ComplaintsforFive Star Subaru of Grapevine, LLC

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Five Star Subaru has exhibited a series of failures leading to irreparable harm. They failed to perform oil changes after I requested them for the first 25K miles, which caused the motor to get gummed up (their description). They fixed the issue at the time, but after about 20K later, the issue arose again, despite continuing to get oil changes. However, now Subaru says I need a new motor altogether. They are also claiming that I was negligent in failing to maintain my vehicle, despite me trusting them to take care of the maintenance when I regularly brought it in. When I brought in my vehicle for during the first 25K miles, they claimed to have performed a *********************** which checking the oil level is part of this inspection. If they would have properly done the ******************************************* my vehicle, oil changes would have been done when I thought they were, whether I specifically asked for them or not (which I did, by the way). Considering they failed to fulfill this part of the inspection, Im deeply concerned about what other parts of the inspection they skipped over. Their negligence, not mine, has caused these problems. My experience is exactly the same as Five Star Subaru customer *****************************, and I assume there are more customers with the same story.I refuse to pay any more money to fix the problems that they have caused, but we are at a standstill, as they are not taking any ownership of their negligence.

  Business response

  05/16/2024

  Ive taken the time to look into the entire history of the 2021 Subaru Ascent, Last 8 of VIN# M3401247.
  
  I will start with Subarus recommendation for oil and oil filter replacement is a six thousand mile and 6-month interval.
  
  The first time VIN# M3401247 came in to Five Star Subarus service department was 11/01/2021 with ***** miles on the odometer. The items requested were completed and are as followed:
  Customer states Passenger rear tire is leaking. (Repaired at no cost)
  There was not an oil change requested and the document signed by the guest does not show to have an oil change on it.
  The second time VIN# M3401247 came in to Five Star Subarus service department was 06/13/2022 with ***** miles on the odometer. The items requested were completed and are as followed:
  Customer states to have the tires replaced, 245/50R20 ****************** all season. (**stalled/Completed)
  Perform 4 Wheel Alignment. (Completed)
  "Customer States the *** ports in front of the shifter are not working. (Diagnosis completed and part ordered)
  The third time VIN# M3401247 came in to Five Star Subarus service department was 07/18/2022 with ***** miles on the odometer. The items requested were completed and are as followed:
  Customer states the front *** ports are not working; special order part is here. (Special order parts were installed to resolve *** concern)
  1-year OBD II State inspection (State inspection was passed and completed)
  The fourth time VIN# M3401247 came in to Five Star Subarus service department was 10/06/2022 with ***** miles on the odometer. The items requested were completed and are as followed:
  SAS5 lube, oil and filter change with 4-wheel tire rotation and complimentary brake pad inspection. (Completed)
  Customer states driver side view mirror got knocked off. All parts needed are here. Check and advise. (Replaced mirror assembly)
  
  There is more service history that can be given upon request but ultimately the first visit to the retailer was at 15k miles and the guest did not request an oil change until ****** miles. ** summary at each visit the documentation was signed by the guest for the work that was requested and completed. 

  Customer response

  05/16/2024

  This response does not address my other concern that upon completing the 27 point inspection multiple times during the first ****** miles, I was told the oil level was sufficient. This led me to believe the oil changes were done when I brought my car in. If I brought my car in and the tires were bald, the service team would suggest I need new tires, whether I asked for them or not. So if this part of the inspection was overlooked, and nobody noticed that I the oil needed attention, I am also concerned that other parts were overlooked, leading to service negligence. 

  Another concern arose since my last complaint. At 25K miles, the service team fixed the initial oil buildup. However, as Subaru of America explained to me when I spoke with them last week, this problem should not have come back 20K miles later if the sevice team was thorough the first time around. This again reveals to me another series of service failures due to a lack of attention to detail, leading to the current issue my car is facing. 

