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:02/03/2025

  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.

  10/28/24 I signed a blank contract for a 2015 ************, I put $500 down with a co-signer, after being told I was applying for a credit repair program. 11/07/24 the engine light came on, I also reported the steering being tight, and alignment was bad. I was told to bring it in to be seen. Service guy confirmed with service manager that steering was tight, and engine light was from a faulty catalytic converter. I did not get a copy of my contract, no info on credit repair program. No paperwork at all. They had the vehicle for over 20 days. When I got it back on 12/20/24 with an expired tag. *********** couldn't give me a tag because dealership did not submit information to the "***" i did not get a tag until 01/12/2025 the same day I got car back(12/20/24) I noticed the alignment still wasn't fixed and I complained that the back tire stated I needed air, no response, I emailed the *** on issues. He never called or emailed back. I'm still putting air in the tire every week. When I drive, the back tire feels like it's going to come off. When I make a u-turn, i hear a thump under the vehicle. I called my finance company and was told that the dealership has to fix it or put me into another vehicle. No one has even called to check to see how the vehicle is doing after having it for a month. I want my down payment back and my vehicle fixed. It's scary driving because I transport my stroke victim mom to doctors appointment and take my daughter to school. I don't even know which credit repair program I am in. Or how it works. This has been a disappointing experience. I'm a single parent and I need my vehicle. I pay $467 a month on a vehicle with a lot of issues. I did not receive no paper work with my signature on it. My address on the contract is incorrect as well. Which I think is the reason I don't get any paperwork. I don't even have the paper I signed about having a 6-month warranty on the vehicle. Everyone is very unprofessional!

  Business Response

  Date: 02/06/2025

  Thank you for taking the time to speak with me. I sincerely apologize for the experiences you have had thus far and appreciate your patience as we work toward a resolution.
  A meeting has been scheduled for you to meet in person with the leadership team of Chatham Parkway Toyota  to address and rectify any outstanding concerns. We are committed to ensuring a positive outcome and appreciate the opportunity to make things right.

• Initial Complaint

  Date:08/08/2024

  Type:Sales and Advertising 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 bought a car wi tbh a co-signer from this establishment. Two months later the car had issues that they could not explain. Sadly I was 200 miles over my warranty so they didnt honor anything or try to help. The general manager (******) was not helpful at all and wasnt very knowledgeable at all in how we could resolve the issue. It was several instances of miscommunication on their part leaving me and the co-signed confused. They even tried selling us another car before we had even gotten information for if the one we had just bought could be fixed. **************** seemed to be more concerned with my frustration than actually helping with the vehicle he helped us secure after it failed on us two months later. We were basically labeled disgruntled and received very little help or communication for the car. Countless times we expected a call back with news and never received it. I was even told I had to come up to the location because he failed to be professional enough to speak on the phone. When I arrived ****** handed me off to another employee and then disappeared from the dealership so I still couldnt get my issues resolved. So I left and another week of phone tag and dead ends transpired. Ive still yet to speak to the *** We are now possibly voluntary repossessing the vehicle and would at least like our downpayment or have the dealership cover the fees to fix the car since we are responsible for the vehicle.

  Business Response

  Date: 08/17/2024

  Dealer has spoken with client and has advised a refund of vehicle down payment can not be refunded. Dealer offered options and solutions to the client who has declined them all and wish to proceed with the voluntary repossession.

   

• Initial Complaint

  Date:07/11/2024

  Type:Customer Service 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 May 29th 2024 I dropped my suv off to Chatham Parkway collision center for repairs and they did not return it until last Monday July 8th 2024. The first 4 supplements were sent to the correct adjuster which was **** ***** with Safeco. ***** or **** sent the final/fifth bill to the wrong adjuster and delayed returning my car for a week. After days of trying to get clarity on why the car wasn’t being returned I kept getting vague responses and absolutely no clarification that made the least sense. Then was treated horribly. After playing connect the dots and being lied to about the car being ready, then needing to be cleaned, then not having the final payment this place proved just how much my business needed to be take elsewhere. Chatham Parkway Collision will forever be the most incompetent dealership/collision shop I have ever dealt with. I purchased two vehicles with cash and was treated like a peasant when my car needed collision repairs done. I will NEVER step foot in your dealership again I will be sure to tell everyone of my colleagues how awfully racist and absurd your customer service was.

