ComplaintsforGroove Subaru

• Initial Complaint

  03/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had purchased a 2019 Crosstrek on 08/02/2023. I filled out all paperwork given to me by ********** the same day, and left with the vehicle. I was told the cost was covering total cost of vehicle, title transfer, and registration. *** informed me they would be letting me know when the title was sent to my local *** (I am a ** resident and need to register my car in **) within a couple weeks so I could register my car. On 08/14/2023 I received a call from Mai stating they missed some paperwork and needed me to fill it out in order for them to complete the send to the **** She also informed me I would be paying a registration fee again (that was supposed to be in buying cost) in order to register it in **. That day I scanned in the docs and emailed them back to Mai. She responded saying this would work. I called the *** weekly to see when they received my title, and they never did. I had emailed and left vms for Mai in the beginning of Sept informing her I still am unable to register my car and was wondering what needs to happen (my temp plate was about to expire). I never received any response back from her. I called the dealership multiple times and would always get forwarded to a vm. On 10/04/2023 I was finally forwarded to someone that was available and they told me that (again) I was missing paperwork for the registration to be complete. I was given an ext on my temporary plate from ************************* (exp 12/01/2023) and was told that after they contact the ***********, I should be able to register my car within a couple weeks.I was still unable to register my vehicle by Dec. The *** stated they had never received a title. I called/emailed Groove multiple times and got no answers. I was told via phone in Feb that the bank has my title. My bank has no information on my title. I have now called and emailed Mai, *******, *****, and ****** for months with no information on my title. I am still unable to register my car after 7 months and cannot get another temp plate.

  

  Business response

  03/26/2024

  From our Title Dept:

  On our end, the transaction is completed. We spoke with the ********* DMV and confirmed that the responsibility for the transaction lies with the customer. The title application was not signed and the customer needs to sign it in person at the DMV.

  Additionally, there was a $192.66 deficit in taxes that was not collected at the time of sale. We spoke with the customer in December and informed her that she needs to sign the title application and pay the outstanding taxes to get her vehicle registered and her plates.  After that conversation it was assumed that she would do so promptly.   
  

• Initial Complaint

  12/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a 2014 ****** Corolla LE at Groove Subaru on Nov 11, 2023. They said they would take care of title and registration but until today I still have not received anything yet. I called DMV Title and ************************ and gave them my VIN number, but they told me they have not received anything from Groove Subaru for my car. The agent at DMV told me to reach out to Groove Subaru to find out when exactly they sent my title and registration paperwork.I tried to call Groove Subaru and talked to sales but they said they do not have information about it and forwarded me to finance manager but they did not pick up the phone. I am really annoyed with the way Groove Subaru works. I want them to contact me and let me know what have they done with my registration because it's been over 6 weeks since I purchased the car and I have yet to see anything. They only blame it to DMV but I know DMV won't take this long if I am taking care of the registration myself.

  

  Business response

  12/28/2023

  Thank you for reaching out to us via BBB.  We do apologize we could not resolve via a phone call, email or text.  Did you reach out to your Sales Guide?  

  We do show that we sent all paperwork to El Paso County the day after Christmas on the 26th.  Sorry about the delay during the busy Holiday season.  Our records indicate you purchased on November 11th and your temporary registration expires sometime early January around the 10th.  Looks like you will be able to register once El Paso County processes paperwork.

  I can also be reached at ***************************************** ***************************** General Manager

  Customer response

  12/28/2023

   
  Complaint: 21062044
  
  I am rejecting this response because: I do not understand the reason why it has to take over a month before you guys sent the paperwork to DMV.

  The last time I called Groove Subaru and talked to an agent, he said you guys sent paperwork 8 days after purchase and then said it must be DMV who is taking too long to process paperwork.   Turns out that is not the case! This is just unacceptable.   It is not because of busy holiday season because I purchased the car before Thanksgiving and if you guys sent paperwork right away, then I would have already received my title and registration.   

  Now, I  won't be able to receive my title and license plate before my temp plate expires!

  What are you going to do about this?

  Customer response

  01/10/2024

  I have not yet received my title but the dealership said the title is active and I need to go to DMV to register my car.

  

  Business response

  01/25/2024

  Thank you for your business.  We appreciate you and your patience.  Your title work was sent to El Paso County on 12/26/23 by our Title Dept.  We suggest you go into your local motor vehicle and register your vehicle and receive title.  Let us know if there is anything else we can do to serve you.  Again, thank you for being a Groove customer.