  Business response

  05/20/2024

  I cannot attest to what was spoken during the service visits. What I can tell is on the multi points I have access to still, Oil Level was ****ed green. Judging by the vehicles history sludge/internal engine concerns were not brought up until 01/04/2024 at ***** miles. *** fact remains, as far as we can tell, the vehicle did not receive an oil change until the 25k mile **** which is specifically against the recommendations in the owners manual. *** oil level could have been acceptable but oil does break down over time as well as loses lubrication characteristics. All requested services were handled per the guests requests with no additional concerns after they were completed, including guest signature.

  
  *** visit on 10/06/2022 with ****** miles consisted of a side mirror repair and a complimentary oil change with tire rotation but no other engine maintenance performed, signed by the guest.

  
  If oil changes are not performed per manufactures recommended interval oil breakdown will occur and sludge buildup can result leaving accelerated wear on internal components being prone to premature failure. ********** sludge can get into places not able to be seen or removed without the complete disassembly and hand cleaning of the engine internals. Lack of maintenance can condemn an engine when the vehicle initially has a problem or can slowly push sludge into areas that decrease ability to lubricate, potentially causing a failure further down the line. 

  Customer response

  05/20/2024

  When discovering no oil changes were done the first ****** miles, I was not informed that this could potentially cause a failure further down the line. Knowing that this could have been an issue, the service team should have suggested a disassembly and hand cleaning at the time, and done everything in their power to prevent the further damages that you explained would happen. 

  The Five Star Subaru customer I know who had this same issue (*****************************) had his car sent to the Corinth location, as he was told he needed a new engine like me. At *******, they did an engine flush when they discovered his engine oil sludge, and the issue was corrected. As my car did not receive the same level of care that ****************** received, I should not be held responsible for an issue that could have been resolved at 25K miles.

  Business response

  07/02/2024

  The manufacturer gives maintenance schedules and details in the owners manual,adhering to this is the responsibility of the owner of said vehicle.Unfortunately, there is not a way to tell the level of damage or the life of the components once this type of situation has been reached. I can not speak for what happened in conversations on recent visits but what I can say is that if it was known that this was going to be the end result suggestive cleaning could or could not have helped. When a vehicle is not maintained properly it can be a ****** on the life of internal components. Using another vehicle as an example even with identical situations does not always result in the same outcome, especially considering the vast number of variables at play. There is a very serious chance that regardless of what was done and when, with the exception of changing the oil on the scheduled intervals we would have ended up in the same position in the end. 

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 2nd 2023 I contacted letting them know my suburu outback ******************************************************************** I had to take the car to the dealership where I purchased the car ****** of grapevine on the next day I was advised to take it to suburu dealership so warranty can cover the cost I sent a wreck car was dropped at five star suburu grapevine Next day I received a call saying car needs starer and battery $1,438.22 will be the cost and warranty will not cover battery wich I accept to pay for battery on Agust 4th suburu contact me change the diagnostic now has something to due with motor I contact mpp aging making sure my car is under warranty wich they said if car is under 70k miles still under warranty Few days later I got the bad news warranty won't cover anything and motor is gone Car is not drivable and is "my fault " because I didn't change the oil according to them ...I provided proof of oil change I purchased this vehicle December ******* Is impossible the motor is out When I purchased this car I buying with peace in mind it is cover by the warranty up to 70k miles this car is less than 57k miles I asked for the whole report and codes from the car computer they denied My car still at five star suburu with the motor in the trunk And they want me to pay $2250 just to pickup a car wich is not fix and engine is

  Business response

  09/12/2023

  Our customer purchased her vehicle at roughly ****** miles and could only produce ********* for oil purchase, which does not prove the vehicle was maintained properly considering there is no way to tell what vehicle that oil went into. Our customer's extended warranty company declined coverage of this engine as well as Subaru of America. We at Five Star Subaru department worked diligently to get all the details and information to both extended warranty company and Subaru of America in an attempt to obtain coverage. It is unfortunate this customer did not receive coverage as our goal is to get these vehicles repaired efficiently so that our customers can be on the road living life!

