Subaru Sherman Oaks

I rarely write reviews, but I was compelled to share about the excellent service we received here today. We went in for an oil change, tire rotation, and wellness check after driving our Forester across the country. The lounge was clean and comfortable (the complimentary hot chocolate was delicious!). Erica was kind and communicative, and I appreciated her sending me text updates and even following up several hours after I left. My dog was with me, and another wonderful worker gave her a "Chewbaru Outbark" chew toy! Highly recommend!

let me start off by saying my salesperson was an A+. In the finance office is where things went sideways. Some of their policies on down payments don't connect with ANY OTHER DEALER I've ever purchased or leased car from. If I had to do it all over again, I'd defiantly choose another dealer. I can't remember ever seeing a finance manager get into it with a customer (me) and bark at a sales person. BEWARE if you buy a car from them you'd better have ALL names match on every piece of paper. If the down payment comes from another source, be prepared for the contract and registration to go into that name or they won't continue with the transaction. Example: If my parents wanted to pay the down payment on a car for their grand child , the dealer would NOT accept the money! As the GSM told me, "that's the policy there's nothing I can do about it."

Liars! They didnt fix the problem in my car and the knocking sounds in the wheels are still there and probably they didnt even fix the leaking transmission fluid. I spent almost $2,000 to fix the problem and they didnt do it. Never coming back to that circus place. Whats the point of them being a mechanic if theyre not even fixing the real problem in the car and just add another problem. Fake people!

I made an appointment with Elon to test drive an Impreza so I could test out the audio system, so we scheduled for the next day at 11:30am.

I planned my day around this, and drove all the way out to the valley for our appointment, to which I arrived 10 minutes early to be considerate of the salesperson's time. Upon arrival, we were informed that that car was sold and they don't have any other Imprezas for me to test drive.

The issue isn't that they sold their last Impreza, they have every right to, it's just that nobody reached out to me to let me know so that I don't spend half my day going to the valley. I was pretty disappointed. Also, it's fairly strange that the car was sold within 24 hours, but possible and I'll give them the benefit of the doubt for that.

As customers, when you have an appointment, I recommend calling them before you leave, as for the name of the person, and then confirm that the car you have an appointment for is still there.

Before I marked the tires, after service they said they did tires rotation but I know it was not true. How you knew if they change the filters or what kind of oil they change when they are not truthful.
#Subaru must be better

Avoid this dealership if you're looking to get a new car. They only care about selling you a car as soon as possible even if it's not what you want when you are looking to spend $30k.

I worked with salesman Gary, who did a poor job showing the vehicle. However I knew I wanted the car and advised Gary of my time line. We needed to order the car I wanted and was told it would be here at the time frame I told Gary I'd be ready. The car came in 3 weeks earlier than planned and I already advised that I needed until mid September to which I was told that's fine. Gary calls to tell me the car is about to arrive and this is where my 1 star review comes in. I told him I needed until mid September again and he said oh we can't do that. He said we can put you in a similar car. I told him I want this exact car and specsand don't mind waiting. He says We ordered this car for you we can't just hold it. He then then gets very rude and tells me he'll just refund my deposit and hung up the phone.
I can't wait to take my money to another dealership.

Re: Avoid this dealership if ... Subaru Sherman Oaks replied on Monday, July 26th 2021

Hi Garrett, thanks for your feedback. At Subaru Sherman Oaks we strive to maintain and improve our customer's experience. That's why we have highest customer satisfaction rating within our district and we are one of the largest volume dealers in the country. I do not believe Gary had an ill intent when offering you an updated ETA on your inbound Crosstrek. What we and the rest of the automotive industry have been experiencing is unprecedented. With key components of vehicles in short supply and supply chains being disrupted, we've been under an immense deal of pressure to move our inventory as quickly as possible. This is to ensure we continue earning inventory while it is in such short supply. Holding a vehicle for a month and a half just isn't an option. I'm sure there is an alternative solution we can agreed on, such as ordering you a vehicle that would arrive around your desired timeframe. I believe Gary covered this with you on your phone conversation with him, but I would like to verify. Would you please contact me at your earliest convenience? My email address is [email protected] and my direct line is 818-670-7451.

The service advisor named erica is completely clueless when it comes to cars & is extremely rude. I have no idea why she has a job there, i was standing outside for 40 minutes waiting for an advisor to help & unfortunately the worst one came out too me

It's hard to imagine a more convenient and pleasurable buying experience than the one I had at Subaru of Sherman Oaks. The service that Emma provided was simply superb. She handled my purchase from order to delivery and went above and beyond in all respects. She was friendly, courteous, and professional every step of the way. Upon delivery of my CrossTrek, she not only got all the paperwork handled in a timely and efficient manner but also spent a great deal of time "introducing" me to my new Subaru by patiently explaining (in detail) the various features and functions associated with the vehicle. I really appreciated this. She didn't simply close the deal and rush me out the door. She took the time to make sure I knew what I needed to know and that I was happy. Taking the time and making the effort ... Those two things mean a lot to me, and Emma did both. My thanks and kudos to Eugene in finance as well. He too was friendly, courteous, professional, and helpful in taking care of that side of things. Buying a new vehicle is stressful (for me, anyway), but Emma and Eugene went a long way in helping to alleviate that stress and not exacerbate it. Again, I'm very pleased with my new Subaru and with the service provided by the kind folks at Subaru of Sherman Oaks. Thank you!

Been bringing my 2015 wrx STI here for service and advice for a couple years now, and have had nothing but positive experiences. Especially as a car enthusiast, this place makes you feel at home. In particular, the employees understand the "enthusiast mentality". Once you get the dealer workflow understood, you can get in and out pretty quickly! Even with this recent recall, they're handling the extra customer inflow very well.

Honestly I prefer this location over others that are closer to me. Casa cars subaru is killing it!

I've worked with many of the service advisors and loaner car associates. All of them were professional and helpful, with a splash of casual friendliness to help make you feel at home.

The (manager/supervisor I think? Don't know his name) With a shaved head and black shirt is always very timely and quick with his assistance. I had him as my first service advisor for subaru and it was a great experience. As a younger guy with a car to grow into, he gave me great advice.

Camille, who I had my first run in with recently, was SUPER helpful in getting my car ready to go for a cross-state trip. Not only did she talk one on one with the mechanic to inform me of a coolant system rework I wanted to install, giving me peace of mind, She went above and beyond to tell me everything that I could do on my own, and have subaru for for me, to provide a positive preventative maintenance scedule for my vehicle.

Peter, who I belive is a service advisor, is very in touch with the subaru community, and goes into depth about your experience with your car, and what your goals with said car are. Not to mention, he wont hesitate to inform you about your car, when you show that you are interested in the technology and history. Great guy, and super welcoming.

All in all, if you're on the fence about this location, just know that you're in good hands from point A to point B.

I strongly regret having purchased 3 vehicles at this dealership and would advise everybody to stay away. In terms of sales, you can expect the typical up-selling of things you really don't need and bait-and-switch pricing techniques, but that is to be expected. What made me regret my loyalty to this business was the unprofessional, disrespectful customer service I was given at the service department. Craig was put in charge of my visit, and he came across as very unwelcoming and disinterested in my comments from the beginning. I had several questions about the service, which he brushed off in a dismissive manner. He was very rude in collecting my paperwork, and his insistence that he could not take my debit card was the final straw that broke the camel's back. He probably should have checked my records to see that I had been in for service 3 times prior using my debit card, which clearly demonstrates that he pulled the "debit cards cannot be authorized" rule out of his back side. What a joke.