ComplaintsforStar Subaru
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/20/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have bought a EV car from star subaru that was advertised to be able to charge up to around 280. After an update by Subaru in December last year the car has stopped being able to charge pass 220. This is not what I paid for and Subaru service center has acknowledged the issue and said that I should reach out to corporate. I have not been able to drive this car properly and I am not getting any help from them. I would like to break my lease with no issues and get a new car since this car isnt doing what was promised.Business response
07/06/2024
We understand the complaint and the frustration. As the dealer we strive to provide top notch service to all our customers. Unfortunately, MPG is not something we are in control of, and any concerns should be addressed with the Manufacturer. Ev range has many factors, and we are doing our best to work with the customer to determine if the vehicle is performing as designed.Customer response
07/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolved because:[Your Answer Here]
Hello, I have called corporate and they tell me to talk to the dealership, I talk to the dealership and they tell me to talk to corporate or service center, and I talk to the service center, and they say that a lot of other people are having the same issue as me and call corporate or go back to the dealership. The dealership also offered me to give me a new soltera if i pay the taxes, difference, and get a new lease which is not solving my issue or problem.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* *****
Business response
08/12/2024
It's unfortunate that we don't agree. We are clearly at an impasse. We will wait for instruction from Subaru of America.Customer response
08/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I would like to state that, I am not saying it’s Star Subarus fault. As this is a Subaru of America problem I believe and I keep getting bounced around. I would also like to hear what Subaru of America has to say as well.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* *****
Initial Complaint
06/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On April 3, 2024 I picked up my car from Star Subaru ****************** in ******** **. That same night when approximately 11:30pm I was driving home. My car broke down on the ********************** in *************, **. I got my car towed to Subaru Dealer in *************, **. I noticed that the street sign said no parking between 5am-8am. So I got my car towed to the towing company and in the morning they will bring the car to Subaru *************. When I called ******************************** at Subaru they told me do not tow the car to them tow the car to Star Subaru ****************** in ********, ** and I did that. I purchased an extended warranty so I can have towed it to any Subaru Dealer. I finally got my car back on May 30, 2024 from Star Subaru Department.They told me the reason why I broke down was because Star Subaru did not put on the axel correctly and that caused my shaft to crack. They replaced *** transmission.While repairing the car they test drove and had to replace the *** Transmission again. I thought I had an agreement with service manager *************** and ***** Associate *****************. **** gave me the price of new 2024 ************** (Magnetite Gray) (Titanium Gray Leather Interior) $25,513.00 total out the door price to include 2years free scheduled maintenance, life time free oil change plus extended warranty.The next car 2024 Legacy XT Touring (Magnetite Gray) Black Nappa Leather Interior) $29,964 total out the door price to include 2 years free scheduled maintenance, life time free oil change and extended warranty. I would trade my current car 2019 Subaru ************** to receive the new car. But ***** reminded the offer if I got my current car fixed. I felt threaten by ***** and I told him to fix my car. What actions can you take against the General Manager ***********************, service manager *************** and ***** associates *****************?Business response
06/19/2024
************ was offered special consideration on trading in his 2019 Subaru Legacy for a new Subaru Legacy due to the inconvenience.
After hearing our offer, he requested some time to think before deciding.
He declined the offer being fully aware the offer will not stand and stated he wanted his vehicle fixed so he can get other appraisals for a trade in.
As a goodwill gesture and to keep ************ satisfied, I asked what I can do for him.
He requested complimentary maintenance services from Star Subaru.
As per his request,his current 2019 Subaru Legacy was repaired at no cost and offered the following:
2 years of complimentary maintenance services.
Oil changes
Tire rotations
Filters (engine/cabin)
60K service (spark plugs, brake fluid exchange, front & rear differential fluid exchange, and coolant flush)
The offer was fully explained & agreed upon to his satisfaction before ************ picked up his vehicle.Customer response
06/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I do not think it was fair to give me a take it or leave situation. The Service Manager ***** told me if I don't buy the new car from him the offer will go away if he fixed the 2019 *************** It was the dealer fault because they did not put the axel on the car correctly and cause my shaft to crack. I already had a life time oil change for free. He should not have included because i already had it. I paid for the extended warranty and that is why the car was fixed for free.
Thank You,
**************************
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
**************************
Initial Complaint
05/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I made a Subaru Solterra pre order reservation of $250 deposit which Subaru website stated can be cancelled and refundable. Subaru website stated after price release customer will have to contact the selected authorized Subaru dealership to cancel and get refund back. I have ask my local Subaru dealership to cancel and refund my $250. The reply I got was unable to cancel. I have a screen shot of my conversation with the salesperson about the cancellation and refund. I have called Subaru North America and they are unable to assist. All I want is the $250 refunded.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.