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:04/14/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Date: November 8th My wife and I went to test drive and purchase a Subaru Cross Trek. We found the one we liked and negotiated to a price of $26,700 with a lovely lady named *****. We then headed to another room to do the paperwork and financing part of the deal. This is where things started going ******** start with I walked into the room to find ****** vaping inside the office--this was the first red ******* wife had left to go to the restroom. We waited for her arrival at the office and then started going through the warranty. What happened from here was utter obfuscation,misdirection, and unclear descriptions of warranties and services. ****** described bumper-to-bumper insurance without stating it being extra and even stated that the window coverage is already included, without mentioning it being included in something that costs additional money.The whole conversation was strange, confusing, and unclear.Even after asking for totals, ****** dodged and continued to use monthly terms and obfuscation.The financing price we worked hard to negotiate for went from $7,700 to over $18,000 without our knowledge. It was only after reviewing the documents that was saw the numbers--although even then, we weren't sure what we were actually charged. We were completely misled into purchasing a warranty that we did not want or need.We brought it up the following day and were told it would be canceled and the amount would be brought back to the original agreed-upon amount. The whole process, we were told, would take around 6-8 weeks. It has now been 5 months and multiple calls and texts get us nowhere.

  Business Response

  Date: 04/18/2025

  The General Manager **** ****** has been in contact with ********************* to resolve the issues stated in the complaint and will be cancelling the 2 remaining products at the time of sale.  The accounting department and ** will be working hard to get this done but this will take time to which the customer is aware.  *** and Mrs. ****** have been assured that Gillman is here to help and resolve the items stated in this complaint.

   

  Kind regards,

   

  ******* ******

  Customer Answer

  Date: 05/01/2025

  [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 would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:05/09/2024

  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.

  On March 2nd, I purchased a 2014 Subaru Impreza from the Subaru dealership, Gillman Subaru. However, on April 24th, the car's warning light came on, and out of concern for my safety, I scheduled an appointment to have my car inspected.During the inspection at Gillman Subaru, it was discovered that the car has a transmission problem, requiring costly repair of the valve body. Additionally, other essential parts such as arm bushings and valve cover gaskets need replacements. The total cost for these repairs is approximately $5,000.I'm deeply concerned about this situation, as I believe the dealership was not transparent about the issues the car had upon its purchase. Furthermore, when I inquired about the trade-in value of my car on April 27th, I was shocked to be offered a trade-in value of only $500-$1000 for a car I purchased for $10,000 just last month. This raises further questions about the transparency of the dealership.On May 8th, Subaru customer service replied me said my car is currently outside of their parameters by time and miles for offering any type of repair ************* they refuse to handle the ********'s unacceptable that within just two months of purchasing the vehicle, and with a mere 2000 miles added, I'm faced with a laundry list of repairs totaling around $5,000. Subaru of America's explanation of being outside warranty parameters does not excuse the dealership's failure to disclose the car's issues upon purchase.I demand that Subaru dealership, Gillman Subaru take responsibility for this situation. I just want a resolution. Either provide full assistance in covering the repair costs or offer a fair trade-in value close to my purchase price so I can replace this lemon of a car.

  Business Response

  Date: 06/25/2024

  Good Afternoon,

   

  Thank you for the opportunity to respond to Mr. **** complaint.  June 4th, our General Manager, **** ****** spoke with the client and Mr. ** agreed to trade the 2014 Subaru Impreza in and purchase a 2022 Subaru Legacy on 5/18/24.  At this time the customer's concern seems to be satisfied.

   

  Thank you.

• Initial Complaint

  Date:08/03/2023

  Type:Customer Service 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.

  Purchased a 2011 Honda Pilot Touring with a service warranty contact for Peace of Mind.. Was having an issue with my vehicle and called the first service contact and they told me the dealership never finished submitting documents and I have no warranty! called Gilman Subaru talk for about 2 months to get the warranty issued resolved spoke to Tom and Matti was then given another warranty stating I had the wrong warranty. i had an issue with my vehicle and went to use the warranty and was advised the warranty is not valid the dealership never paid my warranty and I’m out of a warranty where is my $3k and I’m paying finance charges on a non existing warranty can this be dealership this is dealership fraud against a consumer! The service contract was $3k plus finance charges. Contract never paid for by dealership. This has been going on since February 2023

  Business Response

  Date: 08/07/2023

  Hello Ms. ****, 
  Thank you for reaching out. It was a pleasure speaking with you on Friday. I was glad to be of assistance regarding your extended service agreement concern. Gillman deeply apologizes for the delay and mix up in getting your ESC registered and activated. As of today, your warranty is fully active and ready for use. I will also be helping with (as a courtesy) the replacement of your Pilots timing belt. I will be working with the Honda dealer up in Tyler, TX to make sure this is done for you, and you have no further issues moving forward with your extended warranty. Thank you for your patience and understanding.
  
  Eliel *******
  General Manager
  Gillman Subaru SW 

• Initial Complaint

  Date:01/04/2023

  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.

