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Business Profile

New Car Dealers

Victory Subaru

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Car Dealers.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/31/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Horrible service. IF YOU WANT TO KILL YOUR ENTIRE DAY FOR AN OIL CHANGE, THIS IS A DEALERSHIP FOR YOU! I went for an oil change that took 3 hours. I called ahead to ask if they were busy, and they said no. On top of that, the dealership stripped two of my wheel nuts and hub bolts. The dealership used an air gun to put them back on and broke them. Using an air gun to take them off is fine, but you need to put them back with hand tools and torque them properly. I explained this to ******* *****, my service advisor, but he charged me for the parts. You guys are liable for the damage done to my car under your possession.

    Business Response

    Date: 01/03/2025

    This type of complaint is pretty rare for us.  As we speak our Service Manager is contacting the customer in order to resolve this issue, directly.  Thanks for bringing this to our attention.

    Customer Answer

    Date: 01/06/2025


    Complaint: 22749610

    I am rejecting this response because:

     

    The business has not done another to make this right. They didn't even respond to the complaint. 



    Regards,

    ******* *******

    Business Response

    Date: 01/08/2025

    The Service Director spoke to the customer about his concerns.  The customer was apologized to and the customer agreed to our resolution.  We explained where and why we failed and the Service Director sent an email to the customer as confirmation of what we owe him on his next visit.  While our goal is always 100% satisfaction, every now and then we are imperfect.  We appreciate that the customer was most understanding.  Hopefully, this will resolve this complaint.

    Customer Answer

    Date: 01/09/2025

    [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:03/14/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    This business has continually failed to honor my multiple written requests to stop mailing me their unsolicited/unwanted sales/marketing materials even though I've specifically asked to stop by providing names & mailing address to be removed from all/any unwanted sales/marketing mailings. They keep sending me their brochures/letters despite of my best efforts to stop receiving any such unsolicited/unwanted correspondence by mail. I have asked car dealership directly back in November 2020 (via email to **********************) to remove specific names/mailing address; however, they periodically keep mailing me junk despite of my previous requests to stop sending me any such materials. They claims that they placed my name/mailing address on their internal do-not-mail list. However, for some reason, they keep sending me letters with their business logo and address. Please advise this business to permanently opt-out names & mailing address provided to them previously as we DO NOT WISH to receive any further unsolicited/unwanted junk letters/sales/promotional offers. Thanks

    Business Response

    Date: 03/15/2023

    This customer has been removed from our active mailing list for quite some time now.  Our records indicate that they have been inactive for over a year.  The customer's name and address as well as the fact that he at one time owned a Subaru from our dealership is part of the public domain -- over which we have no control.  NJ MVC, as an example, regularly sells this kind of information to independent marketing companies.  These marketing companies will randomly make phone calls and send regular mailers arbitrarily using our dealership's name and letterhead.  If a potential customer buys a car as a result of that mailer the marketing company requests compensation.  At worst, it's just a piece of unsolicited junk mail to be simply discarded with the many other pieces of junk mail this customer must receive regularly.  At best, it helps to keep the US Post Office in business.  This is hardly a BBB case and seems frivolous.  Nevertheless, our marketing partners have been contacted and they assure us that no mail is coming directly from Victory Subaru to this complainant. 

    Business Response

    Date: 03/20/2023

    This customer has been removed from our active mailing list for quite some time now.  Our records indicate that they have been inactive for over a year.  The customer's name and address as well as the fact that he at one time owned a Subaru from our dealership is part of the public domain -- over which we have no control.  NJ MVC, as an example, regularly sells this kind of information to independent marketing companies.  These marketing companies will randomly make phone calls and send regular mailers arbitrarily using our dealership's name and letterhead.  If a potential customer buys a car as a result of that mailer the marketing company requests compensation.  At worst, it's just a piece of unsolicited junk mail to be simply discarded with the many other pieces of junk mail this customer must receive regularly.  At best, it helps to keep the US Post Office in business.  This is hardly a BBB case and seems frivolous.  Nevertheless, our marketing partners have been contacted and they assure us that no mail is coming directly from Victory Subaru to this complainant.  3/20/23: THE CUSTOMER HAS BEEN REMOVED FROM OUR ACTIVE MAILING LIST FOR OVER A YEAR!  ANY JUNK MAIL WITH "VICTORY SUBARU" ON THE LETTERHEAD IS NOT ACTUALLY COMING FROM VICTORY SUBARU -- SEE THE ABOVE EXPLANATION!  DOES THIS CUSTOMER HAVE OPEN BBB COMPLAINTS FOR EVERY GROCERY STORE THAT SENDS HIM WEEKLY COUPONS THROUGH THE MAIL?  He is removed, he has been for a long time.  If this is the biggest imposition in his life this guy is the luckiest man on earth.  There is nothing more we can do and we feel that his complaint is ludicrous. 

    Customer Answer

    Date: 03/21/2023


    Complaint: ********

    I am rejecting this response because: This business is and has been unwilling to comply with my written requests to remove names/mailing address; had this been done completely and permanently (as I requested in the past), I would not be receiving anything from this car dealership (including fake checks pretending to be real ones) with their letterhead/mailing address. If not victory subaru dealership then who else mails me fake checks with car dealership letterhead; these checks can't be cashed. I would bet that name(s) and mailing address had been sold to various 3rd party vendors to send out bogus checks and other junk materials on behalf of car dealership?? Who controls/maintains marketing/sales area within car dealership; various info (including names, mailing address, email address, phone #s, etc.) most likely had been provided/sold to various 3rd party vendors. I do not have issues like this with any other business. This car dealership is and has been very difficult to deal with on this specific issue. Unlike this business, when I brought similar concerns directly to other business(es), they had no issues addressing my concern right away (correctly and permanently by whatever means necessary) and without being all nasty and ignorant



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

Victory Subaru is NOT a BBB Accredited Business.

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