2018 SUBARU Outback

AVOID AT ALL COSTS

Customer Service: 1.0 Quality Of Work: 1.0 Friendliness: 1.0 Pricing: 4.0 Overall Experience: 1.0

Avoid this dealership at all costs. My husband I purchased our first Acura from Luther Bloomington in early October 2016. While we are thrilled to have a new (to us) car, we will NEVER return to Luther. After finding the car online, we visited the dealership to test drive, and possibly purchase, the vehicle. Scott, the salesman we spoke with, got the keys and told us it was on the lot - we could find it ourselves. Eventually, Scott did help rectify some minor concerns we had on the car, but otherwise did nothing "above and beyond" to close the sale. He made no effort to get to know us, as buyers or as people, at all. After deciding to move forward with the purchase (begrudgingly - the right used car, at a place that would prove to be the wrong location), we met with Kyle Nenovich. This individual was rude and a liar - he intentionally misled us multiple times throughout our interaction with him. He sat us down and offered us "the lowest possible interest rate" available. When we said we had been pre-approved for a much lower rate (about half of what he quoted), he was "shocked" we could find a rate that low, but said we should still sign his loan offer, and then refinance it at our bank. When we said we didn't want to refinance because of the associated time and costs, he told there were "absolutely no fees associated with taking out a loan or refinancing one." He then told us there would be a $75 fee to take out a loan with them, which is "a very common fee for any loan or refinancing." When we refused to accept his plan (high interest with him; refinance later), he easily found another rate much closer to what our bank offered in order to keep the sale.Kyle then tried to sell us on the add-on packages, to expand our warranties and care - including a package that would protect us, amongst other things, from "acid rain damage." His explanations of these protection packages were incomprehensible and rushed, and when my husband attempted to ask even one question, Kyle was unable to answer. We declined the add-on packages, and it was like a flip switched. My only guess is that Kyle (who I would assume makes a commission off these financing rates and extra add-ons) became upset because we came in with a knowledge base and understanding of what we wanted. His answers became terse and his pace quickened. This rushed pace led to sloppy work: Kyle then finished completing our loan paperwork... for the first time. He subsequently had me sign paperwork that he then had to shred 3 times before (on the fourth try), he got it right. Wrong interest rate; wrong bank; wrong information. When I asked for my copy of the corrected form at one point, he said, "Oh, you don't need that. They're all the same." The last time that he screwed it up, Kyle actually had to call us to come BACK to the dealership after we had left with our new car. Our troubles did not stop there - we were unable to register the car for over 3 weeks, despite Kyle assuring us that we had "everything we needed" when we walked off the lot. He provided NO information about receiving the title or our next steps, despite me asking. I had to email the business manager several times over the next 3 weeks because of missing paperwork, and then only received the title (which was supposed to be mailed immediately after the sale) via overnight shipping when I threatened to contact my attorney. (After being lied to multiple times about it being "in the mail.")We also had to send multiple emails to obtain a check that Kyle promised to send to reimburse us for the gas we had to purchase as soon as we drove off the lot (since they did not fill the tank) - they initially sent a check that was not signed, and then sent a check for an amount less than promised. We attempted to contact the general manager three times via email about our multiple issues; we never heard from him. At best, I would describe Luther Bloomington Acura Subaru as sloppy and unprofessional; at worst, they are deceitful and rude. Avoid this dealership at all costs.

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