ComplaintsforSubaru Of Mobile

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a family member take my car in for service on 24Jan2023 to help me while I was out of town for military training. I purchased 2 services and 2 parts for my car and had a multipoint inspection that cost me over $150. When my services were complete there were a few items that required attention/maintenance, esp the terminal cables require IMMEDIATE service. None of this was discussed with my family member during the in-person visit and the dealership is an hour away from my house; the service advisor was also asked if anything else was needing attention.When I returned from my military training a few weeks after the appointment and was able to use my phone, I realized the inspection report had been texted to my phone and it outlines issues with my car that need service and should have been discussed during the appointment. When I noticed this, I reached out to the dealership via email, live chat feature, and attempting to call. I was contacted back via text message letting me know that someone would reach out to me to help me resolve my issues....to this day no one has reached out to me to help me with these concerns.I'd appreciate help with getting better service and to have the problems with my car addressed because I rely heavily on my car to get to work, and I'm hoping nothing gets worse.Customer: *********************** Phone: ********** Vehicle: 2017 Subaru Crosstrek VIN: ***************** RO#: ***** Advisor: *************************** VEHICLE INSPECTION REPORT: ************************************************************************************************************

  Business response

  07/14/2023

  Tameron Subaru was purchased on March 30, 2023 from Lithia, which owned Subaru of Mobile at the time of this service.  We would love the opportunity for them to come back in and allow us to do a full inspection on their vehicle to make sure their servicing is up to date.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle from this dealership in the first week of January. After purchase, the buyers agreement did not line up according to my bank and the financial portion of it. The buyers agreement was off by about 3k dollars. My bank tried to call the dealership on multiple occasions but ***** would answer. I also tried to contact and received the same result. I was finally able to reach the dealership via face to face visit. After talking with them, they told me that those items come standard on every vehicle purchase and I can not opt out. THis should not be the case, if something comes standard, it should be either included in the price. beforehand or free. They would not allow me to opt out of it. The second problem I am having with them is still occuring. The bank cut the check to pay the dealership and called them and sent them emails informing them that the check was cut. After about a week, I ended up being the one who had to take the check to the dealership because they would not pick it up. (keep in mind that the bank was about 3 miles from them). As of now, they currently have not paid off my previous vehicle that I traded in. THis has now caused me to have a late fee and an outstanding balance because they did not conduct business according to how it should have been. I would love to be reimbursed the 3k that they took from me but if nothing else, I would like to have my credit repaired.

  Business response

  02/27/2023

  Evening-

  I hope this message finds you well. After reviewing all the stored documents, it looks the original selling price started at $24,003 and had a trade value of $21,155. The final documents show a sales price of $22,312 and a trade value of $24,000. The difference in those two amounts equate to $4800 in savings at the time of the deal. I'm not 100% about one of the salespeople being allowed to pick up a check from a lender on the behalf of the customer. (is this allowed?)

  Feel free to reach out to me with any more questions you might have. ************

  -Respectfully

  *********************** GM Subaru of Mobile

  Customer response

  03/03/2023

   
  Complaint: 19367695
  
  I am rejecting this response because: the problem is that you hid the extra cost for the LoJack and the perma plate and I did not have a chance to even reject it. I only found out prior via my bank catching the fees not listed on original buyers order. When I asked why, the response was that it comes standard with every car. If this is the case, it should be built in to the price of the car, not hidden. As for the check, your dealership said they were going to pick it up and even told my bank they would pick it up but did not. This was even after multiple emails and multiple failed attempts to call your finance department. Im just very disappointed in the lack of professionalism. Its truly sad that a car dealership doesnt even answer the phone when you call. I have told many people about this experience and have heard from quite a few of having similar experiences themselves or knowing someone who has with your dealership. It is truly sad in how you have conducted yourself and its even worse that you are ripping people off daily just like you did me. I will continue to tell everyone I can to not use your dealership.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  12/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/19/2021 I purchased a 2021 Subaru Crosstrek, with several extras, one of the extras was for paint and interior protection (***********). The *********** company required notification from the seller (Subaru of Mobile) for the warranty to be in effect. After several calls from me to Subaru sales person ********************* who assured me the issue would be handled. It has now been a year and a half and the *********** company has no record of my vehicle from Subaru. I have documentation of this process (bill of sale of vehicle,and correspondence with ***********)

  Business response

  07/14/2023

  Tameron Subaru was purchased from ************* on March 30th, 2023 of this year.  It was formally known as Subaru of Mobile.  We were not involved at the time of this issue.  

• Initial Complaint

  08/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 30, 2022, I purchased a used truck from Subaru of Mobile. I live in Florida and they provided me with a temporary car tag, but it expired on August 21st, 2022. I have called and emailed the business several times so that they could send me a new temporary car tag for the state of Alabama and they keep saying they will send it, but nothing has been sent. I would very much like to receive either a temporary tag or my car tag paperwork so I can register the vehicle in the state of Florida. I do not want to get a ticket for an expired tag ($100 fine in Florida plus late fees and renewal fees for less than 6 months). I have incurred no cost yet, but an expensive ticket may impact my job. Please let me know what my next steps would be in order to get Subaru of Mobile to provide me with my car tag paperwork.

