"Just purchased a 2017 WRX, first new car purchase in my life and I couldn't be happier. Let's skip the car review, as we all know it's as powerful as it is sexy.
I can't say enough good things about the sales person Phil Hines and his manager Colin. It all started when I walked in on a Sunday about 2 months ago. They were short staffed and loaded with customers, however Phil fit me in on the fly and let me test drive a WRX within 10 minutes of walking in. I absolutely loved the car and at the time owned a Honda Civic.
After having my car appraised by the dealership, it was clear that I would get more return by selling it privately opposed to trading it in. Without any pressure to trade in my car or buy the WRX, Phil offered to wash and vacuum my Civic for free to help me sell it privately. Sure enough, as promised, I arrived the following day and he delivered on his promise, again without any sales pressure.
Over the course of 2 months, I endeavored to sell my civic. Phil kept in touch, though I'm pretty sure I contacted him far more than he did me, to ensure he still had a WRX in stock! I finally sold my car and was ready to purchase a WRX.
I promptly contact Phil to arrange to come in, however again it was very last minute on my part (due to shear excitement to get out of a civic and into a WRX). Nonetheless, I was well accommodated and he got the ball rolling.
I wasn't able to pick up the vehicle right away and was rather busy that weekend so the transaction had to wait until Monday. Phil and Colin helped me out yet again by giving me a loaner car for a couple days free of charge until I could come in and sign over the WRX.
I will be writing a formal commendation to both Jim Pattison and Subaru Canada, as this is the customer experience and sales model they should aspire to have throughout the organization.
What more can I say other than I am impressed and will be referring friends, family and colleagues to Jim Pattison Victoria Subaru.
"In May 2016, I brought my 2014 Subaru Forester in to have a front strut checked. Within minutes of leaving the dealership, the vehicle started to make noise. When I arrived home I immediately called the Service Advisor. He told me that when a strut is examined, the gas could leak out of the strut and make noise, but he told me it was safe to drive.
When I took the vehicle back a week later for the strut replacement, I was told all the wheels were loose and driving it damaged the wheel bearing. It was an additional cost of $567.00 to repair it. I spoke to Tom, the Acting Service Manager, he was rigid and uncooperative. He made an antagonistic comment saying "you are accusing us of sabotaging your vehicle".
I spoke to the General Manager who offered me a free oil change. I won't be taking it in for a free oil change because I do not trust this Service Department. I spoke to the President of the Jim Pattison Group in Vancouver. He was also very rigid and claimed the dealership did not loosen the wheels. He sounded like a bully, and while I was on the phone with him, a woman was on the line saying they support his decision to not reimburse us for the additional cost of the damaged wheel bearing.
My vehicle did not make any noise before the initial visit to Frontier Subaru, and I believe the wheels were loosened at the initial inspection of the strut. They have repeatedly denied that the wheels were loosened in their Service Department. The fact that the noise started within minutes of leaving their dealership, and the fact that my wife and I were driving an unsafe vehicle did not matter to this dealership at all.
They refused at every level to take any responsibility. This service attitude contrasts widely with other dealerships in Winnipeg who will go out of their way to make sure a customer is happy. Although we like the vehicle, we will not buy our next vehicle from the Jim Pattison Group."