a stereo system.
A sum of money given as security for an item acquired for temporary use.
A depository.
Something deposited, especially by a natural process, as:
Geology. A concentration of mineral matter or sediment in a layer, vein, or pocket: iron ore deposits; rich deposits of oil and natural gas.
Physiology. An accumulation of organic or inorganic material, such as a lipid or mineral, in a body tissue, structure, or fluid.
A sediment or precipitate that has settled out of a solution.
A coating or crust left on a surface, as by evaporation or electrolysis.


Whats the point of putting a deposit down for a car in the first place if their going to sell it from under you?
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Old 08-07-2003, 11:29 AM   #38
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Exactly! Well put, LinuxGuy
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Old 08-07-2003, 11:56 AM   #39
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Default Re: more to the tale?...

Quote:
Originally posted by Turbomb
perhaps there was mis-information on both sides that led to this unfortunate misunderstanding? I'm not privy to the details, but maybe a better solution could have been reached had the situation been dealt with differently by both parties? I've been in car sales (BMW, landrover etc) and have been a customer of other marqes. So i've been both the irate customer @ times, as well as the dealer representative. I just would hope that there is more to this story (perhaps the other side is the exact same, or way differnt) and that one person's tale of misfortune doesn't negate the 1000's of tales of positive experiences.

just my '02.
Cheers,
Sean
Hey, misunderstandings happen. Both parties agree that a misunderstanding occurred, and the situation is handled gracefully, often with compensation to the customer. There doesn't appear to be a lot of accomodation on the part of the dealer here, even if there was some situation that occured beyond the dealer's control.


Quote:
He offered no explanation whatsoever. he said he could "do whatever he wants" and has "no reponsibility to you at all." he then went on to accuse not only me of lying, but his own salesman of lying!
This is not customer service. Regardless of the initial circumstances, this is an unacceptable way for the sales manager to deal with an unhappy customer. period.

now for the opinons: The sales manager does have a responsibility, in this case, to the customer. The sales manager should have offered to have a car shipped from another dealer, or at the very least get the customer a car from the next allocation with a discount for the wait. Making a couple less dollars profit on this car is not the point, after a mistake happens. At that point, the sales manager's job is to keep a repeat customer happy. losing a couple hundred dollars off of an MSRP sale, after the car was sold out from under the buyer at probably more than MSRP, is the price of doing business. The manager should have located a Blue/Gold at another dealer and worked things out.
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Old 08-07-2003, 12:01 PM   #40
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I keep checking this thread hoping that someone from mastro will have teh guts to jump in and say something
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Old 08-07-2003, 12:13 PM   #41
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Default Sheep!!

It is so easy to jump on the bandwagon and badmouth the largest Stellar Performer Subaru dealer in the South East without knowing all the facts. I hope JLMarx will come clean and tell the whole story. Do you think this family owned business which has been at the same location since 1969 would really intentionally screw a customer?
Mr. Marx neglects to tell you guys that his Sti came in last month but he was not ready to purchase and passed up that car for one in our next allocation. Then when the second car came in, unfortunately for him his transmission went bad on his WRX trade and so he was unsure when he could exactly make it down here. His car was towed by an uninformed tow truck driver by two wheels and it messed up his transmission. That was beyond his control.
Our sales manager sold the STi to the next customer on the list NOT some 'joe' off the street waving cash! We expected two more STi this week but there is a delay at the Subaru distribution center, which is beyond OUR control!
We can not have STi's sitting idle on our lot as it interferes with our allocation. The more Sti we deliver the more we get allocated to us. Basically that means the customers get their cars quicker. Some customers like Mr. Marx have been called and told that their car is arriving sooner than we thought and they have asked to be put further down the list which is no problem. That is what we did with Mr. Marx.
I am the Internet Manager here at Mastro Subaru and I have had many experiences with out of state customers. My first Sti delivery was to Decatur, GA. I admit that these deals can be very challenging and sometimes not everything goes to plan but nothing is ever done malicously or unethical like Mr. Marx is claiming. I am sure there will be plenty of my long distance customers respond once they read this thread and share their experiences about Mastro.
I understand that you can not please everyone and over the years Mastro has probably had its fair share of pissed off customers, but they do have a great reputation and they always try to make the customer happy. Mr. Marx was offered the next Blue STi or his deposit back, he chose his deposit.
We do not like negative press and I am sure the doubters will see my response as biased. I just want you guys to know the other side of the story because there always is one.
Oh and to clarify what some people do not know. Pete and Steve Mastro are brothers. Pete is head of the Service and Performance department and Steve is head of the Sales department. Bruce Donnay is the Sales Manager who recently came from Stohlmans in VA and he is held in high regard with Subaru.
Thank you for your time.

