Dealer 2-Year Rating

Overall Rating

2.7 / 5
Customer Service
2.9  
Friendliness
3  
Overall Experience
2.7  
Price
3  
Quality of Work
3.1  
Service
1  

Dealer Reviews

Show:  

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Purchased new car

By Rgwgray on 7/3/2017 at 1:57 PM. Helped by Mike the salesman, sales manager, and finance manager.

I bought a new car at Irvine Subaru. Great experience. Very honest and straight forward purchase. Mike the salesman delivered on what he promised. Sales manager very friendly and involved. This is my second purchase from Irvine Subaru and definitely that is where I'm going for my next one. Great car we bought and took the car within an hour. It is refreshing to be told something and have it delivered as promised with no changes. Just a friendly positive experience I would recommend to anyone.

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Unable to properly diagnose my vehicle and poor workmanship.

By Craig on 4/22/2017 at 2:38 PM. Helped by Sebastian.

Service center told me my car was repaired but it was not. Repeatedly, I returned my car for the same issue, was told my car was repaired, but the issue was still occurring. Eventually, I was told that there was an issue with the steering box (a tooth had skipped) and that it needed to be adjusted. During my follow-up visit for the adjustment, instead of Irvine Subaru adjusting the steering box, I was told I need to purchase four new tires. I did not purchase their tires and took my car Renick Subaru instead to adjust the steering box. Renick Subaru looked at my car, confirmed my tires were not causing the issue and said the steering box cannot be adjusted. I was billed $159 for their diagnosis. I contacted the Service Manager, Sebastian, at Irvine Subaru about reimbursing me the $159 diagnosis fee from Renick Subaru because Irvine Subaru's incorrect repair suggestion is not something that can be done. Irvine Subaru denied my reimbursement claim. After Irvine Subaru worked on my vehicle, I was told the mounting holes on one of my front struts and steering knuckles were elongated (looks like a drill was used) thus damaging both parts so they now have to be replaced. These parts are from the area of my car that Irvine Subaru worked on and Irvine Subaru was the last shop to troubleshoot these parts. I spoke with the Service Manager, Sebastian, at Irvine Subaru and was told that I will have to pay them to replace the parts. I attempted to speak with the General Manager, Sergio, at Irvine Subaru but my call was forwarded to a voicemail box that is too full to accept new messages. My experience with Frank, one of the Service Advisers, was always professional. He is knowledgeable and friendly.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

No Integrity--Unprofessional!

By sdunmeyer on 3/19/2017 at 11:30 PM. Helped by Ryan Park.

First, I had an agreed upon car and price through email and they took a deposit over the phone. When the car came on a Thursday they called and asked when I wanted to come in. We set an "appointment" for that Sunday since I was told it wouldn't be as busy and they could get me in and out. I arrived at 10:00 am and was told they're getting the car ready. OK, should have been ready, but we wait. 45 minutes later I'm told the keys are locked in the car and they won't be able to open it until the next day, Monday. I ask to see to at least to check the color/car. It's buried in the back lot behind 10 other cars with all the paper and plastic and dust still on it...in other words, nobody even looked at it until I showed up that morning. THEN, IT'S MISSING A $1600 OPTION PACKAGE. Clearly, I wouldn't have agreed to the price and put down a deposit for this car. The salesperson's answer, even though I had the email in writing he'd sent, was that he'd made a mistake and must have copied and pasted something from another customer in his haste. I then ask about the car I want and what they'll do for me? After verbally telling me about $700 more for the $1600 package, he comes back from the sales manager's office with a price $1400 more than we'd agreed upon originally. I had to leave to get our dogs (and out of frustration) but tried contacting both the Internet sales manager and general sales manager the next day...neither one ever replied to my email, or sent an apology or made an effort to set it right. There's more but this should be enough for anyone to know...STAY AWAY! They claim to be number one in Southern California but read all the bad reviews...that will change quickly. The sad thing is I'd bought a Forester from them in 2015 (also not a great deal but not bad enough for me to forego the convenience of proximity). Anyway, took me all of 15 minutes when I didn't hear from either "manager" the next day and a few emails to find a MUCH better deal than even the original offer they wouldn't honor and to be treated like a valued and appreciated customer...easily worth an extra 40 minute drive!

I would not recommend this dealer.

Overall Rating

2.2  

2   Customer Service
2   Friendliness
2   Overall Experience
3   Price
2   Quality of Work

Sales person lacks professionalism

By Subaru on 2/17/2017 at 4:06 AM. Helped by Desiree.

Desiree, whom I believe is the sales manager was very unprofessional in her dealings with my buying a car. She was agressive, inattentive and as I said unprofessional. Whoever owns this company, should address this.

I would not recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price
5   Quality of Work

Car Purchase

By pntruong on 2/10/2017 at 6:52 PM. Helped by Dustin.

Dustin and the family at Subaru Irvine made the purchase of a car easy, straight to the point no xxxxxxxx. The best purchase I made this year!

I would recommend this dealer.

Overall Rating

1.0  

1   Overall Experience

Just poor customer service

By jamessubaruforester on 12/12/2016 at 10:50 PM. Helped by No name given.

