Buyer Beware
I have always purchased Subarus (7) out of town over the last 30 years because Haddad Subaru Sales has horrible local reputation... However, because The Service Department had much improved caring for my 2018 Legacy, I thought I would give them a fresh try this year...
Here is the reality of my experience:
While sitting in the waiting room for service on my old Subaru, in January, 2025 a salesman offered me an excellent price for a lease "today" on a new 2025 Legacy. I could not make the purchase on that day... When I called back a week later, the Sales manager, Justin, told the price never existed, (though the salesman said it did) and the price was now double. Take it or leave it. Of course, Lease prices change month-to-month, but to say the Salesperson never offered me the price, (though the Salesperson acknowledged the earlier price) was a big red flag. And insulting to both of us!
Four months later, with Tariffs looking gloomy, I went to the dealership and leased a 2025 Outback. I paid a deposit and was given a copy of Window Sticker and VIN number. I threw out the printed sticker copy, I kept a printed copy of the VIN number. At that time at the dealership, we called for my 10 day buyout on my Trade, which I wrote down on the paper with printed VIN.
A few days before the pick-up of new the car my insurance company contacted me and I was told the VIN number I had been given (and gave to my insurance) no longer existed and was changed to a new VIN and new Outback. The Insurance Co. wanted to know what happened? When I called about that, The sales person, said, "Don't worry- It is the Same Car"
Mistakenly, I took him at his word.
A week after picking up the car, I noticed the new VIN was very different and I called the Sales Manager Justin for clarification... He then told me, (and I quote!) "I have no Idea" how I got a printed original VIN number" and he would not honor or explain how that happened.
The reality is one of his staff gave it to me. He refused to acknowledge the error and insinuated-- I made it up, somehow had it printed, or perhaps I forged it, but he absolutely refused to acknowledge it was a mistake on Haddad's part.
Truth was, I was given the wrong VIN number to begin with and was told falsely it was the same car as the new VIN. All I wanted was accountability. I mentioned this incident to several of my clients who went on to say Justin's failure to acknowledge his error- is a well-known problem with Haddad. They will rarely admit a mistake.
To top it off- On the scheduled pickup, another sales person Scott, (mine went home early) was showing me how to use the electronics and did NOT know several aspects of the car and had to get help after 20 minutes and having told me wrongly to reset all settings, 2x... In fact, he told me the incorrect information several times. I know the Haddad team is doing their best, and Scott was nice enough, but really- to not know how the car works is unprofessional.
In addition, I was told by the sales person the car would have a self-dimming rear view mirror (like my old trade-in) and the car has a standard mirror. Again, Justin said, no one ever promised that… "Do I have it in writing?" No, I do not" Tough luck.
When I reached out to the “advocacy” person, she wrote back she was out of town and would refer my problem to the Sales Manager—the cause of the problem!
That is the present state of Haddad Subaru and its management.
I will add, mentioning this to several clients, one suggested contacting Subaru directly and they have feedback forms that can be filled out…
