I bought a manual transmission 2014 Subaru Impreza in June, 2014. I really liked the car, but the clutch fell apart (according to what the owner of the auto repair shop told me) at 88,500 miles. I had to spend $1,400 to have it fixed. I was shocked, and as you can imagine, not pleased. I was considering purchasing another Subaru from Long, but am planning to look elsewhere. read more

I recently had horrible service with the sales manager! He was such a pompous jerk I can't even believe how rude he was! I wouldn't even buy a car from them just after talking to him! Some people just think they know it all and are the almighty way. This guy shouldn't be a manager! So if you want nice people and good service don't even bother!! The prices at Long are 3x they are at any of the other local Subaru dealerships and they have the same cars. They claim they have a hassle free pricing, and you should be willing to pay more for better service. But you are not getting better service unfortunately, just an extra headache. From all the other reviews and the comments others post I can see why they have quite a few bad reviews. I only wish I saw them before ever trying to do business with them. UPDATE: Sara I'm sure you don't even know what I'm talking about. But I can tell you right now the service I was provided was completely unprofessional. You don't know me and can't say if he was or was not. Just like I'm going threw all your comments here, it's your job to try and make the company you work for look better, I understand that but it doesn't change the way your staff has made people feel. Customer service is the most important part of sales and service and if you can't be polite and work well with people you shouldn't deal with the public. I can see by many reviews its clear that is an issue! But I won't be worrying about that I don't plan to go there, and I won't recommend it either. That's why I wrote a review just like all the other people who had a bad experience! read more

I had an ongoing transmission issue with my Jeep Patriot and am very pleased we came to an agreement and solved the problem. Thank you very much! read more

Have to separate this review into two sections. Sales and finance get five stars. When I came in, I was in a bit of a bind as my '95 car had finally reached its limit and I needed to find a replacement quickly. I had no problem finding a used model I liked (a Hyundai), and our salesperson Lisa helped put the deal together that afternoon. Lisa did a phenomenal job -- professional, efficient, and easy to work with. Similarly, Ray in finance made sure all the i's were dotted and the t's crossed, and on top of that got me a lower payment than I was expecting. My experience from the time I showed up on the lot to the time I drove the car away was top-notch. Unfortunately, I ended up back at the dealership a little sooner than I would have liked. I can only give my experience on the service side two stars. About a month after my purchase, the car began shaking and making a rumbling noise and it was clearly not reaching full power. Check engine light was on. When I brought it in, I was informed that the spark plugs (supposedly checked when I bought the car) were worn out and had to be replaced -- a bill that came to over two hundred dollars including the check engine diagnostic. I got them to knock $50 or so off since it was such a recent buy, but I wasn't thrilled, especially since my car is a 2011 with only 40,000 miles. The problem was solved for exactly a week, when the same problem presented itself. Back to Long, where they were totally mystified and had to send it up to the nearest Hyundai dealer for them to take a look. It turns out that the car had the wrong spark plugs in all along -- when I brought it in the first time, they just put in new models of the same plugs that were in there and apparently those don't work with this car. I was told they got bad info from the web site they use and thought they were interchangeable -- fine, honest mistake, but it doesn't exactly instill confidence. Fortunately they handled this situation professionally and performed the final repairs free of charge, and also credited me $85 toward future service visits (a couple oil changes, most likely). My original salesperson, Lisa, continued to impress during this process in communicating with the service department and keeping things moving. So to sum it all up, finding the car and getting it home was fine. Having to bring it back to get fixed twice in the first month and a half was not. I know everyone has a car-related horror story and it's easy to say "it won't happen to me" -- I certainly do. This is by no means a recommendation NOT to go to Long. I just wish my experience after buying the car had been as smooth as the initial purchase had been. read more

Bought a new 2015 Subaru Forester. Matt Orn was our sales associate. This was by far my best car buying experience ever! There was no haggling, no b.s., just a good price (we researched in advance and know the price they gave us was competitive), a low-pressure environment, and a knowledgeable staff that work together as a team (The staff here seem more like a little family than competitors for a commission). Matt even went above and beyond AFTER the sale was over and done with. I had accidentally left a sentimental charm that my grandmother had given me in my trade-in. Matt went on his break to the auction place down the road, tracked down my car, and got it back for me!!! What a great guy, and a great dealership! read more

