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November 2023 by Tyler P.
After being a Yelp user for 7 years, sadly, I feel compelled to leave my very first 1-star review, based on our recent experience. My wife and I leased a 2022 Subaru Ascent from Hansel in December of 2021, and we both felt that the process was a "breath of fresh air" from the typical dealership experience. We drove off the lot with our new vehicle feeling like we had found a dealership we could trust and send our friends and family to. Unfortunately, we now feel differently and would not do business with them again.As part of our lease agreement, we opted to sign up for the "Basic" plan, which included "Three for One Protection" (see photo). The salesman assured us that the package "covered tires and wheels," and that during the course of our lease, included the "repair and replacement" of damage to tires and wheels. Although more expensive than the "Economy" plan, we felt more comfortable knowing that the tires and wheels would be covered, should anything happen. I should also note that it was never disclosed to us that the actual maintenance program is not fulfilled by Subaru or the dealership - an important piece of information which comes into play later.Sure enough, something did happen to our tires. The TPMS (tire pressure monitoring system) went off a couple of weeks ago, and would not go away. Since we live in San Rafael, we took our Ascent into Subaru Marin for service. After some diagnostics, they determined that the rear passenger wheel had a nail in it, and needed to be replaced. Based off of the mileage and wear & tear of the other three tires (23,000), they recommend replacing all four tires for $1,521.99 We agreed to the service under the pretense that our "Three for One Protection" covered the cost of the service (clearly stated in the original lease agreement.)When my wife went to pick up the vehicle after repairs, she brought up the fact that we had a lease agreement which stated that tires and wheels were covered. The Marin Subaru service advisor, although friendly, told her that, "We have no record of the service agreement - you will need to take that up with Hansel Subaru (where we leased the vehicle from, and made the service agreement with.)Upon reaching out to Hansel Subaru to reference the terms of our lease agreement, she was informed that they [Hansel Subaru] actually do not handle the service agreement. A third-party company named "Assurant" handles their service agreement claims. Hansel told her that she would need to reach out to Assurant for approval on the repairs. My wife was understandably irritated by this, not only because our initial salesman never disclosed the fact that Hansel doesn't take responsibility for a service agreement they made with us directly, but also because we felt like we were being given the runaround. Regardless, my wife contacted Assurant, and was instructed to fill out a lengthy request for reimbursement for the tire damage. Reimbursement, mind you, for something which was clearly stated as covered, not only in writing (see salesman's hand writing on our lease agreement), but also verbally, by Hansel Subaru.Needless to say, the entire claim was DENIED (see photo) and now we're out $1,521.99.At the end of the day, it's not just about the money. It's about the fact that during the initial sale, we felt heard, respected, and taken care of. We no longer feel that way towards Hansel Subaru. We now feel like we were taken advantage of, and that Hansel wasn't completely transparent with us. This is something we expected from most dealerships, but our initial experience at Hansel made us think we had found a "good" one. After this experience, our feelings have changed, and we can no longer say that we trust Hansel, and we would not recommend purchasing or leasing a vehicle from this location, or if you must, do not agree to any type of service agreement, because it won't be honored.
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November 2023 by Chantel S.
My corporate fleet vehicle was delivered to this dealership. They failed to provide key information, wasted my time and delivered horrible customer service. I get that no one is making commission on this transaction but I am still a Subaru customer! My time is valuable!
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November 2023 by Kaleb Parker
Walked it to ask questions about a used 2017 outback I had just purchased from Freeman Toyota (don’t recommend them as I had issues with the sales contract I had to have redone several times) but Hansel Subaru was a breath of fresh air compared to Freeman Toyota! Paul from the service department helped me with what was required to take care of the care for the next 18k miles and that if I needed to schedule a thorough evaluation of the car I could do so that day! He also referred me to Gary who walked me through the cars bells and whistles, very helpful and informative! After that I scheduled the evaluation/service and found the car was in excellent shape! While the car was being serviced I was Uber to the movie theater to kill time and Uber back to pickup the car by Hansel! Thank you Hansel Subaru for the awesome experience!!! The Uber was a Tesla which was a fun experience in itself!
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November 2023 by Jody N.
I have gone there twice for service of my 2020 Forrester. The facility is very nice, the staff is friendly. I waited for my car both times and the service was prompt. The waiting area is very comfortable. I purchased my car in Oakland and there is no comparison - Hansel shines. So glad I moved to Sonoma County.
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October 2023 by Sue Rooney
I am very grateful for the service we received with our tire issue. Because I was in a tight spot with getting somewhere and couldn't drive that far on the spare, they arranged use of their loaner until I returned. It was above and beyond service. Thank you!
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October 2023 by Michael B.
Where do I start? I still don't have my radio registered with star link as all certified preowned subaru are supposedly equipped with with a free 3 months of sirius xm.My sales person led me to believe that 2018 was the last year a manual transmission was available. My sales person told me as part of the certified pre owned program that I had new tires and wheelworks measurements say the tires are not new. My salesperson said that hansel was had taken the car in for 21k and put 2k into it including the new tires and at the sale point the cost was 23k. I was mislead of the availability of manual transmission years. Lied to as what was done to meet the certified pre owned standard and still cannot use my radio as it's intended. Also I've never received a call from the GM as promised. My salesperson also knew I had questioned the upside down position I'd be in driving off and sent me documentation stating I was in a positive position after tax and license...
