Gillman Subaru of Houston Southwest

Dear Mr. Elostaz,

My family has always been a Toyota family until recently when the need for an AWD vehicle came up and we were recommended to try Subaru. I was quite nervous about trying a new auto brand but your Internet Sales  Manager Mr. James Rutledge spent weeks explaining the product to me and I left your company feeling very happy and at ease about my new purchase. I contacted several dealers both here in Houston as well as in Cheyenne (where I'm relocating to) and I finally decided to buy my new vehicle from your company since I couldn't find the same level of excellent customer service or great deal offered to me by Mr. Rutledge anywhere else. My father came along with me when I went to pick up the new car and he was very impressed by Mr. Rutledge as well. We have bought several new cars from other dealers in Houston and we have never had a sales representative who spent as much time with us as Mr. Rutledge did. I know that my family will definitely think of Subaru and of Mr. Rutledge first the next time we need to buy another vehicle.

Another Loyal and Satisfied Customer from Gillman Subaru Southwest

After moving to Nashville and dealing with the local Subaru dealer here I have a new appreciation for what great service we received at your dealership from people like Wally and David (both of them: sales and service). We are seriously considering buying our next Subaru long distance when we turn in our lease in January.

Another Loyal and Satisfied Customer from Gillman Subaru Southwest

Good Afternoon,

My name is Stephen Williams and I would like to tell you just how awesome Wally and Tim have been to my wife Stella and I. We have two Subaru vehicles, a 2007 WRX and a 2010 Legacy. Both were purchased at the Gillman Subaru Houston Southwest dealership. Back in June I was laid off and I was unemployed for about a month and a half. I also had at that time a family emergency that cost me my entire savings. My mortgage company Wells Fargo would only allow my wife and I to restructure or modify our current mortgage loan instead using other options. That left us in a vulnerable position because they also reported on our credit that we were delinquent in our mortgage loan, as if we were refusing to pay our note. Then the worse happened. At the time my wife and I had a Toyota Camry. While driving me to my place of work for a business trip, the Camry failed to stop, even the emergency brake failed when pulled, and the car uncontrollably hit the rear end of another person's minivan from a distance of over 30 yards away. It was like being on a rollercoaster. I will NEVER buy another Toyota product ever again. After the accident a Toyota corporate employee contacted me and only tried to talk me into purchasing a new Camry, offering a large discount and incentives. I refused and I picked up the phone to call two people and an automaker I know and trust. Wally and Tim at Gillman Subaru Houston Southwest and Subaru. I have not had a single issue with my WRX and I know many in NASIOC that do not have serious issues. I also know that Subarus are better engineered, the company is very responsible and helpful, and best of all the cars do not drive uncontrollably as well. Tim told me to just come down and he would take care of us. He had the perfect Subaru Legacy for us and Wally spent hours on the phone going to bat for me and my wife. No one would give us an auto loan because of Wells Fargo's reporting. Wally went way above and beyond his duty and plead a case for us on his behalf. He let the Finance department know that we were good people, we pay our bills on time, and was able to show that we were able to afford the vehicle. Even my credit union thought we were toxic and would not help us. Without Wally's help my wife and I still would not have a second vehicle. Due to our multiple jobs and the fact that we live in Houston, it is impossible to get around town on time anywhere without a vehicle. I will only buy Subaru's and I will only buy from Wally, Tim, and Gillman. We are customers for life and I cannot wait till I am able to get that new WRX as well! Thank you all from the bottom of our hearts.

Another Loyal and Satisfied Gillman Subaru Houston Southwest Customer

James:

I wish I'd bought my first Subaru from you, and I told Subaru that! Hope all is well there. I like your facility so well that I'm going to come over soon for my first oil change on the blue Outback, and also get the recent recall for the ABS housing taken care of--probably in the next few weeks. I'll stop in and say, "hi!"

PS: Steve was over the moon when he got home and saw the green 2.5I LTD in the garage! He really loves it!

