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:01/08/2025

  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 have been waiting a very long time for a part to come in from Austin Subaru. They advised it would take 3 to 6 months and we are way past that. I cannot get anyone on the phone to assist. They either send me to a voicemail or route me through automated systems and in circles. I also cannot get anyone to respond to an email. The few people I was able to get some information out of said there is no part on order, meaning they cancelled it. They sold me a brand new car that broke down around 2000 miles, they refused to do the right thing over and over now they want to punish me because they cannot take ownership of what should have been a simple repair? I need some straight answers now. I am willing to come in and teach sales or business skills if they need because the people running this business seem to need help.

  Business Response

  Date: 01/10/2025

  Mr. ****** thank you for sharing your feedback. I have thoroughly reviewed the details of your situation, and upon further investigation we cannot find the requested part that your emails are referring to based on the previous repair order. We have made efforts to assist in resolving this matter; however, my ability to help is limited when you are unwilling to bring the vehicle in for diagnosis or work with Austin Subaru. While I understand your preference to address this through Subaru of *********** they would still need to perform a diagnosis of their own to ensure the proper resolution. Unfortunately, this is not as straightforward as simply ordering a part. I understand your frustrations and want to assure you that your concerns are important to us. If you wish to revisit a resolution, please dont hesitate to reach out. I would be happy to assist further to find a satisfactory outcome. - ******* ********* Parts Director

• Initial Complaint

  Date:06/12/2024

  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 mom and I both have a Subaru Forester. I used to love it. We get our car serviced with you guys every time. My windshield was hit by a rock and cracked. This is the second time in a year that this has happened. I find it bizarre that my mother also has a cracked windshield for the same reason. Ive never seen anything like this, and *** never spoken to anybody with so many cracked windshields. It seems to be a default of the shape of the Subaru. I cant keep spending money on my windshield over small rocks. I will sadly never buy a forester again because of this. Probably wont buy a Subaru either. This windshield has cost me too much.

  Business Response

  Date: 06/13/2024

  ******, thank you for sharing your concerns with us. Delivering a premium experience to each guest is our top priority, so we regret that you have not been satisfied with our services. According to our records, we last replaced your windshield in April 2023 when the vehicle reached just over ******* miles. We attempted to have Subaru cover the repair costs, but they unfortunately declined due to the mileage exceeding *******. Austin Subaru has exhausted all efforts to address your concerns, but this matter ultimately has to do with the manufacturer, not our dealership specifically. We understand how frustrating this is and apologize for any inconvenience. If there is anything further you would like to discuss here, please do not hesitate to contact me at *****************************************************. Thank you again and have a great day. - *************************, Service Director
  

• Initial Complaint

  Date:05/23/2024

  Type:Product 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.

  Paid ***** dollars for a car that the body shop said was a lemon. Dealership refuses to fix the car. Multiple major issues the car wont even run. Drove less than 3000 miles in the car and its dead in my driveway. 3 batteries have gone completely dead. Oil leaking, transmission leaking, ball joints worn, transmission gasket not sealed.

  Business Response

  Date: 05/27/2024

  *******, thank you for sharing your concerns. We understand your frustrations with this, however, it is important to provide a comprehensive perspective on the situation. Our team was in constant communication with you about the type of vehicle you were looking for, and we have clear documentation in our system of your desire to purchase a vehicle suitable for racing on the race track. Attached to this response is a screenshot of our first conversation, where it is clearly stated you are looking for a vehicle to bring on the track. We have maintained honest and transparent dialogue, ensuring you were fully informed about the vehicles performance parts and how they would not be covered under warranty due to being aftermarket parts. The vehicle ended up needing extensive repairs due to a situation that happened while on the race track, and while we understand how frustrating this is, our team is not liable for this occurring. As a goodwill gesture, we offered to cover the costs of repair when the vehicle was initially brought to our ******************* despite doing our due diligence in providing all information about the vehicle before the sale. With all of this in mind, we cannot see where our team fell short in providing a transparent and accommodating experience. If there is anything more you would like to discuss about this situation, please feel free to contact me directly. Thank you again. - ***************************, Sales Team Leader

  Customer Answer

  Date: 07/16/2024

  Complaint: 21752104
  
  I am rejecting this response because:

  I have documented proof that the response that was given is a fraudulent statement and ask that the complaint be looked further into

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

  Business Response

  Date: 07/16/2024

  *******, we want to apologize for the confusion caused by our previous response. Upon looking into this further, we recently worked with two customers under the name ************;H, and the response we sent you previously was intended for the other customer. We take full accountability for this mixup, and we want to ensure you it has been addressed properly. As for your experience, we understand these concerns need to be addressed promptly and we would be happy to assist you in finding a resolution. At your convenience, please contact our Sales Team Leader, ***************************, at ******************************************************. Thank you again and we look forward to assisting you further. - The Team at Austin Subaru
  

• Initial Complaint

  Date:05/20/2024

  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.

