Subaru of Calgary

Purchase Great...Everything After is a Bit Downhill I'm originally from Seattle where Subaru vehicles are ubiquitous and there are a number of great dealerships to visit. Here in Calgary I was a bit dis I'm originally from Seattle where Subaru vehicles are ubiquitous and there are a number of great dealerships to visit. Here in Calgary I was a bit disappointed by the lack of competition and the poor customer service from the two dealership choices (Subaru Calgary and Centaur). I write this after the purchase process and one-year ownership of a new 2018 Crosstrek from Subaru Calgary. I knew the vehicle I wanted to buy, cross-shopped with dealers throughout the province. I eventually decided on Subaru Calgary over Centaur, as the latter had openly lied to me during the negotiation process. I test drove and then purchased the vehicle in cash from Ivan Tjan (though he appears to no longer work at the dealership), so there wasn't much Subaru Calgary needed to do for the sale. Price negotiation was fair and the dealer included some extra accessories. So, all in all, the buying process was great. Unfortunately, once the deposit was in hand, I felt that all the customer service went out the window. Here are a few highlights (or lowlights?) from my experience: 1.) Vehicle "On-Order" They didn't have the exterior/interior color combo I wanted, so the vehicle had to be "located" and procured. There was a general lack of communication about how long this would take. I was initially told one-month for the vehicle to arrive which later slipped to "several months," as the vehicle was now on a boat from Japan. There was no communication during this interim. In the end, the vehicle was secured from a dealership in Richmond, BC and arrived in around one month. 2.) No Communication As mentioned, in general the communication from Ivan, the sales managers, and the finance dept left a lot to be desired. I would repeatedly call to get updates on the vehicle and my calls would never be returned. Every time I received a message back it was from a different salesman I had never heard from before. I received a call out of the blue that said "come pick up your car" with no advance warning. Luckily it was the weekend so I was off work and could visit the bank to finalize the purchase. 3.) Delivery / Pick-up My car arrived dirty with blue goop on the wheels and seats. The vehicle was shoddily washed and detailed. Someone lodged adhesive paper between the infotainment screen and the air vent that I had to later have removed by the service department. The leather seats were streaked with cleaner and the steering wheel had loose threads abound. They had installed the wrong accessory on my car (rear bumper guard) and didn't have the actual accessory in stock that I had paid for (rear seat back protectors). The entire pick-up process felt rushed and unprofessional. Vehicle features weren't adequately explained to me and finance tried to last minute bundle in their own extended care package lwithout advising me as to what I was paying for. 4.) Service (or Lack thereof) I've also had less than stellar experiences with the Service department for routine maintenance (6 and 12 months). Even if you make scheduled appointments over the phone or speak with specific advisers, they never seem to remember your name, vehicle, or issues when you actually show up, leading you to repeat everything. I had to return to the service department for the rear-back seat protectors once they were in stock. It was only by calling in myself that I even found out my part had arrived. The techs didn't install them properly either and I had to redo the job at home. I came back a separate time for an intermittent ignition issue and engine whine and the techs said they couldn't observe or diagnose the problem. So, I was told to "tow the car to the dealer when/if it dies" so they could actually observe the issues. Or, wait until it is super cold and the car acts up more regularly. This seemed like such bizarre advice for a new vehicle still under warranty. Of course, dealers are not paid much for warranty work, so I wonder if delaying or denying (?) service is part of their tactic to prolong mechanical issues and make more profit? I have discussed some of these grievances with a sales manager. Laughably, he too is no longer there. Everyone I dealt with for purchase or service (Ivan, Ken, Myles, Steven, etc,) has left the dealership in the span of one year! This place seriously seems to have a revolving door. This doesn't inspire confidence about the management of the dealership and it makes it much more frustrating when trying to establish connections with trusted advisers for quality of service over the longterm. Overall, I have mixed feelings about this dealership. I like my car and Ivan and the initial test drive and purchase process was smooth. However, the delivery, pick-up, and post-purchase service and communication needs some major work. When you're spending over 35K for a new car, you expect more professionalism and service from your dealership. I really do think this is an area that should be addressed with both Calgary locations as it doesn't seem to extend to other cities or provinces. More

not approved by BBB i wonder why? never spent 33 thousand dollars to be treated like i was not human, and for subaru to yet again waste my time. i wish you as subaru changed that therm never spent 33 thousand dollars to be treated like i was not human, and for subaru to yet again waste my time. i wish you as subaru changed that thermostat right instead of doing it wrong like everything else. More

