"Poor Customer Service"

I saw car I liked went for test drive the car was making a weird noise in the back even with that I decided to go for it with condition that they will get my problem solved, went in finish all the paper work and no car, two days later I call to know about the status of the car, and the person who picked up the phone didn’t even knew the car bad bought 2 days ago, told me to call her the next day because she had no information on the car, what kind of place is this??? Why would u make do all the paper work and not have my car ready between the stated time, my frustration it’s over the ruff right now.

"Keith Goldsmith The Best!!!!!!!!!!!!!!"

Let me start by saying I normally do not participate in reviews. However, I would be remiss in not giving a shout out to Keith Goldsmith, sales rep. He made a very stressful process seamless. He is extremely knowledgeable, patient and caring. I will definitely go back. I am now driving a beautiful island blue impreza.

"Subaru Forester"

I bought my Subaru Forester 2 months ago at this dealership. Customer service is excellent! We were working with Jeremy Schmieding, who was very helpful, professional , friendly and responsible. He was answering all our questions very thoroughly, explained all details ( ex., about electronics in the car) we need to know. I love my Forester and thank you, Jeremy!

"Amazing!"

The customer service is amazing! Holly really goes above and beyond for everyone! I would definitely recommend people here!

"Poor Service At Bertera Subaru"

They know how to sell cars but they sure dont know how to fix them!!!My personal mechanic found the problem (oil burning with no leak). The service dept. at Bertera said I had to go through oil consumption test to be sure. After waiting 7 weeks so the oil consumption "specialist" could diagnose the problem, I brought my car in , took the day off from work as I drive for a living and they would not give me a rental, and was informed I was only getting an oil change. Needles to say, I was not happy. Anyway, they did an oil change and told me it was a PVC issue and was assured it would be fine. Nevertheless, I brought my car in today I brought my car in after going through a disturbing phone call with the appointment person (a whole other story),after driving 1200 miles to see if it used too much oil. After going to the service department to question why they had no record of my service appointments, the service man said "Why are you here?" Ill see you on Thursday because thats when your appointment is. I told him that I wanted to check the oil myself before I left and came back on Thursday. He politely checked the oil for me and after 3 tries, he said he would look at the car right then. What a surprise!! Needless to say the oils was low. I stood right next to him as he checked the oil 3 times and I did not see a drop of oil on the stick. Granted, I am not a mechanic in any way shape or form. Still...

"The Days Of Getting A Quick Fix Are Over."

Nice people, tight fit, small place, not alot of space. Needed¿ two screws loosened on front passenger side strut to finish my alignment from town fair tire. Was charged 125.00 to loosen them, and to tell me my inside mirror was no good. So basically was charged an hours labor for that. Not alot of work for a premium price.

"Excellent Customer Service"

While I ended up buying elsewhere it had nothing to do with the dealership. I met with Johnathan Bernard who was nothing but helpful. Hes the guy to see if youre buying.

"Maintenance Services"

Bertera maintenance services are very costly. When I bought an Outback which we re happy with, they offered me a free lifetime tire replacement IF we go to them for all oil changes and maintenance checks. Boom - they charge you big. For me a 30,000 mile maintenance check (4 hours ) costs over $525. I ve checked around and found that others could do for much less.

"Worst Service Dept Ever!!!!"

I will never have my car serviced here again ! No one knows what they are doing and the Seevice Manager was even worse!!!!

"2017 Subaru Forester"

I highly recommend Bertera Subaru of West Springfield, and Joe Bucko, the salesperson that helped us. It was a no hassle shopping and we walked out with a great deal for a new 2017 Subaru Forester. Joe was great throughout the whole process, he was patient, listened to us, and provided us with great service and a very nice deal. We will certainly be back.

"Do Not Do Business With These People!"