  We are writing to formally file a complaint against Austin Subaru regarding the misrepresentation and subsequent issues we have encountered with a vehicle purchased from their dealership. Below are the detailed circumstances surrounding our complaint:1. Purchase Details:In 02/24, both my husband and I financed a 2017 Infiniti Q60 from Austin Subaru. The vehicle was purportedly owned by a dealership employee and was presented to us as being in excellent condition.2. Non-Disclosure of Accident:It was only after receiving a Carfax report from our financing bank, Navy ******************** (NFCU), that we became aware the vehicle had been involved in a minor accident. This crucial detail was not disclosed to us at the time of purchase by Austin Subaru, which we believe constitutes a significant omission of fact.3. Persistent Vehicle Issues:Since acquiring the vehicle, we have encountered numerous mechanical issues, necessitating repairs amounting to over $4,000. During these repairs, we discovered that several modifications had been made to the vehicle, including the installation of parts that are not compatible with the 2017 Infiniti Q60 model. These modifications were not disclosed to us at the time of purchase.4. Dealerships Response:Upon bringing these issues to the attention of Austin Subaru, we were asked to return the vehicle to the dealership for further inspection and repairs. Despite their attempts to rectify the problems, the vehicle continues to exhibit error codes, and the issues remain unresolved.5. Expert Assessment:Recently, an independent technician assessed the vehicle and informed us that the Engine Control Unit (ECU) appears to be from a 2018 or 2019 model, rather than a 2017 model. This discrepancy raises further concerns about the integrity of the vehicles modifications and the accuracy of the information provided by Austin Subaru.

  Business Response

  Date: 05/27/2024

  ********, thank you for sharing your concerns. We understand your frustrations with this, however, we feel it is important to provide a comprehensive perspective on the situation. Our team was in constant communication with your husband about the type of vehicle he was looking for, and we have clear documentation in our system of his desire to purchase a vehicle suitable for racing on the race track. Attached to this response is a screenshot of our first conversation with your husband, where he clearly states he is looking for a vehicle to bring on the track. We have maintained honest and transparent dialogue, ensuring your husband was fully informed about the vehicles performance parts and how they would not be covered under warranty due to being aftermarket parts. The vehicle ended up needing extensive repairs due to a situation that happened while on the race track, and while we understand how frustrating this is, our team is not liable for this occurring. As a goodwill gesture, we offered to cover the costs of repair when the vehicle was initially brought to our ******************* despite doing our due diligence in providing all information about the vehicle before the sale. With all of this in mind, we are unable to see where our team fell short in terms of providing a transparent and accommodating experience. If there is anything more you would like to discuss about this situation, please feel free to contact me directly. Thank you again. - ***************************, Sales Team Leader

• Initial Complaint

  Date:11/08/2023

  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.

  Several years ago I purchased two vehicles from this business. Within a year electrical problems started. Passenger side window will not roll down on my STI, driver side window and AC issues on the outback. I spent $300 on a new battery in May of 2023, but by November of 2023 the battery was dead again. This is clearly because of an electrical issue. The sales person I worked with shirked all responsibility and put the problem back on me. Basically belittled me by saying the car needs to be driven more. I informed him I have been driving that car daily, but he didn't respond. You would think a brand new car would last longer than 10K miles, but my car didn't even hit the 10K ***** I have bought new chevrolets, fords and mitsubishis that never gave me any issues. Countless used cars and never had issues. Clearly this dealer knows they are selling sub par cars. The battery is the best clue. A mechanic explained to me they sold it with a poor battery and its funny the warranty is up to **** miles. They are selling bad batteries with a warranty that they never have to honor. Although I doubt they honor any warranties. Their service department is always busy, I wonder why?Austin Subaru needs to step up and do the right thing. I bought two cars from them in 1 day. You'd think they would value me as a customer, but they don't. They need to repair my car at no cost to me and guarantee it won't have any further issues for 100K miles. They either need to come get my car as I cant even start it and they need to provide a rental for however long it takes to repair. I dont care about warranties or any of the tactics they will use to sidestep being honorable. I want my car fixed at no cost of inconvenience to me because they knowingly sold me a lemon and it is on them to correct their malicious actions.

