Dean Team Subaru

Reviews 3

DE

Derek Coffman

On Monday June 27th I called in to schedule a service appointment to have my oil changed in my 2014 Subaru Forester XT. The first available time that I could bring my vehicle in would be Saturday July 2nd at 7:00am. I asked the service person roughly how long the oil change would take due to the fact that I had to be at work the same morning. I was told no longer than 45 minutes. I was ok with this so I confirmed the appointment time and went about my day. A few hours later I received an email that also confirmed my date and time of the service to be preformed. Fast forward to Saturday July 2nd. I show up at the service entrance a few minutes before 7:00 am only to find all doors locked, and all lights off. I waited about 10 minutes then decided to call the service department only to have the option to leave a message for service because no one answered the phone. I then called back to speak to someone regarding scheduling times. I spoke with a gentleman whos name I do not recall. He informed me that the service department doesnt open until 8:00am. Unfortunately I had to wait until a service adviser showed up to tell me that I then again had to wait for a tech to show up to get my oil changed. Fortunately the service tech showed up shortly thereafter. Upon completion of my oil change I was informed that one of my tires had metal in it and should be patched. I approved that work as well. Then when my vehicle was finished, I followed the adviser back into the service department and asked if there could be any discount applied to the oil change for the simple fact that there was a scheduling issue that ultimately would result in me being late for work. The adviser said "No, I do not have the authority to do that." I then asked who does have that authority. He (the adviser) said that the service manager Eric Harrelson can approve those types of discounts. I asked if we could get his approval for this based on the fact that this issue was at the fault of the dealership and none of my own. The adviser again, said no. I asked if there was a problem and the adviser then raised his voice in a hostile manner and told me that he was going to call Ballwin Police. I went outside the service department and called my wife to inform her of what the situation was and how quickly it had escalated. I then went back inside and the adviser moved my keys from the front counter with my service paperwork to the back counter, almost seeming to keep my keys away from me. I simply asked to have a discount applied because of the inconvenience that Dean Team has now caused. The adviser stated to me that if he were to apply a discount to a service that he would be "chewed out" by his boss then pointed to a shut door, and said "back there". I do understand that maybe he (the adviser) didnt have the authority to apply a discount for my inconvenience, however, I did ask the adviser if he could call his boss and get a discount approved. His (the adviser) response was, "Im not going to call him, its his day off". I then decided to pay what was required to get my vehicle back due to the fact that I needed to be at work very shortly. To me, this type of behavior is completely out of line. I was inconvenienced by this company which resulted in me being late for work. On top of that, the adviser did not empathize with my situation in the slightest, nor did he offer any type of compensation to rectify the situation. On the confirmation email I received states this, "Dear Derek Coffman, Thank you for taking the time to schedule your appointment in advance. We know that your time is valuable and will take great care of your vehicle while it is in for service. Your are reserved for service on: July 02, 2016 at 07:00 AM" Clearly, in the eyes of the Dean Team Subaru Service Dept my time is not valuable, nor does the fact that The Dean Team Subaru Service Dept see the need to resolve a simple situation by merely applying some type of monetary discount, or discount for future services. 1 star just to post this should be 0

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C Vimana

After much research I know what I wanted and just needed to find a dealer to test drive, trade, and purchase. After test driving at dean team Subaru I asked what I could get for trade in. The sales person took my keys and my wife and I sat waiting for 30 minutes and the car never left my sight. Tired of waiting I went looking for my keys only to find the sales person sitting with the manager leaned back watching TV... I requested my keys and left. I ended up driving out of state to Chicago to purchase my forester at Grand Subaru for $3k-$4k less than Dean team said they could do. With hotel and travel I still saved $2k-$3k. I am in the market for a new Subaru and my forester needed to have the ECM flashed so I thought, 2nd chance for Dean team. While at the service dept I told them there is a squeeking/rattle anytime I hit a bump and they said they will look into it. When I picked up the Forester the service agent said they checked all suspension and tightened everything they could think of and problem persists. I had my friend (mechanic) look at it and in less than 5 minutes he said you got a blown strut and showed me all the leakage coming from the strut all over his hands. If Dean team in fact did look at my shocks or under my car at all they should have seen this. Either their service department doesnt know what they are doing or trying to get over on me. Either way I dont have faith in this dealer or their services and suggest others be wary. I will probably end up driving out of state again for my next Subaru....

JE

Jessica Wuller

We contacted Dean Team via their website with interest in a particular vehicle, a Subaru Forester. We were not called (as they promised not to on their site) but rather, responded to via text which we found very convenient and low-pressure. From there we scheduled a test drive via email and someone called us to confirm a day or two before. When we arrived, the vehicle was pulled up to the front, ready for us to take for a spin. We had our two month old baby with us and were able to install his car seat so we could all go together which was much appreciated. Our sales associate, John Ostlund, took us through as many features as our fussy baby would let him and didnt seem annoyed or flustered at all. He did a great job explaining as much as he could without making us feel like we were any trouble. Now, we did come in as a part of their friends and family/VIP program so it may have been assumed we would most likely make a purchase... and they would be right unless something had gone horribly wrong... But I could see elsewhere in the showroom everyone were treated very nicely regardless of that. Service and experience seemed to be very important to them and made us happy to have come here rather than have gone elsewhere. Dustin Westhoff helped finish the process out in financing and was equally wonderful to work with. In all, we were very happy with our decision to visit and buy from Dean Team. Wonderful experience!