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:07/09/2025

  Type:Sales and Advertising 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.

  On July 8th I arrived at the Hacks Cross Keras Subaru location to test drive a vehicle I seen online. I was assisted by sales person ***** *******. After completing the test drive I was taken to the sales person office to start the purchase of the vehicle (2011 **** Expedition, black/ camel V8, 2WD, 4DR XLT. Stock # H2511392A) I was informed by the sales person that I was approved and needed to submit my **** of income to finalize the deal. I offered a trade in as part of the agreement which I was told to go and get as well as the other items needed. As I was leaving to get those items the manager (****** ********), whom approved the sale came over to the sales person. I continued on my exit to bring in my items needed. I looked back and seen the manager chatting with the sales person as I left. As I was heading home, several minutes later, I received a call from the sales associate stating that the manager had sold the vehicle from up under me to one of his friends. The sales person stated that this type of racist s*** happens all the time and that there was nothing he could do because it was his manager. I immediately returned to the location to speak with the manager regarding this milious unethical practice of bad business. As I arrived back to the location the sales person stated that the manager had left immediately after this cowardly racist act. A number of employees stated that this is common practice with this manager to assert his abuse of power over them as well as the customers of color. It's unfair as anyone knows that when they obtain authorization to pull your credit, it takes a significant amount of points from your credit report due to the establishment running it through as many different lenders to approve the deal. I spoke with one of the other managers whom along with the sales person stated that I should be here in the morning to speak with ****** ******** about this matter. I agreed and asked for the number to there corporate office as well.

  Business Response

  Date: 07/17/2025

  My  understanding is that the customer is happy and the confusion on the first vehicle being sold to someone else is resolved and understandable.  Mr. **** did purchase another vehicle that met his needs and that our bank had an approval on. I have made additional follow *** with Mr. **** to make sure he is 100 percent happy.
  

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23574408
  
  I am rejecting this response because: I was not satisfied with the outcome nor the way I was treated during this matter by manager ****** ******** as he never apologized for his actions and continues to lie to his colleagues as well as myself about why a manger would undermind one of his own employees of completing there sale. His position at this dealership make his subordinates of color uncomfortable with his racist acts as well as his abuse of power. Causing colored associates to fear for there job and loss sales from his actions. I was offered an apology and assistance from another manger whom presented an option that they chose for me, that did not meet the need I was looking for. I am the customer but nothing was done to protect my rights at this dealership to purchase what I wanted and needed. I guess the saying of, the customer is always right only refers to caucasians. Now, I'm stuck with paying the bill for a vehicle that I didn't choose and doesn't fit the need I was looking for when I entered this dealership. All I received was discrimination, hatred, disrespect, lies, and a monthly bill for a vehicle that doesn't meet the need intended. 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 07/23/2025

  *** Keras Subaru-Hacks Cross takes such allegations very seriously and does not tolerate harassment, discrimination and/or retaliation. We have conducted an internal investigation into the allegation of discrimination and found no evidence to substantiate the claim. Our team worked together with Mr. **** to find a vehicle that would work for him  At the completion of the sale, the customer appeared happy with the purchase. We have also made multiple attempts to reach Mr. **** but he has not returned our call or text messages.
  
  
  

• Initial Complaint

  Date:12/14/2024

  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.

  Hi. My 18 year old daughter and I purchased a 2018 Jeep Cherokee from *** Keras Subaru on July 9, 2024. My daughter only drove the car on the parking lot and not the street. It was only after purchasing aand driving on the street home to ***********, ** she noticed a tapping noise. She called me and I told her to have it checked out and let me know. It was only last week she had it inspected and was told the motor mount was broken and a control arm bearing was bad. I went to *** Keras on Monday 12/8 and spoke with a sales manager and he told me the purchase was as is. I understand as is purchases. However, we were never advised the motor mounts were bad and given a choice to purchase as is knowing that fact. Instead, The sales person lead us to believe it was a nice trade in and had been checked out and serviced. These repairs are estimated at over $2,000. I was hoping to handle this through the BBB before I contact the the previous owner and seek litigation against *** Keras.

  Business Response

  Date: 02/03/2025

  This vehicle was sold on 7-9-24 and on 12-8  we were notified by the customer of the worn motor mounts.  Motor mounts are a wear and tear item and this isn't a danger to the consumer.  We sold the car "as is" and made no promises of 7 year old vehicle being perfect.  Wtih a ****** miles at delivery there is no such thing as a perfect vehicle.  The gap between the request for repair is 5 months is a large gap.

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22686666
  
  I am rejecting this response because:

  my daughter is 18 years old. She is not a mechanic. She works and goes to school. Its nothing I could have done until I was made aware. The dealership knew about the control arms because the previous tires must have been worn out from not holding an alignment. They put new tires on the vehicle in effort to hide the problem. Faulty bushings in the control arms put the vehicle at risk affecting steering. They sold us a vehicle thats dangerous to drive while the salesperson said the vehicle was sound and had been checked out. Sold as is is NOT hoping the customer doesnt find the problem, but disclosing the problems and letting them know it wont be repaired. Then it becomes our choice to buy or not. We were misled by the salesperson. 
  
  Sincerely,
  
  ******* *******