Waited for some time! in a decent lounge with free wifi. Got a very helpful multi point inspection with my oil change, which what took so long. Worth the visit. 👍

Ive been working with Bertera Subaru for about a month now with a sales rep named Frank, and he has been absolutely AMAZING and a complete asset to the process of getting into a new lease! I dont typically trust anyone in sales, but Frank has proved himself to be authentic and a team player in order for me to find the best most affordable deal possible for my situation. I highly recommend anyone to work with him, as I probably would not have moved forward with the sale if working with another representative. Frank was pleasant, jovial, attentive and ultimately RELIABLE in helping me navigate the process from start to finish. Thank you Frank & Bertera Subaru!

Unfortunately if I could give zero stars I would … my experience started out great but after I signed that paper for my new car and put down $9,000 it got worse, I paid $600 extra to have a remote starter installed my car was supposed to be ready Wednesday I changed my trade in into giving them $1,200 more than they offered and they said my car would be ready on Friday, I showed up Friday they tried to quickly brush me away with just one of my 3 keys that I was shown I told them I had two more that came with the car they looked at me as if I had lost my mind after 20 min of searching the again quickly brushed me away I asked where the remote starter was one man pointed at my car key saying that was it goodbye I said no none of these turn on my car after 15 minutes of looking and getting two more salesmen involved they told me there was no remote starter and they would be in contact with my original sales person. I had to contact him myself and finally be told they did not have one in stock it would be ordered, after it was ordered I had to take more time to sit at the service department to get it installed when I called the service department a rude women tried to tell me I could not make an appointment without a paper I called back and finally dealt with Brenda who gave me the best experience within the shortest amount of time if I could give her 5 stars I would . I am so upset with my sales experience I had such high hopes .

Everything was great up until I bought my car. Very friendly salesman in the beginning only ( Darrick Miller-Hall ) but extremely ignorant of customers needs after purchase. He was supposed to help me get leather upholstery through Long Radio so I would get the dealer price. He wanted nothing to do with it after I purchased my car. I had questions for him and he gave me his cell number but would not pick up everytime I called him nor did he return my calls when I left messages on his company cell phone. He would not return my calls when I left multiple messages on his dealership voice mail. He never called me on the day I was supposed to pick up my new car to tell me my car was ready. After the purchase, he just stopped responding to my questions. I left a message for his manager to call me back, his manager never called me back. My car is great but the customer service was extremely bad after I made the purchase. Out of kindness of my heart and with the pandemic going, I gave them 5 star review so they can get extra money from the company. I dont think they earned the money for the 5 star review I gave them. I will definitely report them to Better Business Bureau about their customer service. To them a customer is no longer customer after the purchase. I would not recommend a friend or family member to this dealership. Go to Hartford or any other Subaru Dealer.

We bought a brand new Outback from Nick Difronzo a few years ago. It was a great experience to work with him. We happily used our Outback. We needed to upgrade to a minivan (unfortunately, Subaru doesnt have minivans), and he guided us with the new process. We saved money both times, thanks to Nick. Hope to work with him in the future again.

Brought my 2013 Outback in for transmission issues, and mentioned that the sunroof was also leaking. The service center charges the $150 intake fee per issue. So they charge me to look at the transmission, which is fair. And then they charged me another $150 to tell me that the sunroof is leaking. When I dropped off the car they said that they probably wouldn’t be able to fix the leak in the sunroof because it’s an auto body issue and not mechanic, and they don’t do auto body. How is it fair to be charged an extra $150 to be told information I already knew? Service desk was also very unclear about what I was paying for in their original quote.7/23 Update. Sent a complaint to the given emails. Still no response. Seems like a cut and paste response to all negative reviews to give the illusion of fixing the problem.

I recently purchased a Subaru WRX from this Bertera Subaru location. The salesman was Keith Goldsmith and the finance manager was Ashley Lewkowicz. The experience with them from start to finish was absolutely amazing. I cant say enough good things about them and their professionalism. Hopefully everything will continue to be smooth moving forward with any service that is completed on the vehicle. Thanks again Keith and Ashley!! Five stars for sure!! - Brian

They did a great job and didnt take long. 👍

Subaru has the most reliable and excellent services for automobiles!

Terrible experience. Sean Sullivan was rude and ruined the entire car buying process. I will not ever buy another car here.

We were told the only way to be able to test drive a new Crosstrek was to put a deposit down on one that was in transit. If we decided not to buy the car the deposit would be refunded. A week later we found one at another dealer and after a test drive decided it wasnt the right car for us. We called Bertera and left a message for the salesman that we wanted a refund of our deposit. No response. After 3 weeks we used their online messaging to ask again. Received an acknowledgment of the email but no other response and still no refund. Beware this scam. They are obviously not reputable.

Bought my first-ever, brand new car, which is also my first Subaru. My entire experience with Bertera Subaru was wonderful.The salesman I worked with was Frank Cuzzone. He was extraordinary! Extremely helpful and knowledgeable, every step of the way and It was very easy to work with him. Highly recommend him if you are going to be visiting Bertera.Would also like to thank Mr. Arcadia and Tom in Finance for their help.I am so happy with my 2020 Subaru Forester!

Long wait for service. No one answers the phone in service to make an appointment. Service tech didnt do the work I asked, said it was done but starter still didnt work. Went 3 years with an expensive starter that I couldnt use! Awful! Go to Steve Lewis Subaru or go to Connecticut.

The whole experience was amazing I worked with Johnathan and he was great, never was overly pushy and helped me understand what each car had and what would work best for me. Also the financing was extremely easy and not much hassle which was great. I would highly recommend to anyone looking for a car.

