ComplaintsforSubaru Sherman Oaks

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Electronic system started malfunctioning such as back light for CarPlay went dim for days, couldnt adjust my AC or view my navigation while driving. Eyesight started going off while I had the steering and cruise control features on the freeway and making a slight turn. Happened twice consecutively without the car making any acknowledgment of a malfunction until the following morning when I showed the picture that stated there was no eyesight along with every possible feature showing up. I took it to the dealership around 9 am and didnt have it ready until 5 pm. Around 3 pm I saw my car was in the parking lot with driver window down while I had many visible personal belongings in my car (given that my appointment was just for a routine oil change) and keys left in cup holder. As of 8/20 the issue with the screen going dim has began again and I just went through the inconvenience. This dealership doesnt care to take any accountability, that day the service was supposed to be done by late afternoon since I dont live in the area, but when I later complained about my experience that day the service manager refused to call me back. This is where I ordered my car, which their finance staff member illegally (Assembly Bill 2311 (AB 2311) and Senate Bill 1311 (SB 1311) kept trying to push gap coverage bcuz we fully financed our loan. Subaru needs to issue recalls instead of trying to keep well known issues that absolutely can cause life threatening injuries. It is reckless and dangerous

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Took my Car (Subaru Outback) to Subaru Sherman Oaks to get my windshield replaced. The windshield had a crack in it. After several weeks of trying to get help I finally received an estimate. My windshield was ordered. I received a phone call informing me my windshield was in. I made an appointment to bring my car in. When I brought my car to the dealership for my new windshield installation I was informed that my windshield wasnt there that it hadnt been ordered. No answer could be given to why I was told the windshield was there and to bring my car in for installation. I was told not to leave my car. To leave the dealership and I would be called when the windshield comes in. I received a phone call a couple of weeks later to tell me my windshield has come in. I bought my car in for the windshield replacement. I received a message informing me that the technician was finishing up with my car and they close at 6pm for pick up. I arrived at the dealer around 5:40 pm. I was told the paperwork wasnt done yet for my car. I waited patiently. 6pm came. Dealership employees were going home. After the service department was closed. The service agent that was helping me brought my car around. My car had little white flowers on it. These flowers were stuck on my car because of the sap. The service agent went back inside to finish with the paperwork. I noticed two vertical scratches on the windshield. I was told I would have to bring my car back the following day, since everyone has gone home. The service agent that was helping me, informed me that he was off the following day but any of the other service agents could help me. I came back the next day and I was greeted with rude employees. I was kept waiting. I was finally told that the service agent that was helping me the night before would be notified. I was also informed that the work on my car was not done at the dealership. It was sent out. Big or small a new windshield should not have scratches. Still waiting.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Dealership sold a new car without disclosing problems with Safety Eyesight Module. 2023-4 Subaru cars are have new generation EYESIGHT equipment. This equipment is well advertised as a safety enhancement which makes Subaru cars among the safest. Well, come to find out The module is defective for 2023 and **** and the EYEsight system is prone to failure. I purchased a new **** Outback off the lot from Subaru Sherman Oaks. The chances of the module being defective was not disclosed. My Eyesight system failed at **** miles on the **** It had been in 3 times for repairs. and ODO is now **** miles. ***** Law parameters have been met. I have requested a like kind exact replacement vehicle or buyback. Dealership and Subaru manufacturer have been playing games and moving goal posts in an effort to continue repairs - not knowing what the problem is. Most recent repair on 12/20 was the third repair. It was to install the rollout of the software fix Subaru claimed was the problem with the failures. Unfortunately this fix did not work. Dealer and Subaru claimed this was the full and final fix. Now, they are requesting additional attempts at fixing when they have no idea what the problem is. Dealership and Subaru non responsive and ignoring the buyback or replacement request. They want to continue 'repairing'. By doing so, the $38,000+ new car becomes a test subject which could cause further damage to the car. Will work within the Legal system if the dealer and Subaru do not replace or refund.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I brought my car in for a recall on December 21 2022. The dealership had my vehicle for 5 days. During the time my vehicle was there one of their lot porters took my vehicle on a 14 mile joyride. In those 14 miles they went through 60 miles of gas, and hit a peak boost of 23psi. When I dropped it off I had 70 miles of range and I had reset my boost gauge.When I picked up my car it wasn't right, my exhaust is crooked, there is a new dent in my front fender, and there is metal shavings in my oil. Their ****** had beaten on my car so hard my bearings are starting to fail. They had at first admitted their ****** took it out and they would be firing them immediately. Now they are denying the incident has even happened and are lying to Subaru of America saying I have no proof that they did that to my car. I need them to accept that their ****** made a mistake and make it right by replacing my motor. I have had it inspected at a 3rd party shop that will be doing the replacement, and they have confirmed that they did substantial damage to my motor.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our Subaru Impreza to this Subaru Sherman Oaks service department last 3/2022 due to a recall notification we received on the valve spring. When the recall repair was done, we picked up our car & on the way home the *** light turned on. Informed the service dealer immediately about it. Since we are not close to this dealership, we had our local mechanic check & we were informed that the *** drain bolts were loose & the *** level sensor was affected that it needs to be replaced & a lot of other loose bolts all around the engine & that we were lucky that the engine didn't break! So we took it back to this Subaru and they addressed the issue. A month later (April) the *** light turn on again & so we took it back & service guy told us to just top it off regularly. A month later ***** *** light turned on again! So we took it to our local *************** saw that the valves by the *** sealant needed to b replaced. This should have been seen by the Subaru Sherman Oaks service department before. From then on, the *** light turned on many ********** just topped the *** off. We never had this issue until after the Subaru Sherman Oaks handled our car for the recall. Move forward to Novermber 2022, our car started rattling while being driven & after pulling over it wouldn't start. Had it towed to our local ******************** was the valve spring from the recall failed & caused the engine to lock up which could have put the drive in danger. Had it towed back to ************************* sat there for over a month (December) untouched! Subaru corporate investigated & claimed it out of ******************************* claimed it wasn't their workmanship. They would not cover any cost of repair except for the tear down fee. We conferred to our local mechanic & decided to get our car out of there. We have reported Subaru Sherman Oaks to CA Bureau of Automotive Repair since & is now under investigation.

