Bertera Subaru of West Springfield
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Customer Reviews of Bertera Subaru of West Springfield
Review type:
Car Buying Experience
by HappyBuyer on 07/01/2025
updated 07/08/2025
I want to give a huge shout out to my salesperson, John B. He did a great job patiently answering all of my questions and his knowledge was fantastic. I highly recommend working with him. Not once did I feel pressured. His main concern… was making sure that I got the car that was best for me. Best salesman I have ever worked with.
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The following reviews are more than two years old. They are not included in the overall rating.
55 reviews
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Returning Customer
by karenarpin1 on 08/20/2016I've been buying subarus for many years at this dealership after one awful experience at a previous dealership. They've always gone above and beyond to help me out. Thank you Again Holly !!!Awesome sales experience
by Auntie_Yaa on 08/20/2016Just purchased my 5th Subaru from this dealer. All sales experiences have been great. No game playing. Straight facts and answers to questions. Highly recommend Bertera Subaru as a dealership to work with.Great Follow Through By Keith and Holly
by rayraffaele on 08/13/2016I spoke with Holly in regards to trading in my crosstrek. She was able to explain the possibility of how I could attain a new loan and they would purchase my car in exchange for something I wanted. She then referred me to speak with… Keith. Keith helped me purchase my 2013 BRZ and 2015 Crosstrek. Holly was aware of a 2014 Forester XT with the same milage of of my Crosstrek. They both agreed that it would be a suitable vehicle for me. I went on a test drive with Keith and was seriously psyched about the car. I knew that with this car I would be satisfied. After negotiations and consulting with Holly I knew that I felt confident enough that I was making the right choice. Keith reassured me that Bertera Subaru and its management would do everything they could to help me and follow through with commitments made. Thank you Keith and Holly for helping me with my new vehicle. The process of purchasing a new vehicle is always stressful and you made it feel right. Thank you Bertera for being friendly to Military Veterans. I am sure to continue coming to Bertera Subaru West Springfield. What I truly appreciate about Holly, is that she is always thorough and able to follow through to bring me back an answer positive or negative.My New Outback!
by MLSubaru01 on 08/11/2016HUGE thank you to the staff at Bertera Subaru. Dan Gilbert and Holly Were a great help & I'm loving my new Outback !A+ Experience
by amandaf916916 on 07/26/2016I have bought many cars so far and have not had such a good experience as I had with Bertera Subaru. I met with Keith Goldsmith to inquire about a Forester or an Outback. Keith took his time to explain everything to us. You get a different… experience here. In the past I was used to dealerships with guys who game you and confuse you with numbers. At Bertera everything is detailed in front of you and it is all explained to you. There were no tricks or uneasiness about the transaction. This positive experience followed us from the sales to Dominick in the Finance Department. The car was ready when they said and in mint condition clean and ready to go. All the insurance legwork was done for us with no issues. The bottom line with Bertera is you walk in and everything goes smooth. I wish all dealerships followed the business model that they exhibit. Thank you Keith for an amazing experience!!Worst Dealer Ever
by Unhappycstmr on 03/25/2016I experienced greed dishonesty and outright rudeness. I hope no one else has to go through what I did.5 Star Sales, 0 Star Service
by chrisnwma on 06/25/2015First i'd 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 I'd 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. Didn't 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 he'd 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.My First Subaru!
by SharonKelly on 03/09/2015Went to Bertera to checkout the Impreza wagon but realized it was too low for me. My salesman Brian Smuda showed me the XV Crosstrek which was a perfect. The new audio display unit was so new to me that Brian showed me through it in depth… that I could understand. I received follow up phone calls to check in and make sure I was still understanding and enjoying my vehicle. Very pleased with the no pressure sales and value on my trade in. Would recommended to my friends.Great Overall Experience
by xvcrosstrek1 on 11/19/2014I honestly cant say enough good things about our experience with Bertera Subaru, especially pertaining to our salesman Keith. Keith was very professional and really knew a lot about the Subaru XV Crosstrek we were looking at. He made the… experience very easy and was not pushy like we experienced at other dealerships. Keith gave a follow up call a few days after we took delivery of our vehicle to make sure there were no questions and to make sure everything was going well. This was a call I didnt expect to get and was pleased with the continued customer service even after taking delivery. I recommend Bertera Subaru to anyone looking for a vehicle!!!Disaster!
