ComplaintsforGerald Subaru of North Aurora

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is reference a 2012 Jeep Liberty with a purchased extended warranty that was purchased less than a year ago in July 2022. The Jeep was $8100 and the warranty was just over $3000. I had the car in for electrical called the shop numerous times to find out what was going on while the vehicle was there. ** left messages for the manager, the shop manager, one of the clerks running the shop customers, and contacted my salesman about it too. I didnt get ONE call from them after leaving numerous messages. Finally. They said it was ready, I picked it up the next day. It didnt start. Then they hit me with a diagnostic fee, which I battled as the extended warranty covered electrical. The battery was replaced eventually without cost after speaking with a manager there. Which should have been covered anyways. Now the heat went out brought it back they called me the same day said it was the coolant and they fixed the problem. I go to pick it up, its blowing cold, just like when I had dropped it off. Then I get a text from the shop saying I would owe $1600 and some change to have it fixed since it was the blower motor. Well, my warranty, which was purchased in July when I bought the car, covered the blower motor. So I call the dealership, the one kid says its ready to be picked up. Then the kid that was dealing with me got back to me saying it was covered but something changed and they said its not covered and hed get back to me. They figured it out, yet the car had been in the shop for 30 days I picked it up Tuesday Feb 28th. Saturday the engine light comes on. I was scheduled for an oil change at the *********** which I went to on lunch today. They told me the car was leaking oil, most likely the oil pan gasket. Now I have yet another appt the 13 to take it back in - which makes for 5 visits in under a year. I don't understand how they could not detect an oil leak after having my car for a month.

  

  Business response

  03/14/2023

    Our ** *********************** met with ******************** today at the dealership to go over everything with her.  Our apologies for the lack of communication throughout the repair process.  The Jeep was taken across the street to the Jeep dealership, which we don't own, for the repair, and the Jeep dealership had the vehicle almost 2 weeks to repair the vehicle--we did a poor job of communicating this and updating her!  Also, her extended service contract initially approved the repair, then the next day declined the repair as the coverages of her contract had changed on the failed component.  We had not experienced this before with NAE, the service contract provider.  We made a number of calls to the provider, and got the policy upgraded at no charge to the customer to again cover her repair.  Again, the communication could have been much better to *********************  After meeting with her today, our ** feels as though she feels much better and understands now, what happened.  The ** will be dealing with ******************** going forward whenever she needs anything.

  Customer response

  03/20/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 12th, I brought my car in to the service center. For about a month or so before the car began having an intermittent squeal, jump in RPMs and lurching issue. After inspecting the vehicle, the proposed repairs were to replace the air fuel sensor and CVT transmission service. I told them I didnt want to pay for something if it wasnt going to fix the problem and I was assured it would. I even asked if the transmission was failing because in my research the problem I was having was commonly associated with the Subaru CVT failing. I was told there is no slippage in the transmission and that the car was fixed and ready for pickup. The charges for the repairs were just shy of $1200. Upon picking up the car on the night of August 15th, I drove around the corner and the car began making the sound and lurching again. I immediately texted the service advisor the next morning and did not receive a response. The intermittent sound kept happening the 16th, 17th and the 18th I took off work because I was frustrated and upset about the car. I called and spoke with the manager, **** and asked for my money back and was told they couldnt give it to me but to bring the car back and he would do everything he could to make sure it was fixed. I dropped the car off that night and received a call on the 25th that they didnt hear the sound but I needed a new wheel bearing. I called ***************** three times but kept getting the runaround and he never called me back. The service advisor said I could come in and test drive the car with them but only before 3. I work and could not take another day off for this, I called **** again today with still no response so we had to pick up the car with the same problem. I have contacted a subaru specialist mechanic who assures me its the transmission like I suspected. I want my money back as I paid for a service to fix a problem and the problem was not fixed and now I need to pay someone else to actually fix it.

