ComplaintsforSubaru of Morgantown

• Initial Complaint

  03/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased a vehicle from this dealership in January of 2022. I bought an extended warranty at that time. Approximately a month and a half ago, I needed warranty repairs on the vehicle. ****** from the service department told me they didn't want to work on the vehicle because it wasn't a Subaru and that he would reach out to the warranty company and let them know. Almost a month later, that still hadn't been done. I called the warranty company and they told me they hadn't heard from anyone at the Subaru dealer. I tried to call back to speak with ******, who I was told would return my call, I called several times and finally was told he actually wasn't there that day and there was no one else to talk to but him. I left a message on what the warranty company needed from ****** but still never got a return call. About 2 days later, called again 2 times and still have no resolution to this issue and what needs to be done by this dealership has never been done. The car that needed repaired has incurred further damage as it has never been able to be repaired in the first place. This is terrible customer service and terrible follow through on a process that should have taken literal minutes to complete.

  Customer response

  04/09/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Subaru of Morgantown regarding complaint ID ********. I also reached out via email and still got no response.
  
  Regards,
  ***** ********

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My mom bought a car there over a month ago and cannot get a call back from her sales man. She has we owe paperwork that needs taken care of. Do we just need to get a lawyer? Terrible first impression when we can’t even get what is owed to her from the time of purchase. Josh ****** is his name. Subaru of Morgantown Hi Nathan, can you please verify the best number to reach either you or your mother? You sent ************ Subaru of Morgantown Thank you! When is best to call today? You sent you can try any time she starts work at 9 but she will try to answer. She has been trying to call him for weeks. Subaru of Morgantown Subaru of Morgantown Okay, I will forward this to the sales manager as well and he will be in touch with her this morning. Mon 9:27 AM You sent Well nothing has been fixed yet. Jopsh ****** told her to drive down there on a Saturday that she had an apptointment at 8 am. Well the service department doesnt even open until 8:30. The guy who does keys wasnt even there that day and she wasnt even on their list to be seen that day. What is up with all the lies. We have a we owe which is a legal binding contract and it is being played with by your salesman. he made the sale and now gives two shits about his customer. Now she has wasted fuel to drive there based on a lie from Josh. How does he have a job treating people like this. She talked to a Charlie ******* who was not happy at all and wants to make this right because she has it all doicumented what this salesman is doing to her. I bought a 100k truck a few years ago and to this day my salesman takes care of me. If I need something he is my point of contact and takes very good care of me years later. This guy just plays around with my mom and its been a month. If this isnt taken care of soon a lawyer will be in contact because we both know the we owe you is a legal binding contract between a dealership and a buyer. This is getting out of hand.

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the 2019 ********* Equinox from Subaru of Morgantown on Monday, September 12th, 2022. The saleswoman's name was Savanah *****. She was great during the whole process. I drove my car home to ******** County, WV and drove it again Tuesday, September 13th, 2022 to my job in ******, WV. On my way to work, I noticed that when I engaged the brakes fully, the vehicle would make a "metal on metal" sound. When I arrived at work, I looked at each wheel. Upon looking at each tire, the front two rotors showed significant wear patterns in them. I reached out to Savanah via text and asked her about the inspection done on the vehicle and that I had concerns about the rotors and brakes on my car due to a noise when I would brake. She responded on Wednesday, September 13th, 2022 and told me to bring it in that "they didn't believe in selling cars like that." I made an appointment with Sarah ********, Subaru Service Advisor, for the following day, Thursday, September 14th, 2022. I arrived at the appointment, and they took my vehicle back. She returned to let me know that the front rotors were in fact warped, and they were replacing them that day. I asked about the sound and the brakes and was told that the brakes were still a "10" and practically brand new. (See Attached paper for rest of complaint!

  Business response

  11/21/2022

  To whom it may concern, 
    This customer has been reached out to for  scheduleing an appointment here with us at our dealership. Date of appointment was 11/7/22. Appointment has been completed and per customers request rear brake pads have been replaced at no charge to the customer. All complaints have been addressed and customer vehicle is working as designed. 

  ****** ** ******** | Service Manager | Subaru of Morgantown

*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. ↩