Subaru Pacific

Dear Subaru Customer Relations, I would like to report a very disappointing experience I had with the service department at your dealership yesterday and today. I have been servicing my Subaru at this a very disappointing experience I had with the service department at your dealership yesterday and today. I have been servicing my Subaru at this location for several years and also purchased my vehicle there. Because of this long relationship, I have always expected a certain level of professionalism and respect when interacting with the service staff. Yesterday, around 4:30 PM, I stopped by the service department while I was nearby. I did not have an appointment but hoped it might still be possible to service my car. I was told the team was already preparing to close and was offered an appointment for the following day at 4:00 PM, which I accepted. Today, when I arrived for my scheduled appointment at approximately 4:00 PM, I spoke with a manager at the service desk where customers bring their vehicles for service. I was informed that the service could be performed but without the car wash because, as I was told, there was no water available at that time. For many years, the complimentary car wash has always been part of the service experience at this location and has been a convenient part of bringing the car in for service. I explained that in that case I would prefer to come another day when the usual service elements, including the car wash, would be available. At that point, the manager rolled his eyes and looked at me in a very dismissive way. He then responded sharply that they are a “car service, not a car wash.” The tone and attitude were clearly irritated and disrespectful. I then asked if he could please schedule me for the following day instead. His response was that he did not know whether they would be washing cars tomorrow either, and he again repeated that the car wash is only a courtesy and “not their job.” During this conversation I also mentioned that I have chosen Subaru in part because many Subaru vehicles for the U.S. market are manufactured in the United States. Instead of acknowledging this or responding professionally, the manager dismissively replied that it is a “Japanese car,” again speaking in a way that suggested my comment was not valid. What made the situation even more disappointing is that there was not even a simple apology or any attempt to handle the conversation in a professional and respectful manner, which is especially concerning coming from a manager. I fully understand that a complimentary car wash is a courtesy and may not always be available depending on operational circumstances. However, the issue here was not the car wash itself — it was the way a long-time customer was spoken to and treated. Rolling eyes, speaking sharply, and showing visible irritation toward a customer who simply asked to reschedule the appointment is not professional and does not reflect the level of customer care I would expect from a Subaru dealership. Unfortunately, I did not catch the manager’s name, but this interaction took place at approximately 4:00 PM at the service desk. I would appreciate it if management could review this situation and provide feedback regarding how customer service standards are maintained at this location. I would also appreciate a response regarding this matter. I have always had a positive experience with Subaru and hope this situation can be resolved at the dealership level. Thank you for your attention to this matter. Sincerely, MR More

Very unprofessional. They sent the title to the wrong lien holder, I paid off my vehicle,still not the legal owner. They sent the title to the wrong lien holder, I paid off my vehicle,still not the legal owner. More

rude not professional at all. All your saleman know what to do best is just arguing and provoking customer instead of helping. All your saleman know what to do best is just arguing and provoking customer instead of helping. More

My experience with Subaru Pacific has been an absolute nightmare, and if I could give zero stars, I would. After my vehicle loan was fully paid off in October 2024, Subaru Pacific completely mishandled th nightmare, and if I could give zero stars, I would. After my vehicle loan was fully paid off in October 2024, Subaru Pacific completely mishandled the refund for my canceled warranty coverage (VSA & GAP). Here’s what happened: * The dealership didn’t file my cancellation paperwork until mid-November 2024, even though I submitted it in October. * The refund check for was made out to my lender, who cashed it in December two months after my loan had been fully paid off and my account was closed. Because my loan account was closed, I can no longer speak to a live representative at the loan company to discuss the missing funds. When I reached out to the warranty company, I was told Subaru Pacific should have reported the cashed check as fraudulent and reissued the refund to me while investigating the lost funds. Instead, I’ve been ignored and dismissed by the finance department. They continue to avoid my calls and never directly address my concerns. Steven initially said he would help, but he hasn’t returned my calls in several days. Wendy has been even worse, avoiding me entirely and showing no interest in resolving the issue. This level of incompetence and lack of accountability is unacceptable. Subaru Pacific's actions (or lack thereof) have caused me endless frustration and stress. If you’re considering financing a vehicle through this dealership, think twice. Their finance department is disorganized and unprofessional. They clearly don’t care about their customers once the sale is finalized. Don’t make the same mistake I did by not reading the reviews from the finance department PRIOR to financing a car here. Avoid this dealership at all costs but most importantly, NEVER FINANCE A CAR THROUGH SUBARU PACIFIC! More

Friendly and approachable. Clean and warm welcoming to new customer. Unbiased trustworthy and considerate to get the best amenities of the preferred SUV. Satisfy needs and want Clean and warm welcoming to new customer. Unbiased trustworthy and considerate to get the best amenities of the preferred SUV. Satisfy needs and wants. Fantastic and wonderful Subaru pacific people.🐲🐉🙏👍🏼 More

The job was accomplished in a reasonable time but rather expensive. I don't recall 30K service this expensive on previous cars I have had. expensive. I don't recall 30K service this expensive on previous cars I have had. More

We were treated like royalty. There was no pressure and all staff, especially Kathy and Jesse, and the woman in financing were especially helpful. We had just come from the Volk There was no pressure and all staff, especially Kathy and Jesse, and the woman in financing were especially helpful. We had just come from the Volkswagon dealer next door where we were treated like dirt, so it was so nice working with people who were fair and responsive. I feel like we got an excellent deal and that Subaru would be there for us when we needed them. More

They should have loaner or courtesy vehicles for customers if they are working on a vehicle for an an extended period of time. customers if they are working on a vehicle for an an extended period of time. More

Good Evening, My 2024 Forrester is still not drivable and the sales associate Carlos is aware of the issue with my 2024 Forrester. Especially after I called him crying as the vehicle was stalling while I and the sales associate Carlos is aware of the issue with my 2024 Forrester. Especially after I called him crying as the vehicle was stalling while I was on the freeway. When I last spoke to him on December 27th, he informed me that his manager was trying to figure out the value of my car so they could trade it for a new one. Once I inquired if they would complete the process for a buyback, I have not heard from him since. Unfortunately, the vehicle I was sold is unsafe and is currently still being worked on at a Subaru dealer near my house for the second time. The first issue was not even two weeks after I purchased my vehicle when the vehicle's check engine light was on because the valve body in the transmission was bad. I purchased a 2024 because my previous vehicle 2010 Chevy Cobalt had broken down on me for the last time, after 245,000 it was time for a new vehicle. More

Knowledgable Staff. Great Customer Service. Everyone Goes Above & Beyond. Efficient. Excellent Communication. Engaging. Cool. Fun. Great Customer Service. Everyone Goes Above & Beyond. Efficient. Excellent Communication. Engaging. Cool. Fun. More