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:04/23/2025

  Type:Sales and Advertising 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 3-25-25, I purchased a blue Subaru Impreza from Autobarn Subaru of Countryside with a $3000 down payment on my credit card and $28,042.28 financed. I expected this dealership to provide me with a vehicle that would give me dependable transportation and service for at least the next 15 years. I am ******************************************************* until I am too old to drive. My dispute with Autobarn of Countryside is they knew this vehicle had a lower than average suspension but failed to disclose that to me. I cannot park this vehicle in my inclined garage. I returned the vehicle to Autobarn on 4-1-25, but they have refused to accept the vehicle as returned. They currently have possession of the vehicle. ***, the head manager of Autobarn, suggested an outside mechanic to raise the suspension or to put bigger wheels on the Impreza from a different vehicle. Both these suggestions would put me and my family's safety & lives at risk. Therefore I rejected these "solutions to help me". No Subaru dealership will raise the suspension because they admit doing so would make the vehicle dangerous to drive. An outside mechanic would cost me $2000 out of pocket and be a violation of the warranty on the car. Also when I looked up the **** on this Impreza, I found the **** website reported this car had "8 sales found" as of 3-27-25. This vehicle was advertised as a brand new 2024 Subaru Impreza, but the reality is there were 8 sales found for this vehicle's **** two days after I bought it. The vehicle was manufactured in October of 2024. I believe there were owners before me who returned the vehicle to Autobarn, who in turn sold it to me as if it was new. I desire a FLAT CANCELLATION of the entire deal of the 2024 Impreza. I want my $3000 refunded to my credit card and the financed $28,042.28 amount to be FLAT CANCELLED. If punitive damages can be awarded, I feel I should be awarded this car gratis. The salesman, ****** ****** revealed my credit score is 817. ****** deal

  Business Response

  Date: 04/25/2025

  To Whom It May Concern,
  Id like to take a moment to address the concerns raised by Ms. ***** and clarify several important points regarding her recent purchase.
  At the time of sale, there was no mention of concerns related to ground clearance or her specific garage setup, nor was any request made to evaluate the vehicle in that context prior to delivery. While we strive to match each customer with a vehicle that suits their general driving needs, a dealership cannot know every individuals daily terrain, garage access, or parking conditions unless those details are explicitly provided.
  Shortly after delivery, Ms. ***** informed us that the vehicle scraped upon entering her garage and acknowledged that some damage had occurred. Later,she stated that the vehicle was returned in perfect condition after 164 miles of use. Please note: once a new vehicle has been driven, especially with mileage added and damage reported, it cannot be returned or resold as new.
  Regarding Ms. *****s concern that the vehicle had been previously sold multiple times: this appears to stem from a misunderstanding of a VINCheck document, which reflects routine activity such as dealer trades, title creation, and manufacturer or service updates not prior ownership. We have provided documentation, including the original Certificate of Origin, clearly confirming that Ms. ***** is the first registered owner of this vehicle.The vehicle was obtained via a dealer trade from another authorized Subaru dealership a standard and transparent industry practice.
  In terms of ground clearance, the 2024 Subaru Impreza offers approximately 5.1 to 5.3 inches, comparable to or slightly higher than other sedans and hatchbacks in its class. For example, the ***** Civic and ****** Corolla typically offer between 4.9 and 5.3 inches of clearance.The Impreza does not feature a lower-than-average suspension. Sport trims are even designed with slightly raised suspension to better handle varied road conditions.
  Its important to recognize that no dealership or manufacturer can guarantee how a vehicle will perform in every specific parking scenario, garage entry, or residential terrain. These variables are unique to each consumer and fall outside of our responsibility unless disclosed prior to sale. That said,we remain committed to assisting where possible, including offering model alternatives where appropriate.
  
  Current Status:
  At this time, Ms. ***** has contested her $3,000 down payment and has abandoned her new vehicle at our dealership. After multiple attempts to contact her, she declined communication. Upon returning, she demanded that we accept the vehicle back and issue a full refund of her down payment. When questioned about the damage, she denied responsibility.
  Please be advised that the vehicle now has 164 miles and confirmed physical damage. In addition, we have already processed her license plates,title paperwork, and submitted payment for Illinois state taxes. Her assertion of "deceptive practices" is both unfounded and personally offensive,as we have conducted this transaction with full transparency and integrity from the outset.
  We are seeking guidance on how to proceed, as we are currently in possession of a damaged, titled vehicle with miles, and an active chargeback has been initiated by the customer.
  Sincerely,
  **** ******
  
  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23240898
  
  I am rejecting this response because: I NEVER said I damaged this vehicle. I said I DID NOT DAMAGE this vehicle. I asked *** on the day I returned this vehicle to check to the vehicle to confirm that I was returning the car undamaged and in good condition and to sign, along with me, a letter in agreement. He refused to do this. Had he complied, we would not be having this problem now. The photos sent to me of the "damage" was not commensurate with that of a vehicle going up an incline to a garage, which would have caused scratching facing toward the front and back of the vehicle, not from side to side as was depicted in the photos sent to me. If my garage entrance was responsible for damage, there would have been one long scratch underneath, stretching from the front of the vehicle to the middle of the vehicle; where I pulled up to the incline, heard the scratching, then pulled down from the incline. This was not the case. This damage was not caused by me.Think about it: if I am driving a car up an incline to my garage, the scratch would be going in the direction I was driving. Your photos PROVE I DID NOT CAUSE THIS DAMAGE.
  
