Complaints

This profile includes complaints for Subaru of America, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Subaru of America, Inc.

  1 Subaru Dr Camden, NJ 08103-2204

• 

  Subaru of America

  500 Park Blvd Ste 255C Itasca, IL 60143-3126

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:04/12/2025

  Type:Sales and Advertising 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.

  My new 2025 Subaru BRZ had four crease-like dings on the edge of its aluminum hood that went undetected for a week due to the location of the damage and the light color of the car. (silver). with 100 miles on it was repaired by a auto body specialist trained and equipped to repar aluminum auto body panels with paintless dent removal (PDT) . It was repaired perfectly and the bill was submitted to my service manager to Subaru who issued a $200 service credit good for a week. What a disgrace, I want $500 in the form of a check made payable to me to cover the cost to have my brand new vehicle repaited that was damaged somewhere between the factory and the dealer. I will accept no less.

  Business Response

  Date: 04/14/2025

  ******,

  We are in receipt of your complaint and apologize for this experience with your vehicle. If there are any factory defects with any of our vehicles, our service departments would have to inspect the vehicle to confirm the defect. Once the defect is confirmed, service would then perform the necessary repairs. These repairs would be covered a vehicle's active warranty coverage with no out of pocket expense to the customer. ******************** does not recommend using a 3rd party nor will reimburse if a customer chooses not to have the repairs done at a Subaru retailer where the vehicle has coverage. What was previously provided due to this experience will be the extent of what Subaru of America is offering.

   

  ***** ***** l Sr.Customer ******************* Advocacy l ********************** l ************ 

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair 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.

  In May 2024 my 2019 Subaru Forester broke down on Interstate 5. After towing it to an independent mechanic, it was determined the engine had seized. The vehicle had less than 31K miles and I had owned it for 4 years, 11 months. After confirming with Subaru my vehicle was still under the engine/powertrain warranty, I had to have my vehicle towed to the dealership in ***********, **. After examining the vehicle, the dealership confirmed the issue, but in order to verify the repairs would be covered under warranty, an "Independent" ********* had to examine the vehicle, per Subaru's policies. Eventually a second ********* was required to examine the vehicle. I was assured by the service **** while somewhat unusual, it was a hoop that had to be jumped thru, and eventually the repairs would be completed.After 5 weeks, I was eventually informed that Subaru of America had declined to make the repairs under warranty, indicating there was an extended period between services at 16K and 24K miles. When I contacted Customer **** assigned by ******************** to my case, I was given the run around. I made several verbal/written requests for copies of the "independent " ********* reports, I was advised these could not be provided. Eventually, Subaru of America stopped all communications. I was then forced to pay for the repairs with the dealership.Thru out this process the Sangera Subaru dealership, ***********, ** was extremely helpful. My complaint is with Subaru of America for failing to honor the warranty for their product.

  Business Response

  Date: 04/10/2025

  Hello, 

  Mr. ******* 2019 Forester was presented to our retailer Sangera Subaru on 05/16/2024 with a failed engine. In order to submit for a warranty claim, the retailer must send to Subaru of America (SOA) the service history for the vehicle. Our warranty and maintenance booklet states that the customer is responsible for following the maintenance schedule which includes changing the oil and filter every 6 months or 6k miles whichever comes first. It is also recommended for the customer to check and maintain the engine oil level between these services. Per our warranty and maintenance booklet for this 2019 Forester "These warranties do not cover any part which malfunctions, fails or is damaged due to a failure to follow the operating instructions set forth in the Owners Manual (e.g., failure to use proper fuel) or a failure to follow the Schedule of Recommended Inspection and ******************** set forth in this Booklet". When an extended interval in service was found between 06/09/2022 (****** miles) and 09/09/2023 (******), the retailer contacted SOA for assistance as they believed it was possible that a lack of proper maintenance may have contributed to the engine failure. We do not deny warranty claims based on submitted records alone and it was determined that an engine teardown would be required to see if a warrantable defect was found or if the condition of the engine agreed with a lack of maintenance. Our field staff member assisted the retailer and determined that an unbiased third-party inspection should be performed. The engine needed to be torn down first, and it is SOA's policy to have the customer authorize teardown until we can determine if the failure was due to a defect in materials or workmanship or was due to lack of maintenance. Mr. ***** authorized the $2500 cost for engine teardown and was advised he would be refunded if a warrantable concern was found. After the engine was torn down and inspected by a third party, the data was shared with our field staff and technical advisor. It was determined that the engine failed as a result of not checking and maintaining proper fluid levels between changes. A manufacturer's defect was not found. Even though this engine repair could not proceed as warranty, SOA likes to help when appropriate. Mr. ******* loyalty to Subaru was considered and our field staff approved covering most of the $9842.36 repair as goodwill assistance from SOA. Mr. ***** had already authorized $2500 for engine teardown and would only be responsible for an additional $775.52 approximately. Mr. ***** agreed to this, and the repair was completed. Mr. ***** reached out to the customer advocate for his case and requested reimbursement for a rental vehicle provided by Enterprise and a stay at Comfort Suites as his engine failure occurred while on a road trip. Reimbursement for rental or hotel stays are generally not reimbursed on non-warranty repairs, but the advocate again considered the customer's loyalty and mailed a check for $936.78 to cover the expenses as a goodwill gesture. Regarding the inspection report requested, these are internal documents to Subaru and are not shared with customers or retailers. Any information needed regarding the repair made and the reason it did not proceed under warranty would be found on the repair order from the retailer. We realize this was a a difficult situation that Mr. ***** faced, and we believe we did what we could to assist him with his repair. Please let me know if any more info is needed.   

