Jose Mercado

Do Not go here for service - I purchased my 2022 Outback Wilderness in February of this year - I drive alot and have 24,000 miles on the vehicle. I have brought it back for service on 4 occasions and made Wilderness in February of this year - I drive alot and have 24,000 miles on the vehicle. I have brought it back for service on 4 occasions and made a very simple request each time. I have back issues, I explain that to the service advisor and ask that they notify the porter and mechanic NOT to adjust the drivers seat. The OBW does not have memory seating and due to my back issues I have it set in a comfortable position for ME - the owner and driver of the car. Not for the porter or mechanic that will spend 60 seconds driving the car. On three previous visits I made the request and when I picked up my car the seat was moved as far forward as it would go - last Friday I made the same request, the advisor, Rudy Burkhalter, said he informed the porter and mechanic, he showed me a note on the work ticket "DO NOT MOVE SEAT" large black letters and hi-lited in yellow - I pick up my vehicle and SURPRISE - the seat was moved again. I went to the "command" center located in the showroom to quietly voice my displeasure, I didn't get an "I'm sorry" - I get "They do that all the time to me". So, I wonder if something so simple is dismissed, how do I know the mechanic is qualified to work on my car? If he cannot read and comprehend the statement "DO NOT MOVE SEAT" how do I know he is capable to complete the maintenance tasks to keep my car on the road. When I purchased my OBW I saw that Gerald was the # 2 dealer in Illinois and now they are # 4 - and with the way they treat their customers I see that slide continuing. Oh, and don't try to get a Saturday appointment, check their schedule, they are booked until the end of 2022 - NO APPOINTMENTS on a weekend - so they expect you to take time off from your job to get your vehicle serviced. Check any of the other dealers on this list, Saturday appointments are ALWAYS available. Gerald Subaru just doesn't get it and I can find other Subaru service locations that are much closer to my home - I was going to Gerald as I had planned to purchase my next vehicle from them, not now, looks like Grand or Brilliance Subaru will shortly have a new customer. More

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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

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Paulo is responsive and delivers on customer experience. Service team was quick. The service are was clean and sanitized. Great experience. Thank you very much Service team was quick. The service are was clean and sanitized. Great experience. Thank you very much More

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