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:03/21/2025

  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 March 8, 2024, I was talked into purchasing a 3-year/36,000-mile maintenance plan for $1,145. Since then, I havent used the plan even once. I typically drive only about ***** miles per year, and I was later advised that, given my low mileage, I do not need maintenance nearly as frequentlymaking this plan an ill fit for my needs. I also came to realize that the plan was significantly overpriced for just six maintenance services.Given this, I reached out to my dealer, *****, to discuss canceling the plan. She agreed it made sense and said she would submit a cancellation request. However, I was informed today that Subaru finalized my cancellation with only a partial refund of $719.25, citing that Ive had the plan for a year and driven ***** mileseven though I havent used a single service.I was never clearly informed that canceling would result in a deducted refund, especially given that no services were rendered. ***** insisted that she mentioned "Well submit a cancellation request and see what they prorate based on time," but this statement lacked transparency and did not adequately prepare me for a deduction of over $400. When I asked for clarification, she repeatedly stated that the decision was up to Subaru and that she couldnt provide any certainty. I asked to speak directly with someone in charge or with Subaru, but she refused, which only added to my frustration. As a customer, I feel I was not properly informed and that communication throughout this process has been unclear and inefficient. It feels deeply unfair to lose such a large portion of my money for a service I never usedespecially without proper disclosure. This experience has left me with the impression that Subaru's maintenance plans are more focused on profit than on providing value or clarity to customers. Terrible experience with **********************.

  Business Response

  Date: 04/24/2025

  Grand Subaru has sent a check to the customer in the full amount of $1,145 as requested on this day, April 24th, 2025.  Any questions contact **** ****** at ************.  Thanks.

• Initial Complaint

  Date:10/24/2023

  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.

  Bought a used Subaru Impreza on 10/20/23. **** went fine up until the last 30 seconds when salesperson handed me ONE key to the car. I asked where all of the other keys were. He said most used cars only come with ONE key. I do not believe this. I bought a used Subaru in 2019 and got 3 keys. 2 regular and one valet key. We all know how expensive these keys are. Why wasn't this discussed up front? So we could negotiate this cost into the price of the car? This was very unethical because the cost is so high to replace a key. So now we only have ONE key to this car and know it will cost between $300-400 to buy a new one. The sales person told us there are no more keys, even after we called him back afterwards. I would like to get a replacement key from the dealership as this seemed a very unhanded practice.

  Business Response

  Date: 11/20/2023

  It is our store policy to sell our PreOwned Vehicles with the amount of keys that we have.  We do not disclose any amount of keys that any vehicle comes with when advertising.

  Business Response

  Date: 11/21/2023

  We are not giving the customer another key.  That bought the car as it was represented.

• Initial Complaint

  Date:03/25/2023

  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 bought a new Subaru Crosstrek on 2/23/23 at Grand Subaro, 125 W Grand Ave in *********** , **. The total including warranties was $35,520. The salesperson was no truthful during the interaction. He sold me ****** warranties for the windshield, the maintenance, and for interior/ exterior coverage. He offered, one option for $5,000 for 4 years and one for $7,000 for 7 years. Days later when I had a chance to review all the paperwork, I called him because the coverage brochures were confusing, with no details about the length of coverage. I told him that I wanted to cancel the windshield one, as it was described on the brochure. He then told me that the warranties were in fact for the life of the car, except for the maintenance, 3 years. He didn't say that at the time of the sale. I insisted on cancelling the windshield one but he wouldn't do it. The other issue was with the finance manager. I told him from the get go that I didn't want the extended vehicle service contract. But then he said that the interest rate could change depending on whether I buy the extended warranty or not. I that time I felt compelled to buy it. Days later I contacted the lender, ***** Auto Financing and ask them if it was the bank or the dealership who establishes the interest rate, and was told the it was the Bank. I called the dealership on 3/20/23 because I found out the the dealer had charged my credit card $500 twice for a payment that I made towards the price of the car. The bill of sale reflects one time credit for $500. I also wanted to talk to the finance manager about cancelling the warranty that I didn't want because of what the Bank told me and the Windshield because the salesperson misrepresent the facts. The lady who answer the phone said that she will rely the message to the finance manager. I also sent him an email with my concerns the same day, 3/20,23. So far he hasn't responded. I contacted the credit card issuer and they are now disputing the $500. Appreciate any help.

  Business Response

  Date: 04/17/2023

  I have reached out to ***** and we have reached an agreement.  Grand Subaru will be cancelling a product as well as giving him a cash reimbursement.  ***** is satisfied and everything will be processed today on our end.  Any questions call **** at ************.

  Customer Answer

  Date: 04/20/2023

   
  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. Business to credit my Subaru loan account in the amount of $1,450 and reimburse $750 my checking account as a result of agreement reached regarding the Windshield Protection warranty. So far none of this amounts have been received.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19853596
  
  I am rejecting this response because:
  

  Business to credit my Subaru loan account in the amount of $1,450 and reimburse $750 my checking account as a result of agreement reached regarding the Windshield Protection warranty. So far none of this amounts have been received.

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