My son bought the car of his dreams - a 2014 Cross Trek - in NJ and found out that it had several Issues that weren't apparent initially and probably should have been addressed by the dealer. These included worn wheel bearings, oil consumption, and a fouled EGR valve. He was very wary of big dealerships based on previous experience with other dealers and comments on the internet and initially wanted to do the repairs himself or at a local repair shop.
He was persuaded to take his car in to Ciocca for a check up and has had a customer experience that completely changed his opinion of "dealership service departments". The service adviser, Maura Jenicki, was terrific from start to finish and walked us through the whole process answering many of our questions and sympathizing with our concern about the condition of the car we bought. The bearings and EGR valve were replaced and Ciocca charged us a fraction of the cost for the service even though these repairs were not under warranty. An oil consumption test is being performed to determine the cause of the oil consumption. We expect that this issue will be covered by warranty. Also, the loaner car provided helped minimize the inconvenience of not having a car to go to work.
All in all, Maura and Ciocca Subaru have restored our confidence in the Subaru brand and helped counter the mixed reputation that large dealerships have with the public at large. This is the type of service that creates brand loyalty, especially with younger customers.