  Business response

  01/24/2023

  We have worked with Mr. ***** several times after his Recall.
  He continues to change his story. He asked Subaru Corporation to assist and they found the same thing we did its a customer concern by over boosting his car. We were told Mr. ***** has taken his car to another dealership for a 3rd opinion. We will wait for the information from Subaru.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Subaru ************ uses blatant bait and switch advertising, which is fraudulent. I found an advertisement for a certified pre owned Subaru outback on ******** **** ***** (stock **********************************) posted by Subaru ***********s on the website ************ Despite offering cash and trying for 4 days to make a deposit, I given every excuse imaginable to postpone the transaction. Then I was finally sent a link to fill out purchase information and given wire instructions. Immediately after filling out my info, I was told the vehicle that I had been unable to buy all week had somehow been sold, but that I could but something else. The vehicle is still being advertised across multiple platforms.

  Business response

  03/21/2022

  Business Response /* (1000, 5, 2022/03/03) */ I am writing in response to case number ******* On February 7th*********** submitted a request online requesting information on an Autumn Green 2021 Subaru Outback with VIN ending in ********. This request was submitted after business hours and responded to the next morning, Feb 8th at 9:25am with an Email and a phone call by ****************** Later morning on February 8th,***********, in an email, requested ***** send him a video of the vehicle to verify its condition. ***** was unable to provide a video of the vehicle at this time as the car was offsite being serviced to repair scratches to the bumper.*********** offered to place a deposit to hold the vehicle till a video could be sent for him to review. We declined the deposit as the car was indeed for sale and listed on our website and other digital platforms and his deposit in this case was not a commitment to purchase the vehicle. ********** emailed ***** on February 10th at 11:49am asking if the vehicle was ready. ***** was off that day. Because*********** did not get a response from ***** he called our dealership at approximately 3:30PM and was put in contact with me(***********). During our phone conversation*********** explained that he lives in ****** and would like to purchase the vehicle in full and have it shipped to him. We discussed the method of payment(wire transfer) and how I would need a credit application and valid ID sent over.*********** stated he would complete the application if the condition of the vehicle met his expectations. Later that day *** recorded a video of the car at 5:30PM. After spending time editing the video to fit file size parameters required to email the video, it was sent to *********** at approximately 6:30pm for his review.*********** responded at approximately 7:30PM requesting a video of the interior which *** did not have, but did offer photos and those were sent as well that evening. On February 11th a customer arrived at our dealership at 9am to see this very same vehicle in person. The customer was helped by another salesman at our dealership that had no involvement with***********. This customer purchased the vehicle that very morning. At 11:36am on February 11th, now that*********** had reviewed the footage of the car and pictures of the interior, a credit application was submitted by ************. *** communicated to the used car manager that he received an application from a customer for this vehicle and was then informed that a customer had come in earlier that morning and was on their way to finance to sign paperwork on this vehicle, as they were indeed purchasing it. Immediately after learning this *** emailed***** ******* at 11:38PM stating that the vehicle had been sold and not to wire any funds. No money had been collected from the ********* and credit was not run. We had a couple other Outbacks that were similarly priced and similarly equipped(equipment, mileage, year, model) that we offered the ********* but they were only interested in the color combination of this vehicle. We understand how frustrating buying a car can be in this unprecedented market. Because of chip shortages, COVID19, and supply chain disruptions, the demand for vehicles far outpaces their availability. We do the best we can to accommodate the unique situations presented to us by customers just trying to find the right car at a fair price. I am sorry we weren't able to make**** and ************ happy customers, but this was not a bait and switch. Regards,

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