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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Wanting the quality and longevity of original Subaru parts, I chose to purchase the most expensive replacement part from the dealer. The bearing I received came in a brown box wrapped in brown paper without any factory Subaru branding on the bearing or packaging materials. I was immediately suspicious but trusted the authenticity. I got the bearing installed.Three months after installation, my car failed the required annual state safety inspection due to a faulty or defective wheel bearing. In order to pass inspection and legally drive my vehicle I had to pay for another bearing to be installed at the garage.The dealer is refusing to give me a refund.
Business response
01/12/2024
The customer needs to communicate with *********************************** / Genuine ************ who actually sold them the part. We are just a supplier. All parts sold are covered by the Genuine Subaru parts warranty, so if the part is defective, the customer may visit their local dealer to get it covered.Customer response
01/13/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
This business participates in a 3rd party, middle man reseller program. Unbeknownst to the consumer when purchasing parts. The failed part was shipped from this dealership. Subarupartsdeal.com has only given this reply multiple times:You must provide details of why you areTwo options exist to process your warranty claim.
Option 1: Visit your local dealer's service department to confirm the defect in a written diagnostic report. Please send the diagnostic report to ************************************ Then we will issue an RMA to return the item for replacement.
Option 2: Please contact us for certified proof of purchase to provide your local dealer where you had the diagnostics done for replacement.These options do not resolve the defective, aftermarket, non-Subaru part complaint that I am trying to resolve!
I was sold a bait and switch bearing by your dealership through a middleman selling scam, it was not a genuine subaru part, it did not have any subaru packaging or or branding whatsoever, and want my money back for these illegal selling practices you are participating in!
IF I DO NOT GET A REFUND I WILL BE CONTACTING THE ATTORNEY GENERAL AND THE BUREAU OF CONSUMER PROTECTION! MY SAFETY WAS JEOPARDIZED WITH THE **** PART YOU SHIPPED!
not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
01/16/2024
The customer is mistaken. ********************************************* did not sell her the part. She purchased from SubaruPartsDeal.com. Regardless of the packaging or markings, Mastria Subaru sells ONLY Genuine Subaru parts. The claim that we shipped her an after-market part is false. It was a Genuine Subaru part and it is covered by *********** Subaru parts warranty for 12 months after purchase. Customer needs to follow the instructions provided to her by SubaruPartsDeal in order to be refunded by them. Customer may also dispute the charge with her credit card, if desired.
The accusations made against us in the most recent response are completely untrue and undeserved. Customer is *********** a refund for the part that failed. The refund will come from SubaruPartsDeal, where she placed the order.Customer response
01/17/2024
Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
As stated before, this dealer is the supplier of the defective, after-market auto part. Just because they participate in a 3rd party reseller, middle-man, scam does not alleviate them from responsibility! I purchased 2 bearings. The first came in an original Subaru box sealed in original Subaru branded packaging. The dealer is lying about the authenticity of the 2nd bearing. This faulty, after-market bearing came unbranded in a brown cardbaord box without any Subaru identification or markings. My original Subaru bearing lasted 13years! This aftermarket, unbranded bearing failed my state annual safety inspection after 3 months of use which is further proof that this bearing was NOT an original Subaru bearing! I want a full refund! I will send you back the inferior, after-market, defective, bearing in hopes you will not ship potentially lethal, sub-standard parts to unsuspecting customers!
FAQ
Regards,
*******
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