  Our service advisor kept communication with our customer throughout the time of diagnosis and seeking coverage. The work and diagnosis were done to the best of **************'s ability in order to maintain proper context to the advisor, third part extended warranty, and Subaru of America alike.

  Customer response

  09/12/2023

  I am rejecting this response because:  There is no reasonable explanation as to why the warranty or coverage was denied. The warranty or coverage did not require me to keep detailed receipts on each oil change. 

  Customer response

  09/12/2023

  I am rejecting this response because:  There is no reasonable explanation as to why the warranty or coverage was denied. The warranty or coverage did not require me to keep detailed receipts on each oil change. 

  Business response

  09/12/2023

  Five Star Subaru has not denied any claims or coverages regarding this matter. Customer's extended warranty company along with Subaru of ******* have both denied the coverage. She needs to contact those two companies and request as why her claim was denied. We were not provided the reason or the reasons regarding this matter. In our expert opinion, lack of proof for upkeep in maintenance in any warranty claim usually suggests that it could be a good reason for rejection. Once again, this is between our customer and her extended service warranty company to work out!

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've took my car here for a total of 4 times for my a/c issue. Each time I take it takes longer because the warranty thinks i'm trying to do a fraud or something so they have to have a lot more people view the claim according to Michael. The 3rd time I got it back I tried to get ahold of Michael trying to tell him the issue was not fixed. He never got back to me so I ended up leaving a review on yelp and he called me about my review and told me to bring it back. I took it back for a 4th time, I called for updates but they never really answered. Whole month it was there he only answered once to tell me they where waiting on the warranty. I had to take the rental there because it had a nail on the tire and they told me it was not fixable but that my car was ready? That was weird because I never got updates. I took my car and the weather was cold for 2 days so I couldn't really "test" out the a/c. So the 3rd day that was hot it was not working. I called Michael and left a voicemail and no answer of course. Its been a week and still no call back, I told him I wanted to get another mechanic to check it out but knowing its under warranty why would I have to pay outside and still pay warranty? I had to drive it in the high way for the first time since I got it back and it would not go over 60 and it started back firing really bad. I had to drive at 40mph in the highway. They did not fix my car but they sure did something to it and its nothing good. I'm paying for the extended warranty and its not fair for the amount that I pay to constantly be having the "same" issue and even more. The dealer now refuses to get in contact with me and I have asked to speak to a service director a lot. I also did not get any paper work this 4th time I took it so to me its really fishy I explained the issue the way Michael explained it to me to a few mechanics (I work in a dealer) and they said it sounds like they are trying to cover up for something they did.

  Business response

  12/20/2022

  Business Response /* (1000, 5, 2022/10/26) */ We have given our client a service loaner vehicle while we look into her concerns. Her vehicle has been escalated to a master technician for diagnosis. He has found the root cause of the air conditioning concern and ordered the parts needed for the repair. The technician is performing an injector service to address the misfire/poor running issue. These repairs will be made at no cost to our client. Once repairs are completed the technician will perform multiple test drives before letting the service manager drive the vehicle to verify repairs are completed properly and all concerns are resolved before returning the vehicle to our client.

• Initial Complaint

  07/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my Subaru for its first oil change, inspection, and tire rotation. They completed the vehicle and handed me the keys. I drove off and 10 miles later a warning message popped up about the tires. They did reset the computer. This is part of the inspection service and it appears they did not do the service.

