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:12/11/2024

  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.

  I leased a 2025 Subaru Forester from Carter Subaru, Shoreline in mid November 2024. I had them buy my 2019 Subaru Forester, with paying off my auto loan I had $5275 in equity. I have bought cars and traded cars from Carter Subaru many times in the past 15+ years. I have gotten checks back when I have equity in a car. I was not told that equity would go into the loan. So I was under the impression I would get a check back because that was my last experience. I was NEVER told or explained that the equity would be put into the new lease. I was even told if I put a $2000 down payment what my mo payments would be. I asked why that doesnt from my equity and I was just told that I pay it separately. So I paid $2000 down. I feel i was scammed into buying a car. I would not have bought the car knowing I wasnt getting the equity back. I even said several times I felt good with knowing I had at least $5000 in equity. My husband was with me and he can also confirm no details were shared about not getting my equity back. At this point I feel like the business should be giving me that equity back. I did sign papers, but I have no idea what Im signingall they do is say, sign here here and here! I feel i was falsely lured into buying a new car. The managers were unwilling to work with me and it felt like an absolute scam into buying the car.

  

  Business Response

  Date: 12/12/2024

  
  Thank you for reaching out and allowing us the opportunity to address your concerns. We understand that this experience has been frustrating, and we sincerely regret that you feel this way about your recent purchase. We take all customer feedback seriously and would like to provide some clarity regarding the terms of your lease agreement.
  First and foremost, the use of your trade-in equity as part of the down payment on your new lease was clearly documented in multiple areas of the lease agreement, which you signed. (See attached documents) At no point during the transaction did you express concerns or request that your equity be returned in the form of a check. The lease agreement, which was reviewed and signed by you, indicates that the equity was applied directly toward the lease, lowering your overall lease amount.
  Additionally, we would like to point out that you made an additional $2,000 down payment during the process. If you had expected to receive money back from your equity, it would not align with the decision to put down an additional $2,000 to adjust your monthly payments to a level you were comfortable with.
  
  It is important to note that at no point during the negotiation or purchase process did you request your equity back or raise any questions about how it was being applied. This issue was not raised until two weeks after the purchase was completed.
  We take pride in our commitment to transparency and clear communication. Our intention is never to mislead our customers, and we regret that you feel this way about your experience with us.
  
  Sincerely, **** *********
  

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22635309
  
  I am rejecting this response because:

  During the loan signing I specifically asked why the down payment wasnt coming out of my equity check! Literally implying my understanding. No one explained any documents I was signing. No one explained the equity was going TO the loan. Carter can say all they want, but as a a customer I dont know the difference between a trade in and a buy out. In the past I have been given an equity check which I brought up several times. No one stopped me and said the equity would go to the loan. The whole process was deceptive and unhonest by disclosing the facts to a customer. I put a down payment down because the sales person told me it would lower the payment. But the sales person NEVER said the equity was also lowering the payment. Why would I as a customer know the equity was going to a loan without me being told that. Especially when I was constantly talking about getting the equity back. Yes, I also signed the loan and am signing where Im told to sign but not once was I shown where on the paperwork the equity was going back to the car. I reviewed the paper later and had to scoured the paperwork to find it  but that should have been told to me. In the past myself and my mom have both gotten checks back from bringing in a car and upgrading to a new model. But also in the past they were very up front and explained the whole process. I foolishly expected the same level of service. I feel Carter kept vital details from me in order to make a sale  

  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:08/10/2024

  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.

  On May 19th I bought a car and warranty from Carter Subaru in ******* and was told I could cancel the warranty for a full refund within one month. On June 4th just over two weeks later I asked in person for a refund on my warranty and got a written contract. The contract stated to expect a refund within 30 days. I called 3 times July 9th, once the 10th, and twice the 11th without ever successfully reaching a finance representative. Once on the 11th I reached a voice mail that wasnt full. Later on July 11th I got an email confirming refund was being processed still and I would get a call and check once it was processed. On July 25th after an associate got through on the phone, I received a text confirming my warranty was cancelled and we were waiting on the warranty company to issue a refund. On August 8th I called the warranty company and was told that nobody had cancelled my warranty and I would not be given the full refund due to waiting longer than one month from purchase. This all occurred after several instances of unprofessionalism, such as them offering to set up a backup loan for my vehicle purchase that would not be activated so long as I turned in a check within the week. I went to my bank and gave them a check 3 days later as agreed upon. A week after I turned the check in when I followed up on why it had not been cashed, they informed me they expected me to pay off the entirety of the loan once it was pushed through, despite them already having a check in their possession for the full $26,877.92

  

  Business Response

  Date: 08/14/2024

  I would like to apologize to ****** for the lack of contact & delay in the refund check for the warranty cancellation. We have had some turn over that interrupted this process. Carter has sent a full refund to

  *********************. The check will be mailed out on 08/15/2024. I am available for further discussion if need. My direct line is ************. 

