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:05/30/2024

  Type:Product 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 purchased my car on June 28th from Subaru of Ontario and purchased 2 different warranties, gap insurance, and was charged for an alarm system. The 2 warranties were an extended warranty and an equity shield which covered windshield, wheels and tires, and paint. The 2 warranties were $3000 a piece so $6000 total. The gap was $995, and the alarm was $1000. I canceled the equity shield and I got a refund for the alarm system. The dealership sent out a check for $3879.24 to my lien holder. I then refinanced my car loan and canceled my GAP insurance and was refunded $890.91. That check came to me since I had refinanced. This all happened in 2022. I put in a request to have my extended warranty cancelled on April 7th 2024 and get a partial refund. I didnt really hear much from them. I sent an email today to get an update and they told me that I had no active warranties to cancel which makes no sense considering I still had my extended warranty. The dealership is now telling me that the extended warranty was cancelled and the money was refunded when they sent the first check to my original lien holder back in 2022. If the check was for $3879.24 and the 2 warranties were $3,000 each not including the alarm system, where did the additional $3,000 from the extended warranty go to? I paid for a 96 month/80,000 miles warranty. Its on my contract. I called Subaru of America and they informed me that ive never had an extended warranty plan on the car meaning that the dealership never activated it. The dealership just keeps saying that they already refunded me the money but that is not true. I have emails from the finance office explaining what i was refunded and why. None of them say anything about my extended warranty. Because of this I feel as though they need to refund me my $3,000 considering I paid for the product and was never given it.

  Business Response

  Date: 06/03/2024

  Please know that the dealership is in receipt of the complaint and is looking into it. A formal reply will follow as soon as practicable. 

  Thank you, 

  *************************
  

  Customer Answer

  Date: 06/05/2024

   I am rejecting this response because:
  
  I  will not accept your response until I am refunded my money

  Business Response

  Date: 06/06/2024

  Greetings:

  This note is in furtherance of the above-refenced complaint. After reviewing the record, Subaru of Ontario has conclude that the complaint is not supported by the facts, therefore it will not provide any refund. 

  To begin, Ontario is confused by the complaint because the refunds were the lender's responsibility, including the calculation and payment thereof. Ontario's role in transactions like the one here is limited to confirming facts with the lender. Ontario contends that its limited role in the underlying transaction is dispositive of this issue, therefore it will not provide any payment whatsoever. Of course, Ontario is willing to reconsider its position upon receipt additional relevant material facts. 

  Ontario's records show that the Complainant financed the deal. A fact to which he admits. That fact alone puts any refund on the lender, not Ontario. Furthermore, upon information and belief, the Complainant's contention that the theft and extended warranty polices were valued at $3,000 each is erroneous. 

  For the reasons set forth above, Ontario is responsible for the loss, if any, to the Complainant.   

  I hope and trust that this concludes this matter. 

  *************************

  Customer Answer

  Date: 06/07/2024

   I am rejecting this response because: Why would my lien holder be responsible for refunding me my extended warranty when i bought it from you guys? My loan was already refinanced when i asked for the refund so that money would have been sent to me directly. Also the equity shield i purchased was $3000, the theft protection was $1000, gap was $1000, and the GOLD PLUS extended warranty was an additional $3000. I did receive a refund for everything except for the Gold plus warranty because i never authorized that to be canceled until about a month ago. Subaru of America actually called me today and informed me that you guys told them that there was an error when activating the gold plus warranty so it never actually activated. That means ive been driving around for the past 2 years without something that i paid for. you guys took $3000 from me and didn't activate the services that I paid for. If I wouldnt have tried to cancel it i would have never known! That seems very illegal! I also attached proof of your finance manager admitting that I was never refunded the $3000. According to you, I will not be getting a refund. So now I am confused. 
  
  
  

  Customer Answer

  Date: 06/14/2024

  .

  Business Response

  Date: 06/18/2024

  Greetings:

  I am writing to clarify the record on behalf of Ontario. The Complainant's understanding of this matter is not correct, as evidenced by the record. His recollections of the costs of the plans is inaccurate (see attached) and any allegations that Ontario failed to include various protection plans in the deal, take steps to provide the information necessary for refunds, or otherwise caused him harm are misplaced. Attached are relevant portions of the deal file, redacted for security, in support of Ontario's position. 

  Ontario will not provide the relief requested because there has been no harm to the Complainant in that he received the benefits of the original bargain and any refunds which he was due (refunds that were calculated and provided by the lender, not Ontario).

  I hope and trust that this concludes this matter.

