Complaints

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November of 23 my '22 Subaru Ascent was under warranty and had vibration issues. This dealer tried to blame aftermarket springs saying that they caused the axle to fail. They gave a high quote for the axle replacement. So I bought the axle from another Subaru dealer, and paid this dealer to do the installation. They charged me $325 just to install the axle I provided. The new axle did absolutely nothing to fix the issue with my vehicle. It was an incorrect diagnosis and caused me to spend over $700 on parts and labor. They also kept my old axle, which I'm sure was in good shape.The car is still having issues multiple months later. This service did absolutely nothing. Their mechanics lied about the issue. I am only seeking the cost of the service, and not the axle itself. They should pay for the total of $710 that it cost me, if they were a decent business. But I am only asking for what I specifically paid to them.

  Business response

  01/29/2024

  *************** bought this vehicle at another local Subaru Dealership. He has modified the suspension including the addition of after market all terrain tires. Our Subaru Certified Senior Master Technician looked at ***************' vehicle and noted all of the modifications. He further noted that to properly diagnose the concerns about vibrations and noise the vehicle should be returned to stock form. There was no recommendation of the axle replacement in any of our repair orders. The only thing that was recommended due to the aggressive tires was a road force balance, and in the tech notes it clearly states that due to the extensive modifications that this may not solve the original issue, but the tires were out of balance. At this point,  *************** took it upon himself to purchase the axles elsewhere and asked us to replace them. We call that 'self diagnosis'. Our *************** technician properly installed the part that *************** supplied to us at HIS request. If there were any issues with workmanship or the axle that we replaced we 100% stand behind it. We did not diagnose ***************' issue to be related to the axles, nor did we recommend he replace them. 

  Business response

  01/29/2024

  **************** has *********** suspension components and more aggressive all terrain tires on his vehicle. If these *********** parts were not on his vehicle his areas of concern would likely be covered under factory warranty, if the concern occurred at all.  The first recommendation was to consider the tires and suspension being returned to original factory standards.  ************** at no point recommended the axles be replaced, **************** purchased axles elsewhere and requested that we install them. The customer assumed the issue rather than listen to the technician recommendations. ************** did recommend a road force balance further mentioning that they may only partially solve the concern, aggressive tires do cause vibrations. **************** declined this recommendation. It was **************** 'self-diagnosis'/opinion, not in conjunction with a Subaru *************** technician, that prompted him to buy axles and pay to have them installed.  We do stand behind the workmanship and parts that we did install at the request of the customer 100%! If ************** had incorrectly diagnosed this concern, without a doubt we would take the proper corrective actions. However the customer acted on his own in this case and it did not solve his problem.  

  Customer response

  01/29/2024

   
  Complaint: 21205190
  
  I am rejecting this response because: they did advise the axle was the issue. The notes specifically have them mentioning the axle and the change in geometry. 

  The dealer then provided a quote for the axle. Their price was unreasonably high, so I bought the part at another dealer. 

  They then replaced the axle and kept my original axle. The $700+ job did absolutely nothing to fix my issue.

  Numerous independent mechanics have confirmed that ride height and new tires cannot cause the issues I'm experiencing. 

  
  
  

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my car into the dealer June 27th, 2023, had the first loaner car that I took back the same night due to it having the SAME brake issue that my personal car had, but 10x worse. Got a new loaner car, took back after 4 days because it was just too small, they then tried to give me the SAME loaner car with the brake issue AGAIN. Then they gave me a 2023, I was involved in a HIT AND RUN accident on July 9th. Went down there the next day to show them damage so they could put an order in. Dealership said parts were delayed for my personal car and then after the HIT AND RUN, they told me my parts were back ordered. Didnt make sense to me when they already shipped. Sketchy. THEN they call me the 17th of July, saying my car is done and ready to go. I get down there, and they REFUSE to give me my RUNNING vehicle until the claim on the LOANER is closed. My insurance claim representative told them they CANNOT do that because my car is in working order. So I finally get my car. I go get gas that night and notice something wrong on my front passenger wheel. THEY SCRAPED IT. So I called next day, sent picture and they CONTINUE to play games with me on fixing it. It is now August 9th and they have played games since July 18th and WILL NOT answer a phone.