  Customer response

  01/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Halim ********

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought a car from Groove Subaru in May. We are fine with the overall purchase. When we paid for it, we paid Groove for tax, title and license which they then paid to La Plata County where we live. When we picked up the plates, it turns out that we overpaid by $267 which the county would not return to us since Groove sent the check and paperwork, but the county sent a refund to Groove which they would/should then return to us. This was on July 5th, 2023. I wrote to Groove and let them know that they would be getting the $267 refund, which is really ours, and that I would appreciate them sending us the difference ASAP. This was over two months ago! I have emailed back and forth with them reminding them, but they refuse to refund us our money. It sure feels like they are purposefully dragging their feet on this refund, it feels like they think we'll forget about it, and I'm tired of waiting for it.Groove Subaru has $267 of our money and will not return it to us after several polite requests. I would like help from BBB convincing them to do so immediately. I have an email thread that outlines the dates if that would help.

  

  Business response

  09/14/2023

  There was a delay in getting this refund check back to you in our accounting office.  We do apologize. Our accounting team was diligent to find a resolution yesterday as we looked into the details.  Check is in the mail!

  UPS tracking of refund check below:  1ZE1X8200193103213

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

  Customer response

  09/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our Ascent Touring on April 15th after waiting patiently for months for delivery. Everything seemed fine as we finished our paperwork and got financing through Subaru (Chase) at the dealership. After declining the extended warranty the finance advisor had a noticeable change in disposition toward us which was unexpected. He claimed that he did not get lunch which made sense based on his mood at that point. We left the dealership with instructions to regularly check the *** website with our VIN number to find when the vehicle would be ready to register. After a couple of months we were contacted that Groove Subaru was not properly filing paperwork with *** when we purchased our vehicle and they needed us to resubmit the Joint Tenancy with Rights of Survivorship Acknowledgement of Intent C.R.S. *********. Statement from the dealership:I am contacting you from the **************** here at Groove Automotive. When we had you in our store, unfortunately our Title Application was out of date.We signed the form immediately and emailed the copy over to the dealership. We called many times afterwards to get a status only once speaking to ********** who promised to follow up with the situation, but never returned a call or updated the status. It has now been months and we call regularly at least bi-weekly with no one at the dealership answering the phone and no one returning our messages. We have emailed our form to multiple members of their finance and title team. Our temporary tags are now expired for the second time and we have had no further contact from the dealership. This experience has been extremely frustrating and is does not seem like normal business practices for a dealership. We need confirmation that our paperwork has been properly filed with the *** in order to receive proper documentation and registration fees.

  

  Business response

  09/11/2023

  We are sorry there has been delays in getting your title work completed.  There was in fact an initial delay in paperwork and for that we are sorry.  Also we never want to change our attitude towards you as our guest/customer during the sales process whether you purchase or not.  Our intent is to have integrity in everything we do.  It seems we failed you here, for that we apologize.  We have good news to share.  There is the resolution, Douglas County does show an active title as of 9/8/23.  If for whatever reason, you need anything else, our Finance Director can assist. ***** left you a voicemail this morning.

  CDR shows active 010060534

  Customer response

  09/11/2023

   
  Complaint: 20546799
  
  I am rejecting this response because:
  

  There is a late fee we had to pay to the Doulas County ************** for $50. The receipt is attached. ************************* indicated that this fee would be covered by the dealership. We have emailed this receipt directly to ******* as well.

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

  

  Business response

  09/19/2023

  Happy to pay your $50 fee.  We are sorry for the delay, it was not intentional. Can you please email your receipt and we'll issue you a check.  Our Finance Director is ***** ****************************************

  our GM is Brenden ***********************************************

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought car in for repair on multiple ocxasions, and every time we leave, there is a new issue. On 7/11/2023 car was in shop until 7/14/2023 because technicians spent 3 days looking for problems that were never asked to be looked at. This incurred a $200 inspection fee that was (again) never asked for but billed anyway, and 3 days without the vehicle, which causes unnecessary personal stress. We decided to use them to fox the **** issue we originally asked for, and in turn they included the full point inspection (thatbwas never requested) in the total price, along with documention of other potential issues for a bill totalling over $1700. We chose to only go with the **** repair and oil change. We leave the dealership and suddenly theres an error code for low washer fluid pressure, and in order to have the light looked at or removed, we would need to pay another $200 inspection fee to have these technicinals look at the WHOLE care again. This is not the *****, second, or third time we've left this dealership with a new issue, justbafter having another one resolved and denying work on other issues they conjure up. This is a common practice in dealership aervice departments as a scheme to get their customers to come back and pay a bunch of moneybfor them to fix something they intentionally broke themselves.

