They love to swap out parts to fix a problem, but when the problem isn't fixed they just swap more parts. All these OEM parts have a warranty or whatever, but every time they swap the warranty is shortened because you've had their crappy part in your vehicle for a few months, until eventually you're on the hook for the cost of the next "swap out", even though the problem has never been fixed. Total BS. When you plead for some help they just throw up their hands and say it's "Ford policy" and they can't do anything. Don't buy a car here, don't bring your car here for repair. Any small neighbourhood mechanic will terat you better by a mile. read more

Bruce B. stay away from this dealership, sales and marketing are product ignorant. so need insight into product forget it. then after the purchase is agreed and deal signed they try to up the agreed price. Sales Manager lacks integrity and leads to falsehoods. read more

Waited 361 days for the service department to order and install seat heater in my 2019 Ford Raptor (black) (Yes, almost a year) Warranty on that (Black Raptor ) ran out just after. Other stuff wrong didn't get fixed. Was that the plan they had all along.??? Now I'm dealing with more incompetent Service department issues. Took in second 2019 (Raptor blue ) for more warranty issues Yes just like the last one. No Surprise as usual they had no record of truck ever being inspected or even being at dealership, Claim truck has no warranty & over its mileage. Funny the paperwork from purchase shows lots of warranty and very low mileage 24.000km What they can't read ??? Or was it the manager was confused with the odometer reading and colour of the trucks ? was it that hard to look up the Vin.# wasn't aware it's the customers job to take them by the hand and teach them the difference. Same year 2019 both Raptors (blue & black) So don't take anything to Suburban motors less your ready to go to war with them. Unfortunate for them I was prepared for the Inevitable screwups for the last 7 months on this Raptor (blue) Waiting for answers that never came from the management . With the last 7 years of Problems with suburban incompetence with the last new 5 vehicles mostly (Bodyshop) screwups I kept all interaction and conversations (papers & recordings) At this time Feb17 2023 I'm told The same manager that had no record of this truck ever being at Suburban will be ordering a driver side seat heater. WOW. What happen to no warranty.? Not bad let's see if they can do it in under a year this time and not cause any other damage to the truck. They still have 2 more issue to deal with that they think they will dodge doing it. Electrical light problem in cab and fault Raptor decal package Filed report with Ford Canada customer service. Next will be to BBB. Won't be stopping at that. Best part my wife just picked up a new 2023 Ford Raptor and yes more problems. No pre-inspection before truck was sold off lot no second working key fob , glue on front window broken zipper on leather seats and the list goes on with the problems. More than likely, it's going back. See a pattern with the Carson auto group doing its bare minimum for its customers. trying to Weasel out of their duties. If you need a Ford go to the mainland or up island to buy it . Save your money and time. Don't deal with Carson auto group read more

Took my girlfriend's 2017 Mustang in for repairs; just a medium sized ding in the rear bumper and a handful of scratches on the left side door. It should have taken maybe a day, but they managed to stretch it out to three days in total. Before even bringing the car in, we inquired if they had space in the schedule and if they could finish it in a reasonable amount of time -- they assured us they would. She got the car back and it looks they had a kid with a crayon try to color it in like it was a coloring book. The ding in the back looks more or less back to original, but they managed to mess up the back-up camera. Now when reversing, it looks like the screen is having a stroke; the colors become inverted and it waves back and forth horizontally. Sometimes it persists, sometimes it goes away quickly. You'd think with all the extra time they took, they could have at least returned the car in better condition than when it went in. Don't bother with these guys, hire someone off Craigslist and you'll have a better chance at success. read more

Terrible service. Waited a day for regular pre-booked maintenance on warranty and still not finished. Had to cab back to North Saanich at my own cost. What is this ? read more

