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:03/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 recently bought a 2021 ***** ***** after our previous vehicle was totaled. The purchase process was smooth, and our salesman, Jose, was great. However, I have an issue with the service department and the used car sales manager.
  
  I own another ***** SUV with adaptive cruise control (ACC), and I noticed that the ******* ACC would detect the vehicle in front but then accelerate as if the vehicle was gone. I asked Suburban Subaru if I could have it evaluated at a nearby ***** dealer since I live over an hour away and the car is still under warranty. The used sales manager refused and insisted it go to ********** *****.
  
  I dropped off my vehicle to Suburban Subaru on 2/28/25, and Ben from service said it would be prioritized and taken to ***** on 3/1/25. After following up on 3/4/25, I found out it hadn't been taken yet. On 3/6/25, Ben suggested a technician drive it overnight to test the ACC, which I reluctantly agreed to.
  
  On 3/7/25, Ben informed me that the request to send my vehicle to Manchester ***** was denied by the used car sales because no issue was detected. The ACC has four settings, and mine was always set to 2 car lengths. When I picked up my car on 3/7/25, I noticed they had changed the ACC setting to 4 car lengths, which would naturally prevent the cruise control from adapting as expected. I believe they did an inadequate job of addressing my concerns and did not test the vehicle at all four ACC distance settings.
  
  In addition, the vehicle failed emissions which they did rectify and also an employee spilled coffee in my car that was not cleaned up.
  
  Resolution: I would like to take my vehicle to a nearby ***** dealer, with whom I have no prior relationship, to have the cameras diagnosed. If the cameras as set, I expect Subaru to reimburse diagnostic. If it is determined that the cameras need resetting, I expect Suburban Subaru to cover the cost of the repairs, including diagnostics, as per my vehicle warranty, which is valid for 3,000 miles or 60 days.

  Business Response

  Date: 03/13/2025

  March 13, 2025
  
  *** ****,
  
  *** **** bought a 2021 ***** ***** from us on January 31,
  2025.  During her initial few weeks of ownership, she claims that while
  using her adaptive cruise control, she experienced inadequate distance and
  abnormal acceleration between her vehicle and the vehicle in front of
  her. 
  
  Upon our inspection, which included multiple highway trips
  and miles, using all four distance settings, we could not duplicate her
  concerns.  Since there was nothing wrong with the vehicle, bringing the
  car to another dealership was unnecessary.  The vehicle needed emissions,
  which required a routine reset of the readiness monitor and an overnight test
  drive, allowing us another opportunity to test the cruise control. 
  We don’t eat or drink in customers’ vehicles, so I can’t explain the coffee spill;
  I’m glad to pick up the Honda, re-detail it, and bring it back to her. 
  
  We provide all our used car customers with a state-mandated
  used car warranty. However, we do not perform unnecessary work on vehicles
  because the customer wants us to.  If the customer wants to bring the car
  to a ***** dealership, the financial responsibility is
  hers. 
  
  We want to make *** **** happy.  If she is still
  experiencing this issue, we invite her back for a ride with our Service
  Manager.  If they experience it or can duplicate the concern, we will
  gladly send it to our local ***** dealer and have it looked at. 
    
  
  If I may be of any further assistance, please don’t hesitate
  to reach out. 
  
  Sincerely,
  
  Lane R*****
  General Manager
  ###-###-####

  Customer Answer

  Date: 03/20/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  My car was to be brought to ***** as promised by them the time I dropped it off. Living as far away from them as I do, I do not wish to bring a car to their “dealership”.  An unbiased ***** dealer closer to me can do the same.   I wish for them to work with instead of having me spend 2hrs in a car round trip to “bring back my car”.  My request is not unreasonable for the $170 they would spend for diagnostic.  If a ***** dealership we agree on were to say that the car is fine (cruise control, cameras are where they should be) I would accept that.

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

  Business Response

  Date: 03/25/2025

  Dear *** ****,
  
  Suburban Subaru maintains that the cruise control system is operating as intended. We do recognize the potential for software updates that may not be aware of, which might be relevant to this situation. However, please note that we won't process invoices from other dealerships for services rendered while the vehicle is not under our supervision.
  
  In an attemt to amicably resolve this matter, Suburban Subaru will issue a check for $170.00 directly to *** ****.
  
  Please confirm this is acceptable.  

