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December 2023 by Michael K.
Very disappointed,left my car for It's maintenance warranty check up. after i got out at work and went to the location at 4:25 pm the entire place was locked up and i had no way to get my keys to the car. also my car was left unlocked and one license plate cover is missing. the website and the representative explained that the dealership was open til 5pm. Even while i waited another customer drove in to drop keys off and they couldn't.
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September 2023 by Linda B.
logged in from Syracuse but purchased and serviced at Shaller in Berlin. Went in for a scheduled oil changed before the trip to Syracuse. The tech did not place the oil cap back on after oil change. A short ride home I smelled oil, but just figured oil was spilled. Got on the highway the next day, engine smoking had to get off the highway and this is when I discovered the cap was not on. Not sure if I had oil to drive further I called service. no reply. Came home to huge oil stain on my driveway. Long story short, resolved issue with my husband checking oil, etc. Called 2 more times to complain/ seek assistance. Had to leave messages. NO RETURN CALL. I would have liked my engine cleaned, oil checked, maybe a professional grade solvent for my driveway and yes, A RETURN CALL. no excuse. Linda Burke
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August 2023 by Jack M.
Tried to use the "Buy Online" option and got the run around from the dealership. They required me to come into the dealership and consult with a "sales associate" before they honored the online price. Very dishonest!
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July 2023 by Eileen C.
I just purchased a 2020 vehicle from Schaller Subaru less than 2 months ago. I was told by my mechanic (who is the one who suggested I go to this dealership) that both my back tires were bad and that the washer fluid container was completely broken. I brought my car in this past week to be looked at. I was there for 2 hours before I got any kind of an update and I had an appointment. I had to wait there because I live an hour away and had no ride home. The person who was assigned to me finally gave me an update at first saying that they would not cover any of the repairs that the car needed. She then informed me that she spent 29 minutes on the phone with my insurance company. She did not call the right insurance company and argued with me when I told her she had the wrong insurance company. I asked, but did not get an answer as to why she would call the insurance company in the first place. In the end, the repairs will be getting done. I spent 3 hours there with no work being done and have to schedule another appointment once the parts come in only to sit there again for another 3 hours to have the repairs done. This is how long she is telling me the repairs will take. Rude and unprofessional. I will be glad when the repairs are done. I definitely will not be going back.
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March 2023 by Google user
Really bad experience very rude customer service they treated my husband very badly just because he didn't speak english
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March 2023 by Tashy Suarez
Really bad experience very rude customer service they treated my husband very badly just because he didn't speak english
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January 2023 by Erin M.
I have purchased and serviced cars here previously and had a great experience but clearly something has changed over the past few years. We have visited twice in the past 6 months for service for my Subaru. Last time, they charged us to replace both batteries on the key fobs for my car and they DID NOT do that. My car continued to say "access key battery low" for both sets of keys. We live 45 minutes away so it's not an easy trip for us to just stop by. We also experienced an issue with a warranty-related minor repair to a malfunctioning interior mirror, and instead of handling it professionally, the staff member at the time kept calling me constantly (while I was at work!) to update me, then re update me, on whether the issue would be covered under warranty. Today when I went in for my scheduled service, I waited over 33 minutes to get checked in by a service advisor. The first female service advisor I spoke with continuously addressed other customers who arrived after me, and apologized by saying, "I should get paid more." It was really off putting and very rude--if I hadn't driven almost an hour to get there, I would have walked out and gotten my service elsewhere. When another service advisor stepped in to help she explained she had been on her lunch break--understandable, everyone needs a break, but why are they scheduling appointments for times when staff are unavailable? Schaller, we gave you a second chance and you lost a customer today. We prefer a dealership that is organized, professional and treats us with respect. We'll be getting service, and shopping for our next new vehicle, elsewhere.
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October 2022 by Jojo C.
