Customer ReviewsforSubaru Of Niagara

Absolutely the most horrific and unprofessional experience of any dealer we have ever dealt with. My wife put a deposit down on a Subaru Ascent but 4 days later we had to back out of the non-firm deal. When we let our salesperson know that we had to back out he became unresponsive. After a second message he advised that his manager would have to deal with it. There were no further communications of next steps and no further direction was provided. I went to the dealership to meet with our salesperson and to collect the deposit back. After stating that we had to back out due to personal reasons the salesperson immediately accused me of buying another vehicle. He then referred me to his manager who again asked me why we were backing out of the deal. I repeated that it was due to personal reasons. The manager continued to ask me the same question three more times and I had to repeat myself louder and louder each time. The manager then accused me of buying another vehicle and also accused me of being "trained" on what to say by another dealership. My deposit was refunded. At this time the salesperson insisted on following me outside of the dealership **************************. He asked if I knew that he worked on commission. I said nothing and continued to my vehicle. He then yelled across the parking lot thanking me for being so professional. I did not respond and left the property.

After receiving and reading this, this morning I have been thinking the proper way to respond.
I will start by saying anyone reading this, please read the 50+ glowing reviews about Brayden and how professional, kind, attentive, courteous and caring he is when assisting his clients. He is a true professional and a class act in our industry. We are very lucky to have him on our team and outside of work he is a great human and better Father.

Your wife came in to meet with Brayden on the Tuesday after Family Day. As mentioned, you and your wife have bought many vehicles, so you knew exactly what you were doing when leaving a deposit, your wife signing our worksheet with agreed upon numbers that says 'Sales Final' right on it and as Brayden reviewed in total detail, that a deposit and signing is a commitment to purchase our new Subaru. It was reviewed and explained in no other way. Your wife called you to review all the numbers, everything was agreed, and we proceeded. I have no clue how firmer a deal could be.. your wife's signature was in 2 areas, deposit was collected, your trade in ownership was left with us, 'Thank you's' were exchanged, etc. From here time is taken to trade, secure and outsource a vehicle which was done quickly and effectively with Brayden providing updates. With the current inventory shortage when one vehicle is secured, this could mean saying 'no' or 'we are unable to get this vehicle' to another customer or 5.
You came in unannounced demanding your deposit back, Brayden greeted you and was trying to have a normal conversation with you. You kept repeating the same thing over and over and made a scene in our showroom. Between when you came in and your deposit being refunded with no explanation or conversation, the total time was approximately 5 minutes. Brayden asked to speak to you and have an honest conversation regarding the experience, the time he spent assisting and everything that went down. You began to take your mask off and glare at him aggressively and walk away with no response.
We had been totally accommodating, helpful, responsive and everyone has been trying their best over the last 2 years with everything going on - the least that you could have done was be kind and respectful of all of the time we put in to this. In email exchanges after I had said this, and will say it again, I wish you the best going forward and thank you for the opportunity. This was a learning experience for us as well.
Sincerely,
Devin K.
Sales Manager

I have brought my car in for a valve spring recall after i have had my vehicle back my car was making a rattling noise coming from the engine which was a piston slap, they ended up replacing the engine after i brought it back. After i got my car back again it started to have a rattling noise when i start the car. So i brought it back so they were assuming it was other noises like the fuel pump causing the noise but it was clearly not the source of the noise. So then they said it was the idler pulleys that needed to be replaced and said it was the source of the noise. After replacing it, the car was still making noise and after bringing my car in and out of the dealership for about 1 year now they still have not found out the problem. I have requested a refund on the idler pulley repair they did since it did not fix the problem but they denied the refund. I have completely lost trust on the mechanics abilities to diagnose and repair problems at this facility.

Good Afternoon...The customer came in for a recall which was performed as stated. After the recall the engine failed and was replaced by Subaru (approx $10000) and the vehicle was giving a clean bill of health. The vehicle returned 4 months later with the customer stating there was a "knocking" noise. We could not recreate it on several occasions as we only were able to re create a normal fuel pump noise which is a characteristic on this vehicle. One of the visits we were able to hear a noise from the Idler Pulley and Serpentine Belt Tensioner. We replaced those items which were not under warranty, but at a cost to the customer. The customer agreed to the charges and work to be performed. There is no recollection the customer wanted to retain the old parts as we do keep all parts replaced for 14 days and then they are disposed of. The customer returned 2 months later saying the noise was still there and we put him into a rental car at no charge as well as did 3+ hours of free diagnostics ($600 Subaru of Niagara Paid) We kept the car for 2 weeks and started it every morning as the customer said the noise only happens once for 4 seconds first thing in the morning. We were only able to duplicate once out of the two week period which we found loose heatshields under the vehicle. We replaced the hardware for it and re and re the exhaust system. We did not hear the noise return after that. All the gaskets and hardware was at no charge to the customer. Customer was told to return to us if it came back which the car did not come back. Belts and Pulley's are wearable items especially on a 8 year old vehicle. We replaced those parts as that was defective.