Subaru of Calgary

Worst car buying experience ended up with a refund I purchased a 2013 Honda Civic LX from this dealership. The first person I spoke with was Vu. He introduced me to his manager, Amez, who I found out l I purchased a 2013 Honda Civic LX from this dealership. The first person I spoke with was Vu. He introduced me to his manager, Amez, who I found out later on wasnt even part of the management team.. they were both immature.. Vu promised to replace the bumper of the car (it had a hole).. 2 weeks gone by and I still havent got the car.. I got exuses like the bumper was being installed the very same day I asked... then a couple days later they were waiting for the bumper to arrive.. then stopped responding.. I had everything on text messages so I had screenshots sent later on... I sent an Email to Ryan to, coz he received my payment, didnt get a response either. So i decided to Email Mike, coz their website said he was the VP.. I never got a response or acknowledgement from him but at least that same day everyone started responding to me.. it’s so unfortunate that I had to go that route to get a response from Subaru Calgary.. After that bad experience with them, I finally got a schedule to pick up “my” car.. Dylan had been assisting me at this point and he is a very kind hearted, honest person.. The day I was going to pick up the car, Taylor had given me a call around lunch time and said he was inspecting the car and it was ready for pick up... Dylan gave me a call at 4:30pm.. and said the bumper was green (car was black)... I was upset but whatever, it was the wrong pantone and they were willing to fix their mistake so I left the car and they gave me a loaner vehicle. They told me the car would be ready the next day.. it wasnt ready.. it extended another day, sure, no problem.. i got the car.. then not even a day had passed and the bumper started bubbling.. that very night I sent Dylan a text message and he immediately responded.. we scheduled to get the car bumper fixed again.. I drove the car back to the dealership to get the paint fixed... 2 days later I got a call that the car was ready.. I went late that afternoon.. guess what.. paint started bubbling again and I havent even driven the car home.. they called the 3rd party guy that did the painting and the guy blamed the heat of the sun for the bubbling..he said he needed a week for the paint to not bubble.. I said okay.. Over a week later, we scheduled the pick up date.. I got there, “my car” was not there.. at this point I have had enough.. like I’ve driven the loaner car more than “my car”.. so I asked for a refund.. I sent an email again to Mike.. I got a phone call from Vijay who offered me 2 years free service after I told him that it’s the “service” that I didnt want.. and I insisted that I wanted a refund and Vijay said they cant give refunds to financed vehicles.. well good thing I paid in cash.. it’s just funny that he didnt even bother reading the file before talking to me... anyway, when I told him that it was paid in full, he told me that they will keep the tax that I paid.. how is that a refund if I dont get my full money back? Obviously, he was trying to take some of my money even if I didnt want to give my business there anymore.. I wanted to talk to someone who can make proper decisions and finally spoke with Cory who agreed to give a full refund.. unfortunately it was thru him that I found out, the bumper was never replaced (it made me feel so bad coz I was lied to by Vu).. apparently it was just patched.. anyway, at least I got my refund... it would have been nice if they communicated a timeline better.. over a week later I finally got my money back.. It was the worst car buying experience I have ever had but It turned out okay... I guess... even after a long wait... coz I at least got my refund and was able to give my business elsewhere.. More

Great experience! This was our first time at Subaru Calgary! Altaf was of service advisor. He was very friendly and helpful. We will definitely come back for future app This was our first time at Subaru Calgary! Altaf was of service advisor. He was very friendly and helpful. We will definitely come back for future appointments. More

Great customer service Super friendly and organized at work. Was able to mark down all I needed and tell the technician,giving me few tips as well. Very nice person to deal Super friendly and organized at work. Was able to mark down all I needed and tell the technician,giving me few tips as well. Very nice person to deal with,would love to book my next service with him. More

Above and beyond service Dylan went out of his way to make our experience a good one at Subaru. He has helped me and my parents and we are all very happy with our purchases. Dylan went out of his way to make our experience a good one at Subaru. He has helped me and my parents and we are all very happy with our purchases. More

Excellent service! I have recently bought a 2019 Ascent from Saif, very knowledgeable and answered all my questions patiently. Great dealership to deal with. Keep up the I have recently bought a 2019 Ascent from Saif, very knowledgeable and answered all my questions patiently. Great dealership to deal with. Keep up the good work More

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

Horrible Worst customer service i have ever experienced. Been 2 days and have still not heard anything back. Talked to Nisar once said he would text me right a Worst customer service i have ever experienced. Been 2 days and have still not heard anything back. Talked to Nisar once said he would text me right away just to have means of communication and have not heard a word, have made several further attempts to reach him. i keep getting sorry sales is busy and will be with you shortly no reply. Went to the dealer wasted an hr walking around waiting for somebody. So under staffed and unprofessional Would not recommend this place to anyone. 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