|Address:||193 Lowell Rd, Hudson, NH 03051, USA|
|Working:||9AM–8PM 9AM–8PM 9AM–8PM 9AM–8PM 9AM–6PM 9AM–5PM 11AM–4PM|
It started off fantastic. They helped my wife find the exact car they wanted and the perfect trade in price for her car at Prime Subaru in Hudson. After that everything went to hell. The door gasket on the back driver side door was hanging off so they agreed to fix it. Went to pick up the car and it wasnt fixed. No biggie, went in to ask someone what we could do and I got "I really had nothing to do with this, but you should probably run back to the service department and try to convince them to stay." I SHOULD!!!!! TRY TO CONVINCE THEM!!! I got to the service department to ask what happened and if they could fix it. I am told by the person behind the desk that "we were told the wrong door". If someone tells you something is "falling off" and its not where they told you it was why Im Gods name dont you look for it! I ask the guy if I could pull it around and have them fix it and the reply is "well its Friday and we leave at 5 (its not 5 yet) so you will have to make an appointment". I could not believe that this was the service we received. Its a door gasket and they failed to fix it in the first place, show some effort! So my wife made the arrangements because I couldnt talk to this person anymore because of how angry I was. She brings the car in and 2.5 hours after her appointment someone walks up and asks if she is waiting for something!!!!! They never checked her in and did not know who the car belonged to. When you mess something up and a second chance is given it should be handled with kid gloves. So I received a survey in which I detailed the experience and within minutes I got a reply from the GM asking what it was he could do to make this right. He offered my wife a remote start and we accepted. She took it in, got it done, brought it home AND IT DIDNT EVEN WORK!! They had to change a bad part out in the parking lot at her job. I emailed to GM again about how his service department needed two trys to get it right again. All apologetic again asks what he can do. I tell him after much talking I decide to give them a shot with my truck. I wanted out of the payments and a little better gas mileage. Got me a car, washed out my truck and everything was fine. Yet again things needed fixing. An appointment is made and my car is brought in. No mention of how long it will take. They called my wife the next day saying they need to keep it another night. When I talked with the service guy, he explained how he was under the impression that the job was going to be done in house but it was instead sent out. This was just for one of the problems. When I finally picked it up a week later I discovered that out of 4 problems only the one that was sent out to get fixed was completed! I alerted them to the problem and demanded that the service manager calls me. He called and tried to convince me to give them a second chance. HA! Second chance! Try 4th chance. Again alerted the GM the service department had not improved at all. He says he will call again. I received no call from him. I decided to let them try again to finish the job they started. It took 4 days and they said they may need to replace my entire headliner. Now Im stuck because my wifes car has an electrical issue, I purchased an extended warranty and dont know if i can even bring my car anywhere else because I will never bring my car back to this service department. I wish I had my truck back. I wish I never dealt with this dealership. I wish I wasnt paying for a warranty that I cant use. Every time I look at our cars it is just a glaring remainder of this Problem. Makes me sick.
After the traumatic experience of losing my pride and joy in an accident that was no fault of my own, Danny Carlo and the staff at Prime Subaru definitely helped soften the blow a little bit. A lot of dealerships claim to be low-pressure and what not, but these guys are the real deal. They have a varied selection of new and used vehicles, and their website inventory is actually kept up to date (I wanted to check out Prime for a specific vehicle, however it was removed the following morning because it sold the night before. Still no regrets.). It was nice to be able to browse the lot without having 3 different salespeople hovering over you, but they were more than helpful when approached. The few people that I spoke to knew quite a bit about the cars on the lot, were helpful and pleasant. There were no hassles being able to take a few cars for a spin, and I did not feel pressured to drive a car home that night (only committed to a car because I fell in love with it after getting behind the wheel and really did not want it to get snagged from underneath me). While this experience will probably not be the same for everyone, the negotiation phase was fairly simple and painless. While you might go in expecting a ton of wiggle room, Prime really does price their cars accordingly to get you on the lot and drive away with a new car. I appreciate the honesty and that they will provide whatever information you ask (KBB value, Carfax, etc. etc.). I also received ZERO pressure about extended warranties and the like, which was a breath of fresh air. I did not finance so I can not comment about rates and negotiations in that regard. The salesman was busy getting my car prepped and topped off with gas and missed me leaving, but left a nice thank you voicemail which was a nice personal touch. It is not surprising that people will travel some distance to go to Prime over other dealerships (I traveled 30 mins. and the person who traded the car in did the same), and I will definitely put Prime Subaru in my short list of dealerships. As much as I enjoyed my experience, heres hoping I dont have to come back too soon. Id like to actually breach the 100k miles barrier on a Subaru before unforeseen circumstances cut its life short.
One of the service employees, Randy, let me wait intently for two weeks to have an oil change, a state inspection and also to have a pesky headlight bulb replaced, and then essentially called me a liar. When scheduling the mentioned service appointment I had asked if Prime could give me a loaner as I work days, and they wouldnt be able to get to my car until the next day. Randy scheduled my appointment for the next day that they would have an available loaner. I called the day before the appointment to make sure the loaner would be available and he said that none were back yet so I would have to call the next day. I called the next day around 3:15 and he told me none were back yet so I would have to call closer to 5pm. I called both the service desk and the sales desk at 5pm and no one answered. The next day, around 11am, I called and got Randy once again. I told him I attempted to call and he explained that there were no loaners available, and that now the next appointment available would be the week of Thanksgiving. I stated that I had already made an appointment and I didnt understand why no loaners were available for me. He said that they dont typically give loaners for that amount of work. I asked why he didnt tell me that in the first place. He said that he would have, and since he was the one that scheduled an appointment I must not have mentioned the loaner to begin with... I called and spoke with this guy three times prior to this appointment about a loaner. He never mentioned the policy during any of those calls. I work full time and am in graduate school. I dont have time to waste being jerked around and I especially dont like being accused of lying. In such a service driven industry I would expect more humility.