Two years ago we bought into a program called tires for life (paid extra). Showed up for service today and was told we need new tires, funny thing though they dont do the tires for life anymore.....but because we are being nice to you we will buy your tires today and never again. Even though we followed the preventative care and always took our car here for any work that needed to be done. cheats and crooks read more

Looking for a new Subaru. Built one out with the salesman. Gave me a good price. Then they offered me an insulting price for my trade. $5.5k under KBB resale value. They were unwilling to budge, even a little. Sang me the typical "it's already priced so low we aren't going to make any money." song. Shortly after walking out I spoke with another dealership that came in $2,700 lower, before even discussing my trade. No wiggle room indeed... read more

I bought my first car from Long Subaru. Working in customer service I'm familiar with the phrase "the customer is always right." It would appear the employees at this establishment missed that week of orientation. I told the salesman what I could afford as a monthly payment and found a car in my price range. I knew what I was looking for would end up being a used car which was fine with me. I made a down payment, they got me financing even though my credit wasn't fantastic, kudos to them. My credit was not a fact they would let me forget. During the employment verification process Scott Barry, the general manager not only sent me threatening emails, but made fun of my credit score. How's that for customer service? Now let's get to the part where I explain the car that I purchased. Your first car should be something you are excited about. It's typically the first big purchase a young adult makes. Not only was I forced to wait over a week longer than I was promised to pick up my car, before I even hit the highway (which if you're familiar with where Long Subaru is it is not a far distance) the check engine light came on. I brought it back several times and was told that they couldn't find the problem. I can only assume they manually turned the light off long enough to slap an inspection sticker on it and send me on my way. 2 years and over a thousand dollars later, that light is still on. But hey, the carpet mats they never gave me are easy to clean. read more

Test drove a 2016 Legacy Premium. Ben Straight was the sales associate. I must say that he was the most knowledgeable sales associate I have ever encountered. He not only knew everything inside and out about this specific vehicle, but he knew everything about the rest of Subaru's line (as we discussed options) for both 2015 and 2016 models, as well as everything about Subaru itself as a company, and exactly where the answers to all of my questions were in the various brochures/pamphlets. In addition to being knowledgeable, he was extremely friendly, patient, and professional. Unfortunately we could not get a deal worked out, and I ended up going elsewhere for my lease, but that was a situation specific to my needs. This was the first time I truly regretted not being able to make a purchase with a specific sales associate. I would recommend anyone to go here for a new or used vehicle, and I will certainly be going here for the service of my new Subaru. read more

Great Subaru Dealership. All the sales people are easy to work with, they use all their availability to get each customer into a vehicle at the most competitive prices and strive to earn your business. I have bought 2 Subaru's there and wouldn't think about going to any other dealership. They know their customers and value each sale that is made whether it be new or used. Highly recommend them to any person looking to buy. Their parts, maintenance and body shop are just as great. Always aim to satisfy the customer. read more

Back in March of 2016 i went in for an oil change for my 2011 outback . the service tech tells me while i'm sitting in the waiting room that i have a head gasket that is leaking. I said "what I only have 53,000 miles on it. I asked how much would it cost and is my vehicle still under warranty. She came back to tell me my warranty expired 5 weeks ago back in February the 5 year mark, and about $1200 to repair. Lets say i was very upset and i told them i wanted to get a 2nd opinion. I called my brother in law who is a head mechanic at another auto repair business. He put the vehicle up on the lift and inspected the small leaking gasket in question. He confirmed it was leaking and told me it looks like it was there for a while based on the hard crustation of the oil near the gasket in that area. Now i was there 5 months back in September 2015 and they did not notice this back then? I do not put very many miles on my vehicle yo do the math. I went back home and called Long Subaru and asked to speak to the general manager. I talked to the general manager and told him my story and how i have all my maintenance log sheets and receipts from all the oil changes and services that i have from the past 5 years. I stress to him that i take good care of my vehicle and i could prove it based on my records/receipts He told me he would discussed this with his service manger and get back to me. the next day i revived an e-mail from the service tech that told me the bad news to begin with. I was told that they discussed it and based on my service records that they would honor the warranty and give me a GOOD WILL REPAIR and would only cost me a $25 deductible. I also asked seeing you have the head gasket out can you replace the timing belt so i do not have to put the old one back in there and come back when it is due to be changed. They just charged me for the new timing belt and new serpentine belt only at cost and i have a 1 year warranty on all parts and service. It has been 3 weeks now and so far so good no problem with the work they did and I do not have to change my timing belt now until 153,000 miles. Long subaru dealership renewed my faith in subaru vehicles I will continue to get service done there at long. They would of given them a 5 **** star if they said yes and gave me the good will repair when they told me about the leak in the waiting room and i was only 5 weeks over on my warranty. the stress and aggravation and because i had to call and complain i took away a star. read more

