ComplaintsforSubaru Of Niagara

• Initial Complaint

  08/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 16, 2020 I have picked up my vehicle from Subaru of Niagara to have a valve spring replaced which corresponded to a recall that was issued for it. On December 11, 2020 I booked a service date because of piston slap being heard from the engine at Subaru of Niagara. It was confirmed by the mechanics that the short block needed to be replaced. Repairs was completed and was picked up on January 15, 2021. But after a few weeks I have encountered a knocking noise in the month of February and I have started documenting the knocking noise as of February 23, 2021. On March 3, 2021 I have provided them my video that has recorded the noise. The service advisor contacted me and told me it was the fuel pump making the knocking noise and recommended no repairs to be done. I returned the next day to speak to the shop Forman. He confirmed it was not a fuel pump noise. On March 12, 2021 they have diagnosed the problem and said that the noise from 2 idler pulleys making a scratching noise, and serpentine belt tensioner. They stated that it was the cause of the noise. I have requested for them to save the replaced parts as they agreed, but they failed to provide me with the parts. I picked up my vehicle on March 17, 2021. I have started documenting the noise again on April 15, 2021 and scheduled a service date on April 23, 2021. April 26, 2021 I received a phone call from the service advisor stating the knocking noise was a "normal" noise. I spoke to the service manager Elaine, about the misdiagnosis. She stated that the pulleys were the cause of the noise. Even after providing the video, she stated that there is nothing wrong with my vehicle and that it is "mint" condition. I requested a partial refund but was denied. She said that I can also pay for the past diagnosis they have performed and continued to state that she has had put in a lot of money out of her own pocket to provide me with a car rental and i would have to pay for future diagnosis.

  Business response

  21/07/2022

  Business Response /* (1000, 9, 2022/01/28) */ Good Morning...The customer came in for a recall which was performed as stated. After the recall the engine failed and was replaced by Subaru (approx $10000) and the vehicle was giving a clean bill of health. The vehicle returned 4 months later with the customer stating there was a "knocking" noise. We could not recreate it on several occasions as we only were able to re create a normal fuel pump noise which is a characteristic on this vehicle. One of the visits we were able to hear a noise from the Idler Pulley and Serpentine Belt Tensioner. We replaced those items which were not under warranty, but at a cost to the customer. The customer agreed to the charges and work to be performed. There is no recollection the customer wanted to retain the old parts as we do keep all parts replaced for 14 days and then they are disposed of. The customer returned 2 months later saying the noise was still there and we put him into a rental car at no charge as well as did 3+ hours of free diagnostics ($600 Subaru of Niagara Paid) We kept the car for 2 weeks and started it every morning as the customer said the noise only happens once for 4 seconds first thing in the morning. We were only able to duplicate once out of the two week period which we found loose heatshields under the vehicle. We replaced the hardware for it and re and re the exhaust system. We did not hear the noise return after that. All the gaskets and hardware was at no charge to the customer. Customer was told to return to us if it came back which the car did not come back. Belts and Pulley's are wearable items especially on a 8 year old vehicle. We replaced those parts as that was defective. Consumer Response /* (2000, 11, 2022/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) The pulley's were recommended to be changed because Subaru of Niagara has said that it was the cause of the knocking noise. So i agreed for them to change the parts as i was told it was the cause of noise and was charged accordingly for it. Once the parts were replaced the noise did not go away, so i wanted a refund for those parts at it did not fix the problem. The knocking noise was only present after they have done their repairs on the engine and has not gone away to this day. I also requested for the parts to be saved and less than 14 days i have asked them if i can inspect the parts my self and they informed me that they have gotten rid of the parts. The loose heat shields were also not the problem as the noise was still present after the hardware were replaced. All the expenses that Subaru of Niagara have incurred trying to find the noise and repairing it should be part of the warranty that they have cause to damage the vehicle in the first place. I would like to add that Subaru of Niagara has decided to refuse any service to me because of my complaint about this establishment. I feel completely wronged because any warranty that is still active on any repairs they have made on my vehicle will not be honored by them. I truly believe that they should refund me the money i have spent because of their misdiagnosis they have made on my car, they still refuse to admit that they have made a mistake and claim no fault to the diagnosis of my vehicle. Business Response /* (4000, 19, 2022/02/17) */ Good Afternoon. We thank the client for their stand, but will be holding our decision at this time. Thank You. Consumer Response /* (4200, 21, 2022/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not mind their decision to bar me from there establishment(s). But their way of dealing and admitting to their misdiagnosis is as good as calling me ******.

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