Will be contacting the BBB. Have you ever seen Fargo? Clear coat ? Come here to experience in person … they list non mass standard cars on auto trader that are not compliant and make the customer foot the bill… Had a scheduled appointment today. Had to take time off of work to get to this. Had a confirmed appointment for the price shown in this picture. My husband and I arrive with a great trade in. Cash in hand to buy the car out right. First off the gentleman was extremely unprofessional, made the joke of “well you can’t drive manual cars drunk”… which we never have then after talking to another guy up in an office he then comes down and tells us the car . On this day.. on this time is NOW in the service department and because of Allllll the work they had to do they were increasing the price today because of the “heafty bill” first of all it is STILL listed online for the price we wanted we were going on for that price to talk to a woman and we had a guy talk to us. Online was 12,919.00 and you want to raise it 1500 bucks after finding out we want to buy it outright because you decided today you were going to “bring it to mass standards” this is what we were told do not deal with this dealership they do bait and switches and try to weasel out more money. Go to Mazda or Toyota down the road. They at least won’t railroad you with a smile and will honor the original price. Bait and switch! We are now being texted saying that “our trade in needed work” no one looked at our trade in we were in there such a small amount of time how did he look at our trade in when he was to busy being on his phone and talking to the guy in the office ????? Without our authorization

Trying to buy a car without my dads help was extremely stressful, but my salesman Keith Goldsmith made it super easy, and fun! If I didnt understand something, he would go back in depth and explain it more so I did. He made me feel like he actually cared about my car buying experience, and was extremely helpful with everything! I highly highly recommend him to ANYONE! Also, the finance woman Ashley is AMAZING!! I live about an hour away, and even though she was completely booked she managed to squeeze me in to fill out the paperwork. YOU GUYS ARE AWESOME!! And I am absolutely IN LOVE with my Crosstrek!

I wanted to give a shout out to Victor Lopez ~ I was traveling out of state and all the lights on my car came on. I found Bertera and Victor understood that i really needed help and squeezed me in. He was very accommodating, patient and kind. They were able to fix my car that day and get me on my way! I am truly grateful!!!

Only gave them one star because zero is not an option but here we go again with the West Springfield location!!! Seems that they need a lesson in customer service, hey maybe your Hartford Store can show you how it’s done! Called for service on a 2020 Cross Trek with 14,000 miles for a seal on the front windshield coming off. Got the run around about my warranty, maybe it was wear and tear they said?Really?! Honestly I’m just done with the West Springfield staff, bought my car in Hartford cause of their rudeness but thought maybe their service dept was better, but of course not. As soon as you mention the Hartford store everything changes. Done with it, filing a report with Subaru itself.

What weve got here is failure to communicate.This is the 2nd time Ive brought my 2006 Legacy in for service, first time was for a recalled passenger side air bag, and now theyre 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 didnt have the gaskets and my car wouldnt be ready? Nope. Three 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 Im 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 leadership and teammates and subsequently have to pick up the slack.

The sales took me a refundable deposit but still didn’t refund back to me after half a month.I live in Boston. It took me nearly two hours to drive there when I had a appointment for testing driving the car I was looking for. When I got there on a Saturday, they told me their manager drove the car away for a “demo” and won’t get the car back until the following Monday. I had to go back again to see the car I wanted. The sales Darrick asked me to put in a refundable $250 deposit to reserve my priority of buying that car. I did so. And I spent another two hours to go back without anything else done. Then the following week, I found another car in Boston area and decided not to drive that far again so I called for asking that deposit refund to me. Darrick asked my credit card information and said he would process once he’s in the office. BUT, it has been more than two weeks, I never hear back nor receiving the refund. I texted Darrick and he didn’t reply.Be careful when you decide to come to this place for a car.Update: Just received the deposit refund, after 20days. It was transacted the day I post this review and I received it today.

DO NOT BUY A VEHICLE FROM DARRICK HALL. Started paperwork on a car we test drove. Decided to buy it and after he had us make the first months payment on it told us another dealership took ownership of the car. Told us he would have the same exact car brought in in a week. Told us it was already on the way. Well, a week goes by and we heard nothing. Texted and emailed him and got no response. Emailed the next day and he got back to me saying they couldn’t locate a car for us. Needless to say I asked him what happened to the car that was already on the way? Of course he never answered me because it was all a lie to begin with. Told him I was coming back for my money got there gave us the money back never apologized never nothing from him. He’ll tell you whatever lie he sees fit just to make a sale even if he knows he’ll never get a car. Wasted a week of our time. Buyer beware stay away from Subaru in West Springfield.

My husband and I recently bought our first Subaru at Bertera and couldnt be happier. Our sales consultant, Keith Goldsmith, was very knowledgeable and was able to help us find the perfect car. I highly recommend shopping at Bertera Subaru.

Friendly greeting, no waiting approval for service .service done under an hour.out the door in minutes with paperwork .GREAT VISIT 👍

Bought a car last Saturday from here. Bottom line is Sheyanne needs to be promoted to whatever she wants to do there. She was fantastic from start to finish with the whole process. She juggled multiple customers and never made us feel like we were pressured into anything. As I was coming from Boston, she handled all of the paperwork and even drove the car out to me! Above and beyond anything Ive experienced in my many years of car buying or buying anything in general. Ashley in finance was also super helpful and explained everything. All of the employees were super friendly, but most importantly they know the product they were selling and will jump through hoops to make it happen.All that being said, the ONLY reason that Berterra gets 4 stars is for the manager, John. This guy is an absolute clown of the highest proportion. Ive dealt with brick walls that have more people skills/ any type of personality than him. It was almost like we were a burden to him and that he had to talk to us. He was the most unhelpful person at the dealership and tried to run away and hide in his office when negotiating the deal. If I didnt love the love car and Sheyanne wasnt the best salesperson Ive ever dealt with, then I would have walked based solely on the way John conducted himself in a professional setting. The fact that he somehow fell backwards into a sales manager role where he has to manage/ work with people everyday is appalling and I truly feel sorry for those that work under him.Your staff is some of the best Ive dealt with, your cars are fair for the price, but your management (John) is by far the the most glaring need of an upgrade.