  Sincerely,
  
  **** Godly

  Business Response

  Date: 04/30/2025

  Dear Ms. *************** you for your recent communication regarding the 2024 Subaru Impreza you purchased on March 25, 2025. We appreciate the opportunity to address your concerns and provide clarification.
  In your email dated March 28, 2025, you stated:
  The car is so low that it cannot handle speed bumps or inclines without the bottom of the car having impact. As a result, I cannot park the 2024 Subaru Impreza that I purchased on 3-25-25 in my garage.
  Based on this statement, it appears you attempted to drive the vehicle into your garage and encountered clearance issues that caused the underside of the vehicle to make contact with the ground or incline. While we understand your frustration, this contact constitutes use-related impact, which likely occurred after delivery and may be classified as damage.
  It is important to note that such impactregardless of intentcan affect both the condition of the vehicle and the applicability of any return or exchange considerations. No clearance concerns were raised prior to purchase,and the 2024 Subaru Impreza meets all manufacturer specifications for ground clearance. In fact, it offers higher clearance than many sedans and hatchbacks in its class.
  For your reference, we have attached photos of the vehicles undercarriage, with yellow tape indicating the area of damage, as well as an image of the garage incline. This type of damage is consistent with impact from speed bumps or steep inclines. Please also note that it is not customary for the dealership to assume responsibility for individual parking conditions or property-related access limitations.
  That said, we are more than happy to explore a potential trade-in toward a vehicle better suited to your specific driving environment. An SUV, for example, may offer the clearance needed for your garage setup. We do want to be transparent that taxes and registration were processed immediately upon sale,and due to the current condition of the vehicle, it would now be considered used, which may affect its trade-in value.
  We remain committed to working with you toward a reasonable solution. If you would like to schedule an inspection or discuss trade-in options, we would be happy to assist.
  Please let us know how you wish to proceed.
  Sincerely,

  **** ******

  Owner

  
  

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23240898
  
  I am rejecting this response because: You stated no clearance issues where expressed before purchase. If I am purchasing a new vehicle, it is expected that it is in new condition. Subaru of Countryside has not given me any videos or photos of the underside of the vehicle on the date I purchased it to establish the condition of the vehicle when I bought it. The vehicle had been test driven by other consumers before me. It has been in the service area, it has been hoisted up.This "damage" could have occurred before I purchased the vehicle or after I returned the vehicle. In order to pinpoint when the damage was done, where is the video or photos of the underside of the vehicle on 3-25-25? I have no problem being responsible for anything I do, but I want to be sure I am not being used as a scapegoat for what someone else has done.
  
  Sincerely,
  
  **** Godly

  Business Response

  Date: 05/02/2025

   

  Ms. Godly,

  The damage to the vehicle is fully consistent with your description of attempting to park it in your garage. I want to be absolutely clear: you explicitly acknowledged scraping the vehicle.
  Furthermore, we previously agreed to take the vehicle back on the condition that you cover the cost of the damage you caused.

  You test drove the vehicle, agreed to purchase it, and put over 164 miles on it before deciding it was not compatible with your parking situation.
  You then entered my ********************* and demanded he sign a letter. When he declined and asked to discuss the matter with you, you placed the keys on his desk and left, effectively abandoning the vehicle at my dealership. You have since stopped payment on your $3,000 **** down payment. You have ignored all attempts weve made to contact you and have questioned the integrity of my business, despite admitting the vehicle scrapes over the speed bumps and garage entrance where you park.
  I have been in business for over 35 years and have never encountered a situation like this. I trust you will honor your agreement by either picking up your vehicle and paying the $3,000 down payment, or by reimbursing my business for the damage incurred while the vehicle was in your care.

   

  **** ******

  Owner

  
  

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23240898
  
  I am rejecting this response because: It was not true when you said I was confusing the *** # report. You said it was dealership sales. Actually, Autobarn Subaru of Countryside sold ME this same vehicle last year. I returned it for the same reason as this time. When I purchased this vehicle on March 25th, it was the second time you sold it to me. 
  