  *******
  Subaru of America, Inc.
  Sr. Customer Advocacy Specialist 
  Customer Advocacy Department
  

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair 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.

  I own a Subaru Forester (VIN #: *****************)There was a brake line related safety recall on my vehicle in 2015 (NHTSA Recall No. 14V-830)On 3/31/25, I was driving my car and instantaneously the brakes failed. I had to pull over and go to the nearest mechanic - AC Auto in ********* MA. They inspected the issue and identified it to be a brake line failure. They fixed my car and the cost of the job was $507.56.I went to the Subaru dealership to highlight the failure and ask for a reimbursement, who suggested I contact Subaru of America to get a resolution. I gave them a call and explained the situation. They said they would call me back in 48 hours. The next day I received a call from the legal team who said, If this was a job completed at the Subaru dealership, we would have reimbursed you. But since it was done at a 3rd party mechanic, we cannot offer **************** mentioned above, the brakes failed instantaneously, creating a safety issue due to a part that has been identified as faulty in the past by the *****. I had no other option but to pull over to the nearest mechanic, as continuing to drive my car to the dealership would have put others and myself at risk.I would like the BBBs assistance in getting a reimbursement on this job worth $507.56.

  Business Response

  Date: 04/03/2025

  I am so sorry about this experience. I want to thank you for taking all the time to share each experience with us. I have forwarded your experience(s) to our regional offices that work directly with this authorized retailer to improve all aspects of the customer experience. This will also get logged into our customer/retailer services database. We usually document this information with the intention to continually track, review and consider the performance of Subaru products and services, always with the intentions of improving as an organization. 
  
  In this case this will be customer pay as this was not processed at an Authorized Subaru Retailer. Thank you for your understanding.

  Customer Answer

  Date: 04/03/2025

  
  Complaint: 23152880
  
  I am rejecting this response because: The car broke down due to a safety issue and there was no way to drive the car to an authorized dealership without causing significant safety risk. They have to take accountability and reimburse the cost of repair.
  
  
  
  Regards,
  
  ****** *****

  Business Response

  Date: 04/07/2025

  Goodwill assistance, which Subaru of America is not required to offer, would only have been considered if the repair had been performed at an authorized retailer. At this point, Subaru of America is unable to pursue this matter any further, as we have explored all possible options available to us regarding this situation. 
  
  This matter has been examined at our highest level.
  
  
  Thank you for your understanding.

• Initial Complaint

  Date:03/31/2025

  Type:Billing 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.

  I am writing to report an ongoing issue involving fraudulent charges made by Subaru, which I believe are a clear case of theft. We purchased a Subaru in early 2020, but we sold the vehicle in June 2022. After the sale, we took multiple steps to ensure that all Subaru ******* services were terminated. Over 20 times, via both phone and email, we notified Subaru Annapolis that we no longer owned the vehicle and requested that all services be *********** my surprise, I recently received a notification from American Express about monthly charges for Subaru Starlink, which have been occurring for nearly a year. These charges were never authorized by us, and given that we havent owned a Subaru for almost three years, they are clearly fraudulent. Our financial information was taken without our consent, and funds have been stolen from us.When I contacted Subaru to resolve the issue, they directed me to Starlink, which is entirely unacceptable. We never engaged with ********, never provided any login information, and certainly never authorized any charges. All payment information was provided directly to Subaru, who failed to safeguard it properly. As a result, Subaru is fully responsible for allowing these fraudulent charges to occur.I am requesting immediate action from Subaru to reverse all charges, provide a full reimbursement, and offer appropriate compensation for the theft of our funds. This situation involves clear fraud, and Subaru must take responsibility for their role in allowing this to happen.Thank you for your attention to this matter, and I look forward to your assistance in resolving this issue.

