ComplaintsforSt Johnsbury Subaru

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to get a state inspection, oil change and tires changed. They ruined the bead on one tire while changing them. They told me they would order a replacement and put it on for free. After a month and driving almost ***** miles on the tires that were a brand new set of 4 when putting them on I called to see why the tire wasnt in. I was told when they tried to order it that it was out of stock, it got put on the back burner and slipped through the cracks I was told. I told them I didnt want ONE differently worn tire put on my car as I bought 4 brand new same tires to be put on it to begin with. I told them I just wanted to be reimbursed the money I paid for the 4 tires so that when these are taken off I can replace it with 4 same brand new tires as that is what I bought and paid for and had they not made an error that is what I would have gotten. And not only did they make a mistake and I let it go they let a month go by and hadnt fixed their error and when I had to call them to remind them to get after as if my request to have 4 same tires with the same wear on my car was unreasonable. It is recommended for vehicles to have 4 same tires with the same wear. They as a car dealer with a service department should know and understand my frustration. Instead I was hung up on by their service manager and gaslit by the sales manager.

  Business response

  04/18/2024

  Mostly, the complaint against us is accurate.  We did damage the sidewall while installing the consumers new tires.  As a result, we told the consumer that we would order one, and in fact it was on backorder.   The discrepancy here is that 4 tires need to be replaced when replacing one tire.  The tires only had 5000 miles on them, and to replace one tire is well within spec to perform properly with the tread depth of the remaining 3.  However, as a good faith gesture we did buy the consumer two tires.  That being said though we made a mistake,  but that does not warrant having to give away 4 tires, nor does or would it ever justify giving away "4 tires at a higher value".  We believe we made a fair offer to the consumer, and have taken ownership of our error.  We apologize, but our decision is final.

   

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The St. Johnsbury Subaru dealership performed an oil change on my 2020 Dodge Ram **** about **** miles ago. At the time, they stated that they did not have enough of the correct oil and would need to order more, which they said they did. Recently, I encountered a check engine light and took it to the Ram dealership, where they evaluated the code to be an oil pressure issue and discovered that there was almost no oil in the truck whatsoever. The tech was able to drain approximately 2 quarts of oil out of the 7+ quart system. I was charged roughly $180 by the Ram dealership to diagnose the issue and perform an early oil change. They state there is no evidence of leak anywhere in the system and that my new truck (with only ****** miles on it total) could not burn 5+ quarts of oil in only **** miles without there being obvious symptoms. The Ram dealership believes and states on my paperwork that it appears the Subaru dealership did not put the appropriate amount of oil back in my truck. I have spoken with both the Service and Sales managers at the Subaru dealership and have been unable to find resolution. As there does not appear to be any lasting damage to my truck, I am only seeking reimbursement from the Subaru dealership for the $185 I was charged to diagnose and correct the issue at the Ram dealership.

  Business response

  12/06/2022

  Per the repair order we installed the 7 quarts of oil and the oil change was performed almost 15 months ago. We will not be reimbursing the $185

  Customer response

  12/07/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

  The unsigned response from the business does not address my concern. As per the repair order from the Ram dealership, there is no evidence of oil leaks or oil burning and they clearly state they believe the Subaru dealership failed to adequately replace the oil in my vehicle as there is no way to lose 5+ quarts of oil from that system in only 4k miles. It is clearly evident that a proper oil change was not completed by St. J Subaru. I will continue to escalate this concern to higher levels of management, up to and including corporate and Mr. ********* himself as necessary until my concerns are addressed.

  
  Regards,

  ******

   

   

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