ComplaintsforCarr Subaru

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Originally purchased a vehicle from their dealership in 2022. When I purchased the vehicle, I originally purchased it with a GAP insurance policy. Recently, I had decided that I no longer wanted to keep the policy and cancelled with the policy holder (Ally Auto). When I cancelled with ****, they told me the prorated refund for my policy would be credited back directly to my loan balance within ***** days. Three weeks go by and I don't see the refund credited to my loan balance, so I call Chase (my loan bank), and they say they haven't received anything. I call Ally again, and they say that the refund should have been sent to the dealership for them to process it towards my loan balance. For the past week, I have been trying to get a hold of someone in ****** finance department, but have either been hung up on, sent to voicemail, or not picked up at all. I've sent a message through their website contact form and have yet to hear back from that as well. I've never had an issue with **** before, and they were helpful when I originally purchased my vehicle and the continuing service of the vehicle, but for some reason when it comes to questions or concerns regarding a financial issue, it's complete radio silence.

  Business response

  07/08/2024

  ***** with Carr Subaru spoke with ************** July 8, 2024 in regards to the the gap cancellation concern. Carr Subaru has sent the proceeds in the form of a check to ****************** lender. After a very pleasant conversation I confidently believe this complaint to be resolved. ************** has my contact information and will reach out to me personally for any future sales or service related assistance. 

  Customer response

  07/10/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After a long day of work on 6/28/23, I came out to my car and noticed that my back right tire was completely flat. Given I had been driving my car all week with no notable issues, I assumed I just needed to have a routine hole patched up. When I went to Carr Subaru the following day (where I had purchased a new set of tires with less than 8k miles on them), they told me the tire was totaled and that I needed a brand new one. Even though I presented a warranty claiming coverage up to 50k miles (my car was at ****** miles when I bought the tires), this was quickly dismissed as a situation where my warranty was not applicable. I voiced my displeasure but given my busy work schedule caved and paid nearly $200 for a new tire, and then an additional $500 related to a fuse they happened to come across that they claimed had to be replaced. Given my recent experiences at **** I seriously question the integrity of their service repair group, especially given the fact that they refused to honor the printed warranty I brought with me. I don't expect a refund for the fuse replacement but I would have expected a more honest response to the tire replacement given it only lasted 8k miles.

  Business response

  07/14/2023

  We are working with the customer towards a resolution. We have been having some phone tag issues. We will be refunding the amount paid for the tire.  As soon as the customer and I connect we will have this discussion.

  Customer response

  07/18/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subaru has not been able to repair a random honking noise that my car has made since the purchase in 2020.It has been in the shop for 95 days. Another scheduled for 5/15/23. I've exchanged over 70 emails.Although I purchased the vehicle from CARR Subaru, and they have done all of the services, they required me to reach out to Subaru Customer Advocacy in order to assist in a resolution. If the company that I purchased a car from cannot make the repair, they should be able to resolve to problem (new car, etc.) or contact their parent company. I should not have to continue to waste my time and money due to their faulty product.I have video evidence of the sound. The dealership was also able to reproduce it. However, they cannot diagnose nor repair the problem.

  Business response

  05/15/2023

  The first time ******* brought his car is for this noise was on 11/07/2022 at ****** miles. ******** was able to provide a video with noise. However, we spent a few week looking at this car unable to replicate the noise. Finally, we were able to hear the noise once, the noise lasts maybe a second then it's gone. We made a repair that was suggested by Subaru engineers as we couldn't diagnose due to the last of replication. We released the car back to *******. Then brought it back on 3/07/23 with the same concern. This time we never got the noise to occur. Again, with Subaru's engineer assistance we made another repair attempt. Again, we delivered the car back to him and now the he heard to noise again. He had spoken with *****, one of the service advisors an told him he want's his car bought back under the lemon law. We instructed him to contact Subaru corporate to start a lemon law case if he desired. He wasn't happy that we as a dealer wouldn't do this for him. We let him know that he has to initiate any buy back assistance with the manufacture. 

  The car came back in today to look for this random noise. Any time the car has been in for these repairs we have provided a loaner car. We have had the car about 3 months between the two repair attempts. When dropping off today he expressed with ***** that he isn't unhappy with the service we provide just frustrated with the car.

