Worst experience trying to close a lease buy-out. Dealt with Chad Bernard who itemized the following for a lease buy-out: Air & Freight $100, Misc Fee $279 & Lease Buyout Fee (LBF) $699 for a total of $1078 in fees. $1078 to close out a lease! This does not include a safety check or any fees associated with registering the vehicle. The buy-out fees seemed unreasonable.
When asked, Chad promptly dropped the fees for Air & Freight and Misc - citing that they were put there by mistake. I would expect that at a minimum that in preparing the invoice it is checked (or it's an attempt at trying to fleece the customer).
When asked about the $699 Lease Buy-out amount, he said this the standard dealership fee. When challenged that there was no provision in the lease agreement for this fee, he came back with the standard response "we've been doing this for three months". In email correspondence, Chad represented himself to be the Finance Manager (he's a sales associate); just be honest in your dealings. When pressed on the LBF, he was going to refer me to his Finance Manager! When it appeared that we were not going to close at $699, Chad began to get rude and interrupt me. Not how I expect to be treated as a customer, not how I will tolerate being treated as a customer. I asked him to have his Finance Manager, Giulia Calderone, call me back. I also left a message for her on her voice mail; two messages in all. A customer should not have to much more than leave a message for a call-back. As of ten days later, no call from Giulia at Ogilvie Subaru.
I called Toyota Credit (they handle the leasing for Subaru) asking if I could settle the buyout with them directly thereby avoiding the LBF. They advised that they are not equipped to handle this kind of transaction; I was told that it needed to be done through a dealership. What I did find was that the file could be transferred to another Subaru dealership that has a lower LBF.
I spoke with a very pleasant and courteous Mark Evans at Otto's Subaru: their LBF was $299! A safety certificate was required to do the change in registration but Otto's would accept a safety check from any licensed garage ( Ogilvie was pushing to schedule me in for a safety to be done in-house). I called Toyota Credit and had the file transferred to Otto's and in the process kept almost $800 in my pocket. (Toyota Credit advised that the standard LBF fee at any Toyota or Lexus dealership is $300). So to paraphrase the catchphrase from the Seinfeld episode "No soup for you!", - no cash for you (Ogilvie)!
The original ownership needs to be provided to the customer at the time of lease or purchase; the license ownership in the glove compartment provided by Ogilvie's, was a photocopy; I requested that Otto's to get an ownership replacement, which was completed at an additional fee.
It pays to call, educate yourself and shop around. There is no reason to tolerate poor customer service even in a small city like Ottawa; if you're keen on a Subaru, check out Otto's Subaru or Subaru Gatineau. There there are always options out there. All told, an extremely poor experience with Ogilvie Subaru and I suggest you look elsewhere.