Another Satisfied and Loyal Gillman Subaru Southwest Customer

Dear Tim,

It was such a pleasure doing business with you and everyone there.  You all took such good care of me and got me on my way.   I felt "safe" with you guys, know what I mean?  Here I was, a woman alone, in a strange city, picking up a vehicle sight unseen, doing business with people I'd never spoken to before, hey, I was just a little bit nervous.

I can't remember the finance guy's name but he was terrific, too.  I was
afraid I'd get down there and he'd try to sell me all this stuff I really
didn't need (or want), thus increasing my payment.  But he didn't.  Just the
"dent and scratch" deal, which I'm now glad I got.

The two of you are in my heart!  I can't say thank you enough.

My emergency tire kit and jumper cables fit nicely in there, by the way.
Out of sight.  Nice.  I filled up for the first time today and it took way
more gallons than my '99.

I'm going to recommend your dealership to anyone who is interested in a
Subaru vehicle.  Can't wait for the survey!!!

Another Loyal and Satisfied Gillman Subaru Southwest Customer

Mr. York,
I wanted to take the time to write an email about the service I received at the Gillman Subaru dealership at the beltway and 59.  I have never owned a Subaru prior, and I have to say that I was thoroughly impressed with every aspect of my purchase.  Tim Jamerson made me feel like the only thing that mattered, was me getting what I want, and the purchase of the Outback was as simple as can be.  We started with a phone call, and then moved to a test drive and within a few hours, I was driving my new 2010 Outback Limited home.  I cannot express how impressed I am with Tim's ability to work with customers.  He is a valuable asset and I feel completely confident that I will be a repeat/referring customer of his and this dealership in the future.  In past buying experiences, I spent an inordinate amount of time in the finance office getting what I consider to be the hard sale on extras.  I worked with Darrin Jackson, and again I felt like I was the most important person in the office.  He paid attention to everything I said and made recommendations that made sense and I simply said yes.  I didn't feel like I was pressured, but I did buy a 100,000 mile warranty and I didn't feel abused in the process.  That makes me a VERY SATISFIED CONSUMER.  As a customer service manager myself, I know when I see quality service, and I was absolutely blown away at the level of service all the way around at this dealership.  It truly broke the mold from my previous car buying experiences.  I have had the Outback for 2.5 days now and I love it.  It is a great vehicle at a great value, and I am supremely confident in my purchase, largely due to Tim and Darrin taking such good care of me.

Another Loyal and Satisfied Gillman Subaru Southwest Customer

It's been a week, but I wanted to catch up with Juilo and thank him for the complimentary detailing.  My 2003 Forester looks new.  I don't usually give high praise easily, but I have done business with Gillman Subaru Southwest since 1993 and the service department has been a model for customer care and quality.  That holds true for everyone I have encountered, especially in the service department.  While I was waiting for 5 hours for the detailing, I observed a lot of satisfied customers.  This is a rare experience these days to experience the honesty, fairness, thoroughness, and genuineness which the service department exhibits.  "If it isn't right, they go the extra mile to make it right," I think is safe to say and in addition to having a quality Subaru vehicle, I will continue to do business and tell others to do business with Gillman Subaru Southwest for hopefully a long time to come.  If all American businesses treated their customers the way that Gillman Subaru Southwest does, this would be a much better country.  Thanks again, Julio and the Gillman Subaru Southwest Service department!

Another Loyal and Satisfied Gillman Subaru Southwest Customer

Hi Naser,
My name is Nancy Quinn and I am member of the E-Contact Group in the Customer/Dealer Services Department at SOA. We received a message from a Subaru owner complimenting a recent sales experience at your dealership and we wanted to share these comments with you. 
Below, you will find a copy of the feedback we received from the customer. Please share this information with the James and all of those involved with the handling of this customer.
On behalf of Subaru of America, I would like to thank you for all of your efforts. Thank you very much for all your hard work and keep up the good work!
Best Wishes,
Nancy Quinn
Subaru of America, Inc.

