Suburban Subaru

Service department loves to add charges and not tell you. I’ve bought 3 subaru cars. I will buy my 4^th elsewhere.

Horrible service. I went there for multiple oil changes and each time took over an hour. The last time took over three hours! No one from the service department even came to tell me what was taking so long. Another person came after me for an oil change and warranty work and they were out of there in less than an hour. They don’t even service the cars at the dealership. Instead, they drive the cars over to the Nissan service area.
The only good thing about the place is that some of the sales peoole are helpful. I don’t think the kind lady that sold me my car works there anymore. I go to Hodges Subaru now to get my WRX serviced even though it’s in Ferndale. Oil change is done in kess than 30 minutes and the service guys check up on how you’re doing. I’m usually home in less than hour. Suburban is less than 5 minutes from my house and it takes longer there than another deakership that’s about 20 minutes away.

Please, read everyone’s review before going here. I wished I reviewed this before coming to this dealership as I experienced some of the same issues people had stated.
The sales person Mike did not make the car buying process easy. He didn’t walk us through the process so every time he need something from you (info, documents, paperwork), you’re scrambling in getting to them, versus «while you wait, we’ll need these items from you» They then hide behind their manager’s office or service other people while you’re sitting there waiting for them to tell you «it’ll be another 10 min». Wait was that because you were busy helping other people out? He brought back the initial negotiation paper work and the numbers didn’t make sense, the addition was off and they were missing the taxes, so when I pointed it out to him, he was puzzled and clueless, then ran off to get the «real numbers».
OH the kicker, after I bought my subaru from these guys, I had some issues with the paperwork (1 week after purchase). I called 3 guys that I worked with (twice, left a voice mail) at the dealership, no one ever returned my call. So now I can’t use my car until the paper work clears up.
Overall the car is good, but the process and the experience with the Dealership is bad. If you go here, my tip would be go talk to several of the sales reps to see who you’re comfortable with.

Liked the experience with Brian Plouman our salesperson so much, that we picked up a second Cross-​Trek from him recently! Sheri, the finance person, was also top notch to work with. Thank you for the «pain free» experience!

Be careful with this dealership. Went here to inquire about purchasing a 2016 Subaru. The people here a very nice but definitely tried to rip me off. The car I wanted was one that they were going to get towards the end of the month with their shipment and I wanted a quote on it. The guy printed out a paper for me with a breakdown. The only thing missing was the msrp but it had the price he was going to it to me for and he told me the msrp was about 2k more. After doing some research I realized he was selling it for me way more than it should cost. I looked at another dealership and it had the same car with a higher trim level and more packages with it for the same price. Make sure to do your research first!

Jenna Garrison is very patient, approachable, kind and friendly. She let us test drive a vehicle we were interested in and was very knowledgable. She made the car buying experience seamless. She is a great sales representative and she is highly recommended. Bottom line: Jenna is personable, professional and answered all of our questions. She is very fair. We love the car!

Very courteous, quick, finished when promised, nice waiting area.

We were so impressed by Jenna Garrison! We walked in at 7, test drove 2 — 2015 XV Crosstrek’s and left with one at 9! She was absolutely the best auto sales person We’ve ever dealt with.

Service Related Review: I am aware my 2012 Subaru has an oil consumption issue but Subaru Corporate requires the consumption to be at least ¹⁄₃ a quart low every 1200 miles in order for it to be fixed under warranty. My Subaru’s oil consumption was over the ¹⁄₃ quart low according to a previous oil consumption test done at Hodges Subaru in Ferndale, however at that time the required oil consumption rate by corporate was 1 quart instead of ¹⁄₃ quart. Therefore the Ferndale Hodges Subaru could not help me with the oil issue at the time, but they were much more professional and honest about it than my next experience. After a few months, I wanted another oil consumption test done by a different dealiership to see if they could help me, and went to the Troy dealership. The service manager at the Troy dealership told me he had not seen any other cars with the issue, and then I told him I just saw him give a lady before me the oil consumption test form while I was waiting for him to help me. He got flustered and mumbled a response saying that he has never seen it have to be fixed before. Then he filled out my oil consumption sheet and calculated it to be .12 quarts low per 1,200 miles. He kept repeating how the car hasn’t lost any oil. I redid the math based on how many quarts were low (¼ quart –which his staff member wrote down on the form after measuring the oil dipstick) and how many miles I had driven (1400), and it came out to .20 quarts consumed per 1200 miles, which was more consistent with what the Ferndale Subaru dealership had calculated previously.
After writing this review, the service director for the Troy Subaru found my number from the dealership and called me to try to help me, but also asked me to take my review down or change it. However, he was professional about starting the oil consumption test and gave me a free oil change and tire rotation for having to go through what I wrote above. He mentioned that during my previous experience at Troy, the service manager did not have enough training and he was relatively new. He also mentioned that no one is perfect and that the manager has great reviews and could have fat fingered the calculation. Even if he had fat fingered the calculation, his result logicly makes no sense since we all knew I had lost a ¼ quart in 1400 miles. There was another manager in the room at the time who chimmed in our conversation and said that the other manager isn’t great at being charasmatic, thinking that was the issue, which I quickly told him I do not care about charasma at all. They also said that going forward they (the director and manager that was in the room) should be in the shop when I come in for service and therefore I should have no problems. But i had to explain to them that was not the issue. The issue was the original manager lied to me and was not able to perform basic math, and most of all that he could possibly handle other customers this way in the future.
After this last stop in Troy, I called Subaru Corporate instead of going through this last oil consumption test, and they confirmed their oil consumption rate requirement had in fact decreased to ¹⁄₃ quart and my car was fixed promptly by my warranty through the Ferndale Subaru. The Ferndale shop said they had performed the same fix on 3 other cars the previous week I had mine fixed.

