ComplaintsforFort Wayne Subaru

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  On 11/20/22, I purchased a 2019 Subaru Outback from fort Wayne Subaru on Coliseum boulevard. Shortly after my purchase the vehicle would not start. After getting a jump start from a friend I drove the vehicle out to the dealership to have them look at the battery. The battery was still under warranty and they replaced it. About a month later the same thing happened and again I took the vehicle to the dealership and they replaced the battery again. A few weeks ago again the vehicle would not start so I called the dealership and was told someone would call me back which they didn't. There is obviously something wrong with the electrical system on this vehicle. I think they knew this when they sold it to me. I discovered shortly thereafter all four tires had leaks in them as well. The front driver side had two leaks which I recently had repaired. The car also had no floor mats and when I pointed this out to the salesperson he told me I could buy some inexpensive generic ones.I purchased an extended warranty on this vehicle however they have made no effort to utilize this and I no longer wish to keep the vehicle. I tried to call again several times today and got no answer.The loan on the vehicle was around $24,000 after I put a $5,000 down payment on it. I want them to buy back this vehicle and refund my $5,000 down payment as well as the extended warranty that I paid for. I also installed a tow hitch and had the front windows tinted at a total of approximately $100. I also spent $35 repairing the front driver side tire. This does not include the inconvenience of me having to find someone to jump start my vehicle three different times.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Billing Issues

  Status:

  BBB unable to locate business

  More info

  Date of Transaction:- Lease Origination: April 4, 2019 | Dates in Question March 30, 2023/April 1, 2023 Money Paid:-$13,683.11 What business Committed to Promise You:-To apply my payment to my ***** Auto Account clearing that account/To generate paperwork for the title of the vehicle What the nature of the dispute is:-Subaru did not send the money to ***** and clear the account. I had to shuffle things around and free up the balance on a credit card to pay the remainder of what I did not have on hand. My plan was to transfer this balance to an interest-free card since I had good credit; then I would quickly work this balance down before interest kicked in. Subaru's delinquency has had a dramatic negative impact on my credit report that now makes it so I cannot transfer that balance. I now have accrued a large amount of interest on the card I freed up due to their negligence, and I would like to see that money back. They also neglected to provide me with the mailed title paperwork, but that issue has since been resolved.I would like to discuss a refund of the interest if possible as well as a restoration of the credit dings due to auto payment delinquencies.Whether or not the business has tried to resolve the problem:-I called Subaru many times over the months to resolve the issue. Each time I was told that it would be resolved that day. This was not true until late July. ***** Auto was contacting me throughout this duration to check in on the account, but since they cannot speak directly, I was the one contacting Subaru.~July 18 (I can verify the date when I get home) I was contacted by ***** Auto mentioning the car was out for repossession due to delinquency on the account. Only then did Subaru overnight the check of my payment from March 30 to ***** Auto. The ***** Auto account has since been cleared, but the damage has been done.Account/order/number: ***** Account #**********, ********************** Deal #***** I have paperwork from March 30 if needed.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My wife and I purchased a Subaru Ascent from the dealership at the end of May 2023 via the "******* to Your Door" program, which is advertised on the front page of the dealer website.After tax, the vehicle cost nearly $28,000, which we've been advised was a fair market price for the vehicle and it was sold as is. The photos of the vehicle on the website that were provided to us looked fine, showing no cosmetic defects. At no time during the purchase process were any cosmetic defects described to **. No virtual tour or walk around was offered by the sales person during the process. As a buyer, we were under the assumption that we would be receiving a vehicle in great cosmetic condition.Upon arrival of the vehicle, there were numerous cosmetic defects including dents larger than a quarter, scratches or areas of finish defects larger than 6 inches on both the hood and rear quarter panel, and a defective daytime running light on the headlight (which can only be repaired by replacing the entire headlight).After lengthy correspondence and attempts to find a resolution, or at least a compromise in repairing the defects, the general manager at the dealership ultimately declined to offer any assistance. I also attempted to reach out to their advocacy team, ******* CARES, with no luck. The only help that they could offer was to put us back in contact with the general manager that had already declined to help.As a compromise, the only repair that we were hoping for assistance on was the replacement of the headlight, which costs upwards of $800-1000 to have it replaced.As a customer, we feel that we've been duped and that the vehicle was not adequately described to us throughout the purchase process. I do not feel that it is a good business practice to offer the online buying service and deliver vehicles in a condition that was not as-described. I would like the dealer to formally respond with a plan of action on how they plan to assist.

