The night my tire got a flat on Route 78 W was a nightmare! Roadside assistance provided by the Subaru Gold Plus Service Agreement didn't solve my problem and it was my husband who was finally able to get me back on the road with my spare past after a 4 hours. They didn't even follow-up properly after I filed a formal compliant with Subaru Customer Service. Needless to say I was not happy when I called the Subaru dealership to make the service appointment for my new tire (after all, they're the ones who sold me the added security.) However from the moment I called the Subaru Service desk, Service Advisor, Carlos Capdevila became my advocate in holding the company accountable for my bad experience and turning it around. He escalated the approval required from the Roadside Assistance Program to his District Manager when he was having trouble getting through to them. He made recommendations for next steps and assumed risk on his side by taking the initiative to order my tire before the approval came through. He communicated appropriately the whole time and set proper expectations with me. He negotiated the cost of my deductible down to a 20% payment based on my horrendous roadside experience. And when the tire was ready he called me in and I was out the door again in 20 minutes with a car that was as good as new! Carlos turned my Subaru experience around for the better! And I am very thankful to him for his professionalism, diligence, and most importantly, getting results!