I have been trying for months to get them just to do the things they say they will do regarding the recalled Takata airbags. I wait for 45 mins on hold and then get bounced to the back of the que. I wait on hold and get sent to a nameless voicemail. In a third call I was told I would be on a waiting list and get a call in a few weeks. A few weeks later I call and get told I'll get a call when the part arrives in a few days . No cll. I call them. I wait on hold. All the while, sitting on hold, I get to listen to an outgoing messge about how top customer satisfaction is there goal "everytime". Would be nice if they would REACH that goal even once. When I brought the car in for scheduled service they tried to upsell me on $2000 in other (unnecessary) service and repairs.

I would not recommend this dealer.

Overall Rating

1.4  

1   Customer Service
2   Friendliness
1   Overall Experience
2   Price
1   Quality of Work

Not True to Their Word

By Dissatisfied on 11/26/2016 at 9:14 PM. Helped by Desiree Farey, Isaiah Jeynes.

This dealership told me I would get one price before I went in and made me fight for the deal when I went in to buy the vehicle. I was asked to go directly to them if I had a complaint, which I did. They received my complaint and I got no response what so ever. No one tried to contact me in any way to help the customer service relationship. I would not recommend the dealership to anyone.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price

Worst service experience ever

By dealervisitor1972 on 8/13/2016 at 7:32 PM. Helped by Unknown.

My car was towed here for maintenance. After its arrival, I attempted to call the service department. I was put on hold for over 45 minutes. After somebody finally picked up, I was put on hold again and then disconnected. After another 45 minute wait, I was finally able to speak to somebody- they were rude, and unapologetic about the wait. On my next call, I pressed to talk to sales to avoid the 45 minute wait- the only thing I needed to ask is what time they were open until because I needed to pick up something I left in the car. I was transferred to the service department, and was yet again put on an excessive hold. I was told I would receive 10% off my service, but when it was time to pay, they did not take it off and I had to remind them. I was told the service would take 2 days and it took 7. WOULD NOT RECOMMEND.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

great dealer for excellence in sales and returning

By buckchaser on 7/13/2016 at 6:15 AM. Helped by Des. And the crew.

This dealer does everything right for me . Simple quick. Good to build your car in color and wait and have Des. Order it for u.she is the one . From first time to repeat buyer to old , she can handle it and get u in a safe car.lots of dealerships will not have the simple sale u will get here.highly recommended to see them in irvine and on the web .

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Welcome to Friendly California!

By Jade on 6/25/2016 at 9:40 PM. Helped by Desiree.

My daughter is moving from MD to CA and a friend sent me to Irvine Subaru - best think anyone could have done for me, considering buying a car can be quite stressful.. Well Desiree of Irvine Subaru knows not just how to do business, but to ensure that the customer never goes anywhere else...She has been knowledgeable, friendly, honest and extremely helpful in getting my daughter the car she loved (Subaru Outback) in exactly the colour she wanted and the right package, still keeping us within our budget. It is a great place to buy/lease a car and I would recommend them without reservation. Keep up the good work!

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Overall Experience

Worst service department and dealership I've been to

By Dave on 1/4/2016 at 9:26 PM. Helped by Frank.

I brought my 2010 Outback to get serviced there a few weeks ago. I was checked in and told I would receive a call the next day with the diagnosis for my car. I did receive a call the next day (Friday). They told me the part would be in on Monday and would take 2 hours of technician time. I heard nothing Monday or Tuesday. I called them on Wednesday to find out where my car was. First, nobody answers the phone at the service department (typically). You get put into a queue. On Wednesday I sat in the queue for 25 min. with nobody in front of me. After 25 min. I got recirculated by the phone systems and put back into the queue. After another 10 min. of waiting I hung up. I tried 3 other times to call them that day but to no avail. Then on Thursday I tried again. I finally got someone on the phone who said they would check with "your service manager" about my car and call me back. Of course nobody called me back. So, on Friday morning I started again. Again, I got someone who said they would call me back with a status but 5 hours went by, no call. On Saturday I tried again. I got someone on the phone who promised me they would call me back with the status update. When they did they told me the technician was just finishing up and I could probably pick it up Monday! I didn't bother asking why it would take another couple of days if they were finishing it up. Anyway, I waited patiently. I called them again on Monday to find out if my car would be ready. The service representative said, again, "I'll call you back with a status" but again, 5 hours no status. I tried to call them again and again get put in the queue. So, I tried requesting the dealership general manager by going through the sales department. I then got transferred to his voicemail, which, of course was FULL! So, I still have no idea why a 2 hour install and a 2-day part ship has taken them 1.5 weeks. I can't even believe this dealership stays in business. It's almost funny how badly they are treating their customers. It's pretty simple really, you put the due-date in the computer when you check a car in. They if you need the car longer, you call your customer and let them know why and when they might expect their car. If you don't make the second deadline then you call them again and so forth. Not rocket science just good business. Irvine Subaru has some major problems. I suggest going to Costa Mesa or another dealership...

I would not recommend this dealer.

