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:04/14/2025

  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.

  I purchased used vehicle from Subaru of Fort Myers in July 2023, in addition to some extended warranties.While repeatedly attempting to use the warranty, I was notified that the warranty had been sold and *******, the underwriter assumed responsibility. When reaching out to ******* on May 29, 2024, I was given the run around for days, without resolution. I picked up my car on June 4, 2024, after it sat in the shop since May 13, 2024.I contacted Fort Myers Subaru on February 26, 2025 and inquired about the warranties cancelation. I have been to office, made repeated phone calls to Fort Myers Subaru and often ignored.I have been in contact with ******* *******, ***** ****** and ****** ******* via email without any success.I was told by ******* on March 7, 2025 that the warranties were sent for cancelation and the process will take 7-14 days.On April 2, 2025 I inquired about the warranty cancelation. I was emailed by ******* on April 3,, and she has to check on the ************** s now April 14, 2025 and I have not heard anything back.

  Business Response

  Date: 04/14/2025

  I reached out to my team and the warranty has been cancelled, a check cut and sent to the current lienholder of the auto loan. The check amount see attachment is $3,259.12 ********************* is the lienholder. Client will see that this will reduce the amount of the loan but the current payment amount will not change. This amount reduces the total amount of the balance. ******* has been in contact with the client ***** ***** and always available to provide updates. The client is always welcome to contact ******* as this is part of her duties at our store and she truly likes helping our clients. 

  The refunded amount includes the warranty and bundle package that the client said yes to at time of delivery. Please let us know how we can help from here. 

   

  **** Woodring 

  General Manager 

• Initial Complaint

  Date:04/11/2025

  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.

  I attempted to use the warranties purchased from ****** in June 2023. When the car was taken to shop in 2024 for repairs, the car sat for weeks in the shop and the warranty company never responded to the mechanic ******* a email to the warranty company, I found that the warranty had been "sold" to another business. When I realized the warranties could be cancelled, I reached out to Subaru. I went to office, called and sent emails since February 2025 attempting to have the warranties cancelled but I have been given the run around repeatedly. I was told the warranties would be cancelled in 7-14 days, but here we are.

  Business Response

  Date: 04/25/2025

  I have copied and pasted the latest update for this complaint. It seems my team has been in contact with you and has processed all requested cancellations.... The only question is of the client wanted the *** cancelled as well... If so, the client can easily reach out to ******* ******* and we would be glad to process at the clients request. We sincerely apologize for the delay with the request. We have put in a new process so this does not happen in the future. 

   

  I have attached copies of the direct money transfer for the checks.. with the amounts. 

  **** Woodring 

  General Manager. 

   

   

  Hi Jack, 
  
  This is the last email I have between me and the customer.  I still have not received a response as of today. 
  
  
  ******* *******
  Warranty Administrator 
  Subaru of Ft. Myers
  
  
  
  From: ******* ******* <*************************************************************>
  Sent: Tuesday, April 15, 2025 3:23 PM
  To: ******* <***************************>
  Subject: Re: ******/***** Warranty cancellation
  
  Hi *******, 
  
  This is for everything but the ***. If you would like to cancel *** as well, I can do that now. There will be a separate check for that. Please confirm. 
  
  Thank you,
  
  ******* *******
  Warranty Administrator 
  Subaru of Ft. Myers
  
  
  
  From: ******* <***************************>
  Sent: Tuesday, April 15, 2025 1:58 PM
  To: ******* ******* <*************************************************************>; ****************** <******************>
  Subject: Re: ******/***** Warranty cancellation
  
  *********************** Notice: This email is from an external sender. Please exercise caution when opening attachments or clicking links.
  Hi *******,
  
  Thank you for the update. Is this refund for all three warranties: TruBundle Tire & Wheel (Rim) Protection Key/Remote Replacement Dent Protection (Agreement # TPPX146642), *** Addendum (150 ***) and TruWarranty (Agreement # VSC10463628)
  
  Sincerely, 
  
  *******
  

  
  

• Initial Complaint

  Date:12/23/2024

  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.