   

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

  Service Manager

  Carr Subaru

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

  Business response

  05/15/2023

  The first time ******* brought his car is for this noise was on 11/07/2022 at ****** miles. ******** was able to provide a video with noise. However, we spent a few week looking at this car unable to replicate the noise. Finally, we were able to hear the noise once, the noise lasts maybe a second then it's gone. We made a repair that was suggested by Subaru engineers as we couldn't diagnose due to the last of replication. We released the car back to *******. Then brought it back on 3/07/23 with the same concern. This time we never got the noise to occur. Again, with Subaru's engineer assistance we made another repair attempt. Again, we delivered the car back to him and now the he heard to noise again. He had spoken with *****, one of the service advisors an told him he want's his car bought back under the lemon law. We instructed him to contact Subaru corporate to start a lemon law case if he desired. He wasn't happy that we as a dealer wouldn't do this for him. We let him know that he has to initiate any buy back assistance with the manufacture. 

  The car came back in today to look for this random noise. Any time the car has been in for these repairs we have provided a loaner car. We have had the car about 3 months between the two repair attempts. When dropping off today he expressed with ***** that he isn't unhappy with the service we provide just frustrated with the car.

   

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

  Service Manager

  Carr Subaru

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

  Customer response

  05/15/2023

   
  Complaint: 20051491
  
  I am rejecting this response because:

  1. This complaint was first reported to Subaru on 11/09/2021 (****** miles) service along with another issue that was preventing the car from driving, not 11/07/2022. On 11/17/2021, when I picked up my car, I followed-up with ***** about only one of the two issues being repaired. He responded with something to effect of, 'since we repaired this brake hydraulic issue, it may have been cause the audible issue too. So, if you hear it again, try to record it for a future evaluation.' This made sense because the noise appears to be coming from the same general location or surrounding area.

  The whole reason I presented video evidence of the problem on 11/7/2022 is because ***** had asked me to at the previous repair attempt. In the email example below, you can see that ***** used the same language. 

  2. Today, I did not express to ***** that I was not unhappy with the service. What I told *****, was that I understood that none of this was his fault. I do, however, have emails that clearly express my level of dissatisfaction with the service provided.

  Example:

  November 28, 2022 email from *****:

  "...We did get word from our District rep and Subaru of ******* saying it's safe to release the vehicle but we still haven't found the origin of the noise.
  
  They would like you to monitor it but my shop ******* wants to call Subaru tech line to see if anyone else in ***************** has come across this specific noise..."

  My response on November 28, 2022: 

  "...This is very concerning. If Subaru hasn't found the source of the noise, then they do not understand what the problem is. Therefore, it should not be cleared as 'safe to release.'
  
  I reported this issue at least 1 year ago when your dealership repaired the last recall/warranty issue (November 2021) -- which also could not be easily reproduced. I was told then to monitor it because the repair completed could resolve both issues. So, when you tell me to monitor it, that's what we've done. I returned with video/audio evidence. What else could I possibly monitor?..."

   

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

• Initial Complaint

  09/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Subaru 2022 still under warranty has issues with emergency braking and obstacle detection. They could not resolve and didnt want to contact Subaru for further explanation.They cant explain details of the emergency braking nor they want to contact Subaru.Ive been promised a service manager will contact me, No one contacted me.

  Business response

  09/19/2022

  I spoke with ****** at 11:20 am 9/19/22. We discussed his feelings about the eyesight system. He doesn't believe it is working correctly. We have looked at the system in the past and all systems were working as designed. at that time. We will be contacting Subaru's field service engineer and plan a day when both he and ****** can make it here on the same day. We will also make a way to demonstrate how the eyesight works on assisting the driver in an emergency situation. ****** was happy with this response.  

  Customer response

  09/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The service manager has reached out to me and suggested a safe way to demonstrate the emergency braking is working.  He also proposed a day where Subaru's field service engineer will be in the area so we can meet and demonstrate the emergency braking.

  One point of disagreement : I perceive the emergency braking and obstacle detection as not functioning properly. Also the details of when the emergency braking should be engaged is still vague. 

  I believe by getting Subaru involved, the service manager has done the right thing and I  commend him for that decisions.

