Castle Subaru of Portage

Pamper Your Subaru at Castle 1st time appointment. And took my dog, too. He was welcomed with a treat! Very accommodating and nice waiting area. We'll be back! Thanks. 1st time appointment. And took my dog, too. He was welcomed with a treat! Very accommodating and nice waiting area. We'll be back! Thanks. More

Fast and friendly Although, not everyone will have fast service (I was lucky), everyone was friendly and i would recommend them. If their service was that good, I'm sur Although, not everyone will have fast service (I was lucky), everyone was friendly and i would recommend them. If their service was that good, I'm sure their sales are great as well. I just moved here from Florida but bought my Subaru before I came, I should have waited to get it here 😀 More

great service It was a quick and painless service . It was my first and it won't be my last. Quality service that didn't take long at all. It was a quick and painless service . It was my first and it won't be my last. Quality service that didn't take long at all. More

Painless This is my 5th Subaru and first one from this dealership. The whole process from beginning to end was short and painless. Andrew, my sales person, kne This is my 5th Subaru and first one from this dealership. The whole process from beginning to end was short and painless. Andrew, my sales person, knew exactly what I wanted and Castle delivered. I love my new Subaru and will make it a point to return in the future. More

Excellent place to exercise the Costco Auto Purchase program This dealership is the closest dealership that offers the Costco Auto Purchase program for the Ascent model. The staff is very helpful, and the Costco This dealership is the closest dealership that offers the Costco Auto Purchase program for the Ascent model. The staff is very helpful, and the Costco program sales person was well informed, direct, and very personable. The vehicle was available in the time frame agreed to, and was presented well. We had no trade-in, so we have no comment of that process. More

Very helpful I needed service done but had to be out of town for the weekend. A helpful service tech and a loaner car made life so much easier. Thanks! I needed service done but had to be out of town for the weekend. A helpful service tech and a loaner car made life so much easier. Thanks! More

Recall Service My appointment was for a parts recall and it was completed in about 40 minutes. Service department employees are always friendly and more than willing My appointment was for a parts recall and it was completed in about 40 minutes. Service department employees are always friendly and more than willing to help. More

