ComplaintsforSubaru of Spokane

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I contacted Subaru in March to lease a new car. After some back and forth with the salesperson, the price I was given was **** down, $350 a month for a new Crosstrek. I gave them my card info to put down a deposit.On March 14th, I went to pick up my car. The Salesperson nonchalantly put a completely different price sheet in front of me. I was caught off guard and asked about the change, the response was: There was an issue with the system. I was basically ready to leave as the new monthly amount was now over $400 a month and wasn't within my budget. She said I could put down $4000 to bring the payment below $400 and she then suggested we talk to the finance manager.Finance manager listened to my frustration and said it was a mistake and the system had a problem and that he has some wiggle room, he worked through the price twice and we agreed to $3500 down, $385 a month and throwing in ************* Just recently I received a letter about my lifetime oil cost of $749 that was in my lease for 36 months. I called the dealership, and a salesperson assured me that someone from finance will call me, they didn't, so I called again and talked to a sales manager since the original salesperson and finance manager aren't there anymore. He said all they can do is give me the $749 back and cancel the oil contract. That's it. I also talked to the business manager and got the same response. So not only I have to pay for oil moving forward even though it was promised to me, but all they were willing to do, was nothing. On the cancellation form for oil, the reason was stated: Goodwill for customer. Goodwill? You are not doing me a favor but giving me a refund on something that was supposed to be free, for "life". Not 36 months and that should have been added on top of a discount. The dishonesty and lack of transparency is absolutely shameful, and no one actually cared that their employees had blatantly lied to me or tried to even make this right.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been taking my vehicle into this dealership for over 5 years since I purchased the Lithia lifetime oil change package when I purchased my vehicle several years ago from the ******** dealership which was then owned by Lithia. I have always had a difficult time getting service to call me back for regular oil changes. Recently, on 5/1/2023 I took my vehicle in for an oil change, alignment, and O2 sensor replacement. They told me they were busy; therefore, they would have to keep the vehicle overnight. No one called me the next day to provide any updates. I had to call them in the afternoon to ask for status of my repairs. The young gal who answered the phone told me that my service advisor would call me back later that day to update me. He never called. I left a message that night (5/2/2023) through the automated messaging system he used to request an update. He called the next morning and said the vehicle was ready for pickup (my vehicle repairs had been 'completed' the day before, but no one notified me). Three days after I picked up my vehicle on 5/6/2023, all the same lights came back on that were on before I took the car in (check engine, off trac, 4wd lights) in addition to my engine now making noises. I took my vehicle in for diagnostic reading at ********** in the Spokane Valley on 5/7/2023 only to find out the O2 sensor that I paid $520 to have replaced was still causing the check engine light and was not either properly replaced or not done at all. I left a message with the service manager, ***************************** on 5/8/2023 advising this. He has yet to call me back. My father has also left several messages with the service manager as I was out of town on business until 6/2/2023. We have yet to hear back from anyone. Between lack of communication, paying for service that either wasn't actually done or done incorrectly and lack of ownership by the *** I am beyond frustrated. I need Subaru to fix this asap and ensure this issue does not happen again.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In September 2018 I purchased a 2014 Buick La Crosse from the subro about a month ago I traded it in period I have been calling the past month actually my wife to ********** and leaving messages I am unable to get through on the phone. Today I called ********** which is another part of this dealership different brand they referred me back to Lithia Subaru c Called again I could not get through I have left 67 messages cannot reach a real person I have an extended warranty vehicle service contract through vehicle one I have been trying to get a refund on for the past month can you help me

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car developed an issue with a coolant leak while on a road trip and was throwing a check engine code, and it was taken in for repair at this dealer. They claimed the issue was caused by a hole in the radiator, so the radiator was replaced by the technician and they did a coolant flush. I was charged $1000 for this service. 2 days later, the same issue had resurfaced and my vehicle was left stranded on the side of the road and I had to walk to the closest parts store to purchase coolant. I took it to another Subaru dealer as I was now 8+ hours away and made them aware of what was happening. Their techs claimed there was now an internal head gasket leak, which there was no mention of at Subaru of Spokane, and the issue only surfaced after they had done work on the vehicle. I was quoted $5500 for a head gasket replacement by the other dealer. Subaru of Spokane is claiming no responsibility for any of this and is not offering any reimbursement or coverage of additional repairs that were caused by their work on my vehicle. I am now expecting that Subaru of Spokane cover the cost of an engine replacement with an extended warranty on any engine issues that *** arise.

  Business response

  09/13/2022

  ************** was in our dealership on 9/9/2022 . We did replace the radiator and informed him about the possibility of a head gasket problem . The radiator did have a hole in it . This is why we replaced it . We are attaching a copy of the repair order clearly stating that if the radiator replacement did not correct the problem, the head gasket would have to be diagnosed further .************** 's Subaru is a 2012 with ******* miles . The dealer he brought the vehicle to agreed with our evaluation .

  Thank you ,

  ********************* - Subaru of Spokane

  Customer response

  09/19/2022

   
  Complaint: 18014395
  
  I am rejecting this response because: This was not verbalized to me by either the service technician or the service advisor prior to me leaving the dealership after the service was completed. The service department of Subaru of Spokane was not transparent of the possibilities of further issues. And if there was a possibility of further issues, why wouldn't the service advisor or technician mention this when providing the scope of work before service? I was provided a receipt and was asked for my signature, nothing more. If there were potential head gasket issues, this would have been the time to mention it to me. Additionally, I was asked by the service manager to provide additional evidence of a coolant leak after leaving the ***** dealership, which I did. This emailed directly to the service manager, and posted on Subaru of Spokane's ******** page. I have received no response to this evidence since providing what was requested. I was not given the option to have any potential head gasket issues addressed, but I was not made aware of it before the service was conducted. So no, I do not accept this response, due to the breakdown of overall communication and customer service. ********************** or **********************, you will make this right.
  
  Sincerely,
  
  ***********************

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