Proud owner of a Crosstrek Mukul was extremely friendly and knowledgeable. The process of buying a car was relatively painless. There was very little upselling which I greatly a Mukul was extremely friendly and knowledgeable. The process of buying a car was relatively painless. There was very little upselling which I greatly appreciated. The car took 4 weeks to come in but it was worth the wait. More

Great Service We had terrific service provided to us by Dylan DeJong. We were thrilled with the entire experience we had with Subaru Calgary and would highly recomm We had terrific service provided to us by Dylan DeJong. We were thrilled with the entire experience we had with Subaru Calgary and would highly recommend them. Dylan went out of his way to make us feel comfortable and important clients. More

Amazing customer service! I had the pleasure of dealing with Shawn Starr at this location! He knew I had gotten terrible service and left with massive repair bills from a car I I had the pleasure of dealing with Shawn Starr at this location! He knew I had gotten terrible service and left with massive repair bills from a car I got at labidi auto in Calgary. the car is great however its at the kms where it needs things done. No big deal, if its disclosed. Anyway he also knew I was diagnosed with an illness and had taken a year off work, and this car was a treat to myself for being able to work again. So he called me and left a voicemail leftting me know he was helping me out with my bill, and the dealership gave me a discount. He also knocked off over 100$ from the spare key set I had to order. Thanks for turning around my situation! I just love my impreza! More

Amazing Team Dylan Dejong was our sales rep and I would highly recommend him to anyone specially to my family and friends as he is very knowledgable of the vehicle Dylan Dejong was our sales rep and I would highly recommend him to anyone specially to my family and friends as he is very knowledgable of the vehicles they offer and very caring and take notes of what you want, need and budget. I know that he loves what he does as he explains the littlest details you need to know and gives honest opinions and I can definetly feel that he is there not just to sell vehicles for the heck of it but to make sure people drive away feeling that they sure made the right decisions. And a bonus, his smile never left his face the whole time we were there although we stayed longer because I had more questions after they closed and never felt pressured or rushed. This is our first time dealing with Subaru and I know it wont be the last one, thanks to Dylan! More

Trust & Patience Giovanni has been so patient with me and with my situation. As I have met him first to inquire at the dealership more than a year ago. Never have forc Giovanni has been so patient with me and with my situation. As I have met him first to inquire at the dealership more than a year ago. Never have forced me to get the vehicle right away. To make the long story short, he had waited whenever I am ready to take the vehicle. Which is the top indicator of how a customer should be treated, away from any stress from a forceful sales agent-(which is not Giovanni). So now, I am very happy with my new Legacy which what I exactly wanted and needed. I thank you very much to Giovanni for being a friend and a wonderful sales person. You are a unique sales person compared to any in this type of job not only in Canada but through out the world. Keep up the awesome work. There will be more customers will surely be happy to have business with you. More

Purchase 2018 Subaru Legacy Hats off to Giovani and Robyn for an enjoyable and informative shopping experience. Highly Recommended! Definitely my Alberta Subaru dealership of c Hats off to Giovani and Robyn for an enjoyable and informative shopping experience. Highly Recommended! Definitely my Alberta Subaru dealership of choice due to the quality of people employed here. Paul Leier Calgary, AB More

Great experience with Nisar! love my Subaru Impreza!!! Was a easy trade for my 2009 Impreza got a great trade value was happy with the experience. with Nisar! love my Subaru Impreza!!! Was a easy trade for my 2009 Impreza got a great trade value was happy with the experience. More

Dylan - Great Sales Experience - Highly Recommended Dylan D Subaru Calgary - Knowledgeable, worked to understand my needs, not pushy, definitely chill, felt truly valued as a customer, consistent helpfu Dylan D Subaru Calgary - Knowledgeable, worked to understand my needs, not pushy, definitely chill, felt truly valued as a customer, consistent helpful service beginning to end. Other staff are helpful also, Sales and Sales Managers all seem good. Robyn in financing is really nice to deal with. Overall a very good experience with this dealership. Only slight opportunity for improvement, dealership seems a bit understaffed in terms of support staffing on the floor, Sales looks like they need some support-staff help in managing the volume of customers. Call Dylan for an appointment, one of the better Salespersons I have ever had, happy with my Subaru. More