  Customer response

  06/23/2023

  I assume the general manager saw this complaint and he reached out to me directly to resolve the issue. It does not appear that the dealership has replied to the complaint, but I am happy with the outcome nonetheless.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2015 Subaru WRX from ********************* Subaru in Ft. Wayne on July 9 2021. The Carfax looked good and the car only had ******* miles. I was already putting down more than I could really afford so I opted to not purchase the extra warranty. Nine days later the clutch went out and car was immobile. I called and talked to them and because I purchased as is they said I would have to pay for the repair. $2250 total. I payed it. Had it repaired. Now on January 6 2022 the transmission/clutch has went out again. I called and was told the only thing they can do is look at it after I pay to have it towed there and if it needs repaired it would have to be payed out of my pocket again. I feel like they should be completely responsible for all repairs. According to the Carfax they replaced the transmission in April 2021. Then replaced the clutch for me in July. Even if I didnt purchase warranty at the time of sale their services should have some kind of warranty. Apparently someone in service department is not doing work correctly. The transmission isnt even a year old and the new clutch has less than ****** miles on it.

  Business response

  01/22/2022

  Hello ****************, 

  
  We are sorry to hear you are having problems with your ************************************************** on your behalf, just so we are all on the same page I am happy to share what was discussed. A clutch is considered a wear and tear component.Estimates on how long one should last are tough to determine as everyone drives differently. The *** is considered a performance vehicle and in our experience driven accordingly. In order to determine what caused the failure we would need to see the vehicle. If the failure is determined to be a defective part from your previous repair a 12-month ****** parts warranty would cover the cost of the repair. If it is determined to be driver related the repair would not be covered. Unfortunately, there is no way for us to know without inspecting the vehicle.

  Respectfully,

  Subaru of Fort Wayne

• Initial Complaint

  01/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Was told by the sales person ***** at ********************* Subaru on *************. and the finance manager ***** that we had to purchase the extra "add ons" and we did not have a choice even when we told them we did not want the LoJack option. They told us if we didn't get these options then we could not purchase the vehicle. We were coming with cash to purchase a nice used car and were very disappointed at the shady way the employees went about the sale. We found out once we got home and looked into these add on's that the consumer protection agency states that it is against the law to force a customer to purchase these add on's above what the advertised price of the vehicle is. I went back into the dealership the next day to see if I could speak to someone about this and see about possibly cancelling the LoJack subscription because I had decided it was not something I wanted on my vehicle. The employees were not accommodating and I was told that they could not do anything and if I didn't like it then I didn't have to purchase that particular vehicle or even do business at their dealership. I will never do business with this dealership again, very dishonest and shady and mislead me into believing I could not purchase the vehicle I wanted to purchase if it did not have these items.

  Business response

  01/13/2022

  Hi ************************

  
  I am sorry to hear your experience was less than amazing as we pride ourselves in honesty, transparency and in customer service.I will be mailing you a simple cancelation form. Please fill it out and mail it back when completed, we will process the cancelation.  
  

  This will void the use of the product and the insurance policy.
  

