ComplaintsforSubaru of America, Inc.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a car brand new with a Subaru of America Warranty.The car has needed 8 warranty repairs in the last 3/3.5 years including engine replacement, engine harness, throttle body, engine control Chip, big stuff. The car check engine lights keep coming back on, I havent had my car for the last almost 3 months. I have a case open with Subaru of America, which I opened a month ago, but Subaru of America is not returning any of my emails or calls. I call and email multiple times a week with no response. When I call, the customer service team wont let me talk to a manager. They tell me a manager will call me, but they never do. They tell me they have escalated my call and I will hear back within 24 hours, but no one ever calls me. My car is still under warranty, but I havent been able to drive it because of these non-stop issues.

  Business response

  08/06/2024

  Dear ********************,

  
  Thank you for the opportunity to review and respond to your Better Business Bureau complaint.

  
  I am very sorry to hear that our **************************** was not able to provide a satisfactory response to your Subaru Ownership Experience. I would love to see how I can help get your case back on the right track.

  
  I have spoken to my partners at Yark Subaru who explained the extensive downtime your 2018 Forester 2.5i Limited has recently experienced was because they needed escalated Technical Assistance to determine what was still wrong with your vehicle following your previous repairs. The team at **** Subaru was able to secure that needed assistance on 8/2/24 and determined that the next step in your repair process would be to replace the Oxygen Sensor. The parts needed for that repair are expected to arrive by 8/7/24, and your vehicle will likely be ready for pick-up tomorrow once test driving have been completed. The team from Yark Subaru will contact you directly once your repairs have been completed to schedule pick-up.

  
  I will also review your demand for a Replacement under the Michigan Lemon Law. Please note that this review process takes approximately ***** business days as I will need to review each individual repair order from any previous warrantable concern that has been completed for your Forester. I expect to have a determination on whether this is a situation where Subaru of America, Inc. would offer any type of Settlement by 8/27/24. Please ensure you respond to this update before 8/27/24 so I can share the result of our review with you as soon as they are available.

  
  Sincerely,
  ***************************
  Subaru of America, Inc.
  Senior Customer Advocacy Specialist

  Customer response

  08/06/2024

  [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

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have already had two situations on my 2020 Subaru Outback. A little over a year ago, I took my Subaru in for an oil change. When the hood was lifted a huge squirrel nest with the insulation from the hood and wiring from the engine were used. My car still worked and I thought this was a one off so started using peppermint spray. On July 19th. 2024 all the lights on the dashboard were on so I took it to Subaru on advice from my mechanic. Subaru called later to say that pests ate wire around my fuel tank ****** and wanted $3500. I researched and found out this issue has been since 2013 with the soy based wiring that attracts pests. The dealer would only commit to repairing and I called the Subaru Customer Advocacy who stated can not help for not under warranty. I explained what is all over the internet and the class action lawsuit against ****** to no avail. Subaru sold me a car that had a history of faulty wiring and then profited on the repair. There are hundreds and hundreds of like complaints on the internet including a class action lawsuit in ******. I also noted that the Subaru of Gallatin, **. charged me much more than other like issues. I have hit a wall trying to be reimbursed for a car that is supposed to be one of the most maintenance free on the road. Last Subaru for me. I am now trying to coordinate or join potential class action lawsuits for this issue that you are not even warned about prior to purchase.

  Business response

  07/30/2024

  Hello, 

  Thank you for contacting Subaru of America and making us aware of your concerns. I'm sorry to hear about the issues you are having with the vehicle, but rodent damage is considered an outside influence and is not covered under warranty. This would be a customer pay situation and a repair we would not be able to provide assistance on. 

  In reference to your inquiry about Subaru using soy-based wiring in our vehicles that is incorrect. Subaru does not used soy-based materials in wiring harnesses or insulation.

  I cannot comment on any pending litigation. 

  Also, if you have concerns about what the retailer charged for the repair you would need to address that with the retailer as they are independently owned and operated and make the decisions about their prices. 

  Customer response

  07/31/2024

  
  Complaint: 22062083
  
  I am rejecting this response because:  Your answer was not correct. In one thread of Outback Subarus from 2013 to 2020 there are over 2k complaints about this issue. The harness wiring is also very popular topic and all state it's the scent of the wires that makes pests chew on them. If they are not soy based than another organic material is used. You won't comment on impending litigation but I know you are monitoring it for Subaru will most likely do the same. 

