ComplaintsforSubaru of Kennesaw

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/17, I have reached out to the ************************ Manager and Public Relations for Subaru of Kennesaw for the service received on 5/20, please see below:________Good evening.On 5/20, my 18-year-old son took the 2018 Crosstrek for regular oil change at this location. When service was complete, he was told that both fog bulbs were burnt and provided with a quote for replacement (over $100). Also, I received via text the detailed inspection report link (see screenshots below). I told him to decline, since less than 2 years ago, I did replace both fog lights. Knowing this, I ordered replacement bulbs and today attempted to install them. To my surprise, both bulbs were working correctly. The issue was that both were "disconnected/unplugged" from the power supply.I do not want to jump into conclusions and assume ill intent, but I find this extremely odd that a recommended service to my son, was indeed not needed. Can you please look into this and provide a reasonable explanation? Unfortunately, this made me lose trust in this service location.2018 Crosstrek RO# ****** (Inv/Tkt #)Advisor: ************************************* ________Service Manager replied on 6/18 and since then, nothing:I certainly will look into this, I will pull the video for it in fact. We are very transparent and will share all findings. Thank you for your business and I will contact you back.*********************** Service Manager Subaru of Kennesaw ************ ********************************* __________I do not trust service performed to my car due to this, and their lack of response. I need this to be known and how they conduct shady business. Also I would like re-imbursement on all service performed on 5/20 and to top on how much they would have charged me should I have decided to have the "fog bulbs" replaced as per their "inspection"

  

  Business response

  07/05/2024

  Our Service Manager, ***********************, looked at the video, and when the vehicle came in, the fog lights were not working.  ** standard practice, our team noticed that the fog lights were out, so they were going to start with bulbs but the customer declined. Had the customer not declined the bulbs, we would have noticed that they were unplugged, and would not have charged for it, but since they declined the repair, we did not dive into it.  It is clear on the video as the vehicle pulled in, that the bulbs were not working and we were denied the opportunity to address it. 
  

  Customer response

  07/05/2024

   
  Complaint: 21906809
  
  I am rejecting this response because:
  

  There is a fog light switch, which was turned off and was at the time of taking the car for service. No one has ever had access to the lights and these were working prior to the service. Of course switch was off during the day and at time of service, but someone at the dealership indeed unplugged the bulbs. I stand, as a customer, to what was done to my car, was indeed in bad faith and trying to deceive us (my son) as a customer, making him/me believe the bulbs were burnt. Who in the world would have access to the unplug the bulbs if it was not someone knowledgeable? The car was given to the dealership and it all was working fine. The switch was off, and upon delivering the car back when I checked the bulbs, these were disconnected. I doubt this is a coincidence, since the bulbs cannot get disconnected by themselves. I also raised the concern with Subaru of America, but same explanation was given, which is untrue. I will not accept the response and make Subaru of Kennesaw responsible for this ill intent to defraud a customer since 2018 (bought and service car since then). I will not return to this dealership and will warn other Subaru owners to stay away from them.

  BBB, please publish this so that other Subaru owners know who they are dealing with. Go to other dealership to obtain a 2nd opinion and do not go with their suggestions. Decline and verify with others, before trusting them fully.

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

  

  Business response

  07/05/2024

  Our Service Manager has asked for the opportunity for the customer to come in and review the video of everything that was performed.  We kindly ask that the customer contact *********************** at **************, or via email, ********************************** to make an appointment for a time to come in that is convenient for them. We would like to provide complete transparency and clarification to all of the customer's concerns.

  Customer response

  07/10/2024

   
  Complaint: 21906809
  
  I am rejecting this response because:

   

  Please post the videos here, out of transparency. I do not have the time, nor the desire to go to this location. It seeked intervention of the BBB complaint process to obtain a response. Which at this moment is not satisfactory. For everyone to see, please provide all the details and explanation why my car had both fog lights disconnected right at the time of service. This is odd or just a coincidence. I tried communicating directly with this business, but did not obtain a response.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a used 2015 ***** S60 from Subaru of Kennesaw on May 15, 2024. At 6 days (May 21) we got a check engine light. After checking it several times, it said it was a P0420 error code, which means bad catalytic converter. I contacted the general sales manager and asked if they cleared the error codes and hid the issues. He said "We will get it taken care of for you. We don't do business like that." At the sales managers suggestion, we took it to ***** to have diagnostics and confirm what is wrong. The repairs needed will total over $15,500! We paid over $13,700 dollars, with taxes and fees, for the car. Subaru of Kennesaw managers told me they would make it right. That they'd refund the sale and get us into another car. That's a lie! They offered to buy it back for $9,000, and then sell us another used car at an inflated price, with no discounts. That's over $4,700 loss on a car that we've driven around ***** miles.To me, that's not "resolving the issue" or "making it right". That is robbery. I understand that "as-is" for used cars is the rule. But, this goes way beyond an issue that needs to be fixed. According to the ***** service rep, this car is pretty much "ready for the salvage yard." This car will not pass emissions in the future. In 7 GA counties, dealers cannot sell a car in this condition. This seems to break GA law.

