Complaints

• Initial Complaint

  04/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a used car from them on 3-22 wrote a check for 10,560. They cashed it the next day even though we didn’t even have possession until 3-31. Within 2 days the check engine light turned on, it turned off for a couple of days and when my grandson went to drive it, as he was driving the check engine lights turned on again. We took it back in on the 17 and they had it another week and half. We picked it up again on 4-27 I paid another $1,000. My grandson drove back home and the very next day the light went back on. I stopped payment on the $1,000 but they refused to pick up the car and refund my monies. Please help me I’m a 71 year old widow living on my SS and pension. Thank you in advance for any assistance you can provide me with, **** * ******

  Business response

  05/30/2023

  To Whom It May Concern:

  We do have their vehicle back in our Service Department.  We are addressing their concerns.  We had to order in a part from Subaru for one of their concerns.  We have diagnosed her engine concern and are waiting for the extended warranty company to respond to the recommended repairs.  We are taking the necessary steps to repair their vehicle per their extended warranty.  They purchased an older vehicle with over 100,000 miles.  We did do a vehicle inspection prior to selling it, and it met Missouri standards.  Unfortunately we can not see if something might happen in the future.  That was part of the reason for them buying an extended warranty.  They were smart in protecting their investment.  At this time we don't see that we did anything to allow for a buy back.  Customer is more than welcome to reach out to me at any time.  *** ****** *** ******

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2022 Subaru Outback (new) from Van Subaru at the end of August 2022. From the first day, I noticed some shuddering and slight lunging when coming to stops (particularly on an incline). At first I thought it was simply a matter of getting used to a different car. The lunging didn't happen every stop, and sometimes the sensation was only felt through the pedals. But often it was strong enough that passengers could feel something was wrong. At the first oil change, I brought up the issue and was told that nothing was found by the technicians. The lunging feels like it has been more noticeable recently, and because of that (and a couple of other issues with the car) I took it to the dealership to be looked at. They kept my car for two days, gave me a loaner (which drove perfectly), and then told me that the issue I have been having was due to a known problem in the car. The quote from the service report is this: "Subaru ha[sic] this as known problem. Have a temp fix lf[sic} updating trans control module. This TCM is already updated to most current program. If this a lot worse we can replace transfer clutches, but will happen again. Want to wait till permanent fix is out." I was not made aware of this issue when they sold me the car, and was told that the issue would potentially impact any trade in value they would give me on the vehicle. The sales manager also seemed to blame the service associate for letting me know details about the situation. I am angry at the deception during the sale of this car. A new car shouldn't come with known problems. Or customers should be given the information at least, to make a judgement call themselves. I would have passed on the purchase if I had known. I feel like I was taken advantage of, and lied to so that the dealership could get rid of a problem-vehicle. I will attach the recent service report. Please let me know if there is anything else needed.

  Business response

  03/06/2023

  To Whom It May Concern;   We were unable to verify/duplicate the concern that she is having with her vehicle.  Based upon her description of her concern there is a bulletin check for the latest software update but that a complete fix has not been released.  We would be happy to have a technician drive the vehicle with her so she can physically show them her concern. And we can make sure that the bulletin out there is indeed for her concern.  She also has the option of trading in her vehicle if she wants to.  She can reach out to me and we can discuss her options or I can have the General Sales Manager reach out as well.

  Sincerely,

  *** *****

• Initial Complaint

  12/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from Van Subaru 21 September 2022. At the time I was informed it would take 10-14 business days to receive the Title and associated registration paperwork from the dealership (I was provided a temporary registration and tag). It is now 21 Dec 2022 and I still have not received the title/paperwork from the dealership. They have continued to provide temporary registration but have been unable to provide me any projected date of when I will actually received my Title. They have been so delinquent on the title that I have moved out of the state (unrelated) and have paid off the lien on the vehicle.

  Business response

  12/27/2022

  To Whom it May Concern:  

  We have reached out to the State of Florida.  They have told us we should have the title in the next 4 to 10 Business Days.  We have offered to pay any late penalties at this time.  I will personally reach back out to customer and see what can do.  *** ***** 

  Customer response

  01/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  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.
  Regards,
  ***** ******

*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. ↩