ComplaintsforSubaru White Plains

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2017 Subaru WRX Limited in for a service to have my oil changed and tires rotated. While I was getting this service done, the mechanics apparently ran into a problem where they were having trouble removing a nut from my wheel. They never informed me of this issue and instead broke the nut and charged me $198.24 to fix it. When I reached out to their customer service they said this was my fault because I took the car to a non Subaru place to have tires changed. When I asked why I wasn't informed the nut was going to need to be broken before they went ahead and broke it and charged me, they refused to answer my question. I even explained that I was waiting at the service center and was easily accessible for any questions. They seemed to have purposely done this because I used a different service center for my tires. They claimed that this was my fault, even though they broke my wheel and then charged me for it.

  Business response

  10/13/2023

  The vehicle's exhaust system has been modified.  When the vehicle was connected to the scanner it shows a different ID number indicating that the vehicle programming has been altered.

  The vehicle hadn't been here for two years and he has an independent mechanic has been working on the car. The stud was overtightened which is a common occurrence with independent shops.  This prevented us from removing the stud without damaging it.  We informed the customer of this prior to removing it and he approved it.
  

  
  

  Customer response

  10/13/2023

  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 DID NOT approve them to break the stud! I was charged after they already did it. What does my exhaust have to do with the stud on a wheel? If I had been notified I could have had, *****, a known and respected company fix the issue under warranty with them. Instead you scammed me and charged an hour of labor time for something that you decided to break. I was there the entire time and never once approached about this until AFTER it had happened.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  10/24/2023

  We will refund the $198.24.  Someone will be reaching out to you to process the refund.

  Customer response

  10/31/2023

  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:

   

  Hello, 

   

  I have not yet received the refund that was offered to me on 10/24/23 for ID # ********. 

   

  Thank you, 

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

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped of my 2018 Subaru WRX on October 4, 2022 for transmission repairs. The dealership refused to work on my vehicle because of an exhaust and ECU modification. They knew about the modifications since I dropped of the vehicle. This modification is NOT a direct failure of my transmission and should be covered under the extended warranty that I paid for. As the warranty states, the exhaust modification is not a direct failure of my transmission and cannot void my warranty. I was promised a loaner car but was not given one for six weeks. After three months, my vehicle had not been worked on and I involved Subaru of ******* (corporate headquarters) and was assigned a specialist. As a result of this, the dealership agreed to dismantle my transmission to inspect the damage and Subaru of ******* was to cover that and eventually the replacement of my clutch. The clutch was worn but was not the reason my transmission was failing. The transmission itself needs repair, not the clutch. The dealership refused to give me a detailed estimate of the repairs and said they weren't obligated to give me the estimate in writing. To this day, I don't have an estimate or a diagnostic of what repairs need to be done to my car. I don't believe they know either. Now, after five months that my vehicle has been at the dealership, they are still refusing to tell me what their diagnostic is of the repairs for my vehicle. The specialist assigned to my case at Subaru of ******* does not answer my phone calls, it takes me several attempts a week to get a response. There is no communication between the specialist and the dealership. The dealership is now refusing to work on my car. My car has been neglected for five months and most likely has costs that will fall on me from not being turned on or driven. My requests for information have been ignored on several occasions. Even if I wanted to pay out of pocket for the repairs, the dealership is refusing to work on my vehicle. This is unacceptable

  Business response

  02/23/2023

  Subaru of White Plains assessed the vehicle and could not duplicate the shifting/popping out of 6th ************. As per warranty guidelines we reached out to Subaru of ******* after confirming modifications to the vehicle. The modifications to the *** (Electronic control unit) can have a direct impact to the shifting concerns presented by the customer. The customer opened a case with ********************** of ******* and Subaru of ******* agreed to send a 3rd party inspector to look at the internal components of the transmission. The tear down of the transmission was approved as a one time Goodwill for customer satisfaction. The 3rd party inspector found no manufacturer defect with the transmission. Subaru agreed to replace the clutch as a one time goodwill repair. The clutch was replaced and transmission was put back in the vehicle and upon road test ************** found the shifter popped out of 6th gear. Subaru of ******* advised no further repairs were to be performed until the vehicle was put back to manufacturer specifications with original equipment parts. The customer is responsible for putting the vehicle back to manufacturer specifications which include replacing/reinstalling the catalytic converter and replacing the ***. 

