Stratford Subaru Dealership: Local Community and Exceptional Service
When a Stratford Subaru service advisor spends extra time walking a first-time Subaru owner through every button and feature on their new Crosstrek—not because they have to, but because they genuinely want you to feel confident—you realize this isn’t just a dealership; it’s a community hub for Subaru lovers in southwestern Ontario.
TL;DR
Stratford Subaru, located at 2001 Ontario Street East, has served the Stratford community since 1985 . Under current management, this dealership has built a reputation for friendly, no-pressure sales and a service department that keeps customers coming back from as far as Kitchener, London, and beyond . While customer experiences vary—as with any business—the overwhelming majority of reviews highlight staff members like Jess Owens-Williamson, Catherine Jacomen, and Ryan who go above and beyond to make car buying and ownership a pleasure . From lending loaner vehicles during repairs to providing shuttle service downtown, Stratford Subaru demonstrates that a local dealership can feel like an extension of your own family. This guide explores what makes this dealership tick, the standout staff members, real customer experiences, and why many Subaru owners choose to drive past larger city dealers to get their vehicles serviced here.
Key Takeaways
- Community-Focused Since 1985: Stratford Subaru (formerly S.A.S.S. Subaru) has been serving the area for nearly 40 years, building deep local roots
- Standout Staff: Multiple customers specifically praise Jess Owens-Williamson, Catherine Jacomen, Ryan, Ciara, and Faizal Arfeen for exceptional service
- Service Department Excellence: The service team, including Tyler and Jerome, receives consistent praise for thorough work, clear communication, and going the extra mile
- Worth the Drive: Several customers report driving from Kitchener, Aylmer, and other cities specifically for Stratford Subaru’s service
- Mixed Experiences: While most reviews glow, a few customers report negative experiences—highlighting the importance of clear communication and finding the right staff match
The Heart of Stratford Subaru: People Who Care
Walk into any dealership and you’ll find salespeople. Walk into Stratford Subaru and you’ll find people who remember your name, ask about your family, and genuinely seem to care whether you drive home happy. That’s the impression left by dozens of customer reviews.
Sales Team Standouts
Jess Owens-Williamson emerges as a clear favorite among customers. Review after review mentions her by name :
“Jess was super helpful and attentive to various questions that I had about the car, accessories and delivery timeline. On the pickup day explained advanced driver assist features, instrument cluster controls and infotainment system menus.” — Anton, 2024 Crosstrek buyer
Another customer noted that Jess even coordinated with a third party to install a dash cam and kept them updated on their car’s journey from Japan to Vancouver to Toronto to the dealership . That’s the kind of communication that turns a stressful purchase into an exciting experience.
Catherine Jacomen also receives glowing reviews :
“Catherine was absolutely wonderful to work with and continues to be as I go in to learn more about my 2024 Subaru Crosstrek. What a joy to drive.” — Jean
Another customer appreciated how Catherine balanced their wish list with their budget, making the process feel collaborative rather than confrontational .
Ryan, the sales manager, gets mentioned frequently for his professionalism and patience. One customer shared a particularly heartwarming story: when their trade-in truck developed issues during the process, Stratford Subaru lent them a beautiful 2023 Impreza for five days while sorting out the problem . That’s not standard procedure—that’s going above and beyond.
Faizal Arfeen earned a special mention from a customer whose battery died while they were in Florida. A local dealer refused to honor the warranty on their Canadian Crosstrek. Faizal personally called the Florida dealership and cleared up the problem, getting the customer back on the road . This is the kind of dedication that builds lifelong loyalty.
Service Department Excellence
A dealership can sell you a car, but the service department is where long-term relationships are forged. Stratford Subaru’s service team seems to understand this deeply.
Tyler at the service desk receives consistent praise for his helpfulness and professionalism. One customer noted that Tyler and David made what could have been a stressful service visit smooth and transparent .
Jerome, a mechanic, is specifically mentioned for doing “an exceptional job well done installing the parts while providing a friendly family like atmosphere” .
One customer shared their experience: “I dropped my car off for some brake work and was pleasantly surprised with how quick it was finished. They even provided a shuttle to pick me up from downtown Stratford!”
Another review highlighted the thoroughness of the service department: “I prefer having my oil changes done there because they automatically check out and go over a number of things on the car, plus top up all the fluids, check tire pressures, and when it’s all done they wash the car as well” .
Yes, it may cost a little more at the Subaru dealer than other places doing the oil change, but I always leave there feeling confident that everything is in order and working fine .
The Customer Experience: Real Stories, Real People
The best way to understand a dealership is through the voices of its customers. Here’s what people are saying about Stratford Subaru:
The Good: Why Customers Keep Coming Back
No-pressure environment: Multiple reviewers mention the refreshing lack of high-pressure sales tactics. “Bought a car with no stress, rush or pressure,” one customer wrote . Another said, “Breath of fresh air compared to the nasty Toronto dealerships” .
Going the extra mile: When a customer’s 2018 Crosstrek with only 12,150 km died in Florida, Faizal Arfeen stepped in to help. When a customer needed a wheel alignment, the service team diagnosed and fixed it the same day . When a customer’s trade-in had issues, they received a loaner vehicle for five days at no charge .
Worth the drive: Perhaps the strongest testament to Stratford Subaru’s reputation is how far people travel to do business there. One customer writes: “I travel from Kitchener to get my car serviced even though there is a dealer in town. Night and day difference!!!!”
Another echoes this sentiment: “Chose the commute to Stratford to buy my Cross Trek and now have it serviced there over using the dealership where I live (over 60 kms away). Stratford Subaru tries harder and delivers better” .
