Nino McMorris

First bought the car and was brought home dirty. I let them know the crew didn’t clean it and I was told by Nino and Ian that I would have a commentary in and out detail . So I take it yesterday ann I let them know the crew didn’t clean it and I was told by Nino and Ian that I would have a commentary in and out detail . So I take it yesterday annd they didn’t even know I was coming , couldn’t find the appointment so after that was figured out and after 4 hours was told it was ready so I go to pick up , yes outside was cleaned but nothing was touched except for vacuuming on the inside . Tony apologized and said he would have it cleaned the right way and fill up my gas and drop it at my house . Well another 2 hours pass and they let me know they were on the way , I get it with no gas and still dirty , they couldn’t even clean the windows . I was going to start bringing it here for detail and maintenance but if they can’t even clean a car I’m scared to trust with mechanical issues . You would think a business that does so well would make sure the jobs are done the right way instead of half and filling the customers ears with words just to get them out the door. Never again More

Helpful 0

Report | Print

Last week Thursday, July 27, 2023, my wife and I picked up our brand new Subaru, Crosstrek, Support, from Gerald Subaru of Naperville. The experience from purchasing the vehicle through picking up the veh up our brand new Subaru, Crosstrek, Support, from Gerald Subaru of Naperville. The experience from purchasing the vehicle through picking up the vehicle was nothing but outstanding. This dealer even has a track set up in the back! Rob Milam made the whole process very easy. In addition, working with the GM and Mr. Price was also a pleasure. If you read my review on another Subaru dealership about eight weeks ago, you would want to insure you purchase your vehicle here! I am a decorated retired military veteran and was treated very poorly at other places. Keep up the great work Gerald Subaru! We love the SUV! More

Helpful 0

Report | Print

Gerald Subaru of Naperville went above and beyond from the start of processing paperwork all the way up to the delivery of my parents new Forrester to their residence. Could not be be satisfied 10 +++++++ the start of processing paperwork all the way up to the delivery of my parents new Forrester to their residence. Could not be be satisfied 10 ++++++++ More

Helpful 0

Report | Print

I scheduled an appointment with Nick Gruic to trade in my lease and hopefully lease another car. Nick was too busy to honor the appointment so I was pushed off to someone new with no leasing experience who lease and hopefully lease another car. Nick was too busy to honor the appointment so I was pushed off to someone new with no leasing experience who needed help from management for every process. The worst encounter was with one of the managers, Jon (Jt). He was rude from the start, interrupting me or my dad every time we spoke, then, offered the most outrageous monthly lease payment for a $24,500 Impreza…$400 A MONTH…and that’s after an $8000 down payment. This math is wrong despite the market at the moment. To end the experience, JT gave me an ultimatum: either pay $400 a month or buy my current car. I work in customer service, and this was no way to treat a returning customer. I leased my car here at Gerald in 2019, and the experience was fine. I will never work with the Gerald sales team again. This is sad for me, I grew up in Naperville and I remember when the Gerald Subaru dealership was on east Ogden Ave. I want to spend my money in the community, but my experience was so bad, insulting, and degrading I am forced to shop elsewhere. More

Helpful 2

Report | Print

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

Helpful 6

Report | Print

I did not like the 3 hour negation process:1) Based on I did not like the 3 hour negation process: 1) Based on the Subaru website, I was supposed to get a guaranteed trade-in of $18,750 for my 2018 Outbac I did not like the 3 hour negation process: 1) Based on the Subaru website, I was supposed to get a guaranteed trade-in of $18,750 for my 2018 Outback but I was low-balled at $14,000 for 3 hours 2) I was told by GM that APR was about 2% but ended up being 3.48% costing me $1200-$1300 more 3) I ended up paying a line item of $1000 (started at $1500) over MSRP 4) I overpaid paid $999 in a markup protection package for nitrogen gas and some door guards More

Helpful 1

Report | Print

Purchased a hood protector for my new Subaru and had it installed on Saturday. Everyone was great! I had an appointment and was taken immediately in - on time - was told it would take an hour - it did - installed on Saturday. Everyone was great! I had an appointment and was taken immediately in - on time - was told it would take an hour - it did - everyone I saw, Trish, the Advisor I worked with, my Salesman, Ehab, who saw my waiting and came over to say hello, Nino their General Manager who sits in the main lobby (never saw that at the Honda dealerships I used) and is very approachable all the way down to the person who keeps the service reception area clean (who offered to check on my Forester while I was waiting) - all friendly and helpful. The only negative, that I noted below, was the price. It was just over $150.00 to install the part (the part itself was just over $100.00 which I thought was very reasonable) - which seems a bit pricey and there was a $16.00 shop charge - it was 6 clips and 6 screws to attach the hood protector. I understand the importance of Subaru parts and quality trained staff, but the installation and shop charges seemed excessive. I still love this dealership and am looking forward to having my vehicle serviced in the future (I purchased the pre-paid maintenance plan and got a great deal for the first 36,000 miles). Mike More

Helpful 0

Report | Print

eddy orelliana was incredible. he covered every detail several times in terms that were very easy to understand. no pressure , just great information. he is a person who really cares about having a happy several times in terms that were very easy to understand. no pressure , just great information. he is a person who really cares about having a happy customer. marie stepanek was also very helpful getting us set up with eddy. More

Helpful 0

Report | Print

SIMPLY MAGNIFICENT!!!!!Everyone is really nice and SIMPLY MAGNIFICENT!!!!! Everyone is really nice and friendly. They all seem to be more like family than colleagues. There is a great feeling of SIMPLY MAGNIFICENT!!!!! Everyone is really nice and friendly. They all seem to be more like family than colleagues. There is a great feeling of comfort when you walk in the doors. Jesse Bush went above and beyond anything I have ever experienced at any dealership. Cynthia is such a sweet person. More

Helpful 0

Report | Print

I came in with my daughter and I felt so comfortable with Jesse! He answered all or questions in great detail and was so patient! He explained and communicated everything to us. He made us feel like family n Jesse! He answered all or questions in great detail and was so patient! He explained and communicated everything to us. He made us feel like family not just clients! I would highly recommend him! More

Helpful 0

Report | Print