Suburban Motors

I have been a customer @ Suburban since 1992 and have always been very pleased with their conduct and service. I recently purchased a Mustang Convertible and thanks to salesman Matt Maillot the entire process from initial inquiry to receiving the keys was exceptional. Matt was very responsive to my emails and phonecalls, which was greatly appreciated. The only thing more fun than the purchase process is driving the car, which I hope to do for many years to come. A big thankyou to Stephen in the Service Dept as well. UPDATE Spring 2023. Booked the car in for several minor issue repairs. Complete disaster. Several items NOT completed and the rear window defroster connector they installed FELL OFF about 2 weeks later. Took until Sept to get all the issues resolved. I would NOT let them touch the car again, if it died on the road in front of the dealership. If it was possible to give a negative rating, I would. Never been treated so badly by any dealer.

Brought my vehicle in for an airbag recall fix. Suburban Motors "completed" the fix leaving my vehicle in a half assembled state. When I pointed the issue out to the service writer I was told they would book me in for another appointment the following week without any further information required from me. It has been a few days and I have yet to hear back regarding the appointment.
Additionally, the signal recall work that was completed has left my blinkers in a "hyper flash" mode which was not happening prior to Suburban Motors "completing" the recall.

Suburban Motors seems more focused on doing the bare minimum instead of doing quality work. I would not recommend having any work done at this service center.

I dropped off my Ford ranger to have the aux port fixed and they quoted me $435.29 to replace the aux which is ridiculous. I refused and paid them $40 for the diagnosis. When I walked back to my truck I found one of the aux port cover screws in my cup holder. I walked back into Ford holding the screw and asked them why they left it out. The service advisor told me it's an extra screw, I told him it isn't and brought him outside and showed him the screw hole. He proceeded to hand tighten the screw in half way before saying "you're good to go" and walkedback inside. I guess this is the suburban Ford quality of work standard.

Getting a brand new car is worth it.
A person can save money buying a car slightly used, but its like a "hand-down" or its been "Broken" or "Violated"

I don't like to write poor reviews as businesses consist of people and we are all human, we all make mistakes. We bought a new vehicle from these folks. We have an extended warranty. It has a slight issue, supposedly covered by that warranty. They aren't saying they won't fix it. They just never do. We've called them. We've emailed them. We've called again. We've been told SO SORRY, WE DROPPED THE BALL and we'll get right on it. Weeks and and weeks have turned into months. Multiple attempts to contact them and still nothing. Finally called the 'boss'. Got vm. Of course. More weeks have gone by. Still waiting for that return phone call. Stunning poor service. Just wow.

Trying to book a test driving, the salesman told me that I MUST order the car first, and then they will provide a test drive.

Will report to VSA.

This company tried to scam me. I was about to put my deposit, and notice that the contract says non-refundable deposit. However, the salesman said it is refundable! I asked the financial guy who is siting in front of me. He seems quit experience and walked out immediately without saying anything. The salesman came back and assure me that it is refundable (like I am blind.and stupid). I ask him why it says non-refundable and he provided me with few different reasons including the manager change his mind and want this "non-refundable" deposit right before we walked in to sign the contract.
After I refuse this and want a to write down refundable deposit on the contract, he become rude and aggressive, and even said things like: "it is refundable as long as you buy the car with me.if you buy the car I will refund you. " and "if you test drive my car, you must buy it. "

I also look up the VSA registration, and can't find the sales person's license number using the name on their website.

My truck is 30 years old.they do their best to keep it on the road. My 54 Ford truck.harder for them

My family purchased a brand new vehicle here. They also purchased the extended warranty etc. This dealership is all smiles and handshakes before you purchase the vehicle but AS SOON as the vehicle is sold…. We literally cannot get anyone to call us back. Not the salesman, not the warranty/parts dept, not even the GM would call us back. We have big problems with the vehicle and this dealership isn’t even professional enough to respond. We’ve tried emails. Phone calls. Calls to managers. Call to the GM.

Skip this dealership.

The absolute worst customer service we have had in years. It’s unfortunate. We are now taking our business (and warranty work, etc) to Duncan Ford.

Skip this dealership.

