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Recent service experience - LBN
My 2013 needed air bag recall service. I decided to try West Houston Subaru following a recent bad service experience at another dealer (original purchase dealership). I set an appointment for vehicle drop off, paperwork was printed and ready when I arrived. Dropped off at 12:30 and vehicle was ready by 2:30, complete with wash and vacuum.
******DO NOT TRUST GILLMAN****** - THETRUTH
I purchased a two year old Subaru and had a few hiccups but didn't think anything of at the time. Now that I have bigger issues, all the pieces are forming a picture of this company and it's employees. First of all, my second set of keys didn't work and I was told they would be reprogram them. I called week after week just to be given excuses...eventually, the salesperson told me there never was a second set of keys with the remote starter. The salesperson told me the car was Certified Pre-Owned as it was labeled on the windshield--just found out Gillman cancelled the CPO warranty just after I purchased the car. Yet, when I went in with minor issues, I was always told we'll take care of it under your warranty! Before I finalized the sale, the salesperson stated he would have service fix the side view mirror control as it was broken. Excuses again....and it never was repaired. I have been taking my car for an ongoing issue that they haven't been able to resolve. I've taken it many times but they haven't been entering all my visits as I now have found out. Dealing with a few different service advisors, I've been told various things regarding how the issue was fixed. They never have a loaner to give out except one time when they kept my car for over three months!!! This was for another issue and every week...I was told they had to change a sensor or another part because the problem was still present. Due to the first persistent issue, I've had to involve Subaru of North America. Because of the pending case, I now am finding out about the lies I have been fed and how they didn't leave a paper trail with all my visits. One of the things I found is that they changed the timeframe of the loaner given to me from Sept 2017 - Jan 2018 to Dec 2018 - Jan 2018...they claim they only had my car for about three weeks. Subaru of N.A. contacted Gillman Subarau Southwest and was told they had my car about three weeks. I'm glad this conversation happened because it shows Gillman does lie about what actually happens. I say this because I have proof that has been verified when I received the loaner and when it was returned. After being given a run around, I finally received my service history or what they selectively entered. I called today for the fifth time and put on hold.....a guy comes on the phone and is complaining to me. It was another customer they connected to me and he thought I was an employee at Gillman!!! I told the other gentleman that I am a customer that was put on hold. I definitely don't recommend Gillman in any way. FYI...they have an extremely high turnover rate with service advisors and members of management on the sales floor as well as the service department. ******I will update once my case is resolved.******
Complete Sham from beginning to end. - EJackson95
This is an excerpt from emails I've sent directly to multiple there with no response: The car was overpriced and ill maintained. I was told my car had the mats, and then after my purchase was told it didn't matter that one is missing because I bought it as is. I was assured it had never been in an accident, but when I took off the temporary license plate it was clear someone had bumped into the front end breaking part of the car and the license plate frame, and in the daylight it is apparent the bumper has been replaced. I have had over $6,000 worth of work done on this car that I purchased from you outside of routine services IN ONE YEAR. The extended warranty was sold to me as "almost bumper to bumper" and it doesn't even cover the entire engine. I have a terrible interest rate because when I came in, for the second time, to purchase my car your team kept me sitting in sales for over 2 hours then the finance person explained I couldn't get a better rate because the banks had closed an hour before. When I've called your dealership literally sent me to person after person who had a full inbox and didn't answer. When it broke down and I was in another city your dealership couldn't share the information for the extended warranty I purchased a couple months beforehand. I have called dozens of times, emailed on multiple occasions, and left countless voicemails.