by buymanycars on 12/01/2010Literally worse than any buying experience I could ever imagine, I will keep this as short as possible.... Found a used vehicle Bertera had that was exactly what we were looking for and traveled 2 hours to see the car. Negotiated the… whole deal and agreed to financing, price, minor repairs etc... We agreed to head down there the next night to sign papers and they would deliver the vehicle to us the next day after that. (Couldn't sign that day for other reasons) The next day we had numerous correspondence and affirmed that the vehicle had minor repairs done that day (paint bumper) and I told them we would be heading down tonight to sign the paperwork. The sales manager even emailed an unoffical sales agreement to go by. I tell them we will be going directly from work to the dealership to sign on the car. Everything was good to go. At 5:30 after getting out of work we called them and asked if we could just put a down payment or deposit on the vehicle via phone and pick it up saturday instead (very tired and didnt want to drive 2 plus hours at night) They insisted the deal must be done today to be in for the end of the month. Fine, we had agreed to that, so we head up to Springfield. Fast forward to 7:30, literally 15 minutes away from the dealership after having driven 2 hours from work. The salesman calls and says that someone else wants to buy the vehicle and that they need a deposit from us to reserve the car. We told them we are driving and are 15 minutes away from the dealership. They insist that we pull over, take out a credit card and give them a deposit or the vehicle is being sold to someone else! I wonder why they would even be showing the car if they had already committed to selling it. At this point we realize it is not at all worth it to do business with people like this. After having a purchase agreement these models of customer service DEMAND a deposit from a customer who is literally 15 minutes away from signing on a car, after having driven close to two hours! Keep in mind they never demanded a deposit prior to this, in all the correspondence I had with them. At this point we figure it is not at all worth it to do business with people like this. We turned around and drive home, another 2 plus hour ride. The mastermind of this treatment is Chris Piteo, General Sales Manager of Bertera Subaru.Not interested in Selling cars
by ah79 on 06/05/2010We went to Bertera ready to make a decision on what car to purchase that day. To say that a salesperson greeted us as we pulled into their lot would be too nice. The salesperson seemed totally uninterested in even showing us a car. He… pointed down a row of cars and said, "The Outbacks are over there" and then walked away. We had to go back into the showroom and track him down to try and ask questions about the features of the Outback and the Forester. He simply mumbled replies that we could not understand and acted annoyed at being bothered. We left Bertera in shock at the rudeness we were treated with. We went to [other dealerships] and test drove cars there. We were treated very pleasantly at both these dealerships which made our experience at Bertera's even more shocking. We went with a new CRV from [another dealership] after deciding their car had the features we wanted and the service we wanted. We purchased our other car at [another dealership] and would also recommend them.They moved mountains
by amavolfan on 04/12/2010I recently was in a serious car accident where my 2008 Tribeca was totaled, so I found myself once again on the internet trying to locate a vehicle for replacement. I went into this very skeptical as my last experience with another dealer… was very dissatisfying to say the least. I spent allot of time and talked with many Subaru dealers around the country before settling with Bertera in West Springfield MA. The salesman Rich Santoni made it painless to find, negotiate and equip my new 2010 Tribeca. I will admit there were a few snags in getting the paper work to Florida timely but with all honesty from the moment the issue arose the entire dealership from our salesman Rich Santoni to the sales manager Chris, to the finance dept headed by Mary, they each bent over backwards, and moved mountains to not only speed things up, but make sure I was happy. I have received follow up calls to double ck if everything was satisfactory. It takes an honest business to find an issue and make it right with a smile on their face. That gives me confidence in their dealership and sales team. Thanks Bertera from Florida. I would highly recommend using this dealer for internet sells.Lousy service/support after sale
by thudon on 02/12/2010I purchased a used Outback 4 months ago from Rich Santoni at Bertera Subaru. The sale went fine (other then a lot of pressure to get an additional warranty that involved a lot of patronizing, condescending, and eye rolling), I was happy… with the price, they threw in an extra warranty, and they delivered it a long distance. However, shortly thereafter I noticed the clip to hold the floor mat in place was broken and e-mailed Rich to get a new one sent to me as well as some sort of documentation about the warranty. Four months and about 6 e-mail exchanges later, despite promises of delivery, I had nothing. I contacted his manager and was told 2 weeks ago that it would be taken care of. Yesterday when I asked again about it (up to e-mail number 8 now) I received the following, rather rude, reply from the general manager: "When you sent me the e-mail I addressed the issue with rich he has your part at his desk take the initiative and call him on the phone and arrange where you want it sent or when you would like to pick it up the is the number is:[violative content deleted] " I don't understand how sending multiple e-mails including my phone number and address is not taking initiative, but it's clear Bertera does not like repeat business or word of mouth business. On top of all this, Rich has never been able to figure out my name in all our phone/e-mail/face-to-face exchanges. This dealership doesn't seem to care at all about customer satisfaction, only sales. I recommend you move on to better dealerships.Unprofessional Salesperson
by dplantier on 12/31/2009We recently purchased a 2010 Subaru Outback Wagon from this dealership. Love the car but unfortunately cannot honestly say I would recommend the salesperson I had to deal with. The sales man has a vicous, nasty temper.....Swears at the… customers, calls customers names and at a few times, had to tell him to back off since he was very aggressively coming at myself and my family members. The finiance person who finalized the paperwork was excellent to deal with. My hat off to him. I cannot recommend Chad as a salesperson here at Bertera based on his behavior. When a salesperson contacts customers at home and a person is in a different area of the house and can hear him screaming at the family member over the phone or when you are upstairs at the dealership and you can hear him swearing at customers on the phone, NOT GOOD!Bertera has a bad service department.