Bought 2 brand new new F150s here - 16 years apart, and a new mustang, nuff said. I'm a happy customer. Quality is job #1

We got our first car from Suburban Motors and we had a great experience with them. Tamer and Zoe were so helpful, even with our silly questions:) Everything went so smooth we left them with our first car in Canada. Thank you again!

Have had somewhat negative dealings with Suburban before but my truck is still under warranty so I do all servicing at the dealership. My truck is usually the last vehicle they do for the day no matter the appointment time and the time before last it was returned with black diesel oil smeared outside and inside. Last appointment was better, my vehicle was finished by 10: 30 and in the same condition I dropped it off in. If I could make a suggestion it would be to give an accurate pick up time which would make getting a ride to the dealership much easier to plan.

They are the worst for service ever, if the lift breaks they make you rebook instead of shifting the appointments

Kudos to Ashton and the whole team for my recent used truck purchase. Whole process was smooth, efficient and easy to navigate. We were tight for time, at the end of the day, just prior to the Remembrance Day weekend closure. Everyone went the extra mile to make it happen. And.the truck is fantastic! Thanks to all.

My mom always said if you cant say anything nice then dont say anything at all. The quality of service is certainly lacking.

I bought a pre-owned vehicle from them. Tamer was very friendly, and helpful since the first phone call. As i live in Calgary, i had to fly to Victoria and Tamer picked me up from the airport in the morning. Paperwork and everything was done very quick. Tamer and the guy who made the financing process were very nice, but i can't say the same thing for the managers. Managers were not friendly and not helpful at all. But overall I'm happy. Thanks Tamer

If you are looking for great service please do yourself a favor and see Ashton Hickson

Ended up purchasing a Mach E in May 2022 and with the expectation it could be up to a year wait time

A few months later Ashton was able to secure a Mach E for myself. I have been driving it now for a week and absolutely love it

No pressure sales and was amazing to deal with and went above and beyond for my needs

Thanks again for everything and I will be dealing with you in the future for sure

Was great to Work With Ash and the Suburban Motors team when we leased our 2022 Escape. We got a great trade in value, and were looked after by Ash thru the entire process. Was vey attentive to our needs and followed up with great after care.

This summer the transmission on my Ford Escape went. I called Ford first as I had purchased the vehicle from them 4 years ago. I had to wait 3 WEEKS just to get an appointment and then 3 more days for them to officially diagnosis it. They wanted to charge me $7400 before tax to rebuild my transmission. I went to Victoria Transmission instead, got it in done in less than a week and paid $3000 less! I will NEVER take my car to Ford again. Rip off artists at their best!

I had been driving around an older vehicle years and felt it was time for something new or newer. I didn’t know exactly what I wanted, but the sales associate Ashton Hickson was super knowledgeable and patient. He gave me options and provided guidance to what car would fit my needs. I found something I liked right away and went for a test drive. It was the perfect suggestion off the hop and I was able to take it home the next day. The finance manager Troy was the best experience I’ve had with something unfamiliar to me. I was well informed and walked away with my dream car. 10/10 service.

I swung by today to browse the lot in hopes of finding a new vehicle. As I was walking around I noticed a sales associate speaking to some customers, a darker skinned fellow with a pinkish shirt. I stopped for a second as I realized he was blatantly picking his nose. He did this probably 6 or 7 times in front of his customers. This behaviour disgusts me to where I’d rather take my business to a place with hygiene practises.

I wanted to inquire on the cost of the new mustangs on the lot, the grey gt T premium and the blue gt. Devon from the sales department happily dropped what he was doing to assist me with any questions I had and completely changed my perspective on dealer sales. Good job suburban motors

I stopped in to kick some tires and find out information about some of the new ford vehicles, Was fantastic to meet and talk With Devon. He was knowledgeable, honest, polite and passionate about his products, and was able to answer all of the questions I had. He has impressed me more than any salesperson in the last 15 years. I’m not quite in the market yet but I will MOST DEFINITELY be coming into Devon when the time comes. I highly recommend dealing with him as well.

Dan stayed around 30min after closing to allow me to pick up my motorhome after I was delayed by a cycling accident. Then because they didn't put a die in in the initial AC service, they didn't charge me to recharge the AC and add a die this time.

Horrible experience with these clowns. Incredibly unprofessional and slimey. I will never again step foot in this dealership and neither should you. 0 stars.