  

  Business response

  07/19/2023

  We do apologize however we can't seem to locate you as a guest in our database.  Can we get a vin # for your vehicle. Possibly you serviced under a different name / phone number? We would like to get to follow up on your concerns, and find a solution together.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive been a loyal customer of ********************** for years, but as of recently, I started having issues in both mechanics of the car, as well as the lack of customer service. I had a ********************** Impreza that started having issues that Groove Subaru could not figure out. They puled me in every direction with guesses on the issues at hand, but never gave me a straight answer. After deciding that the car was a loss, Groove Subaru offered to sell me another used vehicle. I ended up trading in my Impreza for a 2013 Subaru cross trek. I had high hopes that spending 15k on the car, including a warranty, I would be given top customer car and service. I bought the car in January, 2023. I took it in for a standard oil change in June, 2023, having owned the car for five months; 10 minutes after the oil change, I started hearing a clanking sound and the check engine light came on. I got the car towed back to Groove whos main concern was that the issue was not caused by anything they did and they would have to take apart the engine. I brought my car to another dealership for a second opinion. Im now getting to the bottom of this, thanks to ****** in **********, who has given me some straight forward answers. My engine has failed and I may need an entirely new engine after just buying this car FIVE months ago. I am now in debt with Subaru because of this cross trek and I may have to pay another 9k to fix it. Theres only ***** miles on this car. Groove Subaru has taken full advantage of me and my finances since I started going to them with my Impreza, they dont seem to have any idea of what they are doing and are extremely unprofessional. I am completely disgusted with the care and service of Subaru. I should not have to pay another cent to have a working car and feel so completely disrespected by a dealership. This needs to be taken care of because I have every right to take legal action in being sold a car with a malfunctioning engine, as well as a breach of contract for warranty coverage.

  

  Business response

  07/17/2023

  ******,

  Thank you for your feedback and we do appreciate you as a Groove customer.  Our records indicate you purchased your 2013 Subaru Crosstrek on January 26 of this year.  We are thankful during that process you purchased an extended service contract/warranty.  This often times can eliminate the need to pay for an expensive repair.  You mentioned that ****** has been able to diagnose your concerns.  Are they able to remedy the situation? They can process your warranty, or if you'd prefer we can work on the vehicle here and process the warranty claim.  Either way, let's get your vehicle fixed and get you back on the road.  We look forward to hearing from you.  **** our Service Advisor will be in touch.

  Customer response

  07/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 27th 2023 I had my car taken to groove Subaru by towthe car was in a minor accident that morning and had stopped driving due to the VERY minor impact. Groove Subaru over the phone had agreed to accept the vehicle when it arrived in their shop. When the tow truck arrived there with the car Groove Subaru REFUSED to even provide a quick look at the engine. What subsequently happened was that my car incurred a $1142 tow bill. I took my car to a local shop that took a quick look at it and realized that all that had happened was a hose had been dislodged at impact, they reattached it and the car is running perfectly fine. I am so disgusted by their lack of assistance in a time of need. They should be outright ashamed of themselves.

  

  Business response

  03/31/2023

  thank you for your message, we at Groove have a different perspective on what happened here.  When a vehicle is towed into our dealership after a traffic accident it needs to first go to a body shop.  The front bumper was falling off the vehicle.  Our advisor explained we would be happy to diagnose, engine concerns/drivability concerns after the body shop fixed the damage.  We maintain this process when these situations arise.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My father purchased a brand new vehicle here on 8/17/22. At this moment in time, we have still not received a title complete notice from the **** because the dealer has NOT provided the title paperwork to the **** *** informed us that on 10/13/22, the paperwork was rejected and sent back to Groove. We have been corresponding with ******************************* but have still not got to the bottom of this. We are getting nowhere. We purchased the vehicle on 8/17/22. That was over two months ago. At this moment, the *** has still not received title paperwork, which means the dealer has not provided this as required. We are therefore still on a temporary tag (the second one now) and not able to register the vehicle. All we are wanting is for this dealer to forward the title paperwork over to the *** so that we may register the vehicle. Can someone please tell me exactly what is going on because ****** is no longer responding. When can we expect Groove to forward title paperwork so that we may register the vehicle? We need the title complete notice to register the vehicle. Please feel free to contact me directly at ************. This is the 4th vehicle we purchased from this Groove Subaru dealership, and we continue to have our vehicles maintained here. This is a disappointment to say the least. The *** number is ***# ***************** and the Purchase Date: 8/17/2022.

  

  Business response

  11/14/2022

  I am sorry to hear about this frustration and we want to make sure that it's resolved immediately to the best of our ability.