I've taken my vehicles to Suburban for repair over the last 20 odd years and have always enjoyed the consistent professionalism and customer consideration provided by all their service representatives. I recently (during COVID-19) dropped off my wife's vehicle for a quick fix and was mildly surprised that they had their building closed for waiting (there was no sign or posting of their policy on the door). Another customer was waiting outside so I decided to join her (6'+ away). After a while another customer arrived, obviously with similar circumstances and requested a chair, which was provided. The chilly 3 degree weather and their seemingly arbitrary customer consideration had me text my annoyance to my wife, who then called the manager to politely express her disappointment with communication and consistency of policy. Manager "Doug" was only able to condescendingly ask her if she knew there was a global pandemic. He then decided it was time to come outside and ask me the same question. I'll use this opportunity to apologize to Doug and his staff for not handling his snarky condescension nearly as well as my wife. Simple put, the virus seems to have caused Doug to forget his professional mission as "service" manager. I'll be generous and allow that he was - like many in these strange times - overcome by irrational fear. read more

I was called on June 20, 2019 to come into your location by Chris Brookes, your loyalty manager. He said that he would be able to get me a better deal, and kept telling me that there was a mistake, and I should be financing through ford. I'm paying too much for interest. He's not wrong, I am paying too much for interest lol. So, I come into the office. I told him more than once I didn't want to trade my car, and he told me he'd have other options. I tell him some reasons why I'm not happy with Ford specifically. One reason being I was told I would get oil changes for the first year included. He mocked me, tells me that it's $79X2, and that's barely worth it. No, it may not be a high amount of money. But being the loyalty manager I thought he would understand that starting a relationship on a lie does not create loyal customers. Now, I worked in loyalty for years. I understand that point is I was lied to before, what are you going to do, loyalty manager, to convince me that sticking with Ford is the right thing to do? Then he stands up, and promptly kicks me out of his office. He yelled to me "I WILL NOT HAVE SOME 26 YEAR OLD GIRL TELL ME honestly I'm not sure what he said here, something about me being a little girl in debt because they sold me a car...? GET OUT OF MY OFFICE. I don't get up immediately, probably because some stranger that literally asked me to come to his office just yelled at me. He then COMES BACK, yelled at me AGAIN to get out of his office! His training was very poorly done. Is this the man you want running your loyalty team? Someone that can't handle a "26 year old little girl" asking questions? Someone that is sexist, and ageist, and clearly a loose cannon. He makes your customers uncomfortable, and he makes the women on your staff uncomfortable as well. I know of at least one, and that's one too many. The manager at this location apologized, and stopped replying to my e-mails. Be careful doing business here. The do not care about their customers or employees. read more

I ve been looking at trucks for quite some time. I started chatting with Matt Merlot via email and he convinced me to come in and test drive a Truck or in my case five lol. Than we started crunching numbers, I really liked how he understood my budget and worked for me to find the right deal. Brandon was his right hand man who seriously was able to answer every single question I asked about the Ford trucks. I was Impressed... Definitely by his knowledge. I ve been driving a p.o.s ( piece of crap ) vehicle for so long, what a change, driving the perfect truck is for me. Thank you Matt, Brandon and finance manager Peter. I love my new truck and I most definitely do not have buyers remorse. Solid Job If you read this, tell them that Adam Turner sent you! and you want to be just as satisfied as him :) I wish you luck read more

https://www.youtube.com/watch?v=O8M2Mca1rzc bought a 2017 f-150 lariat. we showed them the awful transmission banging and even under warranty they wont fix it!!! Worst customer service ever! When they sell you a lemon they take your money and tell you to go away! BUYER BEWARE!!!!!!!!!!!!!! PS, after I posted this review we got a call from the dealer. Told us we were disingenuous, that these noises were 'normal' and they won't fix it, or even look at it. WORST PLACE EVER!! They deserve 0 stars!!!!! read more

At the parts counter just now was treated with extreme attitude, contempt and an *attempt* to make me feel like an idiot. Meanwhile the phone was ringing off the hook and she just stared at it. I'll take my 2010 F150 elsewhere. read more

Helpful and responsible people. Both of the sales and service department are gentle and knowledgeable. Will definitely visit them again for my next car:) read more