  I am writing to formally file a complaint regarding an unethical/irresponsible car sale that occurred at Subaru Fort Myers. This is my first purchase. Approx. mid November I purchased a 2012 ***** Civic from the dealership for $9,000, paid in cash. I (20yo) did the purchase all alone, the salesman pressured me into making an impulsive decision by saying the car would be sold the next day. I went ahead with the purchase, only to soon find that the vehicle has serious issues. Upon inspection by the dealerships own mechanic, it was found that: The battery is bad and needs replacement. The brakes are completely worn and unsafe for driving. The belt requires immediate replacement. These repairs were quoted at $2,500a huge burden on me when I just saved up for years to purchase my 1st car. When my mother and I returned to talk about the issues, the salesman dismissed the issues with unacceptable excuses. Saying the Florida sun caused the battery failure, the office justified failing brakes by stating that they are after-market brakes that wear out quickly. Brakes failing after just one week of driving is completely unacceptable and is a serious safety issue. The salesman stated they were unaware of the cars condition because it came from a different dealership (a ***** dealer). Selling a vehicle in such unsafe conditionespecially to a young and inexperienced buyer. I have the diagnostics report (i paied $150)from the dealership that the brakes and battery require immediate attention. Yet the dealership refuses to take accountability and insists I pay $2,500 for repairs. This situation is unacceptable. I expect the dealership fix this: Repair the car at no additional cost to me. Take the car back and issue a full refund. If this issue is not resolved promptly, I will escalate this, including legal action if necessary. I have reached out to the contact from my ****** complaint, and the phone number that was provided to our first complaint with the BBB - No answer yet.

  Business Response

  Date: 01/13/2025

  I reached out to the Service Manager asking for assistance with the history of this vehicle and the service manager responded with the following attachment.

  The vehicle originally was traded into our ***** store and they did the inspection and reconditioning of the vehicle and we ended up selling it at the Subaru store. 

  Notes from ***** Store-

  Battery Tested Good at time of inspection per technician (no need to replace at time of inspection and was not recommended) 

  Brakes were measured and results are below. These measurements are well above requirement for any safety or replacement related issues at time of sale.

  AT TIME OF INSPECTION
  
  FRONT BRAKES were 8MM
  REAR BRAKES were 7MM
  TIRES REPLACED DURING INSPECTION -NEW FRONT AND REAR
  BATTERY TESTED GOOD

   

  This vehicle was represented and sold "AS IS" which means nothing promised written or verbal was promised at time of sale. Client understood and signed the form that states they knowingly understood this vehicle was 14 years old, over ******* miles and in good working condition at time of sale. 

  It is our 100% intention to make sure we offer our client a safe vehicle but we cannot guarantee that a 12 year old 126K mile vehicle will not need any future repairs in order to maintain the safety of the drivers. Older vehicles in this price point are extremely hard to find in the marketplace so we spend extra attention trying to purchase these from our clients trading their vehicles in (often paying more than we should) then reconditioning them so they can be safe and reliable for the next owner. It is not our responsibility to make the vehicle in new condition. 

  Subaru of Fort Myers is always willing to do the right thing in every circumstance if there is a fault of the dealership. But this vehicle has been inspected properly, reconditioned in a responsible and respectable manner as itemized in the repair order and no issues at the time of sale were declined that had anything to do with the drivability and safety of the car. 

   

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

  General Leader 

  Subaru of Fort Myers 

  Customer Answer

  Date: 01/14/2025

  So you are saying that the inspection that the Subaru Tech did is wrong?

  and that what I have on paper is a lie?

  This makes no sense. 

  Business Response

  Date: 01/14/2025

  I was sharing the information that I received from the initial inspection so we can come to agreement on what the condition of the vehicle was in

  at the time you took possession of it. This is important to note so I can be aware of anything that might have been missed at time of delivery that we would 

  be responsible for. The inspection from our ***** store seemed thorough and in good standing with best practices. The vehicle was sold "AS IS" and based on the

  inspection and reconditioning that our sister store completed, how did we get a much different assessment today. This is where I need to understand a bit more.

  I am open to an instore in person visit so we can have a better understanding how to resolve this. Very difficult to resolve or understand completely thru text or email. 

