Complaints

This profile includes complaints for Twin Falls Subaru LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Twin Falls Subaru LLC

  1725 Park View Dr Twin Falls, ID 83301

• 

  Twin Falls Subaru LLC

  PO Box 5476 Twin Falls, ID 83303

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:05/31/2025

  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.

  Techs cross threaded my lady's oil pan bolt and left her without a car. Said it would cost her $1,200 to repair it. Didn't bother to make it right. Excuse was that is was bound to happen (in their notes). Trust Twin Falls Automotive instead of these shady a*******

  Business Response

  Date: 06/02/2025

  We don't have any vehicles in our system under this guests name. The guest did reference that it may not be their vehicle. Who's vehicle is it?

  The vulgarity is not appreciated. 

• Initial Complaint

  Date:08/05/2024

  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.

  At the time of purchase, it was discovered that the front windshield of my new 2024 Subaru Ascent had a damaged windshield. Prior to driving off the dealership lot, a verbal commitment was made by my salesman and his manager to replace. This occurred on July 30, 2024. To date, no resolution has been communicated even after several follow up calls and emails by me.

  Business Response

  Date: 08/16/2024

  The windshield was replaced. We picked up and delivered the vehicle. We were in contact with the guest during the entire process.

  Customer Answer

  Date: 08/17/2024

   
  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,
  
  *******************

• Initial Complaint

  Date:03/12/2023

  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 found over the internet a very reasonably priced ($4313) used **** Cadillac Escalade ESV at this Subaru dealership. Even though I am 450 miles away, I wanted to purchase the vehicle. The dealership representative I worked with provided a CarFax report and video they made that day (Feb 21). That looked good and asked about any problems, with no comments. I did go through the process of purchasing the vehicle including a cashier's check, dated Feb 24. I had arranged to pick up the vehicle on March 4 and they agreed. I was able to change some commitments around and with bad weather coming over the trip route, did get there on March 3 to head back. I had a short turnaround time to make the entire trip, including my extra driver, rental car, inclement /dangerous weather over the trip route, etc. I did understand the purchase was "as-is." When I arrived, I did see some body damages left off of the video, but realized it was purchasing as-is. As I started my return trip, a short distance from Twin Falls, the Airbag light went on along with the Tire Pressure Monitor. I believe both are mandatory federal safety requirements. I was unable to return based on my requirements and continued onto my home. Once home in ******, I made the arrangements to check these safety problems, and wrote Twin Falls Subaru an email, basically relating to these safety problems and that I was upset that they sent me on, even though it was as-is. I asked them to review these mandatory federal safety requirements verse the "as-is" statement. Do you know if the Federal/State laws allow them to send me out with federal safety problems based on "as-is.?" Anyway, I have not received anything from them and believe mandatory safety items should not be included in the as-is statement. My life was endangered, and it reflects poorly on the integrity of the dealership. Please review with both federal and state laws for such a problem and let future buyers know.

  Business Response

  Date: 03/15/2023

  We have attempted multiple times to reach out to the guest and haven't received a response back. 

   

  We would be happy to take the vehicle back for a full refund or use the purchase price to exchange it for a different vehicle on our lot. 

   

   

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19586580
  
  I am rejecting this response because:

       I cannot again drive 900+ miles to return the vehicle.  It took everything I could do to make the initial trip and am such with the vehicle.  They have finally contacted me through a text, and I did return an email concerning my situation.  Since they should not have sent a vehicle out of their dealership with federal safety standards not functioning, the repairs should be fixed and that can be done at my location in ****** and not require a huge drive to take back to their dealership.  Still upsat they sent me on the road with the safety defects.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 04/05/2023

  We have several classes of vehicles at Twin Falls Subaru. One of those are as-is. We denote that classification on older or high mileage vehicles because we cannot stand behind them or guarantee their components. This particular vehicle was sold as an as-is car. They are typically priced well below the market as well. We have lots of vehicles with warranty on them that I would be happy to fix if a problem occurred during the first few months of ownership. Unfortunately this vehicle doesn't qualify. 

   

  That is why I offered to take the vehicle back for a full refund or an exchange for a different vehicle. 

   

  What is the estimate to repair the vehicle?

