ComplaintsforPremier Subaru Middlebury

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/5/2024 Premier Subaru had a driver come pick up my car for warrantee work (they installed a remote start incorrectly) at 11:16am on 3/5/2024 I have security footage of their driver leaving with my car undamaged. When it returned on 3/6/2024 it had damage to the rear bumper. After contacting the service department they have camera footage of it arriving damaged. We agreed I could get a quote from a local body shop to correct the damage, the total came to $1,750. When presented with this quote they refused to accept fault (even though it’s on camera leaving undamaged and arriving damaged under their care). They offered $300 to “repair the rear bumper” but I would have to cover the additional 100+, and I would have to use their body shop. I should not be responsible for ANY of the cost and I should be able to bring it to a local certified body shop of my choosing. The bumper is not “repairable” according to more than one certified shop, it needs to be replaced and cannot be done for the $400 that premier is claiming it can, even if it could, why should I have to pay ANY of the cost when it was damaged under their care? Absolutely appalled by this dealer. I tried being very nice and civil with them, they refuse to take ownership what they’ve done. I’ve already sent the repair quote to the dealer.

  

  Business response

  03/27/2024

  We have never seen any security footage from this customer stating the vehicle was undamaged prior to giving it to us.  We do have security footage of the vehicle damaged when it got here and we know there was no incident on highway on way here where someone drove into the REAR bumper of the vehicle so while we knew this damage did not occur on our watch we offered to assist customer in interest of customer service.

  The quote he received from his body shop was astronomical, We are very familiar with appropriate pricing in our business, and it exceeded the cost of an entirely new bumper.  We offered to do it at a local body shop we do business with continually who is of excellent quality or we offered to give him what they would charge us toward his preferred body shop.   Keeping in mind we know we did not damage his bumper, trying to resolve the situation.

  He became very upset and threatened us with legal action so my Service Manager stated she was discontinuing the call and he could refer his lawyer directly to me.

  We have no obligation to repair the bumper but we attempted to work it out in good faith and it was met with hostility and threats.

  Our intentions were clear and our position has not changed.

  Sincerely,

  Kerri P******

  Vice President

  Customer response

  03/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  There are several things that are untrue… I never “threatened” anyone with a lawyer, I simply stated via text that “my lawyer advised me to not accept the offer” I don’t know how I could seem “upset” and they needed to the phone call because it was a *text message* not a call. I was also never offered the money they claimed the damage was valued at to have it repaired at the body shop local to me, this is a blatant lie. And while it’s true I cannot forward the photo evidence of it leaving undamaged, they never provided me with clear proof it *was* damaged when it arrived. Saying that it’s “impossible for it to have been damaged in transit” is simply another lie. I’ve never yelled at, been rude to, or threatened anyone at this dealer. In fact I found everyone quite polite and nice… I’m sad that this has to end this way. I was speaking very highly of this dealership before this incident, everyone I talked to and dealt with was very helpful and friendly. This whole ordeal is just a shame.
  Sincerely,
  
  ***** ******

  

  Business response

  04/01/2024

  There is not any further response - the complaint stated they proved it was not damaged prior to BBB but now says oh that is correct I didn't actually do that but we are the liars?

  We have no further response - we have stated exactly what we offered any why and we are absolutely finished with this matter.  We do not owe this customer anything at this point and if they wish to have their attorney contact us they can direct any information to my attention.

  Kerri P******

  Vice President

  Customer response

  04/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This business clearly has problems that are coming from upper management down. The VP of this location is the only person who has been downright nasty and lied to me. At this point I am washing my hands of this company and wish the best for their employees and customers. Good luck, no need for further communication.

