Was in the market to purchase a used Subaru Crosstek as my second vehicle and spoke over the Phone with Roshan who was very helpful and courteous as he walked me through the process of applying for financing and addressed my concerns about the vehicle. I was prompted to put down a deposit so that the car was not sold to anyone before I came in to test drive it on the weekend and so I did.
It was made clear to me by Roshan, that the deposit is fully refundable and by no means does it imply that I'm buyinbg the car prior to test driving it.
The day before my test drive I was contacted by the dealership to verify my appointment, to which I respectfully declined and stated that after re-evaluating my financials, I've decided to hold-off with the purchase and wait until I can put down more money on a newer Crosstek that comes with the more powerful 2.5 engine.
Shortly after, I receive a phone call from Ian - a sales manager, who proceeded to reprimand my cancellation of the test drive, which I quote "was washed for me and would've been sold thrice in the time it was waiting for me" (one whole day!), his tone and demeanor was very hostile and judgemental and he kept telling me how my conduct was a "bad business practice", without trying to change my mind and not making any points other than criticizing me "going back on my commitment" which was never given and how people don't conduct themselves like this in this business and (understand that I never even set foot in the dealership, nor did I see the car, all I did was placing a refundable deposit just the day before) He also proceeded to throw his colleague under the bus and said how maybe Roshan could've miscommunicated with me as he's relatively new.
This was the final straw for me and why I'm writing this review, Roshan was actually very courteous, helpfull and proffesional - all the qualities Ian clearly lacked. The reason why I chose to go with 2 stars instead of one is Roshan.
The irony was, that if that call went differently, I would have probablly came in to test drive the car and maybe even stretch my budget and if not, like I said in my cancellation text: that I'd return in a few months to buy the newer Crosstrek from this dealership because I liked Roshan's service, even though I'm from Richmond.
Something that I will now refrain from doing because of Ian's hostile and humiliating phone call.