  Business response

  08/10/2023

  The customer misunderstood the process of releasing her vehicle back to her. She admittedly was involved in a hit and run situation with our free loaner vehicle. Our service team requested that we have the insurance claim number prior to returning her vehicle, not that the repairs be completed first, per our service loaner agreement. Coincidentally the customer vehicle repair was completed and the hit and run occurred which did not afford her the time to collect the insurance claim number. Without personally being there it could be said that there was miscommunication by both parties. 

  In regards to repairing the customers' wheel. We cannot fairly argue that we did the damage or that she did the damage, doesn't matter, we opted to repair her wheel, please note this offer was made prior the this complaint. The screenshots she supplied you clearly show that we offered 'the best time for her to bring us the vehicle for repair of the wheel'. We have yet to hear a reply from the customer but are ready, willing, and able to have the wheel repaired. 

  Customer response

  08/11/2023

   
  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

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged after tax $4,000.00 for repairs that I did not consent to and was not informed of being necessary on my vehicle. I was not contacted prior to the repairs being done. Each conversation I had with the dealership, despite my irritation was to inform me of work already done. They refused to give me an proper bill with terms or an estimate of repair cost. They refused to relinquish my vehicle despite that not being explained to me. The team who evaluated my vehicle in my presence made all issues out to seem as though they would be resolved through my warranty. They lied. I was forced to call my bank in a public setting to. The dealership refused to inform me of contact with the warranty company before replacing the rotors and brake pads on my car. I was reprimanded for purchasing a replacement battery after the one provided to me died within 6 months. My email was ignored explaining the circumstances of the vehicle's operation. I could have fixed everything myself for far less.The electrical issues described in the email are still present. I never requested or wanted my brakes to be worked on. They did it without my consent or knowledge and billed me nonetheless. I would like a refund for the work done without my consent and will send appropriate documentation upon serious review of this posting. I apologize for coming off this way but I have no other recourse at this moment. I was never given an estimate of charges. I was not listened to on multiple occasions by the woman in charge of my service "****". I did not have **** listed as my service technician initially and I am genuinely disappointed by her general attitude. I explicitly stated to two staff members that the "Check Engine" lamp turned off when all the other malfunctioning lamps did. None listened, I spoke to **** and one other person that day. I have included a screenshot of the email I sent. No issues stated in the email were addressed. Only unrelated issues to my complaints were addressed.

  Business response

  02/17/2023

  *****************, Subaru Service Manager, spoke with ************ today and this issue has been resolved.

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to trade in my vehicle for a new Subaru Forester. The sales team was great, but when we went into finance to close the agreed upon deal, the finance guy was telling us that if we didn't get the "upsell" maintenance plans and the car be maintained by them that Subaru would cancel our warranty. There are consumer protection laws for this (******** **** warranty act.) I tell him I believe that is illegal and if it isn't that I would never drive or own a Subaru so no deal, after much arguing he rewords enough to say that maintenance has to be done by an ASE certified professional, and then finally at the end the service **** (who was trying to back his argument for the upsell) finally states yes, I can perform maintenance on my own vehicle but to their exact specifications and record keeping or it would void warranty (again overselling the fear tactic upsell but at least in an attempt to remain within the law) .He is a rude liar, using fear tactics to try and force the upsell taking advantage of customers by threat of revoking our consumer protected rights signed into place in the ****s. I refused, but even now, I haven't received my contract and I'm concerned due to some of it being electronic and press of a button. I'm concerned now that no matter what I said and signed, with his dishonesty I may see he added it anyways with a press of a button which I know for certain I didn't sign or agree to. (To be determined on a later date on that I guess on that, I just wanted to address now incase.)

