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: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.

  My remote start stopped working about two months ago. I called Rafferty to ask if it was 100% under warranty, they said it was. I verified this at least 3 times throughout the entire process. I also had them look at the passenger side window which fails intermittently. When I went to pick up the car, I was handed a bill for $89 for the remote start. They claimed I broke it by putting a gear shift cover on, a cover that has been there for years. This remote start probably fails a 1/3 of the time, so I as explicitly stated to Rafferty several times, I was only interested in fixing it if it was covered 100% by warranty. I also called MySubaru/******** several times (the company that runs the app). Each time I was told they were opening up a ticket, every time I called to follow up, there was no ticket. It would have been great if anyone in this process asked me if I had a gear shift cover on the car (which I'm not sure is the correct cause). So having warranty coverage, it cost me $90 and a day of work because this took a day longer than they promised. This is the THIRD time I had an issue with Rafferty honoring their warranty and/or word. I will never buy another car from them without immediate resolution.

  Business Response

  Date: 09/15/2023

  BBB

  We recieved the complaint from ****************** at 10:47 9-14, we reached out by email on 9-14 at 11:22 and left a voice mail at the same time. We have not heard back from ****************** as of the sending of this email. We are willing to reimburse his $90.00. We will reach out to him again today to see if we can resolve this situation . 

  *** Rafferty 

• Initial Complaint

  Date:08/25/2022

  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 new 2020 Subaru ****** from Rafferty Subaru in November of 2019 for approximately $45,000. I have regularly brought the car for routine maintenance and inspections there. This year, when I brought it in, there was also recall service to provide. I booked online, selecting the wait on site option to wait for the service to be done then return home with the car. After booking online, I received a phone call saying that because there was a recall, the service would take longer and we would need to take a loaner. I said that we could only do that if the loaner was large enough for our family, which includes 3 kids in car seats. I specified that we would need another 3-row car (like the ******) and asked if we could have an ****** as the loaner. I clearly stated that we could not do it otherwise. The rep on the phone assured me that we would have another Ascent and that it would not be a problem. When I asked how long the car would be in for, the rep told me that it would still be available the same day, just later in the day. But then when we showed up (a week later) for the appointment, we were rudely told that there never were any ******* available and that we could not have one as a loaner. Instead, we were given the smallest Subaru available, a ********* (not only does it it not have 3 rows like the ****** but it is even smaller than the *******, ********, or ****** - the ********* is the size of a ******* hatchback). We were also told, for the first time, that the recall service would require that the car be in overnight (and possibly longer, through the weekend). We ended up leaving our car for the service and taking the deficient loaner because the car is recalled for a safety issue. But we would not have gone to have any service done at this location on this date if we knew that we would not have an adequate loaner. This is a huge problem for us because this is our only car and we have 3 kids in car seats. And we live a 40-minute drive away.

  Business Response

  Date: 09/07/2022

  We certaintly understand the customers frustration and we are sorry if it caused them any stress. We have an excellent supply of loaner cars , which we try to accomadte request given advanced notice . In this case the customer was waiting for their car and never requested a loaner until we had started the job, unfortunatly at that time of the day we didn't have an Ascent available. 

  As we checked the vehicle in when the customer arrived we found a open recall and we suggested a loaner because of potential time to complete the job . It is not our responsibility to notify customers about recalls, that information comes from Subaru of America . 

  We were able to complete all services on the same day. The customer was able to pick the car up later that same afternoon . We are sorry that they had to make a return visit to pick up their car . 

  All of the services were completed in a timely manner, we understand that the customer feels let down only because we didn't have the requested loaner available for them . We value our relationship with ********************** and would like to maintain our relationship. I feel he is going over board by contacting your agency and the Attorney General office .  We have offered him a refund of $90.00 

  Thank You 

  Robert** R******* 

  Vice President 

  Rafferty Subaru