Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/08/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Background:Purchase Information: In 2022, I purchased a 2018 used car from [Puente Hills Subaru ]. The dealer assured me that the vehicle had 0 accidents, 0 collisions and provided a Carfax report to support this claim.Issue Discovered: Recently, while preparing to sell the car, a new Carfax report revealed that the vehicle had been involved in a collision in August 2020. This information contradicts the initial details provided.Requested Resolution:I request that [Puente Hills Subaru] provide an explanation for this discrepancy and offer a resolution, which may include a refund or compensation.Supporting Documents:The original Carfax report and related documents from the purchase The recent Carfax report showing the collision record Please investigate this complaint and assist in resolving the issue. Should you require additional information, feel free to contact me.

  Business Response

  Date: 08/08/2024

  We provide a free Vehicle History Report to all prospective Used Vehicle Customers in order to help them make their buying decisions.  This vehicle history information provided to our customers is via CARFAX, which also provides their disclaimer, "This CARFAX Vehicle History Report is based only on information supplied to CARFAX and available as of 9/27/22 at 2:32:59 PM (CDT). Other information about this vehicle, including problems, may not have been reported to CARFAX. Use this report as one important tool, along with a vehicle inspection and test drive, to make a better decision about your next used car."  The information from this vehicle history report is relayed to all guests, with the understanding that we have the same information about the vehicle that is being sold.  As CARFAX disclaims, their information is accurate at the time the report is printed.  We have all customers initial every page of the CARFAX, as well as sign the back page, ensuring that everyone is aware that this is the most accurate information available to all parties at the time of sale.  As shown on the attachments that this customer has provided (as well as our internal records),  each page and the back are signed indicating that at this point in time, everyone understood that this was the most accurate vehicle history report available.

  Customer Answer

  Date: 08/18/2024

   
  Complaint: 22101707
  
  I am rejecting this response because:

  Dear BBB and Puente Hills Subaru,
  
  Thank you for addressing my complaint. I have reviewed Puente Hills Subarus response ,
  
  1. **False Promises and Misleading Information**
  
  Puente Hills Subaru assured me that the vehicle was no accident, no damage, which was a key factor in my decision to purchase. However, a new Carfax report has shown that the vehicle was involved in a collision in August 2020. This information contradicts the dealer's initial assurances and indicates that I was not informed of this critical detail at the time of purchase. Consequently, the information provided by Puente Hills Subaru was misleading, leading me to make a purchase decision without full knowledge of the vehicles history.
  
   2. **Carfax Report Disclaimer is Not an Excuse**
  
  The dealers response cites the Carfax report disclaimer to deflect responsibility. This approach is unacceptable. While Carfax reports include disclaimers, this does not absolve Puente Hills Subaru of its duty to provide truthful and complete information about the vehicles history. The dealer is responsible for ensuring that the information they provide is accurate and complete, and they cannot simply rely on a disclaimer to avoid responsibility. It is their duty to thoroughly verify and disclose all known information about the vehicle.
  
   3. **Signatures Do Not Validate Information Accuracy**
  
  The dealers claim that customer signatures on each page and the back of the Carfax report indicate acknowledgment of the information does not address the issue of accuracy. Signatures confirm receipt of the document but do not validate the correctness of its content. If the information provided during the sale is incorrect, the seller is responsible for the misleading statements.
  
  4. **Request for a Fair Resolution**
  
  Given these issues, I request that Puente Hills Subaru take the following actions:
  **Refund or Compensation**: Due to the provision of inaccurate vehicle history information, I request a full refund of the vehicle purchase price or appropriate compensation for the financial losses incurred as a result of the misinformation.
  
  
  By addressing these concerns, Puente Hills Subaru can demonstrate a commitment to consumer satisfaction and provide a fair resolution to this matter.
  
  Thank you for your attention and assistance.
  
  
  Sincerely,
  
  Tong Ning

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:03/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:11/21/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:10/27/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 12/01/2022

  Consumer Response /* (-5, 8, 2022/11/20) */ Puente Hills has not contacted me to date regarding my complaint.