  Customer Answer

  Date: 04/08/2023

   
  Complaint: 19586580
  
  I cannot accept this reply.  Absolutely understand the "as is" part of the vehicle and accept all the problems that are associated with this vehicle.  I was provided a video of the vehicle which nicely left off the parts of the vehicle which has rusted and dented.  Very nice staying away from them.  I also understand that when I came to get the vehicle, I could have opted out of the purchase, but had already given the cashier's check to your people and committed my money to travel from Central ****** to get the vehicle.  Those funds are on me and I understand that.  I cannot afford to put another over $1000 into returning the vehicle as you suggest.  My biggest concern is that you sent me out in traffic with a federally required safety device ( air bag and tire sensor).  I have taken the vehicle to the Chevrolet Dealership her in ****, ** since there is presently no Cadillac Dealership here and this one was a past Cadillac dealership.  They cannot fix the airbag problem since GM no longer makes a replacement.  I don't know how the problem can get fixed and I bet your company found the same thing.  

   

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

• Initial Complaint

  Date:12/08/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 December 2 2022 I found a 2006 Dodge Durango at Subaru for $3,000 as is. There was minor cosmetic damage. A steering cover was missing and I was told by **** the salesman to get it from the junk yard. A dash light was on they did not know what it was. I asked what type of inspections they did on the vehicle and I was informed that they did an inspection and they changed the oil and checked all the fluids. I clarified their inspection found nothing wrong. I was told they did not see anything wrong. I purchase the vehicle and drove it home. Within about 40 minutes of driving the vehicle from the time I drove it off the lot the check engine light came on for error code related to the transmission. I called the dealership and talked to ****** to ask again about the check engine light coming on and they started telling me "what did I expect from a $3,000 vehicle?" and the only things they found wrong with the vehicle the transmission pan was leaking and the front sway bar bushings needed to be replaced. I asked why they did not tell me all of that when I purchased the vehicle "as is" so I could make an educational and informed decision if this vehicle was really what I wanted. They said the salesmans do not have access to the service information and there was no way for them to tell me. even though he was able to tell me over the phone in less than 5 minutes the list of things they found wrong. I am working on getting it into my mechanic to get the transmission taken care of and it will be in the shop which is what I was needing to avoid. I told the manager they were not doing a good job of earning my business with the way they handled this transaction. I was then informed that if I were to have purchased a more expensive vehicle they could earn my business. Before going to my mechanic I got a copy of the repair order and found more thinsg wrong. My mechanic found the transmission sealed with silicone which could cause more issues.

  Business Response

  Date: 12/08/2022

  I'd be happy to take the car back and refund your money. Please bring the vehicle back in the morning and speak to one of our sales managers.

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18545735
  
  I am rejecting this response because: I was told you would not take the vehicle back and I have already put money into it. So if I give it back I will loose out on money plus a vehice, To get a resolution is to simply pay for the repairs needed on the vehicle that were withheld from my knowledge before purchse.
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/19/2022

  I should have clarified that I would happily return the vehicle or exchange it for another vehicle on our lot or Twin Falls Chevrolets lot. Please bring in your receipt for the repairs that were done and we will add that to the value of the vehicle to apply towards a replacement. 

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18545735
  
  I am rejecting this response because: I have already returned the vehicle to your business and the only thing that was done was you paid off the loan that I took out for the vehicle. Nothing was said or asked how to help fix the issue or even about reimbursing me for my time and money I wasted in a vehicle that I coule not use. There was nothing else said or offered to help me. This was a very bad situation and nothing was done to change my mind. Thank you for taking a long time to even respond, it would have been nice when I took the vehicle back to be offered a reimbursement for what repairs I did make to the vehicle. But again that was not even offered to me when I took the vehicle back. I was treated very cold and like I was a bother when I brought the vehicle back in. Not a nice experience all the way around.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/23/2022