  Please let me know what date and time works for you.. Jack 

  Customer Answer

  Date: 01/14/2025

  I have attached the diagnostic report from your mechanic that i paid for right after i bought the car. And also added up all the details since the sale happend. 

  Where he mentioned that the breaks are bad, the belt is bad and the battery is bad. So when i was told that the battery was bad becuase the car stood in the soon for a bit, that's just stupid. 

  I'm young but not dumb. I'm sorry but this is not adding up. I will call in soon to make an appointment since i'm very busy. 

  We've tried to call in a ****** times already and noone has called us back since November. 

• Initial Complaint

  Date:10/17/2024

  Type:Order 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 Aug. 30 2024, My wife ***** and I purchased a Subaru outback from Subaru of Ft. Myers for an agreed upon price of $42,500.00 "out the door" meaning $42,500.00 included any and all taxes and dealer fees.***** and I signed a paper document stating that we would purchase that day for the agreed price of $42,500.00. The closing was performed by ****** Maine "finance leader" on an electronic table.The process was cumbersome and overly drawn out in his attempt to sell extended warranties and other unwanted products. We did not receive any paper documents and left this dealership with the assurance that the documents would be emailed that day. They were not, in fact we had to call several times before they were sent by email on September 10. It was at this moment we discovered that the documents were completely in error. The errors include charges for extended warranty $3089 that was rejected, as well as $2148.74 in dealer add on fees all rejected in the negotiation of the sales price. ****** Maine in phone calls and subsequent emails agrees that the financed amount should be $34,700.00 rather than the attempted $40299.09. and claims to have submitted all paperwork necessary to Subaru finance *** to correct this blunder. As of yesterday Subaru finance has received nothing from Ft. Myers Subaru. Neither the general manager nor ****** Maine are responsive and do not return repeated calls.Reading other complaints filed with BBB ( I wish I would have checked this info before ever doing business with this dealership) it becomes very obvious that this standard operating procedure as many others appear to have been damaged in the exact format.We like the car very much but this dealer and employees are unethical to the point of withholding and altering closing documents. If it is not criminal behavior, it should be. We never signed the documents they claim are the closing, we will never know what happened to those, what they sent have been changed, which is fraud

  Business Response

  Date: 11/11/2024

  This response was taken verbally by BBB

  I **** ******** the General Manager spoke to the General Sales Manager Tee ***** and he and the client have had a discussion and are in communication with each other. Tee shared his cell info with the consumer so they have direct access to him. The client is completely updated today with the processing of the refunds. Tee advised the consumer the check was issued on 11/6/24 and client will be reaching out to Tee when he receives it.

  Customer Answer

  Date: 11/11/2024

  /24/24
  Complaint: 22436114
  
  I am rejecting this response because: The managers response is that we are in communication. This is just some type of F&I scam. They submit incorrect or fraudulent finance amounts and take months and months to correct. The attached was just received today. Ft Myers Subaru has had this refund since 9/24/24. In the meantime our email go unanswered. Today after being informed by BBB that they are now RATED D+ as they DID NOT ANSWER repeated calls from BBB; Today they answer a call and tell me that they sent corrected amounts on 11/6/24. It is all very unprofessional probably illegal, unbelievable and certainly unconfirmed by Subaru ***. When confirmed by Subaru USA we will still have many hundreds of dollars unresolved with these sleezy finance tactics.

  Thank you for your attention with this matter, if Subaru Ft Myers performs in a timely manner  we will drop all protests other than the FL Attorney General complaints as we feel that many more people are being damaged by these "business" practices.
  
  Sincerely,
  
  ***** And ***** *****

  Business Response

  Date: 11/12/2024

  I reached out to my team and specifically Tee Badra our General Sales Manager and he mentioned that he spoke with the client and they were satisfied at the end of the call.

  Attached are the responses I received from the team that included the cancellations, reimbursement for refunds and a response from Tee Badra that the client was satisfied. 

  Please let us know specifically what is missing or outstanding that is due back to the client. It is intention to ensure our team follows thru with their responsibilities and duties. 