We dropped in kind of last minute on a holiday looking for options on car and Jenna Garrison and James Cagle were amazing in helping me find what I wanted. They gave me options, a good deal and a new car that I love. Things couldn’t have gone better.

Shopped around at 3 different Subaru dealers and chose Suburban Subaru of Troy because they made it so easy! It was actually such a pleasure to get a car. No dealing– just straight up. The car sells itself and the salesperson, Dustin Ciccarelli was truly the best salesperson I have ever worked with. No exaggeration. I always feel like I am being taken advantage of or dismissed by car salespeople and Dustin was delightful and worked hard to get things taken care of efficiently. The business manager (I forget her name) was a no haggle kind of person too. Suburban Subaru of Troy is outstanding.

If you want a no hassle car buying experience, then you need to come here. They offered a deal I couldn’t refuse. Bought a brand new car with features that would normally cost $ 3000 more, but was able to negotiate a deal for the vehicle that was way less than I expected. The car was everything and more. They offered so much for our trade in as well. More than any other dealer did. The people here were so friendly. They are honestly not here to try to squeeze every penny out of you, but to save us every penny possible. Trust me, you will not be disappointed here.

We are very pleased with our new Subaru. The buying process was made very easy by all of the staff at Suburban Subaru. Jenna Garrison. our sales person was very helpful and able to answer all of our questions. Due to a recent injury, my mobility is temporarily limited and she was very thoughtful and did not make me feel like a bother. When we completed the sale everyone came to us at one desk., rather than us moving to the different people within the dealership. This was probably one of the best new car buying experiences we have ever had. My first Subaru but probable not my last.

I sent their parts department a message asking if they had a $ 12 part in stock.
Instead of answering me the following business day, they added me as a new car lead, and put my e-​mail address on their spam distribution list.
Apparently, it’s possible to get less than nothing, when it comes to customer service.

This is by far the best Subaru dealership in the area. This was my first time purchasing a car and the process was so smooth and professional with Shira and Brian at Suburban. To top it all off, I also got the best deal at this dealership! My family and I will certainly be back.
I tried other dealerships in the area and I was taken aback by the poor customer service. If you’re in the market for a Subaru don’t waste your time with the other dealerships. The other dealership’s tactic is so lax or «no pressure» that it borders laziness. They aren’t open for negotiation, don’t get back in a timely fashion and worst of all they treat you like your business isn’t important or even needed. I was told by both Hodges and Sellers at some point, «this car is going to sell either way.»

We visited several Subaru dealers in the Metro Detroit area. Suburban Subaru was by far the best one we visited. Our sales person Katie Toelle was fantastic. She made the whole process seamless. Definitely will be back to buy a another Subaru when the time comes. A good word needs to be said when you get good service these days, as it becomes more and more rare. Sellers Subaru in Macomb promised me a great deal, but were obviously inexperienced, and jerked me around delaying the deal for WEEKS!

Communicated with this dealer over email about a vehicle, and the woman told me that I could come in and test drive it (she worked at the front desk, I believe). As soon as I walked in, the salesman told me I couldn’t test drive the vehicle I inquired about. Really? You should have told me that before I came in… instead of having me drive all the way there to leave me disappointed!
On top of that, they were extremely unwilling to negotiate on the vehicle I wanted. They also wouldn’t give me a trade-​in price of my vehicle until I was for sure ready to purchase a new one.
The only reason I didn’t give this place 1 star is because I thought the showroom looked clean, and communicating with them via email was easy and quick.

I’ve always been a Subaru fan, so come time to buy a new car I walked in this dealership and let the sales guy know I was buying a car within two days. I wanted an Impreza, but they had better lease deals on the Legacy so I drove one instead. I liked the car but the lease deal was only for 10k miles/​year. I had to get back to work, so I told the guy to call me with a quote for more miles. I also told him I would be back the next day (a Saturday) driving other cars at the motor mall and would probably buy that day. I never got a call back. I even received a test drive follow-​up email (I assume automated) from the sales manager, so I replied to let him know that they missed out on the possible sale because nobody called me back with the numbers. I’m busy enough, it’s not my job to come back and ask. I still bought from another Suburban Collection dealer, but I was not satisfied with my visit here. I would give 1 star, but the excellent deals they had bump it to 2. I bumped up again to a 3 because the other Suburban dealers I went to were great, so I’m hoping my situation was just a fluke.

They worked with Suburban Nissan to let me test drive a 2008-​up WRX. Suburban Subaru has a very tiny parking lot and a limited showroom area. They are almost the «armpit» of the auto mall in Troy, and I hate to see them like this but Subaru doesn’t make a lot of great and exciting new cars. Their latest WRX STI is too tame and docile, However, they worked with me to let me test drive the WRX and kept me on the waiting list for the STI at the time.

I am only evaluating this dealership on our pre-​sale dealings with them. Because of this experience with them, we opted to buy our car from another dealership, and have not used them for Service.
Our salesman, Mike, promised us that he would beat any other Subaru Dealership’s offer. I came to him, ready to buy a car from him if he would keep his word about beating the offer I was given by another dealership. He went back on his word and said that he couldn’t beat the offer, and would contact me if he could «match» it. I was annoyed about this reversal, and further annoyed when he didn’t even contact me to «match it». The way I see it, he backed down on his word twice. Therefore, I bought my Legacy at another dealership. I don’t want to deal with a dealership who makes promises that aren’t kept. Other than this issue, Mike and this dealership appear average. Just be wary of them making sales promises and then not keeping them.