  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 vehicle from this dealership back in February of 2022. the dealership added a ton of extra services and protection onto the price/loan that I had not agreed to. I found out all this through my institution when I went in to setup a payment. I was advised to go back to the dealership and request a refund. I spoke with *************************** who had me sign paperwork and said they would submit the cancellations on my behalf and request a refund. I nor the institution never received a refund so I called the dealership in May and they notified me that the rep that had sold me these products and services was terminated and that the cancellation documents were never submitted. so I signed the documents again with ******* who assured me it would get done and refunded to my loan within a couple days. I went back to the dealership on September 10th and ******* told me that everything had been taken care of and wasn't sure why I wasn't refunded and said he tried emailing me but I never received any emails or calls and said the money will be mailed to the financial institution. he originally told me that I would have the refund within a couple days on my loan and now he is telling me that he mailed the check on September 21st 2022 and to give it a few days for mail to arrive and institution to apply the funds to the loan. I have requested to speak with the general manager multiple times and have not been given the option to speak with them. this issue has been going on for far too long(8 months) without a resolution and a lot of failed promises and lack of communication. I have also been paying a higher monthly payment to my loan including unnecessary interest. I am worried that the deadline to cancel the backend products through the 3rd party companies has passed and that this will not be resolved. the amount that needed to be refunded was $4,645.78. this is absolutely unacceptable and I was taken advantage of. I demand this be resolved immediately.

  Business Response

  Date: 09/26/2022

  Please see attachments for copies of the checks that were sent to ******************* financial institution for cancellation of products. The additional attachments show the full disclosure of all the product that **************** purchased with his acknowledgment on our product disclosure page. Each individual product also required acknowledgment and signatures from ****************. None of the products were sold without ******************** consent. The second attachment also shows the bank contract on the bottom of page one showing ******************** signature further acknowledging that GAP and Service contracts were optional and not required.

   

  Twin Falls Subaru has been in contact with ******************** spouse (verbally and via text message) per his request on the status of the cancellations throughout the cancellation process. Twin Falls Subaru tried to submit copies of cancelation confirmation to **************** only to have his email reject the email from us due to a full inbox in his email account. We were able to provide documentation to him in person at a later date. 

   

  Please note that the cancellation of these products won't result in a lower payment. It will only reduce the overall loan amount. 

   

  We apologize about the inconvenience in this matter. We feel that we have made the necessary steps to resolve this issue, please let us know if there is anything else we can do to make things right.  

   

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

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18121109
  

  Purchase of car at Twin Falls Subaru was February 8th 2022. Within that first week I followed up with my bank where we noticed there were charges that I was not aware of which I believe were not explained thoroughly by the sales agent or I would have not agreed to it. I then reached out to Twinfalls Subaru employee ***************************. I told **** about my concerns he said it was not okay for me to cancel the add ons, gap, and extended warranty which was poor customer service on his part to tell me I could not cancel those add ons . He did go on to send me the documents that were needed to cancel the add ons that were not wanted as you can see the dates on the attached screen shot of the email of February 12th 2022. Forms were filled out and emailed back. *** said on February 15 that it would take 120 days to get the refund check sent to my bank which would be June 15 th 2022 . We followed up with Twin Falls Subaru around early July and was told *** was no longer with the company and that a message would be left and did not hear back from anyone. I called a couple more times and never would get a call back but told someone was working on it. I live a couple hours away from Twin Falls so I took the day off in August to go in person where I signed papers for the cancelation once again. I worked with ****** who told me it would be a couple days and the refund check would be sent to my bank. After two weeks I followed up with my bank and they said they had not received anything. I then had my wife call Twin Fall Subaru Sept 15th asking to find out what the hold up was. She left messages with the front desk for ****** a couple times but he was always with a customer or not in the office and we would never get a call back. My wife finally called on a day where ****** was available and he told her that he would look into it but again no call back. My wife then asked to speak to general manager who we were told is ********* who noted everything down and said he would talk to ****** in the morning and would get back to me. Again no call back. I had to call and leave messasges with the secretary a couple more times. I never got to speak to ********* the general manager again but got ahold of ****** again who said they were figuring out where the money was so they could send a check and he gave me his cell number. I called that cell number the following day and did not reach ****** nor got a call back again. I called again after 4 days and reached ****** and he said they were sending the check to my bank and that was on Sept. 23rd . That was 14 days ago and my bank has still not received anything. Also the refund amount that was stated is pro-rated from that date in August which is not correct because I requested and signed papers with *************************** back in February within the week of first getting my car. 
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/13/2022

  We took into account that the customer requested to have the coverages canceled right away. The two checks sent to the bank total $5126. This total matches the original purchase price of the items that were provided in an earlier attachment. These were not prorated, they were the full amount. The items that were canceled were the *********************** Contract and GAP coverage. There are two coverages that are not able to be canceled as they were a product that was applied to the vehicle.