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:03/21/2025

  Type:Service or Repair 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.

  On January 20, 2025, my daughter and I purchased a 2011 Honda Pilot, VIn # *****************. The vehicle was paid in full at the time of purchase; however, we were not given a title and were told it would be sent to us. We have never received a title to the vehicle and on March 20, 2025, we were presented with a form to sign, indicating that the odometer had been tampered with and unless we signed the form, we would not get the title to the car we have already paid for. Since we do not have a title and were NOT told at the time of the sale that the odometer had been tampered with, we have requested the sale be deemed null and void and want all monies returned to us and of course, we will return their vehicle.

  

  Business Response

  Date: 03/21/2025

  *****,

  We have a different perspective on this one. We disclosed to you at the time of sale, the Carfax.  You signed it, with knowledge that this vehicle had a branded title.  You can get the title to your purchased *****. Your state will need this document signed so you can register and get title.  We disclosed this branded title verbally and in writing.

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair 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.

  On 1/8/25 I brought my 2023 Subaru Forester into the Grove Subaru service department for an oil change. As I waited in the waiting area for a total of only 45 minutes, I witnessed the express service advisor, ******* ****, report to all 4 customers also waiting for their cars to be serviced, stating that there was a "nail" found in their tire "sidewall" which is unrepairable and to please come to her "desk" to further discuss. I was the 5th customer waiting as she came out and continued to tell me that I also had a "nail" in the "sidewall" of my tire which was unrepairable. As she led me to the garage and her desk, she asked me if I would like to buy 4 new tires at this time, which I declined. I told her that my tire pressure notification never came on prior to today, and she responded that I must be "lucky" and it must not be leaking too much air. By the time I got home I had a flat tire. Note: I drive from ****** to ******* 5 days of the week and if I had a nail in my tire prior, I would have had a flat during my commutes. I then mentioned to her how odd it was that everyone here today had a nail in their tire. She responded, "you wouldn't believe...there is just so much construction going on these days". After, examining my service paperwork when I got home (that I did not sign), I noticed that the only thing noted about the tire was the following: DECLINED TIRE PATCH. I had to immediately buy a set of tires at ******, (where I always purchase my tires), in order to continue my work ********** this time, I am asking to be reimbursed for the replacement tires I had to buy, ($1040.00) from their intentional wrong doings in order to make additional money from a simple oil change service. I researched that this business was just bought January 1st, 2025 by a new owner. After speaking the ****** tire center, they told me that it was a brand-new s**** in my back tire.They see this only maybe once a week out of an average of ******* tires that they see.

  

  Business Response

  Date: 02/07/2025

  We have a different perspective on this service visit.  We pointed out ********* need to address a nail in her tire.  She declined the repair.  We respect all our guests whether they want our services or not, however we reject the statement that we put nails in customer's tires in hopes to ******* them.  This premise makes no sense.  We will not be paying for ********* ****** tires.

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22823116
  
  I am rejecting this response because: They did not offer to repair my tire. This is a lie. They said it was unrepairable. If it was repairable it would have been free. Your response makes no sense to my complaint? 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:01/11/2025

  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.

  On 09/16/24 I purchase a car from Groove Subaru. I had done my research over the weekend and knew what I wanted going in. The salesman I had been working with was very nice and helpful and I thought I'd be out quickly. This was not the case. Once I was sent to the finance department to finalize the paperwork, I was convinced into getting an extended warranty. Using an iPad that made it difficult to really see what was covered, I went with the cheapest option but upon taking the hours needed to look over the contracts I didn't want it and on 09/17/24 contacted Groove about cancelling. You have 30 days to cancel extended warranties and receive a refund towards your principal balance which is what I wanted. I didn't receive a response from ****** until 09/18/24 where she called and said 'if you're planning on keeping the car then just keep the extended warranty" I said I didn't want to, and she said she'd send it to cancellations, which she then confirmed by email. On 10/10/24 I emailed ****** asking for a status on my refund and she never replied. Given I was now close to the 30 day mark it was clear Groove was running out the clock on me being able to cancel so I went directly to the warranty company who cancelled the same day and said I'd see the refund in eight weeks. At the eight ***** **** I emailed another finance person at Groove as ****** was ingoing me, who said I cancelled incorrectly, and it would take longer. Now it's close to twelve weeks and the refund has still not been received. I'm currently paying interest on an extended warranty which was cancelled in October and my communication from Groove only comes after I email asking for a status and they say that I didn't cancel the right way, completely ignoring the fact that I TRIED to do it through Groove but was ignored. I just want my refund and to be done with Groove Subaru.

