My wife and I scheduled a test drive of a 2018 Subaru
Outback on Labor day. We were contacted multiple times via text, call and email to confirm the appointment with Carmen. When we arrived we were met b
Outback on Labor day. We were contacted multiple times via text, call and email to confirm the appointment with Carmen. When we arrived we were met by Carmen, who was very knowledgeable about the Subaru. We noticed during the test drive that the touch screen audio system was not working properly. We were promised that it would be looked at and the car would be detailed before we took it home, if we decided to purchase the vehicle. Which we did! The buying process was enjoyable, we had a nice time meeting with Carmen and Mike, our assigned financial advisor. We had not yet officially purchased the vehicle, because we had forgotten our check book. We were told we could come back up next day with the check for the down payment. So at this point we assumed we would not be taking the vehicle home with us same day, which we were totally prepared for. Dealer plates were put on the vehicle and we were handed the keys. It rubbed us the wrong way, like they were pushing the car onto us, which they were. I will also take this time to mention, we purchased a warranty as well, because the car was being sold "as is." The vehicle was not detailed and the audio issue fell through the cracks. I went back up to the dealership the next day with the check, as promised. To find out that some of the paperwork I had originally signed was incorrect. It had all of the wrong information about the vehicle, even stated that it was a 2022, instead of the 2018 it was. No biggie really, I signed the new forms without question. I then brought up the radio issue once more, that's when they sent me over to the service department. I then scheduled an appointment to have it dropped off at the Subaru dealership today, 2 weeks later. Brought the car home one day after purchase, went to go to work the next morning, it wouldn't start. Richmond Ford paid to have it towed to the dealership, and I waited all day without an update as to what was going on. After multiple attempts to make contact, I was finally able to get through to someone in the service department. This person had no idea what was going on with my vehicle. Couldn't even tell me if it had been received, whether it was sent to Subaru, nothing! This making me nervous, I asked to speak to a supervisor. This is when I was put in contact with Jason, who told me they had in fact received the vehicle and would be looking at the next morning. I was not planning to have to leave the vehicle there multiple days. Jason called me early the next morning, even though he stated they were able to look at it later the previous evening. The issue was diagnosed and the parts ordered, with no estimation of when the parts would arrive, or when it would be repaired. At first they were not planning to cover a loaner vehicle, but I put my foot down and they reluctantly agreed. I was dropped off at the dealership the following Monday to pick up the loaner vehicle. I was not told that I would be taking a ride halfway across town to pick it up. The Subaru was repaired and ready for pick up Friday. When I picked it up, I confirmed the standing appointment I had with Subaru the following Monday. Even asked them if it would make more sense for me to just keep the loaner until all of the issues were fixed. Jason told me they didn't want to cover the cost of the loaner for 2 more days, so I needed to take the vehicle with me and drop it off at Subaru Monday. When I get to Subaru today, I did not have a scheduled appointment. They were simply told I would be bringing it by at some point. They ran the diagnostics on the audio issue and found it had been replaced 3 times prior by previous owners, and this was a known issue that Richmond Ford would have known about before selling the vehicle. Richmond Ford dropping the ball once and once again. If you want an easy buying experience, sure, I'd recommend doing business with them. Seems there only goal is to get you out of the building with the vehicle, wait until after the 72 hour exchange policy window to call you back, then miss on every customer service aspect after that. I personally, will never be doing business with them ever again.