Richmond Subaru

Surprisingly Disappointing! Had heard great things about the dealership from non family and friends I had come across during my workday. Two different random people had bought o Had heard great things about the dealership from non family and friends I had come across during my workday. Two different random people had bought or leased from them and were very happy with their experience. From those shared experiences I responded to an ad from this dealership. Was responded to quite quickly by Jordan Lyons who was professional and non pushy. Decided to come out to see or possibly test drive a lease return 2017 forester. After driving out to see the vehicle, somehow they couldn't find the keys to the vehicle from the posted ad. So I checked out a model that was higher then I wanted. Returned a second time to test drive the forester and again it wasn't available. So I took a higher model for a test drive. This time Jordan wasn't in (he said he would be but no big deal) so I went out with another salesperson who was polite and non pushy. After the test drive, Met the sales manager/finance person Reza who was way beyond excited to close a deal. Told him I would talk with family and send him an offer after a family members big dinner party. Texted Reza the offer and he said he couldn't accept and that I should come back in and we could work something out. They never countered with something they were comfortable. No number just talk. No way I was wasting my time a 3rd time and driving out for that nonsense. Went to another local dealership and ended up purchasing a new forester same model for for same price all taxes financing factored in as they wanted to sell me a lease return one. Shame my experience was so different from the other people I had heard from. Would not recommend this dealership to my friends or family. More

Poor Communcation! A long and arduous story....My Experience with Richmond Subaru! Generally speaking, I am a very patient man, but this dealership (management)has pu A long and arduous story....My Experience with Richmond Subaru! Generally speaking, I am a very patient man, but this dealership (management)has pushed me to my limits. Some of this story is a venting session for me as communication is everything and the management lacks communication skills. I bought my 2016 Impreza from this place because of a positive experience I had with the salesman(Scott) later the sales manager (at the time of the sale). The sales process was less than great in my case, but it was resolved by someone (unfortunately I forgot his name, I was told the owner). The deal was already worked out. Just needed to complete the paperwork. My opinion is it was poor communication between a salesman over who gets to see the finance department people(I was not financing). ( I decline to name the salesman involved...its not worth the aggravation!My salesman was fine.) I was given, "Oil Changes for Life" as long as I owned the car as compensation for my fustrating experience. It took almost 3 hours to complete the paperwork. The owner told me you won't have to do a thing, we have a great service department and it would all be entered into their computer. Great I thought! I didn't even have to express my displeasure as he had witnessed it all. I thought this was not a pleasant experience, but he was being very generous to resolve this issue this way. I was thinking this guy knows how to communicate! Now, a year later almost and every time I go in, I get challenged on whether I should get a free oil change. They all say its part of a lifetime oil change service (paid service plan which requires regular service and then an oil change is free) for which a certificate is issued. The certificate explains the limitations and restrictions. Each time I ask then where is my certificate, if this is the case as I was never given one. Each time, I am told, I don't know. It was probably forgotten. On both occasions they say they will look into it and get back to me. Well on this second occasion, I asked for someone to specifically get back to me as I wanted this sorted out one way or the other. I just wanted to know what exactly I was supposed to get. I was told that day there were no managers present and was told to talk to someone named, Dicken Lau. This person shall we say lacks any customer service skills. We are standing in the service department and he is yelling at me and explaining to me about the lifetime oil change service. I keep repeating that I am not deaf and could he please lower his voice. (This was witnessed by all of the service staff) I told him, I did not buy this service and no one has ever given me this certificate. I ask him to please get me something in writing to explain what I am supposed to get to sort this out. This is witnessed by the service advisor, (Quinton who is probably one of the most professional persons I have dealt with there). He and the receptionist actually apologized to me and my wife for the yelling after. Anyways, long story short, Dicken promises to contact the owner/senior manager to sort this out and get back to me. I thought, ok sounds reasonable. Well, after 3 1/2 weeks nothing. So I call, No Dicken available. No managers available. I unfortunately tell the whole story to someone named "Jim". Not sure of the name and he said he would talk to Dicken to find out what is going on and get back to me within a few days. Nothing for 2 weeks, then I call again. No managers available yet again. I drop in while running some errands a few days later. No managers again. The kind receptionist and Quinton noticed that I am upset yet again with no returned calls by anyone. The receptionist takes it upon her self to ask for my information so that the service manager can contact me when he comes back. I get a call back later. At this time(in this super long story), I just want to say is that common courtesy is that if you promise someone something(like a call back)...follow through. If there is perchance an issue, then I would expect a courtesy call to atleast say there is a delay or explain the issue. We all know stuff happens, but to be ignored is outrageous! I talk to many friends who have bought subaru's in the last few years and I always used to tell people about my experience at richmond subaru minus the hiccups and how it was resolved, but I always said that they were reasonable. Unfortunately no longer! I also have to state at the best of times, I hate driving in richmond. the drivers are crazy...I doubt some of them have a license. (back to the story) After some telephone tag with the service manager(Mathew I think that name was), we talk (I tell the story yet again) and he promises to look into the matter and talk to the owner. I do get a call back and long story short my “free oil change” is subject to the certificate program. Ok. Not what I wanted, but atleast a decision finally. I accepted it. I asked if he could mail it to me. He said ok. It is now August 2017…this whole thing started in March 2017 and I still don’t have the oil change certificate information. Now I don’t recommend Richmond Subaru for anything…just safer that way! More