Wonderful service experience! Always great to work with Alba Rodriguez! Very customer oriented! Yay Alba!

Cannot express enough gratitude to their service department. As i was about to head back home to northern Maine, my 2014 crosstrek’s transmission decided it had other plans. They got me in right away Monday morning, and found the problem fast. It was not a cheap fix, but they called Subaru of America and got it covered at 100%. I’ve been a Toyota fan all my life, but I took a chance with this car in March. This experience alone with this service department and Subaru, may make a lifer out of me. Thank you times a million.

Vary happy with my experience. The salesman Frank, was kind, courteous, and understood my needs. We found the perfect car. I couldnt ask for anything more. Frank is the best!

We were pleased with the excellent quality and service at Bertera Subaru in West Springfield. Joe Bucko was the sales associate who helped us with the lease of our Subaru Outback. Joe was extremely helpful, answered all questions, and was a pleasure to deal with. Bertera gave a fair allowance for our trade-in and was competitive in their pricing for the Outback. Ashley Lewkowicz was our finance person and explained everything as we went through that process. This was by far our least stressful car buying experience. Thank you Bertera Subaru, particularly Joe and Ashley

Never again. Ive had a bad experience everytime at this place. If you think paying extra, like 150 per issue, just to diagnose, is going to get you better service, think again. Go on your local towns Facebook page and ask for recommendations. If they were even mildly concerned with negative experiences, they would call you, rather than leaving a form note telling you to call them.

Bertera Subaru of West Springfield was the best option I could’ve ever made when purchasing a new car. I had been browsing an app to get an idea about a car in mind and about an hour after inquiring about one of their vehicles I was receiving a call from Ashley to help me make an appointment to view it. I then worked with Frank in sales and he made the experience wonderful; even with hiccups along the way he continued to assure me that we were going to make the purchase happen one step at a time. Tom was also an awesome and professional addition to the team that helped me when closing my paperwork. The atmosphere is very welcoming and everyone is ready to help with whatever you need. I appreciate all of the help and kindness from the team, thank you guys so much!

Professional staff is very skillful at recognizing our needs as customers. We struck a deal quickly. We LOVE our new Crosstek Limited!

I had to go in multiple times to complete the paperwork for the purchase of my new car, including signing all of the paperwork twice, getting the correct spare key to my car, etc. Each time I had to make the extra trip, which is almost an hour round trip, I would have to be there for at least 30 minutes to an hour. They never told me in advance that I would have to be there that long which constantly made me late for work as I stoped by on my lunch break. As an apology for the inconvenience I was told I would be receive all season mats. It has been over 2 months and even after following up with the sales person, I have not been contacted or yet to receive them. I was also told I would be reimbursed for my state inspection since they dont offer it and after over 6 weeks I have yet to receive that either. While the sales person was nice, this was the most disorganized and inconveniencing experience Ive ever had purchasing a vehicle. This is my second brand new car that I have purchased from them. After this, I dont think I would buy from them again.

I really want to thank Bertera Subaru of West Springfield and specifically Brittany in the service department. They did an excellent job when I needed service on my car this week.I had previously had a negative experience at another dealer when I reported that my brand new car kept dying. The other dealer really made no effort to help me or make sure my problem was solved, only replacing the battery after I insisted. Their lack of help led me to get stranded in the freezing cold once again this week with yet another dead battery.However everything changed once I went to Bertera of West Springfield! I came in 30 minutes before close after getting a jump and Brittany was so kind, immediately offered me a loaner, and told me they’d do a full parasitic draw test. Brittany kept in touch with me throughout the week and was very helpful. Bertera of West Springfield identified a parasitic draw from my starlink system and quickly replaced it. Just a wonderful experience - great customer service and thorough efforts to fix the problem. Thank you! I will most definitely be back!

A couple of days ago I walked in to Bertera Subaru and in only one hour I was walking out as a brand new car owner. My seller, Frank, did an amazing job as well as the Finance team, they treated me professionally and with worked miracles to get me approved. Im in love with this car, its an Impreza Hatchback, it feels excellent on the road. Again thank you to Bertera Subaru and to Frank for helping me out.

Very helpful got us exactly what we wanted. We would go back again as it was a good experience.

Brittany, in service was polite, professional and extremely knowledgeable. An absolute pleasure to do business with. A definite asset to your business. Thank you ☺️

Took my crosstrek in for an oil change they stripped the drain plug then told me I have to pay to have a new oil pan put in because they cant get the plug out. The guy doing it told me he couldnt get it out with an impact wrench. Idk who would use an impact on a drain plug but whatever.. Will never go here again

Had a great experience purchasing a new 2021 Impreza at Bertera Subaru West Springfield ! Gilbert the salesman was amazing and took care of everything!!! Top notch all the way I would definitely recommend the dealership!

Bought my first car ever here, a beautiful light blue Crosstrek, with the help of Frank Cuzzone who was absolutely amazing. We drove in from Connecticut and this experience was worth it! He walked us through all the steps and helped get the car certified. Frank was absolutely wonderful, and I highly recommend working with him!

