ComplaintsforStevens Creek Subaru

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stevens Creek Subaru agreed to provide a loaner vehicle for me while I am forced to wait two months for glass for my back windshield. Both Stevens Creek Subaru and Subaru of ******* which I filed a complaint against LIED TO ME. Neither company wants to help me in my time of suffering. I am ******* and have spent hundreds of dollars on Uber/lyft. Stevens Creek Subaru and Subaru of ******* are refusing to help me in my time of need with providing a loaner or rental.

  Business response

  02/29/2024

  We are sorry to hear about your current situation with your vehicle, and would like to see if we can assist.  Upon further investigation within our database, we have no records of this customer being here for any repairs.  Could you please provide further details like a vin # and who assisted you at Stevens Creek Subaru. Feel free to reply or call the dealership at ************ and ask for the General Manager ***** to further discuss this. 

• Initial Complaint

  10/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***BEWARE*** I do not recommend buying a vehicle from this dealership at all! The treatment from the service department manager *** to be specific has been horrible! When you try to talk to him he literally just walks away from you mid conversation like I don't even matter. Even his own employees tell me I should request a different service advisor. I brought my vehicle in about 2 months ago because it was having engine problems and he sent me home with my car because the check engine light wasn't on. I understand they can't work on the vehicle without the light being on, but they knew something was wrong with the vehicle. they told me they drove the vehicle for 50+ miles and the light did not go on. I literally drove the vehicle from the dealership to the gas station and the light came back on. Then I brought it back because I do pay for warranty and he frustratedly took my vehicle and said he would work on it. In the two months that they have had my vehicle I have not even received one phone call for an update. They still have my vehicle! They told me my vehicle was being worked on by a different dealership but when I called the dealership that they told me it was at the other dealership told me that they took my vehicle back. There has been 0 communication. The manager *** told me that the head gasket was the issue but then the person he assigned to help me told me that it wasn't the issue. Then I'm being told that it's the warranty company and this and that. It's just been a completely run around. I was actually referred by my brother who purchased a vehicle from them and I have friends who do business with them and never did I expect this type of treatment. Please, for the love of God do not buy a vehicle from this place. My family and friends will be taking our business elsewhere after this whole ordeal.The said ***** has my car but when I called ***** they said they did not. I bought a ***** from subaru. Something shady is happening. Please help.

  Business response

  10/30/2023

  Customer brought in the vehicle for a check engine light problem on the ***** that they purchased from our Dealership. The problem was not easy to diagnose and took some time. We took the vehicle to a nearby ***** Dealership and they were unable to diagnose the vehicle. We ended up taking to another ***** Dealership where it diagnosed and repaired. We gave the customer an loaner vehicle to use the entire time while their car was in the shop. The repairs did take longer than normal due to having to wait for the extended warranty company inspectors to come out and inspect the vehicle along with it having to be taken to multiple shops in order to have it diagnosed correctly and repaired. Customer has the vehicle back and the vehicle is operating as designed at this time. Our apologies for the lack of communication while the vehicle was in for service. 

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive sold my car to them and they owe me money. Ive sold them the car for $20,000 and they paid off the loan on the car, which was less than $20,000, to the bank and said they would send me a check for the difference. Car was sold 12/1/2022 and it has been over 6 weeks without any check. I keep checking back but they keep saying they are waiting on the title form DMV. They said it would take 3-4 weeks for the to get the title normally. They already have the car and are posting the ad for the car, I don't understand why they can't just give what they owe me.

  Business response

  03/17/2023

  The vehicle was paid off and the customer was mailed  a check for the difference on 1/6/2023 as soon as we received the title. We verified with the customer that they received the check. 

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi my name is *******************, on September 24 2022 I bought a used car from Stevens Creek imports. I bought the car for ****** with registration and taxes it came out to ****** which I paid in full I did a wire transfer to Stevens Creek imports The same day. While filling out the contract he said I will be receiving registration with pink slip in between 90 days. I called him a few weeks back and told him I have not received anything he told me not to worry about it has been well over 90 days I have not received anything. I called DMV today January 5, 2023 DMV informed me that the vehicle was never transfer.Not knowing what's going on I called my bank today and dispute it the ****** they open an investigation and advise me not to contact the dealership anymore. I'm also seeking legal advice I was told by law the dealership needs to do a transfer in between 15 days of the sale. I have a car that I cannot drive due to no registration which is creating a big burden in my family. This is the car we were using to take my kids to school. I would like to return this car and get my money back so I can purchase a different vehicle.Thanks

  Business response

  02/15/2023

  I believe this complaint was filed in error, we dont have any record of this customer. Our dealership is called ********************** or Formally known as Stevens Creek Auto Imports, I believe the customer is referring to a used car lot named Stevens Creek Imports. Please delete this complaint from our record. 

