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:05/16/2024

  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.

  I purchased a 2024 Subaru Crosstrek from Sport Subaru on June 3, 2023, and the purchasing experience was great. During the purchase, I also bought *** insurance and an extended service contract. In January 2024, I traded in the Crosstrek for my current vehicle. At the time of purchase, I was informed that if I traded in the vehicle, I would receive a refund for the *** coverage and the service contract.On February 17, 2024, I notified Sport Subaru by email that I had traded in my vehicle and provided proof of the trade-in. ******************* assured me that I would receive a refund for the *** coverage and the service contract within 6-8 weeks. While I have received the *** refund, I am still awaiting the refund for the service contract.I have called Sport Subaru eight times, but I am constantly told that someone from the finance department will call me back. Only one of these calls has been returned, and I was informed that the refund for the service contract had been processed. However, I have not yet received the refund.It has now been three months since I notified Sport Subaru, and I am still waiting for the service contract refund, which amounts to over $1600. This is a significant amount of money, and I would like it refunded as soon as possible.

  Business Response

  Date: 05/22/2024

  A refund check for $1673.77 for the service contract cancellation was overnighted to the customer 5/22/24.

• Initial Complaint

  Date:04/26/2023

  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.

  In order to provide all necessary information, I have uploaded a word document with my summary and details of the incident since it could not fit here. I have also uploaded necessary paperwork in a PDF file. Thank you for your time.

  Business Response

  Date: 05/08/2023

  Mr. ****** purchased his 2016 Chevrolette Corvette from us 9/19/2022 with 10556 miles on it. He brought the vehicle in to us on 10/14/22 at 11279 miles, stating the right rear taillight did not work. We replaced the right rear taillight at that time, at no cost to Mr. ******. Mr. ****** made no complaint of any irregular noises at this time. 

  Mr. ****** returned to our Service department 1/11/23 now with 14091 miles on his Corvette. At this time he complained of a metallic sound coming from the engine while the car was running. We were able to confirm his concern, finding the flywheel bolts to be stretched. We replaced the flywheel bolts with genuine general motors flywheel bolts, test drove the vehicle and confirmed the noise was gone. Again, the repair was made to Mr. ******'s vehicle at no cost to him.

  From 1/18/23 to 3/14/23 Mr. ****** never reached back out to us to advise there was a noise coming from the vehicle. On 3/15/23 Mr. ****** brought the car back into us stating there was a metallic sound coming from the engine area when the vehicle accelerates. Unable to confirm his concern, we recommended Mr. ****** take his vehicle to a Chevrolet dealership for further diagnosis. 

  Mr. ****** took his vehicle into a Chevrolet dealership for further diagnosis. Upon receiving the estimate from the Chevrolet dealership in the amount of $5635.63, Mr. ****** reached back out to us. Despite the repair being unrelated to the previous repairs we'd performed at no cost to the customer, we offered to do the repair for $2400 for Mr. ****** since he purchased the vehicle from us and it had no remaining factory warranty. Mr. ****** declined to let us repair the vehicle.

  Mr. ****** did purchase his vehicle "As-Is" with no warranty of any kind from our dealership (see attachment), and no remaining factory warranty left on the vehicle due to its age. Mr. ****** purchased his vehicle 9/19/22 and has put 5020 miles on the vehicle since the purchase, which contributes to wear and tear. Despite that, in an effort to maintain goodwill, we have made repairs to his vehicle at no cost to him. We were more than willing to complete the repair as laid out by Chevrolet at less than half the cost of Chevrolet, and Mr. ****** declined. At this time, we feel we have made every effort to assist Mr. ******. 
  

