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:01/11/2024

  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.

  Repairs were done to a vehicle totalling $8650. The issue with the vehicle was not resolved. The mechanics had not checked the catalytic converter which is what I told them I believed the initial issue was. When I called them the next day after picking my vehicle up in hopes of a resolution I was met with hesitancy to accept any responsibility. I was spoken to by a sales person with rudeness, and hung up on when I told them I may need to contact a lawyer if they were not willing to assist me with the issue.

  Business Response

  Date: 15/11/2024

  This customer originally came to us October 9th with a complaint of a smell in the vehicle. Customer explained that they had just purchased the car and were looking to get the issue repaired. The car was dropped off to us to inspect and during the inspection for the smell also turned up other items that required attention and repair. The customer was also informed at that time that the car was flagged on the Subaru Canada system as having a rebuilt or salvage vehicle status. The vehicle was found to major exhaust issues, including *****, loose and leaking joints and perforations causing exhaust smell to come into the car. The go-ahead was given to replace the affected parts, as well as some of the other repairs that were noted on the initial inspection (some suspension bushings and alignment).
  
  Upon completion of the work, the technician noted there was still some leakage at the front of the exhaust system and found more issues with the front Exhaust Pipe Assembly (which includes the catalytic converter).
  
  After repairs were completed and confirmed to be leak free, the customer picked up the car, paid the agreed price and left. Some time later, the customer called the sales department and spoke to a sales manager about wanting to trade/sell the car to them for something different. The customer expected to get, in trade, the amount of money he spent on repairs and was disappointed to find that the car does not have the value in trade that he had spent, also partly due to the fact that the vehicle has rebuilt status of which he was apparently unaware. Perhaps misunderstanding that because one has spent a certain amount on a vehicle in repairs, it does not automatically make that vehicle worth that amount of money. The customer then threatened a lawyer as he feels we scammed him at which point the sales manager ended the conversation.
  
  The service department reached out after this and offered to re-inspect and, if in fact there was still an issue, repair the car further. We are not hiding or running away from this and is not how we operate as a dealership. The customer agreed to drop the car for us to look at again.
  
  Our technician inspected the car again for exhaust leak/smell in the car and could not fault it the exhaust is not leaking. The advisor also drove the car and could not fault a smell INSIDE the car. There IS a smell still outside the car but it is the smell of all the coating, corrosion protection, BRAND NEW catalytic converter burning off. The complete exhaust from front to back has been replaced and will smell for a period of time but is NOT leaking exhaust fumes.
  
  The customer picked up the car again and again called to complain a few days later.The customer did say the smell was only when he opened the windows and we again explained the reason. He had a meter that registers the air in the car and told us it is FINE inside the car and can only smell it when idling with the windows open. At this point he became agitated and accused us of lying and ripping him off, saying he thinks we didnt change what we said we did (clearly if you look under the car, the exhaust is ALL BRAND NEW). The advisor asked him to stop several times while he continued to call her a liar and was excessively rude (saying the advisor had COVID nose and said clearly trying to protect the company) to the point where she gave him the chance to stop, he did not and she hung up on him.
  
  We are not in the business of charging money for repairs that are not completed.We have given the customer the opportunity to bring back the car for further inspect. We of course never want to have to deal with unhappy and upset customers. Nobody does. We feel the customer is experiencing frustration over spending a large amount of money on an older, higher mileage car and now cannot get the same amount of it if he were to sell.

  Thank you.

   