  
  The dealer is a representative of the manufacturer which is you. I find it hard to believe with so many complaints online and even quotes of prices charged that the manufacturer would not even know the average. You only deflect blame to the "pests"  and Subaru has no responsibility for the material in the wires and insulation. I was charged $3,400 - You don't find that excessive? Subaru was once the leader in dependability but now your no different than any other company. Definitely my last purchase.

  
  
  
  
  Regards,
  
  ***************************

  Business response

  08/01/2024

  Hello, 
  
  I cannot speak to information that is online, as many of it is incorrect, but we do not use soy-based materials in the wiring or insulation. This issue is considered outside influence, not a factory defect. 
  
  I also cannot speak to any pending litigation or litigation that is towards a different company. 
  
  The retailers are our partners, but they are independently owned and operated. They have discretion to set their own prices for their services. 
   

  Customer response

  08/01/2024

  
  Complaint: 22062083
  
  I am rejecting this response because: The answer provided as all thus far it's not made of a soy based product. After review hundreds of people are saying soy and many others are saying "organic" material. I spoke with an individual who works at a Subaru dealership who confirmed this is a big issue with consumers and Subaru Corp is aware. I called my service advisor at the closet dealer which has had my car for 1 and 1/2 weeks already stating the part needs to be made and no ETA. 

  The statement that "I cannot speak to information that is online, as many of it is incorrect" is also incorrect. Subaru has it's on website where you can leave complaints/comments on subaruoutback.org. If Customer Advocacy would simply monitor their own forum and not deny they can't speak for online information. I also filed a BBB complaint and again same answer. What happened to Subaru? I'm emailing back and forth with the Customer Advocacy team but where is the advocacy at? Need to change the name to deny and deflect. 
  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The transmission went out on my car after owning it for 3 months. I was told that an extended warranty for this vehicle was in place based on my vin number. I had my vehicle towed to local Subaru dealership where they never contacted corporate Subaru and told me I would have to for warranty extension or financial assistance. They charged me $700 and told me to pick up my vehicle. I have now called Subaru of America with my case number for 3 weeks with no response. My case manager ***** will not call me back! I have 3 children and have not had this vehicle for a month. Everytime I call I am told that my case manager will call me back by the end of the next business day but it never happens. My vehicle is less than 10 years old and less than ****** miles which is the requirement for Subaru extended CVT warranty. I have been very patient and hopeful of help but its been a mess. I did everything they asked, I had the cvt serviced and diagnostics. I thought Subaru was great to work with and had a great product but its been a nightmare for me!

  Business response

  07/29/2024

  Hello,

  Thank you for your patience! This is in acknowledgement of the customer's initial complaint to the ******************** regarding a transmission concern in the vehicle the customer recently purchased. I have reached out to the customer directly to advise that we are reviewing the case. The customer was also provided a final resolution in the matter on 7/29/24. The customer was informed that the vehicle did not meet the qualifications for a warrantable repair under the warranty extension as it was discovered that what caused the issue was due to outside influence. According to the service manager, there was no transmission fluid in the vehicle the drain plug was misplaced. We are unable to cover repair cost under warranty due to tampering. Therefore, all cost for repair will be out of pocket for the customer. The customer has been encouraged to reach out to service for any additional service or diagnosis concerns. For any questions, please feel free to reach us for assist. Thank you!

• Initial Complaint

  07/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I bought a "brand new" 2024 Forrester and within a week it was giving me problems. The car is poorly made and Subaru does not want to take responsibility for that. Windshield wiper system was not properly aligned, causing a clinking noise. There is a "harmonic" noise from the high pressure fuel pump that I can't do anything about. The tires were overinflated when it came to me. The mileage has been terrible even though I drive mostly highway. I even went periods without air conditioning because I was told that it affects your mileage, and it didn't do anything. I cannot get the "customer advocate" to respond to me. The first time they were supposed to contact me, I had to call a different customer service person to get in touch with them for me. There was only 1 3-hour window I asked them not to call during, and of course that is when they called me. Since I last talked to them 2 weeks ago, I have emailed twice and called twice and still no response. I even tried calling a different customer service person again, who was told by the customer advocate that they would call me back a few days ago (Monday), and still nothing. They had emailed me a very brief answer to one of my problems (the dealership took 3 weeks to fix something and reported on the paperwork that there were no concerns and didn't acknowledge that they fixed something, and Subaru says they go by work orders to address concerns) and I am trying to get a better explanation and don't understand why everyone writes that everything is fine. Additionally, they were supposed to discuss my concerns with the engineer but I have yet to hear a response.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Subaru Forester wilderness.I drove my car in a little bit of water and i see water under my passenger seat there is no leak from outside. All the engine signs are turned on.The car smells bad because of water came in. I am not sure how they got in.

