Sutherlin Subaru

Purchased an F250 that was “certified pre-owned with 200+ point inspection” and “new brake pads and rotors” on November 29th. I purchased an extended warranty for $5300 as well. I was told this warranty cove point inspection” and “new brake pads and rotors” on November 29th. I purchased an extended warranty for $5300 as well. I was told this warranty covered “all electronics for 5 years” and also a lifetime powertrain warranty that also “covers the diesel emissions system unless it’s tampered with”. Those are the 2 specific questions I asked, otherwise I would have not purchased the warranty. It was very cold outside. It decided to warm up on December 18th so I attempted to open the panoramic sunroof only to find out it was broken. I pressed the close button but the following morning woke up to water on my leather seat and leather center console. I texted my salesman, Liam, and sent him a picture and video of the issue. I was told at 9:30am that the finance manager, Lexi, would call me back in a few minutes. After minimal texts and communication I recieved a call from Lexi at 8:00PM that evening (11 hours later). Lexi informed me thY my warranty covered all electronics except for the sunroof. She then suggested that she could cancel my loan and re-write the warranty to include the sunroof, but that I would have to wait a few weeks to file a claim. I logically refused because that’s ridiculous. The next day, after going back and forth with Lexi, I was finally emailed the actual literature regarding the extended warranty. I came to find out nothing concerning the exhaust system was covered either. After realizing I had been mislead and lied to, I cancelled the warranty to get my $5300 back. Lexi told me they would take care of my sunroof repair and make it right. That day, Liam texted me and asked me what day and time I could bring the truck to the dealership so they could look at my sunroof. We settled on December 26th and 9:30am. Upon arrival, I was working with Sean, who told me Liam had never made me an appointment. He rescheduled my appointment for Wednesday, December 31st at 9:00AM. After looking at my truck that day, they determined this needs to be fixed by Ford. Sean offered to keep my truck and give me a loaner vehicle, which I refused because I need my truck to tow my work trailer. Sean told me he would call me back that day and tell me what date and time I could drop it off at a Ford dealership. I heard nothing back all day. The following day I called and Sean told me he was waiting on a call back from Ford. On Friday, he had the same story. I left it alone the next Saturday-Tuesday with no contact or update from the dealership. Finally on Wednesday I got a hold of Sean, who told me again he hasn’t been able to get in contact with Ted Russel Ford. I called Ted Russel Ford and spoke with Erica in service who advised me that nobody from Sutherlin Subaru had called them. It took me about 30 seconds to get someone on the phone at Ted Russel Ford. I texted my salesman, Liam, and said I needed an update. He replied with a text saying “Ford said it could be between $1,000-4,000 to fix the sunroof so we are calling other dealers to see if that is accurate”. After that text, I was completely ignored by both Sean and Liam. I was later contacted on Thursday, January 8th, by a finance manager named Andy. I told him what was going and and he said “In my records it says you cancelled the warranty”. That’s because I was lied to and mislead and told my issue wasn’t covered. He informed he would “see what he could do” for me. After not upholding his promise to call me back that evening or early the next morning, I called the dealership 5 times between 1pm and 3:30pm. They ignored every call. I finally used a *67 number and got through to a guy named Tyler in service. He told me Sean was off on Fridays. (Interesting because the first time I brought the truck in was a Friday and I worked with Sean). After waiting on hold he finally tracked Andy down for me. Andy informed me their legal team said they won’t resolve this issue. I’ve been mislead and lied to. More

Five stars is not enough! No pressure only friendly and fast! Brett was so wonderful! I never knew that car shopping could be this pleasan! No pressure only friendly and fast! Brett was so wonderful! I never knew that car shopping could be this pleasan! More

Logan made it easy. He was friendly and knowledgeable. No pressure. I would recommend this dealership to anyone. I drove 70 miles to specifically do business with He was friendly and knowledgeable. No pressure. I would recommend this dealership to anyone. I drove 70 miles to specifically do business with this dealership; they are that superior. More

Outstanding dealer! We purchased a Subaru Outback today and had a great experience! Patrick, Chris and Ryan who closed our great deal for us were all first class to de We purchased a Subaru Outback today and had a great experience! Patrick, Chris and Ryan who closed our great deal for us were all first class to deal with. No high pressure, very informative and respectful! I am a Korean War veteran who was treated very well. I recommend, without reservation, buying from these guys! More

