We recently went to Sangera Subaru looking to purchase an EV…read more
Our sales person Mario was friendly, honest, knowledgable, and when he didn't know something he said so and either found out or got us to a resource to answer our questions.
They were extremely patient and attentive, took us on several test drives to compare vehicles as well as letting us look at the vehicles and compare them.
The lobby was clean and comfortable, snacks and drinks were provided in abundance, and the AC was cool.
The entire process was very low pressure, they never once tried to push us into anything or made us feel pushed. There were no drawn out speeches on extended warranties or paint protection, and in the rare instances where add ons came up, they answered question if we had them or took a "no thank you" and didn't press.
from Mario to the Sales Manager, the General Manager and the Finance person we worked with, everyone was great, professional, courteous and good humored.
We ended up needing to leave our first visit as my Fiance was very tired and hungry after work, but when we told them we needed to come back the next day to finalize the deal, they didn't try to stop us or anything like that. They said they understood, set us up to come in the next day when we were fresh, and said goodbye. They could not have acted more perfectly in that situation.
They washed, cleaned, charged and readied the car for us before the deal was even signed so that we wouldn't have to wait or come back, which was a really nice touch of customer care and shows how committed they are.
It was not a completely perfect experience but that is part of why they deserve 5 stars.
There was some waiting involved. That is often the case with buying a new car and should be understandable to any adult. A couple times we felt the wait was a bit long but that is a very minor point and they made sure we were comfortable and knew where to get snacks or drinks or the rest room etc. as needed.
The larger issue was that there was a bit of a mix up in their system on their inventory that could have been a serious issue, and that mix up led to some miscommunication and misunderstanding when the time came to sign the papers to buy.
People make mistakes, it happens, and I don't think mistakes should be the one thing we define a business or a person on.
Sangera made a mistake which could have cost us time and money and trouble- but it was caught before it was able to, AND, this is most important to me and why I consider them a 5 star dealer- they admitted it, and they worked with us to make it right.
Mario spoke with management on our behalf and did everything in his power to do something for us, he was very apologetic and sincere, honest and forthcoming from the start.
The sales manager came to speak with us and also immediately admitted a mistake and apologized. After we all got our perspectives On the matter out there and talked out the issue, the sales manager and Mario listened to how we felt on the matter and worked on finding out how, within their power, they could make it right, and promised that if they didn't have the power to do what needed done, they would take it up the management chain and advocate for us.
They didn't need to do that however, as the two of them were able to come back to us with a compromise that was very fair and left us feeling respected and taken care of.
I think that is very important to note. The sales manager we spoke to was calm, respectful, excellent in his customer care. What could have easily escalated or even ended the deal and soured that relationship, he de escalated and handled with aplomb.
He took extra steps to ensure we were happy with the deal and the vehicle we were taking home before leaving things back in Mario's capable hands and returning to his office once he was assured things were all good.
The finance experience was fast, it was convenient, low pressure as well and just a master class in how financing should work.
totally seamless.
Sangera Subaru is an excellent example of how a dealership should be.
Most of our visit was flawless, waits were mostly brief or non existent, processes were well implemented and executed, staff were all friendly and professional. A mistake happened, one mistake in a very complex process, and they owned it and more importantly, stepped up to try and make it right, and did.
We drove home a brand new Trail Seeker that night and have an appointment scheduled to return to the dealer and meet with their product expert who will show us all the features and options of the car and answer any questions we have about it.
That's customer care that extends beyond when the ink is dry.
I would recommend that anyone looking to buy, lease, or service a Subaru go see Sangera and especially ask for Mario by name.
