Gerald Subaru of Naperville

Gerald Subaru of Naperville responded

Thank you for your wonderful feedback. We always strive to meet the needs of our customers no matter the situation. Feel free to let us know if you have any concerns about your vehicle. Have a truly exceptional day! Sincerely, Alec McKean - General Manager

Subaruyguy responded

Unfortunately, I have to update my review. The car is great so far. We were during the negotiation process told that our certified used car comes with a $2500 paint, under carriage rust protection, and interior protection warranty package. We were told that if we ever had a blemish we should bring the car in, and they would fix it. This naturally influenced our decision on the price. After the purchase, at home, we noticed that there was no paperwork given to us for this warranty. We returned the next business day and spoke to Eddy and his manager Leo. While Eddy said he did mention the warranty and that he will try to resolve this, his manager just bluntly said neither him nor "management" had any idea about this, and that if we were not given this in writing during negotiation it isn't part of the deal. None of the dealer installed packages were given to us in writing, but only verbally mentioned, though repeatedly mentioned by Eddy. Leo made it sound like we were lying, even though Eddy stated right in front of Leo that he had indeed told us about the car coming with the warranty during our negotiation. Leo's response was that neither he nor the management was aware of Eddy's pitch, and that it was our responsibility to "confirm" with Leo before accepting. We are very disappointed with this, and feel like we have now way overpaid for the car. Eddy did then call us later the second day and told us that he called the warranty company to have them transfer the warranty from the first owner to us, and that he was told by the company that since the dealer sold the car (and not private party sale), the warranty was not transferable. If we wanted the warranty, we had to "purchase" it again even though we were led to believe the car already came with the $2500 warranty. It's clear Eddy didn't know this detail about this warranty. But if he didn't know, and he convinced us that we were getting a good price for the car including this benefit, neither could we have known that this was a non-transferable warranty through dealer as we trusted what was told to us during the buying process. Not only that, but the fact the neither Eddy, nor Leo, nor the finance guy tried to sell us this protection warranty again to us for $2500 was significant sign for us to trust that the car did indeed come with this warranty. While Eddy tried to resolve this with the warranty company unsuccessfully, he told us that he is waiting on his manager to help resolve this. It's been 5 days since, and we are still waiting to get the call back from him and his manager on a resolution for this. Would we buy a used or certified used car again from Gerald Subaru? Unfortunately No, we have lost trust with their team. But we have certainly learned a $2500 lesson to not trust what we are told, and to ask for everything in writing from the sales person, and have their manager acknowledge in writing (the second part being a very weird requirement, conveying insufficient communication within their team).

Gerald Subaru of Naperville responded

We're excited to hear that our team took care of you and that everything went very smoothly. We hope to see you again in the future. Have a truly exceptional day! Sincerely, Alec McKean - General Manager

Gerald Subaru of Naperville responded

Thanks for the kudos. We do our best to ensure nothing but a positive experience for our customers and are glad to hear that was what you received. If there are any other automotive needs we can assist you with, please don't hesitate to let us know. Have a truly exceptional day! Sincerely, Alec McKean - General Manager

Gerald Subaru of Naperville responded

Thank you for your business and this review. I am happy to hear our team was able to serve you and demonstrate how we do business here. If there is anything we can assist you with in the future, please let us know. Have a truly exceptional day! Sincerely, Alec McKean - General Manager

Gerald Subaru of Naperville responded

Thanks for the wonderful review of your recent visit at our dealership. We strive for 100% customer satisfaction on each and every purchase and we hope you enjoy your new vehicle for a long time to come. It was truly a pleasure working with you. Have a truly exceptional day! Sincerely, Alec McKean - General Manager

Gerald Subaru of Naperville responded

It’s great to know that our team provided a truly exceptional service experience for you. We take pride in our customer care and appreciate you taking the time to give us this positive feedback. If you have any further questions regarding your vehicle please let us know! Sincerely, Alec McKean - General Manager

Gerald Subaru of Naperville responded

Thank you for writing this fantastic review! It is of utmost importance that our guests leave our dealership confident they made the right decision. I'm happy to hear about your positive experience with us. Have a truly exceptional day! Sincerely, Alec McKean - General Manager

Gerald Subaru of Naperville responded

Thank you so much for this excellent feedback. I am happy to hear that our team worked hard enough to make your purchase completely painless. Sincerely, Alec McKean - General Manager

Gerald Subaru of Naperville responded

Thanks for your outstanding review! We're glad to hear that our team was friendly, knowledgeable, and quick! We strive to provide excellent customer service, and we're glad that this was the case for you! Please let us know if there's anything else we can do for you. Sincerely, Alec McKean - General Manager

Gerald Subaru of Naperville responded

Thanks for the kind review! Anytime our customers let us know that they had a very pleasant purchasing experience brings us great joy. We invite you to return to our Service Center for more of the same when it's time for your first oil change. Sincerely, Alec McKean - General Manager