Moore Subaru

BUYER BEWARE We bought a new Subaru Outback in October 2012 from Subaru of Richmond on 9177 W. Broad St., Richmond, VA, which is part of the “Moore Family of Dealerships”. My sales representative made cle 2012 from Subaru of Richmond on 9177 W. Broad St., Richmond, VA, which is part of the “Moore Family of Dealerships”. My sales representative made clear that the dealership was promising oil and filter changes for lifetime of ownership and inspection stickers for lifetime of ownership among other incentives to buy. Based on those incentives we bought the Outback. From 2012 through to 2021 I utilized the free oil and filter changes and the inspection stickers incentives as promised. However, when we went to schedule our regular oil change in February 2022, we were told the dealership is no longer honoring the purchase incentives. We then called the Service Manager, Chris Tomlin, who confirmed that the new owner Joseph Moore does not feel he has either a legal or moral obligation to continue to provide the previously promised incentives, even obligations made by the same Moore family who owns the dealership. I explained to Mr. Tomlin that we had relied upon those incentives when we negotiated the price of the car and had we known that they would not be honored then we would have negotiated a lower price. Mr. Tomlin confirmed that although Joseph Moore is a relative of the original owner of Subaru of Richmond, he no longer has to honor any prior commitments or liabilities made by his family and a dealership that has the same Moore name. He claims he has a new franchise with Subaru which he claims releases him from any prior commitments by the Moore family. The explanation provided as a reason for Subaru of Richmond (also known as Moore Subaru of Richmond) not to honor contractual obligations and written incentives to customers made by the dealership that is still in the Moore Family of Dealerships is very disconcerting and frankly in our opinion suspect. Anyone who bought a Subaru from the Moore family before the purportedly “new franchise” in September 2021 should be concerned if commitments made to them will be honored. Frankly, there are just too many other dealerships that have integrity and honor its commitments. More

After owning a Onyx XT for 12 months, I knew what I wanted (OBW) and Tom Yuen was more than happy to help me with the ordering process and respond to my follow up questions. wanted (OBW) and Tom Yuen was more than happy to help me with the ordering process and respond to my follow up questions. More

This is my 4th Forester over a 25 year period. I trade up every 6 years or so. My previous 3 purchases were from another dealership. When I went there in October 2021, I was disappointed in the I trade up every 6 years or so. My previous 3 purchases were from another dealership. When I went there in October 2021, I was disappointed in the deal I was offered. I decided to see if I could get a better deal at Moore Subaru even though it's location is not very convenient from where I live; and I am very happy I did. Keith Nelson is the sales associate I talked with and he not only arranged a much better deal, he also helped me place an order for exactly how I wanted the 2022 Forest equipped. He gave me an approximate deliver date and followed up a couple of times to let me know that everything seemed to be OK. The Forester arrived on schedule and Keith showed my wife an me everything we needed to know. There were many safety features added since I purchased my 2017 Forester. My wife and I were totally pleased with the whole purchase experience with Keith and Moore Subaru and I am glad I decided to check them out when I felt I had not gotten a good deal at the dealership where I had purchased my 3 previous Foresters. More

Our Husband and I would like to give Tom Yuen a Huge Thank you and a 5 star rating-would do a 10-but not able too! We had looked at all Consumer Reports and Subaru was highly rated. We had never owned o Thank you and a 5 star rating-would do a 10-but not able too! We had looked at all Consumer Reports and Subaru was highly rated. We had never owned one, so went to Moore Subaru to look around. Tom came out to greet us and walked around with us, explaining each cars advantages! He was never Pushy, which made our experience a Pleasant one! Once I had decided to Lease the Outback-Tom went over all of the add-ons that some of the new models had, showed pictures, etc. We decided on the grey one with the Moonroof package! Tom told us it was still in the factory and would arrive after Christmas! We were willing to wait! On the way home, We decided to give Tom a call and confirm the deal. He set up everything for us on the phone-which took some time-but he never rushed us-calm, patient and kind! Tom called us as soon as the new Subaru arrived and worked around our busy schedule to set up a time that was convenient for us! Once we arrived to pick up our car, Tom handled everything so that the process was smooth and without any glitches! Tom took the time to show us all of the Subaru features-which are many!! He set up the automatic seat settings, the radio-cell phone connection, the lock features, etc. He took his time and never acted like he had any other clients waiting for him! He treated us with the utmost respect and concern for our needs and questions! I commend Moore Subaru for having such a Wonderful, Kind and caring Dealer!! We are Enjoying our Subaru and can't Thank Tom enough for his help in our decision! We are hooked Subaru and Very, Very Happy Customers!! Oh, on top of everything positive-Tom called and left us a nice message of welcome and hoping we were enjoying our new car! Nice Touch and Greatly Appreciated! Please pass along our Heartfelt Thanks to Tom!! He is a tremendous Dealer!! Warm regards, Virginia and Eric Bramfitt (Proud and Happy owners of the New 2022 Outback!) More

Everything went smoothly. Took no time at all to create a driving package I was happy with and put in the fir the vehicle right away! Took no time at all to create a driving package I was happy with and put in the fir the vehicle right away! More

After we got our new Subaru, we needed help setting up such things as the My Subaru App, plus we had questions dealing with a number of features we weren't familiar with. We called our sales person, T such things as the My Subaru App, plus we had questions dealing with a number of features we weren't familiar with. We called our sales person, Tom Yuen, at least a half dozen times asking for help meetings. He responded quickly to all our requests, and worked with us, sometimes in sub freezing temperatures. We greatly appreciate his willingness to help us, and he has our sincere gratitude for his assistance and personal care. More

Awesome experience working with David Lowenhagen. Clear communication (email, phone, and face to face) and VIP treatment! He takes the stress out of buying a car. We will definitely continue to p Clear communication (email, phone, and face to face) and VIP treatment! He takes the stress out of buying a car. We will definitely continue to purchase our cars at Moore Subaru. More

What a wonderful purchase experience working with Mr. Lowenhagen. This is my second Subaru purchased here and won't be my last. The entire process was smooth, quick, and easy. But then it usually is when Lowenhagen. This is my second Subaru purchased here and won't be my last. The entire process was smooth, quick, and easy. But then it usually is when working with professionals like David and Dino! More

I am a first time new car buyer. I visited several dealerships to evaluate several vehicles. The Outback was one of two vehicles I chose as top options. Keith Nelson was outstanding in relation to my dealerships to evaluate several vehicles. The Outback was one of two vehicles I chose as top options. Keith Nelson was outstanding in relation to my purchasing experience. So far, I think I made a great choice as to what to buy and where. More

Keith Nelson was my contact, and he did a marvelous job of helping me special order my Subaru & keeping me posted throughout the process through a flawless delivery. of helping me special order my Subaru & keeping me posted throughout the process through a flawless delivery. More