Terrible Customer Service. Waited 25 minutes to order and pay for a part!
Sales team does not return messages, does not follow through on promises or call backs. I was ready to put down a deposit on the car this past Monday (was just waiting for a couple pictures by email), after several phone calls and voicemails I finally got the sales guy on the line and then he tells me a friend of the GM is interested in the car and they can't take my deposit. He promised to call me back later that day to confirm if the car was still available or not. No surprise he did not call and the car is still listed. I work in a client service industry and was appalled at the lack of any customer service from this dealer.
Amazing experience. This was the only dealership that was offering the exact car I wanted for the lowest price even during this terrible market for cars. I drove all the way to Sudbury from the GTA (4 hours) and it was well worth it! Christina and James were great and helped make the experience of buying quick and seamless and I was back home with my car the same day. Highly highly recommend this place to anyone looking for a car!
I'm giving 1 star based on the terrible customer service I received. I had to wait 5 months to get the car I ordered. At first they told me maximum 3 months and then it got extended. During the wait I had called them numerous, times left messages and emailed them but they don't even care to reply back. I have never experienced such horrible customer service.
We didn't end up going with a vehicle from Subaru but when we were looking the salesman was very nice, And very informative.
I just received my new vehicle and I am very happy. Andrew went out of his way to help with all questions and concerns. He is very personable and quite pleasant. I also spoke with Matthew in finances and he also was very personable and has laughing eyes. This team is fantastic. I highly recommend this dealership.
In September I was passing through Sudbury on my way back to British Columbia and was in need of a 20K service. Emily managed to book me in for an 8:00 am appointment and Fred, the service manager, got me into the shop right away. Fred put two technicians on the job and the work was done properly and correctly.
I really appreciate the effort they both made to get me in as soon as possible and back on the road. Many thanks.
We drove down from Sault Ste Marie on Friday November 4th for our first service. We were in and out within an hour When the service advisor said our car was done, I thought he was kidding. I am very impressed with the service we received. Thank you
Quite disappointed with my experience of purchasing my first vehicle here at Subaru Sudbury.
First off, I was not informed of all warranties when negotiating a bi-weekly price that I would be comfortable with. The day I went to pick up my new vehicle and finish off signing all paperwork I was then informed of additional warranties to add as an option (like tire and rim coverage which I obviously had to take because of our Sudbury roads being terrible; this resulted in a jump of bi-weekly pricing). Along with not being informed that the Contract Registration Fee varies and could change from their estimated $60, jumping to $166.88. Secondly, they made an error with the contract (keep an eye on this and always read) and tried giving me less of a discount than agreed upon. Third, my new vehicle was not completely detailed and still had streaks on the windows and green chalk on rims when I picked it up. I was told to go in at a later time for them to wash my windows again but I live over 45 minutes away from the dealership and It's not worth the time or gas to go there just for them to "detail" my car windows properly the second time around. Fourth, I never received the email as of yet from Subaru with my registration information to sign up on their My Subaru/Starlink app in order to use the car starter feature, along with other setting features all done virtually through the app.
Though the staff at Subaru are very kind, they seem to have an excuse for any and all issues that may come up; reasoning from either the staff being new, their protocols being different than other dealerships and their headquarters being the blame for myself not receiving my registration email. They can be quite defensive as well when I'm expressing my disappointment in what has happened. However, they did try to offer me a $50 store credit (which wouldn't get me anything really) but they ended up giving me a free set of rubber weather mats instead to compensate for the disappointments that occurred.
Plus, be cautious when leaving a security deposit because if you don't remember to get the refund back after the excitement of picking up your new vehicle, they may not remind you before leaving, because I was not reminded and had to drive back the next day while expressing some disappointment.
I felt like just another person being used for a sale and for my money while being given all the excuses for all the mishaps that occurred.
Very friendly staff and welcoming atmosphere. The one thing though, parking is a challenge since they have limited space to park due to the number of vehicles on their lot along with the other car dealership on the same property. But I don't consider this a deterrent since they try quite hard to do what's best for their customers. 🙂
Horrible service. This place is going down hill . Bring back sudbury fine cars Vince make some changes here it's well needed
Amazing customer service and the waiting room was clean and provided Keurig coffee and a nearby washroom and a phone charging station and tv to watch. Thanks for a great experience.
Very courteous and knowledgeable! Every time I have needed something done short notice they have done everything they can to help me and have really made me feel welcome when I am there.