  Sincerely,

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

   

  Customer Answer

  Date: 08/21/2024

   
  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

  Date:08/09/2024

  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.

  In January 2018, ************************* purchased a car valued at $40,000 and an all-inclusive Subaru extended warranty for $4,000 at Carters Subaru of ********* in *******, **. This warranty, covering up to ******* miles and excluding only normal wear and tear, was intended to protect against breakdowns due to defective parts.By December 2021, at approximately ****** miles, the car began experiencing engine issues and was taken to Carters Subaru for service under the warranty. The car was returned seemingly fixed in January 2022. However, in February 2023, the oil light started coming on at around ****** miles. After a full oil change at Walkers Renton Subaru, the car was returned seemingly fixed once again. In March 2023, the car was taken back for a multi-point inspection and had six spark plugs replaced at ****** miles. On March 8, 2023, a hesitation issue led to the discovery of a cracked spark plug, which was replaced. A week later, on March 15, 2023, a pinging sound was deemed normal by the dealership.By May 2023, the oil light continued to come on despite regular oil changes, and the car had reached ****** miles. An oil change revealed it was low, despite frequent top-offs over the previous four months.In November 2023, at ******* miles, another oil change and PCV replacement were performed. Subaru did not alert ***** to any issues at this time. By June 2024, ************************* was informed that despite the persistent issues since ****** miles, the dealership could not assist further as the car had surpassed the *******-mile warranty limit.In August 2024, Subaru has still refused to correct the problem, even though it had been reported continuously up to ****** miles and never resolved. The estimated repair cost, including total engine replacement, exceeded $15,000. Consequently, ************************* is seeking a complete engine replacement from Subaru.

  

  Business Response

  Date: 08/15/2024

  Good afternoon, the client  purchased this vehicle in January of 2018.  After the purchase of the vehicle her service was not performed at the recommended intervals recommended by Subaru of America in the owners manual.  
  Here is a brief synopsis of the very poor service history on the vehicle.
  July 7th, 2018 @ ****** miles the first Service was performed (***** miles overdue)
  May 1st, 2019 @ ****** miles was the next time the vehicle came in for service (***** miles overdue)
  Jan 29th, 2020 @ ****** miles the vehicle was brought in for its next service (***** miles overdue)
  Dec 14th, 2020 @ ****** miles the vehicle was brought in for its next service (***** miles overdue)
  After these services it appears she started taking the vehicle to Walkers Renton Subaru for her service and the interval timing started to improve slightly.  We saw the vehicle again at ****** miles with a report of an oil leak.  The BBB case states, engine issues, however the repair order states, Customer has service done at another ********************** and was told she has an oil leak possibly from the timing cover and or transmission.  We verified oil leaking from front timing cover and leaks from the CVT.  We removed the engine, resealed the timing cover and CVT leaks.  At this time, the guest also paid for a CVT, a throttle body cleaning, and rear brakes.  The leaks were covered under the Service Contract the guest purchased.  The guest paid $776.74 for the things not covered under Service Contract coverage.  After this repair the vehicle was serviced at Walkers at better service intervals, but still not adhering to the 6 month or *****-mile intervals that Subaru recommends.  The next time we saw the vehicle was at ****** miles on May 23rd, 2024.  At this service we looked at the vehicle for various issues including the oil light being on and a pinging sound when turning on the car.  We noted at that time that time that the oil level was low and oil sticker showed that a service was due.  It was also stated that after service in ******, the car is loud & there are clicking sounds.  We did not find any issue with a noise from the engine.  The next time the vehicle came to us was at ******* miles on October 7, 2023, for a general ***** miles service with no issues noted.  At ******* on Nov 13, 2023, the vehicle came in with the low oil light coming on and off.  No oil leaks were found, and we recommended replacement of the *** valve which can cause an oil consumption issue.  The vehicle came back on Jan 3, 2024, at ******* stating that we were to check for oil leaks and vehicle is leaking oil again.  We did not find any oil leaks at this time.  On Jan 26th, 2024, with ******* miles and we looked at the vehicle again for an oil light coming on.  At that time, we could not find a leak and we started an oil consumption test that the guest paid for.  The vehicle came back in on February 13, 2024, with ******* miles for a battery concern that was partially paid for by the warranty extension.   The last time the vehicle came to ** was on June 24, 2024, with ******** miles.  At this service it was noted that the vehicles check engine light was, running rough, and husband has been topping off the oil.  At this time, we found a #6-cylinder misfire code (P219B).  Technician removed #6 spark plug and found electrode to be broken and issue with #6-cylinder piston to be deformed. At this time, we recommended the engine to be removed & torn down,  to inspect for damages and decide on options.  The guest refused and had the vehicle towed from our premises.  
  