  Business Response

  Date: 03/31/2025

  Good afternoon,

   

  Thank you for contacting Subaru of America **** This case has been assigned to me for further review. I will be reaching out to the customer directly. Please advise of any questions. Thank you!

• Initial Complaint

  Date:03/25/2025

  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.

  Entered by BBB staff AT. The consumer began a 3-year lease in September of 2022 and paid $5,000.00. On the first day with the car, she had a problem with the sun-roof when a material fell out; with effort she was able to get it closed. There was also a problem with the steering wheel in that it had an uneven surface which made it difficult to steer and a problem with both back fenders in that there were not enough screws. These 3 items were repaired. In the spring of 2024, the air conditioning broke and the driver's side window would get stuck and could not be closed. The air conditioning was fixed and they said they fixed the window. In December of 2024, the window again was not working. In January of 2025, the display area over the radio with information stopped working. The consumer has been in contact with Subaru Of America regarding the ongoing problems and has case number 241130-1800470. The consumer would like a refund of the $5,000.00 payed at the time the lease began, end the lease early, and to return the car.

  Business Response

  Date: 03/26/2025

  Greetings, 

  We recently completed a review for *** *******. 

  We determined her vehicle does not meet the requirements for repurchase under Lemon Law in the State of ****. We are not able to offer a repurchase, or the early termination of her lease, as it is financed through Chase. 

  Additionally, the customer did take the vehicle in recently to have the window diagnosed, but stated she will not take the vehicle back in for the repair to be completed. We were able to complete an A/C repair in March of 2024, however, the retailer has not seen this vehicle more than that, except for a diagnostic attempt on the A/C a month prior to that, as well as the most recent time for the window diagnosis. The vehicle was leased 9/19/2022 and has 4 total repair orders with Subaru retailers. We are happy to repair the concerns but will need to be provided the opportunity to repair the customer's vehicle. She states due to the location of her residence, she will not be doing that. 

  We are not able to offer the reimbursement of this customer's down payment, and we will not be able to terminate the lease early. The customer was notified of this determination upon the completion of our review. 

  Thank you, 

  Customer Answer

  Date: 03/27/2025

  
  Complaint: 23108645
  
  I am rejecting this response because: I reject this answer. These people  are soulless and have history  of selling poor cars. I have  read many stories  at the bbb about them. Cracked windshields oil leaking  out of the car. This car is cared for kept in a garage  and should not have 6 different  problems  in 2 yr old car. Let me out of my lease. Driving  a car in the winter with the window  down is unacceptable.  Very unhappy cutomer
  
  
  
  Regards,
  
  **** *******

  Business Response

  Date: 03/27/2025

  Greetings, 

  We are happy to fix your window under warranty at any authorized Subaru retailer. The vehicle does not qualify for repurchase. I would recommend speaking with your lender on early lease termination options. 

  Thank you, 

  Customer Answer

  Date: 04/07/2025

  
  Complaint: 23108645
  
  I am rejecting this response because: Thank you. Let the record stand.  The consumers is still not satisfied  with Subaru  of America.  I want it to be public  record.  I also  will look into  your suggestions.
  
  
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On 3/23/2020 I brought my 2020 Forester in to have Subaru evaluate several cracks in the drivers side seat. After online research, I found a lot of others complaining about this same issue. I was told by SOA that they would only cover $300 out of $700 for this repair. I decided to do the repair because I value a well taken care of car. I believe that this should be a recall and covered in full.

  Business Response

  Date: 03/25/2025

  *** ********* 

  RE:  BBB of New Jersey complaint #********

  2020 Forester Sport with 73,064 miles

  Thank you for providing us an opportunity to respond to your inquiry regarding your Subaru.

  We are contacting you regarding your request that Subaru of America, Inc. reimburse you for repairs made to your vehicle in the amount of $400 due to "cracks in the drivers seat".

  After reviewing the matter, our records indicate that you have previously called and spoken with a Subaru representative who informed you that your Subaru was outside of any potential warranty coverage for this type of issue by both time and mileage.  In addition it looks as though the individual that you spoke with has already provided $300 towards the repair in the interest of goodwill and customer satisfaction which you accepted on 3/20/25.  

  Subaru of America, Inc. would not be in a position to provide any additional goodwill towards the cost of the seat repair at this time.

  Thank you for your inquiry.

  Should you have any questions, please contact us at ###-###-####.

  Subaru of America, Inc.

  Customer Answer

  Date: 03/25/2025

  [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,
  
  ****** ********

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair 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.

