Subaru of Naples - Service Center

Worst Dealership in Naples It surely isn’t my pleasure to write such an upsetting and unfortunate email but I must let you know what has transpired because I’m sure you DON’T wa It surely isn’t my pleasure to write such an upsetting and unfortunate email but I must let you know what has transpired because I’m sure you DON’T want your service department treating devoted customers the way they have treated me. So, a little background on me: My husband and I have purchased three vehicles from DeVoe since 2012 and all three vehicles were bought through Vince who is an exceptional man all together. We have had an inconsistent service staff since 2012. There has been great days and not so great days. But, as of late was the icing on the cake. Aside, from the fact that my truck has had the message, “Service Trailer Brake” go off inconsistently over the past 2.5 years. I’ve taken pics and showed them and the service department cannot figure out why that happens but Steve assured me that by no means am I in harms way because of that message. It’s still quite annoying that it goes off whether rain or shine and we cannot figure out what triggers it. David Straus is my service manager and he and I, had what I thought was a pretty decent professional relationship. There was at one time a situation that my husband didn’t agree with it but we moved forward and carried on. On Monday August 19th my truck had a scheduled oil change and I was called by David advising me that my cabin filter was dirty and would I like it replaced? I responded, “Yes”, and was called when my truck was ready for pickup. When I picked it up and started the ignition I noticed that my LED screen didn’t light up or go on. I shut the vehicle off and it turned back on to see if that fixed it but it did not. This has happened 1-2 times over the past 2 years but on the 2nd start up the screen lit up. So, on August 19th, my screen wouldn’t go on. I went back inside to advise David and he came out, looked over everything and felt that it had to be a coincidence that the screen wasn’t working as it was upon the vehicle being dropped off. I asked him how the mechanic wouldn’t notice this upon looking over my vehicle but he stated that they never touch the screens and wouldn’t notice. I don’t know how anyone at GMC wouldn’t notice it as it lights up bright and bold each time the vehicle is started. I told him that this couldn’t be a coincidence that my screen burned out when getting an oil change and that something had to have been touched or moved. He insisted it wasn’t and asked me to reschedule my truck. I had already allocated my Monday for service and needed to work so why was I the one who had to reschedule? I asked him why they couldn’t look at it right then and there and his reply was, “Too many appointments and not enough time.” Quite honestly, that’s very unprofessional. The car wasn’t delivered back to me In the manner it was received. I had no LED screen and no backup camera, etc.… Why did I have to reschedule? Not fair to say the least! So, I had to allocate my schedule yet again in order to arrange for service to check out my LED screen. The appointment was made for Wednesday August 21, 2019. With that said, my husband felt that a wire must’ve been touched when the cabin filter was changed but David was insistent on the fact that no wires would have come into contact and that it had nothing to do with the mechanic or service. He was very condescending to say the least. I requested he note it in the computer that this situation has arisen and that I picked the truck up without an operational LED screen. On Wednesday August 21st early am, my husband did a review that was emailed to him and he rated DeVoe very poorly. Upon me entering service at 10:30am, I wasn’t greeted with the normal welcoming I would usually get, such as, “Good Morning Freddye!, How are you doing?” I was lucky to have even made eye contact with David. He was very short and cold with me. I also had to wait for him to do whatever he was doing. He made mention to me that he didn’t know why he received that review and that he thought everything was fine with us. So, my truck gets dropped off at 10:30am for a scheduled service appointment to see why the LED screen that was working on Monday when I dropped it off was no longer working when I picked it up. At 1:45pm, I called David to find out what the situation was with my truck but service stated he was busy and they would leave him a message to call me. At 2:30pm, I still had not heard back from David so I went to the dealership in person. As I walk into the dealership, David was with a customer AND THE KIND, PROFESSIONAL Greg Prudente greets me and offers help. I must say, Greg Prudente is a wonderful professional. He is always smiling, and willing to help. An absolutely kind gentleman! I advise Greg that I’m there to find out about my truck. David finishes up with his client and advises me that my truck hasn’t been looked at yet! You’re kidding me, right! I asked, Why not? He proceeds to tell me that they were exceptionally busy that day! So, I ask why no one had the common courtesy to call me and advise that they were running behind? Of course, I hear that David should’ve but didn’t. David had no answer for me. David went to get Steve Sedio who was rude, condescending, and actually made me feel belittled. Steve comes out and states that they were busy and that they haven’t had time to look at the vehicle. I stated that I felt like I was being punished because of the poor review they got that morning and they were making me wait longer than I should’ve. He denied my statement and said they wouldn’t do that but oddly enough, I’ve never had a situation like this arise in the 7 years that I’ve been using that service department. Steve also went on to say, “Did I have somewhere to be because the dealership was open until 6pm and that they never promised me a time to have my truck ready!” He also made it like my truck has had this problem before and it wasn’t a big deal. They never ever had my truck in the dealership for this problem because its only happened 1-2 times before and I never ever even told them about it until that day. No apologies or anything to accommodate the fact that here it is 2:45pm and my truck stull hasn’t been looked at. So, at 4:00pm, my truck is finally ready after I had to sit and wait for it and low and behold, the mechanic must’ve hit a wire when he was in my glove box changing the cabin filter and loosed the connection to my screen! That’s funny because David told me that there was no wires that the mechanic would touch that would affect my LED screen. I’m really very disappointed in every aspect of the service department aside from Greg and Dominick. They are the exceptional employees. It’s been a rough road and surely not a pleasant experience with DeVoe. It saddens me that it come to this but it does. I just think its important for you to know who represents you and your company. I’m a sales professional and I would never ever treat anyone the way I was treated by these two gentleman. If you have cameras, I would appreciate you looking over the footage so you can see firsthand how these two employees handled a customer. You will surely see exactly what was said and how their body language, tone, and attitude says it all. Our family will never purchase another vehicle from DeVoe and quite possibly GM. All over a loose cable. Very Sad as it is apparent management at DeVoe really does not care about their customers. Joe More

