Garavel Subaru - Service Center

Our lease of Subaru Crosstrek from Garavel coming to the end. I would like to express one more time the following: We consulted with a few different (by location) Subaru dealerships, explaining our situat end. I would like to express one more time the following: We consulted with a few different (by location) Subaru dealerships, explaining our situation. All of them were simply shocked on how we, as customers, were treated by unprofessional, disrespectful, unmannered and lazy team at Garavel. The reason for all these epithets is more than fair, because our complaints(concerns) almost right away from the time we started driving the leased car, finally were addressed at a different Subaru dealer, and the cause was clearly explained and pictured in the Report of a Full Multi-Point Vehicle Inspection, which the service team at Garavel never offered and never performed. Our concerns at Garavel dealership, were not taken Seriously: instead, the service team was humiliating and mocking us, saying this car is not for us; everything is fine with a car, and we are only customers who complain about a brand-new car. However, the findings in the Report provided by Dan Perkins, were so shocking and required additional consultation with a Legal professional, specializing on dealerships. The arrogant team (especially "managers"), whose unacceptable behavior the Gen. Manager protected, refused to resolve the serious issues. There was no help at all from from Mr.J. Caravel, who was just covering up the incident. The service at another Subaru location was just outstanding, as at many other places (Mini, Toyota, etc.) I had in the past. Understanding our situation, some services at a new place were performed at no charge, and some with a huge discount, also not requiring us (my son and I), to have a ride with the technician. He was professional enough to figure out himself what the problems are with a car we drive, compared to your technicians who required us to ride with them, which is absolutely not necessary for a real professional. The simple answer would be in a Multi-Point Inspection, which for some reason, intentional or not, the service team at Garavel did not want to perform. So, for more than 1 year, because of them, we were exposed to danger to our health and safety. No matter what they will do or say now, I keep all our complaints in my file with a time of appointments, which started in the beginning of last year, almost right after the lease. We also have some witnesses whom we shared our concerns with and who suggested a full check-up. The primary goal for the service should be: to satisfy Every customer at Every opportunity!  But the goal at Garavel, seems, is just collecting the 5*-star reviews (real or not) in order to receive a Winning Awards, which, in my opinion, that team does not deserve.  Also, we were unpleasantly surprised when the employees at the Finance Dept. at Garavel, could not find our leasing contract and answer the questions, showing their incompetence. The worst experience we ever had in our life at this dealership!!! More

Last year(2023), I and my son decided to try leasing the car first, before buying. The sale person Gary Baumann provided us with an excellent service, so we started driving the brand new car from April 26t car first, before buying. The sale person Gary Baumann provided us with an excellent service, so we started driving the brand new car from April 26th. However, in about 1 month, we were so surprised to hear the strange noise like whistle and some smells coming out when heating or air conditioner were on. I called the service and was transferred to Ken, with whom I made a check-up appointment. Nothing was found at that time. But, unfortunately, the issue was becoming worse, and I called the service again. They wanted me to drive with someone, which did not make a sense at all: I am not a specialist and explained that the noise comes and goes, and it is difficult to say when it will be be heard again...They also checked for the smell and said that all is okay. I left again, but had to bring the car to service a third time, and brought my son as a witness. Ken and other person from the office, who introduced himself as a manager(I did not see him, however, among any managers on pictures), started blaming me and pointing out that this car is not for me, I have to give it back and that , nobody, except me ,complained about anything.They spoke in a humiliating, offensive manner to us, instead of offering any resolution, because the issue is still there. Today, on 05/30/24, I came for a complimentary car wash offered to me in the card I received by mail due to my B"day.. I made an appointment in advance for 9:30 am and was there on time. I also have mentioned, that when I will bring my car for tire rotation (at 6,000 miles), I still want them to check again for the cause of noise which never disappeared and smell is still present. He started screaming at me that nobody will do anything for me, and this topic is closed. Also, as he said, he does not want to talk to me, or serve me anymore, and gave me the voucher for a free service at the car wash down the road, instead of service at a dealership.Another person, Jerry, who called himself manager as well, started talking to me the same offensive way. I asked for the owner's Mr. Paul Caravel's contact information, but he refused to provide. I left and visited the car wash from the voucher they gave me, however, did not risk to leave my car there and brought both voucher BD invitation back to Jerry and suggested they can wash their car there for free themselves, instead of me. I am retired senior, during my life I owned and drove a different cars , including more expensive , such as Mini, Toyota, etc. I never complained about any issues with the cars and was so happy with a fully respectful and caring services at a dealerships. The service I received at the Subaru in Norwalk, is outrageous, comparable to the Dan Perkins in Milford, with whom I was already in contact. Hopefully, the owner will see my message and will take some measures to resolve the issues to a full customer's satisfaction, as it supposed to be. More