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Battery Drain problem. Subaru had to replace the battery in January of 2022. That did not resolve the issue. My battery started dying again in June of 2022 & I have to constantly jump start my car. I complained to Subaru & brought my car in for servicing but all they did was test the battery immediately after it was driven on the highway for approximately 20 miles. *** issue is not the battery, it is the electrical system that drains the battery. ***re is currently a class action suit about this very same issue involving other models of Subarus from 2015 to 2021. But the dealership failed to acknowledge this & told me that I just need to drive my car everyday to prevent the battery from dying.

  Business response

  12/07/2022

  We picked up the vehicle Friday 11/25.
  
  We are in the process of testing the battery and performing tests to see if there are any parasitic draws present that would cause abnormal battery drain.
  
  We are following Subaru of ******** guidance in addressing these issues.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased a Subaru Crosstrek in July 2022, the Starlink did not work. The car has been in Service for over 6 weeks and I have had discussions with the serviceman ***** who has contacted Subaru of ******* to try for a solution. THe young ************ who leased me the car told me today, after I contacted her, that I now need to go through Subaru of America for resolution. I have driven my new car for 6 weeks!!!I'd appreciate any intervention you can assist me with.******************************* ************

  Business response

  10/24/2022

  Hi unfortunately there was a Starlink connection problem that has been resolved.  ********************** vehicle has been repaired. We are sorry for the inconvenience and frustrations she experienced while awaiting this repair. 

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 11, 2022 I took my car into Subaru of White Plains for a ****** mile service check which I was told would take one day. On the 12th I received a call from a worker at the company stating that as they were changing my windshield wipers, my windshield got broken, and that they would order a new one to replace it and it would ready by Thursday the 14th. When I called said company in the 14th of July, I was told that the car was not ready. On July 21st during a heavy rain storm the car was delivered to my home. When driving the car on July 22nd, I observed a lot of moisture on the windshield of the car, the radio was giving off a lot of static, and a draft of air was coming into the car. Upon examination of the windshield I found out it was not properly shield. I drove immediately back to Subaru of White Plains, and told them what I observed. I was asked to make an appointment to return the car. On August 2nd, I returned the car to Subaru of White Plains. I made a call of August 6th to inquire about the status of the car. I did not get to speak to anyone so I left a message. Not hearing from anyone, I made another call on August 9th. I spoke to one ********************* who told me the work was done and the car was presently in the wash. Approximately two hours after I got there, the car was brought to me. Upon examination of the car, I found that nothing was done to the car and was the same as when I first brought it there. I pointed this out to *********************. I also pointed out that he told me two hours before that the car was in the wash, and that he lied to me because the car was filthy all over and not one drop of water had touched the car. I also said to him that the car sat there for eight days and nothing had been done to it. At this he walked away from me and went inside the building.

  Business response

  08/12/2022

  To whom it may concern:
  
  We are in receipt of ****************** complaint wherein she describes her experience with Subaru White Plains. During a routine service, her windshield was damaged. We apologized and offered to replace the windshield, obviously at no charge to ****************. **************** was not satisfied with the installation so we brought her vehicle back to our repair center for adjustment.
  
  **************** advised of moisture inside her windshield. What she described sounds like normal condensation collecting from cool and warm air mixing, however, were more than happy to spend some time with her vehicle to see if we are able to duplicate her concern.
  
  With regards to her radio concerns, AM stations are often staticky,however, when **************** drove with our representative, the station was working.
  
  We are sincerely sorry for the lack of communication, theres no excuse for that. We will be contacting **************** directly to schedule a convenient time to bring her car in for further diagnosis and will provide pick up and delivery service as well as a complimentary loaner vehicle.
  
  Should you have any further questions about this case, please dont hesitate to contact me via email or at ************.
  
  Best regards,
  
  ********************************
  VP & Group Manager

  Customer response

  08/16/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

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