Suburban Motors

Great cars! Great people. Bought a Ford Escape from Suburban and I am extremely happy with the vehicle and the quality of service provided by the sales team. I would highly rec Bought a Ford Escape from Suburban and I am extremely happy with the vehicle and the quality of service provided by the sales team. I would highly recommend Suburban. Ask for Jonathan White he will take good care of you. NG More

No one takes responsibility I bought a 2013 Ford Focus here. Right from the start there was a problem with the clutch (even though it is an automatic). No one listens to me when I bought a 2013 Ford Focus here. Right from the start there was a problem with the clutch (even though it is an automatic). No one listens to me when I say the car lurches, shakes and rattles when I accelerate gently. If I gun it most of the shaking disappears. Service people tell me it is the way I drive (really?). For city driving one cannot accelerate hard all the time as we are so often in a line of traffic. I do not believe for a minute that the service people would put up with this poor performance in their own cars. I have been in several times and even had a service manager come out for a ride to feel it. Staff know very well that this is unacceptable, yet they expect me to just live with it. I drove a loaner 2015 model and it is peppy and great to drive, just the way my car is not! My advice: Do not buy a Ford Focus or Fiesta and do not buy from this dealer. More

Excellent support by sales and service personnal A new Lincoln was sold to me by Matt Mclennan who provided excellent support during the sales process. He referred me to the service department when i A new Lincoln was sold to me by Matt Mclennan who provided excellent support during the sales process. He referred me to the service department when it was discovered the keyless entry was not operating and followed up with phone calls. The Service Department was immediately responsive and directly acted to remediate the situation. . More

The Tax Man Stops By I would like to say how professional Matt was during this process that went on for approx. 3 weeks not to due to the dealership but my own concerns. I would like to say how professional Matt was during this process that went on for approx. 3 weeks not to due to the dealership but my own concerns. Matt kept me informed through the whole process and got me my answers I needed to make the correct decisions about Leasing the F150 Lariat. The rest of team I would like to say thank you to Michael sales manager and Giles in finance well done everyone. More

Great service center The service center is excellent. They are friendly and go out of there way to make sure your vehicale is serviced correctly and really know what they The service center is excellent. They are friendly and go out of there way to make sure your vehicale is serviced correctly and really know what they are doing. My only complaint is that I took my truck in to get a water leak in the cab checked at 9 am and it was not looked at until 2pm and only took 20 minutes. I live on Saltspring Island and have to take an early morning ferry to get to Victoria and expected my truck to be looked at In a resonable time. Except for the long wait time, the service center is excellent. More

Helpful and fast I arrived at this location very stressed. We had just been informed that my husband was posted out of the country and we had to move in 2 weeks. We ne I arrived at this location very stressed. We had just been informed that my husband was posted out of the country and we had to move in 2 weeks. We needed the paperwork that allows us to import our vehicle to the USA and all the quotes were telling us it would b a couple weeks before it was even processed. Stephen took care of my problem immediately while being very understanding and kind. Within 24 hours the paperwork was in his e-mail box and by hour 25 I had it in my hands. I left after a very nice hug and good wishes for our future. Stephen helped make my day. As suggested, Stephen, I will take time to breathe because everything will work out. More

Badcarday101 conclusion So after all this a couple of days later with returned energy, we went over our papers before filing them and there on the top line of the contract w So after all this a couple of days later with returned energy, we went over our papers before filing them and there on the top line of the contract was the same price we had been told was the price of the car originally. We had just bought all the bells and whistles we had said we didn't want. sucker born every minute. I eventually contacted Director of Sales, Vancouver island operations for clarification. In 2 emails I requested explanations IN WRITING BY EMAIL as that was our biggest mistake during the negotations and both his responses recommend I make an appointment to come in to the office. In his response to the BBB one point he makes is that " the available profit margin on this particular vehicle would not have allowed us to discount the vehicle this much" so why was the Sales Manager offering the $3000 for free? And "Regarding comment on down payment, it was included as an option for establishing finance payments but was not a requirement for finance approval. it never was the intention for the company to pay." BUT the sales manager made it sound like another $1000 was to come off the final car price as if it were a separate negotiation. BBB has given us another couple of places to go to for help. And although we did sign the papers, it is still important to tell our story in case there is hope to help auburn an Motors make sales less of a charade and more professional and forthright. Normally these internet site reviews need to be taken with a pound of salt but the other descriptions of other sales experiences at suburban sadly echo ours. One in particular - "Watch your paperwork and be prepared for a lot of false statements from both the front line sales staff and from the sales management team."' and "Be prepared for 1080's sales tactics and a lot of slick BS if you deal with this group." Wish I had read this before we went in. Our dealings with the service department have been very good. Thank goodness! More

