Complaints

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a car on 10/19, The dealership misplaced my drivers license. sent me home with a vehicle and no month sticker on the license plate and did not finalize my contact correctly on 10/28/2024 I received a RECSISSION LETTER.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been trying to get this resolved since July of 2024. I have emailed I have called I have left messages and I'm not getting a response which is making me late on my car payment which I will get hit with bad credit and interest. When i purchased my vehicle back in 2021 from this dealership i was recommended to add on a extra mechanical insurance which would cover my vehicle if anything mechanical wrong would happen. The make of my vehicle has the water pump located in my engine which i was not aware of so few months ago the worst happen and the pump broke which caused engine damaged i went ahead and used my extra insurance to help with the cost but i still was out of a vehicle and i was financially exhausted. My car still has issues as i recently took it in for an oil change and was told there needs some fixes that my extra insurance would cover because i have continued to pay for it and i was told that i no longer have funds available to cover my vehicle cost to get fixed so i have been trying to call and get help to remove this extra insurance that i no longer want to be paying if its not even going to cover my vehicle. I'm currently behind my car payment and I'm frustrated that i keep getting the run around. Capitol Subaru has left me with a bad taste and frustration and in another whole in my finances. The extra insurance is costing me a extra $100 that was added to my car payment. Also the insurance is called power of automotive warranty. I want to remove this and be refunded the cost that i have been paying for this and is no longer helping me cover my vehicle fixes

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I cancelled a trade in from 2021 and each year since I have called DGDG and they have said it was paperwork error and they will file correctly. It is now 2024 and each year since I cannot pay registration online. I have to take time off of work to go to the dmv to pay. I cant even pay by mail because the dmv does not mail me any paperwork. I dont know if they are mailing my registration paperwork to dgdg??? If Im paying for the car shouldnt the registration paperwork be correct with my name and address? DMV cannot help me because its a dealership issue and DGDG just will not respond.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  My boyfriend and I were planning to purchase a Subaru ******* Sport from **** Capitol Subaru. Since I had a good experience purchasing my Outback, my father and Uncle purchased their Subaru's from the same dealership/rep ***. After going back and forth on pricing for approximately 2 weeks and speaking to *** ****** **** ****** and sales manager ****** ( who brokered the deal) we were counter offered a sale price of $28,000 out the door for the white ******* sport. We agreed. After spending excess amount of time at the dealership, given information on financing and warranty we informed the finance rep and manager we would pay without financing and without any extra add ons. Our deal started to process a lot slower. When asked if we could sign, pay, and leave we were told it would take a bit more time. Then ***** (Manager) and ****** (sales Manager) reneged on the offer saying there was human error and the deal was for the ******* base model which was $27,700 out the door (there would be no need for me to offer $300 more then their offer if we were purchasing the base model). I informed them that I had spoken with 3 people all offering the base model and rejecting it. ***** informed us that he could renege at anytime and that the cost would be $29,019. Human error happens everyday but respectable business' honor their verbal agreements. Adding insult to injury *****, informed us that Capital Subaru has a 4 star rating for a reason. I'm not disagreeing with that, I'm disagreeing with the lack of integrity that was shown.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 11/21/2022, a finance manager named *********************** sold me a $450 service contract that doesn't cover cabin air filter change. He explicitly mentioned that it would cover such at the point of sale, and circled the coverage in some documentation he printed out. The finance manager or the director ***** didn't get back to me on this issue despite multiple attempts on contacting them via phone or email. I would like to have the dealership reimburse me for the costs of two cabin air filter changes.Vin: *****************

  Business response

  08/30/2023

  I spoke to ******* and we will refund him the money that he paid for the cabin air filter. 

  Customer response

  08/31/2023

   
  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

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear BBB,I am writing to file a formal complaint against Capitol Subaru regarding my recent experience with their dealership. I believe that my rights as a consumer have been violated, and I am seeking assistance in resolving this matter.On July 24, 2023, I purchased a new vehicle from Capitol Subaru for the total amount of $44,913.91. At the time of purchase, I was informed that the vehicle would be ready for pickup within 2 days. However, on August 9, 2023, I was informed that the vehicle was not ready due to a "pretty major fault that's gonna require a lot of work."Feeling frustrated and concerned about the situation, I requested a refund due to the significant delay and uncertainty surrounding the vehicle's condition. As of today's date, August 21, 2023, it has been over two weeks since I requested a refund, and I have not received any indication that the refund process is moving forward. I have contacted the dealership multiple times, and while they have acknowledged the situation, they have not provided a clear timeline for the refund.I believe that Capitol Subaru's handling of this situation has been both unprofessional and in violation of my rights as a consumer. I entered into a transaction in good faith, paid the full purchase amount, and have yet to receive the product or a timely refund. This has caused me significant inconvenience, stress, and financial burden.I kindly request that the Better Business Bureau intervene in this matter and assist in facilitating a prompt and satisfactory resolution. Specifically, I am seeking the following:1. A clear and specific timeline for the processing of my refund.2. Confirmation of the exact refund amount and method.3. Compensation for the inconvenience, stress, and financial burden caused by this ordeal.I have attached copies of relevant documentation to support my complaint. I appreciate your attention to this matter and your assistance in resolving it.Sincerely,Yicheng

  Business response

  08/29/2023

  We have issued this customer a refund and the check was sent out on Friday August 25th.  The customer should be receiving the check by Friday September 1st. 