David Cardwell.
Internet Sales Manager & Performance Specialist.
Mastro Subaru,
Tampa,FL.
800-683-2532
www.MastroSubaru.com
www.MastroWRX.com
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Old 08-07-2003, 12:31 PM   #42
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Default Re: Sheep!!

Mr. Cardwell, you clearly are misinformed (or lying). And now you've forced me to defend my integrity by picking apart your response, so I that is what I will do.

Let's start here:

Quote:
I hope JLMarx will come clean and tell the whole story.
I have told all of the relevant facts related to this experience and have not distorted anything to suit my own agenda, as you claim. Everything that I have said has been truthful to the letter.

This is a juicy one:

Quote:
Mr. Marx neglects to tell you guys that his Sti came in last month but he was not ready to purchase and passed up that car for one in our next allocation.
No such information was relayed to me, and I made no such decision. The only thing that even compares to what you are saying is that about a month ago I was told my car was to arrive shortly. Then, I received another called a few days later, saying there was a "delay in the pipeline" and my car would be a couple more weeks away. So, I said ok, of course. If that was truly the case, then there was nothing that could be done about it. OOPS! I'm sorry, did I just uncover ANOTHER lie? Perhaps the car that was supposed to be mine actually did arrive in another allocation, but I am CERTAIN that I never passed on a car. That, my friend, is an out and out lie.

Continuing:

Quote:
Then when the second car came in, unfortunately for him his transmission went bad on his WRX trade and so he was unsure when he could exactly make it down here. His car was towed by an uninformed tow truck driver by two wheels and it messed up his transmission. That was beyond his control.
This is mostly true, my car was towed from a lot in the middle of the night by an uneducated company that destroyed the front and center diffs. It did take a while to complete the repairs. However, since the day my STi arrived I had informed my salesman MANY times what day I would be down to take delivery. This date was discussed at least 4 times and it never changed. And it was never conveyed to me that this date was unacceptable.

More:

Quote:
Our sales manager sold the STi to the next customer on the list NOT some 'joe' off the street waving cash!
Well, unfortunately for you, I found the guy that bought my car. And he was not the next customer on the list. He was at the dealership to co-sign for another person buying another car and asked about mine, sitting on the lot. You said it was for sale, and he bought it. That's how it went down. (Granted, this is hearsay, since I wasn't there, but I'm inclined to believe it since this guy has no axe to grind.)

And:

Quote:
Some customers like Mr. Marx have been called and told that their car is arriving sooner than we thought and they have asked to be put further down the list which is no problem. That is what we did with Mr. Marx.
I'm not exactly sure what you are trying to say here. If you are saying that you moved me down the list because I asked for that, then you are wrong.

Quote:
We do not like negative press
That is precisely why I posted here. That is also why I called 1.800.SUBARU3 and filed a complaint against you. And I hope it works.
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Old 08-07-2003, 12:46 PM   #43
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Man!!!

This is better than a soap opera


or judge judy
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Old 08-07-2003, 12:46 PM   #44
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Oooh this is getting exciting! I'm gonna sit back with a bag of popcorn and watch this thread close.


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Old 08-07-2003, 01:04 PM   #45
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Default Re: Re: Sheep!!

