ComplaintsforBaierl Subaru

• Initial Complaint

  05/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am sending this email to address an issue I encountered while purchasing a vehicle from this dealership. I purchased a vehicle from Baierl Subaru on 2/10/23. More than two months passed and I hadn't received my vehicle registration in the mail. I submitted an inquiry through PennDot to find out what the delay is. I received an email response from PennDot on 4/19/23. He was unable to verify my vehicle registration based on the information that I provided. I reached out to the dealership the next day. I spoke with a woman named Lindsay in the titling department and she verified over the phone that my vehicle registration had not been submitted. She assured me that I would be submitted the next day and that I would receive my vehicle registration before the 90 day expiration of my temporary tag. A few weeks passed and I still did not receive my registration, so I submitted another inquiry through PennDot on 5/3/23. I received a response from PennDot on 5/5/23. He was unable to confirm receipt of my registration yet again, as it hadn't been submitted. I called the dealership on 05/05/23 to find out why. I received a call back from a woman named Lori who identified herself as the office manager of Baierl Subaru. She confirmed that my registration still had not been submitted. At this point 84 days had passed from the date of my vehicle purchase and my registration had not been submitted to PennDot. Lori was dismissive of my concern, and mentioned that my registration was not the only one that wasn't submitted and that she would file an extension before its expiration. I am submitting this message out of concern for myself and other consumers, that Baierl Subaru is not completing the required documentation on vehicle purchases within the time frame outlined in Pennsylvania vehicle registration laws. My concern is that customers, including myself may be driving without valid vehicle registrations due to Baierl Subaru's failure to submit it to PennDot in a timely manner.

  Business response

  05/09/2023

  ********

  My apologies for the delay in your paperwork. We have submitted your paperwork and have asked for it to be expedited. The latest status check that we received from PAA (Pennsylvania Automotive Association) who assist us in situations like this. The information has been received and has been sent to Penndot as of yesterday 5/8/23. I am sorry that your paperwork was not submitted in a timely manner. I apologize for any inconvenience we have caused you. Our goal is to exceed the expectations of our customers and ensure customer satisfaction. In your recent business with our dealership, we did not perform to this level of customer service. We apricate your feedback. We have made this a priority. We will be in touch with any further updates. Thank you for your business. 

  Bill B**** 

  Baierl Subaru

  General Manager 

  Customer response

  05/12/2023

  [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

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car through this dealer online by using a 3rd party called driveway.com. The dealer sold me a car for which the body of the car did not match the photos advertised on the site. The car had numerous scratches and marks on every side of the car, especially the back and driver door. When I asked about the body damage notes on the repair order sent to me before I made the purchase I was assured over email by the sales manager , before taking possession of the car, that all dents and dings had been repaired by professionals dentwizard. When the car arrived I called the dealer and asked why the car was in such poor condition and didn't match what was advertised. The sales manager told me that he'd actually never seen the car before it left the dealer lot and was unable to vouch for how it looked before it was shipped to me. I immediately asked for an unwind of the purchase within the 7 days that driveway guaranteed I had to return the car with no questions asked, but since the car was removed from my property on October 13th I have yet to be refunded any of the wire transfer I made. I have spoken with the driveway customer success team today, almost 4 weeks after the car was removed, and they told me they still have received no response from Baierl Subaru, about returning my money, which is unacceptable and sounds illegal. I want the full refund of my purchase, the shipping cost for the car plus interest earned over the past month on the money they have refused to return to me.

  Business response

  11/09/2022

  To whom it may concern, the customer has been refunded 100% for her purchase. We honored the 7-Day return policy, and we refunded her money. Proof of that can be found in the BBB attachment. The actual check (that we sent her) and the shipping label are attached. We're sorry that the used vehicle condition was not up to her standards. Thank you.  