  

  Business Response

  Date: 01/31/2025

  We are in contact and will get the cancelation over the finish line. 

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair 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.

  The problem is that I purchased a vehicle about 6 months ago and about 3 months in I started calling Groove Subaru to have the warranty taken off. They keep not responding to me. I also was talking to a salesperson to help me get to finance, but he without notice told me he quit today and could not help. Even more suspicious, every time I call and leave a message I feel like their service people call to get me to come in and do a service on it. I am very suspicious and confused on why they will not talk to me about the finance. I am sure by now there is a statute of limitations that has passed and I may not even get full refund. I believe I am being ignored so that they can buy time or dismiss me. I am losing up o $4-6k because of this.

  

  Business Response

  Date: 08/27/2024

  We are in contact with ********.  Sounds like he is wanting to cancel his warranty with us.  We will determine next steps after he signs cancelation request. 

• Initial Complaint

  Date:05/23/2024

  Type:Service or Repair 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.

  My father bought me a ****** Versa S in October of last year. Within days of buying the car. I brought it back in and told them something was wrong with my brakes. They did an inspection and told me my brakes were fine. I brought in a few months later for an oil change and again they told me my brakes were fine. I assumed they were telling me the truth the noise I heard was normal for that car and it brakes. Fast forward shall we. The car makes a different noise. I ask a friend that knows cars to please help me take the wheel off. He helps me take of the front wheel of my car that has less than 20k miles on it since it was bought. My rotor, is screwed up and the brake pad doesnt exist. I bring it in. I say I told you there was a problem with the brakes right after this car was purchased for me. You told me they were fine. Not only that they told me they replaced the brakes at the shop right before the car was bought. I have all the paperwork and so do they. Brakes do not completely go out if they had really checked them and but them in correctly. They never return my call. They tired to blame it on me. I want my brakes actually fixed. They need to fix them. They lied to me. They told me I was safe. Had me driving me around in car they sold my dad that brakes where not good. I have added the photos of my front driver side brakes. Showing they are taring into the rotor. Showing there was indeed an issue with my brakes when I bought the car. It will cost me about 3k if I take it to a ****** dealership. They can either pay for the repair from ****** Dealership or actually fix my brakes. You dont sell someone a car with bad brakes and lie to them about them being fine. That going to kill somebody. Than refuse to fix it or even call the person back. The manager not on a zoom call for the inter day. Honestly I think he was in the light blue shirt talking to other employees when I was there. Refused to talk to me. The price below is what my dad paid for the car.

  

  Business Response

  Date: 05/24/2024

  Thank you for contacting us via BBB.  We have a different perspective on this vehicles purchase.  Vehicle was inspected on 9/8/23 w/ 109,015 miles. We installed new front brakes and rotors.  We then sold the '15 Versa to *************************** on 10/18/23 w/ 109,164 miles. ******** price: $8202.51

  On 12/13/23 w/ 113,144 miles 15 Versa was brought back to service to diagnose a concern with the brakes.  Customer Stated: "brakes making sound, like a wearing noise, sounds like the rear brakes are worn out."

  Diagnosis: From our tech - no issues found at this time. Could not duplicate customers concerns. ***** drums in the back look good. as well as front brakes. front brake pads are at 11/32 and rear brake shoes at 5/32. 

  On 1/16/24 w/ 115,460 miles vehicle came back for a complimentary service.  Work performed.

  It is now May of 2024 and the owner of the vehicle assumes ownership of said vehicle and all maintenance associated with it.

