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2013, Outback, Limited 2.5
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38 Posts
Discussion Starter · #1 ·
After my previous experience with Carter Subaru in Shoreline, WA (see my Carter Subaru review - http://www.subaruoutback.org/forums/5-dealership-reviews/50118-carter-subaru-seattle-wa.html), I was not looking forward to trying to buy another new car. I started by checking reviews and asking for recommendations. A Tech at the local Smart Service business recommended Mike Kempter at Roy Robinson Subaru in Marysville. Even in my initial correspondence with Mike, I was impressed by his responsiveness and professionalism.
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We met with Mike and were impressed with his product knowledge and willingness to discuss the pros and cons of every option. He was even willing to point out why you might not want a certain option, such as using your phone instead of the navigation system. When have you ever experienced a salesperson that was more focused on you getting the most for your money and not trying to get most of your money?
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When it came to the actual purchase, I asked about their delivery and detailing process. He let me know that Roy Robinson uses mitts and hand washing. When you see the pictures of the damage from brushes posted in the other review, you will see what a huge difference this makes. When I told him about that experience, he expressed understanding of how difficult it must have been and offered to have me oversee the detailing process to remove any stress or fears of any damage happening in this buying experience.
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They did not have the car I wanted on the lot, so I ended up ordering it. It came early and Mike invited me down. When I got there, he had notes on the car about not removing the protective film or detailing the car without the customer present. This was a great example of living up to what they say they will do and going the extra mile to make the customer experience as positive as possible.
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After my previous experience, I decided to leave nothing to chance and to oversee the detailing process. I thought that it would be uncomfortable to be there while the guys detailed the car, but every single person was friendly and went out of their way to make me feel comfortable. As each person came by, Mike introduced them to me. I could not get over was how everyone I met seemed real and friendly. This was a huge contrast from my other recent experience. There were also no surprises or changes to the price and the final paperwork went smoothly.
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When Mike did the final walk through of the car with me - talk about impressive! I could not believe how much he knew about vehicle. He also had a great ability to provide an understanding of tons of features on the vehicle. He was really good about pointing out the things you would not even think about, such as how to hook the cargo floor lid, hide/store the cargo area cover and unlatch the center seat belt. He even turned down certain sounds in the navigation system that are way too loud by default.
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In my past car buying experiences, when I’ve driven off the lot, the salesperson is no longer very attentive unless you come in to buy another car. Not so with Mike. He did a great job following up. I also sent him questions after the purchase and he has gone out of his way to find answers or help me out. You will see from my other post that I am very honest about both positive and negative experiences.
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I posted pictures so you can compare with my other review and see the dramatic difference between the quality of the cars from the two dealerships. I hope both of my posts save you from going through what I experienced at Carter Subaru and take you straight to a positive experience with Mike Kempter at Roy Robinson Subaru. Be sure to let Mike know you saw this post about their quality and service so they know it is making a difference and it matters. I am going to ask for this number to share with Carter so they realize that quality, service and how you treat your customers does matter.
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Have a great buying experience and lots of fun with your new Subaru!<O:p</O:p
 

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'14 3.6R Outback
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2,348 Posts
I also bought my car at Roy and I would call my experience neutral there. The car briefing was the best part and in line with the above. Waiting 6 hours to get my keys was the worst part (all negotiations had been completed, just needed to sign and drive... but they were busy).

However, I would still recommend this dealer and would say they are in the top 3 in Western Wa. Sounds like Mike is the guy to go to. I had a different sales person.
 

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2014 Outback 2.5i Premium 6MT
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30 Posts
Thanks for sharing your experiences. Bought my last car about 18 months ago at Mike Scarff Subaru in Auburn and had a pleasant experience. Went back to trade this one on a new model and there's definitely a chance in attitude at the dealership. They would not honor the Subaru GTP value for my Outback... not even close and they would not budge... they were $2500 below. And they couldn't figure out why I got pissed and walked away. Their service department has convenient hours but it doesn't do much good if they don't fix what's broken. After multiple complaints about a problem with my car, they finally agreed something was wrong but could not or would not fix it. Just one thing after another with these people. You'd think they'd figure out that with the information available to the public these days, you can buy a car anywhere in town for the same low price. It's all about service and taking care of the customer.... going that extra mile. For a $30K investment, it's a big deal.
 
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