Category: | Subaru Dealer |
Address: | 1500 N Randall Rd, Elgin, IL 60123, USA |
Phone: | +1 224-281-4300 |
Site: | brilliancesubaru.com |
Rating: | 4.8 |
Working: | 9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 9AM–6PM Closed |
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Ryan Dreier
Left with a bad taste in my mouth about this dealership. The positives. I had a good experience buying the car. My sales person (Tony?) was nice, not pushy. I was debating between a few of their certified used vehicles a 2014 Crosstrek or a 2016 Impreza. They also worked to get me financing that I was comfortable with when I did make my purchase. On to the not so great. On the way home from the dealership I noticed a small crack in the windshield. I called the dealership and talked to the receptionist who asked me if I wanted to speak with sales or service. I explained that I had just purchased a vehicle a few days ago (I dont recall when I actually called maybe on the following Monday, I purchased the vehicle on Thursday) and I noticed that there was a small crack in the windshield. She then forwarded me to parts and service. Okay, fine. Then, I re-explained my situation to the person who took my call in parts and service. They then asked if I talked to sales. I didnt. I wanted to bring it in for them to look at. I did state that I suspected that the chip occurred when the team was removing the price stickers off the windshield (though I obviously cant prove it, but perhaps this is not how the crack occurred). So, I made an appointment and was able to bring the car in within two weeks of purchase. Well, they decided that this crack was not covered in the bumper-to-bumper warranty that my 2016 model is currently under. This is normal wear and tear? They stated that they could fix it for $80, and after a quick (not deep research, I admit) search of the average cost to repair a crack is $50 to $75. So, my estimate is on the higher end of the average. Why Im annoyed enough to write a google review, which is normally not my style. Okay, so they wont cover the crack, and $80 wont put me on the street, but for the case of customer satisfaction, I would think that this dealership would stand behind their certified used inventory and cover the cost. Even if they didnt cover the cost, I would have been MORE than happy if they would have repaired it AT COST. Nope. Look Ive only had the car for less than two weeks and the brief conversations I had with the staff there made me feel that I go around the state of Illinois looking for gravel trucks to tailgate on the interstate in order to jockey for a new windshield. Also, and this may be me being sensitive about buying a certified used vehicle and not a new vehicle, I got the sense that I was less because I bought a used vehicle. I say this because they reiterated more than once that they had to talk to the USED sales representative. Okay, why cant it just be the sales representative? Again, just a service thing. I get it. I didnt buy a 2018 Forester or Outback. Points where I feel the dealership could improve. If you have a multi-point inspection for your certified used inventory, perhaps you may think about inspecting certain items after a vehicle is readied to be driven off the lot. Items such as the windows and the windshield, the head lights and tail lights, the tires, perhaps the battery. I dont think that would be a bad idea. Also, I dont understand the point of the receptionist here if they are simply asking if you want to be directed to sales or service, but not relaying some of the conversation to that department, either sales or service. Otherwise you are just asking the customer to repeat their situation to multiple people (as I had in this case), also not a great customer experience. ****Update**** Jim, the General Manager, did reach out to me today and rectified the situation. Thank you for taking care of me. I appreciate it.
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Jeff McMenamin
My wife and I just leased our very first Subaru (Outback) from Brilliance. Sales rep Phil could not have been better to work with. Very patient, provided knowledgeable guidance with various models and options packages. Phil gets a solid 5 stars from us! He made the experience enjoyable by leaving no questions unanswered or deflected. *The only reason I have not given 5 stars: Fifth one will need to be earned via longevity. Will follow up as the miles roll by. This was originally posted in February shortly after leasing our new Outback (still like it very much). However- 3 months later, we are getting photo tickets from the City of Chicago...after being assured by Brilliance the plates would be destroyed. Their seeming indifference to this issue may result in legal action. It remains to be seen if they will stand up and correct THEIR mistake. Update as soon as situation and Brilliance willingness to step up becomes clearer. Update: September 1st, 2015. Reduced to one star. Read on. Please put a member of the management team in touch with me. We are not getting satisfaction from general manager Jim DaLuga. Over 6 months ago Brilliance Subaru let our old license plates go out on a wholesale car. We continue to get traffic tickets mailed to us on these plates 6 months later. This is not one or two. We are currently at 13 and counting. You have done nothing towards getting this resolved with the wholesaler, the Illinois Secretary of State or the City of Chicago. We are done doing anything to resolve an issue caused by the obvious negligence of Brilliance Subaru except taking legal to force immediate and effective action on this from your organization. You have my office phone.
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Adnan Harambasic
Im writing this on behalf my father (because hes older and not very computer savvy). He purchased a used vehicle here a 2014 Toyota Avalon. The sales person told him his vehicle had just gotten the full make over. New windshield wipers, new intake filter and a fresh oil change. The vehicle was purchased a month ago and sat in the garage while my dad continued driving his old car while we had it online for sale. Fast forward to today, my dad was driving his 2014 Avalon purchased from this dealership, when he turned his windshield wipers on, the drivers side wiper just disintegrated and fell apart. He thought that was weird since theyre supposed to be "brand new" obviously they werent they were completely dry rotten and old. So I decided to see if they replaced the filter like they said they would well to my surprise the filter was filthy with leaves still stuck in it. Probably never replaced, vehicle has 30k some miles on it. He made an appt. at Toyota to get an oil change because three for three and the motor oil hasnt been replaced either, very hard to tell with synthetic oils now a days. I just find it discerning that this guy obviously saw an opportunity to take advantage of someone and he did. I know these are minor fixes but regardless this shouldnt have happened in the first place. Not a good way of trying to keep customers. Just on this experience I wouldnt recommend this Subaru dealer.
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Wes Wolfram
After a horrible experience at Trust Auto Brokers in Palatine, IL, I came here to look at a 3.5 L Ford F-150 that they had on the lot. When I called after my experience at Trust, Brett Cassell - the sales associate that helped me - answered the phone and told me the truck had just come out of detailing and was ready to be looked at. I arrived a short time later, and Brett was outside waiting for me. He gave me the walk around, told me about all the work they put into it (new tires and brakes, alignment and more), and we took it for a test drive. They had a premapped route, but it was more than enough to put the truck through its paces. We got back and I knew I was sold. He never asked how I was paying until the end, and Jason Ring - the finance manager that I worked with - was even able to beat the rate that my bank had offered me so I ended up financing through them. I used the money that I saved by going their route to get the extended bumper to bumper coverage (which they knocked a chunk of the price tag off) and left that night feeling like I got an incredible deal. I would *100%* recommend Brilliance Subaru to ANYONE. Their prices are hyper competitive, and they treat you like a customer should be treated. Like a person, not a cash cow. I will go out of my way to buy from here again in the future.