ComplaintsforCarter Subaru

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  09/14/2023

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

  Customer response

  09/23/2023

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

• Initial Complaint

  07/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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,
  
  ***************************

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On two different occasions (and locations) this business performed work of substandard quality and proceeded to charge me exorbitantly for these services.The first incident occurred when ******* location service department charged me about $170 to replace a single plastic clip for an engine splash shield which they were asked to inspect but apparently didnt replace at an earlier visit. They wrongly claim theyre justified to these outrageous fees because they performed unauthorized work at that earlier visit and comped me for it. Similarly, any other substandard work comped to me doesnt justify these outsized charges.The second incident occurred shortly after at Shoreline location of the same business. This time they performed a substandard diagnosis of a transmission concern flagrantly disregarding procedure spelled out in the relevant factory service manual. At this visit, they essentially performed nothing more than a complimentary vehicle inspection and charged me about $155 for the privilege. I paid for a proper transmission diagnosis or repair and got neither. Their diagnosis was also materially wrong and refuted by at least 3 other earlier inspections (2 done by this same dealer!) all within 2 months of this incident. Any actual repair like an available software update which takes no more than 5 minutes to perform was recommended as an additional cost service!The business is well aware the issues raised here and has all the numerous documentation in hand already supporting my concerns. Theyve simply chosen to ignore these two matters and weave justifications for their actions.

  Customer response

  04/20/2022

  I would like to add the comment below to my complaint #******** for forward to the business. ### This business has previously made the patently absurd implication that my conversations with their service advisor (essentially commissioned salesperson)
  were valuable services for which they should expect compensation for. Of course, customers should never be expected to pay hefty fees to talk with the businesss salespersons and this was in no way the service I was seeking! ###

  

  Business response

  04/21/2022

  This guest spent a significant amount of time with our service advisors ***** and JP discussing his options and working to get Subaru of ******* to cover the repairs on his 2008 Subaru.  The car has been out of factory warranty for many years.  In this situation, he has already opened a case with Subaru before coming in for diagnosis.  Subaru of America made it clear that the customer would be responsible for the cost of diagnosis and then they would review based on the findings. 
  ***** also made it very clear that diagnostic charges would be the responsibility of the customer and as you can see by the attached repair order, ******************** signed for the initial fee of $155.00 plus tax for that diagnosis. 
  The customer found a service bulletin for this car at some point, and we spent a great deal of time with him discussing whether or not he wanted to pay for the bulletin to be done in hopes it fixed the car or pay to diagnose his issue.  In the end he opted for diagnosis as stated on the repair order.
  The customer did not agree with our diagnosis and declined repairs. ***** contacted Subaru of America on behalf of the customer and ********************** of America declined to provide financial assistance.  Carter gave him a 15% discount.
  In October of 2021, a similar thing happened at Carter Subaru *******.  The customer also contacted ********************** of America regarding a different concern on his car, also requesting out-of-warranty financial assistance.  At this visit we did not charge the customer for any assessment.
  In February of 2020, Carter Subaru ******* serviced the car and the guest returned with a concern that some plastic clips were missing from the engine cover.  This cover is not removed for the service done, however in the interest of goodwill Carter replaced those clips and gave the customer a battery at no charge ($170 value) as a courtesy.
  Carter Motors is happy to assist this guest with any future needs but expects payment that is fair and consistent with what all customers are expected to pay.

  Customer disputed his Credit Card charge, and Carter was charged back for $145.32 on 1/15/2022.  Since this chargeback, **************** found the charge to be valid and has since credited our account.

  Due to the above and attachments showing customer approved diagnostic, we will not refund ********************. 

  Please let me know if you need any more information.

  Customer response

  04/22/2022

   
  Complaint: 17067128
  
  I am rejecting this response because:
  

  This business cannot get its facts straight. They keeps insisting they replaced plastic clips on the engine cover which is not the issue at all. But, they didn't replace the missing clips on the undercarriage splash shield when notified of this issue in a timely manner. At the next visit they happily charged me an outrageous fee of $170 to replace that single missing plastic clip. I have to wonder how they even perform competent inspections and any work without removing these covers! And why was I charged nearly $10 extra for "shop supplies" to replace this plastic clip that they also charged over twice the manufacturer retail price! Apparently this business feels entitled to fleece customers and now they're indignant when a customer calls them out on their practices.

  Regarding the second matter, I paid for an hour's labor at the inflated rate of $155. What did I receive but a tech who claims to have road tested the vehicle and pulls the transmission dipstick! This business was fishing for more work to charge me for and did not perform a competent transmission diagnosis or repair which I paid for. Instead they spent that time inspecting my vehicle and looking up its service history, which I did not pay them for. In this time frame, they could have performed the 5 minute software update which they wanted to **** me more for or they could have performed a ***** minute transmission learning control procedure as per Subaru TSB 16-72-07. Instead, all I got was their fishing expedition "complimentary" inspection! I got nothing of any value for my $155. These sorts of practices may be common for dealership service departments but that doesn't mean I'll tolerate shoddy, improper work regardless of how they'd like to treat their other customers.
  

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

• Initial Complaint

  02/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Dec 23, Carter Subaru took a $500 deposit for a vehicle. When the car arrived on Feb 2, I submitted a credit application and was approved for special financing. However, during the date of delivery on Feb 4, Carter Subaru refused to honor their word and renegaded on the terms of the purchase. The finance manager lied about my credit, claiming I had tier 3 though my credit score qualifies for tier 2. The finance manager would not disclose the reasons for the banks decision as required by law. As a result, I was unable to purchase the vehicle. Carter Subaru has not processed a refund for my deposit.

  

  Business response

  02/07/2022

  
  We have had professional and continuous communication with this customer from start to finish. The salesperson he originally worked with communicated when his car would be ready for pick-up and that we would wait to run his credit per his request so that he could get the best possible rate.This customer also had direct communication with our General Sales Director on the phone and via text- both of which the customer did not acknowledge. The customer communicated that they wanted to wait for their credit to be pulled due to their less than good credit so that they can attempt to receive the 1.9 APR at 60 months (ambassador coupon), of which we agreed to do. They had apparently been pre-approved by another dealer for ****% for 72 months due to lower than 700 credit score and they wanted to attempt to increase their credit score to 700+ before having their credit ran again, of which we obliged.
  
  When the customer came in for pick-up, we ran their credit through *********** Due to their credit score, they were only able to be approved at ****% by Chase. When we explained to the customer that this is the rate they are approved for they began to threaten our business. The customer stated that they would give us a bad survey if we didn't give him the rate.  ********** aka Subaru Motors Finance did not approve them for 1.9%. Because of his behavior, we asked him to take his business elsewhere. We refunded his deposit immediately.
  

  Most of his claims are simply not true.

  Its important to note that we do not dictate the rates, the bank does and we have zero control over which rate they produce. We would never take advantage of anyone.

*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. ↩