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ComplaintsforKenosha Subaru
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Complaint Details
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Initial Complaint
07/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
At point of purchase (02/28/2022), I was required to purchase "Auto Trace"/LoJac on a 2022 Subaru Forester Touring. I objected and was told that ******* sells all of their cars with this add-on cost ($399.00 plus tax). I did not want "Auto Trace"/LoJac because: 1) I did not want to pay the additional cost; 2) the car already comes with Starlink feature which locates the car; 3) my auto insurance covers auto theft. Numbers 2 and 3 are duplicate coverage for which I do not want to pay. Following delivery, I discovered that a "SmartPhone" is required to interact with "Auto Trace"/LoJac. I do not own such a device. I was told by my sales consultant that it could be accessed via computer. I stated that I had tried the on-line link provided by the "Auto Trace"/LoJac email that I had received, but that there was no place to put the *** number provided. I stopped by the dealership on Monday (07/18/2022) about 4:30 P.M. to have them enroll my "Auto Trace"/LoJac account on the computer. Two sales consultants spend 2.5 hours, collectively, so doing. When they had finished, I asked them to demonstrate how to access the account via computer. My sales consultant stated that I would have to use the phone number provided in the brochure, instead. I asked them to demonstrate using the "Auto Trace"/LoJac phone number provided in the brochure. When my sales consultant called the phone number provided in the brochure, he was told that my car was not connected to "Auto Trace"/LoJac. Instead, the "Auto Trace"/LoJac representative transferred him to another department to get a case number to trouble-shoot the matter. At that point, my sales representative stated that I would have to bring the car back to the dealership to have "Auto Trace"/LoJac connected. I stated that I did not choose to do so, because of the above stated three (3) reasons in addition to 4) I cannot access "Auto Trace"/LoJac directly with my phone [and therefore, cannot use it the way it is intended].Business response
07/25/2022
********************,
After reviewing ****************** concerns ******* Subaru would like to refund $300 to cover the Lojack cost. Auto Trace and Lojack are two separate products. At the time of sale the smart phone issue did not come up. With not being able to access the service we fully agree on refunding that portion.
*************************
Executive Manager/******* Subaru
Customer response
07/25/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***********************
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BBB Rating & Accreditation
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.