   

  Thanks for all parties for working on getting this issue resolved.

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

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2021, Carr Subaru sold me a used 2015 ***** SE knowing that it did not have the socket key to unlock the locking lug bolts. Yesterday I parked across from the Hillsdale library and mustve hit something metal because the tire was lacerated went flat immediately. I tried all day yesterday to get a response out of them without any luck. So today a woman named *** went to her boss and they said that because I didnt have insurance on the car and I got in an accident on it and I had no equity in it Im eventually going to just let it go and report it stolen once I have insurance. Now they are using that conversation as an excuse to abdicate themselves from any responsibility for this. The car is sitting 3 miles from my home and now Im gonna have to drive back and the tire will likely off destroying the rim.

  Business response

  09/07/2022

  Im sorry that ****************** is experiencing difficulties with his vehicle, and Id also like to apologize for the trouble he had connecting with us on August 24th when he called in.  It was our annual Employee Appreciation day and we had closed the dealership early at 3:00 pm.  The answering service we used was aware of this but unfortunately did not relay this information to Mr. ************ further compounded his frustration. 
  The next day when I received the message and reviewed the call recordings about Mr. ******** concerns, I called him back so that I could better understand from him what happened. 
  ****************** told me that he had sideswiped another vehicle and had likely damaged his tire.  He indicated that had driven around a little bit on the damaged tire but eventually he drove and parked it outside the Hillsdale Library in an effort to avoid having it towed by a repossession agent.  The tire would not hold any more air and he did not feel it was safe to drive. 
  He accused our dealership of failing to provide him with the key to unlock his lugnuts and demanded that we call ******************* to tow the vehicle back to their shop, replace the tire and ***************** for the repair.  As I processed what he wanted us to do, ***************** then informed me that he did not even want the vehicle anymore (due to negative equity I think he said) and that as soon as he obtained insurance on the vehicle, he was going to remove the cars plates and drive it downtown and leave it with the keys inside so that he could report it stolen to the insurance agency. 
  I told ****************** that I did not want to be a part of any type of fraudulent activity, and that it wasnt at all clear how Carr Auto Group was responsible for his damaged tire when we more than 9 months had transpired since his purchase.   I tried to explain that our reconditioning process involves a thorough inspection of wheels and tires.  Whenever our technicians note a wheel with locking lugnuts, they will confirm that there is a lugnut key within the glove box or center console.  I tried to explain this to ****************** and suggested he do another thorough search of his vehicle.  Instead, he cut me off in the conversation and yelled, So, youre not going to do anything?!  Well[expletive]you.  I will burn you down on social media. 
  We try very hard to ensure that we deliver great service to our customers and look for ways to accommodate concerns when they arise.  However, in this instance, we do not feel that there is justification for our further involvement. Sincerely, *****************

• Initial Complaint

  08/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Delay in transfer of car title and registration.

  Business response

  08/15/2022

  I am sorry that there has been such a long delay for the processing of the *** work on this vehicle.  We are at the mercy of the previous lienholder (and bank) to timely submit the title to us when we paid the vehicle off from the previous owner.  Unfortunately, the bank sent the title to the previous customer in error and it took a while to get the bank to issue a lien release for us.  That was eventually done and we have submitted the required paperwork to the ****** *** for processing so that ************************* can get his title.  We've been told by the ****** *** that the title is set to print sometime this week so we can hopefully expect something within the next week.  We all wish this process could be expedited, but unfortunately it seems there are still many hold *** in the system.    

  Customer response

  08/15/2022

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought brand new Subaru Outback at the end of January 2022. A large bolt popped the rear passenger-side tire on 5/11/22. Brought it in to **** workshop to repair or replace tire, and technician said he can't repair tire because the hole is right next to a patch. We never put a patch in that tire, our car has less than ***** miles on it. It should have been a brand new tire but apparently it was not and we were not informed of this at time of purchase. All we wanted in compensation for this was a new replacement tire, but they would only replace it with a another used tire and one that doesn't even match the rest of the tires. We would like for them to replace that tire with a new matching tire.

  Business response

  05/16/2022

  We have reached out to this customer and have resolved the situation

  Customer response

  05/17/2022

   
  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.
  
  Sincerely,
  
  *****************************

*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. ↩