Richmond Subaru

Thank you Mike,keep up your good work Mike was very helpful and knowledgeable. He understood of my budget and I had a very smooth leasing experience with him. He explained everything wel Mike was very helpful and knowledgeable. He understood of my budget and I had a very smooth leasing experience with him. He explained everything well and kept me informed throughout the whole process. It was my second car that Mike dealed with us. Thanks Mike, keep up your good work. More

Refreshingly Outstanding Customer Service TLDR: The customer service at Richmond Subaru was what swayed me over to switch from my usual car brand. I mostly dealt with Mike Lee and Michael Nguy TLDR: The customer service at Richmond Subaru was what swayed me over to switch from my usual car brand. I mostly dealt with Mike Lee and Michael Nguyen and they went above and beyond my expectations many times and I'm loving my new CrossTrek! I was shopping for a new car on lease. I visited the Subaru dealership and despite being indecisive, I received no pushy sales pitch. They know that their vehicles speak for themselves. After a quick test drive in the 2019 CrossTrek, I left the Subaru lot the first day with the intention of test driving other vehicles from my usual brand of car before making a decision. Upon entering the other dealership, I realized the stark contrast between the two dealership's level of customer service. I was on the fence about switching to Subaru, but I fell in love with the CrossTrek and the impeccable customer service at Subaru was the icing on top. So I went back to Subaru the next day with the intention of purchasing the 2019 Subaru CrossTrek. Mike, Michael, and everyone I interacted with were super friendly, attentive, and made me feel like a valued customer - perhaps more like a new family member. Everyone was very patient and well-informed about questions I had. Besides being offered the usual coffee or water, Mike went above and beyond and went out to grab my aunt and myself bubble tea while I was working out some financials with Michael. While speaking to Michael, he gave me some freely-given advice about how I could save some money which I took full advantage of. He also gifted me a Subaru umbrella which, at that point, I felt my initiation into the Subaru family was complete. Finally, I had to wait to receive my car the following day which was fair given it was a long weekend when I made the purchase. Mike again went above and beyond. He rushed the prep the Service team needed to do on the vehicle the following day (filling it with gas, fluids, removing protective plastics, etc) so that I could drive it that same day. He also drove the vehicle to my house, saving me the trip of getting a ride out to the dealership. My old dealership would have never done that for me. If you're thinking of switching over to Subaru, or if you're just looking for a Subaru dealership, I highly recommend this one! More

Thank you George! George went above and beyond taking care of my problems! It is the first time I service my car at that dealership when I had complete confidence in th George went above and beyond taking care of my problems! It is the first time I service my car at that dealership when I had complete confidence in the person I dealt with! Keep it up! You have a dedicated customer in me. More

Great 1st Car Purchase Experience I bought a used 2018 Subaru Outback a few days ago. This was my first time purchasing a car so my partner and I were a bit picky. But from start to fi I bought a used 2018 Subaru Outback a few days ago. This was my first time purchasing a car so my partner and I were a bit picky. But from start to finish, I had a great experience. Mike Lee, one of the sales managers came out to greet me shortly after we stepped onto the lot. He let my wife and I test drive the car and was very patient when we wanted to see other models and trims. Mike even went the extra mile to pick me up from my home the next day so I could drive home in my new car. Overall, my first car purchasing experience was a positive one and I would recommend visiting Richmond Subaru. Almost forgot, they also have complimentary Starbucks Coffee in the waiting area :) More

Richmond Subaru Mike was really great. He was attentive and provided great service. He was able to help discuss options and provided a good test drive on the Subaru F Mike was really great. He was attentive and provided great service. He was able to help discuss options and provided a good test drive on the Subaru Forester. More

Can't trust them Confirmed on the purchase price of the car, placed a deposit and came back the next day with a number of additional dealers add ons to the pricing. Th Confirmed on the purchase price of the car, placed a deposit and came back the next day with a number of additional dealers add ons to the pricing. Their speak of FREE Oil change isn't free if you have to pay for their recommended servicing schedule in order to get that service. Really all it is it $20+ dollars off the servicing fee which is poor at best = Found out they dented the car as well as overtighten the oil screw plug during our 1st servicing and never went back to them after that. A few of my friends dealt with them and found the same experience...they will reply with "we will beat any price offer" and not reply back once you have a better offer or have their craigslist post state "NO REASONABLE OFFER WILL BE REFUSED" but when you get in to the dealership their response to you at that point in time is "price is non-negotiable". I would deal with them as my last resort or be ready to get robbed. More