Great bunch of people.
Best car shopping experience ever! Lynn is terrific!
I drive 130 km to North Bay for any servicing, although I purchased my vehicle at Subaru of Sudbury. Employees at this dealership do not answer phones, phone messages or emails. So... I now avoid them completely to reduce my frustration.
If I could describe Sudbury Subaru in one word it would be LAZY. Part on my 2 year old forester broke, this shop didn’t even take the time to look at our file and told us it was not under warranty. Tried telling them the part was still under warranty because we spent the extra money for the extended warranty but they wouldn’t listen to us. Took our forester to gold fleet in north bay and what would you know, the part was under warranty and they fixed it in the same day. Sucks I had to drive 2 extra hours for basic decent customer service. Never going to Sudbury Subaru again.
I was travelling from London, ON to Kelowna, BC when my car broke down. Because it was an emergency, the garage was able to fit me in that day to take a look at my car. The cost of the repairs were more than the value of the car so I ended up getting a new 2020 wrx. Lynn and the whole team at Subaru went above and beyond to help me get back on the road as quickly was possible.
I have been waiting over 3 months for a radio that was still under warranty. I was sent a recall about the radio being defective and an extended warranty for it due to it being defective. Still no radio. Extremely disappointed with the service.
Recently purchased a 2011 Subaru Legacy to replace our 22 year old Honda CRV. Price, low kilometers, and reliability were on our list to replace the Honda. Kyle helped my family find the 2011 Subaru. I simply asked reception if I could speak to anybody about quality, reliable, used vehicles under $10 000? Reception hooked us up with Kyle. Kyle was transparent from the get go. I feared the idea of 'haggling.' The best price was on the table and Kyle proved this via making a table of all vehicles like the Legacy (year, model, km's) in a 400 kilometer radius. Payment scenarios were layed out. Our daughter was part of the selection process. Kyle treated her as we would have hoped ... not as a bystander, not as a third wheel. We were grateful. Beyond working with Kyle, Jade was quality as well. I was hesitant to purchase extended warranty on a 9/10 year old vehicle. Jade was transparent with this as well. Again, grateful. Besides this, Jade looked to assist our daughter in building credit by suggesting that her name go on the loan as well, knowing the vehicle was our second vehicle and our purchase. Once again, grateful. All in all, the journey to purchase the vehicle was a pleasant one. We are confident that the Legacy will replace our valued Honda CRV.
Great cars but service could be better. Waited at the service/parts desk for 10mins until someone asked me what I needed.
I recently purchased a 2020 Outback outdoor xt from Jamie. From the second I walked through the doors I felt very comfortable. Jamie was so easy to work with and really made me feel valued and respected. She was very knowledgeable and she took her time and explained the MANY features and benefits of the particular outback model. I really felt she was as excited as I was! She also made a point to introduce me to the rest of the staff and service department which was really appreciated . In the end she made what could have been a terribly stressful purchase into fun experience with ZERO stress or pressure. I am extremely happy and confident with my purchase. Jamie and the rest of the staff have a customer for life. Also a shout out to Jade who was fantastic as well!
I recently purchased a 2020 Outback outdoor xt from Jamie. From the second I walked through the doors I felt very comfortable. Jamie was so easy to work with and really made me feel valued and respected. She was very knowledgeable and she took her time and explained the MANY features and benefits of the particular outback model. I really felt she was as excited as I was! She also made a point to introduce me to the rest of the staff and service department which was really appreciated . In the end she made what could have been a terribly stressful purchase into fun experience with ZERO stress or pressure. I am extremely happy and confident with my purchase. Jamie and the rest of the staff have a customer for life. Also a shout out to Jade who was fantastic as well!
Recently purchased my first brand new vehicle and dealt with Jamie. She was great help and made the process very straight forward. I never felt pressured and felt well informed throughout the whole process.
Everyone I dealt with was very friendly and straight forward. Looking forward to the years to come with this new WRX.
I'm a 3rd time Subaru buyer. Alway first class courteous service. I love my Subaru.
Jamie Vannorman was our salesperson. Great experience. Knowledgeable, gave us options, explained everything in detail. We were confident in our purchase of a new Subaru Outback and look forward to dealing with this dealership for a long time. Thank you Jamie for a wonderful , least stressful transaction.
Way better than under their previous ownership. Had two recall services done on my car (one terribly minor, the other being the infamous airbag recall that 90% of the cars on the road have had to deal with) and it was a completely smooth process.
