ComplaintsforColonial Subaru, Inc.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My car was serviced at Colonial for brakes, rotors and an oil change. My car broke down after the service. It was found out there was oil in my radiator. My car went back three times for more than 30 days total to be repaired. I have had the car back and it is pouring out oil and shoukdbt be driven now to prevent the engine from ceasing. . I am bringing it back tomorrow, but they ended up doing thousands of dollars of work because of the service mistake from an oil change. My car is no longer reliable, or running correctly. I keep missing work to drop it off and pick it up. I am bringing it in yet again tomorrow. They had my car over a month combined already and tge issues keep getting worse. ALL FROM AN OIL CHANGE I HAVE THE REPORT OF ALL SERVICES RUNNING OKAY IN MY APP PROOR TO THE ISSUE CAUSED AT THE OIL CHANGE. proof that all systems were fine now do not have a reliable or safe car to commute in.

  Customer response

  01/02/2024

  Dealership called and told me because I made the complaint to bbb I was no longer able to come back to have my car serviced. 

   

  Had to bring my car to gengras suburu up in ********** where they found that the axels needed replacement and completed tge repair. The axel.issue was never caught by colonial subaru 

   

  Now I have work that is warranties by colonial subaru but they will not work on my car honoring the warranty on their work.... amd they stated it is because of my report to BBB

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  To whom it may concern: I've been leasing with Subaru motors since 2000. Recently my 2020 Subaru ******* ** term lease ended and I pur*****d a new 2023 Subaru ******* ** on January 21, 2023. I had a $2497.48 credit on my 2020 Subaru ******* ** leased with ** ****** ***** **** (I pay ahead due to health issues). I called ** ****** ***** and was informed that I lost my overpayment because it was considered equity in the trade-in of the 2020 Subaru ******* **. My lease term was pain in full. I have every statement from Subaru showing my credit and over payments. No where in the statement or the new contract for the 2023 Subaru ******* ** does it states any overpayments or credits on the lease account will be considered equity in the car previously leased. I am not sure if this is common practice for Subaru Motors or ** ****** ***** but it is stealing from the consumer. I have read every inch of the copied documents Colonial Subaru provided me and my $2497.48 credit is not mentioned anywhere in the documents. I have been a loyal consumer of Subaru and would never do business with this company again. I am hoping to get this issue resolved in a timely matter and have my overpayment returned to me. Regards, *** ****** ** *****

  Business response

  03/11/2023

  We received the complaint filed by *** ****** *****.  We are disappointed to learn of Dr. *****’s view of how she was treated in her last transaction with us.  We have emailed and called Dr. ***** on several occasions to explain why we believe she is mistaken.  Dr. ***** had previously leased a 2020 Subaru ******* from us and was at the end of her lease term when she stopped at the dealership to lease her new vehicle. I have reviewed both her recent transaction and the previous transaction related to the 2020 Subaru ******* ** from February 2020 and have confirmed that Dr. ***** did, in fact, receive the full benefit of the credit  she references in her complaint (she actually received more than the $2,497.48 she references). To explain how the transaction worked and how Dr. ***** received the benefit of the credit she is complaining of, you need to look at both the 2020 transaction as well as the most recent transaction.  I am attaching both lease agreements to assist in explaining how the finances worked and how Dr. ***** did receive the credit for her overpayment to *****.   The  2020 lease was due to expire at the end of January 2023 and Dr. *****’s options at that time were to turn the vehicle in at the end of the lease or pur***** the vehicle.  The 2020 lease contract provides that the lease buyout at the end of the lease term was $23, 112.66 (see line 11 (d) residual value on her 2020 lease contract) and in many cases it is more cost effective for a customer to simply turn in the vehicle and start fresh because the value of the leased vehicle  at the end of the lease is typically less than the cost of the lease buyout.  In Dr. *****’s case, however, we determined that the value of her vehicle exceeded your lease buyout so we recommended that the 2020 vehicle be pur*****d and traded in so that Dr. ***** could benefit from difference between the trade in value of her 2020 vehicle ($25,000.00—see section 4 of the 2023 lease) and the lease buyout which would have been the $23, 112.66 under the 2020 lease and would have resulted in a net trade in allowance of $1,887.34 toward her 2023 lease.  Instead of the $1,887.34 trade in allowance, you will see a net trade in allowance of $4,508.00 on line 10 (a) of Dr. *****’s 2023 lease.  The $4,508.00 is calculated by deducting the lease buy out figure of $20,492.00 provided by ***** from the $25,000.00 Gross Allowance (trade in value) of your 2020 vehicle.  As noted above, Dr. *****’s contractual lease buy out (residual value) of the 2020 vehicle was $23,112.66 but because of her overpayments throughout the course of the 2020 lease, the lease buy out figure was actually reduced by $2,620.66 (this figure is probably higher than the $2,497.48 because of the timing of the payments and the reduction of interest expense over the course of the lease) to $20,492.00 and resulted in the net trade in value of $4,508.00 rather than the $1,887.34 that it would have been without the overpayments toward the 2020 lease.  The $4,508.00 together with her $1,000.00 payment and the manufacturer rebate of $500.00 were all applied toward the $6,008.00 that was due at the time of delivery of Dr. *****’s  2023 vehicle (see section 9 (v) for the amount due at lease signing/delivery).  If Dr. ***** did not get credit for the overpayment toward her 2020 lease, she would have either had a higher monthly payment or would have had to bring additional cash of $4,508.00 at the time of delivery to keep the payment the same.  Other dealers may have counseled her to turn in the leased vehicle and start fresh which would have been better for the dealership but detrimental to her financially but we do not work that way and are always striving to do what is best for our customers.  While we are certain that Dr. ***** received the full benefit of the credit she is referring to and have no doubt that Dr. ***** was treated fairly and with complete transparency, she has been a good customer and we are willing to pay her the $2,497.48 she believes she is due as a gesture of our commitment to customer satisfaction.

  Customer response

  03/13/2023

  
  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,
  
  *** ****** *****

*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. ↩