  Business Response

  Date: 11/14/2023

  *****, thank you for reaching out to us with this feedback. Our team strives to provide top-notch products and services to each client, so we're sorry to hear that you have been experiencing issues with your vehicle. Your satisfaction is our top priority, and as discussed last week, we'd be happy to reimburse you for the battery in an effort to make things right. I understand we are in the process of getting this taken care of, and if there is anything I may assist with now or in the future, please do not hesitate to contact me directly at ****************************************** Thank you again and we look forward to continuing to work with you. - ***************************, Sales Team Leader

  Customer Answer

  Date: 11/24/2023

  Complaint: 20842304
  
  I am rejecting this response because:

  The entire process has been completely unacceptable. My car has been with them over a week and they have no idea what is wrong. They did not offer a loaner car at all, but most other dealers who know they are going to have your car long term do offer loaners. Very little communication and everyone seems to ***** their responsibility. Someone needs to take ownership, step up and actually be a leader over at Austin Subaru because this entire process had been clown shoes. 

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

  Business Response

  Date: 12/14/2023

  *****, thank you for reaching back out to us. We are disappointed to hear that this has been a frustrating process for you, as it is always our goal to exceed each client's expectations. Our service department does offer loaner vehicles for situations like this, but because the vehicle was towed to us rather than personally brought in, the offer for a loaner might have inadvertently been overlooked. We understand your frustrations with this oversight and apologize for any inconvenience. According to our records, your vehicle has since been repaired and is operating as intended. Should you have any further inquiries or require additional assistance, please feel welcome to contact me directly at ***************************************************** and I will be happy to assist. Thank you again and take care. - *************************, Service Director 
  

• Initial Complaint

  Date:12/07/2022

  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 2011 Subaru Outback from a Subaru dealership with just over ****** miles on it. Within a few days car started to have rumbling sounds, and with in a couple of weeks the car died on me while driving up a hill with less than 200 extra miles on it. When I purchased the car I was told that there was a two month policy that if anything went wrong with the car we could bring it back no problem. I also purchased a vehicle warranty for the mechanical problems it could have in the future. The manager at the dealership is now saying that only certain cars qualify for this two month warranty that I was told we had, and the warranty we purchased will not cover preexisting conditions. From researching online it looks like the car is well know to have these issues and its most likely a bad transmission. After checking the carfax it looks like the dealership failed to do a simple $200 transmission fluid change before putting the car on the market and they are saying that the issue is the torque converter. After doing more research, *** found that torque converter issues are often caused by poor transmission maintenance and can lead to ******************* issues. I would like them to honor what they communicated to us, and give us our money back, or at least replace what is truly wrong with this car that has proven to be dangerous to drive.

  Business Response

  Date: 12/09/2022

  ******, thank you for reaching out to us with this feedback. We want all of our clients to be nothing less than 100% satisfied with the products they receive from **, so I sincerely apologize that you ran into some issues with your Outback. As soon as we learned about your experience, we made it a priority to resolve the situation in a timely manner. That being said, I am extremely grateful that you allowed us to have your vehicle in our shop so we could rectify the issue! It was confirmed that your vehicle was fixed to perfection before leaving our facility this morning and that your wife was very happy with the outcome. I sincerely hope that you will continue being our client, and I invite you to contact me directly at ************************************************ if further assistance is needed. Thank you again and happy cruising! :) - *********************, Sales Team Leader 

  Customer Answer

  Date: 12/11/2022

  Complaint: 18535453
  
  I am rejecting this response because:
  

  We received the car back on Friday, and we were very happy to have the car back as soon as we got it from the shop, but that evening we experienced the same shaking/rumbling feeling when downshifting, approaching a stoplight. Since then, we have felt it again a few times while going into reverse and two more stoplights.

  The warranty purchased covered over $2000 worth of work in at the dealership (torque converter replacement and some A/C work - the second of which we weren't even aware of until after it was done). We are very satisfied with the Alpha warranty, as they have completely upheld their end without even receiving our first payment (due Dec 23), but still dissatisfied with Austin Subaru. Along with the work that our warranty covered, the dealership internally covered a transmission service, which we pointed out that it has needed since before it was purchased. We specifically requested that they change the transmission fluid, which we believe after research is what was caused the torque converter to fail to begin with. However, after reviewing the ticket, we see that they didn't do that. 