Dealing with a car dealership can be overwhelming and/or make you feel pressured, however, working Keith Goldsmith at Bertera Subaru was AWESOME. We could not have been happier with his service. Keith is a genuine, kind, and a clear communicator and was/is very helpful through the buying process and beyond. Thank you, Keith! Ive dealt with other salesmen and dealerships in the past, and you blow them away!Also, I appreciate the service department at Bertera for making sure my trade in went smoothly and stress-free! The service dept helped remove some personal electronic wiring after trade in, which was going above and beyond expectations. Looking forward to working with the Bertera Subaru family in the future.

Im from Connecticut and spent nearly 3 weeks searching every Subaru dealer in the state for a Subaru, to the point where I knew the inventory of 6 dealers. I test drove 3 Foresters and dealt with several salespeople in the process. Needless to say I was not happy, especially when I was being pushed into buying a car that I was not interested in.I decided to venture out of Connecticut and into Mass, and found Bertera of West Springfield. The very first interaction I had was with Frank Cruzzone, a salesman who immediately came across as genuine over the phone. I decided to take the almost 1 hour drive to their dealer to test drive a Forester. To my relief, I was not given other options, such as color, year, or model. I was there to test drive one car, and that was it. I was given the freedom to view it at my leisure, look at every aspect of the car, and test drive it at my pace. Due to the pandemic, Frank could not drive with me. But when I came back, he answered all my questions as honestly and genuine as one should. At no point at all was there a push for anything, or a sense of urgency to sell the car on the dealers part.At that point I truly felt I was working with a honest and genuine person whose main goal wasnt a sale or money. This was validated when I received the breakdown of the price and I did not notice something called VIN Etching. I told him that weeks earlier a dealer in CT gave me a breakdown and it had this charge of $199 for VIN Etching. He laughed, and that was enough for me to understand. (Side note of the CT dealer who attempted to charge me $199 for this - I said I wanted that removed and their push to sell me a car was gone!)We finalized the contract with the car without any issues or concerns. Everything was well written and the breakdown of the cost clearly visible with no gimmicks. Because I live in CT, Frank offered to drive the car to my house so that I did not have to make another trip to West Springfield. That was extremely considerate of him and Bertera, something I truly appreciated!I have always purchased used cars, and each time I would leave the dealer not feeling too good about. Whether it was a pushy salesmen, a hidden fee I didnt understand, or how the salesman would leave me alone to go and speak with their manager, Id feel uneasy. Frank and Bertera of West Springfield was the complete opposite! I left there feeling very confident with my car, something that has never happened before! So much so, that I needed to leave this long, positive feedback in case there were others that had not-so-great experiences with purchasing a used car and need to know of my experience.Thank you Frank, and Bertera of West Springfield!!

UPDATE: July 2021 DO NOT RECOMMEND.The tires for life deal is a scam, I had my car serviced in May and not once did they mention that my tires were close to the wear bar. It failed inspection in July because the tires are at the wear bar. They also didnt give me the lug nut key for my car when I purchased it, so when I went to have my tires replaced, they couldnt get the lug nuts off. Nobody at Bertera could explain why I wasnt given the key when I purchased the car and one woman actually went so far as to suggest that maybe they were in the cup holder have you looked there? as though Ive been driving my car for over a year and not once looked in a cup holder...TL;DR? Bertera is your best friend when they can make money off you, but as soon as theyre obligated to do something that doesnt cost the customer, youre dead to them.My previous car died right after the pandemic began and I was NOT looking forward to buying a new one. After putting it off for three months, it became clear that I needed a car with air conditioning. Initially I went to a subaru dealership closer to where I live (in Amherst) but they didnt really have anything that caught my eye. I also felt like because I wasnt there to purchase a new vehicle, I wasnt a huge priority to the salespeople. I left that day feeling somewhat discouraged.I decided to check out Bertera in West Springfield with my dad the following day. I had seen a few pre-owned vehicles that fit my needs and Id had a relatively okay experience years ago buying a car there.The minute we walked in, someone greeted us and summoned a salesman, Johnathan. He took one look at the list of cars we were interested in seeing and grabbed the keys and off we went! Overall we looked at nine different vehicles. Not once did I feel pressured to make a decision or to look at something I wasnt interested in. When I found the car that I would end up purchasing, taking it for a test drive was an easy process.Once Id decided it was the car for me, the rest was simple. Left a small, refundable deposit, as they were going to re-do the air conditioning before I took possession. This was on a Thursday. By Monday, my car was ready to go! Two days later I was able to get the registration and the inspection (I LOVE that I didnt have to navigate the registry myself, they took care of it all) and Johnathan even threw in a set of floor mats.I was DREADING the car-buying process and was delightfully surprised by how painless Bertera made everything!

Car shopping can be stressful, especially in these times. My husband and I went to Bertera Subaru to just look at the inventory. We were pretty much allowed to check out the cars with absolutely no pressure. When we found a Forester that we were interested in we looked for a salesman to help us and we found Frank Cuzzone. I cant say enough good things about Frank. He is personable, happy, respectful and calm. There was no pressure, no playing games and we actually enjoyed our time there. We settled on the Forester. We didnt have our trade in with us because we were just checking out the inventory, it wasnt a problem. Went back the next day and we now have a new Forester and I cant recommend Frank at Bertera Subaru enough. Actually everyone we delt with at Bertera was great. I am one of those people that would rather walk over hot coals than shop for a car. We will definately be a return customer. Great people, great merchandise and great prices. Thank you Frank for making what was usually a miserable exchange in the past a calm happy experience

I just purchase a 2020 Outback from Bertera ;West Springfield.. ✨The sales man Frank Cuzzone was so wonderful.,Very helpful and sweet.I felt so comfortable with the friendly Staff..I would so recommend this dealershipthey areso accommodating with all your concerns.But Frank was awesome : I got so lucky 🍀The car is sooooo Gorgeous.. This is my first Subaru and I’m excited to go on all my adventures with my family.

