Suburban Motors

Absolute clown show. Do not waste your time or hard earned money here because the service department simply does not give a xxxx. Case and point: 2021 Bronco. 35,000k Do not waste your time or hard earned money here because the service department simply does not give a xxxx. Case and point: 2021 Bronco. 35,000km on it. Took it on it's very first major road trip from Victoria to Calgary and upon leaving Calgary the windshield washer pump stopped working. Was forced to drive back to Victoria with no windshield washing fluid, so I used a Gatorade bottle and had to stop on the side of the highway every 20 minutes to clean the windshield. Called Suburban on my way home to make an appointment. Mid-winter you'd think something like this would be important because of safety issues, but the standard "we're booking 3 weeks out right now" response was still issued. So, booked the appointed and tried waiting but a week after I got home more sensors showing errors on the dashboard. Called to update the service appointment, but a week past that the Bronco became completely undrivable so I took it straight to Suburban and let them have it. Two weeks went by without any word. And this is now past the date of my scheduled appointment. Called, and called, and got the impression that I was just being annoying but in the meantime I'm paying $50/day for a rental while they try to fix this piece of xxxx. Finally I get a call that there's saltwater in the fuse block, and it'll be around $1000 to fix because they aren't covering it under warranty. I ask "how did that happen?" and they don't have an answer. But i'm on the hook for the repair. On a three year old vehicle, with 35,000km on it. I finally agreed to pay it and decided that I'd go after them once I got my vehicle back. Another week and a half goes by and I call... they still haven't fixed it. So I get upset and talked to one of the service managers, Murray. Murray is just a ray of sunshine, let me tell you what. He was combative from the start, acting like I'm inconveniencing him for making him do his job. He comes back and says "WELL FORD AIN'T GONNA PAY ME TO FIX IT, SO EITHER YOU'RE PAYING FOR IT OR ICBC IS PAYING FOR IT!" And THEN I get a call from the service advisor, Liam, who advises me that when they ACTUALLY looked at it three weeks later the water damage is much more significant than expected and now it's gonna be around $7000-$8000 to fix this lemon. Long story short, I called Murray again and the end result was him yelling at me "WELL THEN TOW YOUR xxxxIN BRONCO OUT OF HERE AND TAKE IT SOMEWHERE ELSE". So I did. But that's the funniest part. I was told the Glenoak Ford service department was much better (same company though, Carson Automotive) but it wasn't. I made an appointment after I towed the Bronco from Suburban to my driveway, and there was a 3 week wait time. Sure, great whatever. They told me to bring the Bronco on Feb 8th. I got it towed over there on Feb 7th. Two weeks later I called for an update and was advised that it hadn't been looked at yet (even though the engine was already disassembled and all they needed to do was take some photos for ICBC) and was told "hey man, I've got vehicles that have been here for 3 weeks and more" so I was told to wait my turn. After 19 days I called Ford Credit and told them to take their Bronco back. Luckily I left both sets of keys in the cupholder because I figured this is what is was going to come down to. Now, my credit will be f*cked because of this clown show that we call the Carson Automotive Group. Please, do not buy anything from these idiots. You are just setting yourself up for failure. More

Traveled by transit and ferry from Port Moody BC to purchase a used vehicle from Suburban Motors in Victoria. The salesman met me at the Swartz Bay Ferry Terminal and I did my test drive from there bac purchase a used vehicle from Suburban Motors in Victoria. The salesman met me at the Swartz Bay Ferry Terminal and I did my test drive from there back to the dealership. Kevin Muloin answered all my questions regarding the vehicle on the previous day, emailing me extra photos, the CarFax Report and the Inspection Report, which included a list of all repairs done during servicing. As a senior citizen, I appreciate the time, effort and kindness exhibited during my purchase. Thank you Kevin! Richard Coombe More