  Business response

  07/18/2024

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

  I am in receipt of the complaint filed by *************************** and have spoken with ************** today. ****************** concern is that his vehicle is experiencing water intrusion after driving through a bit of water during a recent outing. I discussed with ************** how the first step in resolving this issue would be to have his vehicle inspected by a Subaru retailer. ************** stated that he has already scheduled an appointment and will be following up with me after his appointment. I will provide you with any updates. Please feel free to contact me with any questions you may have.

  Kind regards,

  *****
  Senior Advocate Specialist
  Subaru of America, Inc.
  Customer Advocacy Department
  ***************************** ***************) Option 1, Ext. 119243

• Initial Complaint

  07/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a Subaru Forester 2016 back in May 2016. 2 weeks ago, the ** stopped working. We made the first available appointment w Subaru ******* for repair. The next day, the car would not start. We had it towed to Subaru *******, who reported that the engine had "seized" and will cost at minimum >$7,000 to repair. The car has less than ****** miles on it, and has been regularly serviced with oil and oil filter changes at Subaru dealerships. Furthermore, I had brought this vehicle to ******* in Feb 2024 to examine noises coming from the engine. I was advised that the noise was coming from the heat *******, that this did not need to be replaced, and that the dealership didn't have the parts to replace it. This Forester has had issues with the ignition, the battery (3 battery replacements over the past 3.5 years), the **, and now the engine. I have made Subaru dealerships aware of all of these issues over the years. This was my family's 3rd Subaru (2008 Liberty, 2010 Liberty, 2016 Forester). This car is the newest, with the least mileage, the least wear-and-tear, yet the most issues. I contacted Subaru of America, provided them with all the receipts of service and oil changes as well as contact information for their employees who had encouraged me to contact Subaru of America. After >5 days, I was told that Subaru can not determine what the engine problem is and wants to charge me another $1,500 to "tear down" the engine. They will not cover this charge, nor will they disclose what the possible recourse would be depending on the results. They had no additional information to offer me. This answer, this service, and the quality that I am receiving from Subaru of America is unacceptable.

  Business response

  07/15/2024

  Customer has been contacted. Spoke with *********. She was provided a $4,000 GLPA towards the purchase of a new Subaru or tear down will be covered as one time good will if she proceeds with repairing the Forester. Customer has requested a supervisor call back, pending any further decisions. 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2019 Outback broke down on Saturday. Took to local mechanic and he diagnose and told us the issue is fuel pump and call Subaru as there is recall. Called Subaru on 7/8/2024 and assigned case number. ******* called me back on 7/9/2024 and advised me based on my vin number it is not affected by this recall. I asked him where is the facts to support this. Can he tell me when my outback was manufactured and the supplier of the fuel pump? My outback was purchased in March 2019 and according to evergreen Subaru page the 2019 Subaru Outbacks manufactured from June 29, 2018 through February 19, 2019 is affected by this recall. He put me on hold and went back and confirmed my car was manufactured on January 18, 2019. While it does fall in that period but he states not all vehicle manufacturers during that time frame is affected. Again, how do they know? He told me my only option is to take it to suburau dealer to get it diagnose as they do not cover out of pocket expense by third party to confirm. I am already out of pocket for tolling to local mechanic and now they want me to toll the car again to Subaru dealer to diagnose which may not cover it. We love Subaru and owns a forester and outback. We were planning to replace forester with 2024 outback. But with this experience and our recent shopping experience, we are not sure if we can continue to stay with Subaru. The representative was not helpful or compassionate. The dealers we went to for shopping for new Subaru price is ridiculous. I understand inflation but documentation fee itself went from 495 in 2019 when I paid for Outback to 895 plus additional 299 for another fee I dont even know what it is. Also, they charge 59 for emission compliance which was never there in my previous purchase.Lastly, recently I have bubbles on my radio screen on my 2019 Outback. It is making the front panel screen go haywire and cant use maps, radio, or even make a proper call using my phone. Quality of Subaru is not what it was.