Awsome staff. Worked with us to get a great deal on a new Forester.

It was my first time buying a car completely on my own. I chose Subaru because I was looking for a reliable vehicle that held its value. Keith Goldsmith was beyond helpful in making this car buying experience as painless as possible. He is super knowledgeable and made me feel comfortable about my decision to buy. I would 100% come back and but another car or recommend Bertera to anyone interested in a Subaru.

Teena & Brittany are always so wonderful to me in service. I don’t go anywhere else!!! I highly recommend this extraordinary team!

I travelled from Connecticut to purchase a 2015 Subaru Impreza Sport from this dealership in late March, and I love the car. It looks nice, and its perfect for my job, and had a couple of cool aftermarket upgrades that sealed the deal. I put a significant amount of money down so my payments were small, and I was happy.Fast forward to May 5th - Im driving down the highway when the car begins to make a awful, loud knock from the engine, and I know somethings wrong. I was able to get the car pulled over safely, and towed to my personal mechanic, and the next day theyre telling me I need a new engine.I was shocked. I had just purchased this car slightly more than 30 days ago, and now the engine needs to be replaced. Of course I contacted my salesperson, Nick, and explained what was going on. He told me I was outside of my 30 day warranty. Ok, ouch, not cool, but ok, if thats how you want to do it, I was willing to play ball with them - I had received a quote for a new engine with 24k miles plus intallation for $3200, and I asked what could be done for me in terms of doing better on that price since I just bought the car. I was given a quote on an 8k motor and install for $2900, plus tax. That is not what I meant when I asked what they could do for me.In the end, I really expected a car that I purchased for over $11,000 would last for longer than slightly over a month. What happened?

Great experience with Frank In sales and Ashley in finance.

Although we did not end up buying a car from the dealership due to logistics, the customer service at Bertera Subaru is impeccable. Holly was the sales rep that helped us. We were looking to buy a car and drive it home same day, but because we were out of state we werent able to buy the car from Bertera. Holly was very helpful in her knowledge and research to put us in a car that was suitable for our needs. If they go above and beyond for someone not purchasing from them, I would feel very confident in returning to them for our next purchase.

Good people good service. Need a better parking lot.

Beware of this dealership. Very poor customer service and very poor quality of used vehicles. I attempted to make a mostly remote purchase because of the pandemic. I drove 4 hours in a one way rental car to pick up the car with all financing in hand after the sales team staff (Nick and Ashley) assured me that the internal and external condition of the car was “like new”. I explained over the phone that I was traveling from away and did not want any surprises when I got there, but boy was I met with one. Shortly after arriving at the dealership I asked to test drive it and discovered it to smell overwhelmingly of cigarettes (I was wearing an N95 mask and still needed to drive with all of the windows down) and there was other mysterious dirt buildup on the steering wheel. I brought this up to Nick and he said he had no idea what I was talking about and the car had been detailed twice. I asked to speak directly with the sales manager (Joe) and he also denied knowing of the smell, but was willing to go out to the car with me to see if he could smell it, and he did and agreed that it was present and bad. After that negotiations ensued which consisted of Joe insinuating that I had lied about having conversations with the sales team about the condition of the car. I’m fully confident that this could have been an oversight, I’m sure it is a busy time of year, but at no point did anyone acknowledge that and instead blamed me for assuming that internal condition of the car and odor of the internal condition of the car were the same question, as well as that “like new” was equivalent to “not smelling like cigarettes”. That day ended with me leaving the car there with them attempting to clean the smell out, having to rent another car to drive home in, and a full day of 6.5 hours of driving wasted. At no point was an apology offered to me for my wasted time or the lack of attention to detail by the team for the condition of the vehicle being not as described. Instead I was accused of lying by the sales manager and then offered $300 off a car priced at $22,800 that was dirty and smelled like cigarettes with no guarantee that it would come out (also I was going to be out $400 for by the time I rented another car and travelled back down there to get it). The whole experience was 100% bad business. I attempted to bring this complaint directly to the GM but had no response, so in order to prevent others from having the same experience I’m sharing mine here. I sincerely hope this does not happen to anyone else.

We bought 2 new Subarus from Bertera this year- the ascent and the forester- and we absolutely love them! We highly recommend Bertera Subaru and our salesman, Keith Goldsmith. He listened to our needs and wants in our SUVs and was able to guide us in selecting the right type of SUV for each of us. We are thrilled with our cars, very happy with Bertera as a dealership, and our salesman, Keith Goldsmith. We look forward to working with the service department and will definitely come here again for our next car!

Well even though i was able to get a car from this dealership only after I talked to a business manager it was a bad experience twice in a row if I may add. Last year they beat around the bush because my credit wasn’t all that good and this year when I tried again they put me with the same sales person(holly) who again ignored my calls. Then after a couple of day I decided to call and spoke with Ashley financial manager who then really quick got me a loan offer and with some down payment that I was able to get she paired me up with Keith who helped me out a lot and I was able to get the car I really wanted and they even gave me a good price for my trade in. Being that said it was only after I complained that I was helped. The management there is pretty helpful but I think the problem are the sales people not including Keith which ended up getting my sales for being so patient with me I will be going back to him for my next purchase.

This is a great dealership if you are looking for a car. I delt with Frank in sales and he was very informative and helped me get a great price on my impreza. If you want a new car go see Frank he will help you out.

