Gerald Subaru of North Aurora in North Aurora

*Updated with dates and more pics of events* We've been loyal Subaru customers since '21, initially falling in love with our '21 Crosstrek Limited in Cool Khaki Blue—a car we even drove from California to Illinois. When it was time to trade it in, we opted to finance a '24 Outback XT Onyx, using $4k of the Crosstrek's value toward our new ride. We received our new car in 5/24, and our initial excitement quickly turned into frustration and alarm. Almost immediately after purchase, we began experiencing problems with our Outback's safety systems—issues that now occur about twice a month. Initially, the Eyesight and advanced safety features ceased working, and then shockingly, even the basic safety features were compromised—seat belts and airbags sometimes fail to deploy when needed. As a parent driving my wife and toddler, this is not merely inconvenient; it’s downright dangerous. When we approached the service team, they couldn’t provide a clear explanation for these issues and tried to brush us off by claiming that the problem happens only when we face the sun. We have documented evidence, including pictures taken after sunset, clearly showing that the problems persist regardless of lighting conditions. They told us we cannot have anything on the window, we took off the I-pass and cleared anything and still had the problems. This dismissive attitude toward our serious safety concerns is unacceptable. In the short span of owning this vehicle, we've already had to take it in for service four times. Even after performing a calibration—there’s still no proper fix for the issues. At one point, they even kept the car, and I had to fight to secure a loaner vehicle. It’s incredibly disheartening to know that we'll be covered only until the warranty expires, and then it’s up to us to deal with these longstanding problems. The list of affected functionalities is extensive, including: 1. EyeSight Driver Assist Technology 2. EyeSight’s Advanced Adaptive Cruise Control with Lane Centering 3. Lane Departure & Sway Warning 4. Pre-Collision Warning 5. Automatic Emergency Steering 6. Pre-Collision Throttle Management 7. Rear Cross Traffic Alert 8. Reverse Automatic Braking 9. Blind-Spot Detection 10. 4-wheel Anti-lock Braking System (ABS) 11. Brake Assist 12. Brake Override System 13. Traction Control System (TCS) 14. Subaru Advanced Frontal Airbag System (SRS) 15. Side Curtain Airbags (SRS) 16. Seat-mounted Front Side Impact (SRS) 17. Front Passenger Seat Cushion Airbag (SRS) 18. Knee Airbag (SRS) After repeatedly raising these critical issues, we asked for a remedy. Instead of offering a comprehensive solution or taking responsibility for the recurring and dangerous malfunctions, the dealership would only provide us with a paltry $1,000 credit while insisting that we continue to finance the car. This is especially galling considering we have already invested up to $10,000 in this vehicle. We expected a reliable and secure driving experience from a trusted dealership, but instead, our family’s well-being has been compromised by recurring failures and a dismissive attitude from the service team. With our warranty set to expire soon, we’re left wondering how safe this car will be in the long run. I cannot recommend Gerald Subaru to anyone who values their safety and expects responsible customer care. Proceed with extreme caution. 17 Dates and time reflect error timestamp. Wed 8/14/24 at 2:27 PM - Serviced on 10/11/24 "FIXED" Mon 10/21/24 at 2:23 PM Tue 10/22/24 at 6:24 PM Tue 10/29/24 at 11:24 AM - Serviced on 10/29/24 It was "FIXED" Tue 11/19/24 at 3:05 PM Sat 11/23/24 at 12:01 PM Sun 12/8/24 at 1:54 PM Mon 12/30/24 5:54 PM Tuesday 12/31/24 7:43 AM 10. Tue 12/31/24 9:34 AM Tue 1/7/25 5:14 PM Sat 1/18/25 7:10PM Tue 2/4/25 4:03 PM Mon 3/3/25 11:18AM Sat 3/22/25 6:36PM Mon 3/24/25 3:06 PM Wed 3/26/25 2:54 PM FYI, Max characters reached... as you see it keeps going on. others are facing this issue, just do some research.

From start to finish everyone at Gerald made my vehicle shopping experience smooth and stress-free. Professional, courteous, personable and fair they treat their customers extremely well. Instantly felt like one of the family. Time to start making memories with my new 2025 Crosstrek! Hats off to everyone especially Kenny...a job well done!

I came in and was able to test drive a car, then go home to think about it. No pushing to purchase right then. I was able to think about it without the pressure of a salesperson. When I came back to buy, it went smoothly and better than other experiences I've had in the past. I'm excited to drive my new Subaru Outback!

I want to say that this was the most excellent experience I have ever had at a car dealership! When I called I spoke with Nicole who did a fabulous job ensuring me that Gerald Subaru would take care of me. Then Daniel and the team put in a ton of hard work to make sure I was in fact taken care of. I'm very confident after my car buying experience and it's because of the awesome staff, thank you for being kind.

I am a returning customer from Wisconsin and have enjoyed my time working with Gerald of North Aurora. I’ve purchased two vehicles now (2023 Outback Wilderness and a 2024 WRX) and both times Nicole and Jack have been great to work with. Gerald has offered me great deals on cars which is why I continue to make the drive 3+ hours to purchase vehicles from them. I would recommend them to anyone in the car market.

Had a wonderful time trading in my first car for a Subaru! Everyone at Gerald could not have been more welcoming and kind! I felt very at ease and my salesperson Eric was super helpful and understanding of all my questions and concerns. They even got me a better car than what I went in for for the same price! Amazing service, would recommend to anyone looking to get a Subaru new or used! Thank you guys!

Great service. Service department and all personnel were very courteous and helpful. Appreciate loaner car. Great service from Danny. I’m sad to say the quality of the coffee , tea, and cream is undesirable. It would be great to be able to enjoy a good quality cup of coffee while doing business there. Coffee was great before they changed to the current one. Thank you for the snacks

The staff is welcoming, patient and listens to my concerns. When I mention one thing I need fixed, I reminded them I have asked twice previously about the same problem and now may need parts replace. They didn’t bat an eye, telling me kindly they will check themselves with the maintenance techs and came back to tell me they would order the parts we needed. No hassle. I was in the waiting room for 4-hours by choice, sitting and working, grading papers. Every client I saw was treated with respect and kindness.

The staff at Gerald Subaru were extremely helpful. They spent all the time I needed to understand the technology today plus the advantages of the various packages. It had been 14 years since I had purchased an automobile (and it was used). They helped me find the auto that best fit my lifestyle. They were very polite and made the process a memorable experience. I would gladly recommend that you visit them whenever you are in the market for a car or SUV. Oh, I just want to mention, I bought a Forrester.

I can’t thank Devin enough for his help getting me into my new Forester. He and Daryl made the process so easy for me. This is my second car with Gerald Subaru, and this dealership, sales and service, are definitely top notch and customer driven. Highly recommend them.