I had the absolute worst experience leasing my vehicle at Bertera Subaru of West Springfield. I would never recommend this place to any of my friends or any one looking to purchase a Subaru. The lack of knowledge from the sales staff/ lack of communication throughout the whole store is insane. For example, when I asked my sales person what the differences were between two different vehicle trim levels he told me he didnt know, and that I should google it. I asked if he could ask someone who might know and he ignored the thought. Talk about professional. And the rudeness/incompetence doesnt just end with the sales staff. When I was signing the paperwork in the finance office I was pretty much "shooed" out and wasnt even afford any warranties or maintenance/care packages. "Sign here, here, and here. Thanks, bye" is pretty much how it went. I thought the nightmare was over, but I was wrong. The car was promised to be delivered at a certain time the next day, but when I went to pick it up it wasnt ready. Go figure. No one tried calling to let me know it wasnt going to be ready for the promised time and they didnt have an answer to why the vehicle wasnt ready. I was told to leave and call back later to see if it was ready to be picked up. A couple hours go by and I call. No answer. I call again a second, and a third time. No answer until I was sent to a voicemail box to which I left a message and never received a call back. It was only until I called back a fourth time and asked for a manager and let the person know that I didnt want a voicemail box because no one returns my calls that I got through to someone. They said the car would not be ready that day. I ended up getting a loaner vehicle, only after asking, for the night. The next day I had gone to pick up my new car. After dealing with this dealership for almost a week and them knowing my frustration you would think they would have taken their time to make sure everything was right with the vehicle. It wasnt. The detail job was pretty bad for a brand new car and Im not a picky person, but it was bad enough for me to say something. Even the little things that SHOULD have been done like setting the time and date in the vehicle were not done. It sucks that I had to give this place business, but it is the only place around that sells Subarus. Quick synopsis if that was too long for you guys at Bertera to read. Your dealership is awful, your sales staff is under qualified/educated, and the lack of communication throughout the store is atrocious. And Im only leaving this review here and not tanking your survey because I was promised a reimbursement for good scores on that so you guys can get your money from Subaru. Im sure Subaru would love to know that too. And dont get me started with the service department!

"Enjoyable And Exciting Buying Adventure!"

I have had my Subaru Legacy for a year now and I love it. I worked with Keith Goldsmith during the buying process and he was amazing. Very attentive to my wants and needs. He did an awesome job explaining things as we went along. He was easy to get a hold of whenever I wanted to contact him. During the buying process I had many questions, perhaps many of them where silly but he was always helpful and never seemed bothered by me and my quirks! Five stars for Keith Goldsmith and Bertera Subaru of West Springfield!!

"5 Star Sales, 0 Star Service"

First id like to say that the sales department at Beterra Subaru is 5 Stars! Their service department manager is 0 Stars! I purchased a new 2015 Subaru WRX at Berterra in January 2015. In February I began having satellite radio interruption on my commute to work from Huntington MA. I made a service appointment and they found a loose connection and fixed it. The interruptions stopped. In April the interruptions (one day 7 interruptions in 11 minutes lasting up to 30 seconds each) resumed and I made another appointment. From the time I made the call Carlos and his service people all began telling me it was probably due to the nature of satellite radio and that Id have to live with it. I have had 5 other vehicles with satellite radio and I still own 2 others (Ford Fusion and Nissan Titan) that do not experience the same issues regardless of the weather conditions and route traveled to work. When I picked up the car I was told there was nothing they could do and no repairs to the radio were necessary. I reached out and left a message with Carlos on a Monday. Didnt receive a call back so I contacted Shawn Sullivan (sales mgr) on Friday and he got Carlos on the phone. Carlos recommended lodging a complaint with Subaru and hed call on Monday with the # to call Subaru. No call on Monday or Tuesday. Wednesday I reached out and was transferred twice to an extension that just rang and ran. On Wednesday I called and spoke to Shawn Sullivan again. Carlos came on the line and gave me the # for Subaru. I called Subaru and after waiting on hold for 20 minutes the rep began telling me XM Radio coverage varies and Carlos @ Berterra should be making the recommendations to solve the issue. The also asked me to contact Sirius XM to reset the radio which i did and the reset did not make any difference. The Subaru rep took my name and number and told me she would call Carlos. After 2 weeks I just got a call today from Subaru and she said Carlos made no recommendations to resolve the issue and no repairs are necessary. She continued on her rant that the interruption in service was probably due to the signal the satellites were sending. If this were true I would experience the same interruptions with my other 2 vehicles. Very Very Very Dissapointed in Subaru, Berterra Subaru and Carlos Balula their service manager.

"Customer Service Personified"

On June 11th, 2015 I purchased my 2015 Subaru Outback from Keith Goldsmith at Bertera Subaru in West Springfield. It was the best experience I have had....and Ive purchased MANY cars. This is my first experience at Bertera and it went so well that my father will be stopping by next week to do business with them as well. Keith is very easy to work with, very accessible whether it be responding to phone calls, emails and texts. We were able to do paperwork the same day my I applied for finance. Keith was able to explain every part of my car in detail...telling me the changes that occurred from the previous year and what to expect in the years to come! The interesting part of this experience was that when Keith was attending to other customers I didnt feel that I was being pushed aside. Every salesperson there was busy but not busy enough to stop and say "hi" or ask if I needed help. Unlike other encounters with purchasing cars at other dealerships, I felt as if everyone at Bertera Subaru cared and worked together to make me feel as if I was their only customer. Thank you again for a wonderful buying experience!!!