  Customer Answer

  Date: 05/27/2024

   
  Complaint: 21750352
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/18/2024

  Type:Service or Repair 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 1/23/2024 my transmission on my 2014 Subaru outback was slipping so i took it to Subaru Groove to fix. I was told by ***** (maintenance supervisor) that the cause of the problem was the relearn and also I had a gasket leak around the transmission. I paid $618.17 to fix the problem. It did not fix the problem. I took the vehicle back to them and was told now I needed a new transmission on 2/09/2024. They refused to return the money for the relearn and gasket replacement. I told ***** that the problem wasn't fixed and I just wasted $618.17 for nothing because he told me that was what the problem was.

  

  Business Response

  Date: 05/24/2024

  We will reach out to the guest and handle this.  I believe we can come to a resolution.  Calling today.  We are sorry for the frustration, as we can certainly understand.

  

  Business Response

  Date: 05/27/2024

  We called and left a message with our guest, *******************.  We will hope to get in touch this week after Memorial Day. Here is the copy of the Repair Order.  under #4 customer declined transmission.  ********************** offered to pay 50% of this but still declined. we performed an A/T Relearn procedure, we replaced light bulbs (dome light) (left and right front daytime running light) (left and right side marker bulbs) we also installed a transmission pan gasket reseal.  580 in labor / 176 in parts installed.  We need to figure out what specifically needs to be refunded... all of these items were installed by our Subaru tech.

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21729926
  
  I am rejecting this response because:**********; left me a voice message on friday 5/24/24 and because of the three day holiday weekend I  called him back twice on Tuesday morning  5/28/24 left two voice messages 8:45 am+10:14 am with no response.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/20/2024

  Please forgive our delay.  ***** spoke with *****, our Service Director, and we refunded over $600 back to her in good will.

  Customer Answer

  Date: 06/22/2024

   
  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:04/22/2024

  Type:Service or Repair 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.

  We brought in my wife, *******************************, Forester to be serviced on 4/22/2024. They informed her that they had to keep the car for a few days. They sent her off with a loaner car, and charged for $40 a day for the loaner and called it a "rental". Apparently this is some new policy that Subaru just implemented. We are seeking to be reimbursed for the rental costs, as loaner cars are supposed to be a courtesy when you're already shelling out hundreds of dollars on repairs. They can either reimburse us or we'll never buy a Subaru again.

  Customer Answer

  Date: 04/22/2024

  The business resolved the matter. Please cancel this complaint entirely. Thank you

• Initial Complaint

  Date:03/16/2024

  Type:Sales and Advertising 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 had purchased a 2019 Crosstrek on 08/02/2023. I filled out all paperwork given to me by ********** the same day, and left with the vehicle. I was told the cost was covering total cost of vehicle, title transfer, and registration. *** informed me they would be letting me know when the title was sent to my local *** (I am a ** resident and need to register my car in **) within a couple weeks so I could register my car. On 08/14/2023 I received a call from Mai stating they missed some paperwork and needed me to fill it out in order for them to complete the send to the **** She also informed me I would be paying a registration fee again (that was supposed to be in buying cost) in order to register it in **. That day I scanned in the docs and emailed them back to Mai. She responded saying this would work. I called the *** weekly to see when they received my title, and they never did. I had emailed and left vms for Mai in the beginning of Sept informing her I still am unable to register my car and was wondering what needs to happen (my temp plate was about to expire). I never received any response back from her. I called the dealership multiple times and would always get forwarded to a vm. On 10/04/2023 I was finally forwarded to someone that was available and they told me that (again) I was missing paperwork for the registration to be complete. I was given an ext on my temporary plate from ************************* (exp 12/01/2023) and was told that after they contact the ***********, I should be able to register my car within a couple weeks.I was still unable to register my vehicle by Dec. The *** stated they had never received a title. I called/emailed Groove multiple times and got no answers. I was told via phone in Feb that the bank has my title. My bank has no information on my title. I have now called and emailed Mai, *******, *****, and ****** for months with no information on my title. I am still unable to register my car after 7 months and cannot get another temp plate.

  

  Business Response

  Date: 03/26/2024

  From our Title Dept:

  On our end, the transaction is completed. We spoke with the ********* DMV and confirmed that the responsibility for the transaction lies with the customer. The title application was not signed and the customer needs to sign it in person at the DMV.