  We apologize for any misunderstanding,
  

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

  Customer response

  01/14/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory if the cancelation of Smartlink/Lojack includes a full refund of $499.00

  
  

  Thank you.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a used motor from Subaru. I experienced cooling issues with it when I drove it on the interstate within two weeks of getting it back. I then dropped the car back off at the dealership to have them investigate the issue. I received a phone call later that day letting me know my car was good to pick up. I understood them to say that the thermostat and thermostat gasket were replaced under the warranty of new new used motor, but there was a coolant pipe that needed to be changed out and it wouldnt be covered under the warranty and that the pipe would take 2 to 3 weeks to arrive. I then told them to go ahead, and they said I could come pick up my car and that they would let me know when the part came in. That weekend I attempted to drive my car to ********, ******* and it broke down outside of *********, *******. I called them and let them know that the transmission was slipping very badly, all the warning light are now flashing on my instrument cluster, and I can smell coolant. That Monday I called about getting a loaner car and about them taking care of my tow bill. They said that would be fine.A week and half later I heard from the dealership. They stated that because of the cooling issues coolant was pumped into my transmission, the transmission was totaled, and it would be 4 thousand dollars to replace the transmission. Moreover, they werent 100 percent sure of the motor had been damaged since they couldnt drive it. I requested to have a face-to-face meeting with the service manager and the *** I had a meeting today (11/3/21) with just the service manager where he admitted that they did not warn me to not drive the car, but because I knew it was having ******* issues, it was my fault the transmission is totaled and that they would not eat ************************************************************************************************************************************************************* a new transmission free of charge.

  Business response

  11/10/2021

  Subaru of Fort Wayne would like to help Mr. ****** with his vehicle. We do however feel that Mr. ****** ignored all of the warning signs in front of him and continued to drive his vehicle while hot creating extensive damage to multiple components.
  Mr. ****** was made aware that the repairs being made to his vehicle were incomplete. He chose to take the vehicle and planed on returning when the parts arrived to complete the job. Mr. ****** stated during phone conversations with dealership employees the vehicle seemed to be running ok in town,but the temp gauge was close to the red, warning lights on the dash were on,and the vehicle was shaking at highway speeds.
  At this point the total damage is unknow. The transmission and radiator will need to be replace before the damage to the motor can be determined.Subaru of Fort Wayne is willing to help Mr. ****** discounting the labor rate by 50%.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a car and extended warranty from Fort Wayne Subaru on 8/21. When I checked my oil on 8/27 I was two quarts low. I brought the car in and asked about the service warranty and after diagnostics they said the $2000 quote would not be covered by the warranty. After two more trips to the Subaru service shop with oil low they performed an oil consumption test and found my car went through 1/2 a quart of oil in 300 miles. I sat in the lobby for 4 hours waiting for the GM to approve a short block swap, which would be covered by the extended warranty. At that point Management stepped in and refused to honor the warranty. After referring to my car's manual I found that anything over 1qt/1200 miles requires me to call the Subaru dealer (which I did). I presented this info as well as a Subaru service bulletin to the Jacob the service manager. Jacob offered to buy the car back or honor the warranty. But they can't tell me any info: how much I'd get back, a copy of my oil consumption test, quote on what it would take to fix, what effect that would have on my credit, etc. I asked Jacob what the process would look like to buy back the car and he passed me on to Bill the GM. It has been 3 weeks and 5 calls as well as a detailed email with my questions and they refuse to respond or even put anything in writing. I don't know how they expect me to make an informed decision without that information. Or even how to get this process started without them returning any of my attempts to contact them.

