Suburban Motors

Bella and Terry were my two reps and they were incredible. Bella helped me work through the mistakes that a previous collision repair place had made (Craftsman Collision - beware) and got me switched over to Suburban Motors, taking care of all the red tape for me. Terry was efficient and detailed.

Worst customer care we have ever experienced. I would give them 0 stars if I could. We took the minivan in to get a broken window and sliding door fixed. The sliding door on our minivan still gets jammed, and doesnt open. Suburban said this is an electronics issue and has nothing to do with the accident, and needs to be taken to Chrysler. Clearly it had to do with the accident, and not an electronic issue. We took it to Chrysler, and they confirmed it is not an electronics issue, and sliding area is clearly damaged from the accident. So Chrysler called Suburban to tell them where the damage is. Suburban owned up to the mistake as they missed the damaged area originally. Chris then said he ordered in the part to fix this sliding door. We waited another few weeks, and called again since we haven't gotten any updates. The parts department is now saying there is nothing in their system for a slider part that is needed to fix the door. We have now gone 3 months since we filed the claim,and the minivan is not fixed. It is very difficult and awkward having to climb into the van on the other end to put our big toddler into his car seat, and then the infant beside him. Here we are, still with a minivan with a sliding door that doesn't open. Chris from the bodyshop also never returns our calls. This whole process with Suburban motors has been infuriating the moment we filed the claim back in December.

My husband and I are on the list for the new Ford Lighting and emailed to inquire about the process and any updates they might have about it. They told him that they will be selling the Lightening's at 13k OVER MSRP. We were absolutely shocked, this is already an expensive vehicle. When we asked for an explanation they said they wouldn't give any details on options or pricing except in person. We know this is a dealership choice since we have relatives who have just placed orders in Ontario and did not get dinged with extra costs and were sent all the pricing and options via email before placing their orders. They didn't have to deal with high pressure sales tactics like this. We're usually a Ford family, all our vehicles are Ford and I even worked at the assembly plant in university. Having just moved here from Ontario, all I can say is that I am extremely unimpressed with this dealership.

Don’t waste your time at suburban motors Victoria!! My husband and I brought in our Ford edge as it was making a loud rattling sound at start up. The mechanic contacted me saying he couldn’t hear any strange noise and my car was ready to be picked up. After explaining to him yet again that it only happens in the mornings when the car is cold he kept it for another night. I had already stated this when making the appointment so they would know to start the car and listen for the loud rattling noise in the morning. They kept it for another day, then I received another message from them saying that they COULD in fact hear the sound this time but it didn’t last long enough for them to figure out what it was or how to fix it. And that my car was ready to be picked up….??? This dealership doesn’t have ANY interest in helping problem solve to fix an issue on one of their own vehicles. Very frustrating! Don’t waste your time or money here!

Made an appointment to get the spare tire drop assembly replaced. They told me that there was also a recall on the rear back up camera that they would fix at the same time. Appointment took three weeks to get, but that was ok. I take the truck in and they hadn’t ordered parts for either job. It’s pretty sad when your job is to repair vehicles and you don’t order the parts to do the job. I brought it up and they didn’t seem to worried about it. They have now ordered the parts but I don’t know if I will let them do the work. I’m hoping to find a competitor and let them do it.

I had been in the market for a new vehicle and reached out to Kevin @ Suburban and told him what I was looking for in one. Kevin went above and beyond to find the perfect vehicle for me - even coming in on his day off! Justin was super helpful as well and together they exceeded my expectations. Thanks Kevin and Justin!

Just traded in my previous car and leased a 2021 Mustang GT. Ben was an amazing salesman, great quick communication, fulfilled any requests, and did not pressure. Matt and Nathan were also fantastic in facilitating the deal. The whole process was also so quick, and painless. Definitely would recommend this dealership for buying/ selling a vehicle.

After purchasing a 2021 Mustang Mach E, then realizing it was the wrong vehicle at the wrong time for me personally, I went back to Suburban Motors of Saanich on Vancouver Island and traded the 2021 Mustang Mach E after only a short six months, for a 2021 Mustang Ecoboost, which I love. Only this time, the sales experience was brutal and why this review went from five stars down to one. It all started with the pick up. I noticed that my new Mustang did not have all weather mats included, the first time ever in all of the new cars I have purchased, including many Ford's and Mustang's, so my salesman, Matt McLennan advised that I should stop into the parts department, which I did, then was treated to a very unpleasant employee that told me, they do not stock all weather mats for the 2021 Mustang and that ordering them would take several weeks, so I left. After I spoke with Matt, he didn't say much, but did say to enjoy the car and text if I had any questions or concerns. I returned to Richmond and went to order the mats from another Ford dealership (the mats arrived in three days), seems kind of cheap to me that a dealership wouldn't include a $250 item for a returning customer, but whatever, I went on with my day. As my new deal closed on November 30th, I was shocked to learn that an additional payment was taken from my bank account on December 2nd for my old loan on the Mach E, so I immediately contacted the financial manager at Suburban Motors, Peter Atwal, and was eventually told that I needed to deal with the financial institution in question on my own as his "hands were tied". Missing close to $500 from your bank account so close to Christmas is a real letdown, but Suburban Motors appeared to care less about my concerns. As I write this updated review, on January 12th, the matter is yet to be resolved. I did receive a call from Justin Sotkowy, another manager at the dealership offering a free oil change, so that's something I guess, considering I live in Richmond and traveled to Victoria to Suburban Motors only because, I really did have a great experience just six short months prior, but now it seems like a total waste of time. Now back to my sales associate, Matt McLennan... he mentioned, as all sales associates do, to text or email him with any questions, so I did, concerning the fact that my Ford Rewards points were not added to my account a month after purchase. I texted and emailed several times, with zero response. So here is the conclusion that I have come to... If you purchase or lease at Suburban Motors of Saanich, you will get the rush in and out and you better hope that you don't have any additional questions or concerns after purchase, because your inquiries will fall on deaf ears and your emails and texts will go unanswered. So much for being a customer for life. I would say to avoid this dealership like the plague, but in todays world, that doesn't matter much, almost like the way Suburban Motors feels about their customers after the ink is barely dry on the contract and money has changed hands into their account. You can do so much better than Suburban Motors. Sincerely; Murray Wasylnuk