The 2021 Subaru Love Promise Customer and Community Commitment Award

The 2021 Subaru Love Promise Customer and Community Commitment Award

We've been nationally recognized for our dedication to our customers, our community, and the Subaru Love Promise.

We're honored to receive the 2021 Subaru Love Promise Customer and Community Commitment Award. This award nationally recognizes elite Subaru retailers who provide an exceptional customer experience at every interaction with Subaru. These retailers have also demonstrated an outstanding commitment to supporting passions and causes in their local communities in important areas such as the environment, community, health, education, and pets.


What is the Subaru Love Promise?

Subaru and our retailers believe in making the world a better place and the Subaru Love Promise is our vision of respecting all people. This is our commitment to show love and respect to our customers and to work to make a positive impact in the world.

How is Van Bortel Subaru of Victor dedicated locally to the Love Promise?

At Van Bortel Subaru, our Love Promise to the Rochester and Finger Lakes region can be seen in our proud support of meaningful causes through our partnerships with local organizations, charities, and nonprofits. We're grateful not only to be a part of our community, but to serve it as well.

Lollypop Farm , Humane Society of Greater Rochester, Operation Freedom Ride

Victor Village Tree Board, ADK, Adirondack Mountain Club , Genesee Valley Chapter

The Norman Howard School, The National Susan B. Anthony Museum & House

IACKids: It's About Caring for Kids, House of Mercy, Coffee Connection / Project Empower

Wilmot Cancer Center, Breast Cancer Coalition of Rochester

Did Van Bortel Subaru of Victor go above and beyond, provide exceptional service, or support causes that are important to you? We'd love to hear about it.

Love Promise Stories from Van Bortel Subaru of Victor

Subaru and Van Bortel Subaru of Victor believe in making a positive impact on the communities in which we live and work. We uphold that belief through our Love Promise Community Commitment. Every month, we select inspiring stories from customers and partners from around our area who strive to support our collective commitment and feature them here

Winslow's Adoption Story - Subaru Loves Pets - Happy T

During the month of October 2021, the Ontario County Humane Society and Happy Tails Animal Shelter in Ontario County, NY was fortunate to participate in Subaru's "Subaru Loves Pets" adoption event. We placed 7 animals during October. This is one of their stories. Winslow, as he would come to be known, arrived at our facility in September, 2021. His hair was long and matted. His skin was was raw and red due to a severe flea infestation. "The worst I've ever seen", said Winslow's groomer. His world had been turned upside down and he was afraid. Animal control officers arrived at Winslow's former home to find the place completely unlivable. Urine and feces littered the two story house. Trash was strewn throughout and the house more resembled a junkyard than a home. Despite the poor living conditions, it was the only home Winslow had ever known during his four years and he had been ripped from it suddenly. The men who held him carried him gently and Winslow shook. Upon his arrival at the facility, Winslow was given a modest kennel. He had a soft bed and warm blankets, clean water and tasty kibble, and squeaky toys that he did not appear to recognize at all. Winslow did not have toys and blankets in his old home and he wasn't sure what to make of them. It was there that he met his caretakers for the first time. They told him how handsome he was and how they were going to take good care of him. They cut his matted hair and bathed him with soap that soothed his itchy skin. Winslow had never looked better. It was after that very first groom that Winslow felt comfortable enough to explore his new toys and he happily squeaked for a long while before taking a much needed nap in his soft bed. His new caretakers tucked him in and Winslow's heavy eyelids fell. Over the next several weeks Winslow began to blossom. He became braver and bolder. He developed a spunky personality and a love for fetch and squeaky toys. His caretakers held him often and told him "you're such a good boy Winslow!". If his little, curly tail had been a propeller, he'd have wagged enough to fly away. Before long, Winslow met his first new humans since arriving at the shelter. At first, he was a little nervous. He looked at his caretakers as if to say "I'm afraid. I want to stay with you". But these new humans touched him gently and spoke softly. They smiled and squeaked his favorite toys, kneeling and beckoning him to come forward. "They know how to play with my favorite toys, after all" said Winslow, and he cautiously accepted their affection. Before he even knew it, Winslow was walking with these new humans. He was showing them his favorite places to sniff, the best stuff to mark, and he hardly remembered that he had just met these new people. He had learned a lot of lessons about change and being brave in a very short period of time. And then, one day, his new humans arrived as they usually did. He watched them speak with his caretakers for a long while and when they were done, they set down a crate much like the one he arrived in. His caretakes hugged him tightly and told him again "you're a good boy Winslow. We love you" before placing him inside the crate. Inside he had his best blanket that smelled like his kennel in the shelter and he had his favorite toy, a well loved duck that no longer squeaked. The door was shut and he heard the voices of the kind humans he had come to love. They carried him through the same doors he entered what seemed like a lifetime ago, but this time, he wasn't afraid.