"This The Second Forester I Purchased From Keith"

Great car!! Better gas mileage too than my previous one I bought from him. I’m getting 24.6 mpg now! Air conditioning is cold, car is quiet, comfy, and it fits well in my garage. All is going well. Thanks again Keith for all your help!! I will not hesitate to recommend you in the future. A satisfied customer. Sincerely, Peter Banach

"Great Experience!"

The whole process went smoothly. The people here made us feel welcome from the beginning. They took the time to educate us about Subaru and helped us find the perfect car. We wish we had come here first. Many thanks to Dan, Mark and Tom for helping guide us through the purchase. Certainly worth the 1/2 hour drive we made. If youre looking for a Subaru, you must check these guys out. A Great Experience!

"Did Not Buy From Them Because...."

I drove 2 hours to see them about a trade in they got. It was a 2008 Honda Accord EX-L. Only had 61,000 miles on it. I was disappointed to see all of the flaws they failed to mention, preventing me from buying this car. The heated seat on the passengers side was melted, and then reformed making it look awful. The rear bumper not only had a 3 inch gash in it that looked like someone took a knife and cut into it, but it was a DIFFERENT COLOR than the rear quarter panel. And the CarFax was clean. The center console armrest was all cut up from a knife also. Horrible condition. I was extremely disappointed and will not be going back to this dealership. However, the salesman, Mike, was very nice and personable. That was the only positive part of this buying experience.

"Great Service, Overall Dependability"

My husband and I purchased 2 new Suburus (Forester and Crosstrek) a year and a half ago, bought the pre-paid service plan and Bertera has gone above and beyond to provide excellent service.

"Friendly, Knowledgeable, Honest Salesman"

My wife and I just bought a Legacy 2.5ILimited Subaru. Our experience with salesman Brian Smuda couldnt have been better. Everything he told me on the phone was in fact true. And, despite the fact that the car we wanted was the last one like it that would be available for a few weeks at any of the nearby dealers, he and Bertera gave us a very competitive price.

"Satisfaction And Peace Of Mind"

I wouldnt think of having my 2004 Outback serviced anywhere else. This dealership has taken excellent care of my cars needs for many years, and has been very sensitive to my needs, as well. I know that parts will be correct, that the mechanics and technicians are trained and certified, and that the repairs and service are guaranteed. Issues are dealt with swiftly and appropriately. I want to give a shout-out to my Service Rep, Jason Wilk, for his automotive knowledge, and his dedication to me and my car. When Im ready for my next Outback, Bertera Subaru will be my go-to dealership. Its fine track record and generosity have earned my praise and loyalty.

"Best Indeed."

Had a Great Buying experience with these guys! I have been searching for a 2015 WRX and stopped at the Bertera Subaru West Springfield, MA. I first met Keith Goldsmith, asked him all the questions about the vehicle. He was knowledgeable, forthcoming with information and knew exactly what I wanted. All I can say is this was the quickest, best car deal I have ever made and by the way they gave me an amazing price. This car buying experience has been one of the best for me with no hassle, stress free process from start to finish. I would definitely recommend this dealership to friends and family. Thank you Keith and Tom, Great job!

"Disregard My Last Comment, For Brian Smuda"

It was not Brian Smudas fault concerning my tinted window scratches. I found out it was just some residue from the glass coat procedure. I easily wiped off the lines from the window and the car is perfect. There for I higly recommend buying your next car from Brian Smuda. Great guy and very helpful

"Step-father Recommended"

Keith has a lot of knowledge of the cars hes selling. Great personality when above and beyond. He even came in on his dayoff. I needed the Forester that I purchased to be ready for me within 24hrs and he came through. Thank you Keith and the Bertera Team for your excellent work!!

"Excellence Is Hard To Find"

My experience at Bertera Subaru was really a good experience and refreshing. At first I thought no one was paying attention because I walked around the lot for about 15-20 minutes. That was ok because I dont like pressure either. Keith came to my rescue and was truly professional in every way. From beginning to end he took care of all my needs and stayed in touch with the process of the purchase. My wife and I both were completely satisfied with Keiths professionalism. Very pleased, C. Robinson

"Very Disappointed, Factory Tints Were Scratched"

Everything was going great, buying process etc. When they installed the clear bra on my car they had scratched the car and repaired the scratch. Brian Smuda my salesman said lets go over the body of the car to see if there were any others scratches remaining from the clear bra installer. There were no other scratches on the body. Then I called a week later and mentioned that they did a terrible job at applying the rear factory tint on my rear window (scratched badly) Brian smudas response was that the dealership isnt responsible for that although thats how the car was delivered to me. So now I have to have another dealer remove the rear interior panel and pay a tint place to repair the tint out of my own pocket. This is very unfair to me after all this was not my fault.

