Richmond Subaru

I have a 2011 Subaru Forester and recently I had it serviced at Subaru Richmond BC where I always went for maintenance since I purchased my Subaru over a decade ago. This time, I went there to have my serviced at Subaru Richmond BC where I always went for maintenance since I purchased my Subaru over a decade ago. This time, I went there to have my aircon fixed together with the regular maintenance. To have my aircon problem finally fixed, I had to come back to the dealership 3 times, with each occasion lasting from 2 to 3 hours. I was given an impression by the service representative that since the dealership is always swamped with customers, I had to make myself available as early as I could so as to make sure he could get the technician to work on my vehicle, but through his efforts, I can be assured that work will be done. On the 3rd appointment, when the replacement part (condenser) finally came and needed to be installed, I was initially told that it would take about 3 hours of labor. I was assured by the service rep (in a hushed tone) that he will try to get me discount for the labor. When the day came for the 3rd appointment, work was done to the vehicle. I had been given the assurance that the aircon was finally fixed, thus paid my “hefty” bill (even after the $80 discount). Upon driving the vehicle to work after I left the dealership, I noticed the aircon was still NOT working so returned to the dealership to complain about this. This time, I was allowed to drive the vehicle directly into the work area. To my surprise, most of the technicians did not seem as busy at work contrary to the impression the service rep had always suggested, and a few of them even were available to congregate and check on my vehicle. Upon acknowledging the obvious fact that that the aircon was still not working, one of the technicians “tapped” with his hand one of the electrical relay/fuse. Lo and behold, the aircon worked after the tap. Instead of feeling pleased that the aircon worked, this left a bad taste in my mouth. It dawned on me, this gut-wrenching possibility that maybe, the problem was just the electrical relay all along and not the condenser that was replaced. I then asked to talk to the service manager to let him know of my concern. After telling the service manager of what I thought, the service manager of course defended his dealership’s course of action and said that there was indeed a leak at the condenser and that it really had to be replaced. I said, surely there was no way for me to prove or disprove my suspicion since I am not a technician. However, the mere fact that right before my eyes, a mere tap on an electrical relay made the aircon function, made me lose confidence of the initial diagnosis that a leaky condenser was the problem. Perhaps the electrical relay should have been the first to have been checked in the initial diagnosis. I also raised with the manager my annoyance because after 3 appointments the technician released the car with the aircon still not functioning as it should. What made me even more upset, was the manager seemingly suggesting that they may not even have that relay in stock to replace this “faulty” relay that was functioning intermittently. Only after conveying my clear objection of the prospect of having to come back again for the 4th time, one of the technicians suggested to the service manager that a replacement part can be sourced internally and immediately. After about half an hour, my Forester was later released with a functioning aircon. As a testament to my overall disgust at the dealership’s incompetence in diagnosing the problem, not to mention the 3 appointments I had to make, the total bill for this aircon problem amounted to $1,327.65. Unfortunately, in the course of having to spend this much money, I also had to witness their incompetence at their job, and also their lack of respect for my time. More

Ali provided his professional advise on our car choices and making the whole process extremely pleasant! He was always reachable when we need his help, very friendly and efficient. and making the whole process extremely pleasant! He was always reachable when we need his help, very friendly and efficient. More

I would only recommend if Sarah Tran Still in service department She is the best since before her I had so much problem with service department Lack of knowledgeable staff and poor customer service w department She is the best since before her I had so much problem with service department Lack of knowledgeable staff and poor customer service was so frustrating from 2020-2021 . I reported to Subaru Canada I wish Sarah would not leave but she did for whatever reason I’ll surely miss her knowledge , customer service Dean is the detailing guy , he’s the best my next go to person. I hope he stays I’m just thinking without Sarah I might take my forester somewhere else to get service More

We leased our second Subaru Outback from them after considering Volvo and VW. Recognizing that this is a wide range on the quality spectrum, Subaru won out because they were just so nice and helpful. O considering Volvo and VW. Recognizing that this is a wide range on the quality spectrum, Subaru won out because they were just so nice and helpful. Our sales person was Benson and he made the buying experience with Subaru second to none. The other car dealers tried to force cars we didn’t want on us and add car packages that weren’t for us. I highly recommend. More

Just thought I would warn people about the shady practices of this dealership. I recently put a deposit on an incoming Crosstrek after speaking to Sales person named Ben over the phone. He was a tad practices of this dealership. I recently put a deposit on an incoming Crosstrek after speaking to Sales person named Ben over the phone. He was a tad bit pushy but nothing I couldn't deal with. Even after I had placed the deposit he was subtly threatening to cancel my deposit if I didn't come and close the deal. I found that a bit rude but being that cars are in short supply I still went to close the deal and arrange for payment. When it came time for all the final numbers he presented me a number that very over inflated. I asked why so much when the Subaru website was a lot less and told him break down everything. Turns out they were trying to juice me out of $1700 in Phantom Fees. I mean one was preparation fee. Total scam. Guess they thought I wouldn't catch on or because the low supply of cars that I would agree to it. Shady ! I left that place pretty quick. Ended up buying one from Kelowna Subaru. They didn't charge anything extra. I also talked to a Subaru dealership in Nanaimo that was very accommodating and was willing to sell one with out trying to rip me off with phantom fees. Anyways I just thought I would put my experience with this dealership and hope it stops other people from being scammed More

Jason was a pleasure to deal with. Also liked that I could get a shuttle ride to Richmond Centre. Also liked that I could get a shuttle ride to Richmond Centre. More

Stay away from the service department at this dealership. They totally took advantage of my wife. She was in to get a muffler replaced which on a forester is a 30 minute job. They charged her $224 labor. Tol They totally took advantage of my wife. She was in to get a muffler replaced which on a forester is a 30 minute job. They charged her $224 labor. Told her her rear brakes were worn then replaced both calipers, both rotors and pads. This vehicle has been well maintained by a different dealership in the interior since new. There is no way both calipers and both rotors needed replacing. An unethical shop that will take advantage of an elderly lady. Shame More