ComplaintsforSubaru of Moon Township

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sept. 3, 2022, I test drove the 2013 Crosstrek I purchased from Subaru of Moon Township & took possession of Sept. 8, 2022, purchase price approx. $18,000. Nearly immediately after I took possession, an unresolved issue with the AC became apparent. Twice the AC failed after seeming to work. The first was right after I took possession, Sept. 8, 2022. I contacted the salesman, Sept. 16, 2022. The second was after the Oct. 10, 2022, appt where I was told the condenser needed to be replaced. That repair was done as a courtesy after Subaru Corporate Customer Service was involved. The AC completely failed again by 4 days after that appt. I called the service mgr immediately but wasn't able to bring the car back right away. Over the winter, the AC was not a high priority. May 12, 2023, I contacted the service mgr who said he remembered our conversation after the Oct. 10 failure. On May 25, 2023, the invoice showed the result of the leak test as the evaporator core needs to be replaced -- at a cost of $1193.46, plus tax. The AC was not working again by May 28, 2023. The internal service rpt provided when I took possession, but not the CARFAX rpt, states "the ac system doesn't work" & the refrigerant was recharged sometime between Aug. 19 - Aug. 25, 2022. The service dept reminded me -- a number of times -- the car was sold AS-IS. It states within the AS-IS CONDITION form provided when I took possession that "Subaru of Moon has taken meticulous care to assure this car meets...requirements...along with AC, heat and radio functions." I maintain they didn't take meticulous care with the AC system & are refusing to address the malfunctioning system at their expense. I sent a detailed letter on June 26, 2023. After a number of emails that didn't address my request for detailed information about the replaced condenser, they stated my request wasn't reasonable. I replied on Aug. 10, 2023 with a second request that they reply by COB Aug. 15, 2023. They haven't responded.

  Business response

  08/18/2023

  The customer's paperwork is very clear that there is no warranty.  It is also clear that our promise is to make sure that AS-IS vehicles are safe to drive and pass PA state inspection.  We check the AC and heat as a courtesy for our customers, that does not mean we are providing a warranty on every component of those systems.  In the case of her 10-year-old Crosstrek, vehicles have failures over time and this is a risk taken as a consumer when purchasing an older vehicle with no warranty or extended service contract.

  At the time of inspection before sale, there were no leaks found and the AC was charged and continued to work as intended while it was in our inventory and for sale.  When she brought it in soon after purchase we did find a leak in the condenser and replaced it at no cost to the customer, again as a courtesy.  The condenser we replaced is not the component that is now leaking a year later.  Now there is a leak in the evaporator core.  This is a new problem and not uncommon with an older vehicle.  

  The customer asked for paperwork associated with the condenser that was replaced.  We sent her everything available to us from Subaru.  There is no other paperwork to speak of.  We order the parts via part number associated with the descriptions we provided to the customer and Subaru sends the parts and bills us via a parts statement which is a list of every part invoiced for that month.   As previously stated, we were under no obligation to replace the condenser but did that as a good will gesture due to the short time between the delivery of the vehicle and the failure of the part.  
  

  The customer is essentially asking for the dealership to continue to repair/replace all things related to AC failures over the course of time at no cost to her, simply because we check the function of the AC before delivery.  This is not a reasonable request.  There is no warranty either impressed or implied on the AC system. 
  
  
   
  
  
  
  

  Customer response

  08/18/2023

  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.

  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  As I explained to Subaru of Moon Township in my letter of August 10, 2023, despite their contention the paperwork from the sale is clear regarding the absence of a warranty, any statements about the quality of the car, or repairs to the car, expressed in written form, constitute an express warranty.   One example of this is the work shown in the internal service report ******  as done between Aug 19-25, 2022, in response to  line item F "ac system doesn't work."  A second example is their paperwork clearly states Moon Township was "meticulous" with regard to meeting the standards for the PA inspection as well as the functioning of the AC, Heat, and radio. 
  

  As I explained to Subaru of Moon Township in my letter of June 26, 2023, the paperwork provided at the time I took possession of the vehicle does not meet the requirements of 37 Pa. Code § 301.4, specifically subsection (a) (9), with regard to the use of the term AS-IS.  Subaru of Moon Township continues to suggest that my purchasing an older vehicle relieves them of any responsibility for the merchantability of the vehicle they sold.   The work done on the ac system that was not working when they took possession of the vehicle was not provided to CARFAX for consumer review and the internal report was not provided to me until I was taking possession of the car.   
  