I had a lot of work done on my forester 2009. Most of it was related to the most recent recall. Long Subaru guarantees their work for 90days. So though I went back until they found the problem. It was no cost. read more

I just returned from Long Subaru in Webster, and I could not be more pleased. I arrived after eight for the advertised Express Oil Change which does not require an appointment. Sign in was quick and I waited in their comfortable waiting area and had a great cup of coffee. My Forester was serviced and inspected in a half an hour, and I was on my way. This dealership has a very friendly knowledgable staff that is very efficient. Overall my experience was very positive, and I would recommend this facility for your Subaru needs. read more

I purchased the Forester in 2014 from this dealer. The experience was great. I sent my car for routine service faithfully. On 3/20/2017, I sent my car for 37000 miles free service and they asked me whether I wanted tires rotated and I said yes. Before they finished the service, I was told the tires need to be changed because two of the tires were worn out. They gave me two quotes but I did not change that day because I was not ready for the costs. Two things puzzle me, 1) I sent my car for regular service at this place all this while and I was told now two tires were unevenly worn, why they did not fix the alignment issue earlier? 2) they charged for tires rotation (my Ford dealer never charged for tire rotation) and told me my tires need to be replaced, Why rotate tires if they need to be replaced? No common sense at all. I am thinking whether to go back to this place again in the future. read more

I would like to make the distinction between the dealership and the mechanics (Long Collision). I have done business with the collision department and have received call backs and updates on my vehicle. I was thinking from the service I got from the collision center, maybe the dealership wouldn't be much different. The dealership guys are generally very polite when you go in to inquire about a car, but the follow-up is atrocious. I received a call back (when I had placed a call to them) twice within a half an hour. That was it. I have called and left messages and even went so far as to ask for another dealer. Nothing. I'm assuming they all met their quota and don't care about selling a car to me. I also didn't realize how much i was being dragged over the coals between the cost of the vehicle and the value of my trade-in. I have since found other dealers who are bending over backwards and working with me to find a common ground. Oh and the trade-in? 3k more than what Long was going to give me. Hassle free? please, only the collision center was hassle free. read more

DO NOT GO HERE- Sold me a used car with many many problems. Say they fixed the headgasket but never did. These guys will have no problem taking your money and not help you out after. They are CROOKS read more

Brought one of my subarus in for a routine oil change , and they were everywhere on it looking at phantom dents callin me out for this callin me out for that which they have never done in the past the car was very clean n perfect had 42000 miles well they put some kind of gear oil on one of my struts and kept me ther for like 4 hours for a oil change well, the service manager was working up a repair order for the struts to get replaced ,, beleave me I know what a car drives like with a bad strut !,and I drove the car another 3 years n traded it in with 93000 miles and never replaced this so called" leaking" strut,, be weary when you bring your subie in for service ! all i can say is get someone u trust to do your oil changes or learn how to do it yourself n keep the dealerships away from your subaru ,...oh and they will ruin your rims when you have a balence n rotate hence a shakein down the road!!! scratch the faces of your wheels all to shit cause they put them face down too scrap off the weights ugh i could go on n on !!!... read more

Sales and finance was excellent - service was another story. They have kids working there that have no idea what they are doing and we got the run around most of the time. I bought my USED car there and it was in the shop more than I had it. Eventually a deal was made and papers were signed to end all ties. I will never go there ever again!!! Worst experience ever!!! read more

Even your response to the review was full of lies Sara B. The loaner car was offered a full week after she sold her other vehicle and after you already got the Subaru on your lot. If Matt lived up to his promises he wouldn't have to come in on his day off. Name calling from your general manager is not considered professionalism or customer service in any way. I figured after 8 days your response would actually be clever, but I guess you're only good at lying when there is money to be made. At no point was she happy with the experience, she was relieved to never have to see your stupid dealership again and I'm glad that the new Subaru I'm buying is from your competitor, who actually does believe in customer service. Patrick Subaru right up the road was a better experience in every way and I look forward to buying all of my vehicles from them going forward. read more

