Gerald Subaru of Naperville

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

Misinformation in their ads, fraudulent information from their staff, then a damaged car with Carfax of no reported accidents was the car we traveled their to see. Disappointed we looked at a different car, their staff, then a damaged car with Carfax of no reported accidents was the car we traveled their to see. Disappointed we looked at a different car, latter found to need a hybrid battery costing almost what I paid for the car. Also I was Denied GERALD LIFETIME WARRANTY More

Below is a text stream with Maria, one of the salespeople. She states there is NO cars in stock to text drive, but online inventory showed 38 Crosstreks and 18 Foresters. Apparently unless I pro salespeople. She states there is NO cars in stock to text drive, but online inventory showed 38 Crosstreks and 18 Foresters. Apparently unless I provide an email address they have no cars to test drive. Maria Scott, Good Morning, Can you please provide me with your best email address so I can send you out all my contact info and info on this vehicle. The 2021 ForesterPremium is in transit. We have a very limited Inventory right now. If you want to come in and test drive one I will check and see if we have one in the dealership today?We are open by appointment preferably. In addition, we do have a one of a kind test track here. Thanks, Marie Me Would like to test drive a Forester Premium and Crosstrek Sport. Just doing test drives today. I have the vehicle info for the SUVs. Can we stop by between Noon and 1PM? Please just text your contact info to me. Maria Scott, I will put you in for 1:00pm today. What is your best email address so I can send you an appointment confirmation? We are located at 2379 Aurora Avenue in Naperville Ill 60540. . I am not sure if we have a New Forester however I am showing a couple Cross treks. We may have one in Service or a pre owned you can drive . We will see you soon. Thanks, Marie Me We really want to test drive both and do not want to spend all afternoon at the dealership. So if you do not have stock I will make alternative plans. I did not provide my email in either online test car requests and prefer not to do so. Maria Scott, give me a minute and I will make sure we have one of each like I said we do have the 2021 Cross treks and we may have one 2021 Premium if it didn't sell. I will be back shortly. Thanks, Marie Scott, We currently do not have either one. The Chip shortage is making it impossible on our Inventory as of now. The whole Auto Industry included. We are one of the biggest ones in the midwest so if we are out everyone else around us will follow suit. Thanks, Marie Me It's hard to say that you're one of the biggest Subaru dealers when you don't even have a car for a client to test drive.I find it interesting that your online inventory shows a different story. No need to contact me back I've already made alternative plans. Maria Scott, I am not quite sure why you're getting so negative. I was just simply trying to explain the situation. We have cars coming in transit just not here unfortunately. Thanks and have a great day Marie More

If you like sleazy car dealer games, this is the place for you! The "Sales Manager" ruined a simple and sure sale with games and nonsense. Found a car on their site in their used inventory for one of o for you! The "Sales Manager" ruined a simple and sure sale with games and nonsense. Found a car on their site in their used inventory for one of our kids. The car was listed at $18,995. On the website listing was a "Get Today's Price" link, which after completing, received an email offer for $18,495. Based on KBB - that was a very fair price. Great! Easy so far! Headed to the dealership after work to test drive and with every intent of buying. The sales associate was friendly, helpful, and not at all pushy. The car had originally been purchased from this dealer, and all the maintenance had been performed there. Complete vehicle history, clean CarFax, balance of mfg warranty plus the Gerald lifetime warranty. Again - great so far! After the test drive, asked the sales person to begin putting the numbers together. No trade. Will consider financing or cash. Yes, planning to buy tonight - lets just keep it quick and simple. If you can do anything more on the price, would appreciate it, but ready to wrap things up. Very easy, and certainly not an aggressive negotiation on my part. Now the "manager" gets involved. I'm handed a sheet of paper inflating the vehicle sales price to over $20K, plus adding window etching/security, two (2!) sets of document fees, and something else for about $500 that wasn't listed in the line items (the total with tax was about $500 higher than it should have been). When I asked what I was being presented was told "Well, make us an offer. What do you think the price should be?" Wait a minute? I have to waste time with you to get the price that you have listed on the website? Have to waste time with you to get the price that you offered when I filled out a form on the website? Ok, how did you arrive at this total out the door price? There is $500 in the total that is not accounted for in the line items? "That's tax". No, it isn't. See - here is the calculation for tax. What else is being factored into the price that is not listed? "Well, I can talk to my manager" Ok, I'll come back to the price. Let's deal with all the documentation fees. Why are there two documentation fees? "Those are fee's we are MANDATED to charge by the state." Sorry, not true. The state places a cap ($303.60) on the maximum amount you can charge for the documentation fee, they don't mandate that you charge it. They certainly don't mandate that you charge for it twice. Had you not pulled the other nonsense and did a single doc fee like most other dealers, I would have just paid it without a word. Ok, lets leave the double documentation fees. I'm not interested in the $999 window etching/security. "Oh, we do that on every vehicle to keep it from being stolen." No, let's take that off, I won't need that. "We can't take it off, we've already done the work to complete it - it is a part of every car we sell." Ok, I don't feel like spending time on this...lets just keep it simple. Forget that I don't want it. Since you sold the car originally, you've already been paid for it, right? "Well, make us an offer." Ok, I already did that. I asked you to put the paperwork together for the ADVERTISED price. At this point, I thanked my sales rep and headed for the door. "Wait, just give me a minute to talk to my manager". No, but thanks. It's 2021. Do you really need to play these games? I didn't come to play negotiating games - I came to buy a car at the price you advertised. Love may be what makes a Subaru a Subaru. Sleaze seems to be what makes Gerald a dealership. Buyer beware....especially at this dealership. More

I wanted to thank Ricardo Rodriguez who sold me a car 3 years ago because he still contacts me to see if I’m doing well with my vehicle and recently directed me with getting help to change a flat tire. I c years ago because he still contacts me to see if I’m doing well with my vehicle and recently directed me with getting help to change a flat tire. I called him because he always said he could help. I feel like I am a part of the Gerald Subaru family. More