  Business Response

  Date: 07/26/2024

  Thank you for bringing this to our attention, We sincerely apologize for the mishaps that has taken place during this recent visit.

  After speaking with the owner of the vehicle *** ********, he has agreed that I speak with *** ******* who has prepared this complaint on his behalf. 

  Upon investigation, the final supplement that is mentioned, was sent to a representative of our company by the insurance adjuster. Vehicles are not released from the property without the final approval of supplement or proof of payment from the insurance company. Unfortunately the employee who received this email, was out of the office, leaving the remainder of the staff unaware. This was brought to our attention two days later on a Friday and was sent the final supplement on the next business day where the guest was contacted and released vehicle.

  Since speaking with all parties involved we have improved guidelines for guest to not endure such drawn out deliveries.

   

• Initial Complaint

  Date:01/22/2024

  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.

  In October 2022, our car started having some issues (a ticking noise at the top of the engine) so we took it to Chatham Parkway Subaru. He asked the tech at Chatham Parkway to check the valves in the engine and do a leak-down test. They told him no. They told him the ticking noise was normal and I have the service paperwork showing that. He was 99% sure it had something to do with the valves because he used to be a mechanic himself. In January 2023, the engine died on him so we had it towed back to Chatham Parkway. Kai, the service manager, told me they never even touched the top portion of the engine, which was what we were trying to get them to look at. So Chatham Parkway Subaru NEVER performed a leak-down test. They only fixed the bottom portion of the engine. The car sat on their lot for three months and they didn't even touch it, then they finally rushed the job and did it incorrectly. In August 2023, the engine started to die again. We didn't want to take it back to Chatham Parkway because they were so terrible to us the first time and we didn't think it could be the same issue. We took it to AutoNation Subaru in Hilton Head. We told them the car had just gotten a new engine 6,000 miles ago and asked them if they could check it and perform a leak-down test to which they agreed. Come to find out, the valves were not repaired by Chatham Parkway, and that caused the bottom portion to mess up again. I fully believe this engine issue is due to Chatham Parkway Subaru's laziness as they did not check the whole engine even when asked to do so. I do believe Chatham Parkway should be responsible for the costs of this repair. If they had done everything correctly the first time, we would not have the car in the shop again with ANOTHER engine repair which cost us over $9,000.00. I have tried and tried to get Chatham Parkway to accept responsibility but they just keep coming up with different excuses and refused to touch the car since it has been in a different shop.

  Business Response

  Date: 02/05/2024

  Hi ,

   

  At the time of initial diagnosis in October 2022 Chatham Parkway Subaru found the vehicle to be operating at normal characteristics. The client returned to service six months later with further concerns when repairs were made to the bottom end of the short block. Months later client brought the vehicle to another dealer with no records of contacting Chatham Parkway Subaru with existing concerns. The other dealer involved tore down the engine to identify the cause of the issue, this dealer reached out to this client's extended warranty who declined all repairs due to vehicle being tuned.

   

  Due to the aftermarket modifications to this vehicle Subaru of America has declined all assistance. Chatham Parkway Subaru will not be assisting in the repairs the client is actively seeking.

   

   

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

  Corporate Client Care Center Director

  Customer Answer

  Date: 02/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am writing to formally reject the response provided by Chatham Parkway Subaru regarding the service and repair issues with my vehicle. My rejection is based on the following points:
  
