ComplaintsforMichael’s Subaru
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On August 14, I was contacted about a car I did not purchase. I was told this was an error in contact info and it would be fixed. This happened again. Then on the 29th my bank called me about a car loan I did not open. I had to sort out with my bank the issues that came from a sales person here not double checking the customer information they selected and putting the car under my name. I came very close to having to submit claims of identity theft because of this issue.The fact of the matter is that I had already warned the dealership about this issue twice and was assured it would be fixed, but it still continued to be a problem. The car was put under my contact information and it got to the point that the bank was associating another persons loan with me. I am extremely lucky this did not become an issue on my credit.Business response
08/31/2023
Hello,
We apologize for confusion and the inconvenience to the customer. In our system we had two ***************************** with the exact same name and both own 2019' vehicles. Our CRM system inadvertently attached the email address and phone number of the other ************************* to this customer. No other data was exchanged. We contacted BECU and they have since corrected everything within their internal systems and everything is resolved.
Once again, we apologize for this and thank you for being it to my attention.
*****************
Customer response
08/31/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I want the business to be more aware of the sensitivity of these practices in the future, but I understand that mistakes can happen. I hope they will make these changes moving forward to protect data just in case.
Sincerely,
*************************Initial Complaint
07/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Damages were done to my vehicle (2012 Outback; dent to the front right with the fender popping out and with the center bumper hanging) while on site at their dealership for services on 6/26/23. I have photo and report evidence it was done while on their lot from the tow truck services involved as well as the subaru technician that in-took the car that day. I've left 7 seven messages between the office manager (******), general manager (****) and both service managers (**** and *****) between 7/7/23 and today 7/20/23 with no response from anyone. Given they are liable for my vehicle while it's onsite, I want something done about the damages that were done to my vehicle. I've reviewed their ****** images and they appear to have cameras on site at the entrance of the service door though when I asked workers about this, they said they think they don't have any.Business response
07/25/2023
Hello,
I spoke with the customer on the phone and we had a good conversation. There is really no way determine how the damage happened to her Subaru but in the spirit of customer service, we are going to send her a check for $200.00.
***** is happy with that and thanked us for taking care of her.
Thank you,
*****************
Customer response
07/26/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
04/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been a customer at this ****************** location for years and have loved their service, however, this time i went in to get an issue checked and i paid $420 and the only diagnosis i was given is to fill up my car tank and drive it around until its empty and then see if the issue still exists. I was also given incorrect information that the issue at hand was due to a car accident, they had no information to support that claim, hence stating my warranty is void for a new 2021 subaru crosstrek. I called in a few times and talked to ****** and the reception desk to get someone to help me with this issue but after repeated attempts, no one called me back to discuss the issue further. After confiding in them and going to see them for an issue with a new car, i ended up with a ******************************************************************************* back and handle this situation.Business response
04/12/2023
Hello,
I had a nice conversation with ****************** on the phone and discussed what happened. I attached a copy of the repair R.O. and we reviewed the technicians' findings after his car was in the rear end collision. I know he is frustrated with the insurance company of the people that hit him and we will help as we can. As I told him, if the fuel gauge had an issue before the accident, then Subaru would cover the repair. Since the issue began after the accident then will not as our tests right now show fuel sensor is working within factory specifications. ************** suggested we re-test the sensor when the vehicle is at 1/4 tank of fuel. ****************** will bring the vehicle back in then and I told him we would not charge him for that inspection, even though Subaru Corporate will not reimburse us, unless a problem is found. We are doing this as a courtesy from *******'s Subaru.
****************** will contact me personally when he is ready and I will set-up the service appointment.
Customer response
04/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
5 total complaints in the last 3 years.
1 complaints closed in the last 12 months.