ComplaintsforShingle Springs Subaru

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our 2022 Subaru Ascent into the dealership in November 2023 for an oil change. It has had an oil leak 6 times now since that visit. Our car has never been serviced by anyone other than Shingle Springs Subaru and we have an extended warranty. Someone created a problem at the dealership that apparently cannot be fixed. They attempt to fix the problem and tell me the service manager has verified everything is fixed but each time, we get a new oil leak within a week or two. We have a new leak as of the writing of this report and I don't know what else to do. The dealership is incapable of fixing the issue. I need some resolution to this. Replace the engine if they striped out the oil filter or buy us out of our car. This is ridiculous. We just want our car to work the way it is supposed to when you buy an extended warranty in a 2 year old car.

  Business response

  02/28/2024

   
  We have been working with the Armstrongs for a couple of weeks now and have rectified their leaking issue.  ******* pan seal was defective and created the leak.  The leak is now fixed and our customer is taken care of.  Thanks.
   
  *****************************
  Executive Manager

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a brand new Subaru ascent 2021 I believe in December 2022. Within three months I needed the axles replaced had to borrow a rental car from them for approximately two weeks. shortly after that my check engine light would not go off my car was in the shop for at least three weeks trying to figure out the problem. They told me it was a mechanism in the headlights. I had a rental car for about two weeks through them at that time. Shortly after that my car started making a weird clunking noise. I took it in for an oil change and they told me that my boot was broken and all the oil was out of it. I then had to get another rental car that did not fit my family And had that car for about three weeks. My car was ready on a Wednesday they didnt call me till the following Monday to tell me my car was ready. Meanwhile I have been in contact with Subaru of America stating to them all the difficulty Ive been having with the dealership in my car possibly being a lemon. I filed a claim with Subaru of America back in September. I got one phone call back and one email from an advocate over at Subaru of America tried to contact him back numerous times never got a phone call back or email. I called back in October got a hold of a senior advocate named ****. I talk to him on the phone one time he told me that this should be resolved in the next week it has been a month and I still have not been able to get a hold of him. Ive been emailing him every day calling him every day with no answers. Ive been trying to talk to somebody over at the dealership to get this moving faster and still have had no reply.

  Business response

  04/18/2023

  Thank you for calling, as I have no record of the BBB trying to contact me at all regarding this customers issues.  I need more info from the client, there is no information in our management system that has her name or phone number tied to any work performed here.  The vehicle may be under a spouses name?  Need to verify so that I can pull the proper information about her service visits.  I do not doubt she has been here, just cannot find her in our system.  A VIN is always easy to pull in the system or another name that the car may be under in the system.  Let me know if your team can gather that info and I will investigate as soon as possible.  Thanks again for the heads up.

   

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

  Executive Manager

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