  In their response to the BBB complaint, Subaru maintains "at the time of inspection before sale, there were no leaks found" but there is no record of that in the paperwork provided.  I took possession on Thursday and by Tuesday the refrigerant had leaked out.  When they did a courtesy replacement of the convecter on a Monday, the refrigerant leaked out by Friday.  Again, Subaru is suggesting the reason for this is it being an older vehicle, and that the problem didn't happen until a year later.  As I documented, I called the service manager immediately on Saturday, still only about a month after I took possession of the vehicle, to let him know the AC had failed again. 

  There is no way of knowing the evaporator was not an existing problem because there is no documentation showing Subaru did a leak test after the convecter was replaced.  
  Subaru of Moon Township claims they sent all paperwork available for the condenser that was installed on October 10 2022.  What they, in fact, provided initially was a copy of the invoice for the Oct. 10, 2022, service appointment and a copy of the estimate for the May 25, 2023, service appointment.  After I explained I was given those at the time and was not what I was asking for, they provided two generic diagrams of the ac system components with part numbers.   Regardless of why they did any work at their expense, as a courtesy or not, at no time did they provide documentation to verify the installaton of a new condenser in my vehicle. Per the federal Magnuson-Mason Warranty Act, the state statute of limitations for breach of an implied warranty is generally four years from the date of purchase.  That allows a buyer up to four years to discover and resolve a problem that was present in the product at the time it was sold.  Provided the Crosstrek was of normal durability at the time of the sale, reflected in its nature and price, the AC had been addressed as part of the servicing done the end of August, 2022, and had an implied warranty associated with that.  Per the federal statue, Subaru of Moon Township does have a responsibility to address the faulty ac system.
  

  Subaru of Moon Township stated in their paperwork they were "meticulous" about checking the functioning of the AC, Heat, and radio.  So far, they have done the easiest and least expensive options in an attempt to get the ac system to function, which it still does not.  I have already explained to them where they are in violation of 37 Pa. Code § 301.4 and the federal Magnuson-Mason Warranty Act and cannot rely on the use of the term AS-IS nor disclaim any implied warranty.  They also continue to deny an impressed warranty which I am unclear as to what they mean by that.  
  

  What I am asking for is for Subaru of Moon Township to make reparations so that the merchantibiilty of the vehicle I took possession of matched the merchantibility it was purported to have, as reflected in the nature and sales price, at the time I took possession.
  
  

  Regards,
  
  ****** *****

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter bought her first car here in October of 2022. The temporary registration expired in January of 23 and we had to call them to get an extension which they overnighted so it did not run out. It is now April and she still does not have her registration. Once again, more phone calls and I am told they have to file another extension. After providing the insurance information for the third time I am told they will overnight the extension on the 20th as it expires the 22nd. We were provided with a tracking number which shows it will be here the 24th AFTER IT EXPIRES. This is her only transportation and she does work the 23rd and 24th. It seems that all they can provide is excuses and not the registration. It should not be this difficult to buy a car at a dealership.

  Business response

  04/26/2023

  We apologize for the multiple issues with acquiring the registration for this vehicle.  It seems the state did misplace the original paperwork that was sent in.  We were able to get the second extension so technically the registration is not expired, and we overnighted the MV4 pink slip to the customer which was delivered on the 24th of April.  It is good for another 90 days and should be used as a registration card.  The estimate from the state on an official registration card is 20-30 working days from the most recent date of submission which was 4/5/2023.  Please feel free to contact us with any questions. 

   

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  BOUGHT A VEHICLE IN JULY 0F 2022 ALSO PAID EXTRA FOR EXTENDED WARRANTY 2690.00 . CAR WAS WRECKED ON10-09-2022, INSURANCE CO. TOTALED THE VEHICLE ABOUTONE WEEK LATER.THE END OF OCTOBER FILLED OUT PAPER WORK TO GET MONEY BACK FROM EXTENDED WARRANTY. HERE IT IS 12-22-22 NO REFUND. I JUST CALLED SUBARU CORPORATE TODAY 12-22-22 THEY TOLD ME THE REFUND WAS SENT TO MOON TWP SUBARU ON 11-01-22. I THINK IT'S TIME FOR HEADS TO ROLL AT MOON TWP SUBARU AND CRIMINAL ACTION BE TAKEN.IF BBB CAN NOT RESOLVE ISSUE I'LL BE FORWARDING COMPLAINT TO ATTORNEY GENERALS OFFICE.*** ****************** SERVICE AGREEMENT********

  Business response

  12/28/2022

  The customer's refund was processed on October 28, 2022.  Payment in the amount of $2505.50 was sent to Century Heritage FCU who still held the lien at that time.  The customer should contact the credit union to find out why he has not received a refund from them in this amount.  