Quote:
Originally posted by JLMarx

This is a juicy one:
Quote:
quote:
--------------------------------------------------------------------------------
Mr. Marx neglects to tell you guys that his Sti came in last month but he was not ready to purchase and passed up that car for one in our next allocation.
--------------------------------------------------------------------------------
No such information was relayed to me, and I made no such decision. The only thing that even compares to what you are saying is that about a month ago I was told my car was to arrive shortly. Then, I received another called a few days later, saying there was a "delay in the pipeline" and my car would be a couple more weeks away. So, I said ok, of course. If that was truly the case, then there was nothing that could be done about it. OOPS! I'm sorry, did I just uncover ANOTHER lie? Perhaps the car that was supposed to be mine actually did arrive in another allocation, but I am CERTAIN that I never passed on a car.
Hey, maybe they sold the first one out from under you, too, and you just never found out ... until now.
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Old 08-07-2003, 01:21 PM   #46
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I, and probably a lot of people reading this, couldn't care less who is lying and who is telling the truth. What we see is a dealer arguing with a customer. And since the cardinal rule of sales is that the customer is always right, this argument is the only persuasion I need to know that I will never go to Mastro.

The only thing that would change my mind would be if Mastro not only sells him the next car, but pays to have it shipped to his location, since that seems to be the only way the sales manager's motive to turn the cars over as quickly as possible will be satisfied.

Last edited by VVVV; 08-07-2003 at 01:26 PM.
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Old 08-07-2003, 01:31 PM   #47
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Quote:
Originally posted by VVVV
The only thing that would change my mind would be if Mastro not only sells him the next car, but pays to have it shipped to his location, since that seems to be the only way the sales manager's motive to turn the cars over as quickly as possible will be satisfied.
And I would have been perfectly satified with this situation, had it been offered before all the nastiness. Now, they have insulted me and have lost any chance of making the sale. (Unless they actually sell it to me for a loss, I would be ok with that )
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Old 08-07-2003, 01:53 PM   #48
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I agree with VVVV, in that it's not about the circumstances that come up, it's about how the situations are handled.

Buyer/Seller relationships terminate all of the time. But, the correct way to end the discussion, as the seller, is by saying "I wish there was something else I could do to make you a satisfied customer", not by trying to redirect blame, etc.

p.s. David Cardwell, if you had come on here and said "A misunderstanding occured, the car was sold, and we'd like to deliver the car to Mr. Marx at our cost from our next allocation to help make up for it", you would have successfully defended your position as a well respected dealer, even though Mr. Marx was already probably too upset to take the deal. You then follow up with "I wish there was something else I could do, let me know if you change your mind". If he takes the deal, you're out a couple hundred dollars for shipping out of your healthy MSRP profit, and your relationship with Mr. Marx and his friends and associates turns from "I was taken" to "Mastro went the extra mile to fix the problem".

Problem solved, Mr. Marx makes whichever decision he wants, but your reputation is much less damaged. Instead, firing back is the last thing a potential customer wants to see when considering where to buy a car from. You end up looking like a swindler defending his turf no matter how believable your story is.

Hey, I'm not trying to bust on the dealership or you personally, but this is the customer service your customers want. It's not much more expensive for you to offer it, it just takes a little bit of restraint and concern.
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Old 08-07-2003, 01:56 PM   #49
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Let me just add,,,that if anybody has been reading in the Mid-Atlantic forum recently you would know that Mr Marx has been chomping at the bit to get down there to get his car,which leads me to believe his side of this abit more.
Also Mr Cardwell mentions the new Sales Manager is from Stohlmans Subaru in Virginia,and is highly regarded by Subaru,to me,that is NOT a good thing.All you have to do is a search on Stohlmans in the Mid-A forums to see what that dealership has as far as a reputation in that area.Their record can speak fr itself.
And im sure there are two sides to the story,but considering what i have read here this is just bad customer service compounded by the fact that no settlement was ever offered to Mr Marx to somewhat alleviate his situation.It was either take it or leave it.No apologies?,even if the customer is half right?
Not a good way to do business in my opinion.

Rudy

disclaimer; I personally have never met or am a friend of Mr Marx
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Old 08-07-2003, 01:59 PM   #50
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I don't see a dealer arguing with a customer. I saw a dealer stating what he believes are the facts, just to show both sides of the story. That does not make it an argument. I doubt that he will take part in the rebuttal that takes place. What I do see is a case of a bunch of people getting carried away with an idea when they have little or no confirmed information. A case of bandwagoning you could say. This is one of the problems with this "information age" we live in. You have to take things with a grain of salt. One cannot decide who is at fault based on the information found here.
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