Couldn't be more satisfied with my purchase and process at Sutherlin. Kayla our sales contact was professional, understanding, down to earth, no xx and all around Honest straight forward. Ask for and WORK at Sutherlin. Kayla our sales contact was professional, understanding, down to earth, no xx and all around Honest straight forward. Ask for and WORK WITH HER!!! My wife and I found the used car online, she was very specific on what she wanted (wasn't even a Subaru) and we were 1000 miles away. Kayla sent me videos via text and answered all my questions multiple phone calls and back and forths, never gave me a sense of I was bothering her. We also worked with Chris the sales Manager before going there, and he was awesome cutting the final deal with no raking over the coals. When we got there the whole staff was welcoming, fun and seems like a great community to work in. Ryan in Finance was great offered us additional options but did not brow beat us and understood our answers. We would 1000% purchase from Sutherlin again!! I just wish we were close to use for Service More

Service was great, I made my selection on tires, however the service center recommended a slightly more expensive tire but after telling me the benefits and listening to my concerns about driving in the rai the service center recommended a slightly more expensive tire but after telling me the benefits and listening to my concerns about driving in the rain due to an accident a few years back… the slightly more expensive tire was the BEST OPTION, making me feel safe in my commute. I’ll admit I was shorting myself, they reminded me that my safety is the top priority as I have a family that relies heavily upon me! Thanks Sutherlin and thank you Chris Rose More

My issues are with service, not sales. I'm a long time Subaru owner and was a customer of Earl Duff Subaru before Sutherlin bought them out. I've taken my Subaru to Sutherlin several times I'm a long time Subaru owner and was a customer of Earl Duff Subaru before Sutherlin bought them out. I've taken my Subaru to Sutherlin several times now. The first time was to have a diagnostic test done to see what was wrong with my car. Upon check-in, it was found that there was an open recall on my car. I had already had that repaired years ago because it gave me issues before Subaru declared it a recall, but I was okay with going ahead and repairing it from Subaru to remove the recall notice and just to have it done by Subaru. I did make it clear I did not have time to do the repair that day, that I would come back for it. They said okay. The wait took longer than I expected so I asked how much longer it would be. I had plans. They went to ask, came back and said they went ahead and did the recall repair. No apology or ownership taken for that decision. Just awkward silence. This made me over an hour late for my plans, which put me in rush hour Knoxville traffic which was absolutely awful. I had given myself enough time to avoid that. This was the first strike. Then I came back (decided to give them another chance, we all make mistakes) for another repair needed. They did the repair, I brought my car home. I usually notice when something is off but didn't this time. Got the car home and my spouse noticed they hadn't put a piece of the car's interior back in place. Not a big deal, we popped it back in and nothing broke thankfully. Fast forward a week or so and a piece of the repair falls out as I'm driving. This was very concerning. Some of the functions aren't working now either. I call and explain what happened, they say come in we'll check it out. I bring it back, they work on it an hour or so and tell me it's ready. They never apologized for this inconvenience or failure on their part, they just think taking the car through the car wash fixes their screw up. That IS a nice gesture, however, I'd like someone to take some ownership and apologize. They never do. I pull out of the service bay and realize there's a new issue now that's obvious if you know the car. I took it back in, they fix it again, awkward silence and again no apologies for the mistakes and lack of attention to detail. I drive 40 minutes one way every time I come here. It's very disappointing overall and I don't have any confidence in their service team. Now there's a new issue happening but I'm not taking it back here. I don't like leaving negative reviews, but I will to let others know when I have a repeated poor experience. Repairs on an auto are a big deal, I hope the Sutherlin team sees this and works to be better. Maybe another time I'll give Sutherlin another chance, but for the foreseeable future they have lost my business. Adding that more recently my elderly grandfather came in looking for a newer car. He's on a VERY LOW fixed income. This dealership absolutely took him for his money with ZERO moral compass. He went without telling my mother or myself because he's 85 and doesn't always want us helping him, he wants to go about his business as if he were still 35. This dealership confused him, sold him JUNK and he walked out without even having paperwork. Lowdown to sell this way. Sutherlin is garbage. I hate Grayson too but I'd say they're a step above these people. More