I have gone to Downtown Subaru to buy my new car (in 2011) and to get my car serviced a couple of times.
The buying process was simple and easy - and the sales staff was nice. But I wasn't impressed that they wouldn't pick me up the day I got my car. I had to take a cab instead and quite frankly - that sucked. That's never happened to me before when buying a new car and I was not impressed.
The sales guy I bought from told me Downtown Subaru had a policy where you only need to call your sales guy after purchase with any questions and/or concerns and he'll handle it. (One stop shop.). That seemed like a good thing at the time, but in reality they didn't have a service level agreement on that policy. It would take over 3 days for the sales guy to get back to me sometimes - and that included a follow up with him.
Eventually I gave up on their one stop shop policy and just started contacting whomever I needed directly. This worked a lot better! The service department was quick to respond to my requests and did a great job with my car.
And the business manager is awesome - helping me with a number of things on a couple of occasions with ease!