Ontario County Humane Society
Winslow's Adoption Story - Subaru Loves Pets

Community Partnership - Julia O

Agape Haven of Abundance is a community-based, non-profit organization rendering charitable services to the disenfranchised population. Agapes core focus is hunger relief, youth empowerment and workforce development. Agape Haven of Abundance is committed to the wellbeing of the community and is dedicated to improving the quality of life of the people we serve. Agape relies on the support and partnership of our community partners to help sustain our outreach efforts. We are requesting your partnership/sponsorship as we endeavor to provide summer programming to urban youth in the City of Rochester. With your support children from underprivilege neighborhood would have free access to summer enrichment activities.

Agape haven of Abundance
Community Partnership

Feeding Our Neighbors - Mark D

We want to send a special thank you to the employees at Van Bortel Subaru of Victor who spent a recent afternoon with us volunteering at one of our Foodlink food distributions. Foodlink, a food bank based in Rochester, NY, serves a 10-county region in the Finger Lakes region of western New York. To date, we've organized more than 600 drive-thru food distributions to help alleviate the rise in food insecurity caused by the COVID-19 pandemic. About 40 of those distributions have been held -- almost on a weekly basis -- in our parking lot in northwest Rochester. More than 300 households are served during a typical distribution. Although the pandemic has forced us to abandon "group" volunteer experiences for much of the past year, we were pleased to finally open up that opportunity with proper safety protocols in place, and Van Bortel Subaru was among the first groups we called. They were on our short list of partners because of the amazing partnership formed between Subaru and Feeding America food banks this past year. Subaru mobilized quickly to send a group of volunteers to our facility to help distribute food into people's vehicles on a beautiful spring day. We can't thank them enough for their support, and their willingness to see first-hand, how big of an impact that the Subaru Loves to Help campaign has had on communities nationwide.

Feeding Our Neighbors

The "King" of Hearts - Tracy D

How do you live with a dog you can never leave alone? When King came to Lollypop Farm, his owners had had enough. Every time they left the house King would become so frightened and stressed, that he would destroy their pillows, and with his destructive behavior wreaked havoc in the house. He would whimper, cry and had extreme anxiety. Putting King in a crate did not help either. He had broken out of both wire and plastic crates and his owners felt they had run out of options. However, when his family was with him he was as perfect as could be. Loving and friendly, all he wanted was them to stay with him forever. But that just wasn’t possible with their work and life. Sadly, that is when King arrived at Lollypop Farm looking for a new family. Thankfully, we know that this anxiety can be overcome and dogs with separation anxiety can lead a happy life. But it is not easy. The training takes about a month of real commitment and never leaving him alone except during strictly laid out periods for training purposes. And hardest of all, because of the nature of the training, it cannot be done in the shelter. Our behavior staff must work with the foster families in their home in order to achieve results. It is because of our generous partners, like those of Van Bortel Subaru that Lollypop Farm is able to work with pets just like King providing them with the second chance they so deserve. Thank you! In order for King to get started on his path to recovery, Lollypop Farm’s veterinarians began him on a regiment of anxiety medication. This medication combined with a behavior plan would be his road to success. All he would need, is the perfect home willing to work with him… He found that home with Joe! Joe had been working from home due to the COVID virus and was spending the majority of time at home already. Even better, Joe had two roommates who were willing to be a part of the training with King promising that between the three of them he would never be alone that first month. The three of them came to meet King and speak with a behaviorist about his particular needs and training plan. After falling in love, they left King and went to prepare their home. Through the foster to adopt program, they were given access to our veterinary team and our behaviorist, conducting multiple training sessions in their home. They were provided with day by day instructions on helping King overcome his anxiety. Happily, just a couple weeks later they officially adopted this little guy and he had clearly become the “King of their Hearts”! There are so many pets like King who are in need of medical and behavioral services… Just last year alone, Lollypop Farm was able to provide a second chance to 5007 unwanted animals who came through our shelter doors. Without the support and compassion of Van Bortel Subaru, Subaru of America and the "Subaru Loves Pets" initiative we would be unable to do what we do every day. Thank you from our hearts, for helping us celebrate the beauty of what adopting a shelter pet can bring to our lives not only in our own community, but everywhere! Lollypop Farm has always been in a resource in our community and the Greater Rochester, NY area for people and pets in need. It is because of our generous partners and donors that we may continue to serve our public….Thank you Van Bortel Subaru for your dedication and loyalty to our mission. Together with our community, we better the lives of animals through justice, prevention, and life-saving care.