"Buyer Beware!"

I purchased a used Outback from these folks in November. The first week we noticed a burning oil smell once the car had been running a while. We let if go until the 3 month(?) warranty that came with the purchase was about to expire. We called the dealership and were informed that the warranty only covered "safety items" and a burning oil smell did not qualify. So, we put up with the smell until we took the car in to another dealership for a recall. They informed us that the smell we had been experiencing was oil from a cracked head gasket. I contacted management at Bertera and they stated that they would not do anything as there is no way a cracked head gasket would have gone on that long without catastrophe (the other Subaru dealership and an independent Auto Shop disputed this claim). Buyer beware!

"Outstanding Customer Service!!"

Purchasing a new car from Keith Goldsmith was great! He was extremely knowledgeable about the cars I was interested in and was very honest and sincere. He was very courteous, positive, and wanted to make sure that I had an outstanding experience.

"Keith Was Great!"

Keith took his time and showed me many cars as well as allowed me to drive several all in the first visit. We had an idea in mind and were fitted into the best fit for our growing family. Will defiantly continue to do business with Bertera Subaru.

"My Experience"

My experience at the Bertera Subaru dealership in West Springfield was a very great one. I ended up with the car that I really wanted with no trouble at all. The salesman that helped me Keith Goldsmith was awesome, knowledgeable, very friendly & made sure every step of the process that I was happy with the product well informed about & got the best out of it that I possibly could & I really glad that really what I wanted into consideration. Im happy that I ended up at this dealership & everything worked out the way I wanted & that I had awesome help throughout it all.

"Initial Contact Only"

I was looking for a used car. Both the salesperson and the General Manager responded by e-mail, and the salesperson also called. Seemed knowledgeable and helpful, and not pushy.

"I Have Been Coming Here For Over 25 Years"

All my questions were answered and the service was good. If I have questions later on I know I can always call Keith and the rest of the Bertera Subaru team for answers. Thanks guys for a great experience!!!

"Drove Extra Miles To Bertera Subaru But Glad...."

Drove out of my way a bit to this Subaru dealer but was happy with the end result. Had initially pleasant shopping experience at another Subaru dealer closer to home but was disappointed that they could not give me a firm trade-in offer on my 2001 Honda CRV until the new car I was buying was on the lot (and I had to wait a couple of months for 2015 Foresters to be available). Bertera Subaru was willing to give me a trade-in offer that they held to while I waited 2+ months for my new vehicle. Also have nothing but good things to say about the sales people I dealt with. Keith Goldsmith did the final sale but I also was assisted to some degree by Josh Bruso and both gentlemen impressed me as genuinely interested in making my buying experience as easy as possible.

"I Just Purchased A 2015 Wrx Sti, I Am Very Happy."

I just recently purchased a 2015 WRX STI, I am very happy with my purchase and the whole sales process went very smoothly with no hassling. Brian Smuda was my salesman, very professional and knowledgeable salesman. He followed my every request on how I wanted the car when I was ready to pick it up. I have been at many other Subaru dealerships and Bertera Subaru of West Springfield is the best dealership over all the others. This dealership had the best price for my vehicle. I searched all of New England and they had the lowest price and the car is mint. I totally recommend buying here. I will be a dedicated customer for many years to come :)

"Good Buying Experience"

I came into Bertera looking for a used Forester. I looked at several at other dealerships but couldnt find one that fit my requirements. Keith Goldsmith was the salesman I worked with, and he found me a Forester in great shape that hit all of my requirements. Keith was very knowledgeable and not pushy at all. He did not try to sell me some other car that I didnt want like some of the other dealerships did. I feel like I got a fair price on nice car, without any hassle, and I would recommend Bertera & Keith to anyone. I had my own financing ahead of time, so I didnt really deal with the finance department much.

"Typical Dealer "run Around""

I hate to be the only negative review about this dealership, but, I have to share my experience. I was looking for a newer Forester and Bertera had exactly what I was looking for. It was a typical dealer experience up until the financing bit. The finance manager was very pushy, and very rude. Interests rates werent disclosed until I asked for them, they probably figured I was a young and dumb consumer and could make a quick deal. The finance offers from Bertera and their related banks were terrible, my own credit union offered me a much better rate. Once I informed the finance manager of this, it was amazing, he suddenly had loan offers which were 3-4 % lower, very fishy indeed. After the paperwork was signed and done, I was informed my car would be ready by tomorrow or the next day. A week and a half later my Forester is finally ready for pick up. I called nearly every two days inquiring if it was available for pick-up, and was constantly told "It is being cleaned across the road". I highly doubt the car was being cleaned for a week and a half. Upon pick-up my gas light was on, and I was only given one key to the car. I was told by my sales person that they would call me once they found my other key, to this day, they havent called and I would be more than happy to pay $200 at a different dealer just to avoid the hassle of this place. My salesperson also informed me that he would call me next week and I could bring the car so they could fill it up with gas for me, again, I never received a phone call. So here I was picking up my new car, with a gas light one, only one key, and after a week and a half of waiting. The only saving grace in this whole experience is that I really do enjoy my Forester, but, please heed my advice and shop elsewhere.

