ComplaintsforSubaru of Corvallis

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/8/2023, I dropped my 2008 Subaru Outback, LL Bean Edition off at Subaru of Corvallis (henceforth "Subaru") for an engine misfire. Subaru charged me $176 for a diagnosis of the misfire which I accepted. Following the diagnosis, they requested $771.10 to replace 6 spark plugs on my engine. I approved the work thinking the spark plug replacements would fix the engine misfiring given the information I had received from Subaru. Replacing the spark plugs did not solve the problem, and Subaru requested an additional $528 if the additional diagnosis took 3 more hours. Subaru tried to charge me for an extra $528 for a second diagnosis when I was already committed to paying $176 for a diagnosis that should have figured out what the problem was. I was given information from Subaru that their initial diagnosis fee fully would cover diagnosing the engine misfire rather than trying one solution and asking for more money.Subaru also recommended I replace the axle seal on the front passenger axle as it was leaking. They requested $382.15 which I approved. On 11/10/2023, I received a call from Subaru stating that they had broken the bolt in the ball joint due to heavy rust and corrosion, and they wanted an additional $557.31 to fix the problem they caused. They did not notify me before working on the ball joint and ultimately breaking it and claimed I accepted the risk when I approved the axle seal replacement. However, the lack of communication with this repair and the assumption that I, who like most people do not know much about car repairs, would be aware of the risks with the repair process is unacceptable. The additional charge of $557.31 to fix a part that Subaru broke is unacceptable. I picked up the car from Subaru on 11/11/2023, dropping the bill from $2489.51 to $709.11 after discounts and cancelling other services besides the diagnosis and spark plug replacement. My car was in somewhat drivable shape beforehand and is now in worse shape because of Subaru.

  Business response

  11/28/2023

  I want to respond promptly to the open claim from ************************** 
  Timeline of visit documentation repair order opened 11/8/2023 and closed 11/11/2023. 
   
  Customer comes in with this complaint  THE                       
  ENGINE IS SHAKING AND HAS ALREADY BEEN DIAGNOSED A                      
  S AN ISSUE WITH THE ***** PLUGS AT JIFFYLUBE, TOOK                      
   TO ********* AND THEY COULDNT DO ANYTHING. 2 CYL                      
  ****** ARE FIRING INCORRECTLY, POSSIBLY 2 AND 6
  1. We verified customer concern and recommend starting with the replacement of all spark plugs. 
  This did not fix all concerns, we further diagnosed without additional charges by swapping ignition coils and trying to isolate his misfire, here is the technician story VERIFIED CUSTOMER CONCERN AND FOUND THE VEHICLE                  
         TO BE ACTIVELY MISFIRING ON CYLINDERS 1 AND 6                    
         SWAPPED COILS FROM 1 TO 2 AND 6 TO 5. CLEARED                    
         CODES AND RAN VEHICLE AGAIN. FOUND MISFIRE TO                    
         STAY IN CYLINDER 1 AND 6. RECOMMEND STARTING WITH REPLACEMENT OF ***** PLUGS.REMOVED AND REPLACED                  
         ALL 6 ***** PLUGS. TEST DROVE VEHICLE AND FOUND                  
         IT TO STILL BE MISFIRING ON CYLINDERS 1 AND 6.                   
         PERFORMED RELATIVE COMPRESSION TEST
   
  Again with no further charge our master technician did a full compression test on every cylinder and found all cylinders within specifications. PERFORMED FULL COMPRESSION TEST AND FOUND IT TO             
              BE WITHIN SPECIFICATION ON ALL 6 CYLINDERS.                 
              REMOVED INJECTOR COVERS AND TESTED FOR INTERNAL             
              RESISTANCE AND FOUND THEM TO BE WITHIN                      
              SPECIFICATION. FURTHER DIAGNOSIS WILL BE NEEDED             
              TO TEST FOR INJECTORS ACTIVELY OPENING AND CLOSING AS WELL AS TESTING TIMING AND ECM
  2. Next concern is drivability and a major safety concern the guest declined fixing! Pictures attached and here is the tech findings DUE TO HEAVY CORROSION BALL JOINT BOLT BROKE UPON ATTEMPTING TO REMOVE. REPLACEMENT OF BALL JOINT AND KNUCKLE WILL BE NEEDED.(ALIGNMENT INCLUDED WITH QUOTE.  Guest declined this repair. 
  3. Axle seal has an active drip and is a safety hazard which the customer declined as well, here is the tech story pictures attached Axle Seal: PASSENGER FRONT AXLE SEAL IS LEAKING RECOMMEND REPLACEMENT
  4. Found vehicle over due for oil change and one quart low on oil, this was his first visit ever at our store with this vehicle. 
  5. Found drive belt starting to crack pictures attached. 
  6. The repair bill of $709.11 already included $124.52 in discounts and customer declined all other work recommended, this total was just to replace spark plugs parts and labor no other repairs covered in this charge. 
  7. The vehicle was so unsafe this guest signed an unsafe to drive vehicle at the time of pickup and declined all safety and repair recommendations from us. Repair order attached along with page stating and signed the vehicle is unsafe to drive!
  8. Please call me at ************ with any questions or needed documentation 
   