Lousy Customer Service Let say that the last service appointment was far from satisfaction to say the least. I first made my appointment online for a service on Jan 19th, on Let say that the last service appointment was far from satisfaction to say the least. I first made my appointment online for a service on Jan 19th, only to receive a voice mail 2 hours before the appointment time that it was cancelled and need to be rebooked. I called back, left a message but no one phoned back that day. I made another appointment online for the following Sat Jan 26th and to avoid the same thing. I called again to confirm on Thu Jan 24th and was told that all online appointments are subjected to reconfirmation, even though there was a confirmation number on the appointment. Anyhow I was scheduled in for Sat. I even made a point of dropping off the vehicle on Friday evening before close so the service department will have the full day to work on my vehicle. Sat came by all day long and no follow-up no phone call. I finally got a call at 4pm saying my vehicle is ready. I could not make it down before closing so I ended up picking up my vehicle on Sun morning when dealership re-opened. I got in at 11am only to find out that my car parked outside was dirtier than before I left it. To make it worse the old cabin filter left a stained marks all over the passenger seat , and with the part left on the seat floor. I spoke to the sales manager on duty. He offered to have it looked at but I had to leave immediately for an appointment. He took down my info and promised that someone will follow up with me that day. Well nothing happened and I waited for another day and no follow-up neither. I ended up spending the rest of my Sunday afternoon cleaning up my car and tried to remove the stains left inside. Needless to say this is certainly not the type of service you would expect from dealership, even more appalling on the lack of passion and care for its client, especially in the service industry. You spent over $500 for a service and the minimum you would expect is some customer service and clearly there was none. To make the situation even more pathetic was that I received a phone call from some survey lady a few days later. I mentioned to her that I'd sent in some comments through email. She retrieved the email, paused for a moment, said 'oh' and hung up! Now that is customer service at its finest. To this date there was no follow up from this dealership - either the comments sent were lost internally or they truly don't care. So sad! More

very positive shopping experience! My experience purchasing my car was a very positive one.. Mike picked me up at the metro. Throughout my experience he was very courteous, friendly, a My experience purchasing my car was a very positive one.. Mike picked me up at the metro. Throughout my experience he was very courteous, friendly, and professional. Even though I didn't purchase the one I was originally interested in I didn't feel pressured to buy..He was willing to work with me to find something that suited my needs. I would highly recommend Richmond Subaru and Mike to anyone else looking to buy a new or used vehicle. Thanks for a positive shopping experience. More

Bad service and no appreciation for loyalty I bought my Forester from this dealership 9 years ago and brought it in for all major repairs. For the past two years, I’ve had concerns about the ser I bought my Forester from this dealership 9 years ago and brought it in for all major repairs. For the past two years, I’ve had concerns about the service. They’d quote one price but the end price would always be $1,000 more. This past September, I had my timing belt replaced. The quote was $1600, but they told me a couple of other parts also needed replacing. I was expecting a bill around $2,000 but in the end, it was more than $3,000! But I was glad to know that it was reliable and in good running condition, so I paid it. I went out to find that my license plates were missing! After half an hour they found them and put them back on. After a long day of work, I was glad to finally be on my way. I sat in the driver seat and it was leaning at a 45 degree angle!!! So I went back in and explained the problem. I waited half an hour to speak to a manager (I don't recall the name) who denied any responsibility for the broken seat and accused ME of breaking the seat, implying that I weighed too much! (I weigh about as much as the average man.) However, on the Subaru Owners Forum, I discovered a long string of complaints about poor seat welds on the 2009 and newer Foresters. Finally, he agreed to look into It with Subaru Canada. By that time, I’d been away from home for over 12 hours with another hour before I’d get home, and a dog who needs to be let out! Slightly stressful! Well. in the end they repaired the seat for free. I appreciated that, but it damaged my trust in the service department at Richmond Subaru. Then, less than four months later, my head gasket blew. No longer sure that I trusted Richmond Subaru. I took the car to a service shop that my friends had recommended. They did the work and the car ran well for about 300 km. Then the check engine light came on. The shop looked over the repair again and discovered damage on the teeth that turn the timing belt. They told me that they hadn't worked on the timing belt at all, nor even touched the gear. They told me the dealership must have caused the damage.They saved the part and I brought it to the dealership. I met with Matt, the manager of the dealership, and explained the entire story. I was hoping that he would be concerned about this series of events, apologize for the poor service and offer to look into it. Instead, he argued with me and talked about people who try to rip off the dealership! To a longtime customer?!! Clearly, my agenda was not to rip anyone off! I’m caught between two mechanics, who are both blaming the other for damage. (The Subaru technician said that if the teeth had been damaged, the check engine light would have come on soon after the timing belt was changed.) He might be right, but he denied breaking my seat too, and I KNOW that they did that! The two repairs cost me $7,000 altogether, plus a lot of stress. A simple apology and offer to look into the problem would have done a great deal to restore my faith that this dealership actually cares about serving their customers. Instead, I was treated very rudely! Don’t give them your loyalty. It seems to mean nothing to them. Terrible! More

Great experience! We leased a Forester here 4 years ago in a bit of an emergency. Our vehicle broke down and we needed to turn something around ASAP. They accommodated We leased a Forester here 4 years ago in a bit of an emergency. Our vehicle broke down and we needed to turn something around ASAP. They accommodated us and quickly got us into a vehicle we loved! Great service and great vehicles! More