WORST EXPERIENCE EVER I came into Castle on December 8th, 2018 to look at vehicles. I was a first-time car buyer and I was excited to see a Used 2014 Honda Accord that I f I came into Castle on December 8th, 2018 to look at vehicles. I was a first-time car buyer and I was excited to see a Used 2014 Honda Accord that I found off of their website for a fair price. I test drove the vehicle and overall, it was a nice car, but there were issues that needed to be fixed. The alignment was off, a tire sensor light was on, and the center console was broken. My sale was handled by Jesse Blackmon and he was very nice to my girlfriend and I during the sale. Jesse told me these issues could be fixed and he would put it in the contract that Castle was responsible for repairing the vehicle. I made no attempt to haggle with the price and decided to purchase the vehicle, as long as these issues would be taken care of. I was told that we would set up an appointment with the service department after the paperwork was completed, so I could bring the vehicle in immediately to have these issues fixed. Jesse and the service department told me (prior to signing my contract) that they would order a new center console before I left so all issues could be repaired over the weekend, also that I would be provided a loaner once I came in, so I wouldn't be without a vehicle, even if it was only for a few hours. Everything sounded perfect. This was the last "feel good" moment for me for the rest of my experience with Castle. I waited an extremely long time to sit down and sign paperwork, but I was patient. While waiting, Jesse informed me he would see if he could sweeten the deal for me and provide me with a free year-round climate protection package for my vehicle as a congratulations. He said they had a fund put aside to provide select customers with this package and I was one of them. It all sounded great. I was approached by Justin Williams about potential warranty options and GAP insurance. He was very pushy about enrolling in one of these options, but I didn't take it personal, I understood it was his job. I respectfully declined the insurance and wanted to get GAP insurance through my own insurance company, instead of through Castle. Eventually, I was brought into the office to meet with David Spudic to sign my paperwork. Despite declining the warranty options and GAP insurance, David put these things in my initial contract and tried to convince me I was making a mistake declining these options. What was also very shocking is that almost $1800.00 was added to my purchase for the climate protection package Jesse told me he would get me for free, something I never asked him to do. They were trying to take advantage of me and I became irritated. I informed David that I wanted all of these extra options taken off my contract and he became agitated and ripped the contract up in my face and began working on another one. He was UNBELIEVABLY RUDE! I tried to take my time while reading the new contract and David became frustrated with me, tossing and turning in his chair and cussing under his breath. He was trying to rush me into signing. I noticed the GAP insurance was still on the contract and informed him I wanted it removed. David told me that the bank financing the rest of my purchase required me to have GAP insurance through Castle or I wouldn't be approved. Once again, this was my first car purchase so I was naive in thinking that he couldn't lie to me about something like this, so I reluctantly signed the contract. It was an additional $850.00. I later found out that David lied to me. The bank financing me could not require me to have GAP insurance in order to be approved, especially through a third-party like Castle, because they profit off of these enrollments. After finishing my contract, I went to the service department to order the new center console and set up a service appointment for the upcoming weekend. I was informed that I had to wait to be called by their scheduling secretary before I could do anything and they wouldn't order the new center console until I brought the car in on the scheduled date. I was livid. This was the complete opposite of what I was told before signing the contract. I left and would not receive a call until Friday, setting up an appointment for the following day. This meant my car would not be fixed by the end of the weekend, because they still had to order the center console. Also, a couple days after purchasing the vehicle, a check charge system sensor came on in the vehicle. I brought my car in the next day and was told I would not be given a loaner vehicle because the alignment, tire sensor, and charge system sensor would be taken care of that day. I was confused, because I was told, before I purchased the vehicle, that I wouldn't be without a vehicle at any point. They lied. They placed the order for the new center console, which would need to be installed at a later date, all because they didn't order it earlier in the week when I purchased the vehicle. Because I was without a car, I had to get a ride home from my girlfriend. I heard nothing from Castle until I received a call 25 minutes before they closed that my car wouldn't be done and I needed to get a loaner. If they would have kept their word, I would have already had one. I was forced to Uber from Valparaiso to Portage so I could get my loaner. Despite telling them I worked in Chicago, I was provided a gas guzzler loaner vehicle. I received no correspondence from Castle for the entire week. I called them to check on my vehicle and was told something was bent and they couldn't fix the alignment yet, but that it would be done soon. It wasn't until the end of the following week that my vehicle was "ready", something I once again had to call to find out. I came to pick up my vehicle and was told everything was taken care of. I picked the vehicle up on a Saturday and noticed the tire sensor light was still on, the charge system sensor was still on, the alignment was still off (worse than before), and the broken leather center console was replaced with a different center console that didn't match the interior of the vehicle and looked cheap and used. I called Castle and was offered the same loaner if I came back so they could continue working on it. Thinking about gas for the upcoming work week, I notified them I'd have to wait until the following weekend to bring the car back in. I brought my car in that following weekend and requested a loaner that got gas mileage close to the car I purchased. I informed them these issues were