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July 2023 by Hans H.
Worst experience I have had at a dealership in 20 years of purchasing a new or used car. If you need a used or new vehicle I would recommend any other dealership in Central Virginia or even Craigslist before trying Reynolds Subaru. Dishonest sales tactics and management.
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June 2023 by Josh G.
1. dealership charges over $1500 in fees ..some govt-- around $1100 admin2. dealership actually charges close to a $300 fee for listing a car through the internet3. dealership used shady marketing to sale a $2500 warranty on a new car, tried to cancel and now the dealership is holding up my tag paperwork because of cancelling the warranty. 4. by the time we were tortured by the admin nightmare at this dealer ship and the fees at closing , you will do better by paying MSRP at your local Subaru dealer . if we saved $2000 off msrp and then paid $1500 in fees.To be exact - $295 online fee/ VSI fee $699 CLosing Fee $75 title FEE title tax $500
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September 2022 by CJ T.
I went to Reynolds to get an oil change and tire rotation. Everything was fine till I looked at my car the next day and noticed a huge scrape. No, I didn't do a walk around and now I know I should have. They did not do a video walk around when I checked my car in either. Anyway, I called and explained the situation and the man said he would have someone call me. No one did, I had to reach out many times over a week before I got a callback. The manager said he looked at the video and the scrape was there when I came in. However, I did not see any video. I took his word for it even though t do not remember having this on my car. It is not something you would miss. He said he felt bad and would have his service department try and buff it out. I got one call and she said she would call back to make an appointment and, of course, almost a week later no one has called. I have called and they just keep throwing me to voicemail. Really poor customer service and I do not feel they are reputable.
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April 2021 by David W.
The Buying process was okay, since it was a smaller dealership, wait time was not as long. But the aftermath was horrendous. Terrible customer service and management incompetence. I would NEVER recommend anyone to patron this store and be succumbed to the kind of prejudicial treatment we received at this dealership. My wife and I drove 3 hours out of state to buy a Subaru Crosstrek because they had the best deal that we could find in the region. At first, as every good car salesmen, they were very nice. We were able to look at the car and test drive it and was a go to buy. The salesmen then handed us over to the finance manager in which we were able to process the payment transaction. For some odd reason, they couldn't accept payment by credit or debit card but instead requested a check. We didn't have our checkbook so the finance manager instructed us to mail a cashiers check. The finance manager asked how long it would take us to mail the check. Since it was a cashiers check, the bank told us it would take up to 2 weeks to have it prepared and sent to us. So we, along with the dealership owner agreed upon 3 weeks to mail the check. We put it in writing and hit the road. There was some post-processing that we had to do on our end (I.e. state inspection, registration papers, etc). But we were working as fast as we could to finish the car buying process via mail. Oddly about 1 week after buying the car, their finance manager's admin started calling us asking about the check. I told her that we were still on schedule for the 3 week mark, as we were waiting for the cashiers check from the bank to be mailed in. She called the second week - same question, same answer. I asked her what the rush is since we haven't reached our agreed upon 3 weeks and she told me that her dealership owner is waiting. At the 2 week mark, the bank ran into some problems getting us the check and informed us that it would take longer than the 2 weeks that were expected. So I informed the dealership about the delay that was out of our control and they were not happy about it. They proceeded to then call me almost every day asking for the check in which our response was, "we're checking our mail for the check, it should be here within the week". On day 3 of these parade of calls, the owner thought it was a smart move to call me asking for the check as if our answer would suddenly change. I asked him why the parade of phone calls, and he said that he "can't trust that we will pay since we were not local and that we're from the city". As a black man, I was immediately offended by this prejudice implying that locals or people he "viewed" were trustworthy - but we were not for "whatever reason". I found this to be inaccurate considering that we had been quick in our responses and "crossing all our Ts and dotting our i's" in the whole buying process. I mean they have been calling us every week and every day. To no avail, our answer remained the same - waiting on the bank. They kept calling and our answer remained the same. It was borderline harassment. This went on for about 2 more weeks. They even had the bank send them an affidavit to verify the cause of delay. As soon as we got the check, we immediately sent it to them and the calls stopped. However, that wasn't the end. We were still waiting for them to process our license plate tags. So they kept mailing us temp tags every month until the official plates came in. They warned us that because of COVID, the MVA is backed up, so it should be about 3 months. At the 4 month mark, no tags, so I called the dealership about the status and they told me that they needed to resubmit our paperwork because of some clerical error on their end. That meant we had to redo our state inspection. At this point, I had put $200 front tints on the car in which I had to rip off because the state inspection won't pass with them. I asked the dealership to reimburse me for the inspection and the tints since this was their fault an
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October 2020 by Robert N.