  1. Timeline Discrepancy: The vehicle was returned to the dealership within three months following the initial complaint. Contrary to the claims made, it remained on the dealership’s lot for an additional three months before any repair work was initiated.
  2. Ignored Requests: The dealership refused to inspect components that were specifically requested to be checked by my husband, thereby dismissing our concerns and denying us respectful customer service.
  3. Misattribution of Fault: The issue of the tuner was not introduced until all other explanations offered by the dealership proved inadequate. I want to emphasize that a tuner would not damage an engine that is in good working condition, which raises questions about the quality of the repair work carried out by Chatham Parkway Subaru.
  4. Misrepresentation of Responsibility: The assertion that Subaru of America declined assistance is misleading. It is not a matter of a manufacturing defect but rather an issue of service quality and dealership accountability. Subaru of America has acknowledged their limited capacity to intervene by compensating a fraction of the auto loan payments.
  5. Seeking Resolution: The problem at hand is a dealership issue that Chatham Parkway Subaru must address. I expect the dealership to take full responsibility for the inadequate service and the consequential damages to my vehicle.

  Thank you for your attention to this matter.

  Regards,

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

• Initial Complaint

  Date:10/03/2023

  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.

  I took my car in for it to be repaired. My car had no issues externally. A front piece was broken off by a tech and they tried to charge me to replace it. After Tiesha reviewed the pics of when my car was pulled in she offered to replace it for free. Unfortunately, that never happened. I had to order the part and have it replaced myself. I called and contacted the service department with no resolution. Most recently I had a tire repaired with my warranty that took almost 5 hours for a call that never happened for me to pick up the tire only to find out that the tire was ready within 1 hour after I left. This service department has really gone down professionally.

  Business Response

  Date: 10/05/2023

  Dlr has spoken with guest. Apologized for level of service received and the lack of communication. Dlr has submitted reimbursement to guest. guest is satisfied. 

• Initial Complaint

  Date:05/22/2023

  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.

  At the end of October 2022 I purchased a 2022 Toyota Tundra. This truck was over $50k and brand new with a warranty. Upon driving the car for a very short time period I noticed the breaks were squeaking belt loudly in the morning upon backing up and stopping. On my next visit to the dealership I made them aware of the issue. They stated that Toyota was aware of the issue and would be insuring a recall for the repair. After several months no recall has been issued and I started a work ticket with Toyota case number ************. This was created around February of 2023. Nothing has been done in regards to this case number by the dealership or Toyota. When I came in a week ago on 5/15/23 we set up a time for me to come in to have the brakes fixed. I show up at 7:45AM and was told they could not do a repair because it would avoid the warranty. As of right now the dealership is pointing their finger at Toyota and Toyota is pointing their finger at the dealership. I date down with my sales representative and let him hear on the phone that corporate Toyota was saying this was a dealer issue not a recall issue. As the customer I am caught in the middle with no repair. I’m afraid my 36k mile warranty will run out and this will become my problem. I have submitted a new trouble ticket with Toyota. I would like the vehicle fixed or to be bought back. At this point I have been waiting 2 hours and 45 minutes in the dealership to speak with a manager.

  Business Response

  Date: 05/29/2023

  Client has brake concerns on new vehicle. Toyota is aware and actively working on remedy. Dealer has been in correspondence with the guest and is waiting to hear back from OEM.  

   

  Customer Answer

  Date: 11/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20088834

  I am rejecting this response because:I bought a 2022 Toyota Tundra on 10/28/22. Shortly after my purchase the brakes started squealing every time I back out of the driveway in the morning. I have been waiting **** months for this to be repaired. I keep getting told they are working on it but there is not a fix at this time. I bought a brand new truck and would like for the squealing to be fixed as my neighbors several doors down hear this every morning when I back out of the driveway. I have talked with the service supervisor, dealership management, and corporate Toyota. I have even asked them to buy the truck back but they arent willing to do that but are also not willing to fix it. Very frustrating to spend over $50k on a truck and it to squeal every morning when you back out of the driveway. I was at the dealership today for an oil change and tire rotation and there still isnt a fix for the brakes.

  Regards,

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

  Business Response

  Date: 11/28/2023

  Dlr has spoken with client in regard to the noise concern. Dlr has opened cases along with the client to the manufacture regarding this concern.  Manufacture is aware of concern and reviewing remedy. Not a safety issue as vehicle operates in normal characteristics.  Client has stated he will continue to contact Corporate along with rejecting all BBB responses until further action is taken. No further action can be performed at this time as we await updates from manufacture.