  **** Woodring 

  General  Leader

  Subaru of Fort Myers 

   

  Customer Answer

  Date: 11/17/2024

   
  Complaint: 22436114
  
  I am rejecting this response because:  The very fact that you *** choose to communicate with us through a BBB portal rather than picking up the phone and calling speaks volumes to your current rating of D+ by BBB.
  As of 11/17 I cannot verify your latest claim that $3289.79 has been credited to our account on 11/6, nothing has been posted and you give me no reason to believe you. If and when the money is credited you still owe us $435.55.
  Some silly incentives must be in play for the game you play, did somebody win a plane ticket for inflating our loan amount? Two months to start fixing this when you sit on the funds for a month.
  It is low and my assessment of you and this dealership, if I am wrong explain it to us.
  
  There should be no question about what is still owed. It is simple math, Our agreed to price was $42,500.00 on the road. You agreed to a credit card down payment of $7,500.00. The amount to be financed is a straightforward amount of $35,000.00. YET the amount financed due to your errors is $40,299.09. That is $5,299.09 in error, simple right??
  To date you have refunded $1798.00 and claim to have refunded $3,289.79. That total is $5,087.79 or $211.30 short.
  
  
  You charged us an undisclosed fee of $224.25 on the $7,500.00 deposit. 
  
  
  $211.30 +$224.25 credit card fee = $435.55
  
  
  
  
  Sincerely,
  
  ***** And ***** *****

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22436114
  
  I am rejecting this response because:

  Good Morning *** *****, 

   

  A full three months after the purchase date, $5,087.79 has been credited to the loan amount. For that I thank you. However, our agreed to price was $42,500.00 on the road.  You agreed to a credit card down payment of $7,500.00. The amount to be financed is a straightforward amount of $35,000.00. YET the amount financed is $40,299.09. A $5,299.09 error. 
  To date you have refunded $1798.00 and $3,289.79. That total is $5,087.79 or $211.30 short.
  
  You charged us an undisclosed fee of $224.25 on the $7,500.00 deposit, We specifically asked J. Maine how much We would be charged and told Nothing.  We assumed this obviously unusual answer was part of the special relationship F&I people have with lending institutions where you win something or get points or some other incentive. Regardless, it was undisclosed and we were not furnished closing documents until we had to ask for them by phone on Sept.10.  This date is when the documents were emailed to us and when our fireworks started; over the crazy crazy numbers on that document, also the date the finance charge was discovered in online banking.
  
  $211.30 +$224.25 credit card fee = $435.55

   

  We are not interested in vouchers.  We want our money back. It has been a most regretful and unpleasant experience giving you our business. 

  
  
  Sincerely,
  
  ***** And ***** *****

  Business Response

  Date: 01/13/2025

  This response was taken verbally by BBB:

  Tee Badra specifically spoke with the client and explained what he was going to do for the satisfaction of the issues. Policies were cancelled and refund was given. We believe this has been resolved and ask BBB to close the complaint.

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22436114
  
  
  
  We have reviewed the response made by the business in reference to complaint ID ********, We did get our stolen money back but it took months and a big hassle, these people are anything but satisfactory. This is a business model and we just wonder how many more people have fallen victim to these sleezy F&I games they play. Everything hated about car people can be found under this roof. The resolution we obtained is solely due to protesting and winning an invalid (illegal) charge they made on our credit card. BBB helped to the extent that they could and for that we are grateful. We have our money back and advise anyone to run and not walk from these lowlifes and buy a great car at some other dealership.

  We have our  money back, not our time. An apology from the general manager for the attempted theft and compensation, "vouchers" offered in the only phone call from Tee Badra, for our time and distress, seems to be a minimal effort for a ethical business.  
  
  Sincerely,
  
  ***** And ***** *****
  
  
  

• Initial Complaint

  Date:08/09/2024

  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.

