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:02/06/2025

  Type:Sales and Advertising 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 am writing to formally file a complaint against Five Star Subaru for deceptive advertising practices regarding a promotional offer. The dealership advertised on their website that customers who complete a test drive would receive a $50 gift card. Based on this offer, I scheduled and completed a test drive on February 5, 2025.During my visit, I interacted with salesperson ******, who assured me that my $50 gift card had been sent via email and that I would receive it within an hour. However, after checking all my email folders, including my spam folder, I did not receive anything.When I contacted the dealership again for assistance, they falsely claimed that their system showed my promotional code had already been redeemed by another dealer. This is entirely false, as I received the promotional code on the night of February 4, 2025, and only provided it to Five Star Subaru during my test drive on February 5, 2025. There is no possible way another dealer could have obtained or redeemed my ******* is clear that this was a misleading advertisement designed to lure customers into the dealership under false pretenses. If a dealership is unwilling to honor a simple $50 gift card promotion, how can they be trusted to provide honest and reliable service when selling vehicles? This kind of deceptive practice damages consumer trust and should be brought to the attention of the public.

  Business Response

  Date: 02/13/2025

  To start with, we are in no way implying that this customer tried to get more than one test drive $50 gift card. 
  Many customers generate more than one coupon or even try to redeem the same coupon at multiple dealerships to try to obtain several $50 gift cards.  Because of this, and the fact that these gift cards are limited to one per household, the company that sends them out put in place a tracking system that once a gift card has been issued to a household from any dealer, any further attempts to redeem one to the same household are denied.
  With each coupon submittal the company checks things like the email addresses, mailing address, phone numbers, and so on and if there is a match on any of those items related to a gift card already redeemed, it refuses any additional attempts to obtain one.  If there is not a match, they send out the gift card. This is not an offer by the dealer but the manufacturer. Manufacturer has the right to advertise on franchise dealer's website regarding their promotional items. Just to be clear on this matter. No false advertising was initiated by Five Star Subaru. We did resubmit this customers information multiple times, and it was rejected every time, meaning a gift card had already been redeemed. Five Star Subaru has a great reputation both in the community and with BBB. We will not let a $50 gift card damage our implacable reputation!
  In this situation, we will be sending this customer a check for $50 with our thanks and apologies for their inconvenience.

   

• Initial Complaint

  Date:05/07/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:09/12/2023

  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.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:10/25/2022

  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'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

  Date: 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

  Date:07/16/2022

  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 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

  Date: 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

  Date:05/27/2022

  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.

  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

  Date: 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.