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/1/22 we bought a 2020 ****** ******* from sales consultant Cassidy V***** at Premiere Subaru. When we were looking at vehicles we made it clear that the vehicle must be able to pull3,500 lbs. We were assured that the 2020****** ******* we were buying would pull that weight. This past spring we ordered a hitch and again we’re assured it could pull that weight We had the hitch installed at the dealership We attempted to. Hook up our camper and the hitch and the camper dug in the ground. The hitch wouldn’t work with our camper. This past week our daughter went to the dealership and after getting a manual was told that the ****** we bought would NOT pull that weight. My husband and I are retired - I’m disabled - our plans for camping can’t possibly happen. We have a $25,000 camper and a vehicle that can’t pull it even though we were assured at the time of purchase that it could. Right now we don’t know what to do. We would like Premier Subaru to make good and without it costing us any more money (that we don’t have) and provide us with a vehicle that will pull our camper or at least pay off our camper loan so we can look for a camper that our vehicle can pull. We really need help with this problem

  

  Business response

  07/18/2023

  This vehicle was sold approximately a year ago.

  We have made every attempt to assist the client.  The customer switched models to a different model - on their own - as the original vehicle quoted was too much for the customer.  The less expensive model is advertised with a lower towing capacity - as, is the specifications on Subaru.com, and all factory literature.  
  

  The tow hitch we sold them is appropriate for the vehicle.

  We have previously offered them trade options, but, they have declined.

  Outside of them trading the vehicle - under one of the options we have provided to them - there is little we can do.

   

• Initial Complaint

  08/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Went to premier Subaru 3 times. Was offered 25k for my trade in ********* 2020. In a ten day period my trade went from 25k to 24k. I also told them 3 times I did not want window etching and nitrogen service. I want my original trade of 25k restored and the fees for etch and nitrogen removed. As you can see from my paperwork these are “optional” yet I was forced to take them if I wanted the new veichle.

  

  Business response

  08/31/2022

  Good morning,

  Please note to clarify the situation, Ms. ******** has not actually purchased this vehicle from us.  She has a deposit on an ordered vehicle and other than the refundable $500 deposit, no money nor final paperwork has been completed on this transaction.

   

  Ms. ******** came into the dealership on 7/21 however she did not have her ********* with her that she wanted to trade in.  She was given an estimate of $25,000 as current value on that model with stated mileage.  No purchase transaction was consummated.  She returned on 8/8 to further pursue purchasing a new vehicle but again did not have her ********* trade with her and no deal was consummated.

  On 8/18 Ms. ******** returned for a third time and did have her ********* trade with her.  It had some damage to the front bumper and stains on the upholstered seats.  In addition the mileage was higher than originally quoted as it had been driven an additional month since the original estimate.

  Ms. ******** agreed to the terms of the deal and authorized a deposit of $500 on her credit card on 8/18/22. 

  The Vin Etch and Nitrogen are clearly marked optional on the purchase order - as she stipulated in her complaint - and she has purchased two vehicles from us in the past, 2017 and 2020, and they were offered on both those vehicles in the same manner.
  

  The trade value will not change.  The customer is welcome to decline the Vin Etch and Nitrogen at any time before the vehicle arrives and the vehicle services are actually performed.  The vehicle is scheduled to arrive sometime in September.

  We would also refund Ms. ********** deposit if she would prefer to cancel the deal.

  All these items would have been discussed directly with her if she had inquired, which she has not.  We were not even aware she had an issue with the trade value nor the optional services.

  As always, we strive for a pleasurable and trusted experience with our customer.  An assumption could be made that we had succeeded in that with this being Ms. ********** third agreed upon purchase from our dealership in the past five years however, based on this issue it may be best to refund deposit and move forward as I can't even imagine why she would take this to BBB when it has not even been discussed with us and she is a long time customer.

  Sincerely,

  Kerri P******

  Vice President and General Manager

  Customer response

  08/31/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I will purchase the veichle without the window etching and nitrogen in tires. However I must state for the record that my ********* is my only veichle and I drove it to the dealer each time. I told Cassidy each visit that I did not want these two options. That is why I reached out to BBB.
  Sincerely,
  
  ******** ********

  

  Business response

  09/01/2022

  Ms. ********,

  At this juncture we would like to terminate the purchase order and refund your deposit.

