Bertera Subaru of West Springfield

Beware of this dealership. Very poor customer service and very poor quality of used vehicles. I attempted to make a mostly remote purchase because of the pandemic. I drove 4 hours in a one way rental car to pick up the car with all financing in hand after the sales team staff (Nick and Ashley) assured me that the internal condition of the car was “like new”. I explained over the phone that I was traveling from away and did not want any surprises when I got there, but boy was I met with one. Shortly after arriving at the dealership I asked to test drive it and discovered it to smell overwhelmingly of cigarettes (I was wearing an N95 mask and still needed to drive with all of the windows down) and there was other mysterious dirt buildup on the steering wheel. I brought this up to Nick and he said he had no idea what I was talking about and the car had been detailed twice. I asked to speak directly with the sales manager (Joe) and he also denied knowing of the smell, but was willing to go out to the car with me to see if he could smell it, and he did and agreed that it was present and bad. After that negotiations ensued which consisted of Joe insinuating that I had lied about having conversations with the sales team about the condition of the car. I’m fully confident that this could have been an oversight, I’m sure it is a busy time of year, but at no point did anyone acknowledge that and instead blamed me for assuming that internal condition of the car and odor of the internal condition of the car were the same question, as well as that “like new” was equivalent to “not smelling like cigarettes”. That day ended with me leaving the car there with them attempting to clean the smell out, having to rent another car to drive home in, and a full day of 6.5 hours of driving wasted. At no point was an apology offered to me for my wasted time or the lack of attention to detail by the team for the condition of the vehicle being not as described. Instead I was accused of lying by the sales manager and then offered $300 off a car priced at $22,800 that was dirty and smelled like cigarettes with no guarantee that it would come out (also I was going to be out $400 for by the time I rented another car and travelled back down there to get it). The whole experience was 100% bad business. I attempted to bring this complaint directly to the GM but had no response, so in order to prevent others from having the same experience I’m sharing mine here. I sincerely hope this does not happen to anyone else.

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When I first picked up my car in February, I started it and the GPS didn't work.  It said contact dealer.  So I refused to drive the car off the lot.  The salesman gave me a pitch about how that step of the presale inspection must have been skipped and he took the required part to make it work (an SD card) from another vehicle.

I asked him to contact me about re-performing the entire pre-sale inspection free of charge.  There was no follow up and I gave up.

I gave them another chance and brought my car in for an oil-change.  The shuttle reeked of cigarettes.  What really made me bristle though was the service advisor insisting I had to give them 10's across the board or not do the survey because anything else is failing for them.

I paid a great price for the car.  The service was a little less reasonable but not a gouge.  However, the lack of interest in follow-up and my feedback and refusal to acknowledge a mistake is what I remember most of the experience.

We have never had a problem. They have the best time. We have used them for years, there is no reason to go elsewhere. They give good service and the best price around. It was not a problem at all. They don't play games. It was straightforward. I got a fair deal, they were courteous.

Terrible, they charged me $150 to change a battery on a car I had recently purchased from then.

They have a nice waiting room. They have a TV and you will feel relaxed. The staff was very informative and very knowledgeable. They gave me some options.