Went into Long Subaru to just ask a question one day about keyless start. No pressure, sales guy was nice and answered my question. When I was ready to take a test drive and knew what trim level I wanted, I went in and was greeted by another salesman Josh Costa. Josh was great to work with. Pulled the legacy right up and let me go on a test drive on my own. Got a price and all but was deciding between brands. Left then came back to work out a deal. Josh worked out a great deal on my trade. I was looking at an hour ride to get a better deal on my trade and Josh got his dealership to match it, saving me the drive in a car not so fun to drive. Josh had not seen the trade before so this was their first shot at giving me a quote. The other part I hate about dealers is how long they take to do all the paper work and all when you buy a car. This dealership was fast and efficient. The finance guy was cool, no big sales pitch just let me know the guarantees that were available. This dealership is 5 miles away from my house and the waiting room also has the best coffee machine I have seen from a dealership. Can't wait for an oil change for the free coffee and fruit. In the 15 min it took them to get all the paper work ready to sign I got to know Josh a bit and know that he was an 11 year Subaru employee and that his dad was an over 30 year service person. Josh really knew Subarus and all the feature and all. Just ask for Josh Costa when you go in he is super nice and low pressure. Very polite and listens to everything you need as well, super responsive even after the deal was made. read more

I recently bought a car from them and the manager was so rude he almost didn't swear me for that I've been calling 3 days in a row to ask them when is my car being shipped to me because I live in another state. I called from Friday to Sunday and from Friday I got the same answer "The truck from the transport company will probably come and take it today and if they don't, they'll most probably come tomorrow." On the 3rd day that I called I think the Used cars manager explained to me that it would take a few days before the transporting company picks it up which is completely different from the other Salesmen's words which were "When you deposit it you have 24 hrs to pay the rest so that we process the registration, etc. and ship it to you in the next few days." which turned out to be about 7-8 days...... As a whole, I have mixed feelings with the experience that I had with these guys - salesmen were pretty nice but in a way uninformed, the manager I don't know what to say.. I just don't know how what to say about him, I read a bad similar review somewhere about him so I just hope that my car runs fine and I have no problems with it. read more

5 stars for a relaxed, fast, and easy new car purchase. Our sales person Lisa was very pleasant and knowledgeable about the vehicles. She followed up with us by phone and email during and after the purchase. Having done our research, we knew the fair price for the car we wanted, as well as the one we were trading in, and they met our needs with no unnecessary haggling. I'd highly recommend them based on our purchase experience. Here's hoping that our future service experiences are just as good! read more

We bought a 2016 Subaru Outback Limited from Lisa Courchaine and it was the most pleasant car buying experience we have ever experienced. Lisa spent hours with us on our 3 visits to Long Subaru and provided us with excellent customer service in person, on the phone, and by email. Lisa Courchaine was extremely professional and knowledgeable about Subaru cars. I highly recommend Lisa if you are buying a Subaru. We live an hour away from Long Subaru but it was worth all the driving for the excellent car buying experience. read more

SHORT VERSION: Car worked fine before I brought it to Long Subaru for a coolant change. Afterwards I had to have it towed out of their parking lot. Considering legal action. I only came here in the first place because I needed a coolant change and wanted the official subaru coolant in the car. Brought my 2003 Forester for a coolant change. Pretty routine stuff. They charge me over $100 for a coolant change, I drive away, within 5 minutes my car was overheating badly. I bring it back immediately, they actually try to blame me because my coolant was dirty. They say they will try a radiator flush for roughly another $200 but can't get to it until Monday morning. Now I have to call around and get picked up in Webster because I have no car. When they looked at it that Monday they tell me they will need to instead replace the radiator to the tune of another $350 but they don't even want to do that because they are convinced my engine is now junk because I ran the car overheating for less than the 10 minutes it took me to drive back to Long. No cracks, no oil leakage, they were quite vague, but their evidence of my engine being junk was they 'saw some carbon' and a 'burnt oil smell'. For this they want me to replace my working engine. I actually wanted to give them the benefit of the doubt, I'm not overly car savvy myself, so I made some phonecalls to other mechanics I knew and explained the entire situation. Each of them told me to demand my money back and get the hell out of there. I have had 3 other mechanics look through that car for general maintenance and unrelated repairs within the last few months, no one ever said anything about my engine looking suspicious. Long themselves also did an entire inspection before they ever changed the coolant, and came back with no issues. My car never overheated before I brought it to Long, and now I can't drive it and they won't do anything about it and act as if its my fault for having dirty coolant. I know my coolant is dirty, that's why I brought it to be changed. Your supposed to be professionals, you should probably be able to handle a coolant change without ruining my car. So at my expense I am having it towed somewhere else today for a competent opinion. Couldn't believe this BS. That being said, the woman I dealt with, Krista, seemed very sympathetic and knowledgeable. Still, I don't know how this happens at an official Subaru dealer and service station. Completely unacceptable. **I WILL ABSOLUTELY BE REPORTING THIS TO SUBARU OF AMERICA, IT'S DISGUSTING.**. Long are Incompetent crooks who didn't feel like doing their jobs right or owning up to their own failures, preferring to tell me to shell out $2500+ for a new engine instead. Oh, and they never did refund my coolant change. Avoid like the plague. I will update when a real mechanic fixes my car and tells me what was really going on. read more