  Customer Answer

  Date: 05/10/2023

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

  Sport Subaru has made themselves seem very caring and as if they
  have provided excellent customer service in their response, which couldn’t be
  further from the truth. Each time I have ever contacted them or went into the
  store, they have been very rude and blamed me for the causes. They have also
  given me the “run around” plenty of times and dodge me with saying “the manager
  isn’t here” or “the guy who does that service isn’t here”, and “the person you
  spoke to isn’t here”. I also work full time and did not have all of the time in
  the world to play their cat and mouse game. On top of that, whenever I gave
  them my car, they kept the car for multiple days (initially they didn’t even
  want to give me a loaner car). I returned to Subaru after my first time servicing the vehicle at Subaru for the
  taillight. The noise was very low at the time, and I thought this was normal
  for a sports car. The representative I spoke to (Anthony) assured me not to
  worry about the taillight or the sound, if there were any problems, they would
  fix it. Why else would Sport Subaru be so generous as they claim they were, if
  they didn’t state these things to me? When the noise became unbearing,
  that is when I decided to return to Subaru for them to deal with the vehicle.
  Prior to me taking the vehicle to Subaru, My dad’s friend who is a mechanic mentioned
  it could be the issue with the flywheel. He informed me that I had just recently
  purchased this vehicle and to take it to the dealership and have the vehicle
  fixed for the issue. I informed Subaru of the issue of the vehicle with the flywheel,
  and they stated to me they corrected the issue with the flywheel bolts being
  fixed. I did not hear any issues with the car when I picked up the vehicle. The
  day after, I heard the noise again. It appeared to me that they corrected the
  noise with a hot fix, but something else was making noise under the car still.
  I did not have a ch**** to return to the dealership constantly, so, I ignored
  the noise. The noise again became too much and too noticeable, so I once again
  had to return the vehicle.  This is the only reason why it took me so long
  to return. Then they claim that this is wear and tear because of the mileage
  that I put on the vehicle? That is absolutely ridiculous. They knew of the
  sound from the beginning and used dirty tactics to procrastinate with the issue
  until they were no longer responsible. They are taking advantage of me and do
  not want to take responsibility for their actions. I don’t see why a company
  would be so “generous” as they claim if they were not stringing me along the
  entire time. They kept my car one week, and then more than a week. How long do
  they except me to keep going back and forth with them? I am a full-time police
  officer and cannot just giveaway my car for these long periods of times. Their
  previous response is not a solution and does not help me in any way. They lied
  to me, provided bad customer service, wasted my time, my money, and then say they
  offered to fix the problem for a discount. This is absolutely ridiculous. They
  should fix the problem like they said they would for no money out of my pocket.
  Because time has passed, they are using it as an excuse to not fix an issue
  they said they would fix. Just because they fixed the issue wrong the times
  before, I should pay for their mistake? 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 05/22/2023

  As previously stated, with documentation provided, Mr. ****** bought a used vehicle AS-IS with no remaining factory warranty, and did not purchase an extended warranty of any kind. Prior to the 2016 Chevrolet Corvette being put out on the lot for sale, it was fully inspected and had all routine mainten**** performed. Mr. ****** test drove the vehicle, and found the condition of the vehicle to be satisfactory. He purchased the vehicle 09/19/2022. Mr. ****** returned to the store stating the right tail light was out 10/14/2022. At this time, we provided a loaner vehicle to him for the time his vehicle would be with us. We replaced the right tail light at no cost to Mr. ******, though the cost to us was $1035 and we were under no obligation to perform the repair for free since Mr. ****** bought the vehicle AS-IS. We did the repair at no cost to Mr. ****** because it was the right thing to do as he hadn't even had the vehicle he purchased for 30 days at that point. Mr. ****** did not return to us advising of a noise until 3 months later (1/11/23), and after putting 4000 miles on the vehicle. Despite Mr. ****** acknowledging that he'd been hearing the noise long before he brought it in, and he was ignoring it (Hearing a noise in a vehicle and continuing to drive it is negligent and will only exacerbate the problem). Again, we provided Mr. ****** a loaner car, and again we agreed to make the repair at no charge to Mr. ****** in an effort to maintain good customer service. We replaced the flywheel bolts, as they were stripped, test drove the vehicle and there was no noise present. Mr. ****** advises that he picked up the car, and the noise was gone, but that he then heard it again the next day. Mr. ****** again continued to drive the car with an obvious problem present for 2 months before notifying us 3/15/23 and finally bringing the car in, and again we provided a loaner to him. This time we could not locate the source of the concern on the vehicle and advised Mr. ****** to take the vehicle to a franchised Chevrolet dealership for diagnosis. Mr. ****** finally took it to a Chevrolet dealership a month later. Upon Chevrolet diagnosing Mr. ******'s vehicle, they contacted our Parts & Service Director, Chad V****, to discuss the problem. Chevrolet explained to Chad this was a common problem on that year model Corvette due to the exhaust design. Essentially what was happening is that the exhaust is too close to the drive shaft tube, and the heat from the exhaust causes the bearings in the drive shaft tube to overheat and go bad. Chevrolet quoted Mr. ****** $5635 to replace the drive shaft tube (torque tube). We advised Mr. ****** that we could not perform this repair at no cost to him, but that we could perform at significantly less cost to him than Chevrolet, quoting him $2400. We also did research on how to stop this from happening again since it is a design flaw, and advised Mr. ****** we'd be wrapping the exhaust in heat tape to help stop the bearings from overheating. Mr. ****** declined to let us repair the vehicle. 