I purchased used Car from this dealer. At the time of purchase the sales guy told me that the battery was brand new and told me it has a warranty of 42 months replacement and I was like "wow! What a dealership". But now when I when I went to service department to get that battery checked as it's giving me issues, they did not bother checking and said "sorry wrong information passed to me by sales person". May be the sales person was dishonest or the service department doesn't care for used car owner. I was planning my next upgrade from this dealer, but thanks to this issue I won't trust this dealer with their words and suggest everyone to record your deal or get it in writing.

Okay! I'm not lieing, exaggerating, fibbing or making this up. I'm looking for a new truck because I'm sick of not owning a vehicle.
When the tow company towed my and Franks "Boston terrier" House for a night' & or "means of life" because of Covid it almost killed me.
Now that I've been blessed, Its time for a new one.
So yesterday I walked to Suburban. I Sat down to discuss my future brand spanking new truck. I gave him the information needed then he came right back and said that financing will call me back in an hour so I walked all the way home which was about 5 km, and (no call) on my cell phone. No call all night. Some salesman called me this morning after I was up all night excited about getting a new truck. I started to think if a car company wanted to sell somebody a car this wouldn't be going on so I think I'm going to buy from somewhere else because I don't trust my vehicle with them know.
PS Should I call them?

Apparently business is good. I had an appointment for a test drive confirmed with a salesperson. First, he didn't show up, had someone who had no idea what was going on stand in his place. Then, the car that I wanted to test drive was not available. Pretty good indicator of the level of customer service. Won't be buying a Ford.

Worst service ever! Truck got broken into while on the lot (no re embersment for damages) plus way over charged. Got a worst case price that was $400 less than the actual price. Multiple terrible experiences, will NEVER return. Do not bring your vehicle to the service e department unless u want to be frustrated and over charged

These guys are a great team and have been a wonderful help over the years, from the first vehicle financed off the lot many years ago up to now when I drove off the lot with my dream vehicle. Suburban motors is by far my favourite dealership on the island, and they have been so wonderful to me that I even drove from Saskatchewan to pick up my new vehicle. Thank you so much to the entire team for years of great service, shout-out to Kevin Muloin for being a fantastic sales guy, with so much knowledge and was able to show me every bell and whistle on my new ride, shout out to Zoe from finance for being incredibly thorough, thoughtful and creative, and of course Rob Muloin for over seeing the sale, and ensuring that the process was smooth and professional. I don’t have enough kind words to say about this team, so simply thank you all so much!

Got some body done here on my car, fantastic job, the repair looks great, and the service was excellent.

Have had my Mercury Grand Marquis serviced at Suburban for more than 15 years. I am impressed by the work and integrity of this company, and I am particularly indebted to service advisor Stephen Freisinger for his excellent advice and suggestions that have kept my 2007 LS model running like a top. All repairs to the car, and regular maintenance, have been "spot on. "

Worst dealership in town! They do not stand behind their work and will give you the cold shoulder if you have any issues.

Suburban did not complete the repair correctly and passed the buck to Ford, saying it’s a manufacturers issue even though suburban did the initial repairs. Now I am on the hook for 1000k repair. Even though there is clear evidence that this repair was incomplete and done wrong, the dealership will not take responsibility.

After speaking with the dealership manager, Ian Jones, I am convinced he is the reason for such poor customer service at this location. He was very rude, condescending, unprofessional, and did not care about his work and the safety of his customers. I will never recommend suburban motors to anyone. Very poor customer service.

Took my truck here to diagnose a vibration issue in the drivetrain. Was happy at first as they seemed to be asking a few questions to try and diagnose the issue. Long story short, the technician made some wrong assumptions about when the vibration started and therefore did not search properly for the source of the vibration. Erich admitted as much on the phone to me. It was recommended that I replace my entire driveshaft with no clear reason and no quote for any recommended work. The tech that gave me the truck back seemed confused about why this was recommended at all and appalled that no quote was given with the recommended work. The next day when Erich called to explain he admitted replacing the driveshaft was probably a hasty solution but he was convinced that the yoke was bent and should be replaced. I asked him to give me a quote on that which took days before I was given a call back. I paid $170 and they only looked at the driveshaft and told me they did not even consider anything else as a source of the vibration. Complete waste of money, I would never go back here or recommend them for service to anyone. Took the truck to a different shop that had the issue (transmission, torque converter issue) figured out in less than a day and completely repaired in two. They did not even bother giving me the truck back before ordering parts and scheduling repairs. Ford didnt even give me a quote on repairs let alone try and schedule it. Either they didn't really believe it was the driveshaft or they really don't care much about servicing your vehicle. Glad I spent my money elsewhere and happy my truck is running perfectly again. No thanks to Ford. Other shop checked out the driveshaft and all components and said there is absolutely nothing wrong with any of it. Overall bad customer service, no follow up, poor mechanics, and I paid for a diagnostic that wasn't even really done.

