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:10/31/2024

  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 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

  Date:08/13/2024

  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 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

  Date:04/22/2024

  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 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

  Date:03/11/2024

  Type:Sales and Advertising 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.

  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

  Date:08/30/2023

  Type:Order Issues
  Status:

  ResolvedMore 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 11/21/2022, 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

  Date: 08/30/2023

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

  Customer Answer

  Date: 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

  Date:08/21/2023

  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.

  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

  Date: 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

  Date:07/21/2022

  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.

  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

  Date: 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.