ComplaintsforCarbone Subaru of Utica

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 response

  08/09/2023

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

  Business response

  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 response

  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

  05/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  12/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  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

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

• Initial Complaint

  04/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In early March around 8th I took my car to carbone ****** of Utica to get a neautral safety switch replace and tires mounted and a ny state inspection I was quoted almost $8000.00 dollars for the repairs on my car to pass inspection I told them to just replace the neautral safety switch mount and balance 4 tires so I payed them over $600.00 dollars to have these items fixed I picked up my car and took it home I went to the parts store and bought what I needed to get the car inspected it was less than $500.00 I have since fixed what was needed for inspection when I got the car repairs compleated and the inspection done I drove the car to another garage to get a front end alignment done when I started the car ( after sitting for two weeks because of repairs being done) the check engine light came back on I called ****** and told them about it they said they would fix it at no charge but I am still waiting for them to call me back to make a appointment every time I call them I leave a message and it takes them 2or 3 days to call me back I called them on or around the 26 of March and I’m still waiting to get a appointment I’m am very disappointed in that dealership I need my car fixed

  Business response

  05/06/2022

  spoke with customer and set an appointment to repair the vehicle at no charge. 

• Initial Complaint

  11/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 7th, I was in the market for a motor vehicle and went to Carbone Subaru in Utica, NY. Accompanying me, was my daughter, **** **** *******. Upon arrival, I was introduced to sales consultant, Brad G*****, which was prearranged in advance by my daughter, **** **** ******* who called Carbone to check their inventory of Subaru’s.  At this time, I tried out two vehicles, one being a 2015 Subaru, Forester. I told Mr. G*****, I was interested in the 2015 Forester and we went to his office for a consultation. During the consultation, Mr. G***** reviewed the sale and produced a document reflecting the costs associated with the purchase of this vehicle. One item that stood out in this document was a warranty registration form for “Appearance Protection” for $694.00. I inquired as to what this charge was and was told it was insurance covering the exterior paint and interior for stains, etc. In the presence of my daughter, **** ***** I told Mr. G***** I did not want this protection and his response was, “Well, I will just cross this out then.” At this point, Mr. G***** took a pen and ran a line through this purchase crossing it out. I am aware, as most people, insurance policies of this nature are a scam and rarely used by the consumer.  On July 9th, I returned to Carbone Subaru to pick up my car and met Mr. G***** who introduced me to Bethany Trout, who had prepared the necessary paperwork for me to sign. As I signed the many documents, which came at me very quickly, I focused on the contract of sale which listed itemized charges and verified the appearance protection was not listed as it was previously, and signed the document.On July 10th, I was home and preparing to file all of the documents signed at Carbone on July 9th when I noticed I signed a warranty registration form for appearance protection for $694.00. I then rechecked the contract of sale to verify it was not listed for a second time. This confirmed again this protection ($694.00) was not listed in this contract. At this point, I realized Carbone had inflated the price of the car to include this unwanted (and refused) appearance protection of $694.00 to the price of the car I had financed.On July 10th, I called Carbone and left Brad G***** a voice mail asking him to call me as soon as possible regarding his deceptive practice and fraudulent charge included in my financing.On July 12th, having received no response from Mr. G*****, I left another voice mail for him to call me. At this same time, I also inquired as to the identity of Brad’s supervisor and was given the name of Rob B******, sales manager for Carbone Subaru.On July 13th, I spoke with Mr. B****** and explained the situation and events which took place regarding this purchase. During this conversation, I informed Mr. B****** that I wanted to be compensated in the amount of $694.00 for the appearance protection that I had instructed Mr. G*****, which I did not want. His comment was, “I have your paperwork in front of me and it looks like you have signed and agreed to everything.” This was the end of our conversation as I was then aware that I had just been scammed by Carbone’s dishonest and fraudulent sales practices.I would like to point out, there was no empathy, or concern here for the customer who had just been scammed out of $694.00. Had Mr. B****** had an ounce of integrity or ethics, he could have easily resolved this by offering a refund and an apology for what could have been assumed as a mistake at the time. This was absolutely and intentionally an orchestrated and intentional act. Under the circumstances, I would like to file a complaint with your department in hopes of recovering my financial loss due to Carbone’s and Lithia Motors’ unethical and illegal business practices.Sincerely,****** ** *********** ***** **** ************ ** *****###-###-####PS If need be, my daughter is willing to provide a sworn statement to the events she has witnessed in this letter.