---

After a lot of looking around we bought our first Subaru today (a new Outback). I talked to a lot of different car dealerships and salesmen during this process. I'm not sure this is the best forum (I'll also be writing an online review) but I thought there are a few things I should tell you directly. I really hate having to go in to car dealerships, I really hate talking to sales people and their manager(s), but today was different. I bought a Subaru from Gillman Subaru Southwest in Houston Texas. Before going to Gillman Southwest I actually went to their Gillman Subaru North Houston location and was less than impressed and had pretty much given up on their dealership all together; that is until I received an email from James R at the Southwest location. Earlier in the week I had emailed him the information regarding the Outback I wanted, he emailed me back a fair price and the window sticker of the car, I called and set up a time to come view the car and talked to the sales manager Naser (very kind man) went in the following day and bought it. Subaru should feel fortunate to have people like James and Naser as representatives of the Subaru brand. I had not met either one of these gentlemen before I bought my outback, but i left the dealership today wishing there was some sort of award i could give the two of them for making such a notoriously dreaded process simple and easy, thank you again James and Naser. Just thought you guys should know.

Another Satisfied and Loyal Gillman Subaru Southwest Customer

I am writing to thank one of your sales consultants-- Julio-- for having provided superior customer service during my last visit to your dealership. He's very enthusiastic, positive, and patient. It has reinforced my positive experience with Subaru and your dealership. Please keep up the good work!

Another Satisfied and Loyal Gillman Subaru Southwest Customer

To Amir:
As one quick to fire off letters of complaint, unfortunately I am not
always as hasty with letters of praise. This letter is long overdue.
I am now driving my fourth Subaru. All of them purchased with the help
and guidance of salesman, David Nordak. Always accommodating, David has been knowledgeable and at no time have I ever felt pressured to buy. The product speaks for itself and David amplifies it in a most respectful manner. Another reason I continue to patronize Gillman Subaru is the long tenure of the staff. In addition to David, Amir Ghorishi has been with the company since my first car was purchased there where he was always my service advisor. Now as service manager, he continues the personal approach, always making sure things are running smoothly and that I am pleased with the service.  And then there is service advisor, David Di. I would be content with only a quarter of his energy. At all times affable, helpful,  knowledgeable he seems to be everywhere. Always there to update me on the status of my car, he makes any wait seem tolerable. 
Such longevity of these staff members speaks highly of the company.
Trips to the sales and service department has become much like a happy
family reunion and I have every intention of sticking with Gillman
Subaru where sales and service is always so refreshingly personable.

Another Loyal and Satisifed Gillman Subaru Houston Southwest Customer

Amir:
 I have been remiss in writing to you about an event that happened when I visited Gillman for service.
As usual, David and Sean handled my appointment issues with courtesy and thoroughness. As I was driving home, I realized my cell phone was missing. I returned to Gillman and told David and Sean about my problem. Sean took me into the garage area where we spoke with the mechanic who had worked on my car. He had not seen the phone.
David walked with me into the front waiting room where we searched the couch and tables without finding the phone.
I left thinking I must have left it at home. After tracing and retracing my steps at home, to no avail, I called David and told him. He asked me to wait a few minutes. I did. He returned and told me he had the phone. Evidently, when I got up from the couch, the phone fell to the floor and I must have nudged it under the couch out of sight. David raised and moved the couch and found the phone.
Amir, I wanted you to have a record of this incident. I know how important fine customer service is to you and your staff, and to this customer. As you know, I bought my Forester in 2002 from Gillman. I have had every required service provided at Gillman because I like the services you folks provide and the way you treat me as a customer. I have always thought you go the extra mile in serving me. Sean and David both did in helping me and my cell phone get back together.
Thanks to all of you for your fine services.

Another Loyal and Satisifed Gillman Subaru Houston Southwest Customer

Shah:
You will receive top ratings. You made the vehicle buying experience the best we have had in our years of buying cars. We could tell that your focus was on us and not just on your making the sale. The price seemed very fair and the service once we arrived was top notch. If any of our friends express interest in buying a Subaru, we will most assuredly point them in your direction.

Another Loyal and Satisfied Gillman Subaru Houston Customer