ComplaintsforGary Lang Subaru

• Initial Complaint

  07/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Asked for review of car for non-functional AC air conditioning system. We were told it would be $1600 to replace the compressor. We declined services because they were too high. However, Gary Lang Subaru service made us pay $300 to pick up car. We were not informed that there would be a fee to inspect car and we were not notified that there would be a $300 inspection fee.

  Business response

  07/06/2022

  *****,

   

  I have talked to the service manager and he stated that you dropped off the vehicle after hours to have it diagnosed.  We understand that there was no way for you to sign the inspection because you dropped it off after hours.  We have issued a full refund for the diagnostic and inspection time that the technician spent on your vehicle. 

   

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

  General Manager

  Customer response

  07/07/2022

   
  Better Business Bureau:
  
  

  Dear BBB, will you please close-out and cancel case # ********. I have worked with Gary Lang Subaru and they have agreed to refund me the amount charged. please let me know if you need any more information. Sincerely, ***************************** ************ ******************

   
  
  

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to ***************** on my 2014 ***** Malibu to be repaired for the Control Arm Dec 20 2021. Also before they repaired control arm a week ***** I was in for check engine light on. Fixed, said if comes on again come back.Got to ************ ** light came back on. After Control Arm was repaired I found item was on re-call because I had a letter in my file. Called dealer with ************* them copy. **************** Service Manager said, he had to contact GM because on bottom of letter it showed a court expiration date of July 31 2021, Car only has ****** miles. ***** is a clause in the letter saying if car is under ******* ************ than 10 years old should be repaired No Charge. According to GM whom I called ******** whom tried to resolve with dealership, they still refused to refund difference of ******. After numerous calls to ***************** BM gave me a Good Faith refund of ****** & said dealer should not of charged me to begin with. Supporting documents attached.

  Business response

  05/04/2022

  ****************,
  
  I have read your complaint that you have filled with the Better Business Bureau and feel that you may have filled your complaint against the ************************************* by mistake.  Your complaint is with **************. 
  
  You received a special coverage letter from ************** to have the control armed repaired in June of 2020.  I have attached a copy of the special coverage document.  This document gives the dealer instructions on fixing the repair or getting a customer reimbursed for this repair if they have already paid for it.
  
  The letter from GM to dealers clearly states that a customer request for reimbursement of a previous repair to correct the condition described in this bulletin are to be submitted to the dealer prior to July 31, 2021.
  
  You came to ************************************* in December 20, 2021.  This is 5 months after the reimbursement period ended.  The ************************************* submitted your claim to GM on January 10, 2022.  I have attached the request form ************************************* to GM, which was rejected by GM in February 2021 and the reason for the rejection.
  
  Your claim has nothing to do with the *************************************,why GM rejected the claim and why you were not reimbursed from GM. 
  
  I have attached all documents:
  
  June 18, 2020,            Special Coverage Letter
  December 20, 2021,    *********** Order
  January 10, 2021,       Submitted Invoice to GM
  February 2021            GM Rejection Letter
  
  The ************************************* had no problem with sending your request, but GM makes the final decision as to the reimbursement.
  
  You may contact GM customer assistance at ************
  

  Customer response

  05/04/2022

   
  Complaint: 17133135
  
  I am rejecting this response because:  GM called ***************** to pay complete repair.  ******** made many attempts & per ******************* was told court ruling had expired Jul 31 and they did not want to

  pay for repair.  She said, per GM the clause was that the car was not 11 years old & had only ****** miles less than the ******* miles.  The problem did not occur before that date so how could I bring

  something to your dealership that did not happen until Dec of 2021.  They gave me a good faith refund ****** & attempted to work with you.  No one returned GM phone calls & no documentation you ever

  called them to begin with.  Shame on you ***************** who claims to be the pillar in the community.