  Sincerely,
  
  **** Godly

  Business Response

  Date: 05/07/2025

  Dear Ms. *********** want to respectfully clarify that your statement, "Actually,Autobarn Subaru of Countryside sold ME this same vehicle last year. I returned it for the same reason as this time. When I purchased this vehicle on March 25th, it was the second time you sold it to me," is incorrect.
  Our recordsand the attached Carfax reportclearly show that you did not previously purchase this vehicle, nor have you made any prior purchases from our dealership.
  I have made every effort to assist you with your concerns and have provided all available documentation to support the vehicles history. That said, I must address that the accusations being made are both unfounded and inappropriate.
  At this time, I ask that you make arrangements to retrieve your vehicle no later than May 10, 2025. If the vehicle is not picked up by that date, we will begin assessing a daily storage fee of $25.00.
  Please confirm your pickup plans at your earliest convenience so we may bring this matter to a professional resolution.
  Sincerely,

  **** ******

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

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23240898
  
  I am rejecting this response because: This vehicle was previously sold to me last year. I have contacted the credit card company to retrieve the transaction that shows the down payment  amount that I disputed at that time. I purchased this car last year. I took note of the date it was manufactured which was October of 2024. Hormis was the salesman. I remember referring to the description paper on the window having a $500 amount for a full tank of gas. After I commented on the extreme price for that, Hormis tore the description paper from the window and said it was an error. He then stated he couldn't put the description paper in the glove compartment, but would have the manager, *** put it in there. I kept the car for 8 days after trying to return it since the 2nd day. *** finally agreed to take it back by the 8th day. He told me to destroy all the papers I had regarding the purchase and that he would clear the information out of the system in the office. He told me if the down payment had been charged to my card, it would be refunded and as of now this purchase never took place. I was so glad to settle the dispute, that I did shred all the contracts involved as he said. I called my credit card company that had credited me the $3000 down payment until they could investigate, and I told them I had settled the dispute and the investigation was no longer needed. So they told me if I wanted a record of the $3000 to appear on my statement, I would have to buy something else that month on my credit card, otherwise the $3000 would not show on my statement. Since the down payment remained the only charge on my credit card that month and it was retracted, I don't have it on my credit card statement from last year, but the credit card company said they would keep a record of it filed in their dispute archives. I forgot about this and went on with my life until I made this purchase on March 25th and the same thing happened again which brought back memories of last year. This year, I noticed the other new cars had description list on the windows. I asked where was the one for this car. Hormis told me, it must be in the glove compartment. That's exactly where it was. Coincidence? No! Last year, I didn't sign all the papers the finance guy presented to me; only the ones that were mandatory for the sale. This time I signed all the papers he presented to me. I think that is essential. That made it easier for me last year versus this year. This is an example of telling the truth with very little to prove it, but that doesn't make it any less than the truth. I cannot make it to Countryside by the 10th to pick up that car. I cannot drive 2 cars. I would have to have someone to come with me to drive the other car. The record shows I pay my bills. I didn't get a credit score of 817 by buying something and not paying for it. I have integrity. I am telling the truth about everything. When people are in the sales profession, there is a fine line between deceit and truth. If I ran a business, I would put my customers first, before my profits.
  If a customer brought something back that didn't satisfy them, especially within a few days, I would take it back and give them a refund. In the long run, that customer would buy something from me and refer others that would buy something from me. I would make more money in the end. The facts are, I signed the papers, so I am obligated to the deal. I will say it again: impact and damage are two different words, with 2 different meanings. I DID NOT DAMAGE THE CAR. Other people have driven this car besides me. Damage could have been done by anyone who handled the car. I BOUGHT THIS SAME CAR LAST YEAR. I remember. The only proof I have is the transaction filed in the dispute archives of my credit card company. I have asked them to retrieve it. I have talked to my lawyer and he informed me no law exists that requires a dealership to take back a car once purchased. It's the dealers choice. I used to be in sales myself as a insurance agent and a real estate agent. I am glad I left. It is not uncommon for management to encourage things I don't feel comfortable with, such as, the temptation to withhold pertinent information that might prevent a sale or say it is the customer's fault if they don't ask the right questions to get the information you know they need to make the right decisions etc. It takes a certain type of character to be in the sales profession.
  Sincerely,
  
  **** Godly

• Initial Complaint

  Date:07/18/2024

  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 canceled my ************* and they were suppose to issued a Refund. They gave me paperwork for the refund and after I wait over 2 months I never got the refund. I called multiple times to speak with the finance department but they just say they will call you back and they never call

  Customer Answer

  Date: 07/18/2024

  I canceled my ************* on 05/13/2024 and they were suppose to issued a Refund. They gave me paperwork for the refund and after I wait over 2 months I never got the refund. I called multiple times to speak with the finance department but they just say they will call you back and they never call
  

   

  Contract number: FSN6477477
  Cancellation date: 5/13/24
  Cancellation miles: X
  Estimated refund: $901.88

  Business Response

  Date: 07/23/2024

  To Whom It May ***************************************** purchased a 2024 Subaru Ascent from The Autobarn Subaru on February 8th,2024.
  Included in Mr. ********* finance agreement with ********* was a USW Gap policy in the amount of $995.00.
  
