Ocean Subaru of Fullerton

My experience with this dealership has been overwhelmingly disappointing. Initially, the sales team I worked with was great. However, once I received the price breakdown, I noticed nearly $3,0 overwhelmingly disappointing. Initially, the sales team I worked with was great. However, once I received the price breakdown, I noticed nearly $3,000 in additional products/add-ons had been included. When I questioned the charges, I spoke with the manager, who explained that the items were already on the vehicle and rather then removing the charges he asked me to make an offer for the equipment. I ultimately moved forward with the purchase. The finance manager was also great and I have no complaints regarding that part of the process. Unfortunately, things went downhill after I took delivery of the vehicle. When I got into my newly purchased vehicle, I immediately noticed there was a crack in the windshield. The manager confirmed that the dealership would take care of it, and I scheduled a time to bring the vehicle back the following week. What I expected to be a simple windshield replacement has now turned into nearly a month without my vehicle. The communication throughout this process has been extremely frustrating. Every week, I have called on the day I was told my vehicle would be ready, only to be told that they needed another week because something was not calibrating properly. My service advisor, Trey, has provided very limited follow-up, and I have repeatedly had to reach out myself for updates. The dealership did provide me with a nice loaner vehicle, which I appreciated, but even that experience became another issue. I got a flat tire, had to put the spare on myself, and unfortunately had personal belongings stolen from the vehicle while I was changing the tire. Despite everything that had already happened, I still drove down to Subaru hoping they could help. I explained the situation to Trey, and I was then told that because of the damage to the tire, it would need to be replaced and I would be responsible for the cost. At that point, it felt like things couldn’t get worse. I accepted the charge and was told I could pay for it the following day when my vehicle was supposedly going to be ready for pickup. The following day, I received no call. Around 5 PM, I finally called and was able to reach Trey, only to be told once again that my vehicle was not ready and that it would need to stay until at least the following Tuesday because the safety cameras weren’t calibrating properly. At this point, I have been making car payments and paying insurance on a vehicle that I have barely had the opportunity to enjoy, while also dealing with weeks of uncertainty and repeated delays. I understand that repairs can sometimes take longer than expected, and I understand that some calibration issues may be outside of the dealership's immediate control. What has been most disappointing is the lack of proactive communication and the way the situation has been handled. After expressing my concerns, Trey told me he would speak with his manager and a women named Maria to see if they could waive the price to replace the tire and see what else they can offer to help with this whole situation.  I was informed by Trey the following day that his manager was only willing to charge me the employee pricing for the tire replacement and nothing else.  I appreciate the attempt to reduce the cost, but after everything that has happened, that does not feel like an appropriate resolution. I also asked for the manager's contact information so I could discuss my concerns directly, but was only given his name—no phone number or email address. Which just adds to the unprofessional behavior Trey has shown throughout this whole process. More

Clean environment, I wish there was a way to separate out easy tasks vs difficult, that way customers don't have to wait so long easy tasks vs difficult, that way customers don't have to wait so long More

Better service this time . Not that before were bad , the cleanness of the place impressive Not that before were bad , the cleanness of the place impressive More

Very friendly & helpful. Work was completed within expected time frame You need a step stool so short customers can comfortable reach the counter to sign estimates, etc Work was completed within expected time frame You need a step stool so short customers can comfortable reach the counter to sign estimates, etc More

Appt at 9:00 AM. All checked in by 9:02. Told car would be ready in 2 hours and it was!! Great service. Love the complimentary car wash. Nice perk. All checked in by 9:02. Told car would be ready in 2 hours and it was!! Great service. Love the complimentary car wash. Nice perk. More

Got the car, they forgot paper work, asked me to drive 1. 5 hr one way to bring the car to them. has been 2 months. still didn't get the plates. Also not to mention they don't know the technical details of th 5 hr one way to bring the car to them. has been 2 months. still didn't get the plates. Also not to mention they don't know the technical details of the cars they sell. I asked if the car has front parking sensors, they made me sure it has. I checked the product spec, there is not front parking sensors, it has collusion sensors. doesn't help while parking. More

Positive interaction. I always expect the best from Ocean Subaru and they always deliver. Thank you! I always expect the best from Ocean Subaru and they always deliver. Thank you! More

Fast and friendly service. Was promptly greeted at my appointment time and car ready in reasonable time Was promptly greeted at my appointment time and car ready in reasonable time More

This dealership has proven yet again how their service sucks. Our first time here was when we were looking for a car to buy and we had a very bad experience with customer service. We left and went back to sucks. Our first time here was when we were looking for a car to buy and we had a very bad experience with customer service. We left and went back to Ontario dealership where we got our 3rd Subaru. This time we added the remote start and the feature won't work so we brought it for them to inspect and fix the issue. We were told in the morning by the service advisor, Colin, that it will take about 2 hours. So after 2 1/2 hours we followed up and he said it will take another couple of hours so we decided to go home and waited for them to call but nobody called back so I decided to call, mind you, wait time for call was more than 30 minutes and when someone answered they said they will call back. Nobody did so we asked our son to drop us off. When we got there we waited again and when our car was given to us, he said nothing was done because they tried but they were unable to and said it has to probably be around 2 days to get it fixed. Nobody updated us, they just kept making us wait and he seems upset and was not friendly at all. If they have told us right there and then, then we wouldn't be waiting and calling. But instead Colins was mean and not being helpful at all. We do hope management works on customer service. We will not recommend this dealership to anyone. More

Kaylie helped me and she’s very knowledgeable and kind. It’s good to know that she’s there when I need her. It’s good to know that she’s there when I need her. More