  My wife and I are disabled Seniors and purchased a New 202; Subaru Outback Touring XT, top of the line. Have no complaint with dealer. Complaint is with Subaru of America, Subaru ***************** et al. ** part of the vehicle I am to receive free 3 year **************** which has approx 8-10 safety features I.e. car health, car maintenance, car updates, issues etc . In order to get that you must go through MySubaru. After attempting to get into My Subaru using email, password, confirmation, VIN NUMBER, codes, , ALL REJECTED, invalid and VIN DOEST EXIST?! Spoke with **************** many times and they all told me to continue doing THE SAME PROCESS, over and over. ********************************************** and they blew me off, telling me to CONTACT CUSTOMER SERVICE,though I had numerous time. ** far as I am concerned, their package that comes with this vehicle is false advertising. There are many complaints about not being able to get into MySubaru online and no help from Subaru. Then, they ask me to verify my ownership of the car and submit multiple paperwork as proof? They must be kidding . My salesperson contacted them for me and they blew her off. I suggested they contacted the Dealer directly who could give them ANY INFO THEY NEEDED, they refused. ALL ASPECTS OF CUSTOMER SERVICE THROUGH CORPORATE HAVE BEEN USELESS AND UNCONCERNED.

  Business Response

  Date: 03/25/2025

  Hello and thank you for reaching out to Subaru of America, 

  I am so sorry to hear about your vehicle concerns. For your security we will need to contact you to send you a one-time code to access your My Subaru account for further diagnosis. Please let me know when a good time is to call you so we can further diagnose your concern. 

   

  Thanks, and have a great week ahead

  Joseph 

  Owner Solutions Team 

  Customer Answer

  Date: 03/25/2025

  
  Complaint: 23108531
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair 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.

  I am the owner of a 2015 Subaru **************** 2.5.Apparently, 1-2 years ago, Subaru of America decided to discontinue their partnership with *********. The explanation of the Aha System function follows and is taken from the Subaru website.Aha System Subaru models such as the Navigation-equipped 2013 Outback and Legacy models, and the 2014 Forester feature ********** The Aha system allows you to connect your iOS or Android smartphone to web-based audio programming through the Aha app. Aha is a free, cloud-based app that is as easy to use as a car radio. With Aha technology, Subaru drivers are able to access information and multimedia entertainment in the safest way *********** notice was given to customers of **********************'s intent to discontinue this application and without it the bluetooth connection is intermittent at best. Also, why is this description still on the Subaru website as of 3/20/2025? I sought help from Subaru of America's *************************** at least 4 times (case #******-1500360), to no avail. I was told to go to to a local Subaru ************** to have it serviced. I did and the dealership was unable to help. My last communication with my Subaru case manager was very upsetting. I was told that the problem I was having is no longer covered under warranty and that they can't help. Subaru was the one who discontinued the application well after the original warranty had expired without notifying customers. Since I have intermittent bluetooth connection, ****** maps intermittently stops working; I travel at least 2x's a year from ** to **. My handsfree connection is unreliable and UNSAFE; defeating it's original purpose as stated on Subaru's website: With Aha technology, Subaru drivers are able to access information and multimedia entertainment in the safest way possible.I am requesting a replacement of the now defunct *** application.Sincerely, ******** *********

  Business Response

  Date: 03/21/2025

  Greetings, 

  This particular vehicle is equipped with Bluetooth Technology within the factory Subaru Head Unit, as long as the consumer has a phone compatible to connect with the system. The Aha app is a third-party app installed on the audio unit. According to the notes, our Subaru retailer has recommended an audio unit replacement on this vehicle. We recommend this repair to get optimum usage out of the audio unit and Bluetooth capabilities. 

  This vehicle has been outside of all warranty parameters for audio unit coverage since 10/31/2018. We will not be providing any goodwill assistance towards repairs needed on this vehicle.

  Thank you,

  Customer Answer

  Date: 03/21/2025

  
  Complaint: 23095990
  
  I am rejecting this response because I am not satisfied with the response. The master technician at Capital Subaru in **********, *******; never mentioned the respondent to my complaints information. I was told I needed to purchase a new radio? I would like my vehicle to be at the very least checked again by a Subaru dealer and the fix that the respondent gave implemented.
  
  
  
  Regards,
  
  ******** *********

  Business Response

  Date: 03/21/2025

  Greetings, 

  Having the vehicle checked again by a Subaru retailer would be absolutely fine by me. I would love to follow along with that process to assist with anything they may need. Please let me know of your appointment time/date and retailer of choice, and I would be happy to work through that process. 

  Thank you, 

  Customer Answer

  Date: 03/26/2025

  
  Complaint: 23095990
  
  
  I am rejecting this response because: The person handling this complaint from Subaru has not even identified himself or herself. Who are you and what is you position at Subaru? The responses given have the feel of an automated response or possibly AI? The last response suggested that I let him/her/it know what dealership I will be taking my vehicle to, when, and the outcome of the dealership's diagnostic evaluation. How can I comply when no contact information has been supplied.

