Complaints

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 18th 2024th, I visited Suburban Subaru at ***** ******** ********* **** ***************** ** *****. I was looking to buy a used car 2014 ******** ******* * *** for $ 21,500. I paid $ 500 to reserve the car. One day later I did change my mind, after having a better offer and I requested a reimbursement of the $ 500; reservation deposit I was able to claim in case of changed my mind the 24 first hours. The agent Dan L**** told me that he was going to request his supervisor's signature for the reimbursement. He didn't do it. I called and sent several e-mails, but I got no answer. No reimbursements were performed today. I am requesting the full reimbursement of the $ 500 deposit.

  Business response

  06/10/2024

  Good Afternoon,

  I apologize for the oversite, the credit card will be refunded by the end of business today and a receipt will be emailed to Ms. ******. 

  Please reach out to me directly with any further questions, comments or concerns...

  Again, my sincerest apologies...

  Lane R*****, General Manager 

   

  Customer response

  06/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: Suburban Subaru didn't reimburse me for the deposit, in the way they promised, today. 
  
  Sincerely,
  
  ****** ******. 

   

  Business response

  06/13/2024

  Again, I find myself apologizing for Ms. ******'s dissatisfaction with Suburban Subaru...I'm not sure exactly what her complaint is this time...attached is a communication I've had directly with her, as well as the receipt for the refund.  Her original complaint was about refunding her deposit.  We refunded it the same day this complaint was received by us.  Unfortunately, there is not much more I can do regarding this specific situation.  If another one arises, I'm happy to address it.  Sincerely, Lane R*****, General Manager

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Subaru I purchased has had steering and suspension issues since 1400 miles. I have brought them the vehicle several times and Suburban refuses to acknowledge or repair the issue under warranty.

  Business response

  08/30/2023

  *** ****, 

  Sorry to hear we're having a problem, the vehicle has a 36 month, 36000 mile complete warranty from Subaru of America.  As the dealer for Subaru, we're happy to perform repairs under that warranty, however, if we can't duplicate the problem, there is nothing to repair.  I'm happy to have Mr. ******* bring his car in for another look.  We will reach out to Subaru on his behalf and work to get a manufacturer's representative here to examine the vehicle with us.  Substitute transportation will be provided.  Again, if there is something wrong with the vehicle, glad to help, if not, there is no repair to be made.  Please let me know how Mr. ******* would like to proceed.  

  Sincerely, 

  Lane R*****, General Manager

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a certified pre-owned vehicle on or around June 11th. When discussing vehicle features, I stated I only need a vehicle with third row seating. I unfortunately had a death in the family recently and needed to pick up family members from the airport. We noticed then the far right seat belt wouldn't buckle in. I contacted suburban subuaru and scheduled an appointment. I was very distracted with arrangements and missed the appointment. My wife calls today and is told we can bring it in for 150 an hour diagnostic. I called back and spoke to the gentleman I purchased the car from. He stated if my vehicle is covered under the warranty then we will only need to pay 100. He stated we missed our 60 day window. I am confused as it has not been 60 days yet and the vehicle was sold to us under the pretenses of being a certified vehicle. I am not sure how this is allowed.

  Business response

  08/08/2023

  I have spoken with Mr. *******, he will be here Thursday morning at 9:00 and we will take care of his seat belt concerns...Lane

• Initial Complaint

  05/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was told that I was going to be a co-signer on a loan. only to find out that ***** ***** who is a loan management service for this car dealership made me the prime person on this loan. I am a disabled person with PTSD, have no other income other then my ssi, and I feel I have been taken advantage of. we were told something totally different. At the time I could have gotten a loan for 2.9, if I had wanted one. They roped this into 9 % loan, this is so wrong on so many levels

