Prime Manchester Subaru / Threats and Intimidation in Response to Complaint
I had my complaint buried within another customer's thread and it merits its own entry so here is is: In the Fall of 2009 I purchased a brand new Subaru at Manchester Subaru. The car was missing a part and I noticed this only when I returned home. It took six or seven weeks of calling to finally get the part. Multiple phone calls to my Sales Rep and his Supervisor were not returned. When I did get either of them on the phone then promises of action were not kept. For example, I was supposed to hear back the next week and didn't hear anything, or the part would definitely be in in two weeks, etc., etc. I soon realized they were just stalling. Finally, after a month or so I left a message for the owner, Todd Berkowitz, naively thinking this would get things moving. Guess what? Nothing changed! Noone called me and so I then had the idea of complaining to Subarua of America. ONLY THEN did I start seeing results. After about seven weeks I got a call to come in for the part. I was so upset about not getting straight answers, no call backs, etc. that I went straight to the owner's office to find out 1.) Why I received such lousy customer service, 2.) If the broken promises and bad customer service were acceptable to the owner, and, 3.) Why he (Todd Berkowitz) never returned my call. What happened next? The experience of speaking with Todd Berkowitz was like trying to get a straight answer out of a Philadelphia Lawyer. When I asked why these things had happened he said he didn't know because he delegated it. I then asked why he didn't return my phone call and he said he doesn't return those types of calls and refers them to his staff. When I spoke of the non-responsiveness and lies he said I was "... only hearing your [my] side of the story", which was disingenous because he made no effort to get the other side of the story while I was in his office. After just a few minutes of trying to get him to care about my experience... and this is really why it is worth getting the word out on this incident... Mr. Berkowitz said he was tired of arguing and was going to throw me out! I said I knew my rights and hadn't finished relating my entire experience -- at which point he said he was going to call the Police and have me arrested for trespassing!
This was a serious threat that was unwarranted, unjust, and, frankly, repugnant. I am a law abiding citizen and this coward resorts to threats of calling the Police to get rid of me. I have never been treated by a business so badly... EVER! The sad fact is that all I was looking for was an explanation and an apology and he was not willing to provide either one. I received only threats and intimidation. That's how my patronage was returned. Any one who patronizes Manchester Subaru is patronizing a business owned by a cretin, a man who acts indecently and will resort to any action to avoid facing up to a mistake by his dealership. A GOOD DEAL ON A CAR IS NOT WORTH THIS AMOUNT OF AGGRAVATION -- BE FOREWARNED.