ComplaintsforInternational Subaru Orland Park

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought new'17 Subaru Forester at dealer, have only had it serviced at dealer. Have had 2 issues, oil ********************** At 1k, oil lite came on, dealer replaced PCV valve. No known subsequent oil problems, until oil light came on again in 4/2023. Serv **** did a regular oil change. Jan '24, oil lite came on again. Serv **** changed oil. About 5/10/24 oil lite came on again..We found oil level was a qt low, no visible leaks. We added a qt of oil. I drove extensively & oil lite did not come back on. About 5/15/24 situation became more serious. Driving near my home, car stopped & oil lite came on again. Close to home, coasted to house. Checked oil, completely void of oil. Added 2 qts oil, ran out & onto ground.Dealer had trouble finding Director. I finally spoke with service **** Asst *** ********, He said I would be responsible for towing & $195 inspection fee due to expired extended warranty and roadside coverage on 4/27/24. Upon inspection, discovered large amounts of oil on engine cover. Removed trap door, oil plug fell out. We discovered plug had been worn & totally rounded out indicating it had not been properly secured during previous oil changes & possibly forced in using a power tool causing small leaks over time, indicating low oil. & over time, **** eventually worked its way completely out causing all oil to drain. Added 5.4 qts new oil. 5/16/24 called Subaru of America Case #*************. They stated it is a workmanship issue, they could not help.Despite this evidence, my interaction with serv mgr *** was contentious. He suggested I have my insurance tow vehicle & doubted my claims. We offered to show the recordings, he said not necessary, he believed us, & were good & loyal customers. 5/18/24 car was towed to dealer. 5/21/24 *** said, if oil was empty we should have left it empty. He saw new oil & plug in tight. Nothing to verify my claim,no full responsibility but as a loyal customer who gets service there, he will split $13,400 cost.

  Business response

  06/10/2024

  Good afternoon the last time ******************* was in for service was on January 6 2024 for and oil and filter change. Unfortunately it is impossible for a vehicle to drive  4 months without any motor oil. She is stating that the oil drain plug was loose and that she lost all oil from drain plug falling out. But when the vehicle was towed in it already had a new drain plug and oil. It is  Impossible to determined what happened being that the vehicle was towed to another shop for inspection .When towed in and  inspected here Vehicle did start but was making internal engine noise and  we can not determined what happened without tearing engine completely apart. We can not be responsible for something  we could not have caused. Vehicles are made to last but no Vehicle will drive 4 months without oil. All vehicles have warning lights in case something fails and if vehicle was leaking oil the warning oil light would have came on days after not months after for any oil leak . Now we did offer customer assistance for being a loyal customer but ***** split was not  expectable  by the customer.  thank you so very much for you time. 

  Customer response

  06/20/2024

   
  Complaint: 21754081
  
  I am rejecting this response because: I Do Not Accept the Business' Response
  

  
  

  The dealer is the sole entity responsible for the damage to my vehicle. The dealer has been the only company to work on my car, until now. The oil drain plug was not secured properly which caused the continual slow leaks. Each time the oil light came on I took the car in and the dealer changed the oil only.  For the last oil change, the dealer did not secure the plug and the plug kept loosening over time until it fell out completely causing all of the oil to drain.  After the dealer said I would have to pay, I had another (see receipt) check why the oil drained out and he discovered the plug was out (see video). Then, he added 5 qts. oil and properly secured the plug.

  The dealer offered to split the $13,400 they would charge me to repair the engine. 

  The dealer should be totally responsible for the repair.

  
  

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

  2262 120th Place

  *********** IL 60406

  Business response

  06/24/2024

  Unfortunately  there is nothing else I can do. But my offer still stands to help with half of the bill.  Vehicle has Internal damage and once again if the oil Drain  plug  would have came out the engine would have locked.  Cars can not be driven without any oil.. and Unfortunately when it came to our shop it had new oil and filter.

  Customer response

  06/27/2024

   
  Complaint: 21754081
  
  I am rejecting this response because:

  It is untrue that my car had a new FILTER. As I have written in previous communications, the oil ran completely out because the plug finally fell completely out. I had oil added and he cleaned and tightened the plug. Due to the negligence of the dealer's service department, the dealer is completely at fault. I have already attached all of the videos and photos. The dealer is solely and completely at fault for the engine running out of oil. The dealer is responsible for full price of repair.
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchase 2013 Dodge Journey SE on Nov. 11 2023 and engine blow while driving on March 12th 2024. I financed the car and the dealership will allow me to trade in or fix the issue.It came with a very short warranty and I had regular maintenance (Oil, Coolant check and checked belts and other component).****** said the check went through an inspection and it ok to sale, but me and other mechanics feel this car with missed and had some underline issues that they missed.A car with 65K miles should not fail after 80K miles.

  Business response

  05/20/2024

  ********************** purchased the pre owned 2013 Dodge Journey discussed in this BBB complaint from International on November 11th 2023 and it was not until mid March of 2024 and approximately ***** to ***** miles later that he called to state that his finance company suggested he call the selling dealership to see if there was any way the dealership could help him. Upon this conversation, it was shared by ********************** that he had been driving the vehicle every day over 100 miles per day at highway speeds for his commute and that everything was completely fine until the very next day after his took his vehicle to a ****************** center. It was shared with ********************** that it seems like to much of a coincidence that the car was operating perfectly right up to the following day that he took the car to ********** where ***** Lube technicians conducted service that can be related to the performance of the engine. Lastly, this vehicle that ********************** chose willingly to purchase from our dealership was already 10 years old and over 5 years from the date of factory warranty expiration, which was disclosed and documented during the sale of the vehicle.

   

  **************** Uribe 
  Subaru Sales Manager

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I HAVE A 2014 SUBARU XV CROSSTRK SCANNED VEHICLE AND FOUND CODES FOR OCCUPANT DETECTION SYSTEM MALFUNCTION ALONG WITH SENSOR MAT MALFUNCTON AND THEY WOULDN'T FIX IT THEY WANTED $1700 TO FIX TO REPAIRS SRS AIRBAG REPLACE SEAT CUSHION / SENOR AND CHARGE ME

  Business response

  09/27/2023

  The client came into our dealership, driving a 2014 Crosstrek with ******* miles, for the first and only visit on 9/22/23 for a supplemental restraint system warning light going on and off randomly.  We performed diagnostics on the vehicle after obtaining written authorization from the customer, including a diagnostic charge.  The diagnostic tree lead ************** to discover the occupant detection module in need of replacement.  The customer had purchased an extended warranty from a third party, ********************.  Our service advisor called ******************** and the claim was denied due to a "non-covered component".  The client was notified, they declined our estimate for repair and left the premises. 

  The vehicle is out of warranty by both time and mileage - both by a considerable margin so the manufacturer's obligations have expired.  The third party warranty the customer chose to purchase does not cover this component.  Unfortunately, the customer is responsible for the repairs to their vehicle at this point in time.

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