Richmond Subaru - Service Centre

My overall experience with Richmond Subaru dealer has been nothing but a nightmare in the last 4 years from sales to the service. there are so many incidents that took place throughout the years that kept me wondering how they are still in the business of servicing their customers. the endless struggle and frustration started merely 6 months after i purchased brand new 2016 Subaru outback, one of the many issues is specifically that battery kept having issues which led to numerous times the car couldn't start on its own at various locations, garage, camp site, shopping mall parking lot, my dentist office parking lot, etc. I have brought up the issue every single time I went there for service, but the technician reports saying the battery passed the test and the problem is because of my misuse of the electronic accessories. for god sake, I have been driving for 15 years, and the accessories I used (all sold in stories throughout the country)are no different with what I have used in my other cars. The service manage that i talked to had the audacity to say that I shouldn't be using after market accessories like after market phone charging cables, and i should be using a licensed product. when I asked is there such thing as Subaru licensed accessories, he couldn't answer my question. I have never ever heard anything like this in my life. Imagine a world where you purchase a vehicle and you had to ask for a brand-licensed electronic accessory to use in your car! how absurd and ridiculous is that??? i don't care what your report says about my battery issue, it can say whatever you want, my experience just told a completely different story, which clearly indicated this is a manufacturing defect, but Richmond Subaru has been denying that for almost 4 years. In the past 3+ years, I have had to carry a jump start cable with me AT ALL TIMES, just in case, my car won't start due to battery defect at any moment. Can you imagine how stressful this is, and especially considering the fact this was a brand new car. During my recent visit to Subaru after another test, i was finally told the battery failed, and it just conveniently neither the original factory warranty and the extended warranty I purchased DOES NOT cover it. Wow, what an interesting time to learn about this inconvenient truth. I was told that i have to pay the full price to fix it and it won't be covered by the warranty i have. For 4 years, i have been bringing up the issue, and i was pushed away every time by the lame excuse i was given because i was too nice to say anything and stand up for what i think it's wrong. After several extremely disappointing conversations with the service manager and service department, i have finally gave up on negotiating with them. i wasn't asking for any compensation for the horrible experience i had over the years, all i asked from the dealer is that they will replace my battery for free, but shockingly i was turned away by this simple and reasonable request in the last 3+ years. I have been sharing my experience with my families and friends whenever i get the chance, now i will keep sharing my experience i had with Richmond Subaru, so that people are aware of this dealership, take extra caution when dealing with them, top to bottom.

I've been going to this dealership for the last 2 years, and the experience so far has been enjoyable. Cyrus was very helpful when I came in to get my brakes looked at, as they were sqeaking. It turns out I needed to get them replaced, and he was very helpful, and informative. He took the time to answer all of my questions, and helped break everything down so I understood what was going to be worked on with my car. He checked in with me after they did the inspection, and was overall super helpful and attentive. It made the experience a pleasant one, and I feel very comfortable and confident about getting my car serviced at Richmond Subaru. Thank you for doing a great job on taking care of my whip!

I had originally left a great review before I picked up my car. Original quote was $750. Called me to tell me they messed up the quote but that the total won't be over $1,000. I show up there to find a bill for $1,300. Complete lies and bs. I would've left a better review if they just said the total would be $1,300 from the beginning. Not going back.

The service department was extremely professional and supportive throughout the process. Really appreciate working with Cyrus and Will on the issues I had and appreciate that they tried their best! Benson was a bit of a pushy salesperson though...

Cyrus was great and helpful despite circumstances involving a difficult customer that held up the line before me. He was understanding of my concerns and did the best he could.

It was a great experience and I really liked Cyrus's professionalism. He was always updating me on the process and I even received my car on time as promised. Will definitely be back if I get this quality of service in the future.

had service appt on 18th aug at 730 am and came on 17th aug at 4pm to drop of car & explained my work situation for next day, Cyrus checked with Mechanics and managed to get my car serviced before 8pm today, Cyrus went above & beyond and grateful for this gesture

I had some issue with trunk gate, and also leads to battery drainage for my 2018 Subaru Outback. I brought vehicle in at a wrong appointment time. Cyrus took good care of me even though it was not my appointment time.

Booked an appointment over the phone for a service that's supposed to take around 4 hours, however, on site, when we were assisted by one of their service reps, we were told that the service is actually going to take about 6.5 hours. Also inquired about a loaner car and even confirmed the day before, but none was available for me and another one of their clients that came around the same timeframe as us. We had to be escorted to an Enterprise in a minivan with the family of the other client. In the middle of a pandemic! If we weren't standing in front of the dealership's manager's office looking bored and dissatisfied as heck, no one would have attempted to rectify the situation. Unfortunately, this is a not a one-time thing with this dealership's Service Department. I have had one other appointment with them that literally took a whole day. It's like they run their business with the motto that says, "ask for forgiveness rather than permission."

They may do a good job but it takes always much longer to get my car back. It's nice to get your car washed though.