  We talked about possible assistance from Subaru of America during the last service visit, but with the extremely poor service maintenance history, no further action was taken by our dealership. Unfortunately the issues are a result of poor maintenance history with extremely long intervals between oil changes (more than double the recommended invtervals at times) which can cause the vehicle to be so low on oil it will cause premature engine wear & tear and ultimately this failure. 

   

  Sincerely, ***************************

  Customer Answer

  Date: 09/05/2024

  Thank you for the opportunity to respond to Subaru's detailed response to our complaint. We appreciate the time and effort taken by Subaru to review the service history and the issues we've encountered with the vehicle.
  
  While we understand that regular maintenance is crucial, the core issue remains that the engine problems have persisted since the vehicle had ****** miles, well within the warranty period. Despite multiple service visits and attempts to rectify the issue, the problems were never fully resolved, leading to the current severe engine failure.
  
  The vehicle was regularly serviced, both within Subarus service centers and outside of them. The fact that these issues were not resolved despite repeated service visits suggests that the problem may be due to underlying defects rather than a lack of maintenance.
  
  Its important to emphasize that the engine issues were reported while the vehicle was still within the warranty coverage at ****** miles. Despite these reports, the issues were not fully addressed, and the problems continued to worsen over time. The warranty should have protected us from exactly this kind of ongoing, unresolved mechanical failure. We have documented records of service visits, phone conversations, and loaner cars issued during the repair attempts.
  
  Additionally, we are still within the 7-day window to respond to Subaru's initial response, which was sent to us on Friday, August 16th. This timely response is crucial to ensure that our concerns are properly addressed and that a fair resolution is reached.
  
  The current engine failure is catastrophic, with repair costs exceeding $15,000, which is well beyond what any consumer should bear, especially after diligently reporting issues and following through with recommended services. Given the history of unresolved engine problems, we believe that a complete engine replacement is a fair and necessary resolution.
  
  Furthermore, we would like to reiterate that the engine problem was consistent even after the engine was rebuilt at ****** miles and resurfaced at ****** miles. Despite Subaru's statement that "it was okay," the car was brought back in, and the problem was only acknowledged after the warranty period had ended. This is despite the fact that we had informed Subaru of the issue at ****** miles.
  
  In addition to the engine replacement, we request that any additional extenuating issues that may have resulted from this ongoing engine problem also be repaired to make us whole. This would ensure that our vehicle is fully restored to a reliable and safe condition.
  
  We respectfully request that Subaru provide a complete engine replacement at no cost, as the issues were reported well within the warranty period and have continued despite regular servicing and multiple repair attempts.
  
  We trust that Subaru will consider the facts and our long-standing relationship as loyal customers and take the necessary steps to resolve this matter fairly. We look forward to your prompt response and resolution.
  
  Sincerely,  
  *************************

• Initial Complaint

  Date:02/20/2024

  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.

  I had an accident with my car on 10/23 that took the body shop 4 months to repair due to supply chain issues. When the body shop called and I arranged to pick up the car on 02/15/24, I promptly called Carter Subaru (*******) schedule the 6month/6k service. Part of that service is to rotate the tires. They failed to do that. The reason I know they failed to do it is the front drivers side wheel/tire was replaced as part of the accident repair. It still has the new tire nubs and even Carter Subaru reported the tread depth as 10/32 while the other 3 tires have a tread depth of 9/32 reflecting the 5.5K miles those tires had on them. They have completely exhausted any kind of trust and I will be looking else where for my regular services. The failure to rotate tires has serious implications for the health of the *** system. At the end of the day, I should not pay for something they claimed to have done as required by the manufacture and I don't trust them to correct this as there is no excuse for not rotating the tires per the bill I got.