I have been a long time Schaller customer but that will no longer be the case after this last transaction. I traded in my vehicle to the Schaller Subaru in Berlin back in August 2022 and realized I left my Louis Vuitton sunglasses in the vehicle. I contacted the dealership and was told they'd look into it. After a month of no communication whatsoever, I decided to stop by and speak to the sales manager, Dave Williams. He looked upset that I was even at the store and again stated he would get back to me after speaking to his boss. We are now on the last day in October and I have yet to hear back. After getting the runaround for so long I decided to reach out to the general manager, Vince Giordano, in an attempt to rectify this situation. While I did receive a prompt response from him, he told me that if I "can't find them anywhere else" that I would have to just "consider them lost". What a slap in the face! I won't find them anywhere else because I physically SAW them in the vehicle at the dealership but forgot to take them out and someone at this establishment stole them. I won't just consider them lost, this is theft! That is a huge difference from simply losing them.
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October 2022 by Nicole D.
I bought my car here in 2017, so ive been bringing it back here for every oil change. I will no longer bring my business here again. The last time i brought my car for an oil change here i waited over 2 hours for it to be done, for something that should take about 30-45 mins. Because of this, when it was time for my next oil change i brought my car to another garage to get the oil changed. It took these mechanics around an hour to get the drain plug out because Schaller screwed it in so ridiculously tight. The mechanics ended up having to go through great lengths to remove the plug. As a result i ended up having to get a new drain plug for it because they had to ruin the plug in order to get it out.
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March 2022 by Pam W.
I have been a customer for years. Unfortunately I will never go to Shaler again. Their customer service has been reduced to text messaging only. It is impossible to speak to someone no matter how hard you try. Not everything can be described in a text message. On top of it I had taken my car to another dealer and knew exactly what needed to be repaired. The technician who was texting me back insisted that even if I knew what needed to be fixed I had to pay $150 diagnostic fee. After being totally setup I sought out help to Firestone in Cromwell. They listened and were able to fix my problem for under $50 if. Customer service is extremely important to me in being able to communicate directly with a person is where I feel this dealership is falling short. The Personal Touch is gone and I am gone as a customer
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November 2021 by Donna Sciacca
I have been pleased with Schaller, since the time I bought my car (thank you, salesman John Benner). Service has always been good. And today, my tire pressure dipped low and I drove over there to see if someone could add air (I was having trouble with the air pump due to dexterity issues). Louis (or Lewis , or Luis—not sure of the correct spelling) took the time to check and fill all my tires, not just the one I knew for sure was a bit soft. It’s a little thing, but it’s a big thing in terms of good customer service. Thumbs up and thank you, Schaller.
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August 2021 by Carrie P.
Another great service appointment today! Had my oil changed and tires rotated. They found a piece of metal in one tire and patched it up. Charline in Service was the best! She went over all my multipoint questions I had! And my pal Ray also shuttled me back and forth to work. Ray is such an awesome guy! Thanks again Schaller for another wonderful experience!
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July 2021 by Joann Williams
I little disappointed ? the friendliness went down hill when the additional items weren't being purchased. Don't think your above someone due to age !
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June 2021 by Kathy Aux Cabral
My elderly mother received a recall on her 2017 Subaru Forrester. She made an appointment just to have them take care of the recall. Her Appt was at 9:40 and she got there around 9:40 and they took the vehicle in. she was taken to the waiting area to await the completion. At 10:51, and hour after she had been there Wilfredo Cruz asked her if she wanted her air filter changed. She said no, she was only there for the recall. She waited some more. At 11:53 she went to the servic
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May 2021 by Matt S.
When I first got a car there, all was well. The guy I met with was good, deal was nice, and overall good experience. Now that I own the car and have a warranty, I'm looking to get my oil changed and brakes fixed. It is unbelievable how long this wait time is. The lady answering the phone is rude and is apparently unorganized as she asked about everything I needed then proceeded to put me on hold again and again. Either hire more people or replace her. Would've given five stars had it not been for this nightmare of a customer service
