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Planet Subaru


596 Washington St, Hanover, MA 02339 (map)
Today 9:00 AM - 7:00 PM
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Dealership Sales Review

1 out of 5 starssales Rating
avoid this car and dealership
Written by donotbuyfromplanetsubaru on 12/17/2020

I purchased a 'buy back' subaru forester. I was told the problem had been found and fixed. It turns out that the problem wasn't fixed. It is intermittent and unusual making it difficult to replicate, diagnose and fix. The car, vin #JF2SJGXC5GH427945, will suddenly lose power. Terrifying when it happens, especially if at night or when entering traffic at any speed. It turns out that this is the exact same issue the first owner had and was the reason it was returned as a lemon. The problem was never fixed, just intermittent and unpredictable enough that it took the first owner 17K miles to turn it in and me about 20K miles. From my perspective this is still the same lemon since the problem was never fixed. Planet subaru and subaru of america view this as another sales opportunity for them. They offered me 8K less than their lemon (5-6K less than KBB) buy back formula and tried to sell me a car a year older without turbo or eyesight and with an extra 5K miles for 1K over KBB! Despicable companies. I informed Jermaine Fischer, the regional SOA rep and Nate Roman, the planet sales manager of the life threatening failure this car has. Neither will agree to take this car off the road for good. Since the problem is so intermittent and difficult to replicate, they could change the oil, test drive the car for 500 miles without a problem, and claim to have 'fixed' it again. Two different dealerships and Subaru of America have tried numerous times over the life of this car and have been unsuccessful. After weeks of unsuccessful repair attempts, an unsuccessful attempt to get a promise that the car will come off the road, and an unsuccessful attempt at getting fair reimbursement (lemon equation or KBB value) I have come to realize that I am stuck taking whatever they give me for the car. I will never drive it again and I am just happy that no one in my family dies driving it. I can't sell it elsewhere because I would never pretend that there wasn't a fatal flaw in this car. In the end Nate Roman from sales offered me KBB value in exchange for me not speaking out about this car and his management of the situation. I said no. I won't sell my soul for a couple thousand bucks. I feel that it is my moral obligation to see that this car is never on the road again. Do not buy this car! I would also avoid Planet Subaru. It turns out the 'Undealership' really is just like all the rest.

  • Recommend this dealer? No
  • Purchased a vehicle from this dealer? Yes

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Dale on 12/22/2020
Dealer Response
This entire situation is very unfortunate. I hope you would at least agree that we put in plenty of effort in our attempt to replicate the problem that you've described. We never doubted you when you told us you had this issue and we were happy to provide you with substitute transportation for the very long duration of this attempted diagnosis. In that time our most experienced master technician may have driven this car more than any before it in an attempt to find anything wrong. Even though you owned the car for nearly three years, we still did what we could to come up with a solution that would make everyone happy. My understanding is that Subaru offered you a very generous amount of financial assistance if you had been interested in a new Subaru, which is the kind of help that many manufacturers wouldn't  provide, especially after such a long ownership period and no evidence of any defect. Since that wasn't what you wanted, we thought we had a good second option for you, which was greatly complicated by your insistence that the car be repurchased and then destroyed. We're very fortunate that difficult situations are so rare with our customers and it's nearly unheard of that they don't come to a mutually satisfactory conclusion. We wish you luck with your next car and hope that you look forward to having this behind you. Dale Lathrop, General Manager (781) 826-4444x137 or dale@planetsubaru.com
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