  Customer Answer

  Date: 16/11/2024

   
  Complaint: 22501566
  
  I am rejecting this response because: I believe the vehicle was misdiagnosed, causing me to spend 8650$ that did not address the issue. I believe that there is an engine problem that is causing the fuel to run ***** dumping large amounts of raw fuel into the catalytic converter which in turn causing it to fail or operate incorrectly, and producing toxic emissions. Which will also cause the converter to get red hot, and eventually melt the components of the catalytic converter and destroying the new part. I never once said that there was not a new exhaust I can clearly see it. But everything I have seen online a smell from a new exhaust will last a few 100 kms, I have now drove the car for 1000+ kms and it smells like the day I brought the car to Subaru.I purchased an air quality tester which I have confirmed is accurate and when I accelerate with the windows up I receive high levels of formaldehyde in the cabin of the vehicle and if I idle with the windows down I get dangerous levels of ** and Tvocs. These levels of emissions are very bad for the drivers health. When I was originally contacted by Subaru about the repairs that were extensive, originally they quoted me ****** I specifically said what will it take to make the car SAFE. There reply was 5200$ I was very reluctant because that was over half of what I paid for said vehicle. Not wanting to lose the initial 8000$ investment fully, I agreed to do the repairs. About a week later Subaru contacted me and said it would be another 3500$. If I had known this ahead of time I would have never fixed the vehicle because that amount exceeds the initial cost of the car. I dont believe I was ever rude to ****** ******* or the man from the sales department. Stating I believe I may need to contact a lawyer is not rude its just announcing my position and it was met with anger and termination of the call. As for ****** I have dozens of people that can confirm the car is emitting a very strong smell and she continuously told me she could not smell anything so I stated she is lying or cannot smell. If she was offended that I said maybe she lost her smell during Covid I apologize but that is a legitimate thing that has happened to people I did not mean it to be rude was just trying to figure out why she could not smell the exhaust when so many others, including myself, can.

  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 26/11/2024

  Communicated with customer on Nov 21st stating once again that we are not avoiding this and that we would like the chance to correct the concern. Understanding the inconvenience and the current personal situation of the customer, we have offered a replacement vehicle while the car is in our service department while we confirm. He stated that if it is going "to sit around and be returned in the exact same condition I think Ill pass because it will only cost me time and money" and that was the last we have heard from him. I believe we are being more than reasonable at this point and if the customer chooses not to return, that is his choice.

  Customer Answer

  Date: 26/11/2024

   
  Complaint: 22501566
  
  I am rejecting this response because: I responded immediately to there email. Here is the proof in the attached file. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/12/2024

  Once again, we have reached out (a second email sent to the customer on the 21st of November), offered to investigate further and had a courtesy car put aside and made an appointment on November 29th. There was a response to the affirmative but the customer never showed up. Allowing for a busy situation at home, we have given several extra days with no further communication. We have tried to help clear this up and we can no longer hold a loaner vehicle for the customer indefinitely. We can attach the additional correspondence if required (was previously attached to this file by the customer). At this point, we have offered all we can and can do no more than we have to make it right. 

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 22501566
  
  I am rejecting this response because: I have not received any new emails from Subaru. This is just getting very weird there just lying saying there trying to get ahold of me. My email is *************************** and my phone number is ************. If they truly want to resolve this all they have to do is contact me. BBB knows that I respond immediately to there emails so I think they should assume I would reply to Subaru immediately as well. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 17/12/2024

  We had arranged a loaner car for the customer and made an appointment to inspect the vehicle and third time to try and help resolve this complaint and the customer never showed up. Again, allowing for some hectic times at home we have been flexible. We need some lead time to supply a vehicle but are still open to doing this. There is no lying here and we have been more than receptive to helping correct this.

  Customer Answer

  Date: 17/12/2024

   
  Complaint: 22501566
  
  I am rejecting this response because: This is just getting crazy, I think they believe eventually I will just stop responding to these messages and this will go away. But they have not contacted me at all. It is just a straight up lie. If they had contacted me they would know that I sold the car, so how would I bring it in when I no longer own it? That right there proves they are lying and have not called me or emailed me. Its just really disappointing that this is the extent they will go to remove my complaint from the better business bureau. But I will continue to respond to these messages so that hopefully no one else has to get the treatment I have received from this business. I wish there was a way I could show my email and phone records to prove they have not contacted me. Better yet if they say there trying to contact me lets see a recent email from them with a visible date.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:27/06/2024

  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.