Avoid this place at all costs. The people at this place are the least knowledgeable I have ever encountered. They don’t give you detailed estimates on the work they recommend. They just ramble on the phone without making any sense. The person who calls you back to explain the necessary repairs is not your service rep. They have someone else do this job. She calls you hon, instead of your own name. It is clear that she doesnt have the basic skills to operate a computer. I wouldnt trust her to tell me what is wrong with my car. If they don’t have the basic skills to operate a computer, I wouldn’t even trust them to fix my garbage can.Finally, I had to take my car elsewhere because I do not trust them to do the work. Seriously, stay away from this place.

My experience was very good theyre very polite and explain everything

Purchased a new vehicle from this place a few days ago. The service I have received from Keith Goldsmith was nothing short of excellence. From the beginning when we were discussing pricing, to finalizing the accessories, to finally completing the deal and the followup after, Keith made sure I received all the information I needed in a timely manner, and walked me through each step in the car buying process. We ran into a small hiccup when a manufacturer coupon wasnt applied appropriately, but he was on top of it and ensured that I received the coupon value. Also, his extensive knowledge of Subaru vehicles is very helpful to new owners. Excellent customer service overall from the sales team and especially Keith!

Great experience and service. Honest and straight forward. Made car buying as easy as possible. The staff was very professional and great to work with.

I have leased Subarus for close to 20 years and have never had a mechanical issue with the Imprezas...today there was a problem that the service department couldnt rule out driver error so we worked together with Subaru directly and they are taking care of the issue in good faith.This is how we should be treating each other in these crazy times...but I have found that this is how Subaru treats their customers all the time.Thank you for your help and understanding!

A few weeks ago I purchased a 2018 Crosstrek from Bertera Subaru. I worked with Keith Goldsmith and had a great experience!I can’t say enough good things about Keith. He is so friendly and was very willing to go out of his way to make this process as easy as possible for me. He was there to answer all of my questions no matter how small and made sure that I was taken care of.I am enjoying my Crosstrek and would recommend going to Bertera Suberu for your next vehicle. Make sure to ask for Keith Goldsmith if you want excellent service!

Frank cuzzone was fantastic..came thru with no games.great customer service.i love my new car thank you

Excellent service staff. Alba, Brenda, and Mike work very hard for customer satisfaction and do an excellent job. They provide stellar service and are great assets to the company.

Great service. Bought a car in less then 60 mins. Nick our salesman did a awesome job

Couldn’t be happier! The team is great the process was easy and fast ! John Bernard and Shayenne make a great team! Tom will work his magic to get you approved ! I will recommend to family and friends and definitely will be back for another car, thank you guys!

From this point on, I will always bring my Subarus (yes two of them) to Bertera to be serviced and maintained. Ive received stellar treatment by technician Dean and service representatives, Alba and Brenda!I recently bought my second Subaru, a 2008 Tribeca. My first Subaru purchased was a 2009 Legacy. Both of these vehicles were originally purchased through Steve Lewis Subaru when their facility was in Northampton, MA. Two weeks ago I brought my newly bought, used Tribeca to Steve Lewis to be serviced by service tech, Jesse. He was aggressive and unbelievably angered when I asked if there were any recalls on the Tribeca. Were not doing recalls today! There are no recalls to be done! When I apologized for asking I also told him he was being a bit aggressive. He argued that he was not as he was shaking and sweating profusely. This was 8:30am I thought to myself, not after a long day of dealing with ornery customers.... I asked him for my keys prior to any diagnostic going forward and I let him know Id be calling Bertera for service instead.While in the parking lot at Steve Lewis I phoned to schedule with Bertera, Jesse (the service tech) sped towards my vehicle in an outback. This man is a raving lunatic!That afternoon I brought my Tribeca to Bertera. I was shaken and defensive from my experience that morning but Alba, service agent at Bertera treated me with patience, kindness and dignity as I explained my need for work on the vehicle.The next day I was phoned by Dean, Service Technician at Bertera who patiently listened to what I knew of the vehicles prior diagnostic and need for repairs. Dean went the extra mile to ensure I was not paying for anything to be fixed that was already paid to be fixed by the prior owner. He was kind and patient. An absolute star employee.After work was finished on the Tribeca I didnt quite have enough money to pay and pick up right away. I spoke with service advisor, Brenda who treated me with compassion and dignity and allowed me to pay and pick up two days later.Bertera is a dealership Subaru Corporate should be proud of!Thank you Dean, Alba and Brenda!Holly Baird

Got my recalls done.

My son has a 2016 Subaru WRX, it is his pride and joy. We had it towed into Bertera with what we thought was a clutch problem. I assumed it would be covered under warranty and that they would be getting back to us in a day or two. Two days later the clutch problem turned into a very big repair problem. The car needed a new clutch, flywheel and transmission the estimated was $7,000. The service adviser, Dudley and the service manager, Steve went to bat for us with Subaru. To make a long story short Bertera and Subaru stood behind the car and covered the cost of the repairs. It did take about two weeks to go through all of the proper channels but at the end of the day both Bertera and Subaru did the right thing.I say job well done to the both of them! Sometimes things just go wrong and a good company stands up, takes ownership and fixes the problem. It is companies like this I want to do business with.

Prompt, friendly, and efficient service with a comfortable waiting area and the option to be driven somewhere and picked up later.

People very polite

Was my first car shopping experience with a dealership and it went wonderful, frank & ashley really helped me out & helped me trade in my old car and now have a safe car to drive for this winter ! im definitely gonna come back here to get my next car, thank you both so much !