  ******************* requested a Gap Cancellation on May 13th 2024 with *** our finance manager.
  
  ******************** stated that his vehicle was sold to Cavana and that the lien with ************** was paid off.
  The Autobarn Subarus policy is to obtain a lien satisfied letter prior to remitting payment. 
  We were unable to verify the vehicle was paid off with ************** and in turn remitted the payment to said financial institution.  Enclosed please find a copy of check number ***** and the overnight shipping label. 
  
  I am sorry for all confusion with reference to Mr. ********* experience.   I have put in the system a free oil change for Mr. ********* 2024 Ascent.
  
  Sincerely,
  *********************
  
  

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22008020
  
  I am rejecting this response because:

  I was waiting for the refund to reflect before we paid of the vehicle and it never came and still hasnt came. The vehicle is fully paid off. I just need my refund to be processed quickly. Over 2 months to process a simple refund ridiculous. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/24/2024

  To Whom It May ******************* Finanacial is unable to provide The Autoabarn with information about ************************ account.  

  Can ******************** please provide proof of payoff so that we can rectify the situation by stopping payment on the check previously sent to Ally and overnight a check made payable to *********************************.

   

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

• Initial Complaint

  Date:09/27/2022

  Type:Sales and Advertising 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.

  Sept. 19th, I used the "buy online" option on their site to purchase a vehicle. Filled out finance paperwork which led to hard inquiries on my credit, fully under the impression it was being sold to me if I was approved. I was approved, 3 separate salespeople confirmed and set an appointment, Sept. 22nd at 2pm, for the rest of the paperwork to be done and down payment be made. When I reached out that day, they informed me someone else bought the car. Leaving me with 15 hard inquiries on my credit and no car. Seems they broke a clear agreement, or at the very least, use the "buy online" option fraudulently.

  Business Response

  Date: 09/28/2022

  To Whom It May **************** am sorry **************** was under the impression he purchased a vehicle through his inquiries.  Attached please Document 1 & 2 Outlining the process to reserve an inbound vehicle.  **************** did not visit the dealership to go over the vehicle details and pricing.

  In addition, **************** did not commit to a reservation through signing a document and leaving a deposit.    The third document outlines why **************** was contacted by a second representative.  The system does not understand that **************** and **************** is one in the same.  The third representative was a manager following up to the situation and offer further help.

   

  The multiple credit inquiries were initiated by *****************  He in fact used our online tool to submit multiple inquiries on his own.  This tool requires the Customer to Accept and Authorize the submission of their information.

   

  Please let me know how you would like me to proceed.

   

  Sincerely,

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

  Dealer

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

• Initial Complaint

  Date:09/23/2022

  Type:Sales and Advertising 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 May 02, 2022 I purchased a 2017 Subaru Crosstrek from The Autobarn Subaru of Countryside. The dealership provided me a copy of the Carfax Vehicle History Report. On May 23, 2022 after putting an additional 217 miles on the vehicle, I returned to Subaru because I heard grinding and squealing sounds from the brakes. I was told that the brakes were rusted and it was recommended that I replace them because the problem would get worse. Out of concern for my safety, I had the brakes and pads replaced for $932.00. At the time I was really upset that I was responsible for paying the cost of replacement since I had just purchased the vehicle from Subaru three weeks earlier. I went into Subaru for another issue with car and, because that experience made me suspicious, I decided to follow up on my previous brakes issues. I spoke with a manager named ****** and recounted the experience. After consulting with the sales department, ****** told me that Subaru could not refund the money I had spent on the brakes. But, they could provide two free oil changes valued at $200.00. I expressed concern about Subaru's questionable business practices and was assured that nothing unethical had occurred. Yet, ****** was unable to locate the pre-sale service document that would provide details on the brakes' conditions prior to my purchase. ****** told me that they wanted to keep me as a customer, but they have lost me. If they will honor their word about the two oil changes, I will get those done but I will not get my car serviced there unless it is covered under the car's extended warranty. I have no intention of spending another dime at the Autobarn Subaru of Countryside. But I would like to get my $932.00 back. I had the car for three weeks and drove it 217 miles and needed to replace the brakes. And the pre-sale service report is somehow missing. Interesting.

  Business Response

  Date: 09/26/2022

  To Whom It May **************** have spoken with ********************** and apologized for confusion about her brakes.  The Autobarn will reimburse the $932.40 for the brakes replaced in May 2022.  The Vehicle did not require new brakes at the time they were replaced.  There was a break down in our communication.   We will use this as a training exercise in the future.

  Sorry for the inconvenience.

   

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