Ciocca Subaru of Flemington

My service experience was not good. When I looked up the number to call for service, I saw the dealership had a new name, Ciocca. After years of using Flemington Subaru as part of Flemi When I looked up the number to call for service, I saw the dealership had a new name, Ciocca. After years of using Flemington Subaru as part of Flemington Car and Truck Country, it would have been nice to receive notification that the ownership had changed. I tried calling several times, but couldn’t get through, and when I did finally get through, I got a recording and waited for a long time and then was disconnected. I tried using the online scheduler, but that wasn’t user friendly. I tried calling one more time and finally got through to a representative who scheduled me for my service. Yesterday, we came in for our service and when I walked in, I saw Gail at the desk. She was the only associate I recognized and was going to wait for her, But then Allison said she would help me. She did not exhibit friendly customer service like we are accustomed to. She pulled up the reservation and got the loaner car for us, since my wife and I were going to shop and get lunch while the work was being performed. We asked if the loaner car was the current year since we wanted to get a feel for the newer Subaru’s. She said yes. When we had scheduled the service, We had asked for an Outback if one was available, so we could test drive it while waiting for our car. We were given a Cross-Trek, so we assumed that an Outback wasn’t available. We asked how long the service would take and she replied an hour or two. We asked if we would receive a call once the mechanic looked at our door lock, since the lock wasn’t working with the remote, and were told yes. We left the dealership and went shopping and had lunch. We had not received a call yet, so after we had done our errands and had lunch, four hours later, we returned to the dealership to wait for the service to be finished. We figured, they should have been just about finished with the service and their analysis. We walked in only to find that they had not even started the service. We were shocked. Gail said that since we had a loaner car, they saved our service until late in the day and people waiting were taken care of first. We told her that Allison said it would take 1-2 hours and Allison was standing next to Gail, but Allison didn’t say a word. Gail said we could go home and come back the next day. Our schedules didn’t allow for that. We had never experienced this before at Flemington Subaru, especially when we were told it would take an hour or two. Gail had the service started immediately and we went back out to the loaner car and waited. At almost 5:00pm the car was finally ready, but if we hadn’t come back and asked, the service still wouldn’t have been completed. Gail apologized for the mix up, but it cost us the rest of our day. I asked if the cost of tire rotation was removed, since we purchased our tires from Flemington Subaru. She said yes, but when she double checked, she had not removed it. She went back into the system and removed it, but if I hadn’t asked, it would not have been removed. She thought she had removed it, but had not. The work itself on our car was done well, but the whole atmosphere at the dealership was different and the customer service was not what we have always expected and received from Flemington Subaru. We hope this changes for the better, because we may have to have our service done elsewhere in the future. More

Jeannette is fabulous and very professional. She helped with my first Subaru purchase and I felt comfortable and pleased with the transaction. She helped with my first Subaru purchase and I felt comfortable and pleased with the transaction. More

Jeannette was professional, warm and extremely knowledgeable about the products I was considering. She kept me informed about a car I was in line for but that wasn't immediately available. Once I knowledgeable about the products I was considering. She kept me informed about a car I was in line for but that wasn't immediately available. Once I was given the chance to own the car in question, I enjoyed going back in for subsequent visits to the dealership bc I knew she'd have my back for any and all needs. More

It was the first time that I bought a car and felt NO pressure. All of my questions were answered and Art Cole made it a pleasure! pressure. All of my questions were answered and Art Cole made it a pleasure! More