Complaints

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:12/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  At the beginning of October 2024, there were warping defects appearing on the driver side door trim pieces and the driver side mirror of my 2024 ****** ******* purchased new on 02/12/24 from ****** of Utica. On 10/19/2024, vehicle was brought to ****** of Utica to address defects. Employee took pictures and said to give them a week after refusing to schedule an appt to have it checked by a qualified mechanic. On 10/21/2024, I spoke with ****** ** ******* directly was told no pictures were submitted of my vehicle damage by Saburu of Utica. I was told by ****** ** ******* to resubmit my own pictures directly to them and allow another week for them to get me an appt date to have it looked at by a qualified mechanic. After submitting requested pictures, I was contacted by ****** ** ******* on 10/23/2024 where no further information or assistance was provided, I was told to wait until 10/30/2024 to hear back from Subaru of Utica. After not hearing again from either ****** ** ******* or Subaru of Utica, I took my vehicle directly to Suburu of Utica on 10/30/2024, where I was told by the service desk employee that they spoke with ****** ** ******* and directed me to report the damage to my insurance. This is all after the vehicle had still not been seen by any qualified mechanic or body repair specialist. The service desk employee told me that the damage was caused by parking next to something that was 200 degrees (I did not), when I asked why the rest of the that side of the car wasn't damaged then, he had no response. The alleged service department manager for Suburu of Utica, Billy M*******, told me that Subaru of Utica was told by ****** ** ******* to not make any repairs to my vehicle and I would get no resolution or compensation from them or ****** at all regarding the defects. To this date, I have received no further correspondence from ****** ** ******* or Subaru of Utica and no appts/repairs have been made for the trim or mirror.

• Initial Complaint

  Date:04/04/2024

  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.

  I bought a used ***** truck from this dealership on 2/17/2024 truck was inspected by them and serviced I was told. I drove the truck for a month after buying it then the front brakes started shaking the front wheel bearings went out and the front and rear differential seals went out. I paid 21,000$ for the truck thinking it was all good to go then all that stuff went out on me. So I'm not really sure what the resolution could be haven't heard back from the dealership at all texted the sales man that I did the purchase through didn't hear anything and also sent a email in and never heard anything.

  Business Response

  Date: 04/05/2024

  Good Afternoon, This is a 12 year Old Plow Truck , In the attachment is a certificate of New Your Inspection,  Buyers order and a WE OWE form that is signed by *****, understanding he was offered a Extended Warren. After delivery the car was used as a Plow Truck, an now has it apart in his personal garage . We feel we have no responsibility for any additional repairs 

  Customer Answer

  Date: 04/08/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The truck has 75,208 miles on it so I've put 1,208 miles on it since I've bought it. This is also what the front rotors looked like that were on the truck.  Regards, ***** ******* 

• Initial Complaint

  Date:09/13/2023

  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.

  Purchased a vehicle paid in cash the month oh July. Weeks later all 4 brakes and rotors needs to be replaced. It became obvious that the company just wanted to make a sale. Tried contacting the local office and was met with hostility. Tried contacting the corporate office sent an invoice was told the check was in the mail. After about a week of bout receiving anything I tried getting in touch with them again and they stopped responding. Tried using their ******** as point of contact and they blocked me as well as my family

  Business Response

  Date: 09/28/2023

  BBB spoke to the Administration at the company and the following was relayed: The customer drove the vehicle on a trip to Florida about 3-4 weeks after purchasing.  I'm not sure if something happened to the brakes during that trip? Regardless though, nobody in our company ever told her we would be sending her a check.   She is not owed a check.  When the car was purchased, we performed a full inspection and everything- including the brakes- were inspected and passed inspection.  We have a company policy of videotaping all inspections.  I have provided the video recording of this inspection to BBB that clearly shows the brakes were good at the time of inspection.  Thank you.   

• Initial Complaint

  Date:08/01/2023

  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.

  Purchased a car on 6/23, paid over $12000 cash, within 3 weeks I had to have all 4 brake pads and 2 rotors replaced. I was out of state and the brakes were grinding badly so I went to a garage and had the work done and it cost $800+. I called several times and left messages to Utica Subaru, via text someone asked for the invoice, I sent it then heard nothing, after over a week and multiple unreturned calls I spoke to Roberto who was VERY rude and basically said it’s my problem and there’s nothing they can do, said there “no way” the brakes were bad as they passed NYS inspection 2 weeks earlier. I asked to speak to his supervisor and he told me to call Oregon, apparently where their parent company is located. I did file a complaint via the parent company but as of today the issue remains unresolved.

  Customer Answer

  Date: 08/09/2023

  I did not receive a copy of any warranty and the miles were 101,803 thanks 

  Business Response

  Date: 08/14/2023

  Sorry, I was out of town last week,  in looking into this complaint,  ******** purchased a vehicle that has over 100,000 miles, which dose not qualify for Lemon Law,  Customers was offered the option of purchasing a warranty, ,  but choose Not too.    

