1 Stars - TL;DR: If you are looking to buy a Subaru, don't do it here.
I always like to start a review with something positive, so I will share the three legitimately good things about this dealership:
-their service department is kind and efficient
-Catherine and Pam are very helpful and pleasant sales people
-Gordon is totally willing to listen to your concerns about their staff and, hypothetically of course, should you burst into tears in his office because of a negative experience you have with his sales management, he will definitely hand you a tissue to wipe your eyes/nose
Now, time to get real.
After my other half stumbled across a really awesome car while waiting for an oil change on our current car, we decided to go in together and take a closer look. That's when we met Cat, about 9 months pregnant, super funny, and overall very helpful. She talked through the models of the car we were into over the phone and then volunteered to go pick up the one we wanted to buy from a neighboring dealership, so we could take a test drive and all that good stuff. We were pretty sold on the car after that, so we decided to go inside and talk numbers to see if theirs would match ours or (hopefully) beat them. This is when things got really bad.
To summarize the first day of this process:
-they low-balled our trade in even though we had a quote from Subaru corporate
-lied about the timeline for ordering a custom vehicle
-repeatedly quoted us different rates and prices each time we called to follow up on the details
In addition, the sales manager:
-wouldn't honor the rates in our email quote that was supposed to be good until January
-called us liars because he doubted the low mileage on our 2.5 year old car
-made fun of my partner's appearance
-said he doubted we'd even buy
-made fun of us for being lesbians
(Honestly, (1) it's nearly 2015 so get over it already, and (2) you're selling freaking SUBARUS, the official car of our people, so shut the hell up and take our magical rainbow cash)
So, finally, after some more talking with Cat and Pam, they told us to just come back in with the numbers we had from other dealers and they'd work with us. All things considered, we figured we'd just overlook the drama from our first visit, talk to a manager about it to make sure it wouldn't happen to anyone else, and try again. Awful plan. Gloriously awful plan.
Today was more of the same:
-totally ridiculous trade offer (offering $1750 below our Subaru GTV quote even after admitting there was only $600 worth of damage)
-inappropriately handling paperwork
-processing credit without signatures
-openly disrespectful comments during the negotiation process
-rude treatment by sales management (this time we were DYKES, yay)
-talking about strippers on the job near customers and children
-very loudly declaring that they'd sell the car to another guy who wanted to see it and not "these dykes" (seriously, twice in a half hour)
So, we got our paperwork back from Cat--who made sure we were walking away with all the info we needed to share with other dealerships and was generally awesome as always--thanked her for her time and went home to call (1) Subaru corporate, (2) the better business bureau, and (3)two other dealerships to get a better deal on our car.
I'm happy to say that we are now the proud owners of a beautiful car, which we got at the same price as their model, with a more-than-fair trade in value and without any additional drama from Apple Subaru in York, PA. Totally worth the drive away from Baltimore for great service, honest and fair pricing, and to be treated with respect. After all, to paraphrase the great Marge Simpson, being a lesbian doesn't make you less of a bein'; and Apple knows to treat all of their customers like human beings, while Heritage treats you like a walking checkbook.