Subaru of Richmond

Reviews 3

DA

Daniel Minnich

I recently purchased a 2017 Subaru Forester from Subaru of Richmond (SoR), and couldnt have been happier in working with salesman Cory Willoughby. I started looking at new cars around March, not ready or intending to buy just yet, but wanting to get a hands-on feel for the different models that I was interested in. Having driven manuals in the past, and wanting to switch to a CUV-style vehicle that would get decent fuel economy and be comfortable for the family on our long treks to visit relatives, I had narrowed my initial scope of possibilities to the Honda HR-V, Subaru Crosstrek, and Subaru Forester, all of which offer a MT option. The first two were just too small, so the Forester was the best choice. As it turns out though, 6MT Foresters are very scarce, and typically sell quickly. SoR didnt have a 6MT Forester when I first visited in March, but Cory took the time to let me test drive a Forester with the CVT instead, to get a feel for how the car would drive, handle, etc., even after I had shared with him that I was not in the market for a new car just yet. He still took the time to treat me as if I was a serious customer who was in the market for a new car that day. When a 2016 6MT Forester arrived at SoR a couple of weeks later, Cory immediately called to arrange for a test drive. The 6MT had exactly the feel I had hoped for, but our previous test drive in a CVT Forester, along with the consideration of traveling long distances with children, had convinced me that I would be wise to go with the CVT instead. This meant a 2nd test drive of a CVT Forester, just to freshly compare with the 6MT. Cory was EXTREMELY patient throughout this entire process. Recent online searching had revealed that Subaru was going to be releasing the "Big Minor Change", mid-cycle face-lift, to the Forester with the 2017 model year, which was likely coming out soon. Details of the BMC were scarce, but rumors of an improvement in fuel economy for the CVT models, and a quieter interior, convinced me to wait a little longer for a 2017. I let Cory know what I wanted to do, and to ask him to let me know as soon as I could place an order for a 2017. Cory called a few weeks later, on the VERY day that he had received the 2017 Forester details from Subaru, to share the info he had received. The option to place an order opened up 2 days later, and he worked with me to get an order for a 2017, with a few options I wanted, on the books immediately. At the time of the order, Subaru projected delivery in "July 2016", but Cory kept in close contact with me about the status of my order, even when he was dealing with the unexpected loss of a close family member. My car ended up arriving in late June - much earlier than expected. I was going to be flying out of town just a few days later, and preferred to wait until I got back, 2 weeks later, to take delivery. Nevertheless, Cory took the time to show me my new car, and to explain all of the new features that the BMC had added (bump in fuel economy, quieter cabin, steering-responsive LED headlights, blind spot warning, and reverse-automatic braking). When I came in to finalize the deal and take delivery, Cory took the time to explain all of the remaining features to me. He even took the time to go through all of the audio controls and setup, and to pair my phone. Neither Cory, nor Richard (Fin. Mgr) were at all pushy with extra add-ons (e.g. extended warranty, etc.); they explained the options that were available, and let me decide what I did/didnt want, without any pressure. I had planned to finance through my CU, but they were able to work with their financing options to get me an even better rate through them. This was my 3rd time buying a new car, and 2nd time buying a Subaru (though my 1st Subaru). It was the BEST car buying experience that I have ever had. I will definitely recommend SoR and Cory to anyone that I know to be in the market for a Subaru, as they will be my first choice for any future car purchases.

KE

Kent Thompson

Purchased a brand new 2012 Subaru Outback wagon with CVT transmission. I read that the continuously variable transmission provided better gas mileage and acceleration. At 3.000 miles the transmission started to make a chirping or whirring noise. This occurs almost every time I decelerate and often when accelerating but less noticeable then due to engine acceleration noise. It also makes the noise when driving at constant speed but this is usually not as loud and seems to be intermittent. The noise varies in volume and intensity from day to day. I asked the service department to look into the noise problem while I was there for routine maintenance. When I picked the car up the service rep. did not seem to know if they looked into it and could not get an answer regarding any findings. At the next service I requested that a mechanic ride with me to listen to the noise and he heard the noise. He explained that this was "normal" and there was no solution for it. I called my sales rep, pointed out multiple complaints of the same problem that had been registered online, and he agreed to look into it. He never addressed the issue. At a later service I had the service manager ride with me to hear the noise. He heard the noise, said it was "normal" and told me the check engine light would be on if there were a mechanical problem. He went on for some time saying what a great vehicle Subaru makes and how happy I would be in the long run. A new vehicle should not make constant noise and a dealer should not refuse to address the issue, especially when the car comes with a bumper to bumper warranty. If the noise is truly "normal" then this should be disclosed prior to purchase. After my purchase, others told me that they were put into a "bait and switch" scenario at this dealership. In summary this dealership will engage in unscrupulous practices to make a buck. I know no other way to describe knowing about a substantial manufacturers defect in a new product, not disclosing it and playing it off as "normal" after the problem arises. Based on the number of complaints that I found on the web, I am considering initiating a class action suit and will certainly contact our States Attorney General. I do not normally take time to complain about anything but I feel others should be protected from this experience. The dealership received its payment but I am left with a substantially devalued vehicle.

SN

SngBin Jo

The service department doesnt even do what they were told to do. I had a tire pressure warning and scheduled an appointment with the Subaru of Richmond. I dropped my Outback off in the morning and had a call back from a service advisor saying its done. I told him to make sure the tire has no problem at all, and he said he would double check and returned with an answer "no problem". I picked up my car in the evening, and while driving back the tire pressure warning came back. I mean RIGHT AFTER I PICKED IT UP FROM THE SERVICE. The tire with problem seems almost flat. I told them to check my tire and they obviously didnt. I called them but directed to a voice message because business hours over. Ill call them again tomorrow and see how they handle this problem. If you plan to use this dealership for a service, please make sure and triple check they do EVERYTHING they were told to do. So far their service department doesnt even deserve one star, and Ill update my review with how they handle it tomorrow. Update: Next morning, I found the tire was completely flat. When I called the Subaru of Richmond, the Service Manager told me to call Subarus Roadside Assistance to replace the tire with spare to drive to the dealership. Roadside assistance arrived more than an hour later than the scheduled time. The guy who replace the tire found a chip in the tread IMMEDIATELY he pulled the tire out. I dont understand how the Certified Subaru Service missed such an obvious problem. I told them to check the tire and they said they double checked it. They even rotated the tires. I carefully drove to the Subaru of Richmond to have it fixed. They said it can be patched, instead of a replacement, and were not sure how they missed the chip. Well, then who knows if Certified Subaru Service doesnt know how they missed a shiny quarter-sized chip. Anyway, they repaired the tire at no extra charge. It took about 40-45 minutes. The tire seems to have no problem since then. A good thing is that the tire is fixed now. Bad things are time and effort I wasted and less trust about the Service Department of the Subaru of Richmond than I hoped it to be. I added one star because they fixed it. This actually should count as two more stars than my initial rating because I originally wanted to give zero star, which google doesnt have an option. I hope this never happens in the future.