  Customer response

  08/23/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  Thank you for your email.  I realize you sent the complaint to Subaru of
  Mobile from the email message that I received this morning.  I tried to stop
  BBB from sending the complaint, but it was too late.  Subaru of Mobile has
  sent another temporary car tag (yesterday afternoon) and so I will wait to
  see if they will send me the car tag paperwork in time so I can register the
  vehicle in the state of Florida.  I will do my best to work with them and I
  hope they will send the car tag paperwork as soon as possible so I don't
  have to worry about another temporary car tag. 

  
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  07/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  During the fall of 2020, we purchased a Subaru Outback from ***** ***** Subaru in *******, TN. We moved to Ocean Springs, Mississippi and the nearest Subaru dealership was in Mobile, AL. At the time of purchase ***** ***** Subaru stated our vehicle received, Subaru Added Security Maintenance plan for 2year/24,000 at 6,000 mile intervals - this was a Subaru of America offer and valid at any Subaru dealership. We attempted to get the first service (scheduled/routine) on our vehicle at the Subaru dealership in Mobile around June 2021. At the time of check out we were told that "offer" from ***** ***** was not applicable to that dealership or any other dealership besides ***** ***** and that ***** ***** has lied/mislead us during the purchase. Disappointed, I accepted this is as true from Subaru/Mobile and over the next 2 years continued to take our vehicle to this dealership for routine maintenance - each time, we were charged full price. We have since relocated to Utah and went to our local Subaru dealership for routine maintenance. Upon checkout they informed us we had not used any of our free services (the very services Subaru/Mobile lied and said did not exist) and that unfortunately the period expires on November 2022. This in turn makes us only eligible to use one of these - due to the lack of mileage we drive. I called Subaru of America to verify this information and they stated the Subaru dealership in Utah was correct and confirmed Subaru/Mobile had in fact lied to us. Therefore, not only did Subaru/Mobile lie to us, they stole countless dollars from our family and mislead us for no reason other than their own financial gain.

  Business response

  08/01/2022

  Mr. *******,

  Thank you for taking the time to have a discussion about the issues. As we discussed it seemed to stem from the prior owner and we did not correctly handle it as well. I'm reviewing the dollars that you spent with us in the service department, along with the door paint issues. 

  Thank you again-

  **** *******-GM

  Customer response

  08/01/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  02/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My Wife had a vehicle accident in which her car was totaled on 12/17/2021. After a serious search for a new vehicle we found a Subaru Outback located at Subaru of Mobile. No problems with the sales team but we then moved to finance. I didn't seem to have a problem with finance other than now I'm 3 to 5 weeks since purchase and can't get a tag in Mississippi due to the dealer sitting on the paperwork and now I'm being penalized by Mississippi for day to day until the paperwork arrives. I have called the dealership and spoke with a young lady by the name of *******, who seems helpful and has even told me dates when the paperwork would be overnighted to my local tax office then next day nothing. ******* has stated that I can pay the penalties and send them a copy of my receipt and Subaru of Mobile will pay my penalties, however I have my doubts as I'm having difficulties just getting my registration paperwork. Only thing I'm asking is get me my paperwork for my taxes and tags and pay the penalties that have accumulated to date. Also I haven't received any information from Subaru or the financial institution in which I'm to pay the fast approaching first car payment.

  Business response

  04/04/2022

  Business Response /* (1000, 8, 2022/03/07) */ I will reach out to mr ***** and tell him that we will expedite his paper work and cover any fees he has received. Called and left message right now. Sorry for the late response

• Initial Complaint

  10/16/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On September 1st, I purchased a vehicle from Subaru Of Mobile. I traded in my Mazda CxX XXXX. They were suppose to pay my Maxda off in the 14 days. I called September 29th to see why my old car was not paid off. They informed me they messed up the address on papers and overnighted papers to house. I received the papers September 30th. and got them sent out on October 1st. We still did not hear from the company, so I called again October 7th to get an update. The lady in finance informed me they lost our signed papers, the tracking number stays they received it. I was told they would put a rush on paying my car off because October 6th would make the payment two months behind. Oct 12, Mississippi tag office finally received the paper and taxes check for me to purchase my tag. I had to pay late fees. She was again suppose to call me back, nothing. I tried calling October 15th nobody answered. My payment on my new car is due today which is October 16th, I made that payment.

  Business response

  02/15/2022

  Business Response /* (1000, 9, 2022/01/28) */ I called and left two messages for customer. Just updating you on progress.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are victims of predatory car sale practices. Saturday October 2, 2021, we were given false disclosures about the process of obtaining a used vehicle. Therefore, we went into a contract Subaru of Mobile not fully aware of everything we needed to know. The sales members falsified information to the bank to secure the loan (our monthly mortgage payment). He kept saying we can trick the bank. We wish to cancel the contract with Subaru and All In One Credit Union. We were pressured by two sales members to sign. We were at the dealership from 9:30am until well after 4:00pm. We tried to leave at least 8x. We said over and over the monthly note was too high. The salesman followed us to our car saying we need to come back in and sign because the damage had already been done to my credit. They wouldn't take no for an answer. They just kept pressuring us, "just sign". Now we have asked to start arbitration and the manger refuses to speak with us. Instead he wants us to pick another car.

  Business response

  11/17/2021

  Business Response /* (1000, 8, 2021/11/05) */ Ive already stopped processing of the deal and have been requesting for our vehicle to be returned for over a week. They are having a case of buyers remorse. Forcing someone to sign is not something we practice They said they wanted to lower their payment, and I tild them I would. Their deal has been in my office for at least two weeks and it was never processed.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