  I have pur*****d a vehicle from Subaru of Fort Myers brand new around Nov of 2022. Due to extreme pressure from accounting person filing all the final paperwork and payment , technically I signed paper so agreed to a very long 8 year extended warranty , but felt personally forced to due to the accounting person stating that I CANNOT get this car without the warranty. anyways , decided to go through paper work beginning of 2024 and found that I can get a pro rated refund if I canceled with TruWarranty ( the company that provides the extended warranty program ) . I have Submitted cancellation form on June 19 , 2024 and was Verified of cancellation by Tru Warranty representative when I called in. After a long ***** of phone calls with Tru Warranty , bank lender( in my case , Suncoast ) and Original dealer that sold car ( Subaru of fort Myers ) on who I get the prorated refund check from , I have came to find out by going into Subaru dealer that I have to contact accounting and they have to deal with distributions of refunds . Ive had to go to Subaru of fort Myers myself due to the call center being very useless . They would direct me to Finance leader , *****************************, I left SEVERAL voice mails and never got answered. When I went in person and talked to him , he looked/sounded very annoyed and talked to me with a very condescending tone . *** advised him that *** tried to contact accounting several times and keep getting hung up on , doesnt give me the option to even leave a voice mail. he advised to call earlier in the day for better luck of catching them . Well, here I am , a week later , called maybe 4 times now , keep getting directed to people who dont answer voicemails and or when directed to accounting , it just instantly hangs up. My issue is that I need to get a hold of accounting to inquire about my pro rated refund check from MY Tru Warranty refund , its been almost 2 months of whats felt like the dealer avoiding to help me at all .

  Business Response

  Date: 08/28/2024

  First and foremost, I would like to apologize on behalf of my team for allowing this to escalate to this point. I received a reminder call from ****** from the BBB and immediately reached out to my team to get to the bottom of this complaint. We take great pride in the service we provide and how we follow up with clients after they do business with us. We consider it a privilege to be able to serve this community with new and preowned vehicles.  

  Action-I spoke with my team and specifically ***************************** who was the finance leader on site when the client came into the store. ****** provided the client with proof that the check was mailed to the lienholder ********************* on the 19th of July, 2024. Since there was a lien on the vehicle at time of the sale the check has to go to the lienholder not the purchaser of the vehicle. This is sometimes where we see miscommunication with clients when processing cancellations. They think the check would be sent directly to them but we are obligated to send to any lienholder that is on the title. This process was completed within a 30 day period or original cancellation from the purchaser.

  I have attached supporting documents to this email. ********************* should have received the check shortly after it was sent out and that amount applied to the balance of the loan. 

  Please let me know how else I can assist. 

  **********************;

  General Leader

  Subaru of Fort Myers 

   

• Initial Complaint

  Date:06/07/2024

  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.

  Once again I've been put on hold for warranties I pd cash for and the dealership Subaru recieved on the 9th of May. I traded my 2018 Cadillac S5 for a 2024 Toyota Rav4 Hybrid. I was told I had every possible warranty purchased thru Subaru. I've been reaching out constantly for 2 months. I've sent all proof of money they recieved that they have not returned to me. This is the second time this dealership has done this to me. I'm owed alot of money. Please see attached email. Not sure how to attach. I have been blocked have not even calked me back. I've gone in only to be told these people are not in today. This happened twice. I can't believe this dealership actually would try and steal money from honest hard working people. I'm now facing bankruptcy due to not being pd this money I had to put on my charge cards to cover my down for new car from Germaine Toyota of Naples. Please help me get this money back and for the last viechle i only recieved partial payment on all the warranties I purchased. I literally had this Caddilac for 2k miles before I had to sell due to all the issues it caused me. I feel like Subaru knew the lemon they sold me was a peice of junk. Hence all the insurance **** insisted I purchase. I pd 35k 2k miles later it was worth 18k. I can't take the rudeness of this management team I'm close to breaking down. Im currently fighting pneumonia due to the stress this has caused me financially. Id also like my down payment returned for the headaches & problems this has caused me.Please help me collect my money for these warranties. Shame on this company for these shadey practices Selling me a 2018 car 51k that months later was worth 18k...I'm sick over this. Im recently widowed and had no one to guide me..well these people sure saw me coming I feel like they have broke me mentally, financially and physically. Shame on the greed this company has shown me once again. Thank you in advance. Sincerely ****** *************

  Business Response

  Date: 06/25/2024

  **** ******** no longer works for this company - need these complaints to go to 

  **** ******** General Leader.

   

  The refund was sent to the customer on 05/25/24 Check # ***** $ 2226.82- this check was cashed by the consumer on 05/31/24

   

   

  Customer Answer

  Date: 06/25/2024

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

• Initial Complaint

  Date:08/17/2023

  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.

