ComplaintsforSubaru North Orlando

• Initial Complaint

  02/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On 12/17/2023 I purchased a used 2022 **** Maverick through Suburu North Orlando.On Around 1/22/24 I went through the carwash and the black paint on the wheels peeled. My son, ******, tried calling the sales manager, ***** on 1/22/2024. A message was left for ***** with no return call. Another call was made on 1/24/24. He was put through to *****, another sales manager. ***** then advised it was a sub-contracted vendor, *****************. that painted the wheels before sale of the used vehicle. The sub-contractor contacted me and made arrangements to repaint the wheels on 1/25/24. On 2/5/24 the truck was washed again. With the same results, paint peeling. On 2/5/24 my son ****** again called ***** at the dealership and asked for another resolution, besides painting the wheels. As we did not hear back from *****, I then tried to call the dealership later in the afternoon and was advised by the receptionist not to call that ***** was in speaking with the general manager for a resolution to our issue and he would call us on 2/6/24. On 2/6/24 We then received a call from the sub-contractor, *****************, that we did not hire offering a $145 refund. $145 is not going to replace my ruined factory **** Wheels. ****** told the vendor that we did not hire you in the first place, appreciated the phone call and offer, but wanted this resolved through the dealership as I purchased the vehicle through Suburu North Orlando, not *****************. My son ****** then left a message for ***** and ***** on 2/6/24 and a text message to the sales department. Today is 2/15/2024. We still have not received a call back from anyone. I've attached documentation of the calls made, photos of the wheels and also an invoice for the new wheels we had to purchase. This company really needs to review their management training as their leaders in place do not seem to have any customer service skills.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchased a battery on Jan 11,2021 and needed new battery on Oct 30,2023. Battery is under partial warranty. I pay 45% of new battery and $39.95 to install. Original battery cost was $120.00. So I guessed at about $140.00 and I pay 45% plus the install. Around $102.95 plus tax. I paid $181.55 A new battery from Subaru is $266.06, but the dealer sells them for $140.00. So he could charge me full price of $140.00 or the 45% of the $266.06. Sounds like a warranty scam to me.So I am asking for the difference between the 45% of $140.00 and what I paid.

  Business response

  11/22/2023

  We sell our batteries at a discounted completive rate to customers when the car is out of warranty. When a battery is prorated under warranty it has to be billed out and sold at full retail cost not at our discounted completive rate. Sometimes it makes more sense just to buy the battery at our discounted rate but when its under warranty / prorated we have to follow the policy and procedures outlined by Subaru of America. Either way the warranty starts over with the new battery replacement.     

  Customer response

  11/22/2023

   
  Complaint: 20901885
  
  I am rejecting this response because:That is not the way to do business. Sell me a battery for $120, but to use the warranty the price is $100 more. Did not say that in my warranty. So make it right or have an upset customer. What is better for your future business? 
  
  Sincerely,
  
  *********************

  Customer response

  12/05/2023

  I am contacting BBB to find out if Subaru has gotten back to you.  I rejected them back on 11/22/2023. I believe they have 10 days to respond?

   

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

• Initial Complaint

  10/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Husband called and spoke with Mike at Subaru North. Was instructed by Mike to do an application online to see what would be qualified for. My husband explained he did not want to do anything to lower credit score until we actually went to buy. Mike said the only way to find out would be to do this application but it is just a soft pull. Husband called back and spoke with Mike a 2nd time to make sure it would NOT ding the credit, Mike said NO, it is just a soft pull and will not affect the score or credit. It did lower my credit score, the application was only in my name. When the dealership called they only spoke to my husband, did not ask to speak to me and verify that I requested the pull. He then spoke to Mike again and informed Mike that it did lower the credit score. Mike stated “oh, well it was a soft pull, it shouldn’t have”. I asked to speak with the GM, I left him (GM Joe A******) a message and asked for a call back. I have left him a minimum of 4 additional messages and have not been contacted. I did not authorize a hard pull nor did I give verbal authorization when they called to get the verbal authorization to pull my credit.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went to this Subaru of North Orlando scheduled through Subaru portal online. I went to location on 05.17.2023 to have Rack and Pinion, power steering pump, serpentine belts replaced and diagnostic of Clutch components as it felt like something else was wrong and a sound I was hearing coming from the hood or middle of car (resolved myself after going to another Subaru location) Received car back after hours even though I advised earlier in the day if more time is needed I will wait till tomorrow. Received car with an issue to a sensor that wasn't a problem before. I was advised by technician and advisor sensor failure was because of the time I have not had an alignment and the rack and pinion that was provided. Also explained that it was safe to drive and that certain feature would not be available to use. This did not make sense and next day called Subaru of North Orlando and spoke with my advisor who said issue can be resolved with replacing sensor, but not a guarantee. So I sought other advice I went to another Subaru location where they advised the rack and pinion was put on wrong. I later confirmed this after paying another separate mechanic to resolve the problem created by Subaru of north Orlando which was the rack and pinion being aligned incorrectly causing sensor to fail. I do have copy of receipts and invoices as well as video. I will provide those when contacted.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i leased a subaru wrx in georgia and could not transfer my florida tag due to out of state insurance. i went ahead and registered the vehicle in georgia and changed my license as well. in april, 2021, i relocated to florida and due to the problems with registering the vehicle in local dmv, i chose to buy out the vehicle during november '21 using subaru north orlando. they charged me $1000 as a 'dealer fee' on top of all the other fees associated with registering the vehicle in florida. again, i only went to their dealership to purchase the leased vehicle that i already had in my possession. along with the transaction, i purchased extended warranty for $1501 that provided for 6 years/60,000 miles. during may, '22, i traded the vehicle in and contacted subaru north orlando to ask for a cancellation of the extended warranty. they worked the papers and gave me a copy of the cancellation request form that reflects a refund to me of $1241.42. since may, i have not received the refund therefore contacted subaru north orlando via telephone on 8/24/22 and they discovered that a check has not been issued however that it would be issued within the week for approximately $700. i asked about the $1241 and Dan, the finance officer, advised that half that amount goes back to the dealership! I am absolutely confused as to why i have to pay them an additional approximate amount of $600!!!!!! i would like a clear explanation of charges as well as the statute that allows them to collect this additional amount from me!!!!!!! i would also like to know why you folks at BBB don't have a check box for total and permanent disabled American military veteran?

  Business response

  09/26/2022

  Business Response /* (1000, 5, 2022/08/30) */ I believe that there was a miscommunication on our end regarding the warranty cancellation refund due to Mr. ******. We have mailed two separate checks totaling $1,322.12 to Mr. ****** for his warranty cancellation. Check #***** is for $595.89 and Check #***** is for 726.23. Mr. ****** should receive the checks today or tomorrow. Also, see below for the FL Statute regarding "dealer fee". As per Florida Statute 501.976 (18), dealers in Florida must disclose whether a profit is built into each fee. In addition, F.S. 501.976 (16) states that Florida dealers must include all fees the buyer must pay within the advertised price. Everything was disclosed on the Purchase Order that Mr. ****** signed on 11/09/2021 when he completed his transaction. Thank you very much.

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