  Customer response

  12/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2017 I purchased a brand-new 2017 Subaru WRX (last eight digits of the *** ********* from Day Apollo Subaru in Moon Township. They talked me into buying a non-Subaru backed warranty which was an extended drivetrain warranty for 100,000 miles or seven years. I paid in full for the car and warranty. On March 5, 2022 I decided to trade-in the car with 62,697 miles on it at a different Subaru dealership. I called Day Apollo Subaru in Moon Township prior to the trade in, and they told me they will issue a refund for the unused portion of the warranty provided that I have an odometer statement. So I've owned the car for 5 years and have used 2,697 miles of the warranty. I fully understand I am not going to receive the full original cost of the warranty, I just want it to be appropriately pro-rated and refunded. I have been calling nearly every day since last Wednesday (March 9th), leaving messages with their financing department, their manager, the sales team, and no one will return my phone call. They are refusing to call me back. I am not trying to be difficult, I only want what was promised to me, and I appreciate any help that can be given.

  Business response

  03/19/2022

  This is an unfortunate situation and we do apologize. It seems the customer did not receive a prompt reply from our finance department and then left messages on a sales management phone that is no longer being used.  We are gathering all of the appropriate documents to send this in for cancelation and prorated refund.  Again, our sincerest apologies for the frustration this has caused.  We will be in contact shortly to confirm the cancelation was processed. 

  Customer response

  03/23/2022

  
  
  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. 
  
  Regards,
  
  **** *******

• Initial Complaint

  03/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, my name is ******* ****** and I spoke with Tricia at BBB and she was very helpful and
  informative. I appreciate it!
  In regards to my complaint, I purchased a car ( Kia Sorento loan # **********) from Subaru of
  Moon Township at 5450 University BLVD Moon TWP PA 15108 phone number ###-###-####.
  It was a disaster. I bought a car which was not covered under a warranty due to the age and
  milage on 01/13/22. The issue then came within the first few weeks. As the engine light came
  on. With a new purchase I took it to the dealership as they promised to take a look and would
  help out within reason. They then told me there were three possibilities, and I asked how long it
  would take to pin point the issue to move forward. They said they couldn't afford to help me due
  to no warranty and it bring a Kia, and that I needed to go to Kia, I stated I bought it from you
  and was promised you'd help. They said kia might have a warranty. I took it to Kia in Robinson
  around 01/27 or so, and haven't seen the car since due to catastrophic engine failure(Kia's
  words).
  Here lies the two issues with Subaru of Moon wherer I purchased the car. 1. We are in the
  process of unwinding the car deal and I feel like they are dragging the process and I have had
  to make several calls to the office of the president with Wellsfargo who the loan is with and then
  I finally started to see results. I'm scared that time may run out before or something may delay
  the unwind, not to mention we are now approaching late fees and potential for credit reporting.
  They claim that the unique situation with me being from out of state is why they don't know what
  to do. I asked for the managers manager or whoever would know and they didn't seem to have
  an answer which is why I believe they are stalling for something. 2. When Kia is planning to
  finish on the car today and told me the lower ball joints are bad and lose in relation with the
  wheels. I asked was this possibly caused by me and it seems slim to no chance and that the
  dealership should have known and Kia said they wouldn't sell a car in that condition with the
  state inspections and such, though they did say they can't speak to Subaru practices, they just
  know they couldn't. They said Subaru should have known of the issue as they replaced the
  struts and they look very new.
  I can be reached at ************@*****.com or **********
  And I am looking for compensation as my credit was run several times for the purchase of this
  car and my search and now I am going to need to run my credit more with purchasing a new
  car. Not to mention, I just purchased this car and have spent hundreds of dollars for uber and
  transportation for work, hygiene and such. This process has been the worst. I need help, I
  don't want this to happen to anyone else, and I would like the dealership to be better trained or
  be prohibited to sell to those from out of state especially those here for college such as myself.

  Business response

  03/16/2022

  Background:  On January 13, 2022 ******* purchased an AS-IS 2012 Kia Sorento signing off that the dealer does not provide a warranty for any repairs after the sale.   Several weeks after purchase, the vehicle was sent to a Kia dealership because of a check engine light.  ******* did bring the vehicle to us but it was explained to him that only a Kia dealer could diagnose and repair an engine issue and through research done by my service department, we learned that there may actually be a Kia warranty extension that could cover the repair.  When it was looked at by Kia technicians, it was determined that an engine replacement was necessary causing him to be without transportation for several weeks.  ******* insisted that we give him a loaner vehicle which we did not extend to him.  We explained that he did not purchase coverage that included use of a loaner and that AS-IS vehicles do not come with that type of coverage.  In addition, the cost of a loaner to us is $30 per day and without the vehicle being in our location we have no way to know how long our loaner would be in use.  He was very persistent and in the end we offered him $300 towards renting his own transportation. Please note, the dealership is under no obligation to provide transportation or cover any repairs on AS-IS vehicles and this was clear to the buyer upon purchasing the vehicle. 