  

  Business Response

  Date: 02/23/2024

  *****,

  I apologize that the technician working on your car did not rotate your tires, this should have been done as part of the service. I appreciate you bringing to

  my attention. We have addressed the issue with the employees involved with your car. We will double down on the training of the newer staff members. I

  will reduce your bill by half and refund you the difference, or if you choose to give us another chance, I will do the next 6month/6k service free of charge.

  Let me know how you would like to proceed and we will get it done. I hope to see you in the store again.

  Sincerely,

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

• Initial Complaint

  Date:09/10/2023

  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.

  In late June 2023 I purchased a Subaru WRX from the ******* (*******) location of Carter Subaru. I was told that the clutch was just replaced and the air conditioning was recharged. After purchasing the vehicle I noticed the clutch and shifter were not the same as other WRX I had driven, so I emailed sales and asked if any after market parts were on the vehicle. I never got a response.Within the first month of purchase I emailed sales more than once about the shifting and feeling something was wrong with the vehicle. Then the air conditioning stopped working right in the middle of a heat wave. I had limited ability to take time off or deal with the problems. I emailed sales explaining the ** must not have been diagnosed and fixed properly the first time. ***** told me if I paid for the cost of service there I would be reimbursed. Because the dealership is an hour from my home it was extremely difficult for me to find time to bring the vehicle there and I had to drive it there early in the morning before working an 8 hour shift. When I picked it up and had already paid, a service person commented the clutch did not feel the same as most WRXs which validated my concern. They also said parts were missing from the ** system.When I sought reimbursement, instead of providing reimbursement as promised, I was asked to sign an agreement stating no further repairs would be done and that I would not file any complaints nor make any public comments about the dealership. I would never have wasted my time bringing it there if I were told I would be expected to relinquish my rights in return. The service department had told me to get the ** fixed now and then bring it back to get the shifting and clutch looked at, but this made clear the dealership was trying to avoid liability for a defective product.I believe the dealership cut corners and sold a defective vehicle. I would like the refund I was promised and the vehicle fixed or returned.

  

  Business Response

  Date: 09/14/2023

  We have contacted the customer. They are bringing the car to ********************** so we can inspect the vehicle.

  Customer Answer

  Date: 09/23/2023

  The complaint was resolved as the business refunded my payment as promised and re-evaluated the vehicle.

• Initial Complaint

  Date:07/07/2023

  Type:Billing 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 6/21/23 I had a mirror replaced at Carter Subaru *******. I paid $729.21 with my debit card. The transaction processed out of my account instantly. ***** at Subaru claimed it was declined. I tried another card, declined. ***** refused to give me my keys unless I left my card information. I was forced to leave my card info so I could go home that day. The payment completed processing on 6/22/23. The branch manager ***** called me a couple days later and stated theres no payment received. I said thats not true because it has processed out of my account. I sent her proof of payment from my mobile app in a screenshot. She thanked me and said she'll forward to the accounting ***** Fast forward to 7/3/23, Subaru charged my card $729.21 without my authorization. I spent the entire week calling them, leaving voicemails, texting their texting computer system. Zero call backs. I called ***** yet again today on 7/7/23 and left a message. She called me once and left a voicemail. I called two police depts regarding this fraud charge and they advised me to go to Subaru and settle in person, if that does not settle, go to small claims court. I just sat at the Carter subaru dealership in ******* for 2 hours. I was given pushback and attitude from Will and ***** service workers. I finally spoke to ***** and provided printed statements of both charges. She said accounting never received it from their credit card merchant company. She said they can print me a check. I said I am willing to pick it up from their accounting offices. I waited another 30 minutes only to be told that accounting is waiting to hear back from their merchant. I was given a phone number for ***** in their accounting ***** I called her. She said they won't issue me a check until they find out where the money went on their end. I am beyond frustrated at this point and want a refund for Subaru's fraudulent mistake.

  

  Business Response

  Date: 07/19/2023

  The company we use for merchant services confirmed only 1 transaction was pulled from the customers account on 7/5/22 for $729.21. They said the first transaction on 6/22/22 was a decline.  We could not issue the customer a refund until we did our due diligence.  We decided to issue the customer a check on 7/12/23 for the inconvenience caused to her.  The customer agreed to speak with our merchant services company and her bank representative to research and discuss what occurred with the transactions.  The merchant services company contacted our customer 3 times and have not heard back.