  Business response

  07/11/2024

  Subaru of America has reviewed this customer's claim and found that the customer's VIN does not fall under the recall for this fuel pump concern.  In order to get further information on the repairs needed on this customer's vehicle, ******************** will need the customer to bring the vehicle back into a ******************** retailer for further diagnosis.  Once the vehicle is in for diagnosis at a retailer, Subaru of America will review the cost of the fuel pump repair for goodwill coverage as this customer's vehicle is outside of all warranty coverage. This process will also allow our retailer to diagnose the customer's ongoing head unit screen concerns in order to determine the best repair and if any assistance from Subaru of America can be offered.  We have relayed this information to the customer in an effort to better assist with her case.  Subaru of America would like to apologize for any poor service received by the previous case representative, and I will be assisting on this case until a resolution is reached.

  Business response

  07/11/2024

  Subaru of America has reviewed this customer's claim and found that the customer's VIN does not fall under the recall for this fuel pump concern.  In order to get further information on the repairs needed on this customer's vehicle, ******************** will need the customer to bring the vehicle back into a ******************** retailer for further diagnosis.  Once the vehicle is in for diagnosis at a retailer, Subaru of America will review the cost of the fuel pump repair for goodwill coverage as this customer's vehicle is outside of all warranty coverage. This process will also allow our retailer to diagnose the customer's ongoing head unit screen concerns in order to determine the best repair and if any assistance from Subaru of America can be offered.  We have relayed this information to the customer in an effort to better assist with her case.  Subaru of America would like to apologize for any poor service received by the previous case representative, and I will be assisting on this case until a resolution is reached.

  Business response

  07/11/2024

  Subaru of America has reviewed this customer's claim and found that the customer's VIN does not fall under the recall for this fuel pump concern.  In order to get further information on the repairs needed on this customer's vehicle, ******************** will need the customer to bring the vehicle back into a ******************** retailer for further diagnosis.  Once the vehicle is in for diagnosis at a retailer, Subaru of America will review the cost of the fuel pump repair for goodwill coverage as this customer's vehicle is outside of all warranty coverage. This process will also allow our retailer to diagnose the customer's ongoing head unit screen concerns in order to determine the best repair and if any assistance from Subaru of America can be offered.  We have relayed this information to the customer in an effort to better assist with her case.  Subaru of America would like to apologize for any poor service received by the previous case representative, and I will be assisting on this case until a resolution is reached.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  In 2019 I bought a new 2019 forester from a Subaru dealer. After 80+ thousand miles a check engine light came on. I took it in to a Subaru dealer to have the check light diagnosed and was told that the thermo control valve had failed and needed to be replaced. The costs was $2050.70. I was told the car was out of warranty because it had over 80k miles (under 90K) and I would have to pay out of pocket which I ended up doing. I went on line and discovered that a large number of people were having the same problem with their 2019-2021 foresters and that in fact the manufacturer had in fact redesigned the valve by making the part out of metal instead of plastic. The new part was then replaced in the end of 2021 year foresters and future foresters. As evidence of how many people were experiencing the same problem the new part was backed ordered because of demand for replacements. I complained to the *** advocacy ***** and was told for good will they could reimbursed me for $1500.00 of the $2050.70 I had paid. I accepted the offer. In April 2024 Subaru notified me by email that Subaru had extended the warranty on my car and that I could put in a claim for the remainder of my payment. My claim # is 240608-1600212. I filed the claim with difficulty because the web site given didnt work so I had to mail the claim. On May first I got an email saying my claim was accepted and I would get a check in ***** days. 45 days came and went with no check. I called the number given on the 5/1 email and was told no its ***** business day. So 45 business days or 63 actual days and now Im being told by the Subaru advocacy ***** (ref # ****B551-7149) that the claim **** is so backed up with so many claims that it could be another month or more to have a check sent. So it takes a huge corporation 3 to 4 months to write and mail a check for $550.70? I think not, its just stall as long as possible and save $$$$. Send me my **** check.