   

   

• Initial Complaint

  Date:12/23/2023

  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 took my 2017 Subaru Impreza in to Subaru of Ontario 11/15/2023 to replace my center differential, a tire shop by the name of American Tire Depot diagnosed the popping and dragging noise I was experiencing as my center differential or possibly an axel and they recommend I get a second opinion. I made the appointment with Subaru, I stated in the appt request my center differential or an axel needs to be looked at. ****** called me 11/16/23 to inform me it is my power steering gearbox that is causing the noise and that my car will be ready for pickup 11/22/23. I made arrangements for my partner to pick up the vehicle for me, since he works around the block. ******* from Subaru of Ontario called me on the morning of pickup, 11/22/23, to tell me they found another part to be replaced, a knuckle and sleeve. I explained the situation and they were able to provide a rental. Next pickup was 11/29/23. I was called 11/28/23 by ****** and informed the part had not be received. They called 12/1/23 and stated my car was ready for pick up. I went 12/3/23 and picked up my car, when leaving the dealership all of my sensors on my dashboard went off and my steering wheel was sideways. I took it back.. Returned 12/6, paid $2191.91 did a test drive with a tech and went home. When I got home the noises were much louder. Was told I could drop my car off 12/10, they could not take it, it was dropped off 12/11 after sending a detailed email and videos of the issue. 12/12 ******* informed me it was my center diff. I stated I should pay for parts but not labor since that was what I brought it in for. ******* was very rude and forceful that they could not diagnose the center diff before, even making a comment to my partner that he (*******) didn't need to work on the vehicle if we don't want him to and exploited the fact that I needed my car fixed. Service manager ********* said he stands by his techs. Car was picked up 12/22, paid $1665.65 seems ok but I believe we were taken advantage of.

• Initial Complaint

  Date:07/24/2023

  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.

  I own a 2019 STI that had an unexpected engine shut off. We got this car from Subaru of Brampton in March 2019. And The vin# *****************, 90,000 KM on it. The vehicle is still under a 5-year/100k km warranty. On July 18th the car was being driven in Georgetown when suddenly the car lurched a few times and came to a standstill. The way this happened put the safety of the occupant at risk, as there were moving vehicles behind the car when all the wheels locked up. This sudden engine stall could have resulted in an accident and potential injuries. The engine did not start despite multiple attempts and had to be towed to a nearby Subaru dealership. After a paid diagnosis Dealership informed us the engine has seized and it needs to be rebuilt or the engine should be swapped. The question is why did the engine seize when the vehicle just has 90,000 kilometers on the odometer when the powertrain warranty covers 5 years/ 100,000 km? This engine design is old and well-tested in the field so this should not have happened. There could be multiple reasons such as - 1. Starvation of oil throughout the block 2. Skipped timing Please note- Regular oil changes and maintenance have been done at every 5,000 km, the oil was changed with a 1L top-up between 2,500km per the guidance of Subaru technicians. We believed in the "confidence in motion" tagline and we lost that now. We also know that the Subaru WRX STI as a vehicle has a known history of engine seizures and in the past Class action suits have been filed. This being the family's only vehicle, its inability to run impacts the ability to go to School, work, and do essential work such as grocery shopping. Given all the above, it is the responsibility of Subaru Canada to get this issue resolved at the earliest and at your cost.

• Initial Complaint

  Date:05/25/2023

  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 needed my valve body replaced on my transmission, this was under warranty. The dealership said I need to replace the transmission fluid and it would cost me 369. The transmission fluid should be replaced when the valve body is replaced under warranty without any additional cost. I called 3 other Subaru dealerships who said the transmission fluid should absolutely be replaced with the valve body so that it doesn't have dirty fluid going through it and they should not charge me for this. I called a mechanic who also said they should replace the fluid under the warranty at no extra charge which was verified by a master writer for a dealer . I called to pick up my car and Subaru of Ontario would not connect me, they would pick up then put me on hold and hang up. When I finally got through I asked them to not do any work. I was informed they already started so too bad. I told them I didn't give them permission to start the work and they said since it was a warranty part they didnt need my permission. So now I have to take my car someplace else and pay to get the fluid replaced when this dealership should have done this service or let me pick up my car so that I could take it to another Subaru dealership. I feel like Subaru does not care about it's customers if each dealership is independently run and they let their own dealerships rip people off, there is no umbrella of care.

• Initial Complaint

  Date:04/16/2023

  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 a Subaru Added Security membership for my 2020 Subaru Crosstrek back in 2019. My agreement number on my card is *******. I was told that when I cancel my membership in the event of selling my car, I would get a prorated refund for the remainder of my Subaru Added security membership plan. I sold my car on 7/19/22. I have contacted Subaru of Ontario on multiple occasions, spanning the course of several months to no avail. I spoke with a gentleman named Adrian as well as a lady by the name of Susan (who no longer works there). Adrian told me to forward him the emails from Susan, which is what I did, and then he dropped the ball in terms of helping me any further. I contacted Subaru's Business Department as well by leaving voice mails, but they never returned my calls. Long story short, I am supposed to receive roughly around $1,000+ as a prorated refund for my Subaru Added Security from Subaru of Ontario after I canceled my membership. Subaru of Ontario has failed to send me a check for any amount, and they have been avoiding my calls and voice mails to a certain extent ever since I started my claim. Please help me get my money that is owed to me according to the Subaru Added Security agreement.