""ask For Brian""

Hands down the best salesman Ive ever had the opportunity to work. Brian Smuda exceeds expectations throughout the entire buying experience. Bertera is incredibly lucky to have such a polished and well intended individual on their staff. His knowledge about the product was through the roof. Even during our initial conversation I felt as if I was talking to an old friend. Still get calls a month out asking me how my car is? Brian cares just as much about my experience now than he did during the sale. Unmatched!

"Pleasant, Articulate, Personable"

I am writing this in regards to the very satisfying Subaru buying experience that I had at your dealership on Riverdale Road. Your sales consultant, Keith Goldsmith, is to be commended...not only does he possess a thorough knowledge of each Subaru model at your dealership he has a very good command of the English language. Being a retired teacher it is music to my ears when speaking with someone who has a pleasing vocabulary. Id like to add to the above attributes the fact that I found him to be a true gentleman. I enjoyed my car-buying experience very much due to his sales expertise as well as his pleasant demeanor. I would also like to thank Shawn Sullivan. I was delighted that you made yourself known to me through our family connections and Uncle Paul Regan. Everyone loved him. Thank you both!! Maureen Regan (Skipper)

"Smooth And Efficient Transaction"

I came in looking to replace my dying Mazda6. Keith combed through over 500 used cars in his inventory to find the right lightly used Honda Accord for me. He didnt try to sell me a Subaru. I knew what I wanted and he delivered. Simple. Armando Perez

"We Love Our Subarus!!!!"

My husband and I had stopped in for service on his 2011 outback,It was in the back of our minds that it might be time to trade in my 2010 Legacy.This car had a standard transmission and arthritis was making it hard to use that clutch.I still loves my sky Blue baby but.....I spotted a. Beautiful venetion Red legacy sport and the rest is history.John McGahan took awesome care of us,there was never any pressure from him just good information and the best deal HE could get for us. About a week later we came back to see John about a 2014 outback limited .once again John came through with a a great deal .He was pretty awesome to work with and we know how hard HE worked to give us great service.He came through for us and he absolutely went WAY above and beyond! As did the whole team at Bertera Subaru. Our thanks to all!

"Friendly, Honest And Knowledgeable"

I bought a 2014 Forester from Keith Goldsmith at Bertera Subaru. My car broke down, I needed a new car fast and knew what I wanted. He was great. The only time I got up from my chair was to test-drive the car and sign papers. Thank you Keith!!

"2013 Outback Purchase"

could not be happier with my experience at bertera today. i worked with a lad named keniel who went out of his way to make the process seamless. he drove around 100 miles out of his way to make sure i could drive the outback home the same day. sales manager was great as well.

"Great Dealership, Helpful, No Pressure Salesman"

I contacted Bertera Subaru via cars.com. Both the IT department and the Sales department called me within minutes of my email to them. Both departments worked together to make sure my needs were met. When I was ready to buy, my salesman Chris at Bertera helped me find just the right car, and a decent deal.

"The Best"

I went to bertera looking for a used vehicle.I had been searching for a better car for my family but because of past credit issues I was turned down by some dealers.I recieved a letter in the mail from Bertera Subaru stating that I was approved.so I decieded to go down and see what this was all about and see if ther ewas any catch to it.When I arrived at the dealership I was immediately met by a kind gentleman named Issa Daoud.I told him why I was there and Issa was very helpful in choosing the right vehicle for me,and from the time that I arrived until the time that I left he kept me informed step by step,no pressure even when it came to down payment.Most importantly Issa made me feel like I belonged there because when you have credit problems it is hard and all the other places I had recently been to made me feel like I was not impotant enough to work wit most never even called me back which is very poor customer service.When I talked to Issa he let me know that I wasnt alone,that they had manycustomers wit my kind of issues and that they do all they can to help and he did just that.Thank you Issa for making me smile andhelping me get my vehicle.Thank you Bertera Subaru finance department for all your help in getting my family a better vehicle. Linda