  Business response

  07/09/2024

  Thank you so much for bringing this to our attention. We are very sorry to hear of the experience **************** has had. The claim refund in question is handled by a separate company that is expediting the full claim refund process. Unfortunately, the **************************** at ******************** does not have control of the refund timelines. For questions relating to this topic **************** can reach out to ************, Mon-Fri 8am -7pm EST. 

  Customer response

  07/09/2024

  
  Complaint: 21934605
  
  I am rejecting this response because:   The ph # Subaru gave in their response above is for the contracted company that has been giving me the run around in the first place. As I have discovered this company auto solution team is sub contracted by Subaru to deal with claims and warranty issues not coming thru Subaru dealers. It appears that even though Subaru issued the sub contract to this company they apparently have no control or say in how this company conducts its business. As stated in my original complaint the email with the approval of my claim that I received on May 1 stated I would receive a check in 30 to 45 days. After waiting 43 days I called and was told no it was 30 to 45 business days. I called again on the 45th business day (actually 63 days) and was told that I would have to wait 90 days until August 1 to call back to follow up on my check. When I asked what would happen when I called back I was told they would escalate the claim. When I asked what that meant I was told it was some kind of vague follow up. The person I was talking to didnt have any idea what that process entailed, who would be doing it and absolutely no idea how long that would take. It seems pretty obvious to me that this company is supposed to just stall payment as long as they can. Maybe they are hoping the claimant will just give up and save Subaru some money. There seems to be no end to this ridiculous situation and Subaru seems to care less. 
  
  
  
  Regards,
  
  ***********************

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There has been an active recall on a large swath of Subaru Foresters re:the front passenger airbag and/or ODS sensor for over a year. Over these many months, Subaru has regularly reached out to encourage me to schedule a recall ASAP. However, in the 3 appointments I have made over the past 1+ year, I have been told each time that the recall requires 2 parts. One of these parts has not only out of stock at all of my local Subaru dealers, but has been NOT AVAILABLE ANYWHERE IN THE COUNTRY, nor do they have any expected timeline of arrival. Corporate has offered no solutions other than to continue waiting for a letter to arrive, and the dealerships have recommended not letting anyone sit in the front seat. My wife is 8 months pregnant and this is our primary vehicle. With timelines this long on such an essential safety feature, shouldnt we be bordering on a larger recall/reimbursement issue? This seems incredibly lax. Were talking about the passenger side airbag potentially not working in an accidentjust plain disappointing.

  Business response

  07/05/2024

  We have received this complaint and are very sorry for this experience. While the necessary parts are on extended backorder, we are trying to reach out to your dealership directly to see how we can partner up and help with your concern. We will be in touch with the customer by end of day Thursday with any updates. 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had to get a vehicle towed to a Subaru dealership due to a factor recall for $416.52 along with $250 in la or costs. Seeking the full amount in reimbursement.

  Business response

  06/28/2024

  Good afternoon, *****.

  Thank you for reaching out. I am happy to see how I may be of assistance. My name is *******, and I am a Senior Customer Advocacy Specialist with ********************. This is not the experience we expect for our customers, and I am committed to looking into this matter and seeing how I can make it right. Can you please send me a copy of the invoice and receipts for the total charges so I may review further? Thank you so much!

   

  Sincerely,

  ******* |Senior Customer Advocacy Specialist |************** option 1 ext 119034
  Subaru of America, Inc.| P. O. **************************
  
  

  Customer response

  06/28/2024

  
  Complaint: 21913613
  
  I am rejecting this response because:
  
  The business has done absolutely nothing to provide financial reimbursement related to a factory recall required by law. Continues to ask for proof of possession of the vehicle after providing it multiple times.
  
  Regards,
  
  *******************

  Business response

  07/18/2024

  Good afternoon,

   

  Thank you for reaching out. We have been in contact with the customer and a refund of $417.15 was issued and sent out via mail on 7/3/24.

   

  Best,

   

  ******* |Senior Customer Advocacy Specialist | ************** option 1 ext 119034
  Subaru of America, Inc.| P. O. **************************

*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. ↩