not fixed and I would need the original leather center console installed, not the cheap one. I was informed it would be taken care of. I only received updates when I called Castle, as they would only call me 2-3 times over the course of the next 6 weeks. Every time I called Castle, there was another issue with the alignment, requiring parts to be ordered. They also informed me I needed a new battery. Because it was in my contract, they informed me I would need to pay. Because of how long they had my vehicle, I felt I shouldn't have paid for a new battery. They offered to pay for the labor if I paid for the battery. Labor on a battery is comical, so Castle was not offering anything, as I could have installed a new battery myself. It wasn't until January 24th that my car was finished. I had to call to find this out and reached a breaking point after learning it was "ready" but never receiving a call. I asked to speak with a manager and was put through to Mark Fentress. I told Mark about my experience and he seemed to understand my frustration. I had already paid two months of car insurance and my first car payment, despite not having my vehicle. Mark looked into my situation and told me I had an open recall on my vehicle related to the battery. This is why the charge system sensor came on and why there were issues with the battery. At the time of my purchase, Jesse informed me there were no open recalls on my vehicle, but Mark was telling me otherwise. He informed me my car would be ready with the next 1-2 days and if it wasn't, he would pay my next car payment. The car was "ready" on January 25th, as the recall and other issues were "fixed". I showed up to pick up the vehicle and was informed there was no paperwork confirming the recall had been taken care of, but I just wanted to get my vehicle and put this experience behind me. Castle's service and handling of my vehicle was atrocious and I was tired of dealing with it. I entered my vehicle and noticed the center console was leather this time, but it was stained and worn out. It did not match the interior of the vehicle. The sensor's were taken care of but once I left the lot, I realized my alignment was worse than it had ever been. I was enraged. I returned the vehicle and demanded to speak with Mark. Mark informed me he would pay my next car payment. The car was now a lemon and it was proven they couldn't fix it. I wanted to go through arbitration but Mark dissuaded me from that option and stated he would find me a car and take care of me. He set me up with Derrick Davis to begin the process of finding a vehicle. Derrick showed me vehicles in the same price range but they had very little. I notified Derrick I was too frustrated and needed to come back tomorrow. On January 26th, I came in in hopes of finding another vehicle and met with Derrick again. Because they had no cars like the one I originally purchased, I opened myself up to purchasing a Subaru Legacy. I test drove 5 vehicles and each one had an issue with it, yet they were priced as if they were in great working shape. The last car I test drove, and the last Subaru Legacy they had, was one I felt I would be willing to pay more for. However, considering everything that happened, I thought they would adjust the price to be fair and I would receive credit for the down payment I put into the Honda Accord. I was mistaken because no such adjustment was made. I had to haggle with Derrick, which involved him leaving to speak with Mark and keep me waiting 30-40 minutes at a time until he returned, only to reinforce that I wasn't "really inconvenienced" with my previous purchase because I was in a loaner. He also informed me that whether we processed the new purchase as a trade-in or sale, I would only be receiving a deduction on the price equivalent to my down payment from the Honda. Castle had no intention of making anything right and Mark Fentress never once came over to talk to me or offer any compensation for my troubles. I was reliving the process all over again and it became very clear that Castle was a dealership built on scamming and swindling. Not customer service and integrity. I may have to go through arbitration to ensure what I spent is returned to me, but I will never get that time in my life back. I was disrespected throughout this entire process and my only hope is that no one else has to go through something like this. I can't recall a time where an experience was so bad that I went out of my way to leave a review, until now. I am an easy-going guy and I take pride in treating people the way I would like to be treated. For me to have an experience this bad, it is hard to believe I'm an anomaly on Castle's track record. There are serious issues with Castle's Portage Dealership and anyone purchasing a vehicle would be wise to steer clear of this place!!! There are so many dealerships in the world, there is no reason to go to a place that treats people like this. Making mistakes is life, but lacking decency, accountability, and being so willing to screw customers over who are spending their hard earned money, that takes some seriously integrity-deficient people. That's all you're going to find at Castle. Disgusted. Also, it is important to note that my loaner vehicle was supposed to be swapped out with the Subaru Legacy I was interested in purchasing, so I could see if I liked it. Well, the vehicle had issues when Derrick went to bring it over to me. This is the same car they refused to sell for a good price. Out of 5 Subaru Legacy's I test drove, 5 of them had issues. If you include the Honda Accord, that means out of the 6 cars I drove from Castle, all 6 had problems with them. Run. More

Excellent service - very friendly! Excellent customer service! Tony did a GREAT job! We also appreciated how quickly the finance department turned our paperwork around. Everyone we deal Excellent customer service! Tony did a GREAT job! We also appreciated how quickly the finance department turned our paperwork around. Everyone we dealt with was friendly and responsive. We would go back in a heartbeat! More

Very friendly honest dealership This was my third vehicle purchase from castle Subaru, and the third time buying from the salesman Troy. Just like the previous 2 vehicles I purchased This was my third vehicle purchase from castle Subaru, and the third time buying from the salesman Troy. Just like the previous 2 vehicles I purchased Troy was very friendly , extremely helpful. Just an overall great buying experience. I will definitely come back to castle Subaru for all by vehicle needs. More