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In July 2023, I bought a 2023 Subaru Impreza from the Georgia Subaru Kennesaw dealership. *********, saleswoman and ***************** said at any time I could cancel Equity Shield Optimum Vehicle Protection Plus and Optional Cosmetic Coverage for Wheels by calling ************** highlighted at the bottom of the Subaru Equity Shield contract. In September 2023, I called the ***************************** and a representative told me the Subaru dealership must complete the termination request. On September 27, 2023, I called the Subaru dealership, and was transferred to ***************** who advised me to text the contract information to terminate, and he would forward the termination to Safeguard Warranty. I called Safeguard Warranty to status the termination and no termination request for refund was submitted by *****************. In November 2023, I called *********, saleswoman, who sold me the Subaru Impreza and was re-assured that shed speak with ***************** and call back at the end of the day. I did not receive a call back from her. I feel like Im going in circles in my quest to cancel and seek a refund of the Safe Equity Shield Optimum Vehicle Protection Plus and Optional Cosmetic Coverage for Wheels issued by the Georgia Subaru Kennesaw dealership and ***************************** effective September 27, 2023, to current. I seek any assistance in resolving this issue. Thank you.

  

  Business response

  12/08/2023

  Our General Manager has successfully cancelled the Optimum Vehicle Protection and spoke with **************** to confirm the cancellation and refund.  We apologize that the communication process did not go more smoothly in accomplishing the customer's request.

  Customer response

  12/11/2023

   
  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,
  
  ***********************

• Initial Complaint

  05/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  While reviewing photos, I saw the 2016 Cayenne I purchased had a damaged headlight. I was told by my salesperson who happened to be the ONLY person in the building with integrity that'd it'd be fixed before sold. After a 4 hour computer glitch had me sitting (traveled from ** to ** to pick up the car) I headed to the hotel. The car was sold with 17 miles of gas, the oil with 28 days of life, a skipped service,TWO non-working headlights (probably not legal and a $12,000 replacement cost), an exhaust failure (due to the broken gas cap - another state inspection fail), and 3 tire valve stem caps missing. Sound organized, thorough, and professional? The service team tried to hide the damage.The service manager had an email reply to me that included something sent to him on accident by another agent I spoke with. The rep. chastised me behind my back for being concerned about the issues and said "that's what the warranty is for". That same rep. over the phone after confirming with him that they do not often take foreign cars on trade-in (Porsche, Audi, etc.) remarked how his tech's do not possess on-site the technology to review these vehicles. When asked if they take them locally to a dealer with the tools to do the review, he stated they didn't. I asked, being apparently more versed in Porsche's than they were... how would they know if anything was wrong with the car? He didn't have an answer. When speaking with the service manager on how they can get away with selling used vehicles without inspections, he stated I could return the vehicle as had they known about all the issues, they'd have "auctioned the vehicle for parts". If they HAD inspected the car, they'd have gone a completely different route with it. I was contributed $2500 to put towards the $12k light replacement.

  

  Business response

  05/18/2023

  With regard to ******************** concerns, we had one of the headlights professionally repaired prior to his purchase due to condensation when it was traded in.  Both of our internal technicians confirmed that the headlights were working when **************** took delivery of the Porsche.  When he contacted ** after the sale regarding a headlight concern, we offered to unwind the deal, take the Porsche back, and return his trade-in vehicle back to him.  He indicated that he had already spent $6,000 in other upgrades for the vehicle, and understood that we could have gotten repairs done locally for far less than his local Porsche dealership quoted him, so our General Sales Manager offered him $2,500 towards repair costs, which he accepted, and was mailed to him on 4/18/23.   

  Customer response

  05/18/2023

   
  Complaint: 20039060
  
  I am rejecting this response because:

  Per Porsche (910.76.8537 *documented) and *********************** *************), clearly confirms there is no "repair" for these damaged headlights. Only replacement. Their technicians either A) knew that and tried to pretend otherwise or B) Didn't know that because their shop did NOT have sufficient equipment to diagnose (as stated by their service manager ****) and as they refused to spend the money for a basic inspection at a dealership down the road, here we are. Both Porsche and the exotic auto repair company cited such and can be contacted and have this confirmed. I spend over $6k having other safety issues reconciled including, but not limited to bad rear brakes and a fractured fuel cap immediately and weeks before the "offer" to accept the car back came in. These "offers" took place weeks after the issues. I DO my due diligence. Had the car serviced, repaired as needed, and made safe. I have documentation from the service manager **** stating Subaru would cover the repairs. The proof has been received and sent prior. Issues that I provided documentation for prior to the purchase that still existed the same day as purchased. All documented. The finance department made so many errors I had to resign a new contract a month after the first. It took over 5 weeks for my ancillary insurance to even have me in the system to see if the inherited MAJOR safety issue and violation was covered. It is not. Subaru needs to fulfill their written promise as stated, and uphold the safety and integrity of the vehicles they sell.

