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:02/24/2025

  Type:Order 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.

  Please see the attachments for complete detail of my complaint.

• Initial Complaint

  Date:10/18/2024

  Type:Product 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.

   
  Complaint: 22442790
  
  I am rejecting this response because: The notion that a pre-inspection was done and honestly reported is laughable. I want to reiterate that during my second drive, the vehicle overheated, and on the third drive, the engine light came on. An inspection by *************** revealed four critical issues that should have been addressed during the pre-sale service:
  
  Radiator Replacement: $1,986.64
  Thermostat Replacement: $1,199.24
  Tire Replacement: $1,066.00
  Tire Pressure Sensor Replacement: $587.00

  What's worse is that the tires had already been communicated to me as replaced. I have effectively been sold a car with multiple faults and then told in no uncertain terms that they don't care at all. As for the warranty, it was ~30% of the cost of the car, it is completely unreasonable as an add on, this is such an incredibly poor and dishonest way of doing business. I want compensation.
  
  Sincerely,
  Dr ******
  ***** ******

  ssure Sensor Replacement: $587.00 Dealership's Response: The dealership refused any mediation, appearing to have cleared codes without addressing underlying problems.Request for Resolution: I request that Premier Subaru take responsibility for their failure to properly service and inspect the vehicle and reimburse me for repair costs, as well as compensate me for inconvenience and distress caused by their negligence.Supporting Documentation: I have the inspection report from *************** and part transcribed conversation (complete communication, and recording on request) with the dealer (Ming) confirming that the tires were supposedly replaced during the pre-sale service.

  Business Response

  Date: 10/30/2024

  Hi ******,

  
  Mr. ****** purchased a used car from us that was pre-inspected and all visible failures were repaired prior to sale. While we do pre-inspections, there can be unforeseen problems that cannot be known or inspected prior to sale unless it was active or present during the inspection and road test process.  I have a copy of the invoice from the inspection attached.  We did offer an extended warranty to the customer, I attached a copy of the extended warranty that was offered to Mr. ****** but was declined by him. Regarding the check engine light coming on, if it was on or cleared at the time during our inspection, we would not have been able to smog the vehicle.  I attached a snippet from a 3rd party website with further explanation on how this system works.  The direct link is, *******************************************************************************************************************************************************'t%20make%20it%20pass.  When we inspected the tires, they were at 5/32" and 7/32" which would indicate the tires were not worn out.  We replaced the spare tire due to age.  

  Business Response

  Date: 11/09/2024

  Again, I have to stick with the facts stated in the previous response related to the vehicle not having those problems at the time of inspection and the check engine light not being on or we wouldn't have been able to smog it.  I understand this is an unfortunate situation but there is risk when buying a used car as there's only so much that can be seen and found during the inspection.  Again, it was the spare tire that was replaced, not the regular tires.  This information is stated in the used car inspection invoice.  Yes, an extended warranty on a 10 year old ******** is expensive due to the high likely hood that it will have breakdowns in the future.  I stand by the facts that we fixed the problem that were present at the time of inspection and the vehicle passed smog. 

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22442790
  
  I am rejecting this response because:

  I specifically asked for the inspection invoice from the dealer (Ming) and was never provided with it. How was I supposed to know that only the spare tire had been replaced, when Ming explicitly told me all four tires were new? The facts are clear: this car was sold to me under false pretences. Now that everything has been repaired, it works perfectly, but it's hard to believe that two major issues occurred immediately after leaving the dealership by mere coincidence. This reeks of dishonesty, and at this point, they should compensate me for these blatantly deceptive practices.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:08/26/2024

  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 bought a car on 7/20/2022 Two weeks after purchasing the car It Started having problems. They wouldnt take it back. Then Im told after purchasing the car that it had an engine replacement. Which they didnt tell me about before purchasing the car. Now its currently in the shop having the engine replaced once again.

  Business Response

  Date: 09/13/2024

  Hi, this vehicle is currently in for service but is not getting the engine replaced.  I'm unsure of what happened in 2022.  Please let me know if you have any further questions.

• Initial Complaint

  Date:12/17/2023

  Type:Customer Service 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.

   
  Complaint: 21018113
  
  I am rejecting this response because the response is just more "double-speak" that I have encountered with Subaru for the last year, and to which contributes to me having to take my time which I shouldn't have to do.  I have 1) personally mailed into the dealership (Fremont was among them) samples of the multi mailers.  I'm now being told my address does not appear in their database.  So, I'm sending the attached to show a tiny fraction of the Subaru mailers from Fremont alone; there are more that I didn't even include.  So, if Subaru Fremont isn't generating, maybe it's ***** and his disciples who are doing so.  The bottom line, is take responsibility for the failure to fix it when I first brought it up.   You shouldn't be bombarding residents with paper mail when you can market virtually with this thing we now call the Internet.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/11/2024

  Thank you for bringing this consumer's concerns to our attention. Although this particular consumer is not in our database, we did request that this address be removed from future communications from our dealership. This may take a few days to process, but should the consumer continue to receive such mailings from Premier Subaru of Fremont (we do not have any control over the other dealerships listed), they should feel free to email ******************************************** for further assistance.

   

• Initial Complaint

  Date:11/22/2023

  Type:Product 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.

   
  Complaint: 20904272
  
  I am rejecting this response because: 

  My Subaru was not having any issues prior to being told there was an oil leak that required over $3,000 in repairs. I have kept all my records and the car has never had issues prior to this repair. After spending 2 weeks in the shop and shoveling out the money, my car wouldn't start when I was trying to leave town for the holidays. I opened the hood and saw a completely corroded battery. The dealership provided me with a printout that stated everything was "in the green", including my battery. 