Communication matters: Customers repeatedly mention being kept informed about their vehicle’s status, whether it’s a new car being shipped from Japan or a service appointment. “Jess updated me on every step of my car journey shipment from Japan to Vancouver to Toronto and to dealership. Also she searched and got me the exact colour I was looking for” .
The Mixed: Where Things Can Go Wrong
No business pleases everyone, and Stratford Subaru has its share of negative reviews. These offer valuable lessons for both the dealership and potential customers.
Service disappointments: One customer reported ongoing issues with their vehicle and difficulty getting repairs completed satisfactorily. They mentioned going through multiple service managers and experiencing new problems after service visits .
Communication breakdowns: A customer from Mississauga drove 1.5 hours for a scheduled appointment, only to find the vehicle they came to see had been sold the night before. They felt their time was wasted and that the dealership should have called to cancel the appointment .
Pricing concerns: One reviewer mentioned a last-minute price increase of about $1,300, attributed to new admin fees introduced between their initial inquiry and final negotiations. They felt this should have been disclosed earlier .
Inconsistent experiences: A few customers reported that the service department didn’t address specific concerns, like a tailgate switch or RAB sensors, despite multiple requests .
These mixed reviews remind us that even good dealerships have off days, and clear communication from both sides makes every transaction smoother.
Stratford Subaru at a Glance
| Category | Details |
|---|---|
| Address | 2001 Ontario Street East, Stratford, ON N5A 6S5 |
| Phone | (519) 273-3116 |
| Years in Business | Since 1985 (38+ years) |
| Business Name | Stratford (S.A.S.S.) Subaru |
| Employees | Approximately 17 |
| Annual Revenue | ~$4.58 million |
| Leadership | Jason Nevin, General Manager |
| Standout Staff | Jess Owens-Williamson, Catherine Jacomen, Ryan, Ciara, Faizal Arfeen, Tyler, Jerome |
| BBB Rating | No complaints filed; 38 years accredited |
| Services | New and used vehicle sales, parts, service, rentals (ABC Car & Truck Rental) |
Service Department Highlights
What sets Stratford Subaru’s service apart? Based on customer reviews, several themes emerge:
- Thorough inspections: During routine oil changes, the team checks multiple systems, tops up fluids, checks tire pressures, and washes the vehicle
- Loaner vehicles: Available for customers whose repairs take extended time
- Shuttle service: They provided a ride downtown for one customer while their car was being serviced
- Saturday appointments: Options for customers who can’t make weekdays
- Online booking: Easy appointment scheduling through their website
Why Local Matters: The Stratford Advantage
In an age of online car buying and big-city dealerships, Stratford Subaru demonstrates why local still matters.
Relationship Building
When you buy from Stratford Subaru, you’re not just a transaction number. Staff members remember repeat customers. They follow up after service visits. They take the time to explain features and answer questions—even weeks after the sale .
One customer shared: “Catherine at the Stratford dealership was so helpful and continues to assist me with all the technology” . That ongoing support, long after the paperwork is signed, builds trust.
Community Roots
Stratford Subaru has been part of the local business community since 1985 . With nearly four decades in the same location, they’ve served generations of Stratford-area families. The business is accredited by the Better Business Bureau with no complaints on file—a testament to their commitment to resolving issues before they escalate .
The Personal Touch
Small details make a big difference. The dealership has a portable debit machine that sometimes requires staff to hunt for it—a quirky detail one reviewer found endearing . Another customer appreciated that they “grabbed a great coffee and used the wifi” while waiting for service .
These human touches create an atmosphere where customers feel welcome, not like they’re interrupting someone’s day.
Frequently Asked Questions
Where is Stratford Subaru located and what are their hours?
Stratford Subaru is at 2001 Ontario Street East in Stratford, Ontario, conveniently located off Highway 8 . Hours aren’t consistently listed online, but customers report Saturday service availability . Call (519) 273-3116 for current hours.
Who are the top-rated sales staff at Stratford Subaru?
Based on customer reviews, Jess Owens-Williamson and Catherine Jacomen receive the most frequent and enthusiastic praise. Ryan, Ciara, and Faizal Arfeen also earn consistent positive mentions .
Is Stratford Subaru’s service department worth the drive?
Many customers think so. Multiple reviewers report driving from Kitchener, Aylmer, and other cities specifically for service at Stratford Subaru, praising the thorough work and friendly staff .
Does Stratford Subaru offer loaner vehicles?
Yes. Several customers mention receiving loaner vehicles while their cars were being serviced or while awaiting repairs on trade-ins. One customer received a 2023 Impreza for five days at no charge .
How long has Stratford Subaru been in business?
The dealership has operated since 1985, serving the Stratford community for nearly 40 years .
What should I know before visiting Stratford Subaru?
Online appointment booking is recommended, as some customers reported not receiving callbacks when phoning . Be clear about your expectations and vehicle history, and don’t hesitate to ask for specific staff members mentioned in positive reviews.
Has Stratford Subaru received any complaints?
The Better Business Bureau reports zero complaints filed against Stratford Subaru . However, online reviews show both highly positive experiences and a few negative ones—typical for any dealership. The key is finding the right staff match for your needs.
Does Stratford Subaru offer shuttle service?
Yes. One customer mentioned receiving a shuttle ride downtown while their car was being serviced, suggesting transportation assistance is available .
References:
- Unhaggle: Stratford Subaru Customer Reviews
- CanadaNear: Stratford Subaru Ontario St Reviews
- Kona Equity: Stratford Subaru Company Profile
- Better Business Bureau: Stratford (S.A.S.S.) Subaru Profile
- The Bayfield Bunch: Subaru Trip to Stratford
- Auto123: Stratford Subaru Dealer Page
Have you visited Stratford Subaru? Share your experience with their sales or service team in the comments—your story might help another Subaru lover find their perfect dealership match!