The sales and finance team are great. The service department is a disaster and has been for a long time. It is too bad, I have had some warranty work done there and every time i have had the car returned with something wrong. It almost got to the point of being comical. They need a new service manager. The GM Scott has had to come to my aid a few times to resolve service related issues. First oil change is free if you don't mind waiting 1.5 hours. read more

DO NOT BUY A CAR HERE! rude, condescending employees. They will not offer my VALID service agreement. I've had many issues here and would not recommend anyone go here. If I could give a zero star review, I would. read more

In the past year, I was informed my car was part of a recall. The "service" professionals I have dealt with, with the exception of one (who I was told doesn't know what he's talking about), have been caustic and rude about the issue. I spoke with Steven today - oil light is on 1k miles before it's due. Asked him to document it, he said no and that they would just see me in the new year when they have time and argued the difference between waiting 2 weeks and 10 days for them to see it. Now I have to fill my own oil and go there myself to talk to them to get this on record. I have been going to this dealership for service on the regular since I bought my car four years ago. Generally I spend out of pocket each time, more than I'd like, but felt it was an investment to keep the car in good shape and have a dealer taking care of it. I would NOT recommend this service department at this time. read more

Went in today with my husband and sister in law, who was set on buying a new car today. We walk in, a few salespeople were busy with customers, others were just seated at desks. Not one person looked up to greet us. We went out to the lot to look at a few vehicles and returned back to the sales floor. Again after a while of awkwardly standing there and not a single "hello" or "we will be with you shortly" not even a glance in our direction. Finally my husband went up to someone who was alone at a desk and asked who he could speak to or where we would go to talk to someone and without even looking up he said "that room over there" so my husband restated- "so we go over there and someone will come over?" The man rudely stated "well what are you looking for?" My husband stated that we were here to buy a car. I'm mean obviously if we are waiting on the sales floor it would be because we are interested in buying a car. No response from the man after my husband said we wanted to buy a car. So we just said we are all set. And left. I came back in to the area he had told us to go to, to ask for the name of the sales manager and he told us we could ask at sales. The man at the desk had actually sent us to the service department when we asked who we could speak to in order to buy a vehicle. Why? By the way, the service department guys were very nice and offered to help by finding the manager, but by then my husband was disappointed in the way we were treated that we decided to go elsewhere. Very disappointed in the rude interaction today. That is no way of treating customers. Especially when we were there to be purchasing a vehicle that day. read more

My daughter bought a used CRV from them a few months ago. During the test drive we brought attention to a noise coming from the heat vents. As the CRV was just taken in, the salesperson said they would take care of it during the routing check of the vehicle. The title was quite awhile in coming, so by the time she took possession of the vehicle, she was already making her first payment. After about 5 weeks the heat quit with a huge noise on her way to work at midnight. The next day my husband brought it to Lundgren Honda where we had just purchased another CRV, and were much happier with their service department. After a few days of troubleshooting, they determined it was the transistor, wiring, and blower motor of the heater, at a cost of $950 to repair. Today she has called me from work to make an appointment because she has a loud noise coming from the underside of the vehicle. A loud banging she says. So, now her $7000. vehicle is a $8000 vehicle, and more service needed. I believe Long did not do anything at all to check this car because it was purchased as soon as taken in, so the safety check was minimal at best. Unfortunately, the warranty is over, and no lemon law to protect. So, buyer beware. I would never buy another auto from these people. I think they are dishonest. read more

great place to do business. mainly here for service but also bought used subaru at great price.