  Additionally, there was a $192.66 deficit in taxes that was not collected at the time of sale. We spoke with the customer in December and informed her that she needs to sign the title application and pay the outstanding taxes to get her vehicle registered and her plates.  After that conversation it was assumed that she would do so promptly.   
  

• Initial Complaint

  Date:12/27/2023

  Type:Sales and Advertising 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.

  I purchased a 2014 ****** Corolla LE at Groove Subaru on Nov 11, 2023. They said they would take care of title and registration but until today I still have not received anything yet. I called DMV Title and ************************ and gave them my VIN number, but they told me they have not received anything from Groove Subaru for my car. The agent at DMV told me to reach out to Groove Subaru to find out when exactly they sent my title and registration paperwork.I tried to call Groove Subaru and talked to sales but they said they do not have information about it and forwarded me to finance manager but they did not pick up the phone. I am really annoyed with the way Groove Subaru works. I want them to contact me and let me know what have they done with my registration because it's been over 6 weeks since I purchased the car and I have yet to see anything. They only blame it to DMV but I know DMV won't take this long if I am taking care of the registration myself.

  

  Business Response

  Date: 12/28/2023

  Thank you for reaching out to us via BBB.  We do apologize we could not resolve via a phone call, email or text.  Did you reach out to your Sales Guide?  

  We do show that we sent all paperwork to El Paso County the day after Christmas on the 26th.  Sorry about the delay during the busy Holiday season.  Our records indicate you purchased on November 11th and your temporary registration expires sometime early January around the 10th.  Looks like you will be able to register once El Paso County processes paperwork.

  I can also be reached at ***************************************** ***************************** General Manager

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 21062044
  
  I am rejecting this response because: I do not understand the reason why it has to take over a month before you guys sent the paperwork to DMV.

  The last time I called Groove Subaru and talked to an agent, he said you guys sent paperwork 8 days after purchase and then said it must be DMV who is taking too long to process paperwork.   Turns out that is not the case! This is just unacceptable.   It is not because of busy holiday season because I purchased the car before Thanksgiving and if you guys sent paperwork right away, then I would have already received my title and registration.   

  Now, I  won't be able to receive my title and license plate before my temp plate expires!

  What are you going to do about this?

  Customer Answer

  Date: 01/10/2024

  I have not yet received my title but the dealership said the title is active and I need to go to DMV to register my car.

  

  Business Response

  Date: 01/25/2024

  Thank you for your business.  We appreciate you and your patience.  Your title work was sent to El Paso County on 12/26/23 by our Title Dept.  We suggest you go into your local motor vehicle and register your vehicle and receive title.  Let us know if there is anything else we can do to serve you.  Again, thank you for being a Groove customer.

  Customer Answer

  Date: 01/25/2024

   
  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,
  
  Halim ********

• Initial Complaint

  Date:09/12/2023

  Type:Product 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.

  We bought a car from Groove Subaru in May. We are fine with the overall purchase. When we paid for it, we paid Groove for tax, title and license which they then paid to La Plata County where we live. When we picked up the plates, it turns out that we overpaid by $267 which the county would not return to us since Groove sent the check and paperwork, but the county sent a refund to Groove which they would/should then return to us. This was on July 5th, 2023. I wrote to Groove and let them know that they would be getting the $267 refund, which is really ours, and that I would appreciate them sending us the difference ASAP. This was over two months ago! I have emailed back and forth with them reminding them, but they refuse to refund us our money. It sure feels like they are purposefully dragging their feet on this refund, it feels like they think we'll forget about it, and I'm tired of waiting for it.Groove Subaru has $267 of our money and will not return it to us after several polite requests. I would like help from BBB convincing them to do so immediately. I have an email thread that outlines the dates if that would help.

  

  Business Response

  Date: 09/14/2023

  There was a delay in getting this refund check back to you in our accounting office.  We do apologize. Our accounting team was diligent to find a resolution yesterday as we looked into the details.  Check is in the mail!

  UPS tracking of refund check below:  1ZE1X8200193103213

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

  Customer Answer

  Date: 09/14/2023

   
  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,
  
  ***********************