Purchased a vehicle from here, experience was great with sales but downhill from there. I had a bad experience and they wouldn’t come good on it, despite them repeating I should be happy. Do yourself a favour and get you car serviced somewhere else and you’ll see the difference.
Update: 4 years later and I'm still driving the car. So far so good. Dealership is under new ownership now so things are probably better.
I've had mixed experience with this dealership.
Just lately I noticed that the car was going through a lot more oil than it should. This past summer I had an oil sensor replaced because it was spitting oil. I just checked it again and sure enough it's leaking oil again. Not spurting and making smoke like last time but just a gentle but steady trickle. This would explain where all my oil is going.
Another time during maintenance they told me my brake pads had enough life to make it until the next service. When the next service comes of course the pads are completely worn to the point where my rotors are worn out and scored. So they needed to be replaced too.
There has been a loud vibration and grinding noise coming from my shifter around 4000 RPM. They can't seem to find the issue or maybe they don't want to because it involves too much work for a warranty repair.
I'm generally dissatisfied with this dealership and I would recommend going elsewhere.
Great Dealership easy to work with staff very friendly repair work was done faster than expected awesome work!! Over all I give 👍👍 two thumbs up. Thanks again.😉
I have recently purchased a vehicle from Sudbury Subaru and I’d like to take this opportunity to really thank everyone involved into getting me into my first ever Subaru. From the time I walked in and even after the keys were given to me, the staff have been excellent from answering my questions, to loaning me a vehicle when mine hadn’t arrived on time they have been nothing short of excellent! I want to thank Lynne, Andrew and Joel for the exceptional work and dedication you have given and shown me. If I could give you a 20 start rating......... I would in a heartbeat!
I was very pleased with the service we received and how our particular needs were accommodated. Our sales person Lynn was very knowledgeable on the different vehicles available to us. She was able to work search out a fair trade in for our forester that was acceptable to us. I would definitely recommend the dealership and her services to friends and family.
I can’t say enough about my experience. Lynn understood what I was looking for and was prepared and provided information before I could ask the questions. The most pleasurable car shopping experience.
Jon was prepared with the paperwork and made the pickup quick and easy.
Lynn Renaud and the staff of Subaru Sudbury are outstanding!! All queries about our new Subaru were answered promptly and professionally. Every detail of our purchase and the nuances of the new vehicle was covered by Lynn to our complete satisfaction. Great bunch!!
I purchased a Subaru Ascent recently had had the most positive experience at Subaru of Sudbury. From beginning conversations about the purchase right through to driving it off the lot, Lynn went above and beyond customer service expectations. She was always patient and informative. She really listens to your needs and concerns and is honest in her communication. I felt confident leaving the lot with a vehicle that fir my budget and needs. I also had an amazing tutorial before I left the lot. Thank you Lynn for all your time and knowledge.
Recently purchased a used car and had a positive experience
Fast and efficient service. Lynn the floor manager was very professional and answered all my questions. She knows the business well with her experience and took the time to show me around and explain how the luxurious Subaru Forester Sport works. Really happy my first SUV awd is a Subaru. Highly recommend this place, the service is impeccable. Joel was super patient with me and made sure I was set up to own the vehicle in 2 days! Thanks Lynn and Joel for getting this set up so fast knowing my busy schedule and timeline for my business. I'm confident this was a great buy.
Lynn went above and beyond!! She was extremely knowledgeable about the vehicle I purchased as well as warranty options, service and financing. My experience was nothing but positive. I highly recommend Lynn and the team at Subaru Sudbury!!
Well, how should I say this, hmmm, went in convinced I wanted a Subaru, came out convinced I did not. LOL, really !
Lynn was absolutely great to deal with. She was quick at getting back to me and really took the time to explain everything about my new car. I will definitely recommend her to anyone looking to buy a new vehicle.
I just picked up my 2019 STI today and, of course, I'm ecstatic!
I must say Lynn is tops in her field. Just like in 2015 when I got my WRX, she met every expectation and more. I'm talking about every step: ordering from Japan, tracking it to Sudbury, trading in my previous vehicle and finalizing the new deal. I was very specific on what I wanted and when I wanted it, and she delivered.
Dealing with John and the service department is always a pleasure. I work out of town and they are always very accommodating.
Thank you Subaru of Sudbury, your world class, just like Subaru's rides!
Helpful friendly and awesome sales staff.