Richmond Subaru

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 goin 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." More

Buyer Beware When Purchasing From Richmond Subaru I very much warn consumers about this dealership. When I purchased a new vehicle, information presented was not clear to the point that I left the lot I very much warn consumers about this dealership. When I purchased a new vehicle, information presented was not clear to the point that I left the lot thinking I was agreeing to pay a different price for the vehicle than I had actually signed for. They were unaccommodating with my request to leave the new car on their lot till completion of the deal. My old car then needed to be left overnight and was damaged on their property with no compensation or apology. Information that I requested (such as a list of extras with costs) was never given even after follow-up emails post sale. In general, the managers have shown a lack of responsibility in both communication and as a business. I strongly warn potential buyers when considering to purchase at Richmond Subaru. More

DO NOT BUY FROM THIS DEALERSHIP!!! Only time they will contact you is when there is a deal on the line. As soon as that deal closes, good luck trying to get in touch with anyone. On top Only time they will contact you is when there is a deal on the line. As soon as that deal closes, good luck trying to get in touch with anyone. On top of all that they will lie and try to cheat you into putting a deposit down without giving any information on costs, rates, or fees. When you question anything they make you feel like you're an idiot, not worth the stress. I'm going to list all the people I dealt with first hand at this location and very bullet point because my review turned out to be too long to be put into detail. Austin Huang - Sales Consultant I asked for info on financing rates & trade-in value for my car. He refused to provide detailed costs, fees & levies for the vehicle. Austin was trying to overcharge me $7,000 from the listed price. Wouldn't provide an approx. trade-in value. He would give me bi-weekly payment values but wouldn't disclose what interest rate he was calculating that at or the term. Asked for a deposit on the vehicle a few times, but wouldn't provide any details. When questioned on pricing he made me feel like an idiot and sent me a link to their website to show you MSRP values. Nick Geisler - Lease Manager Nick took over for Austin after I refused to work with him. He guaranteed me the vehicle list price, break down of costs, the trade-in value of my car, and interest rate all approved by his General Manager. The interest rate was not guaranteed like promised and I drove 9 hours to find this out at the dealership. After I was able to work a deal out with the Finance Manager, Nick begged me not to give a negative review because we wouldn't get the commission on the sale. He was supposed to mail me my spare keys, haven't been able to get a hold of him since. (STILL NO SPARE KEYS) Michael Nguyen - Sr Finance Manager Michael was great to deal with. He was upfront and honest. He did what he could to get the terms I wanted. I have nothing bad to say about Michael. He was the best part of this dealership. Ray Lewis - General Manager I never met or spoken to Ray. But I've attempted to get in touch with Ray on multiple occasions. Ray has not once returned my calls or emails regarding my experience at his dealership or attempt to get me my spare keys to my brand new Subaru from his dealership. Apparently Ray also guaranteed my deal with Nick, but that was only in an email sent by Nick. In my opinion, this is a horrible way to run a business, and frankly, I don't think they should be in business with the way they treat people. I've called and sent emails to Nick Geisler, Ray Lewis, and to Subaru Canada in regard to this. But have heard nothing back. More