  After some time, ******* then requested that we unwind the deal, that he no longer wanted the car and refused to make any payments to the lender.  The dealership, again, is under no obligation to do this and has no return policy in place.  However, my General Sales Manager Rob Turzillo agreed because he empathized with the customer's situation, thinking that this could be done because the vehicle was not yet registered in Maryland, *******’s state of residence, and proceeded to cancel the active contract with the lienholder of record – Wells Fargo.  Unfortunately, Rob did not realize that the state paperwork cannot be unwound because a temporary tag was issued with the state of PA.  Because the loan with Wells Fargo was cancelled, Subaru of Moon Twp has now become the lienholder. 

  Subsequently the dealership agreed to assist Mr. ****** with returning the vehicle as well as allowing him to drive the vehicle while collecting NO past due payments.  Subaru of Moon Twp agreed to collect all of the title paperwork and the check for MD sales tax from Mr. ****** on 3/10/22.  We have sent these documents along with an affidavit of correction removing the previous lienholder, Wells Fargo, from the title to Title and Tag Service of Oakland, MD.  This business will process the title and send back to Subaru of Moon Twp within 5-10 business days from receipt of the paperwork.  Once Subaru of Moon Twp has received the title, ******* agreed to come to the dealership to assign the title to Subaru of Moon Twp and return the vehicle in good condition. As long as the vehicle is returned in good condition and the title signed promptly, ******* ****** will not incur any additional charges.  Subaru of Moon Twp will pay the full amount of the original amount financed including sales tax and registration fees.  To recap, ******* ****** paid no money out of his pocket for this vehicle.  He initiated a loan toward which he has made zero payments.  In order to make the business exception to return this vehicle we have paid $1082.09 toward his collected taxes and registration fees.  In all, we have paid $1382.09 on his behalf just to assist him in returning this vehicle, none of which we are under any obligation to do.  Since the date of this complaint, Mr. ****** has let us know that he illegally parked the vehicle resulting in its current impoundment.  While we continue to empathize with his situation, we have acted in good faith and have gone above and beyond to assist him.  

  Regarding comments made by technicians at the above referenced Kia dealership, this vehicle had a total of $2181 in work needed to pass inspection, lower ball joints did pass PA State Inspection.

  Customer response

  03/16/2022

  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.
  
   
  Regards,
  
  ******* ****** I am rejecting their response from Subaru as it's misleading and even lies in it. One as mentioned, the car was bought jan 13th and in the shop on Jan 27th I believe and didnt get it back until 03/09. I called about unwinding and the unwind was ACCEPTED around 02/20 by the dealership prior to the first payment so I wasn't expected to make the first payment at that time, because Wellsfargo said the unwind process averages a week( payment not due until 02/27, and I spoke with them about how to avoid laye fees and additional credit reporting and they said id be fine as long as Subaru made steps to initiaye undwind. I don't appreciate them saying I refused paying as if I built up my credit to be able to buy anything without the need for money down to ruin my credit. Also I didn't know anything about the lower ball bearings until after the unwind was accepted as well and the day i got the car from Kia, even still,the unwind was agreed upon and Subaru told me to bring the car to them and then they asked me to take it to MD get it registered because "it would be faster". If I listened to Subaru with anything we would still be playing phone tag to this day. I literally had to call wellsfargo and Subaru multiple times a day through this entire process. Again, my complaint in the matter is the lack of knowledge from the ENTIRE Subaru dealership on the unwind process. I feel as though this complaint may detiere them from unwinding bad deals in the future and they really scares me, but I feel like this must be done. At the end of the day Subaru is complaining about the money they are out on this car, but they attempted to sell a car with a bad engine and bad ball bearings which could've killed me or someone else. Check the MD state inspections guidelines. I would never have been able to get this car legalized for mt home state. I'm still losing money over this car and not to mention the car is being returned in better condition because it has a bran new engine, but I'm still going to need additional hits on my credit for purchasing a new car now. Though I'm grateful for the unwind process coming to an end nothing about this makes me think I couldn't get a better deal with a private personal seller. People pay more for used cars so they can get a line of credit for the purchase and so they can get peace of mind with an accredited sale. I definitely didn't get that here. If this dealership gets audited....they will never pass if they ask their employees the unwind process and I can guarantee that

*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. ↩