  When I was presented with the quote to purchase my vehicle, I questioned the need to purchase the Ft. Myers Advantage, which includes some protective coatings (wax and Rain X) and some limited collision and theft programs among other things. Cost is $1999. I asked if this charge was mandatory, and my salesman said no, then proceeded to tell me that it would save me 20% on my auto insurance, and that he could drop the price by $500.I mentioned that I wouldnt be servicing my vehicle at their dealership due to the proximity of another dealership to my residence. I was assured that the Ft. Myers Advantage Program is actually a Subaru (Manufacturer sponsored) program, and that all of the reapplication services would be available to me at my local dealership.The $2500 collision coverage is listed as available for the first 90 days of ownership. I was told otherwise. I agreed purchase the program at a discount.On Monday, I called and spoke to ****, the Dealership Manager. Everything that I was told by my salesman was untrue. For that reason, I asked to be refunded the cost of the Program. **** informed me that the Ft. Myers Advantage is a mandatory charge on all used vehicle sales. I have since found that is also an untrue statement. The answers to every question I had about the program turned out to be untrue. I have no record of the service, and now Im supposed to trust that it was all accomplished.The salesman told me the Ft Myers Advantage was an option. (**** told me otherwise)The Ft Myers Advantage Program is not in any way connected to Subaru. (The salesman stated otherwise)You WILL NOT save 20% on your auto insurance. (The salesman stated otherwise)The $2500 collision assistance is only good for 90 days from the purchase of the vehicle. (The salesman stated otherwise)This is a mystery program even within the walls of the Dealership. Nobody seems to fully understand it.

  Business Response

  Date: 08/24/2023

  Our General Manager spoke with the customer at length yesterday.  They came to an agreement on how to resolve the customer's concern by cancelling the products the customer did not see a value in and replacing those with a service contract the customer does see the value in.  We have also ordered a part that we agreed to replace at no cost to the customer.  We will notify the customer when that part is in and set a time to have that part installed.  

  The customer says he is totally satisfied with the resolution of his complaint.

  Customer Answer

  Date: 08/25/2023

   
  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.

  The new General Manager, who took his position several days after my original complaint was filed, took immediate action and proposed a solution that provides value, and is beneficial to both of us. With him at the helm, I would consider purchasing another vehicle from this dealership. after several failed attempts on my part, he stepped in and worked hard to make this right.

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

• Initial Complaint

  Date:07/12/2023

  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.

  This dealership not only overcharged me on a Subaru repair, but then manipulated me into buying an unsafe vehicle when the cost to repair my Subaru was too high. They hid important details about the new vehicle's CarFax report, promised a warranty that was deemed ineffective, lied about my warranty coverage, and overcharged me by $7,000 including hidden fees/monetary contributions without my knowledge and snuck unrelated consent to sell my personal information within their 25 page contracts. When I scheduled a maintenance appointment for the vehicle that I just purchased, they refused to service my car (only after I made the 30 minute drive to their dealership) and asked me to pay $228 out of pocket to get an estimate to fix the broken sensors on the vehicle from another dealership, just to refuse reimburse for anything. The salesman that sold my vehicle blocked my email when I asked for an update on the reimbursement after providing receipts/documentation and when I brought it up to the sales manager, he laughed. The sales manager also misrepresented himself as the general manager over the phone.The vehicle requires over $5,000 to repair and the sales manager's resolution was for me to give them $4,000 more for a comparable car - overcharging yet again. They have not compensated me for anything and it's been 4 months of waiting for their response.The worst part is that I'm now stuck driving an unsafe vehicle waiting for them to do the right thing. I wish I could take it all back and avoid this dealership from the beginning.