  

  Business response

  08/29/2022

  ******************* came in originally of the 12th of August, with a check engine light on, and a complaint of a squealing noise.  The check engine light was related to 2 error codes, and the air fuel sensor was replaced.  At the same time, a recommended service of the *** transmission was suggested as well, to which the customer ok'd.  **** services were done, and the squealing noise was not duplicated.  The technician also verified that there was no slipping of the transmission!  Customer then called back after picking up the vehicle, and said the squealing noise still was happening at different times; we told the customer to bring the car back in and we would look at again with her.  Instead, her husband brought the vehicle back in.  We asked him about the noise, to which he told the Service Manager that he has never heard the noise when he has been driving it!  Again, we were unable to duplicate any noise at all, after road testing the vehcile, and told the customer to pick up the car; as they were unable to come to road test the vehicle with a technician.  There was no charge for this service.

  We would be happy to road test the vehicle with the customer to try to duplicate the noise that neither we, nor her husband have heard.  At this time, there is no diagnosable problem with the *** transmission!

  Customer response

  08/30/2022

   
  Complaint: 17782898
  
  I am rejecting this response because: first of all, the check engine light was NOT on when I brought my car in either time. Furthermore, They told me I could come in and drive it with them but only before 3, I work and have 2 kids, including an infant so I cant drop everything to go in on their schedule so my husband brought in the car and picked it up. He told them he has heard the sound once but doesnt drive the car so hes not sure how many more times he would hear it if he did. The bottom line is how many times do I have to bring the car in for one problem? The second visit there was no charge but I shouldnt have had to bring it in a second time when I was assured paying almost $1200 the first time would have fixed it. They keep trying to tell me theres nothing wrong with my car but if there wasnt then it wouldnt be lurching forward and driving the way it is. I dont want to bring my car back to them as they cant be trusted. The only solution is for a refund of for the services on my initial visit because the services quoted did not in fact fix the car as promised  

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

  

  Business response

  09/07/2022

  The service that was done to the car is factory recommended for the transmission, and we have yet to duplicate the customers stated problem; nor has her husband experienced the issue.  As stated before, we verified that there is NO slippage in the transmission, and the service was needed.  We would be happy to try to have one of the techs or the manager stay to meet the customer; but we are unable to fix a problem when we can't duplicate the problem; 2 different times!!

  Customer response

  09/23/2022

   
  Complaint: 17782898
  
  I am rejecting this response because:I did not pay for the service because it was factory recommended maintenance. I paid for it because it was sold to me as the fix to the sound I was hearing with the car and that is also the way it is listed on the invoice. If it was just a maintenance item, I would not have paid for it. I paid for it because I was assured it would eliminate the sound, lurching and RPM jumps. However, even after paying for that and the O2 fuel sensor (also sold to me as a fix to the cars issue), the sound, lurching and RPM jumps remained, forcing me to bring it back and to have to bring it to another shop. I should have been told they were just maintenance suggestions and they didnt know if they would fix it. I even asked *****, the service agent and she assured me that these were the solutions. I paid to fix a problem and it was not fixed based on what I paid for, therefore I would like my money back. I do not have any trust in their service center anymore and reject the option of bringing it back a 3rd time for them to once again pretend there is nothing wrong with it.

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

• Initial Complaint

  04/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  2/19/22 Went in to see about returning leased vehicle. Asked what our options were. As we were contemplating on just turning in the vehicle. I feel that question was not fully addressed and pressured into purchasing the vehicle. My original signed lease stated the purchase price would be ******** plus 50 fee plus tax title license. Somehow the base purchase price was *********. When we questioned that amount all we were told was thats what they called and the payoff amount was . They said they dont know why but we would have to take it up with Chase. I filed a complaint with them as well they are currently working on however the payoff amount they received to satisfy the loan was NOT *********. Someone cheated me out of 2 grand looking to find out where the numbers came from and where that extra 2 grand went

  