  Customer Answer

  Date: 08/14/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Regards,  ********* ********

• Initial Complaint

  Date:05/03/2023

  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 fiancé & I decided to come in for a test drive as we were in need of a 3rd row vehicle. a ********** ********* and they had one for $22k which was a deal for the low miles the vehicle had. My fiancé test drove the car(as she will be the main driver of vehicle) while on the drive I noticed In The back seat the switches for the fan vents were both broken. There was food in the pockets ofthe seats the cup holders had some grime. The visors had stains and dirt on them as well as most of the interior. (Seen in photos) as it was a pre owned vehicle we understand people will be messy . But I asked the sales associate if they would be detailing and cleaning the stains and repairing the vent In The back seat. He said “yes , I will personally make sure they will have that done before you pick up the car.” We went home after speaking to Jen the financial manager who was going to look for a good quote for us. We gave her permission to run our credit score. She proceeded to tell us our credit scores were low at 620 and she low balled our scores which was 670. I had been preapproved through my bank for $25k but Jen told us we would be able to get a better rate. 3 days of her attempting to do her job she came up with nothing so I went back to my bank to see what they can do. within 20 minutes. I was able to get a better quote than originally given with a higher loan offer. It took me 20 mins to do the job that took her 3 days. There was a warranty for $4k that we didn’t want included but Jenny insisted that we get it after we told her that we didn’t want it she said that her manager refused to discount the car. When didn’t need it discounted. After arguing through emails she said it’s all set see you at 4:30 She then texted us when we were 15 mins away saying are you coming I have a lot of deliveries. She hard checked our credit 10 times!! We signed papers received the car and the repairs hadn’t been done and not cleaned. I’m out of characters but I could say so much more ????

  Business Response

  Date: 05/06/2023

  When ***** was here, and drove the car it was raining. The car was not detailed or serviced.  We put the car in for service and detail, but was not to his satisfaction.  My Salesman D***** has reached out to *****, and told him to drop the car off and we would re-detail the car. As far as Credit, ****** ****** pulls a higher credit rating than the bank pull.  We have to use the credit score the bank gives us, because they hold the lien on the vehicle.  When he drops the car off, we will put him in a rental vehicle at no charge to him and we will address him issues  

• Initial Complaint

  Date:12/17/2022

  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 went to the dealership to get the paperwork for the price of a ****** *** to take to my bank to apply for an auto loan. I told them I was going Solely through my bank to get the loan and wasn't going through them to get the loan through my bank. They ran my credit score and dropped my score from a 635 to a 618 as of now. I told them I was going Solely through my bank to get the loan and they offered to send the paperwork to the bank, which was fine, however I told them that I was going Solely through my bank for the loan, not through them through my bank. I just want the problem sorted out since I understand they're just doing their job and possibly made a mistake, I just want the credit score fixed. I already called my bank as of the date of this report to inform them of the problem and left a message. Thank you for your time. ******* ** ******* **

  Business Response

  Date: 12/20/2022

  CUSTOMER WAS HERE IN THE SHOWROOM, AND GAVE US A FILLED OUT AND SIGNED CREDIT APPLICATION GIVING US PERMISION TO RUN HIS CREDIT TO KNOW IF HE COULD QUALIFY FOR FINANCING A $40,000 + LOAN,  BEFORE SENDING IT TO THE BANK AFTER VIEWING THE CREDIT APPLICATION AND INCOME, WE ADVISED HIM TO GET A STRON CO-SIGNERTHE DEALERSHIP DID A SOFT PULL, TO THE CREDIT TO ACHIEVE A SCORE. WE HAVE NO WAY OF ERASSING THE REQUEST TO THE CREDIT BUREAU

  Business Response

  Date: 12/20/2022

  CUSTOMER WAS HERE IN THE SHOWROOM, AND GAVE US A FILLED OUT AND SIGNED CREDIT APPLICATION GIVING US PERMISION TO RUN HIS CREDIT TO KNOW IF HE COULD QUALIFY FOR FINANCING A $40,000 + LOAN,  BEFORE SENDING IT TO THE BANK  AFTER VIEWING THE CREDIT APPLICATION AND INCOME, WE ADVISED HIM TO GET A STRON CO-SIGNER THE DEALERSHIP DID A SOFT PULL, TO THE CREDIT TO ACHIEVE A SCORE. WE HAVE NO WAY OF ERASSING THE REQUEST TO THE CREDIT BUREAU 

• Initial Complaint

  Date:06/07/2022

  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 purchased a 2019 ** *****. It was an all cash deal. My check was cashed on April 22, 2022. It is now June 7, 2022 and Carbone Subaru of Utica has still not provided the title and registration to the vehicle. I believe they sold the vehicle without having clear title to the car which is illegal in New York State. They do not respond to my calls or messages. Without the title I cannot register the vehicle. The 30 day temporary registration has expired, so now I have a vehicle I paid for and I cannot drive it.

  Business Response

  Date: 06/09/2022

  Ok, I have researched this and found the paperwork was sent to Driveway Texas , and the have hired the "******* ***" to register the vehicle.  The hold up was we were waiting for the customer to send us a original copy of the inspection. We now have it in hand, and we are mailing it to the registration company. it had to be an original copy not a fax. this should be settled shortly

  Thank You for your patients

  Chris C*******

  Sales Manager Carbone Subaru Of Utica