ComplaintsforPuente Hills Subaru
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Complaint Details
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Initial Complaint
04/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I serviced my vehicle (Subaru Crosstrek 2021) at this dealership on 10/23/2023 at the ****** *******************. Everything went well until I decided to have my partner complete my oil change at the ****** ******************* in late February of 2024. This is when we realized that our vehicle's engine cover was missing. Given that I have ONLY had my vehicle serviced at this dealership, I decided to give them a call and inquire about this missing part. I have been sent over to about 5 different people, including *******'s desk who is the manager for the service department and have received no respond on the matter. My car has never given me any issues and I have always ensured to take care of parts and services, so it has not been serviced anywhere else for any possible issues. The only reason why I had my partner complete the oil change at home in February is because I wanted to save some money since my vehicle is now out of the warranty due to the amount of miles on it. To resolve this matter, I would like the dealership to take responsibility and provide me with a replacement piece for my vehicle.Business response
04/29/2024
Hello ********,
Your 2021 model year ************* model does not come with an engine cover from the factory (nor the dealership). While the air intake plenum does have threaded holes and would appear to fit an engine cover, this would be because it is a shared part with the Crosstrek Hybrid, which does include a small cosmetic engine cover. Our dealership did not lose or misplace an engine cover as there was not one there to begin with.
*********************
Initial Complaint
03/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
During the finance portion of the deal, I was told by the financing rep that I had to purchase an extended warranty to receive the lowest interest rate possible. I was unaware that this was not legal and recently learned of this (why its taking me so long to report it). The vehicle my wife and I purchased was a 2022 Subaru ascent with a vin # *****************Business response
03/15/2024
It is not our practice to mislead any customer in anyway, and customers are in no way obligated to purchase ********* Services products in order to obtain credit from our preferred lenders. Regarding this transaction, there must have been a misunderstanding for which we apologize. ******************* Contract (Warranty) which was purchased is a great value and provides excellent coverage in the event of a covered mechanical breakdown. Should a customer wish to cancel the warranty that was purchased, they certainly may reach out to us to do so.Initial Complaint
11/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased the Subaru equity shield plan that was sold to me under the guise it would cover certain repair or replacement of tires or windshield. I had damage to my windshield recently and tried to make a claim but according to the agent that took my claim with equity shield, they said that it only covered repair. I was given a false expectation, and the sales person changed what I was purchasing after they explained to me what would be covered. They explicitly said that repair or replacement was necessary by a vendor that they provided because of the calibration needed by the eyesight technology. I took their word and purchased the plan for $1000 but when I made the claim I was denied because they changed the type of plan that I purchased. I would like a full refund of the purchase of this plan because they misled me and falsely represented the plan when they change the coverage with me not knowing after what had been agreed upon during the purchase of my vehicle.Initial Complaint
11/21/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
on 11/18/22, my wife and I sold our car to Puente Hills Subaru at around 2pm. We were told that the check would be ready either by the end of day or on Saturday the next day. Friday ended and so I called the dealership on Saturday but was told by the rep that the check wasn't made and that we'll have to wait till Monday when the business department was open. I waited till today Monday 11/21/22, and was led to speak with two different "managers" that were not in so it went straight to voicemail. After calling again, the receptionist at around 2:50pm told me that she'd investigate and get back to me before 4:00pm. 4:05pm rolled around without a call and so I called again and spoke with the same lady who then told me that she couldn't do anything for us since the manager had left at 3:00pm. I then had to ask to speak with someone else to get me help. I spoke with a *****, a manager in sales. He told me that the check was made but that their general manager needs only to sign it. He told me that the check should be able to be picked up no later than 9am tomorrow 11/22/22. At this point, even if I do get to pick up my check tomorrow morning, this is gross mismanagement. I've been told that my check would be ready at three differing times now without the result of the check in my hands. I don't understand why this process has been so difficult especially since they have our car right now and I have no payment for fours days. This dealership is horrible to work with.Initial Complaint
10/27/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Date of Transaction: 10/16/2022 Amount Paid: 51,381.73 New Subaru Crosstrek Hybrid Subaru forced me to pay for optional accessories items not listed in the MSRP. We went to the dealership the price of the car was $41,645 (MSRP), but then they charged an additional $2,756.55 for accessories that were already part of the vehicle. They made me pay for the accessories, but in the contract, it said the items were optional. ***************************Business response
12/01/2022
Consumer Response /* (-5, 8, 2022/11/20) */ Puente Hills has not contacted me to date regarding my complaint.
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Contact Information
Customer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.