I worked with Sean and had a great experience! He treated me fairly and with respect. I never felt pressured during the process. I would highly recommend asking for Sean if you are looking for a vehicle. He is what I call a professional salesman!

My experience with this dealership is extra ordinary. It was my best among all other in Victoria. I dealt with Tamer, I was guided real good. Their stock was awesome, knowledge is great. And sure they will give you several options to fit our needs and experience.

Previous response to my review showed that they were being impersonated. They are taking the appropriate steps to solve the problem.

Look at these punks listing cars at 1500-2500 with no intention to sell at that price and just getting click bait. Super shady scam responses when you inquire about it too. John Grieve from Carson is well known for scratching his head on deals but rumour has it he’s been scratching his head to this date and must have scratched a hole through his brain.

Bought a used car from Suburban Motors. Brodie was fantastic to work with. He gave us a great deal and was extraordinarily patient with answering all my questions and concerns. I would highly recommend Suburban Motors, and especially Brodie!

I have bought multiple high end trucks at suburban. The service department is top notch. The sales department sold my 6000$ aftermarket rims with my car corvette after I brought in the stock rims. Never got them back and they kept giving me the run around. What a joke.

Edit: thanks so much for reaching out. Hope that gets resolved. Very unfortunate

Listing all cars with only 4 digit prices to get more clicks on marketplace. Seems very desperate and a lot like false advertising.

I did a Dealer Trade yesterday and everything went very smoothly. They checked in the unit I brought and had mine ready to pick up in a few minutes. Polite, courteous and fast, everything I love when time is money! Thank you Suburban Motors!

Very friendly, fast, reliable, trustworthy awesome service.
We started the process over the phone with Ben Beattie and Sam MCkitrick were unbelievable in helping us secure a dream 4x4 Truck!
She is a beauty.
Ford for life

I will never recommend, purchase or service a vehicle with Suburban Motors or any of the Carson associated business. They can not fix, replace or repair anything in a reasonable amount of time. My brand new vehicle has seen more shop time then pavement. I will never do business again.

Worst customer service ever. My friend had a car engeine issue in his car and mechanical department told us at least 7 days to get that fixed and refused to give us any courtesy car. When we went to sale department, waited almost 20 minutes sitting, saw they helping others coming after us, was really disappointing. I still remember, when we went to buy a car, 4 guys were running behind us to sign a form.

I purchased a used vehicle at Suburban from Brodie Harris.
The negotiation was very fair and handled without dealer pressure.
I felt Brodie was professional in dealing with the trade in and in explaining the financial summary.subsequent to buying, the vehicle required a Service appointment.
Brodie immediately arranged it and the Service Department was also a pleasure to deal with.

I bought a brand new Ford F-150 with the assistance of Sam, Matt, and Peter. They are definitely the best wrong number I ever called and they now have a customer for life. Kind, Compassionate, and Efficient, there are just so many words to describe their wonder.

Excellent service. Matt and Sam were great to deal with, thanks for making this happen. The transaction from start to finish was professional with no pressure. We are very happy with our new truck!

Got a great deal on a 2019 F150 Lariat! The deal was so good travelled from the mainland to the island to pick up our truck. Brodie and Sean made everything go so smooth. From picking us up from the ferry terminal and taking us to the bank! The truck was fully detailed inside and out. If your looking for a Ford or Lincoln made sure to get in touch with the dream team Brodie and Sean!

I was unable to get the car I wanted due to my own issues but Broodie gave me 5 star service throughout he went over and above what was required. Thankyou very much for your hospitality.