  Business response

  05/23/2023

  I have spoken with Ms. ****, shared with her the process of buying the vehicle and explained that all the paperwork lists her as the buyer, she acknowledged all that she signed and as a previous customer, was disappointed with how it was originally explained to her.  Neither one of us knows exactly what she expected from this complaint, but I offered to help refinance the current car and eliminate her from the loan, reverse the names or trade them out of the car and help them into a new one.  She was going to discuss with the co-buyer how they would like to proceed and get back to me.  I'm hopeful this will be resolved to her satisfaction upon our continuing conversation.  Lane R*****, General Manager

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2014 **** ******** from Suburban Subaru on 01/18/23. I've had several issues since then. The **** was peeking out into the red and a warning message came up saying my **** was overheating. This would occur within driving after 5 min and it would peek into the red and drop back down within a minute, then a few minutes later it would do the same thing, then again and again. The **** also did not shift between gears properly. It would hesitate and then shift hard into the next gear. I spoke with the dealership and brought it in for repairs. A few days later they called and said it was all set. I asked them what was wrong and they said they didn't find anything wrong. I told them they did not drive it then because it happens all the time and within 5 minutes. It happened a 1/2 dozen times as I was driving it to the dealership. Almost a week went by and they finally called and said they found the problem, it was a loose hose causing the **** to send an overheat signal. I asked about the shifting, telling the mechanic that it was not normal. He stated it was a different type of transmission and that it's normal to shift like that, I was just not used to driving a ****. I spoke with the store manager and told him I felt as if I was being scammed and that the transmission needed repair. As of this writing, the **** hesitates all the time now and sputters in low gear as it TRIES to shift into the next gear. I have a feeling that it won't last a few more days before it will not run anymore. I had left several messages with the salesman who sold me the **** and he never returned my calls. I had to call the main office and complain before they told me to drop off my ****. I have very little confidence they will fix it correctly and will only do the bare minimum repair and hope it holds out long enough where they are no longer responsible. I want it fully repaired or I want to return it.

  Business response

  04/18/2023

  Good Morning, Our Service Department has reached out to Mr. ******* multiple times since receiving this communication from the BBB, we called twice on April 13th, once on April 17th and we emailed him on April 14th, with no response...I researched the complaint of many unanswered calls into the dealership, and was only able to verify one, to the salespersons cell phone, where he directed Mr. ******* to bring it to the dealership....We are anxious to help, just need to get the vehicle here.  Sincerely, Lane R*****

  Customer response

  07/12/2023

  My initial complaint has not been resolved and I would like to reopen the file. I am willing to give Suburban Subaru one last chance to fix the problem or I would like to return the vehicle.

  Business response

  07/12/2023

  We have looked into Mr. ********* concerns on two separate occasions, once during his used car warranty in February, and once under goodwill in May.  It is now July.  Each time, we have been unable to confirm his concerns, and during his May visit, we took the vehicle to a branded dealership.  They weren't able to duplicate his concern either, however, they reprogrammed the transmission.  The last communication from the customer was on July 5th indicating that he was having another repair facility investigate his concerns, provide him with a diagnosis and he would speak with his attorney.  I attach that communication.  I am now served with another BBB complaint.  Please have Mr. ******* reach out our service manager, Ed H********, ###-###-#### and we will look at his vehicle and waive the diagnostic fee, again however, if we are unable to duplicate a failure, we will not perform any repairs.  I am also happy to speak with the repair facility he brought it to if they found something wrong.  Please have him contact our Service Manager, Ed H******** at ###-###-####.  Sincerely, Lane R*****, General Manager

• Initial Complaint

  10/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  09/28/2022 $500.00 deposit hold on a potential purchase of a vehicle I have called on two occasions and provided different reasons They refuse to return my deposit.

  Business response

  10/17/2022

  Good Afternoon, 

   

  My team has reached out to Ms. ********* and has agreed to refund her deposit.  If I may be of any further assistance, please don't hesitate to reach out....

   

  Sincerely, 

  Lane R*****

  General Manager

  Office:  860.649.6550

  Customer response

  10/18/2022

  
  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. ↩