  ***********************
  

  
  

  Customer response

  11/29/2023

   
  Complaint: 20877031
  
  I would like to address the issues in the order they are presented in the response from ************************

  1) I agreed to pay a $176 fee for diagnosis when I brought the vehicle into Subaru of Corvallis (please see the screenshots from my initial complaint). The expectation with this fee was that any necessary analysis, such as compression tests, would be covered to diagnose the issue regarding my misfiring engine. It was my understanding that the service center would provide ALL analyses necessary to resolve the problem even if replacement of the spark plugs did not fix the issue. Instead, the service center insisted for further diagnosis that I pay another fee of up to $528 (in addition to the $176 diagnosis fee) to continue analyzing the problem since the spark plug replacement did NOT resolve the issue (please see the screenshots from my initial complaint). This $528 fee for further diagnosis seemed open ended and did not cover the cost of repairing any issue found.

  2) In addition to the initial problem with the misfiring, the service center discovered a leak in the axle seal. I initially agreed to this repair which would have cost $382.15 (please see the screenshots from my initial complaint). In the process of repairing the axle seal, the mechanic broke the bolt in the ball joint. The service center stated that I was liable for this repair even though I was not informed of the corrosion on the outside of the ball joint before the repair was attempted. Instead of fixing what they had broken, the service center told me that I needed to approve the repair of the ball joint for an additional cost of $557.31. I declined the repair of the ball joint and ultimately the axle seal at that point because the final cost was more than double the initial starting cost for the axle seal repair.

  3) Please refer to my response for item 2. I declined the repair of the axle seal after the mechanic broke the ball joint and added a $557.31 charge for its repair to my bill. I repeatedly requested that the service center fix the part that they broke for no additional charge, but the service center refused.

  4) I initially agreed to the oil change but declined after losing faith in Subaru of Corvallis's faith to perform competent repairs.

  5) I appreciated being made aware of the belt cracking but declined the service to keep the costs in check.

  6) The discount was given only after I complained to the service center about the broken ball joint and the open-ended costs.

  7) Prior to the breaking of the ball joint by Subaru of Corvallis's mechanic, the vehicle was safe to drive despite the misfiring. The mechanic made the vehicle unsafe when they attempted to repair the axle seal. I decided to remove the vehicle and take it to a different repair facility after the service center insisted that I pay for their mistake. At that point, I was told by the service center that the vehicle could be driven a short distance, and I asked the service center contact (*********************, please see the screenshot attached to this response) to put it in writing. He stated in a text that the vehicle could be driven a short distance (please see the screenshot attached to this response). However, when I picked up my vehicle, the service center representative required me to sign forms that stated the vehicle was unsafe to drive. I have subsequently towed the vehicle to a different repair facility. I agree that the vehicle is unsafe to drive as a direct result of Subaru of Corvallis's mistake when repairing the axle seal.

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

  Business response

  12/07/2023

  1. we did the work customer came in asking for and approved. 

  2. customer states ********** diagnosed but according to car fax vehicle has never been to juffy lube. 

  3. what exactly is the guest wanting me to do to help him to stop getting defamed online by different people each day? if the parents in ******** want to call and discuss they can do so as well. let's just get this resolved in a professional manner as soon as possible.

  4. vehicle lived its first 14 years in ********, ************, Virginia, ******** all snow and salt states. vehicle has rust throughout outside surfaces through ****************.