Seamless perfection Jordan was friendly, helpful and knowledgeable along with everyone at the dealership. No pressure sale as well, and he was very knowledgeable and pers Jordan was friendly, helpful and knowledgeable along with everyone at the dealership. No pressure sale as well, and he was very knowledgeable and personable. Highly recommend dealing with Jordan and this dealership. Thank you! More

Lease end return surprises I was returning my 2015 Forestter at end of my 3 year lease. The sales manager started my lease contract 3 years ago sold me the lease end protection I was returning my 2015 Forestter at end of my 3 year lease. The sales manager started my lease contract 3 years ago sold me the lease end protection, telling me that I would be able to return the vehicle worry-free at end of my lease. Apparently it was not the case when the day came. I was charged over $500 for some dent and bumper chips for the sizes exceeded certain limit. It was not a nice surprise. But one employee at the dealership made the experience more bearable. His name is Nat Berhane. He shows genuine care for a customer and was very attentive to me during the entire process. Nat will be the sales person I recommend to my friends and families. More

Awesome experience while buying my first Subaru! Just purchased my first Subaru, a Crosstrek from Mike Lee. He was fantastic. I had reached out online late on Sunday night and he reached out to me Just purchased my first Subaru, a Crosstrek from Mike Lee. He was fantastic. I had reached out online late on Sunday night and he reached out to me first thing in the morning while he was at home with his family. I was hoping for a quick and efficient experience as I live a couple hours away from Richmond. He was great. Followed up, was responsive and reliable. I drove my new car home that night. Less than 24 hours between an email inquiry online to driving away in my new Crosstrek. More

Love the 2018 Crosstrek Great job Jordan. Thanks for all your help. It was a pleasure dealing with you. The Crosstrek is a pleasure to drive. Keep up the good work!! John Great job Jordan. Thanks for all your help. It was a pleasure dealing with you. The Crosstrek is a pleasure to drive. Keep up the good work!! John & Linda More

Great Experience My experience with Subaru Richmond was definitely a pleasure. Working with Mike Lee was great and he was very patient with my many inquiries. He has p My experience with Subaru Richmond was definitely a pleasure. Working with Mike Lee was great and he was very patient with my many inquiries. He has provided excellent service, made the paperwork and trade in simple and got me a great deal on my new 2018 Crosstrek. Would definitely come back and highly recommend! More

Excellent car buying experience at Richmond Subaru. Had the pleasure of meeting and working with Mike Lee of Richmond Subaru. Mike was very helpful in helping us choose the right Subaru for our family's Had the pleasure of meeting and working with Mike Lee of Richmond Subaru. Mike was very helpful in helping us choose the right Subaru for our family's needs. Communication and follow up was outstanding, and we can really tell how much he values his customers and prioritizes customer satisfaction at all times. After we negotiated a price, the paperwork was quick and painless. The dealership itself is small but comfortable. Parking was a bit tough but it shows how busy they are. I have not have the chance to visit their service centre but will post a separate review of that later on. If you are looking for a Subaru, go see Mike Lee. More

Richmond Subaru I've been driving Subaru's for the past 4 years and previously tried multiple dealerships before landing at Richmond Subaru. Since the beginning, the I've been driving Subaru's for the past 4 years and previously tried multiple dealerships before landing at Richmond Subaru. Since the beginning, the sales staff have been extremely friendly, helpful and loaded with information. The follow up or "after purchase" with both sales and service departments are fantastic, everything with this team feels sincere without the "cheap car salesman" approach. Overall it's a great dealership, and I'm always happy to bring my car in for regular service and to speak with sales. Highly recommended.... Regards, More

Good service We purchased a Subaru from this dealership shop today The service was friendly and attentive with good attention to detail throughout.Even though they We purchased a Subaru from this dealership shop today The service was friendly and attentive with good attention to detail throughout.Even though they were very busy MIke stayed with us to answer all our questions and demonstrate the features of the vehicle. The dealership was clean and well organized and we were always well informed.The staff wet professional and courteous More