  Original paperwork was rejected by ****** County.  ****** can be delayed with getting items back to the dealer.  It took ****** a month to notify ** of the rejection.  We have since fixed what was necessary and resent back to ****** County.  Our Finance manager sent a temp tag overnight to alleviate the concern of not having proper Co registration. This should be resolved once ****** is able to process the rejection.  We are here to assist and are confident this should be resolved.
  

  Tell ** why here...

  Customer response

  11/16/2022

   
  Complaint: 18375887
  
  I'm not sure it's fair or acceptable to point the finger at ****** County. You provided unacceptable and inaccurate documentation to the County, which is why the original title paperwork was rejected. Regardless of their processing time, we would not be having this conversation had this not occurred. While providing the temp tag was appreciated, the tag is expiring 12/2. That means because of your error, we are in a position of either not being able to drive the vehicle because we can not get it registered, or having to go to ****** County Clerk to get a third temporary registration because your Finance Manager has advised he is not able to provide a third and that is our only option. We should not be in the position of having to go to the ********** of ***** Vehicles to obtain a temp permit, and then again after the title notice is complete.   

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my vehicle into Groove Subaru February 25th, 2022 for shaking of my vehicle when I brake and also my AC blowing hot. After review, their team said that my rotors were fine but I needed arm bushings for the shaking and they replaced O-rings on my compressor for the *** I had knee surgery the 23rd, so my boyfriend drove me to the dealership this first time. I did not drive my car much for about a week after and then I had to take a flight to *********** where at the time, I was splitting my time between ******** and there. My car was still shaking but since the nature of my job being a flight attendant and also living part time there, I was unable to get my car back in until June 3rd. i brought my car back for the same two issues. After reviewing my car this time, the rotors were completely warped and they said that my radiator cap was not holding pressure so to replace that to fix the *** I got my vehicle back and the shaking was fixed but my AC was still not working. I brought my car in again that next week for a third time. The company gave me a rental and ended up keeping my car for 10 days. There was no daily communication for the most part and when they finally took my car out and drove it, the found out it was the compressor. They did work with me on a fair price but I am most upset about the first visit and paying over $1200 for a service that wasn't even needed. I feel as a female I was taken advantage of and that this dealership isn't actually taking the time with the vehicles that come in. When I came in to pick my vehicle up the third time, an advisor there told me that they saw 200 cars that day. Which is probably the reason they are just being part replacers and not fixing the core issue. I spent over $2500 dollars with this dealership and they would not reimburse me for the first visit, claiming that it initially resolved the issue. I take my car to the dealership and not anywhere else to avoid these situations.

  

  Business response

  06/30/2022

  ************, Thank you for your feedback.  I do believe the dealership has a different perspective on what happened here.  On your first visit in Feb of this year your 2015 Forester had ******* miles. We replaced upper and lower control arm bushings to fix the pulsation in the brakes which was the majority of the repair.  This was recommended by one of our Master Techs. We also fixed your ** that was not blowing cold.  This Repair Order (RO) equaled $1228.99.  On your next visit in June your Forester had ******* miles and we replaced all 4 brake rotors to continue to address the pulsation in the brakes equaling $825.74.  Then on your 3rd visit in June your Forester had ******* miles with the ** still not working properly. We diagnosed the ** compressor would need to be replaced.  We went to Subaru and asked them to pay for the repair based on your loyalty and they agreed.  Subaru paid $1,074.78 on your behalf.  Your rental **** of $400 was removed and we paid that.  Essentially giving you a free rental during this time.  We disagree wholeheartedly that this has anything to do with gender but rather this is about maintaining a 7 year old vehicle, outside of warranty that has almost ******* miles. 

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Subaru in October of 2018. I felt like I was taken advantage of, I purchased the warranty. I was told it would cover everything. It does not. I have had so many issues with this car. First it was the remote start, then honking. I feel like I always have to argue with them, for them to cover it under the warranty. Ever since last year, the car honks randomly. I've taken it in, and they keep my car for days, with no update. I always have to call. A couple weeks ago I took it in. I was told they test drove 30 miles and found nothing wrong. That was a lie because my mileage in and out was the same. The worst part is I paid for the deductible and the car is still honking. This is so embarrassing when I drive. I wish I would have never purchased my first new car from Subaru. It has been nothing but a nightmare.

  

  Business response

  06/06/2022

  We would love to work this out with you and come up with a resolution.  Our Service Director, *****, reached out today and left a voicemail to see if we can't get your vehicle back in here to have another look.  We certainly understand the frustration since we could not duplicate your concern on your last visit.  We did do a road test of 5 miles based on the mileage on the work order.   We replaced the steering wheel roll pin connector to see if that would address the situation, we are sorry that didn't end up fixing your concern.  Let's connect soon so we can get your vehicle back in.

*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. ↩