New car purchase nightmare March 2015 We went in knowing we were after a 2015 Cmax hybrid with two add-ons - rear camera and fob controlled back door lift. Looking for up to $30,000 Gr We went in knowing we were after a 2015 Cmax hybrid with two add-ons - rear camera and fob controlled back door lift. Looking for up to $30,000 Great trade-in - 2010 Camry Hybrid just under 40.000 kms. 6 hours ( break in the middle ) of misleading info - Sales Manager all smiles announces Ford's 2.49% financing just announced that morning (it was on offer for days before we went in and was a deciding factor in the timing of the purchase timing and a delivery allowance of $1,250 - also NOT new this morning!!! We did our research on the Ford site!! Also, The Sales manager checked for a lien on the tradein and we couldn't believe it but there was a lien of "about" $20,000 so the payments would be over $600/month. Our car was a cash purchase. So off he went to check again and came back in all smiles We were supposed to jump right in since the payment was only about $400 now. We were onto that one too but carried on to our regret. No sticker on the window. We asked the ticket price while on the demo drive and were told it it was #33,399 with all the bells and whistles - GPS/self parking ...... We told them it was too much and that we weren't interested in all the tech add ons. and weren't going to pay for them. While on the demo drive, the salesman told us the Manager was "very eager to sell" so make an offer ..... As an incentive, the manager with the salesman in attendance told us a number of times he would give us the add ons we didn't want for free - $3000 worth. He finished by telling us he would pay the $1000 deposit. We were now in price range. Both repeated what the other said as incentive and the salesman told us how nice we were compared to other buyers and... It was all so rehearsed and predictable. We knew the pattern but we were at the price and said we would take the car. The best was when were seated in the comfy seats in the flyer and the salesman came in with a form on which he had calculaated how lucky it was we were trading the Camry in now as opposed to next year - we wouldn't need tires, new brakes blabla. But there was less than 40,000 on the 2010 Camry - we drive it aroung town or fro short trips and it had just been in for its checkup/tune ... and was in perfect condition. Preparation for a lower tradein value based on false premises - it's the mileage of the car that dictates possible future expenses - not the year in most cases. During the financing part where we expect the banker to turn the documents for us to see and he would go down and read each $ amount and make sure we understood it before we signed. NOT - he read all the numbers out ... Last item - " Has the salesperson or sales manager made any promise about this vehicle that is not written on the bill of sale?" We asked what that meant - oh - free cooler or something like that. We said NO . Suburban Motors has an A+ BBB rating and we trusted that. We had allowed ourselves to get so fatigued we just wanted to sign and go home. We have been dealing with BBB. We should have walked after half an hour - the signs were there. Great car! But they haven't even bothered to phone and see if all is well ... Now that's a first! Conclusion - please see badcarday201 More

Honest Service Dept Stopped at Suburban dealership with no appointment for advice on my Ford Explorer Tire Pressure Sensor... Rob Cavaghan in Service who didn't know me Stopped at Suburban dealership with no appointment for advice on my Ford Explorer Tire Pressure Sensor... Rob Cavaghan in Service who didn't know me from Adam had my issue fixed in seconds (literally) A tech jumped out and reset the annoying dash-light that had been blinking for months and sent me on my way with in 60 SECONDS and did not charge me a dime! -Now that's service!! You have a new customer for life now... Thanks Rob Cavaghan, and Suburban Motors, Victoria.. Note: obviously most repair issues involve payment, this just happen to be one of those issues that "could be waived", and it's little things like that that say so much about a service bay. More

Absolutely Outstanding Service I ruptured a brake line on a Friday while boarding the fery from Port Angeles to Victoria. I had my car towed to Surburban Ford after hour that Night. I ruptured a brake line on a Friday while boarding the fery from Port Angeles to Victoria. I had my car towed to Surburban Ford after hour that Night. Surburban's repair shop was open on Saturday with limited staff but were totally booked. They worked me in and found the problem but a now brake hose was not readly available. On Monday morning they located a local local firm that made/repaired brake hoses and rapidly arranged for my repair to accomplished. I was repaired and on my way with time to spare to catch the return ferry that afternoon. There service advisor Chris Kruse was very helpful in solving my problem in a very timely manner. Absoutly Outstanding Service More