  Sincerely, 
  
  Lane R*****  
  General Manager  
  ###-###-####

  
  

  Customer Answer

  Date: 03/27/2025

  
  
  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 UNDER THE CONDITION THAT IF THERE IS ANY ISSUE WITH THR ADAPTABLE CRUISE CONTROL, Suburban Subaru will pay for the repairs/replacement under the warranty as I brought this issue to their attention promptly and within the warranty. 
  
  
  
  Sincerely,
  
  
  
  ********* ****

• Initial Complaint

  Date:06/10/2024

  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.

  On April 18th 2024th, I visited Suburban Subaru at ***** ******** ********* **** ***************** ** *****. I was looking to buy a used car 2014 ******** ******* * *** for $ 21,500. I paid $ 500 to reserve the car. One day later I did change my mind, after having a better offer and I requested a reimbursement of the $ 500; reservation deposit I was able to claim in case of changed my mind the 24 first hours. The agent Dan L**** told me that he was going to request his supervisor's signature for the reimbursement. He didn't do it. I called and sent several e-mails, but I got no answer. No reimbursements were performed today. I am requesting the full reimbursement of the $ 500 deposit.

  Business Response

  Date: 06/10/2024

  Good Afternoon,

  I apologize for the oversite, the credit card will be refunded by the end of business today and a receipt will be emailed to Ms. ******. 

  Please reach out to me directly with any further questions, comments or concerns...

  Again, my sincerest apologies...

  Lane R*****, General Manager 

   

  Customer Answer

  Date: 06/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Suburban Subaru didn't reimburse me for the deposit, in the way they promised, today. 
  
  
  
  Sincerely,
  
  
  
  ****** ******. 

   

  Business Response

  Date: 06/13/2024

  Again, I find myself apologizing for Ms. ******'s dissatisfaction with Suburban Subaru...I'm not sure exactly what her complaint is this time...attached is a communication I've had directly with her, as well as the receipt for the refund.  Her original complaint was about refunding her deposit.  We refunded it the same day this complaint was received by us.  Unfortunately, there is not much more I can do regarding this specific situation.  If another one arises, I'm happy to address it.  Sincerely, Lane R*****, General Manager

• Initial Complaint

  Date:08/30/2023

  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.

  The Subaru I purchased has had steering and suspension issues since 1400 miles. I have brought them the vehicle several times and Suburban refuses to acknowledge or repair the issue under warranty.

  Business Response

  Date: 08/30/2023

  *** ****, 

  Sorry to hear we're having a problem, the vehicle has a 36 month, 36000 mile complete warranty from Subaru of America.  As the dealer for Subaru, we're happy to perform repairs under that warranty, however, if we can't duplicate the problem, there is nothing to repair.  I'm happy to have Mr. ******* bring his car in for another look.  We will reach out to Subaru on his behalf and work to get a manufacturer's representative here to examine the vehicle with us.  Substitute transportation will be provided.  Again, if there is something wrong with the vehicle, glad to help, if not, there is no repair to be made.  Please let me know how Mr. ******* would like to proceed.  

  Sincerely, 

  Lane R*****, General Manager

• Initial Complaint

  Date:08/08/2023

  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.

  I purchased a certified pre-owned vehicle on or around June 11th. When discussing vehicle features, I stated I only need a vehicle with third row seating. I unfortunately had a death in the family recently and needed to pick up family members from the airport. We noticed then the far right seat belt wouldn't buckle in. I contacted suburban subuaru and scheduled an appointment. I was very distracted with arrangements and missed the appointment. My wife calls today and is told we can bring it in for 150 an hour diagnostic. I called back and spoke to the gentleman I purchased the car from. He stated if my vehicle is covered under the warranty then we will only need to pay 100. He stated we missed our 60 day window. I am confused as it has not been 60 days yet and the vehicle was sold to us under the pretenses of being a certified vehicle. I am not sure how this is allowed.