  5. if the guest buys a ball joint and bolt i will install one time goodwill for no charge. 

  6. according to ****** vehicle has not been to any shop for repairs since being removed from here by customer. carfax is attached

  7. please contact me and let me know exactly what this guest is asking from us. 

  8. thank you 

  Business response

  12/07/2023

  i just tried calling ****** to speak with him directly no answer and no message left. 

  to clarify the original estimate was $176 to verify the vehicle needed spark plugs, it did, then at 3:01pm that afternoon we sent ****** an updated estimate including diagnosis and replacement of spart plugs to which ****** agreed to. 

  replacement of the axle seal was never performed due to removing the parts of the vehicle required is when the rusted corroded bolt broke requiring replacement of a steering knuckle and ball joint to safely repair the vehicle. that is when all work stopped. 

  thank you 

  Customer response

  12/13/2023

   
  Complaint: 20877031
  
  I am rejecting this response from Subaru of Corvallis. Regarding the call, I was called, however I could not pick up as I was in a meeting and no message was left on my phone. The lack of a message is indicative of Subaru of Corvallis's lack of care about my complaint and experience there.

  After checking online, Subaru of Corvallis does state that they may charge extra for further diagnosis after the initial diagnosis fee, and as I have no way to check if that statement was changed in the past month, I will drop that aspect of the complaint.

  However, Subaru of Corvallis still has not directly addressed my complaint about the bolt they broke in the front passenger side ball joint. I was not informed of what the process of fixing that axle seal leak would entail, so I was caught by surprise that they would need to work on my ball joint to access that seal leak. There was clear rust on the outside of the joint which is when all work should have stopped, and I should have been notified. However, they continued with the to work, broke the bolt inside the joint when they removed it, and only notified me after the fact. I was asked to pay $557.31 to fix the ball joint that they broke, which rendered the car unsafe to drive (please see my screenshots and photos attached to my first complaint and previous response). I would like to reiterate, due to the fact that Subaru of Corvallis did not explain to me that they would need to remove the ball joint to access the axle seal leak, broke the ball joint without notifying me beforehand despite visible rust on its exterior, and subsequently requested I pay for the repair, I am deeply frustrated with them and have lost trust in this business.

  The lack of direct addressing of my concerns, especially after I had taken the time to address every point in the initial response, in addition to smaller aspects such as the lack of a voicemail on my phone and the lack of capitalization in their recent response shows that Subaru of Corvallis does not care about my concerns and experience with their business. I would like to be reimbursed $557.31 to cover the cost of the broken ball joint repair, which I'd like to state again, they caused.

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

  Business response

  01/04/2024

  There has been an outstanding offer as to the customer buying the part and ** installing it for free meaning the ball joint only. 

  that is the offer that still stands and yes after a good conversation on the phone with ************ it seems he has soured and is opposed to a reasonable resolution to this. 

  i have provided many pictures and evidence that the vehicle spent most of its life up until a short time ago in snow and salt states. 

  i am not disagreeing a bolt broke when taking this vehicle apart as it would have no matter who was working on it at this time, no matter who would have done this these repairs would have still needed to be done as recommended. 

  the picture evidence shows rust throughout and now the demand has gone from fix my vehicle for free to pay me for the fix i had done on this vehicle all this while i had previously offered to install the part for free that came to us rusted and unsafe prior to us beginning working on said vehicle. 

  i have also asked for a face to face meeting he originally said yes then emailed me stating he would rather not drop the BBB case so i suggested all communication be done through the case. 

  our offer stands buy the one part and we install said one part for no labor charge. 

  Customer response

  01/04/2024

   
  Complaint: 20877031
  

  I am rejecting the response from ***************** Unfortunately, the message that was sent with the offer was lost since **************** sent two messages in his previous response, and I only could see his second message. As a result, I was unaware of the outstanding offer to replace the ball joint free of labor charge, which I appreciate. However, this offer came too late. In his response, **************** states that my demands had changed from fix my vehicle for free to pay me for the fix I had done on this vehicle. When I first submitted this claim, it had been 4 days since I had picked up my vehicle from Subaru of Corvallis, and in that time, no one from there contacted me or gave me any offer to fix the bolt they broke despite my attempts to contact them and assurances in person that I would be contacted. As I had lost trust in Subaru of Corvallis by that time, I decided to take the vehicle to another shop ASAP to fix the damage caused by Subaru and even solve the engine misfire, which was the initial issue. My goal was to at least make the car safe to drive ASAP. By the time I learned of Mr. ******* offer, the axle had already been repaired. Yes, the situation changed, but the issue is the same. Subaru of Corvallis broke the bolt in my front passenger axle ball joint, and I want them to cover their cost for that repair and nothing else.