LARRY IS ALWAYS PROFESSIONAL Larry, the service manager, is a pleasure to work with! No hassles and always on the ball, a multi-tasker master! He is always courteous, profession Larry, the service manager, is a pleasure to work with! No hassles and always on the ball, a multi-tasker master! He is always courteous, professional and explains what has to be done then keeps you advised on status. Johnny Barreiro ALLHOME INSPECTION LLC More

service Great service, pleasure to work with and very friendly. Kept me informed every step of the way. Very detailed in all there explanations of what neede Great service, pleasure to work with and very friendly. Kept me informed every step of the way. Very detailed in all there explanations of what needed serviced. More

Great service department! They have a shuttle service, Dominic the driver shuttled me to work and picked me up during my lunch hour. He drove in a professional manner. My Terrain was vacuumed and washed. Dominic the driver shuttled me to work and picked me up during my lunch hour. He drove in a professional manner. My Terrain was vacuumed and washed. Thank you all! More

Always a great experience at DeVoe!! My scheduled oil change and a few other minor issue issues were handled in a very timely and professional manner. I will most definitely be back for m My scheduled oil change and a few other minor issue issues were handled in a very timely and professional manner. I will most definitely be back for my next service appointment. More

Another perfect experience I had my 15,000 mile service due on my SUV and again the team at Devoe of Naples did an outstanding job. From the time to arrival, to waiting in thei I had my 15,000 mile service due on my SUV and again the team at Devoe of Naples did an outstanding job. From the time to arrival, to waiting in their very comfortable waiting room till completion was very simple and smooth. The entire team there goes above and beyond always. More

Excellent service My service adviser was knowledgeable and understanding to my concern. By fault of my own, I showed up for my appointment 2 days early and still they g My service adviser was knowledgeable and understanding to my concern. By fault of my own, I showed up for my appointment 2 days early and still they gave me the rental without a hassle. My only concern was a few days in, they called me to explain they had sold the rental car I was driving and I needed to come back in to exchange it. All in all though, service with DeVoe exceeded my expectations and have earned my future business. More

Great customer service Devoe was on time with the appointment, Our vehicle was completed in a timely manor. The Devoe team did a great job again great job !!!! Devoe was on time with the appointment, Our vehicle was completed in a timely manor. The Devoe team did a great job again great job !!!! More

Reset dashboard digital read out Each time we bring the Subaru in for service, service has been excellent and Larry the service manager has been extremely helpful. Kudos to him! My on Each time we bring the Subaru in for service, service has been excellent and Larry the service manager has been extremely helpful. Kudos to him! My only complaint, which probably may seem minor, is the settings on the dashboard have been altered and not recalibrated. I suggest that this recalibration is done before it is returned to the customer. More

Service Department I wanted to thank and complement Dave in the service department. He was very professional and knowledgeable on the issue with my car. Please keep u I wanted to thank and complement Dave in the service department. He was very professional and knowledgeable on the issue with my car. Please keep up the good work as it is all about the customer experience. Whoever is responsible for the training of your team has done a great job. Dave Marsico. More