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Richmond Subaru - Service Centre

3.1

25 Lifetime Service Reviews

3511 Number 3 Rd, Richmond, British Columbia V6X 2B8

25 Reviews of Richmond Subaru - Service Center

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March 26, 2020

"Service attendance"

- Mysub

Had intermittent problem. They took the car overnight 3 times. Went unexpectedly and found the car sitting in the yard in late morning! Spoke to the manager and he gave me 110% service. I hope the service dept will stop wasting my time! Service advisors I like: Amy, Tayler, Kim, Avi. The general manager Ray is very eager to help, very accessible! Nice change from previous. I have a lifetime hand carwash and had serious problems, Ray improved the service. Driving my 3rd Subaru.

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Recommend Dealer
Yes
Employees Worked With
Other Employees : Avi. Kim (new)
February 22, 2020

"Bad Service- No one calls for work approval or give update."

- Rahul

If they was anything less than 1 star I would have given that for bad service these dealership is giving to its customers. I am surprised how they are still in business probably don't have anyone doing service from this location. There is no service manager to talk to, service advisor are liars and don't take accountability I bet they do that since no one is there to ask questions. Mine is long story but to summarize AVOID TO TAKE YOUR CAR to Richmond Subaru. They take your car without your approval will start replacing parts and when you ask why did they replace without customers consent. Will come back saying sorry for the mistake and may offer 5 percent discount. Advisors don't give you update on the car you have to keep calling half the time advisors are busy is what receptionist says. Will take your contact information but no one calls. When you ask for manager they say don't have one will again take your contact Information to pass to one of the advisors who are useless or will get GM to call but again no one calls. Finally after 10 days of my car sitting at the dealership for repairs me calling numerous times finally this advisor says your car will be ready by tomorrow morning I will make sure to call. Again you don't get any call next day so I called in the afternoon asking for the advisor receptionist was like she is not even working today can I get someone else. Offcourse everyone were busy took my information which I know no one will call. Why all that liars when advisor is not working next day. Just making customers like nightmare. My recommendation to avoid then many other dealership in town are there and they also provide courtesy car in case your car needs more than one day repair.

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Recommend Dealer
No
Employees Worked With
Feb 22, 2020 -

Richmond Subaru responded

Hello Rahul, Thanks for sharing your review. Your feedback will help us stay #1. We are extremely sorry to hear about service experience with us. In no way should we performing unauthorised work on our customer's car.I agree, even when we know it's the best solution for your safety and comfort, we should alway have your approval prior. Please know you are our valued customer, we care and we will make it right. I am looking forward to speaking to you so find a much better way forward. Ray Lewis General Manager

Feb 26, 2020 -

Rahul responded

After my bad experience stints, GM Ray made sure to take my issue as priority to find solution, he gave me updates at every stage what was going on. Ray repeatedly mentioned there is no place for these type of behaviour at the dealership, he ensured will take my feedback as coaching for entire staff at the service centre. Ray asked to give another opportunity to bring my car for servicing as it will not be repeating again. Thanks Ray for all your help.

Feb 26, 2020 -

Richmond Subaru responded

Hello Rahul, We appreciate your review update and the opportunity to retain your valued business. We are looking forward to giving you the exceptional customer experience you deserve on your next visit. Thank you, Ray Lewis General Manager

February 15, 2020

"I went to visit Richmond Subaru couple days ago to get my..."

- Maria

I went to visit Richmond Subaru couple days ago to get my car wash and vacuum, its was a very busy day and good thing Eduardo still managed to squeezed me in and was able to help me. He was very friendly and accommodating.

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Recommend Dealer
Yes
Employees Worked With
Eduardo
February 14, 2020

"Service & Parts Dept. "

- Satisfied Customer

I visited Richmond Subaru today. I needed to have the battery of my Subaru car key changed. Very friendly & courteous service from Eric Ye & Tayler Martin today.

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Recommend Dealer
Yes
Employees Worked With
Other Employees : Tayler Martin from Parts
December 20, 2019

"Many thanks for ray's help. "

- stephen

Many thanks for ray's help. My car that was driven for two thousand kilometers was found wheel alignment problems. Subaru's warranty does not cover that, but thank ray's help to solve the problem. He is such a good person and awarmheartedly serves the customers. Also, I would like to express my warm thanks to jackie that helps me apply the graduate rebate and keep track of the progress.

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Recommend Dealer
Yes
Employees Worked With
August 16, 2019

"One department is atrocious"

- Mysub

Generally satisfied but their car washing is an insult. I bought new cars and all these years of car washing after service has been nothing but frustration from changing all the seat positions to returning a car dirtier than when they got it. Yesterday they just hosed it and when I drove into the sun the inside of the windshield was so bad it impeded my vision. Several times my car was ready for pickup but I was not advised. It was back in the customer's parking space. This has to reflect on the attitude behind the scene!

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Recommend Dealer
Yes
Employees Worked With
Other Employees : The salesmen who sold me the cars are not there any longer., Quinton Diep, Edwin Ho, Austin Warren
Sep 10, 2019 -

Richmond Subaru responded

Hello, Thank you for sharing your feedback. We are absolutely committed to improving the level of customer service and the overall customer experience at our dealership. Your feedback will help us achieve our goal. Best Regard, Management

May 20, 2019

"Very disappointed"

- Disappointed

They are not able or they don't want to fix the issue with my car during the warranty. They never call me back about my concerns as promised . Very hard to work with them in specially with management.

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Recommend Dealer
No
Employees Worked With
Other Employees : Quinton Diep, Mathew Clapperton, Jenkin Wong, Jessica Vu
April 16, 2019

"Thank you George! "

- MonsterDude

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.

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Recommend Dealer
Yes
Employees Worked With
February 09, 2019

"Lousy Customer Service"

- danoc

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!

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Recommend Dealer
No
Employees Worked With
Quinton Diep
February 03, 2019

"Bad service and no appreciation for loyalty "

- Former loyal customer

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!

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Recommend Dealer
No
Employees Worked With
Mathew Clapperton
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