All about selling a car. I wanted to talk about lease options on my Ford Focus. They said that they would buy the car and that I could purchase a new car, have it financed and STILL take it to the States.Ford Credit said no to that deal, but their Finance Department said that Scotia Bank would finance the car and allow me to take it to the States, so we did the deal. I moved to the States and I can't register the car without my title. I called Scotia Bank and they told me that I am not authorized to take the car to the States. I called Suburban and they said it is not their problem. If that is the case, they lied to me and sold the car under fraudulent circumstances. Avoid them and Ford (they also say that it is not their problem). read more

Yes, sales were slick. Poor service every time car serviced until figured out one guy is good.... we always try and ask for him. Repeatedly ignored us telling them about problem that turns out to be part of serious recall. #FordNeverAgain read more

Bought a Ford Escape from Suburban and I am extremely happy with the vehicle and the quality of service provided by the sales team. I would highly recommend Suburban. Ask for Jonathan White he will take good care of you. NG read more

I honestly don't even want to give this dealership even one star. They are the worst sales people to deal with. I have had a bad experience every time I have been here. They have withheld my licence and my keys and after asking for them back a number of times I was left alone for over 20 mins waiting for my things. Also they never seem to want to sell you car...they leave you around sitting all day while they all joke around and hang out in the back. They have the most horrible customer service I have ever experienced. I ended up going to Glenoak in Langford to buy my car and not only was it better customer service but they were able to get me a better deal. I would urge anyone looking to go to Ford to stay clear of this dealership as they have no idea what they are doing and they have no customer service. I can't even put it in words how horrible and unprofessional they are read more

Went here to potentially buy 2 vehicles. The sales person and for some prelim info but then told me I had to give them all my banking info. I said "no, not yet you haven't even shown me a single vehicle yet. Im not even sure I want to buy a vehicle here yet." Dealer went into the back and brought out his sales manager who demanded I give him my banking info. I said " no, I want to see a vehicle before I even start with that process. I don't even think that I want an f150 but I thought I would come and see what Ford vehicles have to offer." The sales manager then said I have to give him this info. Made me feel stupid for not handing over all my info. After all that I walked out. What a crap experience. What a rude sales staff. They wanted my banking info so they could tell me what truck I could buy likes its their choice. Do not go here. Another friend of mine got laughed out of the dealership when he went to buy a Porsche from them. He is a pro sports athlete. read more

We have purchased many vehicles over the years, and have never been treated so badly as this dealership treated us. The salesman was new and arrogant, the manager wouldn't listen and in the end we never could get a price after a trade-in. When talking with the owner later over our bad experience, he was not concerned. read more

The sales deparment here is fantastic, however the body shop and service department is a total mess. I have been there two times for ICBC repairs as it is where i bought my vehicle, the actual work done on the body was great however they blew my speakers and left the volume blasted so when i got in my car and started it it was at almost full volume. They forgot my car was at the shop when I called to ask if it had been completed they told me it wasnt there....when I explained it was they then blamed it on the service deparment. They did not clean my car the first visit and put my keys in the done pile before it was finished so when I showed up to pick up my car I had to wait as it was not done. They somehow put my front axel on backwards or incorrectly causing me to retun for a third time to drop it off and wait. Then after i thought my nightmare was finally over I realized that they had not put the bolts on my tire coreectly and i had lost two of them while driving. I have called now for three days straight leaving messages trying to speak with managers and no one will call me back. After my first complaint when I did manage to speak with a manger about the issues of my speakers being blown, my car being forgotton about and my axel being put on in correctly I was offered to bring my car up for a free clean...... All I can say at this point is I am so not happy with the service department or the body shop it seems like no one knows what they are doing there and it is unfortante because the sales department there is fantatstic friendly and hard working. To finish this all I can do is warn others about my awful experiance and from the looks of these other reviews everyone else has had the same problems with the service and body shop departments. There staff is rude down there treating people poorly speaking to me like I was an idiot and just extremly harsh like they had so many better things to do then fix and return my car.................... read more