  
  

  **************** at the time he had seen it as no problem with the refund.  He didn't even have the courtesy to call me back but let *** do his dirty work that GM couldn't pay the claim.  They told me you

  are responsible for the repair cost & should have done it at no charge for me in the first place.  I guess Senior Citizens on low incomes are taken advantage of.  Do I expect to refund difference from you???

  Most likely you will blame GM.  Sad, because when I first bought the car GM had to step in for you to sell me a spare tire at cost because it came with a useless fix a flat!!!!!!  You wanted the full COST of tire which was over

  500 back in 2014.  With GMS help got the tire for cost!!!!!

  
  

  Remember word of mouth travels fast!!!!!  
  
  Sincerely,
  
  ***************************

  Business response

  05/04/2022

  ***************************, 

  I understand that you want to blame the ************************************* for ** rejection of your claim.  We have been serving this community for over 39 years and have always taken the position of our customers when it comes to factory issues.  In this case you did not comply with the ** bulletin. 

  This is an issue that you can take up with **.  You have a copy of the rejection letter.

   

   

  Customer response

  05/04/2022

   
  Complaint: 17133135
  
  I am rejecting this response because:  Why are you not following clause #** in your own letter from GM stating if 2014 ***** Malibu is under ******* miles ***** vehicle is under 11 years old should be repaired at no charge???

  I called GM spoke with Brittany ***** they said your responsibility.  Why can't you make conference call with everyone online to resolve dispute.  GM says you are not honoring repair!!!!!   They called you numerous times ***** get voice mail.

  I think that is why you have not called me or GM to discuss complaint because you are wrong.  GM never sent me a rejection letter.  They only sent me a re-call letter if I was having problem which did not occur until Dec 2020.  Also

  the refund given to me by GM was a "GOOD FAITH ATTEMPT" because you did nothing.  Good customer service you would make a phone call with all parties involved!!!!!  All **************** says was past time frame by court July 31 2021

  and never took into consideration the clause being the millage ***** vehicle being under 11 years old.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went into ****************************** to purchase a Kia ****** in February. I was told as long as I put a check deposit down for the car it would be 100% refundable. I purchased my new car on March 4th so I no longer need the order. On March 5th when I reached out to have my check refund of $1,000 that is when I began to get the run around. Spoke with sales who said they couldnt process this on a Saturday. I Called back Monday March 7th spoke with sales who transferred me to ***** Then Was told by another rep he was shelving and he would call me back in 20 Mins. That was at 10 am. At 6pm still no call and I got his voicemail. I left a message and still no return call back. Found his email and on Tuesday March 8th he responded and said he would process this request. After confirming my home address he said it would be mailed to me. Followed up on March 15th **** said to contact sales as he put the request in so pretty much it was out of his hands and not his problem anymore (you can tell from the tone of the email). Here it is going on week three and have yet to receive ANYTHING IN THE MAIL. I would just like my refund and at this point I will pick it up. Please just stop giving me the run around and give me my money back.

  Business response

  03/28/2022

  Dear ****, 

  I have attached a copy of the check, that shows you received your refund on March 18, 2022.  

   

  Please see the attached check.

• Initial Complaint

  09/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Certified Pre Owned(CPO) 2017 Subaru Forester in March of 2019. Upon purchasing, the finance rep did his thing in strong arming me into purchasing gap insurance and the optional gold plus additional warrant coverage. If not, he would then raise the interest rate for the loan. I opted to cancel the gap and additional coverage a few days later and in return, ***************** stripped the entire CPO coverage from the vehicle, including the additional 7 year/100,000 mile powertrain coverage thats included with every Subaru CPO purchase.This dealer is dishonest and Ill tell everyone that will listen to never buy a car from them.

  Business response

  09/25/2021

  Charlie, 

  I am sorry to hear about your experience.  I am unaware of any of these allegations. Could it be possible that a mistake could have been made.  I have never heard or have any complaints about Subaru cancelling a certified warranty.  I understand that you wish not to be contacted by anyone.  Again, I wished you could have brought this to my attention, so that I could get some type of clarification as to what happened.    

*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. ↩