Reynolds really is a gem of a small town family dealership, like they used to be. You can feel the tradition here because they've been around since 1938 so it's 100% authentic. If you could bottle up this experience, dealerships in bigger markets would desperately want to sprinkle this magic all over their showrooms and service departments, but that's impossible. I'm nostalgic because I even bought my first car here as a teenager off the used car lot. Even though it was a VW it's what I could afford at the time! If you live in the Orange area the smartest thing to do is buy a GMC, Chevy, Buick, Cadillac or Subaru. Since you'll get to so conveniently get expert service or do warranty work on it locally without having to drive over 20 miles to surrounding areas for other brands. But even with other makes you can trust their service and body shop or putting tires on your sports car or getting inspections done, it's all painless, friendly and you can trust the techs, the service advisors, the shop manager, the young lady that reminds you of an appointment the next day, the sales team, the family owners who actively work there everyday. Everyone here you can be assured they care about you the customer and your car, suv or truck. Any issues that do rarely arise they will go to unexpected lengths to make it right and you driving away happy in the end. In a small town you're not just another anonymous profit generator or sale. You're part of a community where exceptional businesses that have figured out what it takes to stay successful for over 80 years take pride in their personal customer service provided at a very high standard. Good reputation is everything in a place where everyone knows everybody and Reynolds has a great one in spades.
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August 2020 by Ashley H.
I bought a car from Reynolds a year ago. A car that was not what I wanted but they convinced me it was a better option than the cross trek that I was interested in, a 2015 outback that after all the protection that they said I needed to add costed me $30,000. I want to get rid of it but at this point they have told me the car isn't worth more than $11,000 after a year of owning it so a $19000 loss from driving the car for 1 year. I learned my lesson about going to a dealership and trusting that they would help me and believing the whole Reynolds family speech that they gave me. A very expensive lesson to learn but I guess they knew a naive 24 year old female when they saw it.
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January 2020 by Donna B.
Great dealership & great staff. Jermaine is the best! He helped me find the vehicle I was looking for and made the process quick and easy! I will definitely return to them in the future!
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November 2019 by Cathy N.
This is a (very happy) follow up to my (very unhappy) June review. Reynolds Subaru reached out to us in response to the June review. We took them up on it. Well. Long Story short: we have a new 2020 Subaru Forester in our garage. :) What changed? Meeting up with Doug Stacy, a seasoned professional at Reynolds. Over the months, we test drove, we asked/answered questions. Doug really knows his products in addition to being an incredibly nice person and found a package of options that he thought would work for us. And then we fine-tuned that list. That probably explains the many sales awards lining his office. We did not have the sensation of being upsold on geegaw's that we don't need or want or pressure to move along more quickly. And he is patient. Four months (and a new model year) until we put our names on the dotted line. Another shout out is definitely due to Tracey Cosner, Finance Manager. Another seasoned professional with crazy amounts of knowledge and a very warm personality. I give a hearty and full-throated recommendation to this team at Reynolds Subaru. If for some reason, Subaru is not your thing they also handle GMC, Cadillac Chevy & Buick.
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October 2019 by Douglas C.
I have bought and sold 14 Harleys, 5 pickup trucks, and a dozen cars in my life so far and have never once had the enjoyable experience I had at Reynolds Subaru yesterday. My wife and I bought a new Ascent Limited and between the great experience we had, and the car itself, we are simply thrilled !
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June 2019 by David F.
Great local dealership. Bought at GMC Sierra 3500 HD 4x4 long bed truck that I custom ordered. Had great service the team is friendly.
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April 2019 by Darcey F.
Whole team at Reynolds is great. I purchase my vehicles there, service my vehicles there, and unfortunately use their body shop too! (A car ran into my new Subaru!!!)Everyone is super friendly, helpful, and exactly what I look for in a car dealership!
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January 2019 by Dwayne S.
This dealership is amazing. They totally have changed my belief that their are good car dealers out there. Thomas was never pushy and gave me all the information I asked for. Financing with Lynn was a great experience. It feels nice to finally be able to trust a car dealership again!! Thanks Reynolds!!!
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July 2018 by Beary W.
I've been going to Reynolds for years. Amazing sales team, the best finance agent ever and the owners are top notch guys. 5 stars. If you live anywhere in VA, it's worth the drive.