  Business Response

  Date: 07/14/2023

  I have called the customer twice (left voicemail both times) and sent her a text in attempts to discuss a time when she can come in to review the numbers on her deal.  We absolutely want her to understand what she purchased.  The computer system we use when finalizing paperwork requires the customer to either accept or decline each optional product multiple times with initials/signatures so we are comfortable that she was told what she was purchasing at that time.  Again, we want her to understand what she bought so we would like her to come in so we can review everything with her again.  Please call ************************* at ************ to set up a time to come in for this review.

  We looked in our service records and cannot find any history of a repair attempt at any of our 3 dealerships on our property so I am not familiar with any repair attempts made at other dealerships.  I would be happy to present any documentation to management and see what their thoughts are.  My email address is  *************************************************.  The customer purchased a service contract so MAYBE whatever repair the vehicle needs would be covered by it.  We have no way of knowing that now, but it is a possibility.

  I look forward to hearing from the customer.

• Initial Complaint

  Date:04/13/2023

  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.

  To make a long story short I took my car to dealer to have fix as it had stop working. Would turn on sometimes and turn off on road. This is a Hyundai I bought at Subaru that has been giving me issues since we bought it. We took to them once before and had the lines cleaned that ran from battery pack. Last year in October 2022 we took and they said we needed battery pack and they would have done by December. Till this day they have been giving us the run arounds saying battery is on it's way. It's been about 6 months. We need this car to work. We tried to take it to trade in at Subaru and when Subaru went to get the car they denied it. We went over there to tell them we can not wait any longer and they said we will need to pay what we owe when car is not running. The job is not completed because they do not have battery pack. They said it was in ***** a month ago and we still waiting. We have been communicating with them this whole time and a manager has never reached out to us though we have asked to speak to one. Can someone please help us and tell us how to go about this? I have texts saved in my phone if needed.

  Business Response

  Date: 04/19/2023

  Unfortunately, the delay in getting the battery here is due to the battery being on national back order.  We checked with Hyundai to see if there is anything that can be done to move the customer up the waiting list, but there is not.  We were not able to get an estimated time of arrival on the battery either.  We also checked to see if the customer purchased an extended service contract that *** provide a rental vehicle in this situation, but she did not purchase one.  

  I understand the customer's frustration and I realize that this response does not answer any of the customers questions but we are not able to get any solid information from the Hyundai corporate parts system or personnel that is of any help in this situation.  All we can do at this time is keep checking for updates on the timing of the battery arrival.

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19931169
  
  I am rejecting this response because:
  
  Complaint: Ive sincerely waited long enough. I took my car to Hyundai in November to be exact and was told it would be ready by mid January.  Had to rearrange my entire schedule for work because of not having this car. I have been on and off about talking with a manager and nothing. When I went there on a weekend, towards end of March I asked again for the part if it had arrived and I believe this was the only person that spoke the truth. Said this part would take 6 months to a year. This is when I got very frustrated and went to Subaru to trade in car which was accepted but when they went to pick up the car, Hyundai said we had to pay stocking fee for the Battery pack of $2241.00. This is ridiculous. I need and want my car and I shouldnt have to pay anything for the inconvenience and unprofessional treatment weve been getting lately. Last week my husband was there at the Hyundai and was told they had the part and it was installed but was waiting on a tech call to trouble shoot. And what was there reply to BBB email about the part? Its still on back order. They lied. And thats every time we call if were able to reach someone. I want to be able to pick up my car without issues. Its my car its not fixed and Ive been lied to waiting for 5 months. How many more months do I have to wait? I need a car for work.
  
  Sincerely,
  
  *********************
  

  Business Response

  Date: 05/23/2023

  Our service director called ************* to discuss the repair or release of her vehicle and had to leave a voicemail.  We want to be sure that the customer understands that we are willing to release her car to her as is after she pays whatever balance is due and we will not charge her a restocking fee for canceling the battery that is on order.  Hyundai will still likely charge us the restocking fee, but we will eat that cost to make the customer happy.  But we also want her to understand that she will have to go through another Hyundai dealer to get her car fixed and that she will have a longer time delay in getting the replacement hybrid battery because she will then be going to the back of the order list within the Hyundai parts system.  As of last week, there were 233 batteries on backorder nationally.  According to our Hyundai parts rep, only 50 of those batteries have been produced and are being shipped.  Hyundai will not tell us what number she is on that backorder list, but we do know that she will go to the end of the list if she takes her car to another dealer to have the repair done.