  Business response

  04/06/2022

  We apologize to the ******.  I can not come up with any idea where the mistake occurred, nor where the selling price came from!??  ***********************, the ** of the Subaru store is reaching out to the ****** to cut them a check for the difference of the payoff and the price they were charged, asap.  Again, we apologize for the inconvenience.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Gerald Subaru because I got a letter from them stating that we know you filed bankruptcy but we can help. The letter stated we approve everyone. So I drove 2 hours away. I got a vehicle went home and 20 days later was told to bring vehicle back because my loan was denied so I need to bring vehicle back and get something different. So I went back got another new vehicle. Had it for 4 days and was told that I dont have a job and my loan was denied so bring vehicle back and come get my suburban that I had traded in. I want to let you know I do have a job and even had a letter from my employer stated that I work for them 40 plus hours a week. That didnt matter they said they couldnt help me even though the letter I had gotten says we approve everyone. So needless to say I made my third trip back to Aurora to take back the second vehicle and get my trade in, Once I got my vehicle I was told my old plates and registration had been destroyed so I will have to go order new plates and registration, I was not happy and I told Gerald I was not happy about having to go purchase plates. So they told me to send them the receipt and they would compensate me back. This was over a month ago and I still have not gotten the check to reimburse me. I have a paper trail from Gerald stating that they would pay me back. I even had one guy email me back and tell me that he personally delivered the check to the post office himself. But guess what I still havent gotten it and mail from Aurora to Peoria doesnt take 4 weeks, To top all that off I got another letter from them after buying 2 vehicles from them and getting denied, another letter came stating the same thing..., come in we approve everyone bad credit, no credit, bankruptcy, doesnt matter we work with everyone, So not only do they false advertise but they also lie about sending you compensation that you had delivered to the post office that some how i never got, I want my $60 back and no more letters

  

  Business response

  02/14/2022

    I apologize, the check request was NOT processed, for what reason I do not know.  I have the check already cut for the customer, and we are overnighting the check today to the ****** address.  Again, we are sorry something this simple was not handled in a timely fashion.  Please feel free to call me directly at ************ if you do not receive the check.  Thank you for your patience.  Deen Collins    Partner     Gerald **********

  Customer response

  02/15/2022

   
  Complaint: 16752240
  
  I am rejecting this response because: I want an explanation as to why ***************************** lied to me. If you read emails below, ******** states that he personally had delivered a check to the post office on his lunch break. Why did he tell me this and you are telling me that there was never a check cut. THAT IS A BOLD LIE FOR HIM TO TELL ME WHEN I HAVE AN EMAIL TRAIL OF EVERYTHING HE HAS SAID TO ME. I WANT TO KNOW WHY YOU ALLOW YOUR MANAGEMENT TO LIE TO CUSTOMERS!!!!!

  I DO STILL WANT MY MONEY REIMBURSED AND I WOULD LIIKE THE TRACKING NUMBER FOR IT AS WELL.

  On Mon, Jan 24, 2022 at 1:21 PM, *****************************
  

  <**************************************> wrote:
  

  I did it personally you should have soon.
  

  
  On Sat, Jan 22, 2022 at 11:50 AM, ***************************
  <********************> wrote:
  Did the check make it to the post office?
  
  On Thu, Jan 20, 2022 at 7:37 PM, *****************************
  <**************************************> wrote:

  
  They hadn't done it. It'll be in my mailbox first thing AM and I'll walk it into the post office myself on lunch 2mor. 

  ALSO MAKE SURE I AM OFF YOUR MAILING LIST!
  
  Sincerely,
  
  ***************************

  

  Business response

  02/28/2022

    I can't answer what happened to the money when *** said he handled it.  But yes, the customer was reimbursed with the check I overnighted, and the customer cashed the check on February 19th.  See attached

• Initial Complaint

  10/26/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We ordered a 2021 Subaru Forester in mid August. We (my wife and I) told the salesman the options and color we wished to have. We also agreed that the final price would be MSRP plus tax, title and licence.The car is finally being delivered on 10/28/21. However, Gerald Subaru added options and services we did not order. The price was increased to over $10,000. After a heated discussion, the dealer as still increased the price over the agreed upon MSRP. It should be noted that the dealer took our $500 deposit, yet refused to write up a sales contract, indicating Subaru would not allow it while assuring us it would honor our deal we had discussed.Note: Gerald Subaru was advertising Subaru Foresters at MSRP when we ordered our car. This is bait and switch.Dr. *******************

  

  Business response

  11/01/2021

    After a couple phone calls with the General Manager from the dealership, ***********************, the ***** came in and met with *****.  After looking at the Forester that we had gotten in for them, they decided to upgrade to a higher trim model, and order a new Forester.  After the entire situation, the ****** left the dealership happy, and with a newly ordered Forester.  We appreciate the ***************************** and giving us the opportunity to again earn their business!  We apologize for the original misunderstanding.

  Customer response

  11/01/2021

   
  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. We are looking forward to the arrival of our new car!
  
  Sincerely,
  
  *******************

*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. ↩