Bertera Subaru of West Springfield

My husband and I have purchased and leased several Subaru vehicles. We have always been treated extremely well and have made excellent deals.

Helpful and transparent staff, transaction went smoothly. Thanks Bertera!

While looking for a new car I searched several Subaru local dealerships. Bertera did not call me back even though I purchased 2 new vehicles from them in the past. I also found their auto chat very impersonal and not of much use. Conversely, I had a great experience at Surburban Subaru in Vernon Connecticut. They had much better price points and much better service. I ended up purchasing a new Subaru at Surburban.

I will say first that this is not a knock on the individual that I spoke with on the phone, she doesn't set the policies and prices. Now, this place is awful and predatory. I went in with a few minor issues I asked them to look at. I told them what was wrong and even wrote a letter explaining what was wrong. They charged me $320 in diagnostic fees, i.e. a tech drove it in the lot for less than five minutes and wasted my gas. Then I get and estimate of approximately $2,100, diagnostic fee included. I laughed when the receptionist told me this. One charge was for $45 to replace a break light bulb... $45! I brought my Forester to a small garage less than 20 minutes away. When they were done, my car was back to normal and zero issues. My charge from the small garage was $62, parts and labor $62. This dealership is awful and will rake you over the coals if you don't know anything about cars. AVOID at all costs!!! If there was a Zero I would have checked that instead of a One. AVOID!!!

This review is for the whole service department team starting from JEREMY REDMOND, BRITTANY HAILE, BRENDA, and SCOTTIE. I’ve been into a lot of Subaru service department from NY and MA and i have experienced the worst customer service from there but BERTERA SUBARU SERVICE DEPT is very different. They have, by far, the best customer service and I brought my car a couple of times already for repairs and every time i bring my car in, i always get my car back in perfect condition. BRITTANY has been my service consultant every time i go there and she has been very helpful. SCOTTIE has been picking me up and dropping me off wherever i need to go and he has been outstanding in that category. Overall, i would give the whole service department team 10/10 stars if i can. Thank you!

Went in for an oil change and was told my brake fluid was black and sludgy. The tech actually came out to tell me that in person and that it was urgent to be flushed. They wanted over $500 for the service. My car was pretty new so I thought that seemed fast. I had a relative look at the car and he showed me that the brake fluid was in pristine condition. Also took it to another Subaru dealer who said the same. Don’t bring your car here unless you want them to try and trick you into paying for service you don’t need and they probably won’t even do.

My son was training in area and we are from Maine. My sons Subaru had trouble this service department went above and beyond to help. They got the car running and helped with transportation so he wasn’t stranded. I can’t say enough about how helpful and kind they were. Thank you!!!

Darrick in sales was exception. Nice kid. As a professional salesperson myself, I think he used just the right approach to us as customers. Left a positive impression on me and i would buy from him again

If I could give this dealership 0 star, I would. Beware of this dealership. They are giving Subaru bad name and should be reported for scams they run. We booked a new car from this dealership and they strung us along for couple of weeks until two days before actual paper signing informing that their 'dealership' is upgrading our reserved car with some new features which will cost additional around $1000. We did not ask for this upgrade and clearly dealership was trying to squeeze more money out of us. We also missed opportunity of buying car from other dealership during two weeks until car was shipped because we relied on this shady dealership. Two days later the agent called us back to sell the same car for original price but we declined as we do not like to deal with greedy scammers. The agent had audacity of saying in the first call that he is aware of 'bad reputation' car salesmen have. Funny, because this dealership and agent perfectly lived up to that bad reputation above and beyond.

This is the 2nd time I've brought my 2006 Legacy in for service, first time was for a recalled passenger side air bag, and now they're working on my fixing my head gasket. In both situations Bertera Subaru has failed to keep me informed on the status of my car. I had to called them to find out if my air bag was replaced and they said 'yup its finished you can come down and pick it up.' Too bad they forgot to mention the service department had already gone home for the day and no I cannot in fact pick up my car until the next day. lol thanks. Did they call me and tell me that they didn't have the gaskets and my car wouldn't be ready? Nope. 3 days later I called them again, is my car ready? Nope. 'I GUESS you can have a loaner for the weekend'. Its been over two weeks now and I'm just gonna stop wasting my time calling them. They can reach out whenever they feel like getting their loaner back. The leadership here has clearly failed to provide proper training in customer service and communication. I feel bad for the few people that do try but have been failed by their teammates and subsequently have to pick up the slack.