Subaru Santa Monica

2.9 out of 5 2.9

Reviews

2.9 out of 5 2.9
557 lifetime reviews. Includes reviews of Subaru Santa Monica from DealerRater.com A dealership's rating is calculated by averaging scores from reviews received in the past 24 months.

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  • 1.0 out of 5
    September 11, 2020

    Know that I waited a really really long time before I left this review... I sold my '18 WRX at the end of February 2020. I visited the dealer in-person... and requested my Subaru Added Security warranty to be cancelled. I was told that it could take up to 6 weeks for my check to be mailed to me. It's been 7 MONTHS now and I still do not have my refund! The level of unprofessionalism presented by this dealer is outrageous. I didn't contact them during the first month. About the 5th week I emailed and phoned requesting a status and heard nothing back. Same for the 6th and 7th week, nothing! I finally contacted Subaru Corporate and complained and was contacted by Linda Allen, business manager, who informed me that they sent the check and it was cashed around 15 days prior. I informed them that I didn't receive anything from them let alone a check nor did I cash any checks as I was calling in to ask where is my refund. They sent me a photocopy of the signed and cashed check which was NOT even close to my signature. They started a fraud investigation with the bank and Linda told me they can't issue another check until they get their money back. At some point I learned that Linda is no longer with the company and I was put in contact with Reina Perez at which point I had to explain the situation all over again. After speaking twice on the phone, no different course of action has been taken and the level of customer service has not improved as I am still waiting for them to sort things out with the bank. Fast forward, it's almost October, so over 6 months and I still don't have my refund, this is unacceptable! Fraud committed against the funds that Subaru owed to me is their responsibility, they should be the ones waiting to get their money back when they work it out with their bank, not me! This level of customer service should uphold their responsibility to the customer and refund the money knowing they will get their money back from their bank and do right by their customer in the mean time.

    1.0 out of 5
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    Not Applicable
    Quality of Repair
    4.0 out of 5
    Overall Facilities
    4.0 out of 5
    Buying Process
    Does not recommend this dealer
    Shopped for a new car
    Did make a purchase
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  • 1.0 out of 5
    September 11, 2020

    Subaru Added Warranty Refund Nightmare DO NOT BUY EXTENDED WARRANTY! Know that I waited a really really long time before I left this review... I sold... my '18 WRX at the end of February 2020. I visited the dealer in-person and requested my Subaru Added Security warranty to be cancelled. I was told that it could take up to 6 weeks for my check to be mailed to me. It's been 7 MONTHS now and I still do not have my refund! The level of unprofessionalism presented by this dealer is outrageous. I didn't contact them during the first month. About the 5th week I emailed and phoned requesting a status and heard nothing back. Same for the 6th and 7th week, nothing! I finally contacted Subaru Corporate and complained and was contacted by Linda Allen, business manager, who informed me that they sent the check and it was cashed around 15 days prior. I informed them that I didn't receive anything from them let alone a check nor did I cash any checks as I was calling in to ask where is my refund. They sent me a photocopy of the signed and cashed check which was NOT even close to my signature. They started a fraud investigation with the bank and Linda told me they can't issue another check until they get their money back. At some point I learned that Linda is no longer with the company and I was put in contact with Reina Perez at which point I had to explain the situation all over again. After speaking twice on the phone, no different course of action has been taken and the level of customer service has not improved as I am still waiting for them to sort things out with the bank. Fast forward, it's almost October, so over 6 months and I still don't have my refund, this is unacceptable! Fraud committed against the funds that Subaru owed to me is their responsibility, they should be the ones waiting to get their money back when they work it out with their bank, not me! This level of customer service should uphold their responsibility to the customer and refund the money knowing they will get their money back from their bank and do right by their customer in the mean time.

    1.0 out of 5
    Customer Service
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    1.0 out of 5
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    Not Applicable
    Pricing
    Does not recommend this dealer
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  • August 3, 2017

    Vance was amazing. I went in for the first time 9 months ago, just to look. He approached me and treated me with respect from the get go. Actually listened... to what I wanted and took notes. After I left, he followed up with me every month. His commitment to follow up sets him apart from your average sales man. Finally I went in this past weekend, he remembered what I wanted, showed me and took me out for a drive. When we got back, I was getting ready for the haggle part. It never happened, he went over to get his finance manager, told him to take care of me, and I was out in one hour. Unbelievable experience, definitely recommend Vance. Thank you for making my car buying process so smooth.