Overall Rating

4.8  

5   Customer Service
4   Overall Experience
5   Price
5   Quality of Work

service

By Boo overs 1234 on 11/18/2015 at 7:25 PM. Helped by George.

Just had our 2015 forester serviced. Service department was pro no waiting we were in and out in a timely manner. Would Highly recommended this dealership for sales and service.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Great Experience

By Traian on 3/21/2015 at 9:05 PM. Helped by Marcelo Sileoni.

Buying a car from Frank’s Irvine Subaru was the best car buying experience ever! This is what my wife told Marcelo, the Salesman and I totally agree with her. I have searched several dealership inventories and I got prices and option to reserve a car or order one. Irvine Subaru had the car. I got the price, everything itemized. I decided to go and inspect the car. After inspection and test drive we have decided to buy. Marcelo, the salesman, is polite and patient. He knows SUBARU cars. He answered all my questions and added other important information about the car. And everything he told me about OUTBACK makes sense. He also presented the Service Department. Paperwork was quick and easy. No hassle. The car was ready for us – perfect clean. No problem found. Car inspection, test drive, trade-in old car, paperwork was done in less than 90 minutes. I am very happy that I have purchased the car from Irvine Subaru. They have a very good team. Traian Olteanu

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Great Family like Dealership

By Tyler F on 2/24/2015 at 7:33 PM. Helped by Desiree and Gene.

Desiree helped me get out of my jeep into a 2015 STI, she set everything up so when we came in at 1:00pm we were out the door driving back home by 2:00pm. She was so professional, always calling and letting us know she will find the best deal. She did. Thank you Tyler and Brit

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price

That Was Easy .....

By Tracy H on 12/31/2014 at 6:06 PM. Helped by Desiree, Peter.

1st Subaru ever and I love it. What a fantastic experience - easy too. I went to Irvine Subaru dreading the whole car buying process, I just thought that's how it was. Not so. I left happy and surprised just how easy they made it. Everybody was friendly and went at my pace. Desiree went over all the details and made it comfortable and understandable. Great Car! Great Staff!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Easiest car buying experience

By Justin Krol on 10/24/2014 at 1:22 AM. Helped by Desiree.

Working with Desiree through internet sales was the best car buying experience I've ever had. I had talked to several socal dealerships and her customer service and price were both the best. By far. It was seamless, and leading up to the deal it almost seemed too good to be true. But as I was driving off in my brand new Subaru WRX I was just thinking of how great Irvine Subaru is. Go here!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

All Around Great Experience

By scs1954 on 7/1/2014 at 12:34 AM. Helped by George Miklos, Breanne McDaniel & Finance Person.

Staff was very professional, helpful, friendly and accommodating. There was absolutely no pressure or tricks. My sales person came in during his off time work with me. I have purchased several vehicles over the years and this was my best car buying experience by far!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price

Subaru Purchase

By jamminjim on 6/15/2014 at 1:13 PM. Helped by Desiree Farey.

Having purchased a 2011 Outback 3 years ago I have been so impressed with the car that when we decided to replace our 2009 Mazda CX9 We decided to get another Outback. I took my Mazda to CarMax to get a cash appraisal and then began searching dealer inventories on the internet and requesting price quotes. I had just told my wife, before leaving for a walk, that I intended to wait through the weekend and resume my search on Monday. Upon returning I found I had received an e-mail from Desiree Farey @ Franks Irvine Subaru w a quote for a 2014 Outback with the exact equipment packages we wanted. it was the lowest price quote we had yet to receive and in line with Kelly Blue Book recommendations. I contacted her by phone told her I was 40 miles away and wanted to resolve any issues prior to driving to Irvine, that I had a trade-in and questioned if she would match the quote I had, her response was no problem. When I said I wanted to take advantage of manufacture's 0% finance again no problem just do a credit app over the phone and have approval by the time we got there. We left our house @ 11:30 am every thing went as promised with no haggling, no pressure, and the sale was completed and we were back home before 3:00 pm. It was my most pleasurable, stress free car purchasing experience to date.

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Fabulous!!

By judywatts55 on 5/29/2014 at 1:53 PM. Helped by Frank Mancilla, Desiree Farey.

This was my fourth Subaru and the third from Frank's Irvine Subaru. These are great folks, with a totally up-front attitude. They care and they are willing to go out on a limb to help people get into the car they want. The service department is also thorough, fair, and totally focused on the individual customer.

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Rude pushy

By Mimimeomeo on 4/27/2014 at 5:37 PM. Helped by Daniel.

Sales person is rude, pushy, and not trust worthy. At the beginning he was nice, until the I said I would think over the two cars he shown me. Then he turned to super rude. I understand it's his job to be pushy, but if he was not so rude, I probably get the car the next day or so. I decided to buy from another dealer instead. Listen carefully to what he said, I know that he was not true full. He said the subaru 2013 used car had 5 years or 100,000 miles warrantee. Later on, attempting to make me buy, he changed to 7 years or 100,000 miles. He also said the BRZ is 2.99% regardless of how long I want to finance. Then later on, again trying to push me, he said I can get it down for you 1.9%. I went to another dealer, they offered me 0.9% for 36 months term.

I would not recommend this dealer.