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:04/13/2024

  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.

  Leased 2023 Ascent in June 2023. A week later my back up camera malfunctioned. Sent Subaru city videos, photos and took it in. They said they couldnt replicate the is*** and even though they have video proof they were still going to say nothing is wrong. I yelled at them to take it back. They begged me to give them another chance to look more into it. They fixed it. Feb. 22, *********************************************** a vehicle in oncoming traffic lane and a vehicle behind me when my car slammed on its own breaks saying an object was in front of me nearly causing an accident. Brought in to Subaru city. They said nothing was wrong with the car. I told the ** I wanted copies of the photos and data my vehicle took when it happened. He told me to get them subpoenaed. When I read the work order they lied and said that I was following too closely to an object, I had applied the break myself and the car had to activate the breaks more to save me. I told the ** either his employees are lying or they are interpreting the situation to be what they want it to be. He said his employees dont lie or interpret. The next day the service manager said it was in fact an interpretation. March 11, *************************************************** when there wasnt anything there. I called the service manager. He rode in my car with me and had the computer connected for readings. He told me to just disable the safety feature and he will be in contact with Subaru. He ended up picking up my car for more testing. He said he was expecting Subaru to swap out the computer. He called several days later saying Subaru says there is nothing wrong with my car. March 30, 2024, on a clear day my safety system disabled itself while driving. Called service manager, he picked up my car. They are still saying there is nothing wrong, they will do nothing for me, the ** will not buy the car back, told me to *** them for lemon law or trade it in and take a hit on any negative equity.

  Business Response

  Date: 04/13/2024

  We have verified the customer's concern with the vehicle and ********************** has had an engineer here to diagnose the concern. Subaru of America diagnosed that the vehicle is operating as designed. 

  Customer Answer

  Date: 04/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Obviously my car has malfunctioned numerous times and is unsafe. Their  statement means they are admitting to intentionally designing my car to malfunction and be unsafe.   If they did not intentionally design my car to malfunction and be unsafe then my vehicle is not working as designed.  
  
  Regards,
  
  ***********************************

  Business Response

  Date: 04/18/2024

  We are stating that Subaru of America had their field service engineer diagnose her car as operating as designed and that it is safe. 

  Customer Answer

  Date: 04/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

  That is a lie, the vehicle slammed on its own breaks for absolutely no reason at all almost causing a horrific accident, it has continuously detected objects in front of me when there is nothing there and it has shut off its safety systems in the middle of driving it.  They even tried to lie and say it was my fault and the vehicle had to save me when in fact the vehicle could have killed me.  They refuse to release any pictures or data showing proof because they are well aware the pictures and data will expose the danger the vehicle put in me.  They refuse to admit anything or accept responsibility for a vehicle that is clearly defective.  

  
  Regards,
  
  ***********************************

  Business Response

  Date: 04/26/2024

  We at Subaru City of Milwaukee have documented *******'s claims and worked with Subaru of America to diagnose her complaints. Since the diagnosis doesn't seem to be acceptable the only recommendation we have is for ******* to file a lemon law claim with Subaru of America. This has to be initiated by the consumer not us and  I have attached the lemon law instructions and forms that are provided on the Wisconsin DOT website.

• Initial Complaint

  Date:03/25/2024

  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.

  Schlossmann Subaru will not provide me with an accurate Rental Agreement for the loaner vehicle I used from 1/17/24 to 1/25/24, while my vehicle was at Schlossmanns for repairs.As you can see from the attached documents, their record keeping is atrocious.I asked for corrected agreements and they have refused to provide. ******************************* emailed the attached letter but it is undated and not signed. I appreciate somewhat the effort, but it entirely insufficient.On paper, I am responsible for two brand new vehicles that I returned. As far as I can tell, the rental agreements are legal documents. If one or both vehicles are damaged by a subsequent renter, or stolen off the lot, etc., and Schlossmanns hackneyed record keeping indicates that I am the most recent renter, they could potentially claim that I am am responsible.I would like your assistance in this matter. I would simply like a corrected agreement or an official, properly written letter (on official letterhead, dated, and signed.

  Business Response

  Date: 04/10/2024

  We are happy to provide the document. if this is not acceptable to ***** he can send me his release and I'll be happy to sign that as well.

  Customer Answer

  Date: 04/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  While I appreciate the letter, it is entirely inadequate. It is not properly addressed or dated. Please correct the original loaner documents with the correct information, fill out/complete all relevant fields, and include signatures where appropriate.
  
  Kind Regards,
  
  ***************************

  Business Response

  Date: 04/18/2024

  We voided the no charge loaner agreement months ago because of the error. We provided a screen shot of the voided agreement and we are not able to print and duplicate the voided agreement. We have never stated the vehicle was damaged and we have never tried to collect anything from ***** and we have no intention of trying to collect anything now or in the future from this no charge loaner. 

• Initial Complaint

  Date:09/28/2023

  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.

  My husband and I bought a car, a 2015 Subaru Outback on August 28, 2021. Around December 20, 2021, I brought my car in because it was having issues. At that time, the dealership informed me that my car had a hairline fracture on the head gasket. They told me that they were not able to fix it because it was not damaged enough. I didn't understand this, but I trusted their mechanics since they have been trained and educated about my car and are the professionals. However, I was very confused why this wasn't fixed since it was supposed to be covered under the warranty and extended warranty that I had purchased, but I still took their word and wrongfully believed them when they told me that a fractured gasket was no big deal. Now, they are telling me that the head gasket is seeping and isn't a leak, but it must be repaired. I feel they waited on purpose to ensure that my warranty was expired, and now they want to charge me at least $2000 or more even though this should have been fixed the first time I brought to their attention. This is shady business practice. I expect them to make things right and properly repair the head gasket that should have been replaced while still under warranty, We expect Subaru to honor the warranty they sold us and to fix the head-gasket at zero cost to us since we first notified them of this problem within the legal timeframe.

  Business Response

  Date: 09/29/2023

  Our records indicate January 2022 was the last time your vehicle was here. We have no issue with working with you for a resolution. please contact me at ************.

  Thank you,

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

  General Manager

   

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 own a 2015 Subaru Forester and the windshield developed a spontaneous crack on the edge of the passenger side which has expanded to the driver side now. I went to this dealer (where I purchased it new) and my information and pictures were taken. I returned multiple times and multiple phone calls without return and was given the run around except for 1 employee who told me the information was never submitted. The last time I went there, I was told there entire database changed and they no longer had my information and my warranty was expired. I wrote to Subaru and was told they won't do anything for me. There have been class action lawsuits for the 2015 windshields on other models and I have seen online forums of people reporting the same problem with Foresters. I want the windshield replaced or explained exactly how my windshield is different from the ones recalled. I have also reported this to the ******

  Business Response

  Date: 10/10/2022

  I apologize for any inconvenience with communication at Subaru city. Your Forester's new car warranty has been expired for over 4 years but we did submit your claim to Subaru of ******* for review and they informed ** that they could not offer any good will assistance. We can offer a discount on the repair and if you would like to proceed you can call me directly.

  Sincerely,

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

  General Manager

  Customer Answer

  Date: 10/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am not asking about my warranty. There is known defects with these eyesight windshields. I would like to know why my Forester windshield is not included in the recalls and the Legacy and Outback are included. Are Forester windshields different? This crack originated on the edge of the passenger side windshield and was non-provoked. I would qualify for the extended warranty that was offered
  
  Regards,
  
  *********************