Gerald Subaru of Naperville - Service Center

Best to Avoid Gerald Subaru's Service Department My appointment was on Saturday, November 16th at 8:40 a.m. Initially, Sara Juchcinski, the Service Advisor I met when I arrived, didn't even think I My appointment was on Saturday, November 16th at 8:40 a.m. Initially, Sara Juchcinski, the Service Advisor I met when I arrived, didn't even think I had an appointment. After ascertaining that I in fact had an appointment, Sara wanted to know what my trouble issue was. I told her it was a high-pitched squeal/whine that could usually be heard at idle. I offered to start the vehicle and demonstrate the sound for her. She stated she wasn't a technician, so wasn't qualified to listen to sounds. That sounded odd, since it would have been helpful for her to be able to hear the sound so she could point it out to the technician who would ultimately work on my vehicle. Twice during the check-in process of my vehicle, Sara told me that she would contact me before 10:30 that morning to let me know what the status of the vehicle was, what would be required, etc. 10:30 came and went with no call from Sara. Puzzled, I attempted to call Gerald - three times! - and each time was placed on hold, with the call ultimately being transferred to voicemail. Frustrated, I returned to the dealership about 12:00. Sara told me she'd been busy and was unable to call me.... She also told me the technician had determined that the origin of the whining sound was from a fuel pump. In the technician's presence, I started the car but was unable to hear the whine. At that time, I pointed out to the technician that it would have been far more productive to have either had access to a technician at the time I checked my vehicle in or, failing that, to at least have had Sara listen to the sound. The response I was given was that a technician was unavailable at that time. Unfortunately, this also resulted in the technician not being able to identify with certainty which sound I was referring to. Finally, the explanatory narrative on the service sheet contradicted itself by stating both that they were unable to replicate the sound I was hearing, and that they WERE able to replicate it, and the diagnosis was a noisy fuel pump (albeit not a defective fuel pump). Overall, a very frustrating experience. I cannot recommend Gerald Subaru of Naperville's service department. They are inept and uncommunicative. More

Warranty Lies! Gerald Subaru lies about the lifetime warranty that they pride themselves on. When I was told about the warranty I specifically asked if I could do my Gerald Subaru lies about the lifetime warranty that they pride themselves on. When I was told about the warranty I specifically asked if I could do my own oil changes and was informed that I could do them myself. The salesman said they would know if I didn’t do oil changes because it would be gummed up or there wouldn't be oil in the crankcase. I got my transmission fluid changed exactly when I was supposed to by GERALD and now there is an issue with the transmission and now they are saying that I was not supposed to do my own oil changes and that they were supposed to be done by an ASE certified mechanic. My engine is fine and my transmission is the issue. They are liars and cheats. I was told the warranty isn't like the other dealerships and they are able to do this because only 1 out of 10 people keep their cars long enough to potentially have a problem. I told my sister about Gerald after I bought my car and she went and bought a Legacy from them and now she is mad and will be reviewing the company as well because she was lied to. I also bought a Pathfinder from Gerald Nissan before knowing the truth about the warranty. Vinod the top salesman there also LIED JUST TO SELL ME THE VEHICLE with the SAME SALES PITCH AS GERALD SUBARU! At this location, Gerald Nissan, I completed my credit application by hand then they printed a new one because they claimed it needed to be done on the computer, when they just changed my amount of income to approve me for a better credit rate which is credit fraud. CORRUPT LIARS! More

Only bad experiences I bought my car here 2 years ago. Sales were decent, they did try their usual push of extras etc but I had no issues here. Someone bumped into me in a I bought my car here 2 years ago. Sales were decent, they did try their usual push of extras etc but I had no issues here. Someone bumped into me in a fender bender in my first year, I chose to go to the Subaru body shop to get it repaired although I could have brought it anywhere. After a month of driving the replaced bumper started popping out and wasn’t sitting correctly. I’ve been back 3 times since where the body shop have said they need to order brackets for the bumper etc etc... they would call when they got the parts. I have never received a call back. They took the business did a poor job and never fixed their mistake. I brought my vehicle in for a service on Friday - the service itself came to 480 usd, which I thought was very expensive. I needed to have 2 break pads and tires replaced also - the total cost came to a whopping 1300. I was informed of the ‘worst case’ cost of 1270 to which I said I thought was too much and I would like to shop around - the service assistant said he would work with me on the cost....guess he just didn’t bother. Anyway lesson learned won’t be buying anything else from Gerald be it in service or future vehicles. Terrible body shop and terrible service center More