Nick Algiere

Review of Subaru of Wakefield

Go to North Reading instead. Awful Customer Servic...

Go to North Reading instead. Awful Customer Service and Slow to no repair. My Letter to the ownership below was never responded to. I will NEVER be going back to this place.

"Hi Sal and Howard,

My name is Nicholas Algiere, and I have been working with your service and parts team over the past 5 months to get a part installed in my 2006 Subaru Tribeca. I need this part as a result of an accident that occurred in February for my HVAC unit. Throughout the process I have worked with Christine Gallella, who was outstanding and very good about providing updates about where the part was and time frame.

When I finally got a call back after bringing my car in Feb/March saying that the team had the part that was going to get installed, I had to come out of work to get it replaced. Unfortunately after I was sitting in Service for an hour, Mike Rossi came to tell me that the part had never actually been received. This was very disheartening as I had to take some time out of my work day to be told that there was never anything available after already waiting a month. After this, Mike Rossi took the reigns on my case and vowed to make sure it would happen in the most timely manner possible. I was curious to hear that during this conversation he said "please understand that we did not do this damage to your car." Where as I understand that the Wakefield Subaru team did not do this damage, I brought it to you on a recommendation and expectation that the team would be capable of fixing it in a timely manner.

Unfortunately, Mike has been little to no help and after vowing to take care of this, it feels like he has been inattentive to my situation. I've called Mike on several occasions now and more often than not receive responses such as "I'm in training, I'll call you back," or "I'm in a meeting, I'll call you back," or even "I'm going to talk to my parts manager, I'll call you back." During each one of these encounters, Mike has failed to call me back. Two weeks ago he said the ETA on the part was going to be 6/9, I have tried to contact him various times after this but have not been able to understand status or schedule the repair. This reflects very poorly on the service team as this is the manager of the team telling me he will be attentive to my problem, only to continually put me off.

It has been about 5 months since I started working with your service team, and I have all but given up. I even attempted to help the process by sending websites of some salvage yards that may have had the part I'm looking for.

I live in Wakefield and have heard wonders about you and your team, however; from this personal experience I'm uncertain I would recommend anyone close to me to come here.

If for nothing else, I hope that this gives a bit of insight from a customer perspective of the service management team and how they are treating your customers. It seems to me like waiting 5 months lead time to have your car fixed is just a bit too much.

Thanks for your consideration and if you would like to discuss in more depth I can provide my phone number to you at your earliest convenience. "