  
  

  Again, we have no problem doing what the customer has requested.  We just want to be sure she understands the whole picture.

• Initial Complaint

  Date:04/12/2023

  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.

  As noted in the attached documentation, Fort Myers Subaru replaced a battery on 12/8/22. 12/8/22 – Replaced car battery through Subaru- Battery Drain Warranty 2/22/23 – Battery Died. Car had not been driven for 1 week. Had to recharge battery at home. 3/15/23 – Battery died again (not driven for 3 days) – recharging again and going to buy a new battery elsewhere. I have escalated and they keep telling me I have to file a claim. This is a brand new product. I should not have to go through a claim process for litigation they have in place. Their new batteries should no have had this issue. Want reimbursement from Subaru for payment defective battery installed 12/8/22 and new battery that had to be purchased as a result. See attached receipts.

  Business Response

  Date: 04/12/2023

  Our Subaru service manager and General Manager have discussed this complaint and have agreed to replace the battery at no charge to the customer.  Please have the customer reach out to Doug Wright, Subaru service manager, at 239-990-3795 to set up a time to have that done.  If Doug needs any documentation from the customer related to the battery purchase he will discuss it at that time.  We will handle the processing of the paperwork with Subaru.

  Business Response

  Date: 04/12/2023

  I misunderstood the information sent to me by the service manager so my first response to the complaint was not correct.  

  We do not need to provide the customer with a new battery.  Her battery is OK.  Her car was inspected by Subaru engineers, and they found the issue that was causing the battery to drain abnormally.  The customer is asking for a refund for the battery that she had to purchase.  That refund is coming from Subaru.  Our service manager reached out to his contact at the Subaru corporate office today to get an update on the status of the refund.  He will call the customer with an update once he hears back from his contact.

   

  I apologize for any confusion my first response created.

  Customer Answer

  Date: 04/12/2023

   
  Complaint: ********
  
  I am rejecting this response because. The business response is not accurate. The replaced a battery due to the battery drain as noted in the receipt. That battery died twice. I reached out to Fort myers about it and they have a 3rd party manage their messages. That person never provided my messsage to them. As a resul, not only did I pay the for a defective brand new battery and when I reached out to the with issues, no one ever responded. I am a senior and had no choice but to replace the battery with a non Subaru battery so the brand new Subaru battery would not die yet a 3rd time which is scary so I had to go out and purchase a non Subaru battery since they never responded. As a result, they owe me a refund for the new Subaru battery they installed as well as the new one I had to purchase due to their non response.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/20/2023

  We have been in communication with the Subaru of America national Consumer Advocacy Department (CAD) about this complaint.  Here is the response we received from them yesterday:

  "I think (name of our Subaru district service rep) may want to weigh in on this one. This is a Class Action Settlement. Her vehicle is part of it. Any and all considerations and processing of reimbursement has to go through the area that we have provided the customer with 3 times. The site is [email protected]. We can not process any of these in the CAD department and there is no exceptions. Based on the conversations I had with her and my Manager had with her, she does not want to do this. There really is nothing more we can do here."
  

  We spoke with our Subaru district service rep about this issue as well.  He confirmed that any compensation related to battery replacements on vehicles included in the lawsuit have to be handled through the lawsuit settlement website given above.  There are no exceptions available.  

  As a result of the above, neither the dealership nor Subaru of America are able to assist in the processing of the refund the customer is requesting.  She has to request the refund(s) through this website: [email protected]

  Customer Answer

  Date: 04/20/2023

   
  Complaint: ********
  
  I am rejecting this response because: Why is the dealership installing and selling defective products on 12/8/22 if there was a class action? Dealership is responsible for selling defective product to users without letting them know that if there is any issue, even as little as 2 months later, they do not support nor warranty their product. Without that disclaimer - it is an unfair business proactive not to notify the consumer that there is no warranty on the new product and that it was deemed defective due to prior issues.
  
  Sincerely,
  
  ***** *******