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20289659
  
  I am rejecting this response because:  The actions described in this response is not accurate.  I have not received contact attempts. However I have received a refund check after numerous text messages with Subaru's accountant explaining that the transaction was processed successfully as verified by my bank.  I provided proof of both transactions and the accountant and merchant did not acknowledge them explaining that the first transaction was declined. This has been an extremely frustrating process.  And to add to the entire process, the service that was done to my car was incorrect.  I have received one phone call from the assistant manager of carter subaru in ******* and called back several times and left voice messages.  I have not heard back still.  The incorrect color of mirror was put on my car without notification.  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/31/2023

  I dont understand what she is saying in her response.  She believes she was charged twice, so we sent her a check for the inconvenience.  Carter and DMS researched and do not see a double payment from her.  On 7/17 DMS told me via email they have contacted her 3 times, which I relayed to the customer via text on 7/19.  Customers text back to me was Im in contact with her now.  I am going to the bank so they can speak with her [******** from DMS] and I over the phone.
  Both ****** and ***** told me she was made aware the color of the mirror was not an exact match.  RO states upper cover needs to be repainted to match.

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20289659
  
  This response is being rejected because of false feedback from the business.  Carter Subaru of ******* has permanently lost me as a customer and I will be going elsewhere for service on my Subaru Crosstrek.  Yes I received a check from Subaru but it was a massive headache to do so.  Being treated poorly by multiple service employees in person, gaslit over the phone, multiple phone calls and voice messages left for management that are too busy to take care of their customers. I do not wish to receive any further communication from this Subaru location or this issue.  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/17/2022

  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.

  3/23/22-5/5/22 I inquired about clicking noises on the front left wheel. Problem was not solved with multiple appointments. While fixing the clicking noise problem, my vehicle became worse and started to get rubbing noises when I turn the steering wheel. Subaru said its a transmission problem (I have proof in text messages). In the end they diagnosed and identified the problem as normal operation noises. BUT they have already done damage to the car with how they got to the final diagnosis. First they took out my old transmission, then they put in a new transmission and the rubbing noise was still present. Finally they took the new transmission out and put back my old transmission. It gave me an impression that a doctor diagnosed I have a heart disease, takes my heart out and put in a new one. My new heart still has heart disease. Then the doctor decided to say lets just take out the new heart and put back the old heart and call it fixed. Overall I don't know what they were doing. I paid $203.00 and took time off from work to continuously drop off and pick up my car and in the end none of the issues are fixed. Their rep stated that if I go back about the any of the SAME problems again, I will be charge again even though I have already paid $203 to have them say nothings wrong with my car. All the people work there are not professional, not knowledgeable, not honest, not responsible. I feel like I have been cheated out of my money. All the conversations with Subaru were saved, noise problems were also documented on a video. I WILL NEVER GO BACK TO SUBARU AND NEVER RECOMMEND SUBARU TO ANYONE. I HAVE COMPLETELY LOST TRUST IN SUBARUS SERVICE AND THEIR CARS.

  

  Business Response

  Date: 05/18/2022

  Customer concern on this car is a faint and intermittent clicking noise heard when in a parking garage.  The noise has been confirmed and was properly diagnosed as coming from inside the transmission.  Subaru of America does not allow any type of disassembly or internal repair of the transmission, replacement is the only option the dealership has.  Upon replacement Carter found the exact same noise exists.  Subaru of America investigated and deemed the noise normal operation for the *** transmission.  As the car is under factory warranty, Subaru of America chose to remove the unnecessary new transmission and install the old one which was a reasonable decision considering the original transmission is working as designed.  This work was done at no charge to the customer.  The customer did pay $79 plus tax for an oil change which was unrelated to repairs.  While we regret creating unnecessary frustration and had no intentions of making the customer feel like we cannot be trusted, we acted in good faith on behalf of both the customer and the manufacturer.  The retailer has no other available action unfortunately, the faint noise cannot be remedied and is considered normal. 

  Customer Answer

  Date: 05/18/2022

   
  Complaint: 17214023
  
  I am rejecting this response because:

  1st The noise is not only heard in the parking lot. It is also heard outside of the parking lot. (I have a video but too large to attach here)

  2nd I didn't request any oil change service. The rep put it as a separate work order. It was a phone conversation with him. He said they need to pull all the old oil out and put in new one for determine if the transmission is working properly. 

  3rd. If the clicking noise is fixed. Why would the text messages from the rep saying the noise wasn't able to duplicate and ask me to go back when the noise get worst? (images attached)

  
  
  Sincerely,
  
  ***************************