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/07/18) */ I would be happy to resolve this concern with the the desired resolution requested by this customer. Consumer Response /* (3000, 7, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will accept the response whenever I am forwarded an overnight parcel with check inside. Business Response /* (4000, 9, 2022/07/21) */ Check request was sent to the accounting office this morning. The check will go out as soon as possible. Please let me know if you do not receive it. Thank you, Marcus P******

• Initial Complaint

  05/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle from them and they goated me into a 5 year warranty, and told me this warranty is refundable if I sell the car. I sold the car and I have sent them the paperwork they request to ******* Lombardo the financial director. 5 Months an nothing. I cant get them to return emails or calls. This has been sine FEBRUARY 2022

  Business response

  07/12/2022

  Business Response /* (1000, 5, 2022/06/01) */ Contact Name and Title: **** ****** Contact Phone: XXX-XXX-XXXX Contact Email: **********@SUBARUGRAPEVINE.COM Five Star Subaru had submitted a request for refund on the customer's canceled warranty in February of 2022. Unfortunately for one reason or another we have yet to receive a check from the warranty company to refund our customer's money. In any case, we do take the responsibility of not following up as we should have and we do apologize for any inconvenience that this issue may have caused our customer. We have issued a refund check to the customer dated 06/01/2022, even though we have not received any refunds yet from the warranty company as of yet. Our business office has left a voicemail and sent an email of the customer's preference in picking up the check or for us to mail it directly to her since we are not sure if the address on file is still the address that she lives in. Again, our apologies for the delay and wish our customer the best.

• Initial Complaint

  04/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was very interested in purchasing a new Subaru BRZ. I went to this Subaru dealership to order my car for delivery in 5 months. When I got notification that the car would be delivered in a week, I began looking into financing options as well as the value of my trade in. I was directed by Subaru to use their online trade in tool to value my trade in. I wanted to have everything worked out so I could trade in my car, get financing, and get into my new car in a quick and timely manner. Part of that process meant using Kelly Blue Book, Shift, and Subaru's Trade In Offer calculators to see the value of my trade in. On review of the three offers, I was sufficiently satisfied with Subaru's offer of $24,225. Similarly, I received pre approval to finance the purchase of my new vehicle from a local credit union. I informed Subaru of the interest rate and term of the note and was told they would match the credit union loan terms. Before arriving at the dealership I sent information about my trade in and Subaru confirmed they could see my Trade in offer from their website. However, upon arriving at the dealership and inspection of my trade in vehicle Subaru told me they would not honor the full amount of the online offer simply because they did not think they would be able to resell the vehicle. At no point did Subaru state that the reason they would not honor the original offer was because of any mechanical or cosmetic defects. Subaru stated, "The website offer is always wrong. I have been trying to get it fixed for 3 years now." Upon hearing this I was very confused. I let my offers from KBB and Shift expire in reliance of Subaru's offer; I would have picked KBB or Shift had I known the offer from Subaru was defective. I believe this is a deceptive practice. I was directed by a Subaru representative to use their online offer. I used their online service, and then was told the online service is unreliable and defective.

