Mark Lumley

Until yesterday, I, too, would have given this dealer repair shop a 5-star review. I moved to the Wilmington, DE area in the fall of 2020 and since then have spent nearly $9000 in repairs at both the rep repair shop a 5-star review. I moved to the Wilmington, DE area in the fall of 2020 and since then have spent nearly $9000 in repairs at both the repair and the body shops. However, my experience yesterday changed that. On March 1, 2024, the battery light of my 2013 Impreza came on while driving. I pulled into the closest parking lot and looked this up in my owner's manual, which indicated a serious problem. I returned home and called the dealer, who told me to bring the car in. At the time of drop off, I noted that our dog had been acting strangely around the car for the past few days, after seeing something go under the car while it was parked in the driveway. He kept insisting on going into the garage to sniff it, and would pull to come home from a walk and bark to get into the garage to sniff the car. A couple of hours later, I received a call from Mark, who told me that rodents had chewed through a couple of belts in the engine, and damaged the hood latch wire. Having never heard of this, I was incredulous. I immediately told my husband when I got off the phone and he, too, was astounded that rodents could cause nearly $2000 in engine damage. Note, the conversation with Mark was not, "you have to replace some worn belts and the hood latch engine on your old 10+-year-old car, but yes, we did see some evidence of rodent activity in the car." I okayed the repair. Over that weekend, I Googled the issue of rodent damage to auto engines and found copious results showing that the problem is everywhere, from the city streets of NYC to rural areas. Postings also indicated that damages were covered by people's insurance. We also shared the story with others over the next few days and heard of at least a half dozen similar incidents, with people saying, yes, insurance paid for the damages. Note: if the story was I had to pay $2000 for a repair on my 10+-year-old car, and by the way, there was some evidence that rodents were in the car, it would have been a pretty crazy, not to mention boring, thing for either of us to share. So, I contacted my local State Farm agency to report the incident. They told me that they don't cover rodent damage to engines. The repair was completed and I paid the bill, trying to count my blessings that I could afford to pay that bill when there was a time in my life that I couldn't. When I went to pick up the car, I had another conversation with Mark and his female associate about how incredible it is that this could have happened, asking questions like how long it takes for such damage to occur, could it really have happened in just the few days since the dog was acting weird around the car. Yes, he said and he gave me the chewed belt to show my husband. His female associate indicated that she's just has a customer with the same issue and that their insurance paid. I asked how one prevents this from happening again, and she said that some of her customers had put mint repellent in their engines and had not had another incident. Two months later, I was still bugged by the fact that State Farm wouldn't pay and began to research insurance companies that had covered such damages with the intention to switch insurance companies. In the process, I came across a corporate newsletter from State Farm indicating that they actually do pay for rodent damage. I shared this with my local agent on May 1 and she initiated the claim. I attached the original repair estimate. The next day, State Farm denied the claim because rodent damage wasn't mentioned on the estimate. He had called Mark from Delaware Subaru, who said that it wasn't rodents if it wasn't on his estimate. Upset, I went to visit Mark in person and he doubled down on the statement he had given to State Farm. Of course, had State Farm handled this correctly from the beginning, the claim would have been properly documented. But now I am stuck. More

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I had the best experience with dealership Delaware Subaru and specifically with service department. They are honest and trustworthy. I will continue to get maintenance done here and service advisors were ver and specifically with service department. They are honest and trustworthy. I will continue to get maintenance done here and service advisors were very helpful! Thank you to Mark Lumley and technicians. More

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Clearly focus their attention on me, listening carefully to what my concerns/desires are. Explicitly detail what they will do with time estimates, which I have always found to be amazingly accurate. If they to what my concerns/desires are. Explicitly detail what they will do with time estimates, which I have always found to be amazingly accurate. If they discover some unanticipated problem, they immediately contact me to discuss it so we can decide how to address it. All the people involved are courteous and sincere. It is truly a pleasure to work with them. This operation could be cited as an excellent example of how one can run a truly customer focused business. More

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Excellent service. The team is both friendly and courteous as well as efficient and effective. I highly recommend Delaware Subaru The team is both friendly and courteous as well as efficient and effective. I highly recommend Delaware Subaru More

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Britanni has a very positive and friendly demeanor. She is thorough with her presentation of the service workflow and takes the time to explain the service procedures and their results. She is thorough with her presentation of the service workflow and takes the time to explain the service procedures and their results. More

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Always friendly and helpful staff, easy to make appointments online, never have a problem with the service provided. appointments online, never have a problem with the service provided. More

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Called in last minute for service they got me right in promptly I was able to wait for the car to be completed in a timely matter and was treated professionally at all times promptly I was able to wait for the car to be completed in a timely matter and was treated professionally at all times More

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Called at 3 pm Friday April 15'22 about low tire pressure in front right tire service said bring the car in. Arrived about 3:20 service told me a nail in the tire. I gave the go ahead to repair it. Started t in front right tire service said bring the car in. Arrived about 3:20 service told me a nail in the tire. I gave the go ahead to repair it. Started to call sales since I have a warranty on tires was interrupted by service "you don't have to call, we'll do that for you." Tire fixed and completed by 3:45 and it was Friday. What a relief. Great service...since I bought the 2017 Subaru Crosstrek 3months ago I was concerned about the cost of the warranty that covers tires. Really glad I have that warranty. When I bought the car , a silver Crosstrek I couldn't get over the condition-looks showroom. My previous car was a '92 Ford Taurus I was a Ford fan for decades. Look like Delaware Subaru got a feather in their cap. -Roy Podorson More

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