  The original response to my complaint referenced the fact that my Subaru was out of warranty. Yes, that is correct. Please note: Subaru discontinued the AHA app within the last year or two, so of course the vehicle is out of warranty.  I have read too many online complaints for the same issue and have experienced too many contradictory opinions from Subaru of America and Subaru dealerships (our own people don't know how to help - REALLY?).  I am not willing to travel another 65+ miles without Subaru of America guaranteeing compensation for my travel and any additional costs incurred to rectify this problem. Given all the online complaints, why does Subaru not have a remedy for this ongoing issue.

  Once again, the ********* app, integrated into Subaru vehicles, was designed to provide access to a variety of web-based audio content, including internet radio, podcasts, news, and traffic updates, through a smartphone connection, aiming to offer a safe and convenient way to access multimedia entertainment while driving. Seems like Subaru just chose to ignore all the customers who still drive older ********************** vehicles, and are at the very least greatly inconvenienced and in need of a replacement application for the ********* app. Sounds like you don't want to be bothered - shame on you Subaru!
  
  Regards,
  
  ******** *********

  Business Response

  Date: 03/27/2025

  Greetings, 

  My name is *****, and I work with the ********************* team here at ********************. You have been provided a case number per your previous correspondence with our team. Your case number is [Case: # 250204-1500360].

  Subaru of America will not be compensating for a trip to the retailer. If you'd like me to review for possible goodwill assistance, I am happy to. In your last correspondence, you stated you wanted the vehicle reevaluated. I am happy to work through that process with you and review the outcome for possible assistance towards the repair. Your vehicle does not have any remaining warranty that would cover an audio unit replacement or repair as it is far outside by time and mileage, so this would be a goodwill gesture, not mandatory assistance. This is also not a situation where Subaru of America would cover the entire expense due to the age and mileage of the vehicle, however, I would be happy to review for partial assistance towards the repair as a one-time Goodwill Gesture. This is not guaranteed and is not mandatory. Any partial assistance provided would be a gesture of goodwill. This would require the diagnosis from a Subaru retailer prior. 

  Your case was escalated to our ********************* team for review. However, per your previous correspondence with our team here in Customer Advocacy, they also advised you the vehicle does not have the capability for Apple Carplay and the Aha is an outdated option. Again, Aha is just an app on our system. It is completely run and operated by another company. Any updates on service or compatibility would need to go through ***. They also recommended you have a retailer evaluate the vehicle to diagnose your Bluetooth concern, as that is a Subaru capability and something we are likely to find a solution for. 

  The vehicle is outside of all warranty parameters. We are offering this option to you because you are a valued Subaru owner, regardless of the age of your vehicle. It appears you purchased this vehicle new. The warranty parameters and timelines were included in the purchase information upon the delivery of this vehicle. Anything provided to you outside of those parameters would simply be a gesture of goodwill from Subaru. If you choose to not move forward, I absolutely understand. 

  Thank you,

  *****

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair 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.

  Subaru of America (SOA) is refusing to honor the warranty on my car. In 2023 I purchased a 2021 Subaru Forrester VIN number ****************** It is still covered by the original manufacturer’s warranty, and an extended warranty. On December 29, 2024 the car failed, and would not move. Mileage was approximately 59,100 miles. I had it towed. I was informed that SOA would not repair the car; estimated repairs $12,191.49. The Mechanical Inspection Summary states: “The front differential suffered catastrophic damage due to a lack of proper lubrication, both in quality and quantity. DSQM suspects the CVT pulley to be compromised from damage as a result of the fluid intermix. The root cause of fluid being removed from the front differential and CVT being overfilled, was unable to be determined during the inspection due to the assembled condition of the CVT.” The differential gear fluid and the CVT fluid are separated by two seals. They cannot know the root cause because they can’t see inside the system. The FTC states: “dealers must be able to demonstrate that improper repair caused the damage that they refused to cover.”

  Business Response

  Date: 03/13/2025

  Dear Mr. *****,
  
  Thank you for the opportunity to respond to your Better Business Bureau complaint.
  
  The Manufacturer's Warranty provided at the time of sale is designed to cover repairs needed to correct defects in Subaru of America, Inc.'s materials or workmanship. It does not, however, cover malfunctions, failures, or damage resulting from external influences or any other causes beyond the control of SOA. The same policy applies to the Subaru Added Security Service Agreement that you purchased.
  