The "King" of Hearts

Our Champion! - Meredith U

The Breast Cancer Coalition is grateful to Kitty Van Bortel and Van Bortel Subaru for sharing the love with us! Thanks to your ongoing partnership our programs and services are offered free of charge; regional breast cancer research is funded; and legislative policies impacting breast cancer survivorship and research remains a priority. Cancer does not stop due to a pandemic, and neither do we. Moving our programs online and continuing to support our survivors has been possible because of generous support from partners like Van Bortel Subaru. The Breast Cancer Coalition is truly grateful to Van Bortel Subaru for all that you do to help breast and gynecologic cancer survivors in our community!

Above "Above & Beyond" Customer Service! - Karen A

When the pandemic first began, I noticed on my calendar that I had an early morning oil change and tire rotation appointment at the Henrietta Van Bortel dealership. The showroom was closed but service was still open so I showed up at my scheduled time. The customer waiting area was not open which was disappointing; it is a welcoming place to wait for my car to be ready. I was shown to a salesman's table in the showroom, a safe distance from the other two customers also waiting for their cars. I took out my book and began reading. Not long after, I heard a familiar voice come into the room; it was none other than Kitty Van Bortel on her cell phone! I thought, "Here's my brush with greatness!" The other customers and I exchanged glances and smiles. I went back to reading and noticed the room was quieter - Kitty was off her phone. She approached us and greeted us, asking how we were doing and apologized that the refreshment area was shut down due to the virus. I jokingly said that I was disappointed; I told her I'd skipped breakfast knowing I could get a coffee and biscotti while my car was serviced. Well, didn't Kitty say that she knew where there was a stash of biscotti in the back...would any of us like any? I said it wasn't necessary but yes, I would since she was so nice to offer. When she returned with the biscotti she then asked did any of us want a coffee, also? I'm not shy so I took her up on her offer! She brought me a coffee and creamers and sugar!! She was so gracious and friendly. She could have just said good morning and continued with her business but she stopped to visit and see if we needed anything. It was the kindest and most unexpected attention to detail I've ever experienced at a business appointment. She really made my day! Thank you again, Ms. Van Bortel. You are a class act!!

Above "Above & Beyond" Customer Service!

Almost nailed it - Michelle H

I was on my way to a professional appointment that had been rescheduled 2 times already due to COVID and noticed a nail, the size of a small spike, in my tire. Worried I could get a flat, on my way to the appointment, I swung into Van Bortel in Henrietta which was on my way to the appointment, with less than 30 minutes to my appointment. In less than 20 minutes I was assured my car would be taken care of and I was in a rental and on my way. I got to my appointment on time too!