  I took my vehicle in on June 13th with an intermittent issue with the locking of the doors. I indicated that it had started as occasional but was getting increasingly more frequent. After examining the car - I was informed they felt it was my autostart system causing a problem and that for $450 + tax they would disable it to fix the problem. I questioned why that would be the issue as it was installed over 10yrs ago but they could not provide an explanation but said that it would resolve the problem. I picked up my car at about 5pm and by the next morning the lock system was not working again. I called and informed the dealership that they had failed to solve the problem and that after doing some research online this intermittent issue seemed to be a common problem related to low battery in the key itself. I said I did not have time to bring the car back in for over a week - but that I would try changing the battery and let them know if that resolved the issue. Over the next couple of days - the locks continued to work intermittently as they had prior to my bringing it for servicing. After the batteries arrived and I changed both of the keys - I was able to use both of them to lock/unlock the doors without issue for the next week. I called back in to request a refund as it appears that they did not do anything to address the issue that they said was going to be solved for the $450 I was charged. The battery cost only $1 and seemed an obvious solution once I researched the issue. They continue to try to insist that they stand by that they fixed the problem themselves despite my making them aware of the issue immediately the following day. They are trying to say the battery just incidentally failed less than 12hrs after I brought the car in even though the symptoms of intermittent locking remained the same before and after I brought the vehicle to them.

  Business Response

  Date: 28/06/2024

  The dealership is no longer owned by Wolfe Auto as it was sold to the ************* in November of 2022. I have instructed the client to reach out to the Go Auto executive team to try and come to a mutual agreement. 

• Initial Complaint

  Date:22/11/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We booked a used car at Go ****** Langley on September 23. This is a 2016 ****** ********** that was just repossessed. There is a problem with the transmission, ****** promised to repair it before selling it to us. On October 11, we were notified that the car had been repaired. After completing all the purchase procedures and driving it home, the car had a gear shifting problem when going uphill and lost power. We contacted sales that night and sent a video of the problem, and sent the car back to the shop for repair the next day. On 11.9. When we came to the shop, we were told that the car had been replaced with a new transmission (of course, it was also second-hand). It was repaired, but they didn’t have time to test it, so we were advised to take the car back for testing. Many problems occurred during our use, such as: impact and abnormal noise when driving, it takes a few seconds to get power after shifting gears, the key occasionally fails, etc. On November 13, we sent an email to the store describing the fault, suspecting that the transmission had not been repaired, but we never received a reply. On November 15, we contacted the store's service department by phone and made an appointment to have the car repaired again on November 20. Send it back for repair. On November 19, there was a serious problem with the transmission on the road, and the car almost broke down on the road. On November 20, the car could start, but it was locked in forward gear. Even in P and N, the car was still moving forward and making a loud abnormal noise.only drove this car for 11 days after I bought it, but serious problems occurred at least three times from the first hour. We endured tremendous psychological pressure and added a lot of worries. Therefore, after we tried to find a way to return the car to the dealership, we proposed to return the car. Due to word limit, the rest of the content is in the attachment
  

• Initial Complaint

  Date:26/01/2023

  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.

  In 2006 when we purchased our car new from Wolfe Subaru, we purchased a service package that entitled us to a discount on labor for any servicing we had done at this dealership. This month we had work done at the dealership but did not get a discount on labor. We were told that the dealership was sold and now operates under ** ******* ****** and they were not honoring the service package we purchased from Wolfe Subaru. They seemed to know everything else about us.
  Do we have a ligament complaint?

  Customer Answer

  Date: 28/01/2023

  The purchase of the service agreement does not show up on the bill of sale. Unfortunately we can not find any documentation showing this purchase. It was in the computer system at Wolfe Subaru and we have bills from regular service work showing a 10$ misc. credit. When we had our car regular serviced at ** ******* ******, the new owners we did not receive a credit. When we questioned the service attendant we were informed that ** ******* ****** were not honoring the service agreement we purchased from Wolfe Subaru, but that ** ******* ****** had a similar service package that we could check out on line and purchase if we wanted to.

  What is also interesting is that since we still own our **** ******, very few people if any will be running into this mistreatment.

  **** ******Tell us why here...

  Business Response

  Date: 16/02/2023

  I spoke to **** ****** the service manager at ** ****** and explained the situation. Since we have sold the store to ** **** my suggestion was for ** ****** to honor the previous agreement. **** ****** indicated they have a ** **** discount card and that he will reach out to the client to offer this. I left a message with **** ****** to explain as well   Tell us why here...