  You will receive your refund in the mail within 3 business days.  
  

  As a side note, you purchased two other vehicles from us, both of which you purchased without Vin Etch nor Nitro - because they are optional and you opted out.  I pulled both of your deals from storage because the claim that we forced you to take is so against our business practices.

  We wish you the best and do not wish to further this issue that I do not believe we will ever agree upon.

   

  Sincerely,

  Kerri P******

  Vice President and General Manager

   

   

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 16,000 mile Subaru *** from this dealership on 2/10/2022. Driving the vehicle home from *********** to ******* ** was fine. The next morning the vehicle would not start. I had the vehicle towed to a local Subaru dealership which did not have a loaner vehicle for me to use. I had to rent a rental car with my own funds. Upon contacting the dealership and notifying them of the issue they told me they had nothing to do with the problem and if I wanted, I would need to bring it back to *********** (I live 4 hours away and drive through *** **** ***** for my job). The dealership knowingly installed a refurbished, unbranded battery, and did not connect the starting wire properly. Upon further service inspections, the dealership had actually replaced the starting module on January 31, 2022 but did not inform me of this when I purchased the vehicle. Additionally, none of the fluids were topped off (miniscule problem - but lends to the fact that this dealership did not properly take care of this vehicle). I had the battery replaced. The ** dealership refused to reimburse me for the out of pocket expenses for the OEM battery and the rental car I had to rent myself so I could work. Once I got the vehicle back from the Subaru ******* dealership the car failed again - all lights on the dashboard came on, odometer not working, ABS system off, everything. The CT dealership once again told me there was nothing they could do for me. I asked if I could bring the car back and trade it for the *** I sold to them, at that point they told me that I would be losing out on money and did not offer to help me. They told me they would not even pay for the tow to ** (seeing as how my car was undriveable, not sure how I was supposed to get it to **). It has been almost 2 months since I bought this car from them, and I have not been able to drive it. The car is still not working. This dealership is deceptive and fraudulent and I expect compensation for out of pocket expense and time

  

  Business response

  04/07/2022

  Ms. ********* and Better Business Bureau,

  The vehicle purchased is covered under Subaru of America basic warranty.  The battery in the vehicle when it was delivered was the original factory battery - not a refurbished battery (that actually is not even a real thing).  Any Subaru dealer in the country would have recognized an OEM battery and we had pictures taken to show the vehicle online prior to sale and it clearly shows the OEM battery.  The bill from the dealer states there was a loose wire that they repaired.  It then states the customer requested a new battery and paid for same.  The battery is covered under warranty and should not have been a charge to begin with and we explained all this to Ms. ********* when she called - after the service had been done and paid for - when she requested reimbursement.

  We cannot diagnose or repair a vehicle without the vehicle being in our shop.  That is exactly what was told to Ms. *********, not that we don't care or couldn't help her.  We made it clear we needed to see the vehicle.  

  At no time did we say we would not participate in towing the vehicle because neither my Service Manager, Stephanie M*********, nor me were aware there was an issue after the initial service.  We are the only two who would or could discuss that option and neither of us were ever contacted regarding the vehicle having a starting issue again after the initial concern was rectified.

  We make the carfax available to every potential customer online with the display of the sale when posting it for sale so again, there were no secrets or anything kept from the customer.  We performed a warranty repair to the vehicle, covered by Subaru of America, prior to delivery and that is again a normal process that would not be discussed with the customer unless she asked for the service history - which she did not.

  We are happy to work with her on any concerns Ms. ********* has but we cannot work on nor diagnose a vehicle that is 4+ hours away.  She is welcome to use local service as the vehicle is under warranty but we are not reimbursing for rental or maintenance items she requests replaced, particularly when they should be under warranty.

  Sincerely,

  Kerri P******

  Vice President and General Manager

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

*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. ↩