Subaru of Calgary

Subaru of Calgary responded

Hi Janni, My name is Drew, I'm the Media and Marketing director here at Subaru and I wanted to touch base with you for 2 quick reasons. The first is that I see that your super happy with your experience with Munir. Now by tagging him on this review with a low rating unfortunately it is actually hurting his personal rating. So I was wondering if you'd be willing to modify this review to be just about Munir and give him 5 stars? The second piece is that obviously we didn't do a great job regarding the rest of your experience and I'd like to know more about that so we can fix any holes in our process or address any staff that need some coaching. Would you be able to leave maybe a second review, or simply respond to me here regarding whom you dealt with and the specifics of your situation? I would really appreciate the opportunity to try and make it right. Thank you for your time!

janni responded

There was no transparency in the transaction. The price we negotiated was for $30000. This price was shown in the managers office on the computer and in BK's office. I asked why the price was different on paper and BK said "that is the price shown to protect you in case the car is totalled and needs replacing". I should have taken a screen shot. I had invested so much time that I went ahead with the sale but I was close to walking away. You have a good product, I am confused as to why you have to resort to low level tactics. BK tried to give me advice that was not in my best interest but only in the best interest of the dealership. He then tried to make me feel like an idiot for refusing. My insurance company has had dealings with him as well and sadly they were not positive. Munir went in to get Ken to say goodbye to us when the delivery was done and he would not even come out to shake our hand. I could see he was alone in his office. Not great for customer when the manager wont even acknowledge you after the sale, only before. I am an emergency nurse and if I treated my patients this way, with lack of transparency in their care, I surely would not be a good nurse. My spouse is also in sales and he is extremely good art what he does because he puts his clients needs above the sale. I can not in good faith give your dealership a positive review. It would be a lie if I did.

janni responded

There was no transparency in the transaction. The price we negotiated was for $30000. This price was shown in the managers office on the computer and in BK's office. I asked why the price was different on paper and BK said "that is the price shown to protect you in case the car is totalled and needs replacing". I should have taken a screen shot. I had invested so much time that I went ahead with the sale but I was close to walking away. You have a good product, I am confused as to why you have to resort to low level tactics. BK tried to give me advice that was not in my best interest but only in the best interest of the dealership. He then tried to make me feel like an idiot for refusing. My insurance company has had dealings with him as well and sadly they were not positive. Munir went in to get Ken to say goodbye to us when the delivery was done and he would not even come out to shake our hand. I could see he was alone in his office. Not great for customer when the manager wont even acknowledge you after the sale, only before. I am an emergency nurse and if I treated my patients this way, with lack of transparency in their care, I surely would not be a good nurse. My spouse is also in sales and he is extremely good art what he does because he puts his clients needs above the sale. I can not in good faith give your dealership a positive review. It would be a lie if I did.

janni responded

There was no transparency in the transaction. The price we negotiated was for $30000. This price was shown in the managers office on the computer and in BK's office. I asked why the price was different on paper and BK said "that is the price shown to protect you in case the car is totalled and needs replacing". I should have taken a screen shot. I had invested so much time that I went ahead with the sale but I was close to walking away. You have a good product, I am confused as to why you have to resort to low level tactics. BK tried to give me advice that was not in my best interest but only in the best interest of the dealership. He then tried to make me feel like an idiot for refusing. My insurance company has had dealings with him as well and sadly they were not positive. Munir went in to get Ken to say goodbye to us when the delivery was done and he would not even come out to shake our hand. I could see he was alone in his office. Not great for customer when the manager wont even acknowledge you after the sale, only before. I am an emergency nurse and if I treated my patients this way, with lack of transparency in their care, I surely would not be a good nurse. My spouse is also in sales and he is extremely good art what he does because he puts his clients needs above the sale. I can not in good faith give your dealership a positive review. It would be a lie if I did.

Subaru of Calgary responded

Hi Janni, Thank you for taking the time to get back to me. I will address the situation with Ken and BK because you make absolutely valid points regarding your experience and that is not how we want our customers to be treated or the feeling they should be left with at the beginning of your relationship with our dealership. I know once a person has a Subaru they typically don't go to anything else, and want to make sure that you enjoy being part of the Subaru family. Also please don't take my request for 5 stars for Munir to be a request to falsify the rating of our dealership! It was only an effort to make sure that Munir's rating online (as reputation is everything in sales) did not suffer because of some items outside of his control. But I understand what your saying.

Subaru of Calgary responded

Hi Janni, with dealer rater there is a delay of 5 days between the posting date by the client and the day that the review goes live online. It's during this time they verify the review and the poster to ensure it's a real review, as well as gives us a chance to try and find resolution if there was an issue.