-
August 2024 by Daniel Feivor
I'm very disappointed by the recent service that we received with Casey.
I had initially planned to sell my wife's Forester, and got an online offer from CarMax for $14,000. Just because we bought the Forester initially from Casey Subaru, I wanted to let them know we were selling, since we occasionally get emails from them about trade-ins. The person I spoke to on the phone told me that they would LOVE to buy our vehicle and could beat any other offer we have. She was extremely enthusiastic, telling me that they were running a special promotion right now. Great! The lady says we don't need to bring anything -- just bring the best offer we have so that they can beat it. She even set it up for us to go to Williamsburg at Casey Toyota since that would be closer for us.
What a waste of time.
We get to Casey Toyota and the first thing that is evident is that nobody there had any idea that we were coming, even though we supposedly had a scheduled appointment. That's not too big of a deal. We are greeted by a salesperson who was very nice, but clearly had no idea about anything we were telling her. We go over everything and explain that we had an offer from CarMax for $14,000. She doesn't even ask to see the paperwork for the offer. She starts asking us about our financing and who holds the title. I explain that it is being financed by a bank, but we do not have the paperwork with us, and explain that we were told that we did not need to bring any paperwork. No worries, I can pull it up on my phone, although it takes me a bit of digging around to find the right login and make it work on mobile. Again, not the end of the world, but it would be nice if someone had told us the correct information.
Next, the salesperson tells us that they will need to do a test drive, so they go and do so while myself and my wife wait. About 20 minutes later they come back with an offer for.... (drumroll please).... $9,000!
I ask if they are serious and am told that there is a "mechanical issue" that they hear (which there isn't). The vehicle has been serviced at regular intervals BY CASEY. I ask them why they wasted my time (probably about 2 hours EACH between myself and my wife) and the manager has the audacity to explain that not only is there offer so low because of the "mechanical issue" but even if the car had been in flawless condition, the best he could have done was $12,500. So again, I ask "why am I even here right now if that is your best case scenario offer?" I'm a bit stupefied at this point, but it is apparent that there will be no price match. The manager explained to me that their operators are trained "to get anyone into the door that they can" (his words, not mine), and apologizes that I was misled.
So, Casey, please train your phone operators better if this is true. Please train your mangers better if it is not true. Please update your website so that your offers on vehicles is accurate (the online offer we got from Casey's website was for $14,100). Please have your mechanics do a better job at regular service intervals so that they can spot "mechanical issues". Please do not waste my time.
We are in the market to buy a new vehicle, and I can assure you that Casey will be the last dealer on the list that we would want to work with. At any location. And I will be sure to tell others.
Edit:
About 12 hours after posting this review I received a personal call from the general manager at Casey Subaru apologizing for the situation and detailing how he was going to work with his team to ensure better customer service going forward. While it doesn't necessarily make me feel better about the offer we got yesterday, I respect the personal ownership and think that this is certainly a sign of a good manager. I have edited my initial review from 1 star to 3 stars based on my interaction with
-
August 2024 by Vykki Hale
Wonderful service.
-
August 2024 by Rebecca Warnick
The folks at Casey Subaru were great. I worked with Willie, Michael and Caleb. And Louis helped me with the financial aspects. They treated me respectfully and answered all my questions.
-
August 2024 by Lynn Forgosh
The service we consistently get from Casey Subaru is honest, timely, and skilled. Never had any issues. Chris was todays service rep and dealt with our questions honestly and made excellent recommendations.
-
August 2024 by Joyce Harrison
The visit(s) to the dealership overall was a very positive experience. Caleb is very personable and wonderfully helpful.
-
August 2024 by Lauri Atkins
I had a great experience buying our new car. Eric Smedberg is a fantastic salesman. This is the second Subaru we’ve purchased through Casey. We will keep going there.
-
August 2024 by Kara Daniels
I purchased my second Subaru from Casey and was very satisfied with the customer service from Cameron, Keith, Paul, and Michaela. From the beginning, each one were very helpful as I was initially somewhat decided on the 2025 Subaru Forester Limited when I arrived but became more indecisive on the exterior and interior options. I was grateful for Cameron and Michaela for talking with me further during my decision making process as it was all worth it! I’ve been so pleased to have Michaela as a contact during and afterwards to answer any further questions I had as well as following up promptly on questions she doesn't know the answers to. The purchasing process was smooth and I love my new SUBIE along with the free oil changes and state inspections! Thank you Casey Subaru!
-
August 2024 by Patrice Gleasner
I went to Casey Subaru for service this week with concerns about an electrical issue with my Forester. It turns out it was a simple fix that was still covered under warranty. From scheduling to pick up, everything went seamlessly and quickly. Thomas, who I dealt with exclusively, was extremely helpful and professional. Overall, it was a very good experience.
-
August 2024 by Tristan Jesusa
excellent staff...easy to deal with
-
August 2024 by Timothy Dyer
2nd Subaru Outback purchased from Casey. Very good dealership to work with. No issues and straight talk.
-
August 2024 by Svetlana West
Dwight Anderson made my leasing experience pleasant and quick. I am happy with the car and service.
-
August 2024 by Scott Morehead
They had the exact part in stock I needed for my 22 year old car. The guys were friendly and quick to help. The price was cheaper than online.
-
August 2024 by Ryan Zacher
The Casey Subaru team was very helpful in servicing my Forrester. They kept me well informed throughout the service, and we're quick to get my vehicle back to me.
-
August 2024 by ryan eastwood
Casey Subaru has been phenomenal. We’ve had to unexpectedly purchase two vehicles in the last 6 mos and both experiences here have been great. Professional interactions, no pressure, and a genuinely pleasant car buying experience…Casey Subaru is a great place to buy a vehicle.
-
August 2024 by Scott Humphrey
Great sales staff! Lonnie Storey has excellent knowledge of the Subaru line. He even helped link my phone. Fastest and easiest process I've ever had buying a new car.
