ComplaintsforWilde Subaru

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In March 2022 I took my Subaru in to Wilde Subaru to have the transmission fixed under warranty. A few weeks after it was fixed I noticed it was leaking out a lot of fluids so I brought it back in. The technician told me that it was from before it was fixed and that they cleaned it up and it was good to go. Even at that point in time that didnt seem quite right to me. In August 2022 on a road trip my family got stuck in ************** due to the transmission being repaired incorrectly so we had to have it fixed again. Thankfully we were near a different Subaru dealership/shop on our trip that I was able to bring it into. They were able to fix it and they confirmed that the issue was due to it being fixed incorrectly at Wilde Subaru. I have a video that the technician at the ************** Subaru shop took explaining this- I would be happy to provide this video. Since returning from that trip I have been in contact with Wilde Subaru attempting to get the money back. They told us that we would be reimbursed since this was their fault and that it would take a little while for it to be approved. It has now been 7 months and when ever I reach out for an update I am either ignored or given a generic response such as we are looking into it with no additional follow up.

  Business response

  03/06/2023

  The original refund request was processed in August. We transitioned ownership in September of 2022. I contacted the original owners and they have finished processing the refund and the check will be in the mail today, Monday March 6th. If you do not receive it in a timely manner, please contact me ***********************, General Manager at ************. Thank you and we apologize for the delay.

   

   

   

   

  Customer response

  03/08/2023

  [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,
  
  *******************************
  

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a used Lexus at Wilde Subaru, & was informed by Valvoline employees at the ******** location on Grandview that that a s**** was stripped, and my oil could not be changed for liability reasons. The Lexus dealership declared my vehicle unsafe to drive, and gave me a loaner. Called the dealership that sold me my car, and informed them. ***** made the necessary repairs; when I took the invoice into the Subaru dealer, a Sales Manager (*****) told me I should have challenged what the ************* Manager (***) told me was needed to fix my car. I am being offered $250 as a check, or $400 something as store credit which I do not want, or believe is fair to me. I was sold an unsafe car, and did not trust the dealership I bought it from to do the necessary repairs, this was reinforced by ***** telling me these screws can be rethreaded, which is not always the case, and verified by ***** saying they would have done that had it been feasible. Previously the other dealership drilled holes in my trunk without my permission when a s**** was stripped inside my license plate hardware; *** in the service department has been exceptional, but I was not well treated by others, and do not feel I should have to pay for these repairs myself. All vehicles sold need to have a functional s**** in the oil pan, I am under no obligation to take my car to a dealership that has cut corners with my vehicle in the past, and told me my trunk was made out of glass (!!) which is not true. I purchased a vehicle in good faith; never imagining that this would be an issue. I am requesting that I be reimbursed the full $771.10 for the repairs that were needed to restore my vehicle to its current safe driving condition. Thank you for giving this matter your time, and consideration. Scary to think of what could have happened had I hit a bump, or pothole while driving with a stripped s**** Could have been a life ending event.

  Business response

  11/10/2022

  **************** bought her vehicle August 4th, 2022. Until she brought this concern to our attention, we have had no concerns brought to our attention about any oil leaks from her vehicle. If an oil pan drain plug was stripped, there is a high probability that you would see some oil on your driveway since it wouldn't seal 100%. **************** stated to ***, our Service Manager, she didn't have any leaks until she brought her vehicle to Valvoline. There is a very good chance that the Valvoline employee could have stripped the drain plug while preforming work as well. She then brought the vehicle to ***** and performed the repair without ever letting us inspect her vehicle. Even though her vehicle was at 2 different locations, we still offered good will assistance since she purchased the vehicle from us 3 months ago. Our technicians use torque wrenches when performing oil changes to prevent something like this. The technician who inspected her vehicle for sale, is a master asc certified technician who has worked with us for over 30 years. We strongly feel that we did not strip the drain plug, but we value our relationship with **************** and will reimburse her for the repair. *** will contact her to handle.

   

  Customer response

  11/15/2022

  [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,
  
  ***************************
  

• Initial Complaint

  02/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a certified used Subaru Forester from Wilde and was told: 1 - it was a leased vehicle by one individual 2 - there were no service records, but that meant it just wasn't serviced at Subaru 3 - it had a clean CarFax report .I have since discovered the windshield was replaced and it appears to have had right front end damage. I believe Wilde Subaru should have noted this during the certification process. How/why was this missed? I want to know the true history of the vehicle I am driving my family in.

  Business response

  02/10/2022

  I am assuming the vehicle in question is the 2017 Subaru Forester purchased on 7/24/2020. When you purchase a certified pre owned vehicle, we have a process we follow including an inspection, a Carfax, and copies of all paperwork given to the new owner. Attached please find the Carfax, the window disclosure, and the Subaru certified inspection, all of which has Mr. and *************************** signatures. The window disclosure is clearly marked the vehicle was a previous lease, the Carfax clearly shows the vehicle was a lease and has no mention of any accidents or windshield replacements. This vehicle has not been in our service department since it was purchased in 2020 and we are unaware of any damage. We are very transparent and do our due diligence to provide any new owners any and all information we can reasonable attain. If you have any further questions, please feel free to call me at ************. Thank you for the opportunity to help.

   

  Customer response

  02/10/2022

  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.
  
  Despite the absolutely expected lack of responsibility by Wilde to document a replaced windshield and possible front end damage,  I still request to know the history of the vehicle.  I have taken the car for service at authorized Subaru dealers for work since purchasing it - brakes, battery, and transmission fluid change per the owners manual.  Wilde absolutely failed to disclose damage.  I want confirmation that only one owner leased this vehicle.  I want confirmation that there are no previous service records as I was told by the salesman. 
  

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

*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. ↩