After purchasing a 2021 Mustang Mach E, then realizing it
was the wrong vehicle at the wrong time for me personally, I went back to Suburban Motors of Saanich on Vancouver Island and traded the 2021 Mustang
was the wrong vehicle at the wrong time for me personally, I went back to Suburban Motors of Saanich on Vancouver Island and traded the 2021 Mustang Mach E after only a short six months, for a 2021 Mustang Ecoboost, which I love. Only this time, the sales experience was brutal and why this review went from five stars down to one.
It all started with the pick up. I noticed that my new Mustang did not have all weather mats included, the first time ever in all of the new cars I have purchased, including many Ford's and Mustang's, so my salesman, Matt McLennan advised that I should stop into the parts department, which I did, then was treated to a very unpleasant employee that told me, they do not stock all weather mats for the 2021 Mustang and that ordering them would take several weeks, so I left. After I spoke with Matt, he didn't say much, but did say to enjoy the car and text if I had any questions or concerns. I returned to Richmond and went to order the mats from another Ford dealership (the mats arrived in three days), seems kind of cheap to me that a dealership wouldn't include a $250 item for a returning customer, but whatever, I went on with my day.
As my new deal closed on November 30th, I was shocked to learn that an additional payment was taken from my bank account on December 2nd for my old loan on the Mach E, so I immediately contacted the financial manager at Suburban Motors, Peter Atwal, and was eventually told that I needed to deal with the financial institution in question on my own as his "hands were tied". Missing close to $500 from your bank account so close to Christmas is a real letdown, but Suburban Motors appeared to care less about my concerns. As I write this updated review, on January 12th, the matter is yet to be resolved. I did receive a call from Justin Sotkowy, another manager at the dealership offering a free oil change, so that's something I guess, considering I live in Richmond and traveled to Victoria to Suburban Motors only because, I really did have a great experience just six short months prior, but now it seems like a total waste of time. Now back to my sales associate, Matt McLennan... he mentioned, as all sales associates do, to text or email him with any questions, so I did, concerning the fact that my Ford Rewards points were not added to my account a month after purchase. I texted and emailed several times, with zero response. So here is the conclusion that I have come to... If you purchase or lease at Suburban Motors of Saanich, you will get the rush in and out and you better hope that you don't have any additional questions or concerns after purchase, because your inquiries will fall on deaf ears and your emails and texts will go unanswered. So much for being a customer for life. I would say to avoid this dealership like the plague, but in todays world, that doesn't matter much, almost like the way Suburban Motors feels about their customers after the ink is barely dry on the contract and money has changed hands into their account. You can do so much better than Suburban Motors.