October 18, 2010

 

 

 

Mr. Ron Shiwarski

Day Subaru

2310 West Liberty Avenue

Pittsburgh, PA 15226

 

Dear Mr. Shiwarski,

 

My daughter and I recently started looking for a pre-owned Subaru and had visited a couple of Subaru dealers before making it to Day Subaru. Although these dealers had a large inventory, we were underwhelmed with their customer service and therefore were not interested in purchasing a car from them.

 

Our experience changed at Day Subaru when we arrived and were instantly greeted by Robert Niezelski. Robert took the time to understand our vehicle and financial needs and ultimately guided us towards an Impreza. He was very helpful, polite, and answered all of our questions. Robert then directed us toward Jim Lokar, and after meeting Jim, we knew we would purchase our Subaru for Day Subaru. Jim has exceptional interpersonal skills, and he made us feel valued as customers. His interest in meeting our needs and making sure we were satisfied was evident, resulting in an extremely positive outcome. Jim is a huge asset to your dealership and truly was the key factor in making this sale. We subsequently met with Carl Petro, who expertly explained all of our options and ensured that we understood every piece of paperwork being signed and processed.

 

You have an exceptional team at Day Subaru, who obviously work well together and enjoy their work as well. Buying our car was an absolute pleasure from start to finish, and we will remain loyal customers because of the excellent customer service we received.

 

Sincerely,

 

 

Fern S. Moscov

Fern S. Moscov

October 11, 2010

 

Mr Ron Shiwarski

General Manager

Day West Liberty Subaru

2310 West Liberty Ave

Pgh, Pa 15226

 

Dear Ron:

I wanted to take a minute to tell you what a wonderful experience I had buying a car at your dealership.

My salesman, Stan Aisen, could not have been more professional and courteous. As a woman, I dreaded buying a car or truck from salesmen who do not take women buyers seriously. As Stan will tell you, I visited your dealership several times before I made a decision to purchase my Subaru, and on every occasion Stan took the time to answer all my questions and never pressured me into making a decision. I respect that.

Again, I just wanted to tell you about the wonderful experience with your dealership, and to let you know what a fabulous salesman Stan is. I'm sure he is an asset to your sales team.

Sincerely,

Susan M. Stack

 

P.S.  I LOVE my new Forester!

Susan M. Stack

Steve -

Just wanted to follow up with you.  We drove off with the car this evening.  We had a great experience and the staff was excellent.  They were respectful of our time and got us on our way in a efficient manner.  Thank you once again.  It was a pleasure doing business with your dealership.  I look forward to giving all high ("10") remarks on our CSI survey when it arrives. 

PS - I will be stopping in on Saturday to drop off the title to my trade-in. 

 

PSS - It drives great in the snow on the way home :-)

 

Best Regards,

 

Tim Colleran

Tim Colleran

 

Dear Mr. Shiwarski:

Recently, my daughter (Lee Greenawald) decided to buy a car. Although I wanted to be supportive, I didn't relish the idea of facing the stereotypical overbearing sales reps.

Lee and her boyfriend began visiting local dealerships and checking the web. She test drove a couple cars and decided she liked the Subarus (her boyfriend is a Subaru fan, which might have influenced her). They came home one evening and said they saw a Subaru that they liked on West Liberty Avenue. She commented on how nice the sales rep was and her boyfriend agreed. My husband, daughter, her boyfriend and I went to look the next evening and met Mr. Jerry Serzega. Mr Serzega provided a refreshing change from the proven stereotype; he was most pleasant and accommodating. Although he might not be as experienced as other reps in his field, we found him so likable that we all agreed that one would want to buy a car from him because he's so nice!

I would certainly recommend Mr. Serzega to friends, family, and co-workers and I wish him the best of luck in his endeavors.

Sincerely

Deborah A. Greenawald 

Deborah A. Greenawald

Dear Mr. Ikeda,

I'm a Subaru owner who wants to put a great word in for your two of
your employees:

U.S. office, Customer Service manager, Linda Fouch.

And, Day West Liberty, Pittsburgh, Service Manager, Keith Hipkiss.

For me these two executives define the words, "customer service."

My story:
In December of 2006, I bought a 2005 Subaru Outback, pre-owned, at  the Tanksy Toyota dealership in Columbus, Ohio. The car checked out  well, and had 15,000 miles so it was under warrantee.  Despite the  low mileage, the car broke down several times and I'd take it to the  local (Columbus) Subaru dealership for problems such as the smell of  burning oil or rubber and a "clicking" sound in the engine.   Neither  problem was solved and so I picked up the car and continued driving  it.  When it approached the 35,000 mile mark (or first warrantee  mark) I left it at the dealership until it was fixed -- it was there  for approx. two months when a regional service person was in town and  looked at it, seeing that the cooling fan never stopped running,  which caused the sound.

(In 2006-07 we'd been doing normal servicing).

In November of 2007 the car began making a grinding sound and we learned that a major bearing and casings went bad.  We had the car towed into the dealership in Columbus.  Despite the fact that the car was under 60,000 mile drive chain warrantee, my cost was going to be over $3,000.  We couldn't afford that and so the car stayed at the dealer for more than two months, once again.

Exasperated, I called Linda Fouch, who gently and fairly walked me
through the process and found ways of compromising on the costs.  I paid $1,500, picked up the car and drove that day to Pittsburgh for a conference.  Before I left the Columbus city limit, the car was  making bad noises.  It stopped making noises and I continued.  But  the car progressively slowed down in the PA hills, and gave up  running altogether.  I called Subaru and they towed the car to the  Day West Liberty Pittsburgh dealership.   The turbo had died.   Further, the Columbus service department hadn't replaced the cover on  the engine so everything was exposed, leaving me wondering if the  engine had even been reassembled properly.  (Columbus later sent the  cover to Pittsburgh by mail).

A friend drove me home (4 hours) and the Pittsburgh service  department manager, Keith Hipkiss, worked with Linda Fouch at the  National office and did a fantastic job:fixing everything eg. Turboconducting a free 60,000 mainentance serviceand overall reassuring me of the quality of Subaru as a car and as a
business.

I can't thank them enough, and thank you for hiring people like Linda and Keith.

Gratefully,

Kelly Kullberg

Kelly K.

If you are coming from Downtown, we are just minutes from the Liberty Tunnels, right next to Wendys, ask forSubaru Steve Morton , Internet Manager, 412-343-1600, smorton@dayauto.com

Subaru Steve Super Saturday Special !