  My sales rep was Javier who I talked with regarding several used cars. When speaking about the various cars I was interested in looking at I asked specific questions about their inspection process and if there was a guarantee window in case I wanted to have the car inspected by an independent mechanic and if they say something major there was a return window. Javier stated several times there is no window because their mechanics have a detailed inspection process and all cars on their lot are free from any major issues (I asked about transmission, engine, etc..) He assured me their dealership was of the upmost quality and so were their cars. I went to test drive several pre-owned Subaru's from their lot and decided to purchase a 2016 Subaru Outback on 12/17/2022. I picked up the car after the bumper and window were repaired, proceeded into the holidays and the next week I noticed some slight issues. The first issue I noticed was when I turned left there was a knocking sound. Upon reflection I recall we turned right for the entire route on the test drive. I also noticed the ignition took several turns to start. My righthand window also wouldn't close automatically it kept going right back down and I also noticed a tear in the driver's seat leather that was not identified on any picture (and was taped together so was not noticeable initially). I decided to bring my car into the repair shop due to the slow start and upon evaluation there are two glaring very issues that if inspected should have been corrected or added as a disclaimer. The left front axle assembly and the transmission pan is leaking from a bolt that's not even Subaru approved (or fits the car make/model). Two mechanics confirmed both issues would be flagged if any inspection occurred. Both the axle assembly and transmission leak should be repaired and I should be reimbursed for these fees.

  Business Response

  Date: 01/12/2023

  I’ve been working with Ms. ****. We have come to an agreement that I would reimburse her for the two major concerns she had with her vehicle. 1. Transmission leak. 2. Axle assembly replacement. She says that would satisfy her concerns.

   

  Sincerely,

   

  Eliel *******

  General Manager

  Gillman Subaru SW

• Initial Complaint

  Date:12/28/2022

  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.

  when we did our oil change at the dealer mentioned above we've noticed oil leak right after but I thought we have a leak problem and I just keep adding oil since I was not ready to spend a lot of money but when the engine light turned on I took it to my mechanic where he lift the car in front of me and we found that they didn't close the oil bolt( it was half way in ) and they put the oil filter wrong so the seal was bent , that where the leak was coming from . my mechanic told we were lucky that we didn't burn the engine hopefully the engine was not damage since my wife was driving it for a while with low oil so far after changing the filter and screwing the bolt the engine light went off now and I am sure if I took to the dealer they will open an order service and never admit their fault and charge me a lot of money .

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 were a one car family since selling our mini van We found a used 2010 **** ****** at Gilman Subaru Southwest ***** * *** ******* **** *, Houston, TX 77099 Sia was our sales person and he along with the staff there said it had been properly looked over by their mechanics. It did have a warning light and the next day it was off, they stated it was a back light that had been out. We purchased the car...we had it financed and 2 weeks later it stalled. We called Sia he said to bring it in, the shop was closed, he said he would call us back after speaking with his manager. He never did. We were able to start it back up and drove it for another week when it finally stalled again and this time wouldn't start back up. We had it less than 30 days when this happened. We have yet to make the 1st payment on the car. We called the dealership again, had to push it down from our 4th floor parking garage in order for the tow company to get it and had them take it back to Subaru since Sia and the manager there said they would have the service department take a look. The service department person, Kevin said they do not work on **** ******s...I found that interesting since Sia and the Used Car Manager said their service department cleared the car saying it was in perfect condition. The following is a text response from Kevin the Subaru Service representative.... I dont know a lot about **** ******s, but did a quick search for the code and found this . We have been waiting for DAYS to speak to a manager. We were told by Sia today that we drove it and agreed to purchase. We also purchased warranty which is not covering anything wrong with vehicle. We decided to take it to another mechanic who confirmed that Subaru Service Center misdiagnosed car. Service person Kevin admitted to not knowing much about vehicle. Attached text message from him.

  Customer Answer

  Date: 10/05/2022

  Better Business Bureau:
  
  This letter is to inform you that Gillman Subaru Southwest Houston has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/4/2022 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  Date:09/22/2022

  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 went up to Gillman on 7/28 with a down payment 2000 no trade-in as my car had been totaled to find information regarding a 2015 Ford Escape test drive etc I asked for a car note of $300 or less because I have been battling cancer and haven’t been working full time CARFAX WASN’T OFFERED. ****** ***** in finance finalized this sale. I asked several times to see my itemized bill of sale he told me to go ahead sign and he would get it for me. He said I needed GAP PER THE BANK, A 3-YEAR WARRANTY WOULD BE THROWN IN AND $500 FROM THE SALE PRICE OF THE VEHICLE WOULD BE TAKEN OFF I needed a vehicle to get back and forth every day to receive radiation treatment as well as get my children back and forth to school because a new school year was approaching. I disclosed several times during our conversation that I am a cancer patient After reviewing my signed paperwork at home (not the itemized bill of sale originally requested). I felt uneasy I called the bank to ask questions. On 8/4 I purchase the Carfax this vehicle has an open recall and the transmission shifter cable bushing is damaged or missing. Which could result in an injury or crash. I noticed a statement on a credit life and disability insurance contract that reads you may not have had a pre-existing medical condition within the last ten years, you will not be eligible for coverage. I mistakenly thought this was the GAP policy. After not getting a call back from the GM. I spoke to finance director ******* ***. I asked to cancel the loan. I was denied cancellation after bringing up the transmission issue and letting **** know I never received CARFAX. I wanted to know why I was charged for this insurance and warranty. In our conversation, he never suggests removing the disability insurance from my loan, only the GAP and extended warranty. On our call he asked me how many miles were on the vehicle 199942. I have been refunded and loan cancelled

  Business Response

  Date: 09/23/2022

  Ms. *****,
  
  I’m sorry to hear about your purchase experience with Gillman Subaru Southwest. We pride ourselves in making sure our sales process is seamless, stress-free, and as transparent as possible. It seems we fell short in this case. I’m glad that we were able to help in canceling your loan altogether and refunded your down payment. I would still love an opportunity to restore faith in Gillman, and Gillman Subaru specifically, should find yourself in the market for another vehicle. I appreciate you bringing this concern to my attention.