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October 2023 by Matt B.
I worked with Ben at the buy center for Hansel and I highly recommend him. He reached out to me about the car I was selling online and was very honest throughout the process. He got me to the number I was looking to sell my vehicle for and made the process very seamless. I would come back in the future.
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September 2023 by Daniel B.
This place, while classic car salesman's, does not keep their word. We were quoted a price for our used vehicle in writing. We ordered our new vehicle, which we paid in cash for and waited for it to arrive. All seemed well. Once the vehicle arrived they offered us $900 lower than what they promised! Even upon showing them the paperwork they provided! Unreal. Bad business all the way around. Totally inappropriate. Not fair at all and the excuses they gave us just made it worse. Don't buy here. We surely won't be...ever. Truly sad.
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September 2023 by Kathy Lundquist
We had a great experience at Hansel Subaru in Santa Rosa. Emma was our salesperson. She was very knowledgeable, no pressure, and answered all our questions. Hansel Subaru even invited us to a follow up learning session a month after purchase to go over the controls and answer any questions we had about the 2023 Forester we purchased.
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September 2023 by Meena Moitra
I just had serious, major engine work done on my 2019 Impreza.Super stressful situation.Yet, I want to give a huge shout out to the ladies of the service team for their terrific communication follow through, understanding, grace.I hope Hansel recognizes you and...To prospective customers: trust the experience.
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September 2023 by Roger Rude
Everything was great except for this. I asked them to check a glitch I was experiencing with the cruise control. One button was activating the functions of another button. I was charged for the repair yet when I drove away and checked it, it was the same. Next time I come in for servicing I will raise the issue and see if it can be resolved satisfactorily.
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September 2023 by Kimberly
Best experience buying a car ever!l Alina Jordan was amazing! I felt like I was hanging out with a friend, car shopping, no pressure whatsoever. Alina was able to answer all my questions and walk me thru the process. I absolutely will be referring all family and friends too go see Alina at Hansel Subaru when in search of a vehicle.
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August 2023 by Jorge A. Rodriguez
I dropped off my car a bit earlier than my scheduled time hoping I could have the car back sooner. I was told they probably couldn’t get to it until 11am which was my appointment time. I understood. At 11:30am I get an email with a service report. I’m thinking that means the car is done. I message my service advisor at 11:45am asking for a ride back to the dealership since I was dropped off by their shuttle. I got no response. I waited to hear about my car being ready for pick up. Heard nothing. At 1pm I had to request my own Uber to the dealership because I didn’t hear from from my advisor. It took them 30 minutes to service my car and I had to make arrangements to get to my car and no communication from the dealership. I’ll be going somewhere else for service.
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August 2023 by Mike Swartout
Hansel Subaru ran me through the ringer.I bought a 2018 Chevy Colorado, did not disclose the body/paint damage and the cover ups.Complete with, running paint from a spray can, overspray, obvious bondo, very rough surfaces that are not good for vinyl decals and logos.I am upset and taken advantage of, with zeros on it so I have no reason just go away and shut up, as HANSEL Subaru would like me to do.NO.So after signing, I walk outside and begin to notice problems.I discovered bondo, spray paint WITH runs and quite a bit of overspray on the plastic trim of the truck body.I also found a gods awful CAULKING job on the windshield, which makes no sense to me other than someone was pretending to be lazy at a scam....or it just wasn't an act.I don't know if HANSEL was incompetent enough to 'buy' this truck this way or did this shoddy and scammy paint cover up themselves....to be honest, I do not care what the situation is, because it doesn't matter now.They managed to pass this off on me, so good burn, I hope I can at least warn future rubes about what the Hansel brand is actually STILL like.To be fair, my mechanic looked her over and this truck IS mechanically sound, however I made it clear that this truck was for my business and thus it will be decaled and possible wrapped.The Colorado did get into a window shop to be repaired via Hansel, but that is all they are willing to even acknowledge or correct.I was told REPEATEDLY, from multiple employees that'this is a work truck!''It isn't a Subaru!''It isn't from OUR lot!'So long story short, be VERY wary of this dealer brand(HANSEL) and used cars.I now have a $9500+ auto body/paint bill to get this truck right because all they needed was another sale and did not care about the quality of the product they were peddling.So no, Manager, the damage were not minor OR constituting anything close to 'blemishes'.~Update. I'm not 'reaching out' or putting any effort into 'reaching out' YOU have my contact info, I'm not asking, begging, raging or attempting to ASK Hansel to do the right thing. There is no point in wasting my energy.~Last updateZero contact from Hansel, they paid Yelp enough to have my account deleted. Which is not shocking, at least google can't be bought off in such a way.Looking forward to spreading the word until one of us is ashes and dust.Good burn Hansel, see you around.
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July 2023 by Amber Corzine
Great experience! Edgar was amazing! He made the whole experience easy and stress free. So happy with our new Subaru.