  Business response

  05/23/2022

  Business Response /* (1000, 5, 2022/04/28) */ This customer was the third owner of the vehicle and may not have known that the vehicle had considerable repair work done to the front end and that the entire vehicle had been completely repainted. We found this by seeing that the headlamps did not have an even gap around them from the body and the front bumper was slightly misaligned where it met the main body panel. The fact that it had been completely repainted we found when we checked several panels around the vehicle having slightly rough edges and most notably where the convertible top met the back deck. This diminishes the value $3800 to $4200 from the trade-in value he had(attached). The repairs and paint job were nicely done, but anyone buying this age and type of vehicle from us would want to take it to their mechanic to have it checked out who would see the same things we did. The damage did not show up in CARFAX and sometimes doesn't if it was not reported to insurance. When the customer submitted the information (see attached) to get the trade offer, the customer did not note these repairs or paint work and again being the third owner, he may not have been aware of it. Taking the attached trade offer into account, this should result in an offer from us from $20,025 to $20,425. We did initially offer $20,000 which the customer was not at all happy with. After taking another look at his vehicle and discussing it with other used car experts, we tried to keep our customer feeling good about doing business with us and offered him $22,500 which he seemed happy with and accepted. Consumer Response /* (2000, 7, 2022/04/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for responding, and thank you for providing a clear reason as to why my vehicle did not meet the full quote of the online offer. During the hour long negotiation it was never made clear why the offer was so low. The representative only said the website is always wrong. All I wanted was a clear reason as to why the vehicle did not match that offer, so again, thank you for providing that reason in your response.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took the car to them on November 3rd, 2021. I just got it back a week ago! In those five months they kept trying to scam me! I was told on the phone it should cost around 1,400$ to do the job which is assemble the engine and put it in the car and make it run and drive! Then they said it will cost from 2,400 to 3,600 depending on what other parts i will need! I didn't need any of the parts! I brought to them every single part needed. They went ahead and used parts from their dealership instead of the ones I bought and already paid for and they said because it's after market I won't have warranty so i agreed and at the end they said ohh you won't have warranty because the car is salvage so I paid for the same parts twice and still gets no warranty! They called me about 2 months after said the car is done i went there and the engine was not in the car so that's half the job done and they wanted almost 5,000$ I disagreed and kept trying to reach the most important person there and he acted like he solved the problem but he didn't he let them put the engine in the car but they were so mad at it and treated me and my brother and the car soo bad! They didn't want to put the radiator and the fans in the car and drove the car with no coolant and also no air filter that we gave them! Also they told me the car didn't have reverse but i knew for sure it had reverse before i drop it off when i took it to another shop the transmission was missing 4 quarts of oil! So they drove the car ,the transmission didn't have oil also! Now the BRAND NEW ENGINE has misfire and something with the timing! I also told them to not open the passenger door and they forced it open, destroying my fender and the door pain! They made me pay 2,744 they forced me or they would sign up for the title so i had to pay! Alot of the stuff in the recipe I already had and didn't need to pay it twice since ive no warranty either way and after all this the car still have alot of problems i donT have space here

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/04/13) */ The customer had the vehicle towed into us completely disassembled and missing parts. Regarding the time, we had to delays in authorization for the customer, customer bringing missing parts and customer not returning phone calls. We did send a certified letter to the customer's address to get them to pick up their vehicle. The estimate did increase due to the missing parts. We did originally only agree to build the engine and not install in the vehicle due to the front end and rear end collision damage. The claim that the vehicle had reverse when it was dropped off is false. The fact is that the transmission pan was not on the vehicle and there was no fluid in it. We only started the vehicle to make sure that the engine we installed was ok and parked it. We did try to rectify the customer's concern. 1. we agreed to install engine in the vehicle. 2. We took care of all the technician's labor time internally. this saved the customer $1858.03. We were not able to install the radiator due to the front end collision damage and we are not a collision center and do not have to tools for that type of work. We did recommend he have the vehicle towed to a collision center the install of the radiator. Furthermore, we were unaware the vehicle had a salvage title until the vehicle was complete because it is Scion FRS and we are a Subaru dealership.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I dropped off my car in November for them to fix an intermittent electrical fault. After three weeks and paying more than a thousand dollars they declared it "fixed". Same issue occurred the next day, but the car would start most days. I dropped it off again in December and they took 3 weeks again. They told me that they called Subaru of America as they didn't know what to do. Again, paid over $1000 and they declared it "fixed". As soon as I drove home, my car never started again. Their only offer was to bring it back and again have them mess with it at my expense. It appears that they've changed the wrong parts twice and have offered no adjustments / refunds for the incorrect diagnosis / unneeded parts / unnecessary work. At this point, my car is effectively junk and needs to be towed. I would like for them to either 1) pick it up and repair it, or 2) buy it from me at the blue book value and then it becomes their problem.

  Business response

  03/17/2022

  Business Response /* (1000, 5, 2022/02/23) */ Contact Name and Title: Marcus ******* Contact Phone: XXX-XXX-XXXX Contact Email: ********@SUBARUGRAPEVINE.COM We would be happy to have the vehicle towed into the dealership at no cost to the customer. We will diagnose the vehicle at no cost to the customer. Once diagnosed we will make a determination on needed repairs. To arrange a tow call Marcus ******* XXX-XXX-XXXX

*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. ↩