  Regardless of all of this service, we are still experiencing pretty much exactly the same issue we went in for (except that our car hasn't died on us again yet). Because of this, paired with the research we originally did, we believe that the actual cause of the issue is a faulty transmission, which we told ***** at the dealership when we first spoke with him.

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

  Business Response

  Date: 12/15/2022

  ****************, thank you for reaching back out to us with this message. To begin, I'd like to address the concerns you mentioned in your rejection response. You are correct in that the warranty company covered the torque converter replacement, however, Austin Subaru took care of the ** repair. The issues with the ** were not discovered until your vehicle was already being serviced, which is why you were not notified until after completion. Our team did take care of the transmission as requested, and a receipt was given to you when you picked up your vehicle. Additionally, per the CarFax report that we also provided, your vehicle has been serviced regularly throughout the entirety of its life. In regards to the issues you experienced after pickup, we appreciate you letting us know so we could get everything taken care of. While your vehicle was being serviced this most recent time, we were able to determine a slight vibration that was likely masked by the previous stalling condition the torque converter was causing. It was confirmed that your vehicle is in immaculate mechanical and cosmetic condition, but unfortunately, it will never be a vehicle that drives completely "smooth". When your vehicle was released in 2011, vehicles of its kind were very NVH heavy (Noise, Vibration, Harshness). This has everything to do with the **** not the transmission. When the ** is on, the *** drops low and then comes back up, which produces the shaking. We completely understand your frustrations with this, but rest assured, your vehicle is in very healthy condition. If there are any other questions or concerns I can tend to with this, please feel free to contact me directly at ************************************************************. Thank you again and have a great day. - *************************, Service Director 

  Customer Answer

  Date: 12/20/2022

  Complaint: 18535453
  
  I am rejecting this response because:

  
  We brought the car back into Subaru with the same issues on December 12 (3 days before our most recent reply from you), after having it back for only a weekend, and we still have not gotten it back since then. The Subaru service team has acknowledged and observed the problem and have still not been able to find a solution. We understand that the car will never run perfectly smoothly because of its age and mileage, which is why we didn't immediately bring it in when we first heard the noise it made. However, we brought it to the dealership because the car is clearly untrustworthy and unsafe on the road after it died while we were driving. As long as the car is making that noise under the same conditions, we will continue to feel this way.

  It has been brought to our attention that the A/C repair will be paid for by the dealership, but it was initially charged to our warranty. We were also informed (after asking) that one of the codes on the ticket was for transmission fluid, but that didn't solve the problem. We are grateful for the work Subaru is doing to fix all of our car's issues, but it is clear that both we and the dealership agree that it is not in "immaculate" condition, considering it is still in your shop with no solution in sight.

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

  Customer Answer

  Date: 12/21/2022

  Complaint: 18535453
  
  I am rejecting this response because:We brought the car back into Subaru with the same issues on December 12 (3 days before our most recent reply from you), after having it back for only a weekend, and we still have not gotten it back since then. The Subaru service team has acknowledged and observed the problem and have still not been able to find a solution. We understand that the car will never run perfectly smoothly because of its age and mileage, which is why we didn't immediately bring it in when we first heard the noise it made. However, we brought it to the dealership because the car is clearly untrustworthy and unsafe on the road after it died while we were driving. As long as the car is making that noise under the same conditions, we will continue to feel this way.
  
  It has been brought to our attention that the A/C repair will be paid for by the dealership, but it was initially charged to our warranty. We were also informed (after asking) that one of the codes on the ticket was for transmission fluid, but that didn't solve the problem. We are grateful for the work Subaru is doing to fix all of our car's issues, but it is clear that both we and the dealership agree that it is not in "immaculate" condition, considering it is still in your shop with no solution in sight.
  
  Regards,
  
  *************************

  Business Response

  Date: 12/28/2022

  ****************, thank you for reaching back out to us. Our team certainly would never want you to feel unsafe in your vehicle, so we're sorry to see that this has been the case. As discussed, we were able to confirm that the vibration noise was completely gone when you picked up your vehicle last week. We added a transmission mount as well to the motor mounts to completely fix the vibration, and everything should be good to go from here. For your records, I have attached a copy of the repair order to this response, and I hope you will contact me directly at ******************************************** if there is anything we can do for you moving forward. Thank you for giving our team the opportunity to assist with this, and have a great rest of your day! - *********************************, Service Director