Avoid at all cost. Useless. Unprofessional. Will not help out a returning customer. Avoid avoid. Kevin and rob sold me a lemon. Kevin knew how much I wanted an ex Useless. Unprofessional. Will not help out a returning customer. Avoid avoid. Kevin and rob sold me a lemon. Kevin knew how much I wanted an explorer he found a used one for me. I was fine with that. Not only they sold me a suv with bald tires all the way to sway bar which is illegal they sold me a car that had a fried battery as well. I only had the suv for three days and it died in my drive way. The last 9 months I have nothing but problems with the suv. The repairs are costing me more and more everyday! When I reached out to Kevin and rob they both said it’s not thier fault. Which this case it is. They took advantage of a single working part time mom just to make a sale! And now them and ford won’t own up to thier mistake! No apologies nothing. Refuse to make things right. No reaching out to give me something different in my price range. I would avoid this dealership at all cost. Don’t go here it’s not worth your time or money. They don’t value customer service at all. More

Waited 361 days for the service department to order and install seat heater in my 2019 Ford Raptor (black) (Yes, almost a year) Warranty on that (Black Raptor ) ran out just after. Other stuff wrong did install seat heater in my 2019 Ford Raptor (black) (Yes, almost a year) Warranty on that (Black Raptor ) ran out just after. Other stuff wrong didn't get fixed. Was that the plan they had all along.??? Now I'm dealing with more incompetent Service department issues. Took in second 2019 (Raptor blue ) for more warranty issues Yes just like the last one. No Surprise as usual they had no record of truck ever being inspected or even being at dealership, Claim truck has no warranty & over its mileage. Funny the paperwork from purchase shows lots of warranty and very low mileage 24.000km What they can't read ??? Or was it the manager was confused with the odometer reading and colour of the trucks ? was it that hard to look up the Vin.# wasn't aware it's the customers job to take them by the hand and teach them the difference. Same year 2019 both Raptors (blue & black) So don't take anything to Suburban motors less your ready to go to war with them. Unfortunate for them I was prepared for the Inevitable screwups for the last 7 months on this Raptor (blue) Waiting for answers that never came from the management . With the last 7 years of Problems with suburban incompetence with the last new 5 vehicles mostly (Bodyshop) screwups I kept all interaction and conversations (papers & recordings) At this time Feb17 2023 I'm told The same manager that had no record of this truck ever being at Suburban will be ordering a driver side seat heater. WOW. What happen to no warranty.? Not bad let's see if they can do it in under a year this time and not cause any other damage to the truck. They still have 2 more issue to deal with that they think they will dodge doing it. Electrical light problem in cab and fault Raptor decal package Filed report with Ford Canada customer service. Next will be to BBB. Won't be stopping at that. Best part my wife just picked up a new 2023 Ford Raptor and yes more problems. No pre-inspection before truck was sold off lot no second working key fob , glue on front window broken zipper on leather seats and the list goes on with the problems. More than likely, it's going back. See a pattern with the Carson auto group doing its bare minimum for its customers. trying to Weasel out of their duties. If you need a Ford go to the mainland or up island to buy it . Save your money and time. Don't deal with Carson auto group More

The WORST service and sales experience of my entire life. Rude and they treat customers with total contempt. They are disgusting. Rude and they treat customers with total contempt. They are disgusting. More

