ComplaintsforServco Subaru Inc.

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just purchased from Windward Dodge and Jeep on Oahu this February. Within one week of owning the car it had to be towed back to the dealership because the engine turned off in the middle of a drive and nearly caused an accident due to the steering locking up. Also had to replace the battery ($350) because it was dead. I went to the dealer several times and they finally sent the car to Subaru in Honolulu. I was told by them I would have to pay to have the *** replaced in my vehicle. However, this is a common issue with Subaru in that the car has a parasitic battery drain because the old *** is constantly trying to connect with 3G which is now obsolete. Subaru of America has issued a TSB for my vehicle which this is all covered by. I have a case number with SoA and with Servco Subaru. I have contacted them several times. My car is within the window of replacement per the **** The vehicle drives very badly now. The A/C compressor is going out, the battery dies regularly and the clock is in need of constant reset, the power windows lose programming, the wattage being delivered to all the components is incorrect and the car is malfunctioning. I now own a $26,000 paperweight. I want out of this vehicle and for them to place me into a comparable one. This has been going on for over 6 months and enough is enough. They are not honoring their own TSB and this is not acceptable.

  Business response

  09/10/2024

  Subaru of Hawaii and Big Island Motors Hilo provided customer additional information regarding referenced TSB and clarified the necessary steps customer needed to complete with Starlink subscription for TSB to be completed.  Customer and Big Island Motors **** currently working together on completing update per TSB. No further assistance is being requested by Subaru of Hawaii at this time. 

• Initial Complaint

  10/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In July of 2023, I brought in my mother's 2016 Subaru Crosstrek for service to Servco Subaru Kaimuki. When connecting any mobile phone to the entertainment unit via a Bluetooth connection, when viewing videos on the phone, the video image and audio sound is always out of synch. Subaru mechanic confirmed issued. He tried Bluetooth connection on another 2016 Subaru Crosstrek and the same thing happened. Subaru said they checked for software updates on the entertainment unit and it was up to date. Subaru said this is normal operation for the entertainment system for that year and would not fix the issue. I submitted a complaint with Subaru ***. They said they were not aware of any widespread issue of this type and suggested I go to another Subaru dealer to get it fixed. I told them Servco is the exclusive ****** dealership for Subaru. Subaru *** never responded back. I then contacted the parent company of Servco Subaru through the Servco Pacific website and explained my situation. They never responded. Servco Subaru work order attached.

  Business response

  11/06/2023

  See Servco's response attached.

  Customer response

  11/13/2023

   
  Complaint: 20706875
  
  I am rejecting this response because:

  After Servco ****** Subaru said they will not fix the issue, I emailed Subaru *** in August.  In July, they responded(see attachment) saying they are not aware of any Bluetooth issues with any of their vehicles and suggested I go to another dealer.  I informed them that Servco was the only Subaru dealer in ******. Servco Subaru says "************** confirmed that while there was a minor video delay, which may be the result of an incompatible device".  All devices exhibited this behavior(Android & iPhone).  My mobile phone(Android/Spectrum), my mother's mobile phone(iPhone/ATT), my friend's mobile phone(Android/T-Mobile).  Even the technician who troubleshooted the issue used his phone and the problem occurred, so it's not the result of an incompatible device.  It happens on all phones that were tested with the unit.

  Servco Subaru states: "the video was performing consistent with other 2016 models."  This is contrary to what Subaru *** said in their response to me.  Subaru *** states they are not aware of any widespread Bluetooth issues with their vehicles.

  While the car is out of warranty, my mother did purchase an extended warranty which expired last month. The extended warranty is essentially an insurance policy that is a contract between Allstate/Servco ****** and my mother stating that issues with the vehicle will be fixed and paid for during the extended warranty period.  If replacing the entertainment unit with another Subaru entertainment unit will not fix the problem, they should reimburse my mother for the retail cost of the Subaru entertainment unit and one hour of labor cost to remove and install a new unit plus tax so we can have the unit replace with a third party unit that doesn't have this problem.  The other remedy is if Servco Subaru will not honor the extended warranty contract, they should reimburse my mother for the cost of the extended warranty.

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

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a brand new 2023 Subaru Ascent back in Early August. Unfortunately, vehicle had clear factory defects due to missing clips on the cup holders and also a paint defects under the factory clear coat (Pictures attached). ********************** has sent out information to Servco but as of today have not received any responses.Also talked with *********** specialist and a brand new car should not have any paint defects nor would it be reasonable to do a matching repair on a brand new car.Would like either a replacement or partial refund for the defects

  Business response

  10/26/2023

  ****** ******, the distributor of ****** vehicles in ****** and a division of Servco Pacific, has reached out to the customer and requested a call back for comprehensive information about their concerns regarding their vehicle. The primary objective of this outreach is to coordinate necessary assistance and chart the next course of action to resolve the issue. In order to ensure a structured approach to addressing the matter, a dedicated case has been created. It is important to note that the vehicle in question is covered by the manufacturer's new vehicle warranty, and our team is committed to working closely with both the customer and their ****** dealer to ensure a thorough and satisfactory resolution in accordance with the warranty's terms.

  At Servco, we place great emphasis on customer satisfaction,and we remain steadfast in our dedication to addressing and resolving the customer's concerns.

  Business response

  10/26/2023

  Subaru ******, the distributor of Subaru vehicles in ****** and a division of Servco Subaru **** has reached out to the customer and requested a call back for comprehensive information about their concerns regarding their vehicle. The primary objective of this outreach is to coordinate necessary assistance and chart the next course of action to resolve the issue. In order to ensure a structured approach to addressing the matter, a dedicated case has been created. It is important to note that the vehicle in question is covered by the manufacturer's new vehicle warranty, and our team is committed to working closely with both the customer and their ****** dealer to ensure a thorough and satisfactory resolution in compliance with the warranty's terms.

  
  At Subaru, we place great emphasis on customer satisfaction,and we remain steadfast in our dedication to addressing and resolving the customer's concerns.

  Customer response

  10/26/2023

   
  Complaint: 20645165
  
  I am rejecting this response because:
  

  They have called me, however i have not received a response from the dealership/service department. Still awaiting a resolution... 

   

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

  Business response

  12/06/2023

  A request was made by a customer to send the necessary estimates from their preferred auto body shops to the company via email. The purpose is to ensure that the dealer receives the estimates and completes the required authorization for repairs. That being said, Servco **************** (SQD) has confirmed the receipt of the estimates and is working with the dealer to ensure that the authorization process is completed in a timely manner. Once the authorization is granted, the dealer will schedule the customer for the repairs.
  
  Our SQD representative has assured the customer that they will continue to work with both parties until the issue is resolved and the customer is satisfied with the outcome. We take pride in our commitment to customer satisfaction and ensuring that our customers receive the best possible service.
  

  Customer response

  12/13/2023

   
  Complaint: 20645165
  
  I am rejecting this response because:

  It's been nearly 5 months. Still no solutions from ***************** or Service Subaru. I've attached quote from the Auto Body Shops. 

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

  Customer response

  01/24/2024

  Correspondence and quotes sent over to Big island motors and Servco Subaru. Still no resolution other than another appointment scheduled for 1/26/2024 @ 7:30am.

  Business response

  01/25/2024

  Subaru of ****** was advised by ***************** that the customer is scheduled for inspection of concern with the door gap on January 27th. Subaru of ****** Customer ******************** awaiting further contact from customer regarding any further coordination needed from customer. 

*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. ↩