  After a thorough inspection by our Retailer partners at Fitzgerald Subaru of Gaithersburg and our technical experts at SOA, we have determined that the transmission and front differential failure in your vehicle was not the result of a manufacturing defect. Unfortunately, this damage was caused by an unaffiliated party draining the differential gear oil and subsequently overfilling the transmission.
  
  I am truly sorry that your vehicle was damaged due to another party's actions. I can only imagine how frustrating this experience has been for you. Because SOA values your loyalty as the original owner and a purchaser of the Subaru Added Security Agreement, I would love to offer uniquely Subaru Resolution. As previously discussed, SOA is willing to provide a $5,000 credit toward the estimated $12,191.49 in repairs recommended by Fitzgerald Subaru of Gaithersburg, contingent upon a signed Release. Should you wish to proceed, you and your co-owner can sign the Release via DocuSign. This offer will remain available until March 31, 2025.
  
  While I regret that I am unable to provide the resolution you had hoped for, I am grateful for the opportunity to explain our position and present this goodwill gesture. Please reach out if you have any additional questions.
  

  Sincerely,

  Charles ******

  Subaru of America, Inc.

  Senior Customer Advocacy Specialist

  Customer Answer

  Date: 03/17/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Dear Mr. *******
  
  
  I believe that Subaru of America (SOA) has misunderstood the law. The Federal Trade Commission (FTC) has an information page entitled “FTC offers tips on making the most of your auto warranty.”  The first two paragraphs of this document state the following: “Can a car dealer void your car warranty if you have someone else do routine maintenance on the vehicle? The answer is no, and the Federal Trade Commission wants to make sure consumers know it. Under federal law, it is illegal for manufacturers or dealers to refuse to honor a warranty or to deny coverage simply because someone other than the dealer did the car work. And dealers must be able to demonstrate that improper repair caused the damage that they refused to cover.” (emphasis mine). The dictionary defines the word “demonstrate” as “prove”.
  
  
  Mr. ****** states the warranties “does not, however, cover malfunctions, failures, or damage, resulting from external influences or any other causes beyond the control of SOA.” (emphasis mine)
  SOA has not proven this statement!
  
  
  The initial mechanical inspection after the car’s failure was at Fitzgerald Subaru in Gaithersburg, MD.  The inspection report states the following: ”Removed front differential plug and no fluid at all came out. Smells burnt and you can see the broken gear through the hole. Subaru field service rep came out to inspect. Confirmed no fluid in front diff, CVT overfilled. Subaru determined not a matter for warranty. Appears differential fluid was drained and never refilled. Recommendation is to replace CVT assembly.” (emphasis mine)  The dictionary defines “appears” as “to have the appearance of being”. Life is full of examples where things, events, and people seem to appear one way, only to find out with closer examination of the facts and with time, that those appearances were wrong.  Appearances are not proof.
  
  
  A Mechanical Inspection Summary by SOA’s District Service Quality Manager (DSQM) was performed.  The DSQM’s summary under the heading Inspector’s Opinion of Cause of Damage/Failure states: “The front differential suffered catastrophic damage due to a lack of proper lubrication, both in quality and quantity. DSQM suspects the CVT pulley to be compromised from damage as a result of the fluid intermix. The root cause of fluid being removed from the front differential and CVT being overfilled, was unable to be determined during the inspection due to the assembled condition of the CVT. “
  (emphasis mine). In other words, SOA’s own expert does not know the root cause, i.e. cannot prove, what caused the car to fail. The DSQM has an “opinion”, but cannot prove it. Thus, SOA has not, and cannot, prove that the damage was a result from “external influences or any other causes beyond the control of SOA.” (emphasis mine)
  
  
  I have provided regular and timely maintenance on the car since I purchased it. The Mechanical Inspection Summary is consistent with the quality of care I have given the car by the following statements: “Engine Oil Level: Full”, “Engine Coolant Level: Full”, ”Brake Fluid Level: Full”, ”Hose Condition: Good”, ”Overall condition: overall condition of vehicle is normal”, ”State of Assembly: No disassembly performed”.
  
  
  In an email dated February 19, 2025, Mr. ****** states “We  cannot know where or when your differential gear oil was drained and your CVT fluid was overfilled, but we are confident that this is not a manufacturing defect and was caused by an outside influence.” (emphasis mine)
  
  
  When the car failed, the odometer was approximately 59,100 miles.The only maintenance that I’ve performed on the car is to add gasoline to the fuel tank. The last oil change was on December 7, 2024 with an odometer of 57,353 miles. There is video documentation that the only service provided was an oil change, and that the oil change was performed correctly.  The previous oil change was at approximately 54,000 miles. If at 54,000 miles the “differential gear oil was drained, and your CVT fluid was overfilled” as Mr. ****** claims, it would have been mechanically impossible for the car to have continued running for another 5,100 miles!  Thus, there is video proof the “differential gear oil was drained, and your CVT fluid was overfilled” did not happen at 57,353 miles, and it is mechanically impossible that it could have happened at 54,000 miles. Therefore, what is the proof of this mysterious phenomenon of “outside influence” ???
  
