Peoria Subaru

Our overall experience was not the greatest The sale of our new Outback was a process of 3 visits to the dealership. On day 1 we went to the lot just to look at a Forester and an Outback. Bob The sale of our new Outback was a process of 3 visits to the dealership. On day 1 we went to the lot just to look at a Forester and an Outback. Bob Shotwell did a great job of explaining all the features and differences between the 2 vehicles. We went home to think it over before we made any decisions. A couple of days later we went back to seriously look at a new Outback. Bob was not there that evening but Luigi Bianco was there to help us. My wife test drove the car (the car is for her) and Luigi did a great job of showing us all the safety features of the vehicle. Then came time to talk numbers... We were trading in our 2010 Lexus and the offer they made us that evening was not even close to Kelly Blue Book trade in value. Our trade was in excellent condition and low mileage with brand new tires. I was so frustrated and insulted that I got up and walked out of the dealership. After a day or so of cooling off I got an email from Xio asking if I had any questions. I wrote back to her explaining what happened and how I felt about the low offer on my trade in. A little later that day I got an email from Bob Shotwell offering a fair trade value on our trade in and a fair price on the Outback we were looking at buying. I wrote back to him and said we would be back in to complete the deal. On our 3rd visit to the dealership to complete the sale we were met by Luigi Bianco at 2pm (on time) and he had everything pretty much ready to go. The paperwork didn't take very long, but then we had about a one and a half hour wait before we got into finance. Way too long. Troy Miller our finance guy knew that we had been waiting a long time, so he did his best to hurry through the process. It was a little confusing during our session with Troy cause he was throwing terms out that I had never heard of and I had to have him back up and explain what he was talking about (items like wraparound coverage, secured and unsecured loan) This isn't my first time buying a new car and I felt some of the tactics would be intimidating to someone who has never bought a car before. Troy did a good job of trying to explain everything I had questions about. After all the paperwork was completed we were walking out to our brand new Outback. Then we were hit with the news that "Oh, buy the way we can't find the other key fob to your new vehicle". WHAT! "Oh don't worry it will show up". So after one week and several text messages to Luigi we still only have one key. As of yesterday 5/31/2019 I am being told that they have to order a key. Not sure when or if that will happen but I have Anthony Bejar's word and his business card with the words "We owe second key" and his initials. But that doesn't unlock or start our new Outback. So I am left being frustrated over the whole process. My wife and I talked it over this morning before I started this survey and we both think the issue of only having one key is the biggest factor in our lower rating we are giving on this survey. I know this survey is a little lengthy but I wanted to be open and honest about how we felt during the entire buying process. I feel that the deal wouldn't have happened without the help of Xio and Bob Shotwell. I give a big thanks to both of them. Everyone I was in contact with throughout the process was very professional and friendly. The missing key fob leaves us with the impression that the dealership is not very organized. More

We had a great experience We appreciated that no one was pushy or hard sell. We got a vehicle that had what we wanted after some talking and looking at several of the models. We appreciated that no one was pushy or hard sell. We got a vehicle that had what we wanted after some talking and looking at several of the models. We expect to enjoy and have our vehicle for a long time! More

Fast turnaround My new Outback went to service to install a rear bumper protector that we purchased when we bought our vehicle. Our car was in and out of the service My new Outback went to service to install a rear bumper protector that we purchased when we bought our vehicle. Our car was in and out of the service department in less than an hour or so. More

Efficient, informative, and on-time Peoria Subaru service My appointment was for the 6,000 mile service (Oil, Oil Filter change and Tire Rotation). Two Recalls were also completed. My experience: Efficient, i My appointment was for the 6,000 mile service (Oil, Oil Filter change and Tire Rotation). Two Recalls were also completed. My experience: Efficient, informative, on-time for scheduled service appointment. I would recommend this dealer service department. More

Easy, great waiting room Getting the appointment to deal with the recall of my Forrester was easy and quick, I really like being able to do that online. The waiting room is gr Getting the appointment to deal with the recall of my Forrester was easy and quick, I really like being able to do that online. The waiting room is great, there are pastries (if you’re there early enough) fruit and coffee and water. The service itself took longer than I was told it would but I understand that emergencies do arise and employees take extra time off. More

Not the best customer experience. My wife took her vehicle to get service done. She was not acknowledged for 20 mins. Dan walked past her a few times before she had to get his attentio My wife took her vehicle to get service done. She was not acknowledged for 20 mins. Dan walked past her a few times before she had to get his attention off himself. She asked Dan to check the air pressure while the car was back there. He told her she must tell her advisor (Cory). Like how difficult is it to write it down? Her appointment was at 8:15am and the shuttle did not get her home until 10:20 am. There was 0 customer service. They have the “you need us” mentality and not the other way around. Cory did his job and had some personality, so I hate to hit him with this. This is my overall experience of Peoria Subaru. More

Recall Had confirmed appt for recall. When I arrived they did not have me on the books. A bit puzzling but Cory got me in anyway and fixed an additional re Had confirmed appt for recall. When I arrived they did not have me on the books. A bit puzzling but Cory got me in anyway and fixed an additional recall I wasn’t aware of. Great service. More

Recall part replacement went smoothly. Upon receipt of the notice of a recall part needing to be replaced on my Subaru Forester, scheduling the appointment was a breeze, I arrived about 10 Upon receipt of the notice of a recall part needing to be replaced on my Subaru Forester, scheduling the appointment was a breeze, I arrived about 10 minutes early, Brandon wrote up the paperwork, and I proceeded to the waiting area where I enjoyed a cup of coffee, a doughnut, and watched TV. Upon completion of the replacement part I was given a copy of the paperwork involved and I was on my way. More

Not a happy customer I took my car in for a 30,000 mile service, oil and filter, also needed wiper blades. Service check in guy said I needed all the fluids flushed becau I took my car in for a 30,000 mile service, oil and filter, also needed wiper blades. Service check in guy said I needed all the fluids flushed because we lived in a desert. I agreed to this to the tune of $900. I also asked about getting the plastic trim around the bottom of the seat adjusted because it had popped out and was separated from the seat. I told him that I assumed the seat trim fix would be covered under warranty. He looked at it for no more that 5 seconds and said it would probably not be under warranty because someone had caught their foot on it when exiting the vehicle and bent the metal frame of the seat. He said he needed the car all day to get it done and I agreed to leave it overnight and pick it up the next day at 1PM. Next day I went back to get the car. The only service that had been done was the oil change, tire rotation and wiper blades. No other fluids serviced, seat not fixed. But hey! you did give me a $10 discount on an over priced oil change and and expensive set of wiper blades for my trouble! When I got home I looked at the seat trim and gave it a firm whack. What do you know the metal wasn't bent at all, the trim was just popped off on one corner! It's perfect now, just like the passenger side trim. I prefer to have my vehicles serviced by a Subaru Service Center, But I will not be back to you. I will drive additional miles to a different dealer. More