Bought a used Toyota model that checked off all my requirements and the price was right. Between their website and other web searches, I was able to complete a lengthy research on many vehicles and I found the best option at this location. They offered a reasonable trade-in value on my old truck and after a test drive and thorough check the deal was done (with just two trips to the dealership). They handled the loan process quickly; had my own bank offer in hand. My sales rep (K.G.) was friendly, a good listener and not pushy. He was always quick to reply to text messages, willing to look things up for me, and willing to make the call if something was important. Even in the current situation with delays and limited access to things, the process on the dealership end was great; registration in CT was much slower (K.G. and dealership not at fault).

This was my second vehicle purchase Bertera Subaru. Though car shopping can be a dreaded endeavor, I had a great experience. My sales associate, Keith, was fantastic to work with! Even through the challenges of the pandemic, he was able to get me everything I wanted with my used 2017 Forester. Not only was he very knowledgeable, he was honest, hilarious and made the whole process very easy. The few small issues I pointed out were taken care of before I was handed the keys.After driving the vehicle a few days, I noticed a vibration when getting on the highway. Keith booked me a service appointment right away, and had the issue fixed free of charge (tire imbalanced). If youre in the market for a new or used Subaru, stop by Bertera.

I just bought a 2020 Subaru Forester, which is my second Subaru in four years from Bertera Subaru. This time I used the Costco Auto Program’s special pricing for members and found the car purchasing process rather stress-free as I did not have to bargain for the price. Despite the constraints due to COVID-19, Bertera Subaru provided a high level of customer service in a safe manner. The email inquiry responses and follow up phone calls were timely, setting up appointments for a test drive was easy, sales consultation, and closing processes were straight forward and efficient. Above all, Keith Goldsmith, the sales and leasing consultant, was a pleasure to work with. Keith is a gentleman and a good salesperson. He went above and beyond his responsibility to earn my business and respect.

Jon Bernard was a pleasure to work with. He was very knowledgeable, personable, and professional.

Do not go to this dealership. They lie on your service records. They claimed they rotated tires, changed filters, and recommended brake replacement. When they gave me all the paperwork claiming the work needed to be performed and smugly handed me a $2200 repair order (rear pads and rotors and an air filter) I informed them that i had bought the extended service package and all of it was covered. When they found that out, all of a sudden everything was better and no replacement was needed. Now, having their first work order in my hand and now their updated work order in hand I fought them on now replacing what they claimed needed to replaced the first time. After going round and round for days in person and via phone, I was told I wasn’t welcome back to their business. That’s fine. After a few calls to the BBB and SOA, not only will everything be replaced like they originally recommended, but now that I have it all documented paperwork from THEM they now opened themselves to a real nice lawsuit. Please everyone, check your service records, and always ASK QUESTIONS about the “services” they perform.......Hey Herrera, hope it was worth the $30 savings!!!!!!!!

I was amazed with my experience at Bertera Subaru, I normally would not go to a large dealership because of bad experiences in the past but this was a pleasant surprise. Keith Goldsmith, one of the sales consultants helped me right away and sold me a 2011 forester. He is a very nice and honest guy, if I ever go back I will be asking for him from now on. Completely changed my view on large dealerships.

Just purchased a vehicle from Bertera Subaru. From start to finish, the process has been excellent. Keith had been so thorough, helpful, friendly and informative. I didnt feel any pressure at any point at all when buying from Bertera Subaru. Tom in financing helped to make that part of the buying process as simple and easy as possible. I will definitely return to this dealership.

Keith is the best sales man I ever work with, very professional.

At first I thought this was going to be a fantastic experience. I was booked an appointment with Darrick and he recommended a new crosstrek versus the used one that I originally went to test drive. This is surprising since they make more commission off of used vehicles. So, I thought that was nice of him. He told me they could get one in that following Monday. He didnt contact me until that following Friday. Which I didnt mind, figured they needed more time to get the vehicle. He wanted to inform me they couldnt find the grey color I wanted. So, I asked for it in black. Keep in mind he filled out a form that specifically stated if it wasnt available in the grey color i wanted that they would look for my second choice, black. He replied with checking with manager. 11 days passed and he never contacted me. So, I contacted him and inquired on the vehicle. Shockingly, he replied the next day. Quickest response I got from him so far. He still didnt have a car and stated there was only a red one in the lot. Which I wouldve been interested but if I didnt contact him would he even had told me about the red one? At that point I was disappointed and felt like I was just put on the back burner. I left him a deposit for a vehicle and still no vehicle. I asked him for a refund. 12 days later no response on refunding me. I really shouldve read the reviews on Yelp. Now I see this is a norm for them.** Update, I did reach out to Mark Noel after their response to this review. Just as Darrick did, over promised and didnt deliver. Mark was apologetic about the situation and advised me hed refund me. This was on the 4th. A week later, I decided to check if he was even refunding me. He didnt even respond, instead he forwarded the email to another manager because he was going on vacation. Speechless. Luckily, John Acadia responded and refunded me within just a couple hours.

Stay away form this place ! I bought a Subaru wrx and this place hasn’t tried to fix my car. You clearly can hear it cluncking when the steering wheel is turned to the left and right ! But they can’t figure out what’s the problem. THEY SHOULD TAKE THIS VEHICLE and give me a loaner car so that they can work on my car since I’m under warranty! but now I have to go take legal actions !

Keith Goldsmith made our recent Forester purchase easy and enjoyable. Hes very knowledgeable and patiently answered our many questions. He also took the time to explain every feature of our new vehicle. Thank you, Keith! We recommend Keith and Bertera Subaru of West Springfield.