  
  The differential gear oil and the CVT fluid are part of the same closed and contiguous mechanical system. They are separated from each other by two seals. Those seals have not been inspected. The SOA mechanics simply looked into the respective reservoirs and made their observations. The Mechanical Inspection Summary specifically states “no disassembly performed“. SOA has neither looked at, nor inspected these seals. They cannot prove that the seals, or the gaskets, or the ball bearings, or something else did not fail if they have not inspected it.
  
  
  SOA has not addressed the wording of the FTC.  SOA has not been able “to demonstrate that improper repair caused the damage that they refused to cover.”  (emphasis mine) SOA estimates that the repair will cost $12,191.49.  The car is covered by two different SOA warranties with a zero-dollar deductible.
  
  
  SOA needs to repair my car!
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Regards,
  
  Craig *****

  Business Response

  Date: 03/24/2025

  Dear Mr. *****,
  
  Thank you for taking the time to share that detailed response.
  
  SOA is absolutely confident in the determination that the cause of your CVT and Front Differential failure was due to a major powertrain component being drained and then not properly refilled. Our warranty would not provide coverage for damage caused by an outside influence.
  
  SOA's offer of a $5,000 credit towards your repair with Fitzgerald Subaru of Gaithersburg purely on a Good Will basis is contingent on a signed Release and would remain in place until 3/31/25.
  
  Sincerely,
  Charles ******
  Subaru of America, Inc.
  Senior Customer Advocacy Specialist

  Customer Answer

  Date: 03/31/2025

  
  Complaint: 23053495
  
  I am rejecting this response because:
  
  I understand that Subaru is “absolutely confident” in their determination that the damage was caused by an ”outside influence”.  My response is that I too am absolutely confident that Subaru has Failed to properly evaluate the car’s problems.  Let me explain.
  
  
  Subaru examined the car and found that there was no fluid or oil in the front differential reservoir. They also observed that the CVT (transmission fluid) reservoir was overfilled and they felt it had a color inconsistent with what they expected and a smell of gear oil.  From these observations, they concluded that someone had to have drained the oil from the differential and not only did they not refill it, but that someone put differential fluid into the transmission fluid. This is the “outside influence” that they are alleging.
  Subaru Fails to understand that this is flawed logic. They have simply made an observation.  It would like me observing someone who was limping, and then concluding that they had a broken leg.  There are many alternative explanations such as a sprained ankle, a stubbed toe, a sore blister on their foot, painful bone spurs, etc., etc. Without further examination and investigation, you would come to the wrong conclusion, and that is how Subaru has Failed.
  
  
  The front differential fluid and the transmission fluid are both in the same physical unit, but separated by two seals.  Subaru has stated that if the seals had failed it would have been impossible for the differential fluid to be in the transmission fluid because the pressure in the transmission fluid is higher. What Subaru Fails to explain is that the differences in the pressures between the two systems is not that significant. 
  Again, Subaru Fails to use common logic. Let me explain using the example of a river flowing into the ocean. At the junction where the river water meets the ocean water there is an area of brackish water. The brackish water is neither completely salty water nor completely freshwater.  The shape, volume, and direction of that brackish water varies with environmental conditions. For example, if there’s a lot of rain on the land and water is rushing down the river toward the ocean, then the brackish water is pushed further out into the ocean. Alternatively, if the river is relatively quiet or low on water, but there is a storm in the ocean causing waves to crash to the shore, then the brackish area is forced up into the mouth of the river. So the direction and volume of the fluid will vary according to the environmental conditions. What happens under normal conditions in the car might be totally different from what happens in a damaged system.
  
  
  Blatantly, Subaru Fails to provide any documentation of such “outside influence”.
  Does Subaru agree that the service and oil change on 12-7-24 at 57,353 miles was correctly performed as documented in the video? If the fluid was mismanaged at this time, does Subaru think it could have traveled almost 2,000 miles more before failing?
  Does Subaru agree that if the fluid was mismanaged at the previous 54,000 mile oil change, then the car would not have been able to travel an additional 5,100 miles?
  If Subaru agrees with these questions, then when or where does Subaru think the fluid mismanagement occurred?  If Subaru doesn’t know when or where it happened, then is Subaru comfortable with completely ruling out any possibility of a mechanical failure??
  I requested that Subaru remove the combined transmission/differential fluid unit, and disassemble it to inspect the seals, ball bearings, and gaskets that separate the two fluid systems. They refused.  Subaru Failed to logically examine the unit.  They seem to believe that their mechanics are so perfect that they never fail. This is like saying the Titanic is unsinkable.
  