After purchasing a 2021 Mustang Mach E, then realizing it was the wrong vehicle at the wrong time for me personally, I went back to Suburban Motors of Saanich on Vancouver Island and traded the 2021 Mustang was the wrong vehicle at the wrong time for me personally, I went back to Suburban Motors of Saanich on Vancouver Island and traded the 2021 Mustang Mach E after only a short six months, for a 2021 Mustang Ecoboost, which I love. Only this time, the sales experience was brutal and why this review went from five stars down to one. It all started with the pick up. I noticed that my new Mustang did not have all weather mats included, the first time ever in all of the new cars I have purchased, including many Ford's and Mustang's, so my salesman, Matt McLennan advised that I should stop into the parts department, which I did, then was treated to a very unpleasant employee that told me, they do not stock all weather mats for the 2021 Mustang and that ordering them would take several weeks, so I left. After I spoke with Matt, he didn't say much, but did say to enjoy the car and text if I had any questions or concerns. I returned to Richmond and went to order the mats from another Ford dealership (the mats arrived in three days), seems kind of cheap to me that a dealership wouldn't include a $250 item for a returning customer, but whatever, I went on with my day. As my new deal closed on November 30th, I was shocked to learn that an additional payment was taken from my bank account on December 2nd for my old loan on the Mach E, so I immediately contacted the financial manager at Suburban Motors, Peter Atwal, and was eventually told that I needed to deal with the financial institution in question on my own as his "hands were tied". Missing close to $500 from your bank account so close to Christmas is a real letdown, but Suburban Motors appeared to care less about my concerns. As I write this updated review, on January 12th, the matter is yet to be resolved. I did receive a call from Justin Sotkowy, another manager at the dealership offering a free oil change, so that's something I guess, considering I live in Richmond and traveled to Victoria to Suburban Motors only because, I really did have a great experience just six short months prior, but now it seems like a total waste of time. Now back to my sales associate, Matt McLennan... he mentioned, as all sales associates do, to text or email him with any questions, so I did, concerning the fact that my Ford Rewards points were not added to my account a month after purchase. I texted and emailed several times, with zero response. So here is the conclusion that I have come to... If you purchase or lease at Suburban Motors of Saanich, you will get the rush in and out and you better hope that you don't have any additional questions or concerns after purchase, because your inquiries will fall on deaf ears and your emails and texts will go unanswered. So much for being a customer for life. I would say to avoid this dealership like the plague, but in todays world, that doesn't matter much, almost like the way Suburban Motors feels about their customers after the ink is barely dry on the contract and money has changed hands into their account. You can do so much better than Suburban Motors. Sincerely; Murray Wasylnuk More

I took my 2011 f150 in for a tune up new plugs oil etc and ask them to check out the tpms as the light was on and the tires were at proper pressure, well hundreds of dollars later and after putting in a n and ask them to check out the tpms as the light was on and the tires were at proper pressure, well hundreds of dollars later and after putting in a new module it still doesn't work and they want to put in another module without knowing if that will work and they say they can't test the module to see if it's faulty , so I guess they don't know what there doing and just want to throw parts at it and hope it works . I just bought a new 2021 truck from them and it will never be serviced at this dealer. I do not recommend Suburban motors service department. More

Worst dealership in town! They do not stand behind their work and will give you the cold shoulder if you have any issues. Albeit, the work done to my vehicle was a recall few years back however I have j work and will give you the cold shoulder if you have any issues. Albeit, the work done to my vehicle was a recall few years back however I have just learnt that Suburban did not complete the repair correctly, and now I am on the hook for 1000k repair. Even though there Is clear evidence that this repair was incomplete and done wrong, the dealership will not take responsibility. After speaking with the dealership manager, Ian Jones, I am convinced he is the reason for such poor customer service in the entire location. He was very rude, condescending, unprofessional, and did not care about his work and the safety of his customers. I will never recommend suburban motors to anyone. Very poor customer service. More

I've taken my vehicles to Suburban for repair Now and then over the last 30+ years and have always enjoyed the consistent professionalism and customer consideration provided by all their service represen then over the last 30+ years and have always enjoyed the consistent professionalism and customer consideration provided by all their service representatives. I recently (during COVID-19) dropped off my wife's vehicle for a quick fix and was mildly surprised that they had their building closed for waiting (there was no sign or posting of their policy on the door). Another customer was waiting outside so I decided to join her (6'+ away). After a while another customer arrived, obviously with similar circumstances and requested a chair, which was provided. The chilly 3 degree weather and their seemingly arbitrary customer consideration had me text my annoyance to my wife, who then called the manager to politely express her disappointment with communication and consistency of policy. Manager Ian Jones was only able to condescendingly ask her if she knew there was a global pandemic. After the call he then decided it was time to come outside and ask me the same question. I'll use this opportunity to apologize to Mr. Jones and his staff for not handling his snarky condescension nearly as well as my wife. Simple put, the virus seems to have caused Mr. Jones to forget his professional mission as "service" manager. I'll be generous and allow that he was - like many in these strange times - overcome by irrational fear. More