by erobertg on 07/25/2009Here is only one example of many. I have a 2005 Subaru Forester with 26,000 miles whose windshield wipers stopped working one day in June. Upon stopping the car, I could still hear the wiper motor working all the speeds. After lifting the… hood I noticed a nut had fallen off motor linkage I saw through the perforated cowling at the firewall. I related all I knew to Subaru service dept. and about an hour later they gave me an estimate for a new motor of only $421.00. Didn't they hear a word I said? They told me that the wiper motor had been going for a long time. Owing to the fact that the car was 4 years old, what precisely is a long time? I finally went to another reputable dealer. who sold Honda's by the way and they replaced the nut in about an hour for a lot less money. This is only one of many tales of the Bertera service department that go beyond merely unethical business practice and enter the realm of pure evil itself.Very proffesional and worth doing business with.
by JOHNMTOZ on 11/08/2013updated 08/03/2025Traveled all over the northeast for the Subaru Outback and was glad my experience ended here. Keith G. was one of the best salesperson I have dealt with and he went above and beyond to answer all my questions that I had with the vehicle.… Rich S. finalized the deal with very little haggling. They delivered and registered the vehicle for me in NYS. Even after the sale Keith and Shawn S. called me to make sure we were happy with the purchase. If anyone I know needs a vehicle I will personally take them to Bertera and have them deal with Keith and I am almost two hours away from them. The reason I would do that is because I got there late on a Saturday afternoon and they stayed after hours to get me the deal I was looking for. But that wasn't the only thing: as we were leaving around a half hour after closing Keith stopped to help someone who was shopping in their lot when he could have just left, and that is how they go above and beyond.Great dealer, Tim A. excellent sales person !
by blazie on 07/08/2013updated 08/03/2025I inquired with this dealer about a used vehicle. Upon making an appointment I drove to Bertra about a 45 minute drive to be greeted by Tim A. salesperson who believes in customer satisfaction ! After driving up there twice and trying out… numerous vehicles, I on July 1,2013 bought a showroom 2013 Subaru Legacy and drove it home. Highly recommended salesperson and dealer ! Thank you.Recommended
by lisa_h on 02/26/2014updated 08/03/2025I had looked at a similar car at another area dealership and felt "pushed" by them to make a decision, which always makes me run the other way! So when I talked to Bertera, I knew a lot about the car I wanted and the price that I could live… with. They were helpful and available without being pushy, and straightforward about the pricing. I ended up with a very good deal, and a better loan than I thought was possible. In addition to Dan going out of his way to get me the car I wanted and get it ready for me, the financial guy, Tom, was also exceptional in his dealings with my husband and me. I have never felt "great" about a car buying experience before, and have never rated a dealer, but this was an exception. When someone suggested that I put a review up, I was happy to do it. I would definitely recommend this dealership and will even use it for service in the future.Josh M. @ Bertera Subaru
by dwgs on 10/07/2012updated 08/03/2025Josh M. was very professional from my first encounter with Bertera. He quickly responded to my internet inquiry, followed up with help and to answer questions, helped me find the exact car that I wanted (ordered it) at a very reasonable… price, and walked me through the purchase transactions with others on the Bertera staff. The entire experience was straightforward with absolutely no pressure, hype or other unnecessary BS. By all means, work with Josh for a no-nonsense transaction. DennisVery proffesional and worth doing business with.
by JOHNMTOZ on 11/09/2013updated 08/03/2025Traveled all over the northeast for the Subaru Outback and was glad my experience ended here. Keith G. was one of the best salesperson I have dealt with and he went above and beyond to answer all my questions that I had with the vehicle.… Rich S. finalized the deal with very little haggling. They delivered and registered the vehicle for me in NYS. Even after the sale Keith and Shawn S. called me to make sure we were happy with the purchase. If anyone I know needs a vehicle I will personally take them to Bertera and have them deal with Keith and I am almost two hours away from them. The reason I would do that is because I got there late on a Saturday afternoon and they stayed after hours to get me the deal I was looking for. But that wasn't the only thing: as we were leaving around a half hour after closing Keith stopped to help someone who was shopping in their lot when he could have just left, and that is how they go above and beyond.Bill J. of Bertera Subaru, W. Springfield, MA
by emshep on 11/29/2012updated 08/03/2025My daughter and her husband had such a good experience with Bill when they bought their new Imprezza that they recommended him to me after an accident totalling my Forester. He spent quite a bit of time with me, going over my needs, my… wants and what I could afford. At no time did I feel that I was being pressured or sold. I'm convinced that the reason I came out of my accident without injury was because I was in a Subaru. There was no question that I was going to buy another - an older Forester or Outback. I've had the 2005 Legacy Outback for several months now and I couldn't be more pleased.
Subaru Crosstrek
Subaru Forester
Subaru Outback
Subaru Impreza
About our dealership
Thank you! We take our reviews seriously and are delighted to hear about your visit. We appreciate your feedback! If you have any additional needs or questions, we will be more than happy to assist you! Safe travels!
by Sue Tilly on 07/09/2025