  To have the service department look at these pictures and video and to say their best technician worked on my car, yet they are able to visibly diagnose a corroded battery from these pictures proves they neglected to maintain this vehicle. This is completely unacceptable coming from a Subaru dealership. Even after replacing the battery, my car does not start the same and is not reliable. 

  The service department offered to reimburse me the military discount ($250) and the 3% credit card fee ($90). This barely scratches the surface. I want to be reimbursed the full amount since my car is not working properly and I was required to take it to another shop over the holiday weekend. The total amount I was charged was $3,165.46 and the new battery that I was required to buy was $545.29. I'd like to be reimbursed for that as well (total of $3,710.75).

  
  It's pretty disheartening to think customers have to check under the hood prior to driving off the lot to ensure the technicians did their job. Instead of taking accountability, the dealership is making excuses. Subaru failed to provide the services that they promised and that I paid for. 

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

  - I was forced to use my credit card and pay the $90 fee. My car was running when I picked it up so I didn't notice until a couple days later when I went to start it that it was making a strange noise. On 21Nov2023, I went to start my car to leave town for the holidays and my car wouldn't start at all. I popped open the hood and was frustrated to say the least. I attached a picture. After having my car for almost 2 weeks and charging me an entire paycheck for repairs, it's in worse condition than before. I'd like a refund for the services and the 3% surcharge for having to use my credit card. Additionally, I'd like to file a formal complaint towards this business. This is completely unacceptable coming from a Subaru dealership.

  Business Response

  Date: 11/28/2023

  Hi ******,

  Here's a copy of a text I just sent to the customer to resolve their issue.

  "Hi ******, this is *********************** from Premier Subaru of Fremont. I received a letter from the BBB regarding your last visit. I'd like to get you a refund for the $250.00 discount that wasn't applied. You should have my info on the thank you letter in your invoice and from previous text messages, had you reached out I would of offered the refund. I'd also be happy to charge your debit card and then refund the credit card so you can avoid the 3% fee. Please feel free to reach out to discuss further. I'll be here for a few more minutes and back in tomorrow."

  Regarding the declined financing, that's through a 3rd party company called ****** and we don't make the rules or decisions on who gets approved.  

  Regarding Picture of the dirty engine, that's her battery and not the engine oil leak.  The leak was on the bottom of the engine and has been fixed by one of my best techs.

  Please let me know if I missed anything, feel free to call or email me.

  Thank you,

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

  Parts and Service Director

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

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

  Business Response

  Date: 12/09/2023

  While I understand this is a frustrating situation, please understand that the vehicle started normal while it was here.  There's some corrosion on the batter holder but none on the terminals which is where it could cause an issue with starting.  It seems like it's just bad timing on when your battery went bad.  We performed the recommended repairs to correct an engine oil leak, the battery issue is seperate from what we did.  No other compensation will be offered at this time. 

  Customer Answer

  Date: 12/09/2023

   
  Complaint: 20904272
  
  I am rejecting this response because:

  I have documentation that the car was in drivable condition when I picked it up. That was not the case. To see from a picture and be able to diagnose corrosion along the battery terminal after it was in your shop for two weeks and not say anything is neglect on the service department's part. 

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

• Initial Complaint

  Date:07/07/2023

  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 May 4, 2023, I received a quote from a car dealership to order a new car from the factory (JPG attached). This included a dealer discount. The dealer informed me that I needed to leave a check with them as a deposit for the order. On May 6, I gave said check to the salesperson to order the car. He said that an arrival date could not be immediately determined, but it would be in July and that he would contact me with an exact date in about one month. When I had not heard back after one month, I texted him and he told me that he was no longer working at the dealership. On June 15 I called the dealership and found out that the car had never been ordered. The next day I went to the dealership in person and talked with the floor manager. He said that the salesperson had not been authorized to provide the dealer discount that he had quoted me. He added that he had instructed the salesperson to call me up to discuss this, which never happened. He then provided a new quote (PDF attached), which is an increase of more than $1,200 over the original quote, primarily because he reduced the dealer discount by $500 and because I no longer had the ability to order a 2023 model (the **** model price increased even though the car is exactly the same). I find this experience to be highly unprofessional on multiple accounts. If the salesperson was not authorized to give me that quote, then he should not have done so. I should never have been led to believe that a car was on order for over one month without anyone contacting me. Management also failed. If the salesperson was instructed to call me in order to explain the situation, then it is the management responsibility to make sure that happened. No one called. No one told me anything, even the glaring fact that the car was never even ordered.

  Business Response

  Date: 07/17/2023

  To my knowledge the sales person dealing with the customer offered a discount that was not approved by management. The sales person was told to contact customer to let them know that the vehicle has not been ordered due to price not accepted. The customer's check was not deposited due to the deal not being accepted. Unfortunately, the sales person did not follow up and has since resigned from Premier Subaru of Fremont. To help resolve we this issue, Premier Subaru of Fremont is willing to give the customer the $2,500 discount on a new order but has no control over the increase in MSRP on the new **** model versus the 2023 model as we no longer can order the 2023 model.

• Initial Complaint

  Date:04/10/2023

  Type:Sales and Advertising 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.

  On March 26, 2023, I went to The Premier Subaru of Fremont to purchase a vehicle. I was already preapproved for the vehicle through global lending services. I went to the dealership I test drove the vehicle and then decided to proceed with the purchase of this vehicle. I had already told the sales representative that I had a preapproval and when I begun my application I mentioned it again. I completed the application, and they ran my credit without my preapproval came back and said I was denied for any loans. I asked multiple times how that was possible and showed the sales rep my preapproval twice. My boyfriend spoke with them over the phone mentioned we would be filing a complaint and they were able to suddenly find my preapproval. They ran my credit and I would like any inquiries associated with this false credit inquiry removed from my credit.