  
  I am still troubled by Subaru’s Failure to follow the Federal Trade Commission’s guidelines:  “And dealers must be able to demonstrate that improper repair caused the damage that they refused to cover.”  Subaru has not demonstrated anything; they have simply made an observation.  Not only has Subaru Failed to show when or where such a fluid mismanagement occurred, Subaru has also Failed to consider the possibility of a mechanical failure by refusing to do a full examination of the car.
  
  
  By refusing to do a complete evaluation of the car, Subaru is Failing to honor their own warranty.
  
  
  Finally Subaru’s offer of a $5,000 ”goodwill credit” toward the estimated repair of 12,191.49 is ludicrous. The ”Release” form that Subaru wants me to sign agreeing to the $5,000 states that I release Subaru from any future legal liability, AND, that I am not allowed to “ further communicate or disclose the underlying dispute and terms of this Release”.  There is nothing goodwill about this $5,000 offer. Subaru simply wants to buy my silence!!!  A true goodwill gesture would be to repair the car in full as covered by it’s two different warranties.
  
  
  In summary:
  Subaru Failed to prove that a mysterious “outside influence” caused the car to fail.
  Subaru Failed to use basic logic in their assessment.
  Subaru Failed to thoroughly evaluate the car for a mechanical failure.
  Subaru Failed to follow the wording of the Federal Trade Commission.
  Subaru Failed to honor their own warranties.
  Subaru Failed to offer a “goodwill” credit of integrity.n
  Subaru Failed in basic good customer service.
  
  
  
  
  Regards,
  
  Craig *****

  Business Response

  Date: 04/01/2025

  Dear Mr. *****,
  
  Thank you for the opportunity to respond to your Better Business Bureau Rejection.  
  
  The Manufacturer's Warranty provided with this vehicle at the time of sale as well as the supplement Subaru Added Security Contract that you purchased are designed to cover any repairs needed to correct defects in SOA's materials or workmanship. This coverage does not apply to any part that malfunctions, fails or is damaged, due to outside influence, or any other cause beyond the control of SOA. 
  
  Based on the inspection of your 2021 Forester Limited by Subaru’s Technical Experts, the Transmission and Front Differential failure in your vehicle was not a result of a manufacturing defect.  
  
  I regret that I was unable to provide the answer you had anticipated, but I appreciate the opportunity to explain our position. 

  Sincerely,

  Charles ******

  Subaru of America, Inc.

  Senior Customer Advocacy Specialist

• Initial Complaint

  Date:03/09/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  Did a test drive back in June 2024 for a promotional $50 gift card to test drive a Solterra from **************** Subaru. All paperwork was done correctly but I never got the reward. I asked Royal ***** and they said it could take several weeks to a few months. I still didn't get it. I finally reached out to the virtual reward center about it and after reaching out it magically appeared in my SPAM folder but after I had contacted them. I tried to redeem it but the code had "expired". They said a code can't be redeemed after expiration and so I told them it was sent to me after the expiration date and it went straight into my spam folder. I sent them the emails I had received and screenshots and they ignored it. I filed a complaint against them and once again they basically ignored it. It seems like the reward company must just be pocketing the test drive money which is not a great look for Subaru dealers or the company to offer something that isn't redeemable. I had a friend test drive a Soltera because I told him about the deal and he was looking to buy. He ended up purchasing but he also never got the test drive reward but the dealership just gave him a free oil change for it. Not a great look and would really appreciate the reward considering I went out of my way to do the test drive, write glowing reviews for the dealership and the sales person as well as refer a friend to test drive who ended up purchasing a car. I can't find the reward code but the email was **********************

  Business Response

  Date: 03/10/2025

  Good Afternoon BBB of **********,

  We are in receipt of the complaint filed by ****** ****** regarding a $50 gift card he did not receive after test driving a Subaru Solterra. I contacted the third-party company who handles the distribution of the gift cards, Urban Science. The representative who I communicated with confirmed that the gift card was emailed to Mr. ****** on 6/20/2024 and has not been redeemed. As a courtesy, I have requested that a new gift card be issued to Mr. ****** via email. This should occur today. Please note that the email may go to a "spam" folder, which is out of our control. Should Mr. ****** have any questions or further need of assistance, he is welcome to contact Urban Science at ************.

  Kind regards,

  *****
  Senior Advocate Specialist
  Subaru of America, Inc.
  Customer Advocacy Department
  ***************************** ***************) 

  Customer Answer

  Date: 03/10/2025

  [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,
  
  ****** ******