ComplaintsforSubaru of Milford, Inc.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I leased a new Subaru outback December 5th 2020. Three year 36k miles, to be returned December 5th 2023. On April 19th I went in to have the car inspected and they said it was close enough for pre paid service. So they did the inspection which passed, sticker was on the car, and the scheduled service was done. When done the guy had a model of car tire, he pointed to ware on the edge and told me this is what is on my car and I need to buy new tires because they can’t do an alignment. I said I will not buy tires for this car. The service manager came out and one of the other guys said the tires are 30k mile tires Yokohama blue earth. My lease is for 36k miles! The manager went out and felt around two of my tires, he told me he will see what he can do. I called him the next day because I hadn’t heard, he said he was having trouble getting ahold of his management. It’s now a week later and no call. When this happened my car had 28.7k miles, not even at 30k yet, so my tires are now unsafe. I should not have to buy tires for this car. This is the second lease I’ve had and no problems with the first lease. They never told me 30k rated tires were on the car when I got the lease. If they did I would not have gone through with the lease. I would like them to put new tires on the car, no cost to me. Then I’ll return it in December when the lease is up. Or if the will not install new tires, I want to end the lease now with no early release charges! Right now I have 30k rated tires that ware prematurely. My lease is 36k miles, these tires won’t go that distance safely!!!

  Business response

  06/13/2023

  Mr. ******** Brought his 2021 Subaru Outback with 28704 miles in on 04/19/2023 for inspection and it was noted at that time that the vehicles tires were noted to be worn thin on treat on the inner edges and recommend replacing before winter months. Mister ******** demanded at that time the tires be replaced free of charge to him. Tires passed for states inspection at this time and vehicle was safe to drive. He continued to be difficult and aggressive about this and demanded we cover them. I instructed him to contact Subaru customer service to see if he could get any assistance from them.

  Customer response

  06/15/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: 
  

  On April 19th I went in for an inspection sticker for my Subaru Outback. The guy said I’m almost due for prepaid service and they have time to do it now. This was a 36000 mile lease 28704 on the car at the time. When the service was over the service guy brought my intention to a small flat tire model on his desk. He then told me the tires were worn on the inner edge and that I needed to have new ones installed! I asked then why did the car pass inspection, he said that’s not the problem the car can’t have an alignment done. NOTHING WAS SAID ABOUT THE TIRES NOT BEING SAFE IN THE WINTER!
  I then asked him why would this happen with only 28704 miles on the car. He said the Yokohama tires are rated at 30000 miles.  I then asked why would you put a 30k mile tire on a 36k mile lease?
  At this point a group of the service people were standing around, one was Chad the service manager (I found out later). Another reiterated the tires were 30k mile tires in a sarcastic tone.
  I had a previous three-year lease same terms and ALSO an Outback!
  Normally when a problem is found on a car the service department will actually show you the problem using the tires from your car, not some little model on a desk.
  Chad offered to see what he could do, (NO ONE SAID I NEED TO CALL CUSTOMER SERVICE) he and I went out to the car and he felt around the inner portion of the two tires on the driver’s side. He then told me he needed to make a call and will get back to me in a couple of days. This was Wednesday April 19th, I hadn’t heard from him so on Friday 21stI I called Chad back.
  He told me the people he needed to talk to were at meetings and he couldn’t get hold of them. I waited another week for a response and then contacted BBB.
  I did some research and found out the Yokohama AVID GT 225/65R17 120H ( This tire is rated at 65000 miles!!!!) What is going on?
  Their response statement never mentioned the fact that said the Yokohama tires were rated at 30000 miles? They also said I was belligerent hostile and aggressive, not true I was surrounded by a group of service department personnel butting in while having a conversation with the agent I was working with.

  The tires are rated at 65000 miles Subaru purchased the tires they think they failed at 28704 miles, therefore did not last the 65000 miles. This is between Subaru and Yokohama not me! Their statement continues with false information, lies! I also never made the free of charge statement, I said I was not buying the tires. 

  Once again I never got a response from them. I will be at the 30000 mile point on my lease July 5th, so according to what they initially told me the tires need to be replaced now, only rated at 30k miles, therefore unsafe. If they continue to insist I put new tires on a lease car with only 6000 miles left on the lease then I want to return the car July 5th and end the lease early with NO PENALTY EXPENSE TO ME JUST PAID UP UNTILL JULY. Or I  just return the car on December 5th at the end of three years.

  Sincerely,
  
  ****** ********

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