  Business response

  10/25/2021

  On 08/21/2021 ******* ****** and Reed ***** purchase a 2013 Subaru Forester with 151913 miles on it. This vehicle was sold / purchased as is – no dealer warranty.
  On 08/31/2021 the customer returned (152314 miles) to the Subaru service department with a low oil light on. Upon inspection it was discovered that the cam carrier seals were leaking. This repair was not covered by the “WHEELZ” vehicle service contract purchased at the time of sale as stated under the exclusions section of the contract line 23. Dealer agreed to cover $1000 of the $1900 bill / invoice as a gesture of goodwill.  
  On 09/20/2021 the customer returned (152413 miles) stating lost 3 quarts of oil, low oil light stays on, sees spots in driveway. Customer also states vehicle has not run right since purchased. Technician found faulty engine oil pressure sensor (replaced), oil was changed.
  On 10/06/2021 Customer returned (153098 miles) stating losing oil quickly, oil does not register on dip stick. Oil was topped off; pan plug was marked with paint marker to rule out tampering. Customer was asked to return after 300 miles to monitor oil usage. Later that day I received a call from Mr. ***** who wanted to discuss the vehicles recent repair history. It was during this phone call I gave Mr. ***** the option to return the vehicle and reverse the transaction.
  On 10/11/2021 Customer returned (153427 miles) to have the oil level in the vehicle checked. We found the vehicle had burned roughly a half quart of oil in 329 miles.
  On 10/23/2021 Mr. ***** called, we spent roughly 45 minutes on the phone reviewing a list of his concerns. I had Jacob (Service Manager) call him back a few minutes later to help answer service specific questions I was unfamiliar with.
  Items discussed:
  Returning the vehicle
  Using the vehicle service contract for repair and the "WHEELZ" contract limit of liability
  Maintain the oil level and continue to drive the vehicle
  Failure to maintain oil level would void the option of returning the vehicle
  Return option runs out close of business 11/01/2021
  At this point I am unclear on what else we would have to offer. We have been in contact with the customer and discussed all options listed above in great detail.

   

  Customer response

  10/26/2021

  Thank you for your help. Getting this information in writing is what I needed to move forward. Bill still hasn't returned any of my calls, but this is progress.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  09/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I dropped my car off there almost four weeks ago last Friday. I dropped my car off to get the head gasket fixed. They broke some parts in my motor and let me know it would be months before they get those parts in. They then recommend installing an engine from a junkyard to replace the motor they broke. The service manager told me they would have the motor in the next couple of days, and I should be good to go. That was two weeks ago, and they still don't have the correct motor in the shop yet for my car. The parts department told me that they didnt have the right engine because of payment issues.This week I got call telling me my car is done and that my **** is 7k. I let them know that before they broke my motor, my quote was 4k. After breaking my engine, the service manager told me that my **** would be less than the original quote to put in a used motor from a junkyard. I then requested someone give me a call to discuss this **** because I'm not paying 7k.

  Customer response

  09/21/2021

  The name is ********************* Subaru of Fort Wayne.  The address is *******************, Fort Wayne, IN 46808.  

  Business response

  10/09/2021

  Hello BBB,

  I believe Mr. ****** filed this complaint prior to picking up his vehicle, it is my understanding that any misunderstanding was resolved at that time.

  Thank you, 

  Fort Wayne Subaru

  Customer response

  10/12/2021

   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.  They still treated me terribly and I wont go back, but the issue has been resolved. 

  
  

  Thank you.

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Made the 50 mile drive to Fort Wayne for Subaru expertise on my 2014 Forester AC problem on 8/21/21 . After several hours their recommendation was a total AC components replacement of compressor and condenser at $2562.73. This diagnosis cost $141.75 with tax. A local mechanic at Muncie Imports and Classics was able to find the problem in about 15 minutes ( a $17 relay). After informing the dealership of the error, no attempt was made to reimburse me for the misdiagnosis. In fact, they claimed it was my fault for not letting them change out the whole system as they suggested, as in that case the diagnostic fee would have been waived. The dealership's recommendation would not have fixed the issue, and they would have still needed to change the relay (not mentioned in their estimate). They either intentionally tried to overcharge me for unnecessary repairs, or simply missed the diagnosis completely, either resulting in a service visit that yielded no useful information.

  Business response

  09/28/2021

  Hello Mr. *********

  Fort Wayne Subaru would like to apologize for any misdiagnosis that may have accrued on your last visit.

  We will be issuing a full refund as requested. I will also be sending a $100 gift card that can be used toward future services.

  Respectfully,

  Bill ******

   

   

  Customer response

  10/05/2021

   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, assuming they actually follow through on their commitment .

  
  

  Thank you.

*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. ↩