I was very happy with my experience at Bertera Subaru in West Springfield upgrading our Subaru Outback. I had 2 good experiences with with recall repairs and a painless experience upgrading to a newer model. The transaction was seamless from start to finish. Keith and Karen did a fantastic job!

Keith goldsmith in sales is great and Le luongxay in service is great too! Bertera Subaru help me a lot. If you looking for a new or used Subaru or need service on your Subaru go to Bertera !!!

Just bought a 2019 Crosstrek from Bertera Subaru and they made the process very quick and informative. They even delivered the car over 2 hours away to our home in NY! Like many other reviews have stated if you are looking to purchase a car from Bertera definitely ask for Keith Goldsmith: you wont be disappointed! He did an excellent job answering our questions and guiding us through the process.

Do not use the service department at all cost. Service costs are almost triple any other car repair shop.The free tires for life is a joke. Go over your mileage 1 time by even a little bit or past the due date, and your paying for those tires. We found our tires almost bald only 2 months after service, and they told us the tires were fine at that service. Then 2 tires has to be replaced because of defects. Multiple repairs on the same part in a year. Were going else where for service at better price and customer service. But thers all too busy to deal with the issues anyways.

BEST Subaru dealer around, sales is outstanding and service is just as much of a pleasure to work with! Darrick in sales hooked me up with an awesome WRX for a great price! Le in service is very helpful and cares about any concerns that you may be having with your vehicle! Any time I walk into Bertera Subaru whether it’s the sales or service department, everything happens in a quick timely manner and things get done right the first time! If I could give more than 5 stars I completely would!

Keith was awesome! He was extremely knowledgeable and listened to exactly what I was looking for in a car. This was my first time looking into a new car and he made the process extremely easy. Would definitely recommend him to everyone I know!

FABULOUS! We were on our way home from VT and experienced a problem. Pulled off and went to their service department mid day Saturday. Quick, efficient, friendly service! All fixed and on our way within an hour. And we are NOT regular customers there as we live an hour away.

Dont go there!We bought a used Subaru Outback with a bumper to bumper extended warranty from their lot. And, this is our 1st Subaru.6 months later, we had to send our car in because we could not remove the key from the ignition. When we arrived and check-in with their service advisor, he told us that we dont have any extended warranty and that we will need to pay for the repair and diagnostic. We had to explained to service advisor that we bought our extended warranty from the dealership. He finally checked it (which we did let them know when making the appointment) and found the record and told us that extended warranty may not cover the issue.They performed a multipoint inspection on the 6 months old car from their lot during my oil change. The service team found multiple issues such as the battery, brake fluids, etc. and recommended us to fix it. One would think that the dealer would perform necessary checks and repairs on a used car before selling it.After a long 6 hours wait and finally home, we found out that the remote start wasn’t working, which was working prior to the service. Unfortunately, we need to head back there again and deal with them again.Since it was quite a drive for us, we called the service center (talked to the same service advisor) to check if it’s possible to send the car to another Bertera location. He was supposed to get back to us but failed to do so after our 3 attempts (left voicemails as well) to reach him to get an update. He wasn’t helpful at all.This service center has caused us a lot of inconvenience and time wasted. Customer service (at least the person whom we spoke to) is terrible. Now, we need to spend even more time by bringing the car in again for an issue that was probably caused by them.

I just recently bought a crosstrek from bertera and the sales rep Frank made everything go smoothly. It was a great experience and I would definitely recommend going to bertera and seeking out Frank C for your car search.

Taking good measures to protect against Covid-19. Employees are nice. Building needs, work restrooms are rather outdated.

Outstanding customer experience starting from getting a quote, explaining the details of the car, test drive, locking down the price and finally getting the financials done. sales people are very courteous and professional and provide recommendation based on the need.

Spent 2500 dollars on extensive work on the vehicle, after being specifically assured by the sales rep who happily took my money over the phone; that my car would be left in the lot with the keys in it, I spent a half an hour stranded in the parking lot waiting for another ride as the vehicle remained locked with no key in sight. Incredibly dissatisfied with the level of service received.

Received a free Subaru backpack, its great!

Terrible experience. Unfortunately, theyre the official Subaru dealer for the Costco Auto program in western Mass. I say unfortunate because they refuse to tell you what the Costco price even is! This is supposed to be a simple, easy process, but theyve managed to screw it up and make it unusable. Been trying to get the pre-negotiated price for nearly 3 months now, and they still refuse to say what it is!

I own a 2017 impreza, that I purchased right at the end of 2017 and my battery has already crapped out. Be careful buying from this location. I feel like they kept or gave me an old battery before I bought it and no I didnt leave anything on in my car for this to happen. It seems shady to me.

Everyone at Bertera was very friendly and helpful. They had the best price we could find within 100 miles. We took our test drives with another nearby Subaru dealer but decided to work with Bertera instead. Bertera was a 100% positive experience. Would definitely go to again in future.

Exceptional! Keith Goldsmith, my salesman, couldn’t have been more patient, respectful or kind. He is extraordinarily knowledgeable and the obvious pride in his work is refreshing. He was accessible and available to my many inquiries and thoughts whenever they struck. Thank you, Keith! You made this experience so simple and I absolutely love my new Forester!

I had purchased a 2012 WRX from here pre owned. Not even two months and it developed a leak at the turbo, they said it would be an hour or two to replace the inlet gasket. Turned into a 5 day ordeal due to a technician snapping a bolt in the turbo. A car with 12,000 miles and a bolt was snapped my a tech who clearly cross threaded and over torqued it. The turbo should’ve been replaced and the refused. Instead they drilled it out causing shavings into the turbo and replaced it with a grade 5 bolt and nut completely back yard mechanized a 12,000 mile car.