  
  
  Sincerely,
  
  ****` ******

  

  Business response

  05/22/2023

  The following is an excerpt from our General Sales Manager's email exchange with **************** detailing the terms he accepted:
  
  "Upon payment from the lender for your loan proceeds, we agree to pay you the sum of $2,500.00 to settle any issues you have with the Porsch you purchased from the dealership. Please accept this email as notification of final payment. Any and all other issues will be the responsibility of the buyer/ any Service contract purchased."
  
  The $2,500 check issued to **************** cleared on our bank on 4/24/23 and resolves this matter as agreed.

  Customer response

  05/22/2023

   
  Complaint: 20039060
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****` ******

  1)My salesman ******************************* stated that the headlights were a known issue and would be remedied before sale. 

  2)Within an hour of driving, the lights cut out completely. Various other warning signs came back. I had 2 independent reviews (which Subaru never did). Porsche and an exotic repair specialist state the lights should have been replaced as their is no "bandaid".

  3)I have provided the email from the sales manager stating he/the dealership would cover repairs.

  4)I was told by ***** via phone two weeks back the dealership again would cover the replacement of the lights by Porsche, the only dealership authorized for such a repair. I was told I'd have this via email in an agreement. Still waiting.

  5)I have photos before the sale, the night of, etc., the EXTREME breach of safety, liability, and compliance to sell a vehicle without a major working safety component. All photos, emails, dealership and repair vendor data has been shared. Cut and dry case of negligence/lemon law, you name it. I had $6k of repairs already in before I was offered any minor assistance, or a "trade back" option. It took over 5 weeks for the dealership to get the paperwork right so I could see if the repair was covered by the insurance. Per the sales managers snarky response about "that's what the insurance is for...", it wasn't covered.

  Bare minimum, if not willing to stand by the compliance, safety, integrity AND documented and stated evidence telling me the lights would be replaced, consumers need to know what type of team they are dealing with.

   

   

   

  Customer response

  05/24/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .******** , and find that Mediation is necessary.

  Regards,

  ****` ******

   

  PS; thanks for chatting today. What I do not have time for is for anything but for them to simply pay for the lights to be replaced as I was told they were by ******************************* prior to selling me the car. I have their service manager on an email (provided) stating to send the repairs for the lights to him and he'd cover. I was told again by ******************************* ************* ************************************* a few weeks ago the dealership would pay for Porsche to replace my lights and would send me an email confirming IF I took down the (factual) review post replacement. They've promised 3+ times to cover the costs. The $2500 put towards my inconveniences from car rentals to unnecessary drama and being unable to drive my car at night was barely a start. They need to pay the rest of the balance to replace the headlights. Their effort range from disingenuous to dangerous. Have a great evening!

• Initial Complaint

  09/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  September 3rd 2022 I had a great conversation and experience with salesman ***** regarding leasing a new Crosstrek. I specifically wanted a manual transmission. Listed on their website they had one in transit, due September 16th. We went over monthly numbers and my trade in value. To secure the incoming vehicle as mine, I needed to make a $1000 deposit. I was very clear with ***** that I wanted the $1000 back since I had equity in my trade. He confirmed it was fully refundable. September 16th comes around and I have had no word from Subaru so I call. Vehicle has been pushed out for delivery until September 29th. I did not get notified of this delay! I already had plans to leave the state that day so I informed ***** that the vehicle would sit then for 2 weeks on their lot as I would be unavailable. He made notes on what days prior to the 29th I could make pick up, should the vehicle be early. I had every intention of using this new vehicle for my trip out of state. I visited another Subaru in the city on the 17th where they had manual transmission Crosstrek already on the truck, due the 20th. I made plans to take that Subaru instead. I called ***** to inform him that I was cancelling my deposit and car on the 21st. He then advised me that I would lose my deposit. At no time, was I informed of losing my deposit should I cancel. I did not receive any paperwork regarding this policy when I was at the dealership. I was specifically told my deposit was refundable. When speaking with him over the phone, ***** agreed that he never told me about the cancellation policy "because it wasn't a concern". He then laughed at me over the phone, advising that he will speak to the *** but most likely I will not get my money back. I have not received any communication regarding this complaint from them.

  

  Business response

  09/28/2022

  Upon learning about this unresolved refund request through the BBB review, our management team has issued a refund to **************

  Customer response

  09/28/2022

   
  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. ↩