Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I took my 2021 Subaru Crosstrek to Gerald ********* center to have a small "door ding" repaired under insurance coverage. The first issue was the fact they did not even touch the vehicle for 5 days and after investigating was told "a technician was out with an injury" however my insurance company was paying for a rental car and Gerald did not even bother to inform me.The completed repair was at the most amatuerish. The entire door does not match the rest of the vehicle. The paint texture is off. Vertical lines are visible and its very clear where the repair was done. Buffing trails are very apparent.
Business response
01/09/2024
We apologize to **************************** as the total lack of communication and poor workmanship by our Bodyshop, is unacceptable! We were able to contact him yesterday and he dropped the car off to us. We will remedy the situation immediately to his satisfaction. Again, our apologies and we appreciate his patience!Customer response
01/10/2024
Complaint: 21106153
I am rejecting this response because:The statement made was I dropped the car off at the location. I brought the car in for an oil change at the dealership. I was no where near the collision center and I do have the car in my posession
Sincerely,
*********************************Business response
01/19/2024
I spoke with **** myself today, and assured him that I would personally make sure this issue was corrected. With the current weather, I am going to try to get him set up with another repair facility to get his Subaru repaired correctly. Again, our apologies for the poor repair, and we appreciate his patience. **** has my cell number, and I will be working with him directly.Customer response
01/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************Initial Complaint
11/09/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
4/17/23 5/6/23 Cancelation request per business should take 2 billing cycles to be processed. 8/22/23 was not processed until this date. 8/25/23 I received a ck for $3,595.00.To date I have not received payment of interest billed to my account because they did not process the refund in time.FYI - Loan was paid -off 8/7/23Business response
11/28/2023
We apologize to ********************. I have NO idea why the cancellation wasnt submitted. This is not how we conduct our business. I cut ******************** a check this morning for the interest on the cancellation in the amount of $69.73, and it was mailed to his address at ******************* Again, we are sorry. And should he need anything in the future, I would be happy to help.Customer response
11/30/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************Initial Complaint
06/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The business was committed to providing me with trust and a solidified agreement upon a handshake, ensuring the information they took on May 14th, 2022 was not going to be submitted for a credit application. A month later in June of 2022 I received a letter from Gerald Subaru of Naperville that my credit was run without my permission. The dealership broke our handshake agreement that my information would not be used and ran my credit. That was a hard inquiry and brought my credit score down. This needs to be addressed formally and fixed. I would like to receive a letter stating they intend to report back to the Credit Breuers to let them know they broke a legally binding agreement and that the credit information submission was a mistake.Business response
06/14/2022
On 5/14/22, ***************** did in fact come to the Subaru store in Naperville with the intent to purchase a vehicle. She did fill out the credit application and sign the application. The customer also signed the Credit Score disclosure statement when we reviewed her credit score with her. We know nothing of a "handshake agreement" and clearly the customer knew she applied for credit, and it was processed; as she signed both attachments accordingly.
Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.