Eastern Subaru Lilydale

From initial contact and narrowing down what car would suit me best with Josh & Andy, through to my test drive and then picking my car, colour, accessories etc with Josh, working through the deal and finance with Karen, checking in with Luke and then picking up my new car with Dan, everyone was so incredibly helpful and knowledgeable.
Always able to answer any questions I had and leave me knowing exactly what I needed to, the whole team was amazing from start to finish.

Not happy with Subaru service, and moreso the lame response to querying charges. Charged $4.65 +GST for windscreen washer additive we didn't ask for and the reservoir was almost full complete with additive we topped up ourselves. Charged $350 +GST for labour which includes inspection of dozens of things including safety related like washer bottle inspection and things like tyre wear pattern. Printout of service invoice reports the tyres are starting to perish. The tyres are almost brand new Michelin tyres we just recently had replaced, so this seems totally alarmist if not plain wrong. Perish, when used with respect to tyres is a serious rubber compound degradation issue and not the same as general wear. People who know cars should know this. Were told by reception/payment staff that we had to ask them not to perform tasks if we did not want to be charged, like fuel and washer additive. Bizarrely, they also clean the car somewhat, again without asking, yet that is not documented or charged for anywhere, yet it must take time, which seems to make a mockery of the whole billing invoice. Topping up a washer reservoir that is basically full, and already has additive and charging you for it, is not a service. Stating that a customers new Michelin tyres have started to perish is just bizarre and in my opinion does nothing for their credibility. FYI, the $4.65 +GST for the small washer top up (+ labour + GST for this!), was not refunded, because we failed to ask in advance for them not to try to do it even though you would think the inspection of the bottle (which we were charged labour +GST for!), would have revealed it was extremely dubious if "filling" it was required at all. Update Jan 2024 - Response to this review from Eastern Subaru "thank you for the feedback as it helps us improve". No refund offered for what was clearly an egregious charge that they should never have billed, tells you everything about the management here, their supposed efforts at improvement and concerns about customer satisfaction. Subaru head office should look into their lack of concern for customer satisfaction. Won't be buying another Subaru.

Always helpful and managed to carry out the service and provide me a loan vehicle despite me being a day early due to a date mix up.

We have purchased before from Luke Tabone and each time he has been amazing and highly professional. Thanks again Luke

Always wonderfully efficient, friendly and great service. The team go out of their way to accommodate your personal needs. Highly recommend the service department. Thank you

We wanted another Subaru because of the driver's seat - so comfortable for chronic back pain. So glad we did - Daniel explained all the different models and options and we are so happy with the service we received and our choice of cars!

Amazing service from start to finish. My car runs like a dream and looks nice and clean. Thanks for washing it and vacuuming it.

The fact that I recently bought my fifth Subaru Outback Touring from this dealership is the testimony of the excellence of Eastern Subaru.
Due to the delays in availability caused by Covid, I had to wait for the delivery of my Touring XT for some four months. During this waiting period I was kept periodically informed about the situation which was obviously beyond their control.
Now, the staff led by Luke, are exemplary. You feel welcome, as part of the family. The sales executives, namely Luke and Daniel, are true professionals who go out of their way to ensure that you make the right choice of the vehicle and you sign up a great deal. Polite, keen to please, knowledgable…
The same may be said about the rest of the staff, particularly Karen and the experts from the Service Department, Trevor and Matthew. They look after you in the most professional fashion.
Even the Dealer Principal Mike finds the time in his busy schedule to shake your hand and welcome you with a smile.
So you guessed it. It gives me a great deal of pleasure to recommend Eastern Subaru. You will not be disappointed.

I had an exceptional experience at Eastern Subaru over the past couple of weeks. I dropped in twice to test drive cars and Josh incredibly helpful. He answered my slew of questions professionally and enthusiastically. I highly recommend Eastern Subaru to anyone looking to buy a new car. The customer service has been absolutely amazing.

Zero star. Arranged to have my car inspected as it was experiencing steering issues and I explained the symptoms to the staff. Got a call saying they took it for a drive and found no issues. Had to even insist it was lifted on the hoist. Then took it to a tyre service center who immediately discovered issues with the lower control arm bushings. Booked it in again to have them replaced under warranty. Told only the smaller of the bushings were replaced. Took it to the same tyre service centre for a wheel alignment only to be told the larger bushings were also displaying tears and cracks. Raised this to the dealership to be told it's within the acceptable limits and there was nothing more to be done. Booked it in with a different Subaru Dealership who inspected and raised a further warranty claim and had the larger bushings also replaced. Don't bother with Lilydale Subaru. Can no longer trust them to spot issues or proactively suggest fixes. They were already down there doing the smaller ones and didn't think to inform me even if at a cost to myself. Also no apology for the stuff around or missed diagnosis in the first place.

What a great dealership. From the moment you walk in to the moment you walk out, you are received by respectful, professional, and friendly staff. The whole purchasing process is smooth and pleasant. Daniel S.was a huge help with my purchase with his pleasant demeanor and professionalism. Can't recommend these guys highly enough. Thank you Eastern Subaru.

Rachel was fantastic in delivering our new car. Have also used the spare parts department, who were very friendly and helpful.

How easy do you think it would be to order and pay in advance for a bumper protector so it could be fitted at the first service to my lady's new XV? Do you think 1 visit, 1 phonecall and 11 emails would suffice? Nope, still not organised. How difficult can it be?

We purchased our Subaru Forester in 1918 from Eastern Subaru.
The vehicle has be cared for by Eastern Subaru ever since. The staff are always courteous and efficient, the technicians do a great
job. We have no hesitation in recommending Eastern Subaru for your purchase and for expert and reliable servicing and repairs to
you vehicle.

Sales team are lovely and honest communicators. No games.

Used to have my car serviced there 10+ years ago and the service team were great too!

Andy was incredibly helpful, responsive and friendly. He kept me informed and replied promptly to my inquiries - great communication! Andy genuinely inquired into and listened to my needs and wants and I felt heard without the up-sell. I've already recommended him and Eastern Subaru to friends and family.

Great friendly service, Mick La Ferlita made you feel like family! Was real, genuine service with a smile. Would highly recommend and will definitely be back.

I writing this review from Singapore to give great appreciation to the service manager Mr Marc (hope that I got his name correct) who assisted me on my rented Subaru Hybrid Forester on 23rd Nov. I stopped by this Subaru Service center as my car had some issues on its back seats passenger seat belt won't retract and could not belt my child seat. Mr Marc promptly solve it for me after hears me out from the customer service counter. With his priorities on my issue which solved promptly, I had a great time for the rest of day with my family road trip. Thank you!

The quality of work, friendliness and value for money provided by the service team is outstanding.

Andy Torrance and the friendly Service team at Eastern Subaru looked after me very well. The team at Eastern Subaru were very informative, helpful and attentive during the process of purchase and delivery of my new Subaru Outback. I am extremely happy with the service that I have received both pre and post sales.