Village Subaru has been under the same local ownership in Acton Massachusetts since 2002.
Ron and Fred Santilli have established a dealership that consistently is a top
performer in New England both in Sales Volume as well as Customer Satisfaction.
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Pressure from salesperson to "Buy Now"
Normal
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How did you first contact the Dealership
Internet
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Did you purchase from the Dealership
Yes
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Would you Recommend this Dealership
No
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Name of Your Salesperson
Eric, John, David
My Village Subaru reviewUpon signing my purchase agreement and paying for the car the dealership withheld the car for over 2 weeks. A process they told me would take a few days. Their ineptitude made it seem like they had not sold a car before, they were forgetting pieces of paperwork that needed to be signed and failed to return my phone calls. As a resolution to these issues the manager told me they would deliver the car to my home. This turned out to be a false promise but after a heated discussion they agreed to drive it half way. I reminded them twice to leave my plates off for insurance purposes and deliver the car with their dealer plates since they were driving it. Upon them arriving to the agreed drop off my plates were on the car, they drove it with my plates despite my wishes. A tear in the upholstery that they promised to do their best to fix was the only damage present to the car upon my signing the purchase agreement. They did not fix this and upon receiving the car the situation degraded. Upon receiving the car they also failed to include my warranty information.
I noticed there was a problem upon driving the car and hearing very loud road noise that was not present during the test drive. I don’t know if there was another test drive after I agreed to buy it or if it was the salesmen delivering the car that caused the damage. Regardless there was damage that was not there upon me agreeing to buy the car and that would not be present if a true 151-point inspection was done. That was the whole reason I bought a certified used car, I paid a little bit extra for the piece of mind for not having to worry about any damage or preexisting issues to the car. This however was not the case, the physical body damage included damage to the front shroud of the bumper, which had a 10-inch crack in it and scuffing along the bottom edge. A plastic retaining bracket that held the fender and the front bumper shroud together was also snapped. Damage was also noted under the car with snapped splash-shields with many plastic rivets missing. More plastic brackets that held on the bottom of the bumper shroud were snapped in half. The grill of the car was missing many plastic rivets and was hardly attached to the car along with the front bumper shroud. Basically all of the front body components of the car were just barely hanging on. After repeated calls and no returned phone calls I have resolved to try and fix it the best I can. These people are crooks.
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Pressure from salesperson to "Buy Now"
High
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How did you first contact the Dealership
Internet
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Did you purchase from the Dealership
No
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Would you Recommend this Dealership
No
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Name of Your Salesperson
older man, by door!
My Village Subaru reviewI was told by the salesperson that he had spoken to the manager and we had agreed on a price. Once I was back in the dealership I was informed that the manager had not agreed on the price. I was lied to by the salesperson.
I wasted an afternoon. I will tell anyone looking for a car to avoid using this Subaru dealership as they are dishonest.
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Pressure from salesperson to "Buy Now"
High
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How did you first contact the Dealership
Walk-In
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Did you purchase from the Dealership
No
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Would you Recommend this Dealership
No
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Name of Your Salesperson
David Mack
My Village Subaru reviewWe offered $790 more than Edmunds TMV and walked out when dealer refused to bargain. Problem did not occur until David Mack called back but did not plan to meet our price. Mr. Mack spoke with my husband while I listened in. Mr. Mack tried a hard sell to tell us that we wouldn’t be able to get the sales tax deduction and that we were missing out on the car for a difference of $300. He became argumentative when my husband said that he was missing out on a sale for $300 and Mr. Mackstated that he can always sell the car.
I sent an email to Mack with the Edmunds TMV and wrote to say that he was rude and we would not purchase a Subaru because of the experience. Instead of ignoring our email or writing to try to smooth things over, Mr. Mack decided to argue some more and wrote…
“Being that you and I have never spoken, I tend to disagree with your statement about being “rude”.
I was in no way, shape, manner or form rude. I emailed, and left you a very pleasant message after you left, letting you know we wanted your business. When I spoke with your husband, I was very straight forward, honest, and expressed again that we want your business.”
Village Subaru doesn’t understand the idea of good customer service. They should not have called us if they were unwilling to meet our generous offer. They should not have written back to argue about who was rude. Mr. Mack needs a lesson in good manners.