Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mar 1, 2023 my car was brought to Subaru for a detail and service. Upon dropping it off I spoke with Christine the service manager and asked if there were any coupons that could be applied to my services and she said she would make sure one would be added. Later that day around 10am my advisor Andrew called to let me know that some additional services needed to be done and after we hung up I had a question so I sent him a text through the number to communicate and he never responded. Around two they called to let me know that recon wanted more time with my car to remove some stains and that it would be an additional forty dollars. They offered me a loaner for the night. I asked Andrew how my service went and asked if there would be anything I needed to worry about in my multipoint he kind of hemmed and hawed and I asked him if my rear breaks were in the yellow and he agreed. Upon picking up my car the next day I was not checked out by Andrew and did receive my keys at check out I had to ask for them and they had to find them. I was most excited for the detail and thought all went well until I got home and realized i was missing items from my car. I called the dealership and spoke to Andrew who said he would check recon but didn’t bother to ask what he was looking for. I called again on Monday and spoke to Christine who swore up and down I wasn’t missing anything. Finally on Wednesday I spoke to Darren who said he wouldn’t check but i couldn’t be missing anything it all got put back. The next day when I spoke again to Darren he asked what he could do I asked that he refund some of the money i spent on these services as I was extremely unhappy and at a loss of personal Items. Darren offered gift cards up and down but I told him I never wished to do businesses with his dealership again and that I wanted a partial refund. Darren thought this entire ordeal was worth 50 dollars when my services were over 1200

  Business Response

  Date: 04/08/2023

  I spoke to Miss **** after my Care reps followed up with her about her recent appointment. I understood her concerns and offered her a larger service credit for her inconvenience. She declined and I told her I could offer something smaller to cover her lost items. She wanted something larger for the service miscommunication. The service was completed with no complaints other than the communication. I believe the amount she received was sufficient based on the items she said were missing.  

  Customer Answer

  Date: 04/10/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: the monies given in return for the poor services provided and loss of goods doesn’t even cover loss of one item. 
  
  Sincerely,
  
  ********* ****

  Business Response

  Date: 04/13/2023

  I stand by my original offer

  Customer Answer

  Date: 04/13/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: I have not cashed the check and stand by the fact that I received poor service and that your recon team lost or destroyed approximately 300 dollars worth of my personal items that you state were coffee mugs and Tupperware. 
  
  Sincerely,
  
  ********* ****