  I agree that the vehicle did spend most of its life in snow and salt states, but it still drove perfectly fine until the engine misfire, and the bolt in the joint was doing its job. The rust present on the outside of the bolt should have been enough to stop work and notify me before proceeding. If that happened, I would have been able to approve or cancel any further work with full knowledge of the risks involved, but unfortunately, I was not notified. As a result, their mechanic broke the bolt without notifying me of any concerns regarding rust around that joint and potentially being in the joint.
  

  Because of the lack of communication from Subaru of Corvallis prior to opening this case, and my loss of trust in them due to the broken bolt and request for payment for that bolt, I towed the car to ******************** on 11/28/2023 and had them repair the bolt. At the time of 12/7/23 when **************** attached the Carfax report, I had not picked up the car from ********. The Carfax should be updated now. While I appreciate the offer to repair the bolt with no labor charge, I would like to be reimbursed for Subaru of Corvalliss quote on the bolt they broke which is $557.31 to cover the cost of the repair I had to do at a different repair shop due to my loss of trust with Subaru of Corvallis from their lack of communication and poor handling of this issue, especially prior to opening this case.

  I would like to express that my only intention with pursuing this case to right the wrongs caused to me by Subaru of Corvallis, and notify people of my poor experience there.

  Thank you for your time,
  
  *********************

  Business response

  01/18/2024

  We are now saying the rust on the bolt should have stopped the work? Sir, we notified you of everything your vehicle needed, you have already smeared our reputation online including asking family and or friends to do so as well. 

  My offer was made well before any repairs were completed at any other shop. 

  our offer stands and we will not pay for a bill after the fact without giving us an opportunity to fix the broken part due to the severe rust on your vehicle causing a bolt to break while working on your vehicle. 

  We cannot predict when a rusted bolt will break any better than anyone can predict when a light bulb will burn out. 

  you have rejected all reasonable offers to resolve this and gave us no indication you were taking your car to another shop then and only then after the repair is completed according to you do you ask us to pay the bill. 

  Thank you 

  Customer response

  01/19/2024

   
  Complaint: 20877031
  
  I am rejecting this response because:

  Thank you for your response, and Id like to respond in the order to which you made your claims. I have been saying since the start of this exchange that the rust on the outside of the bolt should have stopped work. Additionally,you imply that the rust was minor but later in your response say the rust was severe. To reiterate, prior to accepting the repair on my axle seal, I was not warned of the risks involved, especially that they would be going through my ball joint to access the seal. There was noticeable rust on the outside of the joint which should have stopped work, and I should have been notified prior to that part of the repair, which I was not. I have been saying this from the start of our exchange.
  

  The goal of my complaints is not to slander you all online.I want to share my experience with others and be compensated for the damage you did to my car.

  Next, the timeline you are presenting with your offer to repair does not match what happened. I removed my car from you on 11/11/23. When I picked up my car, I expressed my frustration about my experience to a rep who said they would reach out to me to figure out a solution. I did not hear from anyone for 4 days and I was blown off. I filed the complaint with the BBB on 11/15/23 because nothing had happened. I then took my car into ******************** on 11/28/23 after over 2 weeks without a solution or even a word from you. I needed a working car that was safe to drive for work ASAP and ******** was the soonest available mechanic. If you had reached out to me offering to fix the part for free before then, I would have gladly taken my car into you and not gone to Claytons. You gave me the offer to fix the ball joint for free on 12/7/23 which was almost a month after my experience with you (Please see my previous message for details about these events).

  Nearly a month is an extremely long and unacceptable amount of time to receive a solution from you, especially under the assumption that I would have a car that was unsafe to drive. In fact, 17 days (over 2 weeks) without a solution or even a word from you is unacceptable, and I had no other choice but to take my car into ********* who would fix it ASAP. As a result, I am sticking with my request to be reimbursed for your quote for the repair of the ball joint which you broke of $557.31.

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

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