  Business response

  11/29/2021

  Good Afternoon. In the attachment is a copy of the buyers order signed ****** *******. Page #1 There is no notation of him not selecting or crossing out the Protection Package " Perma Plate" Page #2 is a second sheet stating Mr ******* accepting Perma Plate Protection Package and signedPage # 3 is where Mr ******* signed authorizing the Perma Plate Protection to protect his investmentI see nothing that shows he did not want it.  

• Initial Complaint

  11/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a vehicle from carbone suburu Utica on 11/2/2021 Took out a loan for about 12, 127.99 My payments are substantial due to my credit (over 400 a month) This was supposed to be a reliable vehicle to get meto work. I took on more hours and this car was going to make that possible. I also hoped it would help me improve my credit. I paid in good faith. When I test drove vehicle, and prior to handing over check, I noticed check engine light (also on another vehicle I drove) and pointed this out. The sales person Vincent acknowledged this and assured me that it would be taken care of and that car would pass inspection. I was later told car had no issues and it was thoroughly inspected and it was a mere sensor light. Today, on the 4th, less than 48 hrs and the cars engine light is back on. Now, prior to buying car, I was told by Vincent that due to miles and year of car (2013) I wasn't able to be given a warranty...that said he also told me that they were typically pretty good with fixing cars in the 30 day timeframe Well, I called him to tell him and now he's starting to whistle a different tune!! Now he's starting to tell me that due to the mileage and warranty there's not much they can do...and he's sorry he doesn't have better answers....he also tried telling me it's the cold weather...But I checked the manual and it clearly says if the light is steady and it stays on,, there's an issue...we borrowed a code reader and it comes up that theres a system leak!! I would not have bought a car with a known issue like this Plus, I was told that it was a sensor light and that it was fixed, but it's not a sensor light and its not been fixed!! Now I'm stuck with this loan and if I don't have a vehicle, I can't make these payments because I won't have a job!!!! I want these crooks to fix the problem and not just clear the code. And if they don't do that, I want my money back so I can go buy myself a car so I can get to work!!!!

  Business response

  11/05/2021

  Good afternoon.  Yesterday we had ******* * drop off the vehicle. I meet with our Service Director and he said when the vehicle left here there was no Check Engine lights on.  

  Now there is a light on, it was diagnosed as a EVAP Code, which is simply a small door flap to the gas door, that regulates air into the atmosphere. Totally drivable.  We have ordered a replacement part and should be here and installed buy 11/11. ******* said they would retract the complaint once the light is off

   

• Initial Complaint

  10/09/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  on July 27th 2021 I bought a ****** from Travis was my salesman. I was trading in a old vehicle and putting 500 in cash down. Now I was happy I even was able to get the car I wanted to build my credit after COVID took everything away from me. But I needed my daughter to co sign and she just bought a brand new car so she really didn't want to but then agreed to so I had a nice car to drive her kids around like I do. On July 27th I had to get car insurance so my daughter said the only way I can put it on mine is we have to pay the payment first of 422 because I'm in canceling status so I called Travis or text Travis told him then he sent back a text stating his company will pay whatever to get my insurance started and he called the insurance did a 3 way call with my daughter and her insurance company and got my car put onto the policy but the whole time my daughter and I believed that he was making this 422 payment or else why would he be calling her insurance company and texting that

  Business response

  10/26/2021

  Good Morning,  I was not part of this transition, but I did speak with ******** *** regarding this.  My Salesman Travis told her if both parties came in ( ******** & ******, we would assist her in getting insurance on their 2016 ****** ******** they purchased from us. 

  Only ***** came in. We were able to assist ***** on getting insurance on the 2016 ******** anyway.

  If you read the cancellation paperwork Suspension Order dated 8/31/2021, it clearly says the cancelation is on a 

  2021 ********** , which we had nothing to do with. That ********** was purchased elsewhere.

  Chris C| Carbone Subaru  Of Utica,  Sales Manager

*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. ↩