  Mr. ****** claims he thinks the flywheel bolt replacement was a "hot fix", but the flywheel and the drive shaft tube are completely separate components. The flywheel bolts were stretched and rattling, so we replaced them. The drive shaft tube is a completely separate repair. We are still willing to perform the drive shaft repair at a cost of $2400 to Mr. ****** and will provide a loaner to him. Unfortunately Mr. ****** bought a vehicle AS-IS, and while we are willing to help in anyway we can with the cost of repairs, we cannot continue to absorb costs for a customer that has consistently demonstrated he is willing to drive a high perform**** sports vehicle for thousands of miles when he knows there is a problem. 

• Initial Complaint

  Date:12/15/2022

  Type:Customer Service 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.

  Sold the Subura which was purchased through Sport Subuar in Orlando. Contract the finance department on August 30th, 2022 to have the two warranties purcahsed with the Subaru canceled and the prorated remaining balance send to my new address.
  
  Was not able to recieve a response until September 9th, 2022 that the finance manager recieved the needed paperwork. At this time I was informed it would be 8 weeks untill refunds would be received.
  
  December 1st I was contact the dealership to complain that the refunds had not bee recieved. Was contacted by the dealerhsip and was informed that nothing had be processed. Howevre, they would be addressing the isssue.
  
  As of December 15th I have not recieved an updates and have been unsuccessful with getting a reponse from the dealership.

  Business Response

  Date: 01/17/2023

  On December 1, 2022, ******* ********* communicated to us
  he’d been struggling to get into communication with our Finance department
  about his product cancellations. Our General Manager immediately put the
  information into the hands of the accounting department. Accounting cancelled
  Mr. *********’s Road Hazard product with JMA that day (12/1/2022). Refunds for
  JMA products are sent to the customer directly from JMA. The cancellation for
  Mr. *********’s Subaru product was already processed through Subaru, and we had
  just received the money from Subaru of America on 11/30/22. A check was issued to Mr. ********* for the Subaru portion of his
  product refunds 12/1/22. Accounting personnel called Mr. ********* to advise
  him his refunds were on the way. Unfortunately, the incorrect address was on
  file with us, and JMA, and the refunds were sent to the address Mr. *********
  gave when he initially purchased the vehicle. Mr. ********* communicated that
  he hadn’t received his refunds again 12/15/22. A stop payment on the check for
  his Subaru cancellation was done 12/16/22, and a new check was immediately
  issued and overnighted to his correct address. We also reached out to JMA, who
  advised once they received the other check back, they could reissue to the
  correct address. We followed up with JMA 1/11/23, JMA advised they received the
  return check 1/4/23 and they were issuing a new check to his correct address
  immediately. Mr. ********* was contacted 1/11/23 by Ms. G***** in the Accounting department and advised his JMA refund should be received at his new address within 3-5 business days. Additionally, Ms. G***** confirmed Mr. ********* had received the fedex'ed check.

  Customer Answer

  Date: 01/17/2023

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