Gurley Leep Service Department in Mishawaka, IN, lacks integrity, honesty and competence. They spent 6 days trying to diagnose a defective power door switch, damaged the window motor and regulator, lied, and charged Subaru and me, over a thousand dollars for work done on damages they did to my daughter’s car. Additionally, most of the auto reviews I’ve seen for this Dealership, following my dealings with them, have them consistently rated poor. Even the Better Business Bureau has them rated F. If they are willing to cheat their own distributor, Subaru, I suspect they will not think twice about cheating you. I would never recommend them to anyone. Recently, I had my daughter bring her 2014 Legacy to the Gurley Leep Service department in Mishawaka, at the recommendation of Gates Toyota Service Department, because Gates could not fix the problem with the driver’s side door locking device, despite trying to replace the power door switch. To Gates’ tremendous credit, they recognized their limits & recommended that a certified Subaru Service Department diagnosis would be needed to resolve the problem & did not charge me for their effort. They provided me with information about what they did, indicating it was not a problem with the wiring or the driver’s power/window door switch. This information was shared with Steve Gagyi, service advisor at Gurley Leep Subaru, in hopes that it would expedite the diagnostic process. The Gurley Leep service department took 4 days and 2 different switches to decide it wasn’t the wiring or the switch that was the source of the problem (when it only took Gates half a day). As my daughter was leaving for college, the next morning, we could no longer leave the car to be further serviced. Steve reported to us that according to a master technician that the Main Body Control Panel (BCM) was the problem. Upon arriving home, my daughter discovered that the driver’s door window was now not working correctly. When we complained, Steve reported that they were not responsible, because it was the degrading BCM issue. Subaru Customer Retailer Services spoke to Gurley Leep’s service department, and informed me Subaru would cover half (about $500) of the cost of replacing the BCM, which I found to be generous, and a willingness to stand behind their product. The next time, my daughter was in town, the car was dropped off at to have the BCM replaced. At the end of the day, Steve reported that indeed the BCM was damaged, but now they needed another day to replace the regulator and motor for the driver side window and to revisit the wiring issue. I was surprised by this new development and asked why this was needed and who would be paying for these additional repairs. He reassured me that it wasn’t an issue and that Subaru was OK with these additions, and there should not be any additional cost to what was agreed on. I was, greatly surprised when we went to pick up the car the next day that the repair account statement did not reflect a replaced BCM. Instead it itemized the following: $348.25 for the regulator and Motor Assembly; $53 for the passenger door switch; $600 for labor & $79.93 misc. Of course I could not believe I was still charged $1,101.25 ($600 to me and $500 to Subaru). The actual invoice stated: “ Customer states replace BCM. A... at Subaru Handling case. Subaru to pay 500. Upon further diagnosis, found wiring issue that led to bad RF window switch. Replaced RF window switch and all functions normal.” Not even the mention of replacing driver side window regulator and motor that they damaged. When I contested this, Nate Johnson, the service manager, reported that this was the best they could do considering they did not damage the window motor assembly, and it just happen to fail, coincidentally, while they were working on that door panel for 4 days. Nate, the same person who implied I wasn’t looking out for my daughter’s safety by not getting the BCM replaced. He shared that the original technician was a level C, maybe B-, who initially worked on the car, before a level A technician was assigned. He acknowledged that the wiring wasn’t the problem, but made sure any loose wiring caused by all the tinkering, prodding and testing was tightened. He noted that the true fault lay in a dysfunctional passenger side door switch, that when replaced solved the issue. He blamed Subaru’s technical department for implicating the BCM as the culprit. He did not respond to why Steve led me to believe the BCM was damaged and replaced, and that Subaru was aware (when they weren’t) of the additional repairs. If they are willing to deceive their own distributor, Subaru, do you think they really care about you. I think not.
— Reggie