Richmond Subaru - Service Centre

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.

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.

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.

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!

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.

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.

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!

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!

Recently had the 80K servicing done on my 2014 Subaru Crosstrek. Very disappointed. Excellent servicing past 2 years so expected the same this time. Dropped of my car for 9:30 am appointment, told it would take 2 1/2 - 3 hours and would be ready by lunch. Car not ready until 2 pm. Waited on sidewalk 50 minutes for pick up at mall 10 min. away without knowing it would take that long. No carwash or vacuum of interior. Miscommunication between front desk and mechanic as to some work that was/was not done on vehicle. Will not be using Subaru for servicing in future.

Richmond Subaru Service is nightmare. I am not sure how they hire there staff I had three bad experience with them. Recent one I took appointment for 2:00PM for Car wash in the morning around 11:00 AM. When I reached service centre 5 mins before my appointment I come to know they hose is not working from morning so cannot wash. My point was how come no one called to inform or why did you even give me appointment when hose was frozen especially when they knew from morning. I drove from Burnaby that far wasting my gas. Then the guy was like may be I should call 4:00 PM appointment to cancel after this incident so unprofessional common cannot even see what appointments are there in day. Even in the past they were suppose to call me after taking pictures for fixing my alloy wheels paint never did after me following up for three months finally my work was done. Not sure if they have too many customers that they are willing to loose few customers. Only reason I keep going from Burnaby was good service at time of purchase but after purchase service is horrible. Should stop taking my car for service any more as I have options near to my place.