Almost nailed it

Found the perfect match! - Beth H

I was in need of a "new to me" vehicle that would be good in winter, fun to drive and fit my large "puppy" in the back. I'd been using my truck but I could no longer lift "said puppy" up when he needed assistance. I also wanted a manual transmission just 'cause! Amy at Van Bortel found me the perfect match. A 2017 Forester in a lovely blue! It was not clean when it arrived at their shop but it looked like a brand new car when I drove it home! Thank you Amy and Van Bortel! Sincerely, Beth Anne Harris.

Found the perfect match!

Best Customer Service in Rochester - Stacy R

I switched to VanBortel after having a bad experience with a different dealer while, my car was still under full warranty. VanBortel has ALWAYS gone above and beyond with every service - whether it’s in the service center or purchasing a new vehicle. The service center is where they really impressed and won our loyalty. You pull in for your appointment, you’re greeted by name, they tell you what services will be completed and ask if you need others. They always have rentals available and ready - HASSLE FREE. They make it clear what’s covered under warranty, and what will be your responsibility and the only “surprises” are when they let you know something unexpected will be covered under warranty, or that they added a coupon on for you. We are extremely grateful for everyone in the service and sales center for making us feel valued. You are all amazing, and we are thankful to have you!!

Best Customer Service in Rochester

The Subaru Love Promise - Boston's Story - Norm A

When I first heard the term “The Subaru Love Promise”, I was intrigued to find out more about it. It was natural for me to assume it was about Subaru’s commitment to quality, excellence, and outstanding service to the customer. So what’s new about that? In fact in my thirty some years of experience with Van Bortel Subaru, that’s exactly what my family has received, every time! It started the very first time my wife and I met Kitty Van Bortel, and her Sales Manager, Peter Rosser in Victor, NY. I knew instantly that Kitty was destined for success and greatness in a very competitive industry when she had changed the industry pricing methodology to a single, fair and competitive price for a car without the usual haggling to get to the bottom line, backed by Subaru’s quality and superior service. I could dwell on the many accolades and awards that Kitty has won over the years, including being named in The Top 100 Women Executives in the United States; the list goes on and on and will continue. The fact that Kitty and Peter still work together after so many years is demonstrative of their loyalty and integrity. But, I found out The Subaru Love Promise goes far beyond just the selling of cars! It is the vision to show love and respect to all people at every interaction with Subaru. Van Bortel Subaru has made a lifetime connection with our family, so much so, that we have owned 8 Subaru’s. It is Van Bortel’s dedication to excellence in every respect that makes them stand heads and shoulders above their competition. The honesty and integrity shown is beyond reproach. The primary category of The Subaru Love Promise which I think that Van Bortel Subaru personifies is “Subaru Loves to Care”. This category really hits home as our grandson, Boston, age 10, was born with cerebral palsy and cannot stand or walk in spite of 5 surgeries including one wherein he was in a full body cast from chest to toes for six weeks. Despite that, his passion is to play golf every day, and our family of four generations of golfers helped him around the course, but it became too arduous. After significant research we found a “paramobile” which enables him to stand up and do many activities. The cost of the paramobile is expensive, but well worth it, so we came up with the idea of a “fundraiser”. It is with this “Love to Care” that Kitty Van Bortel volunteered to become our major sponsor for our fundraiser. She reviewed and offered guidance, expertise, and love to support a physically challenged boy. Members of her staff, Peter, Ruth, Alex all participated in the development of our fundraiser. It was not unusual to have discussions even on weekends. Her entire staff was committed to the success of our fundraiser. In fact, due to the coronavirus and the stringent social distancing efforts, the announcements and introductions were held on an asphalt parking lot on a hot, sunny, 90 degree day. Kitty and her staff selflessly endured those conditions to make our fundraiser successful. The end result of this “Love to Care” by Kitty resulted in raising nearly $40K for the “Stand Up & Play Foundation” which has provided a paramobile and trailer for Boston, with any excess going to other physically challenged people. Most importantly, Subaru, Kitty, and her staff, have directly impacted and positively improved our grandson’s life. For that reason, we nominate Kitty Van Bortel for the role model of “The Subaru Love Promise”.