• Initial Complaint

  07/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  My wife and I purchased * used *** ***** **** ***** from this dealership on ******* *** ***** At the time of the purchase we were sold * warranty and * maintenance package to with the upkeep of the vehicle for 3 years of our 5 year loan term and the vehicles mileage to 70,000 miles. We purchased the vehicle at just avove ****** miles. Within the first month in * half we began to have troubles with the rear lift gate, where the vehicle the the rear was open and it drained the battery, so we took it in for service. They said it was fixed and we drove it for * whe until the problem came back, and we took the car back in for service. Subaru troubleshoot the problem but could not figure it out, and told us they weren't equipped to diagnose the car. They gave us back the car with * temporary fix and told us to take the car across the street the the **** dealership. The **** dealership being in the same network will honor the same warranty purchased at Subaru. We were told by **** to take the car back to Subaru, as that is where we bought it, and that they sold us * bad/damaged car. At this time the rear hatch was working and the car was just * secondary car so we let it sit, because the situation was becoming very upsetting. Now it was time to take * family trip and we took the vehicle in for * oil change, on that day we tasted the functionality of the rea hatch and it is now no longer operational. We took it to **** who wouldn't look at it, because they said they didn't have the time and wouldn't give us * loaner vehicle until they could. We then took the vehicle across the street to Subaru who had it for the remainder of the day and the result was the same, they said they couldn't fix it. They said take it to ****, they also refused to give us * loaner vehicle until the problem could resolved. No we are paying for an SUV with * rear hatch that won't open, and * warranty the that isn't being honored. Please help.

  Business response

  08/09/2022

  Business Response /* (1000, 5, 2022/07/22) */ Customer bought a used car from us and they bought a warranty, the defect that their vehicle has needs factory trained equipment and technicians we recommended they take the **** vehicle to the **** dealership that our company owns and has access to the warranty records. The repair would be done faster and they would get a warranty from the manufacture on any repairs done of 12 months and 12,000 miles by going through ****. This is not uncommon for a car from one brand in this case ford to be purchased at another in this case our store Subaru and for the selling dealer to recommend customer to take to the manufacture (our sister store Capitol **** down the street) of the vehicle and they would honor the warranty. Consumer Response /* (3000, 7, 2022/07/25) */ This does not help us, nor does it solve our problem. The folks at Capital Subaru have indeed instructed us to go to **** as per my original complaint, we have taken it to Capital **** and they also refused to fix the issue. The Folks at Capital Subaru are aware of this fact and are passing the buck the same as Capital ****. No one is taking responsibility and no one is fixing our broken SUV.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought a brand new ******** fully loaded from this dealership. The car didn't come installed with options I selected and not to mention has broken down over 5 times. The car is horrifically unsafe and my only mode of transportation. I've lost work, time, money, and most of all my safety. This dealership claims "tough luck". ****** ***** was exceptionally rude and a poor representation of a company. I'm so upset that a business can tell a client to get lost. The car has been a nightmare and I just need help. I've attached all service record for this brand new car that went wrong. The car is currently broken down now again and going to the shop today.

• Initial Complaint

  03/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am continuously receiving mailings from Capitol Subaru in the name of ** **** The mailings are coming to my home address, in ** ****** name. I don't know any ** *** nor have I done any business with Capitol Subaru. I have contacted them several tiems about it. From the start, I began receiving email and home mail solicitations in the name of ** *** from Capitol Subaru starting last fall. On Oct 16, 2021, I contacted ***** ******* at Capitol Subaru and was assured I was removed from DGDGs list. However, on Nov X XXXX I received double email solicitations in the name of ** *** again. I contacted ***** again and upon researching the matter, she stated somehow my information became associated with ** ****** account. In turn, Capitol Subaru removed the information. On Nov X XXXX, I received a home mailing in the name of ** *** YET AGAIN. Upon contacting ***** ******* once again, I was told the "information between ** *** and yourself got crossed up with in our data base". Furthermore, ***** stated that "we have let our IT team know of the mistake so that they correct whatever software issue might be going on and it should not happen again". Since then, I have received THREE MORE MAILINGS to my home address in the name of ** **** ***** has been responsive and helpful, but neither ********** Dealer Group's IT department nor the business itself is assurring the issue is dealt with once and for all.

  Business response

  03/16/2022

  Business Response /* (1000, 5, 2022/03/03) */ when informed by customer about the mistake from out marketing team we took the appropriate action and removed the miss information on the customer profiles. Customer will not receive any information from the customer *** **** that was unfortunately somehow linked to his (***** *****) email address. I checked our date base 03.03.2022 and the records are correct and there is no mixed customer information. Consumer Response /* (3000, 7, 2022/03/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) On Nov X XXXX I received a home mailing from Capital Subaru in the name of ** ***. As mentioned, I don't know any ** *** and I've never done business with Capital Subaru. The mailing was received after Capital Subary sent me several emails in the name of ** ***. By then I had already been in contact with ***** ******* who informed me the "information between ** *** and yourself got crossed up with in our data base". ***** also relayed "we have let our IT team know of the mistake so that they correct whatever software issue might be going on and it should not happen again". HOWEVER, since then I have ANOTHER MAILING in December, ANOTHER MAILING in January, and YET ANOTHER EMAIL in February, all sent from Capital Subaru to MY HOME ADDRESS in the name of ** ***. So I do not believe the issue has been resolved and I request Capital Subaru and Del Grand Dealer Group to please investigate this matter thoroughly before sharing the finding. Business Response /* (4000, 10, 2022/03/14) */ I just checked again and I am confident he will not receive anything moving forward. The next step would be to wait and see, but again am confident he will no longer have any type of communication from us. I just checked all communication systems and there is no cross information between the two profiles on any vehicle. Consumer Response /* (2000, 12, 2022/03/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will take it on good faith that Capital Subaru and Del Grande Dealer Group have addressed this issue once and for all. If in fact I do receive yet another mailing in the name of ** ***, who and how should I address this matter with DGDG/Capital Subaru?

*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. ↩