  Business response

  12/02/2022

  We present all available products to all customers every time. To not do that would be considered discriminatory. We are also resending a complete set of the digitally signed documents to **************** so that he can see there were no unauthorized purchases. The manufacturer can be very stringent on what they will accept for proof of servicing should an issue occur in the future. There are NEVER any "requirements" to purchase in addition to the vehicle itself.  We apologize if that was the way it came across. Our desire to do better never ends. Thank you for your feedback.

  Customer response

  12/02/2022

   
  Better Business Bureau:

  This is my first copy that he just sent. So he is incorrect. He speaks to misdirect their fraudulent attempt to force an upsell. Their finance directly argued that Subaru will void warranty as an absolute statement. There is no confusion on my part. There is a lack of integrity on theirs. I am relieved that at least my contract is free from their dishonesty. I am one of the lucky ones, but the way they treat customers is not acceptable. I'm sure most buy the extra upsell and believe they have to. Coercion by intimidation to revoke the factory warranty ** I want to change my own oil is not right, nor legal. It's garbage, his response showing no concern of my claim shows he has no intention of correcting the problem. So yes, I have gotten by, others probably not so lucky. Not even an apology for such service. Confirms my review, these guys are trash. 
  
  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

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi my name is ************************* I bought a 2017 Subaru Impreza brand new from Puyallup Subaru I had nothing but problems with the car it was constantly in and out of the shop for 4 1/2 years after my last visit with the service department my car just burst in the flames and the whole thing burnt down the dealership refuses to take responsibility just called me a liar I dont understand how somebody who works on your vehicle all the sudden isnt responsible when you dont have it anymore I spent $40,000 on this car at this dealership and I only had it for 4 1/2 years minus all the time that it was in the shop this dealership has never taken responsibility for this car even right now as I no longer have the car because the whole thing burnt down the technician that they had working on my vehicle no longer works there which to me seems very odd please help me with this matter as the dealership does not want to take responsibility for this and they do owe me money I want all my money back I only got market value for a car that I had for four years and if you listen to Subarus commercials they say that those cars last generations mine didnt even last 4 1/2 years pretty sad that these multi million dollar companies are stepping on the backs of poor people to get what they want and leaving us with nothing after they take all of our money Thank you for your time and your help.

  Business response

  06/08/2022

  ****************** dropped his car off for service on November 30, 2021. He picked it back up in early December 2021. ****************** claimed that the vehicle caught fire in early January 2022, and burned to a total loss. According to ******************, he settled his claim with his insurance company a received fair market value for the vehicle. ****************** is asking for the dealership to pay him additional money over and above his insurance settlement. This is an issue between ****************** and his insurance company. ****************** was in possession of the vehicle for over a month after repairs were made and we have no idea what may or may not have been done to the vehicle after he took back possession in early December. The dealership has no responsibility to compensate ****************** any further. 

• Initial Complaint

  02/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I would like to report Bait and Switch and Fraudulent business behavior. I was working with Puyallup Subaru, I was speaking with a man name ******* they claimed to be selling cars at exactly MSRP with taxes and fees to be added in of course. The sales person and I were in contact via text and telephone both. I was told in writing that Subaru would NOT be charging my account ****** because the car had already had the deposit placed on and was already on the way to the dealership. However Monday morning the ****** had been removed from my account, however only once the sales person was confronted about the price Discrepancies on the invoice, and order sheet. The sales person told my partner to shut the F@&$ Up over the phone, and when we asked about the bait and switch via text so all this is in writing, the dealership then charged my bank account ******, when I asked about the refund I received a very rude reply, and actually threatening saying I was be blocked and removed out the system at Subaru, which he did and it messed up my Account for my Brand New Subaru purchased somewhere else, it erased all my information for my new car also !! Causing some issues with remote start and other PURCHASED features. As I have s stated I have all the paperwork, text messages but not recording of the actual phone conversation. Please help I feel unsafe driving my new computer accessed car with a person who can access all my files through Subaru !

*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. ↩