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2011 Dodge Grand Cravan Crew from Baierl Subaru salesman Jim Sunday on Jun 25, 2020. I was repeatedly assured that it was used but certified and has just passed inspection. One day after purchase the car began smoking from the engine and had to be fixed, Baierl did assist with this problem although expressing that they did not need to. Since then (still less than a year of ownership) this van has broken down and required a tow 4 times. It has required all of the following: front and rear breaks and rotors, a new wheel bearing, new battery, new alternator, new break calliper, new exhaust, new terminals. It has also been diagnosed as having a bad TIPM module that will cost an estimated $3,000 to replace and has been going bad for much longer than a year according to multiple mechanics. I have been told by these mechanics that most if not all of these issues were not new, and showed years of damage that would have prevented it from passing inspection just months ago. The car is unusable. I have spent approximately $800 on tow trucks, and $3500 more on these repairs only to now face the decision to invest $3000 more for a TIPM module or scrap the car altogether. Baierl should be responsible for at least partial reimbursement and should be held liable for selling an obviously dangerous vehicle to a family. Some of these problems (breaks and wheel bearing) could cause fatal accidents and were completely ignored by Baierls mechanics and/or unreported by their salesman when I asked about the vehicles condition.

  Business response

  04/14/2022

  Reached out to the customer and offered to purchase the vehicle from her or try to trade her into another vehicle. These were not agreeable solutions to the customer. This was an older vehicle which was sold "as is" so no warranties come with vehicles of this age. 

  Customer response

  04/14/2022

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

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The finish panel was damaged near the emblem. The work is to replace the damaged finish panel. Finish Panel (Subaru **********, see below picture) is only around $80-$100, but Baierl Subaru charged me $554.20 for replacing the Finish Panel and the work was not well done, rear camera view tilted and inside plastic cover damaged near latch after the removal and reinstallation work.

  Business response

  04/16/2022

  We spoke with the customer to hear out his complaint. We are cutting him a check for $250 to reimburse part of the cost of the original repair. 

  Customer response

  04/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* 

  The rear camera was tilted and the plastic cover was damaged in the process of removal and reinstallation/replacement. The technician should check if there is any damage, and should check if the rear camera needs to adjust because the removal and reinstallation can change/affect the rear camera. It is obvious that the removal and replacement/reinstallation work was not well done. 
  
  
  I chose Baierl Subaru to replace the Finish Panel because I bought this car brand new from Baierl Subaru and Baierl Subaru is a large dealer, and I should trust Baierl Subaru for doing a good job on this vehicle for replacing the Finish Panel, but I was wrong about this trust!
  
  
  This is truly exhausting for sending emails back and forth about this removal and replacement work, and choose to accept the reimbursement/check at the amount of $250.
  
  

  Thank you,

  
  
  ****** ****

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a used Subaru vehicle from Baierl in Spring of 2021, a model which had been involved with previous lawsuit and settlement for oil consumption issues. Was reassured by sales staff that this car had no issues. By December the car required oil fill ups weekly and was stalling with great regularity. Brought to service department and after 10 days was told car had no mechanical issues, but they could do an oil consumption test for 1200 miles. Brought car back to service department after car continued to consume oil and stall, and are now being told the car needs the repair for the oil consumption issue but ALSO needs to have the engine block replaced. This car was purchased for approximately $10k less than 1 year ago and is currently non functioning minus $11,000 is repairs. Have worked with customer service (Kayla Y***** Darren D******* and sales manager Chris Fr******* Opened a case with Subaru corporate **************

  Business response

  04/06/2022

  We contacted the customer and gave them the options of either repurchasing their vehicle or trading it in on another vehicle. Presently they are satisfied with these options. We are waiting on them to come explore which option they prefer and we will wrap it up from there. 

  Customer response

  04/06/2022

  [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.

  Manger Ryan S**** reached out to us and advised that the dealership would buy in the current vehicle and refund monies spent on oil change and other plans, which should afford enough to pay off the loan on this car. Additionally, they have offered to assist with finding a replacement vehicle which would fit the current monthly payment structure. Assuming all of this happens, we are satisfied with the response. 

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

*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. ↩