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $1700 for 60,000 mile service on my car. The service rep rattled off what was included in that service, one of the services was a tire rotation. they take my car for 6 hours (noon-6pm) and when i pick he tells all the things they did and everything was fine. they drive my car around and i go home. well when i get home i notice that they hadn't rotated my tires. the reason i know this is i had scraped my rim on the passanger front tire a couple of months ago. Had they rotated my tires like they claimed that rim would have been moved to one of the other wheel wells. Well it's in the same spot. So there tells me they didn't perform the service. Now because of this, what other service did i pay for but they didn't perform. How can i know they did all the work they claimed, since i know they absolutely did not rotate my tires. also my auto window function is no longer working and my console no long display the MPH. What did they do to my car during those 6 Hours? if you look at the photos there is a finger mark on my dusty tires. had they rotated them, there would be hand makes all over the tires.

  Business response

  01/06/2023

  Business Response /* (1000, 5, 2022/12/19) */ Hi ****, I'm sorry to hear about your poor service experience. I would be happy to have your vehicle inspected to make sure all of the work was performed properly. Also I would be happy to assist you in inspecting your window operation and your console display for the MPH. I did ask the service manager to pull video footage from when your vehicle was in the shop to see if we could see anything and we were able to see the technician rotating the tires. I would like to show you the video when you come down to have your vehicle inspected. I look forward to hearing back from you. Once again sorry for any inconvenience, but we stand behind our work and will make it right for you.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/27/22 I went into the business for a service. When contacted when car was ready service representative stated there was a tack in my tire and that I would need to pay to get my tires replaced. I told the rep I wanted to see the tack. When I arrived and car came out I did not see the tack. The rep brought me inside to finish paperwork and then stated he could see the tack. The tack appeared and he stated that he saw it when I dropped off my car. When confronted why the rep did not tell me about the tack when I dropped of my car nor did I see the tack when I came to pick up the car, and I even showed the rep photos I took of my car in the morning with no tack , he proceeded to get angry, throw things on the table, and swear at me. I left and got my tires replaced at Americas Tire. I would like this business to reimburse me for the price I paid for the tires

  Business response

  12/09/2022

  Business Response /* (1000, 5, 2022/08/25) */ CUSTOMER BROUGHT VEHICLE IN TO SERVICE AND WHEN PULLING INTO THE SERVICE DRIVE ACROSS THE ALIGNMENT PRE CHECK MACHINE VIDEO AND PHOTOS WERE TAKEN OF THE VEHICLE UPON ARRIVAL. THE TACT WAS NOT NOTICED UPON WRITE UP BY THE SERVICE ADVISOR'S EYE BUT WHEN THE VEHICLE WAS PULLED INTO THE SHOP FOR A DETAILED INSPECTION THE TECHNICIAN NOTICED THE TACT IN THE TIRE AND RECOMMEND THE TIRE BE REPLACED. AFTER THE CUSTOMER CAME TO PICK UP THE VEHICLE HE DIDN'T BELIEVE THAT THE TACT WAS THERE PRIOR TO HIS ARRIVAL THAT DAY, WHICH IS POSSIBLE THAT HE DIDN'T NOTICE BECAUSE MOST OF US DONT CHECK OUR TIRES DAILY UNLESS THERE IS LOW TIRE PRESSURE SO WE CAN UNDERSTAND HOW HE MISSED IT. WE SHOWED THE CUSTOMER VIDEO AND PHOTOS OF HIM DRIVING INTO THE SERVICE LANE ACCORSS THE ALIGNMENT CHECK AND IN THE VIDEO YOU CAN SEE THE TACT ON THE TIRE. UNFORTUNETLY WE WILL NOT BE ABLE TO PAY TO REPLACE THE CUSTOMER'S TIRES DUE TO THE TACT BEING THERE PRIOR TO THE CUSTOMER ARRIVAL. Consumer Response /* (3000, 7, 2022/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) the service rep stated he saw the tack when I first pulled in. When I questioned why he did not tell me, he did not answer. when the video was shown to me, I could not nor did I agree it was a tack. it just looked like a dirt on my tire. when asked to zoom in to show me in detail, the service advisor slammed on the table, yelled at me, embarrassed me in front of other clients, and walked away to his manager and started yelling about me at his manager. if subaru indeed has videos please upload, share, and zoom in to show that there was actually a tack. else these are lies Business Response /* (4000, 9, 2022/09/12) */ Regardless if we saw the tact at the moment the customer drove in to the driveway or later during our multi point inspection. The technician found a tact in the vehicles tire during our inspection and recommended the tires be replaced. It's unfortunate that there was a tact in the tire but we didn't place the tact in the customer's tire and are not responsible to replace the tires. We did our part in notifying the customer of a safety hazard found during a vehicle multi point inspection. Consumer Response /* (4200, 11, 2022/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) the sequence of discussions here are as below: in response to my complaint, this Subaru dealership called out that videos and photos were taken of the vehicle upon arrival and tac was noticed. my response was that I did not see such tact and to please share the video and photo in question. now this dealership is ignoring this request of proof, saying regardless, tact was found during inspection - at what time? the time frame is critical because I did NOT have a tact going into the shop, and then there is a tact when I came and picked up the car. as of this point, I do not see any evidence from subaru that the tact happened as prior damage. if they have evidence of this, show it. on my part, I have photos of my tire that I showed to subaru that I took before I brought the car in.

*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. ↩