Gerald Subaru of Naperville

I scheduled an appointment with Nick Gruic to trade in my lease and hopefully lease another car. Nick was too busy to honor the appointment so I was pushed off to someone new with no leasing experience who lease and hopefully lease another car. Nick was too busy to honor the appointment so I was pushed off to someone new with no leasing experience who needed help from management for every process. The worst encounter was with one of the managers, Jon (Jt). He was rude from the start, interrupting me or my dad every time we spoke, then, offered the most outrageous monthly lease payment for a $24,500 Impreza…$400 A MONTH…and that’s after an $8000 down payment. This math is wrong despite the market at the moment. To end the experience, JT gave me an ultimatum: either pay $400 a month or buy my current car. I work in customer service, and this was no way to treat a returning customer. I leased my car here at Gerald in 2019, and the experience was fine. I will never work with the Gerald sales team again. This is sad for me, I grew up in Naperville and I remember when the Gerald Subaru dealership was on east Ogden Ave. I want to spend my money in the community, but my experience was so bad, insulting, and degrading I am forced to shop elsewhere. More

General Manager - Nino McMorris, From an EOF veteran and loyal customer, congratulations, you have single handedly lost 50 years of my future business from your inability to defuse a frustrated & loyal cust loyal customer, congratulations, you have single handedly lost 50 years of my future business from your inability to defuse a frustrated & loyal customer. It will come as no surprise when you respond to this review with the same arrogance you displayed in the Gerald Subaru office less than 24 hours ago. Designated as “leader” of an exclusively customer centric business, never have I met a more incompetent, disrespectful, patronizing, out of touch, arrogant, and self-absorbed manager. It’s apparent that my age was enough justification in your brain to treat me as though my problems were not worth your time. 5600 dollars. 5600 dollars is what I was forced to pay for damage that was mutually agreed was not my fault. 5600 dollars of revenue in your pocket and you couldn’t even communicate your appreciation for my business. In fact, you patronized me by calling me “bud”, and “buddy” even after I told you my name, and expressed my dissatisfaction with your pet names. Don’t worry, I don’t take it personally. I don’t take it personally because it’s a clear indicator of your character and unfitting role as a leader. The shoes are too big Nino, they don’t fit. Find a job where you can treat people terribly and get away with it because a customer should never be treated the way you treated me. As the other dissatisfied customer behind me said, “you’d think you’re paying me”. Surprise though, it doesn’t stop there. I paid the 5600 dollars and drove off the lot unsatisfied with the vehicle you just “fixed”. 5 miles down the road the oil pressure light turned on. Mind you, this is what the car was IN THE SHOP FOR. Of course though Nino, after returning 20 minutes later with the car that had just been in the shop for 2 months, and after you treating me like an undeserving customer, you still could not muster up the humility to apologize for an improper fix and wasting my time. Your pride was more important, which is actually kind of the story today. In a business that is supposed to put the customer first, the leader of the building finds it more important to walk out with his pride intact than take care of the customer. And trust me, it’s clearly reflected by the attitude of everyone else in the building. From one leader to another, the behavior you’ve displayed will continue to roll downhill and eventually it will get to the people that deal with customers everyday. Under your leadership, this building will lose its loyal customer base, if not already. Certainly though, it has lost mine. Rest assured, you are not done with me, as I am not with you. This wrong will be righted. To end on a good note, and completely unrelated to your inability as a leader, you have one good thing going for you and it’s Rudy Burkhalter. If you lose him you lose a majority of your customer base. You better hold him close and take care of him because if he ever left, so would every ounce of loyalty in your establishment. Respectfully, 27 year old idiot, and not-so-proud owner of a Subaru. More

Misinformation in their ads, fraudulent information from their staff, then a damaged car with Carfax of no reported accidents was the car we traveled their to see. Disappointed we looked at a different car, their staff, then a damaged car with Carfax of no reported accidents was the car we traveled their to see. Disappointed we looked at a different car, latter found to need a hybrid battery costing almost what I paid for the car. Also I was Denied GERALD LIFETIME WARRANTY More

Below is a text stream with Maria, one of the salespeople. She states there is NO cars in stock to text drive, but online inventory showed 38 Crosstreks and 18 Foresters. Apparently unless I pro salespeople. She states there is NO cars in stock to text drive, but online inventory showed 38 Crosstreks and 18 Foresters. Apparently unless I provide an email address they have no cars to test drive. Maria Scott, Good Morning, Can you please provide me with your best email address so I can send you out all my contact info and info on this vehicle. The 2021 ForesterPremium is in transit. We have a very limited Inventory right now. If you want to come in and test drive one I will check and see if we have one in the dealership today?We are open by appointment preferably. In addition, we do have a one of a kind test track here. Thanks, Marie Me Would like to test drive a Forester Premium and Crosstrek Sport. Just doing test drives today. I have the vehicle info for the SUVs. Can we stop by between Noon and 1PM? Please just text your contact info to me. Maria Scott, I will put you in for 1:00pm today. What is your best email address so I can send you an appointment confirmation? We are located at 2379 Aurora Avenue in Naperville Ill 60540. . I am not sure if we have a New Forester however I am showing a couple Cross treks. We may have one in Service or a pre owned you can drive . We will see you soon. Thanks, Marie Me We really want to test drive both and do not want to spend all afternoon at the dealership. So if you do not have stock I will make alternative plans. I did not provide my email in either online test car requests and prefer not to do so. Maria Scott, give me a minute and I will make sure we have one of each like I said we do have the 2021 Cross treks and we may have one 2021 Premium if it didn't sell. I will be back shortly. Thanks, Marie Scott, We currently do not have either one. The Chip shortage is making it impossible on our Inventory as of now. The whole Auto Industry included. We are one of the biggest ones in the midwest so if we are out everyone else around us will follow suit. Thanks, Marie Me It's hard to say that you're one of the biggest Subaru dealers when you don't even have a car for a client to test drive.I find it interesting that your online inventory shows a different story. No need to contact me back I've already made alternative plans. Maria Scott, I am not quite sure why you're getting so negative. I was just simply trying to explain the situation. We have cars coming in transit just not here unfortunately. Thanks and have a great day Marie More