    5.0 out of 5
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    5.0 out of 5
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    5.0 out of 5
    Buying Process
    Does recommend this dealer
    Shopped for a new car
    Did make a purchase
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  • 1.0 out of 5
    May 27, 2020

    I bought a Crosstrek from them in 2016 and am now trading in that vehicle in a different state. I have called and emailed for two weeks trying to get my... extended warranty reimbursed which Subaru of America assured me would be no issue. I haven't heard anything back from Subaru Santa Monica. I have NEVER experienced worse customer service.

    1.0 out of 5
    Customer Service
    1.0 out of 5
    Quality of Repair
    1.0 out of 5
    Overall Facilities
    1.0 out of 5
    Buying Process
    Does not recommend this dealer
    Shopped for a new car
    Did make a purchase
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    Dealer Response

    Beth, we regret to hear of the break in communication. Please contact our General Manager, James Hartzberg, at jameshartzberg@lacarguy.com so that we ...can look into this.

  • 1.0 out of 5
    May 27, 2020

    I bought a Crosstrek from them in 2016 and am now trading in that vehicle in a different state. I have called and emailed for two weeks trying to get my... extended warranty reimbursed which Subaru of America assured me would be no issue. I haven't heard anything back from Subaru Santa Monica. I have NEVER experienced worse customer service.

    1.0 out of 5
    Customer Service
    1.0 out of 5
    Quality of Repair
    1.0 out of 5
    Friendliness
    1.0 out of 5
    Pricing
    Does not recommend this dealer
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  • 5.0 out of 5
    April 13, 2020

    First class service and any issues they will address quickly.

    5.0 out of 5
    Customer Service
    5.0 out of 5
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    5.0 out of 5
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    Not Applicable
    Buying Process
    Does recommend this dealer
    Came in for service or repair
    Did make a purchase
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    Dealer Response

    Hi Tony, we strive for a high level of customer satisfaction in all aspects of our dealership. We strive to deliver a great experience to all of our v...alued customers. Reviews like yours help us to continually improve.

  • 5.0 out of 5
    October 14, 2019

    Glenn was a great sales representative and told me a lot about my car

    5.0 out of 5
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    5.0 out of 5
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    5.0 out of 5
    Buying Process
    Does recommend this dealer
    Shopped for a new car
    Did make a purchase
    0 people out of 0 found this review helpful. Did you?
    Dealer Response

    Cynthia, thanks for your great review, and for giving our dealership such a high star rating! We strive to deliver a great experience to all of our va...lued customers. Reviews like yours help us to continually improve.

  • 5.0 out of 5
    September 19, 2019

    Made an appointment for a scheduled service. They were ready for me when I arrived. The service did not take any longer than they estimated. They have... a comfortable lounge where you can wait.

    5.0 out of 5
    Customer Service
    Not Applicable
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    5.0 out of 5
    Overall Facilities
    Not Applicable
    Buying Process
    Does recommend this dealer
    Came in for service or repair
    Did make a purchase
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    Dealer Response

    Hello Mike, thank you for sharing your experience! We're happy to hear your service went well. If you ever need anything else from us, please feel fre...e to give us a call or stop by. Have a great day!

  • 4.0 out of 5
    June 5, 2019

    The attendant was very personable and attentive. The car was due for one of the more major services (60k miles), which took longer, but was still ready... on time. The only downsize was that it cost more than I had expected. I realize that my cost expectations are strongly shaped by what things cost when I was younger (I'm now 82 years old), so was somewhat shocked at the current costs. Nevertheless, I cannot say that what I was charged was out of line given today's prices. PS Because I brought the car in for servicing, I answered the second question below as a "no", although I did buy the car new from the dealer eight years ago.

    4.0 out of 5
    Customer Service
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    4.0 out of 5
    Overall Facilities
    Not Applicable
    Buying Process
    Does recommend this dealer
    Came in for service or repair
    Did not make a purchase
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    Dealer Response

    Thanks for taking the time to leave your honest feedback. If you would like to discuss anything further, don't hesitate to reach out. We are always ha...ppy to help.

  • 5.0 out of 5
    May 27, 2019

    Dealt with salesman Remize, who appeared to be very knowledgeable and was very tolerant of my ever so many questions I had. It was a fast and pretty easy... sale.

    5.0 out of 5
    Customer Service
    Not Applicable
    Quality of Repair
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    Overall Facilities
    5.0 out of 5
    Buying Process
    Does recommend this dealer
    Shopped for a new car
    Did make a purchase
    0 people out of 0 found this review helpful. Did you?
    Dealer Response

    Congratulations on your new vehicle! We're happy to hear Remize was able to provide you with a positive car buying experience. We hope to be of servic...e to you again in the future. Best wishes, Subaru Santa Monica

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