  Business Response

  Date: 08/08/2023

  I have spoken with Mr. *******, he will be here Thursday morning at 9:00 and we will take care of his seat belt concerns...Lane

• Initial Complaint

  Date:05/22/2023

  Type:Billing 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 was told that I was going to be a co-signer on a loan. only to find out that ***** ***** who is a loan management service for this car dealership made me the prime person on this loan.
  I am a disabled person with PTSD, have no other income other then my ssi, and I feel I have been taken advantage of. we were told something totally different.
  At the time I could have gotten a loan for 2.9, if I had wanted one.
  They roped this into 9 % loan, this is so wrong on so many levels

  Business Response

  Date: 05/23/2023

  I have spoken with Ms. ****, shared with her the process of buying the vehicle and explained that all the paperwork lists her as the buyer, she acknowledged all that she signed and as a previous customer, was disappointed with how it was originally explained to her.  Neither one of us knows exactly what she expected from this complaint, but I offered to help refinance the current car and eliminate her from the loan, reverse the names or trade them out of the car and help them into a new one.  She was going to discuss with the co-buyer how they would like to proceed and get back to me.  I'm hopeful this will be resolved to her satisfaction upon our continuing conversation.  Lane R*****, General Manager

• Initial Complaint

  Date:04/13/2023

  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.

  I purchased a 2014 **** ******** from Suburban Subaru on 01/18/23. I've had several issues since then. The **** was peeking out into the red and a warning message came up saying my **** was overheating. This would occur within driving after 5 min and it would peek into the red and drop back down within a minute, then a few minutes later it would do the same thing, then again and again. The **** also did not shift between gears properly. It would hesitate and then shift hard into the next gear. I spoke with the dealership and brought it in for repairs.
  A few days later they called and said it was all set. I asked them what was wrong and they said they didn't find anything wrong. I told them they did not drive it then because it happens all the time and within 5 minutes. It happened a 1/2 dozen times as I was driving it to the dealership. Almost a week went by and they finally called and said they found the problem, it was a loose hose causing the **** to send an overheat signal. I asked about the shifting, telling the mechanic that it was not normal. He stated it was a different type of transmission and that it's normal to shift like that, I was just not used to driving a ****. I spoke with the store manager and told him I felt as if I was being scammed and that the transmission needed repair.
  As of this writing, the **** hesitates all the time now and sputters in low gear as it TRIES to shift into the next gear. I have a feeling that it won't last a few more days before it will not run anymore. I had left several messages with the salesman who sold me the **** and he never returned my calls. I had to call the main office and complain before they told me to drop off my ****. I have very little confidence they will fix it correctly and will only do the bare minimum repair and hope it holds out long enough where they are no longer responsible. I want it fully repaired or I want to return it.

  Business Response

  Date: 04/18/2023

  Good Morning, Our Service Department has reached out to Mr. ******* multiple times since receiving this communication from the BBB, we called twice on April 13th, once on April 17th and we emailed him on April 14th, with no response...I researched the complaint of many unanswered calls into the dealership, and was only able to verify one, to the salespersons cell phone, where he directed Mr. ******* to bring it to the dealership....We are anxious to help, just need to get the vehicle here.  Sincerely, Lane R*****

  Customer Answer

  Date: 07/12/2023

  My initial complaint has not been resolved and I would like to reopen the file. I am willing to give Suburban Subaru one last chance to fix the problem or I would like to return the vehicle.

  Business Response

  Date: 07/12/2023

  We have looked into Mr. ********* concerns on two separate occasions, once during his used car warranty in February, and once under goodwill in May.  It is now July.  Each time, we have been unable to confirm his concerns, and during his May visit, we took the vehicle to a branded dealership.  They weren't able to duplicate his concern either, however, they reprogrammed the transmission.  The last communication from the customer was on July 5th indicating that he was having another repair facility investigate his concerns, provide him with a diagnosis and he would speak with his attorney.  I attach that communication.  I am now served with another BBB complaint.  Please have Mr. ******* reach out our service manager, Ed H********, ###-###-#### and we will look at his vehicle and waive the diagnostic fee, again however, if we are unable to duplicate a failure, we will not perform any repairs.  I am also happy to speak with the repair facility he brought it to if they found something wrong.  Please have him contact our Service Manager, Ed H******** at ###-###-####.  Sincerely, Lane R*****, General Manager

• Initial Complaint

  Date:10/17/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  09/28/2022
  $500.00 deposit hold on a potential purchase of a vehicle
  I have called on two occasions and provided different reasons
  They refuse to return my deposit.

  Business Response

  Date: 10/17/2022

  Good Afternoon, 

   

  My team has reached out to Ms. ********* and has agreed to refund her deposit.  If I may be of any further assistance, please don't hesitate to reach out....

   

  Sincerely, 

  Lane R*****

  General Manager

  Office:  860.649.6550

  Customer Answer

  Date: 10/18/2022

  
  
  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,
  
  
  
  ***** *********