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:09/26/2024

  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 took my 2016 Subaru ********* to Sunset Subaru on June 12th and left it for ac repair (ac would stop blowing cold air intermittently). They also told me it needed brake repair and picked it up on June 14th, ac worked about 15 minutes on my way home and started doing the same as before (would not blow cold air).$1731.24 refund - for non repair of ac

  

  Business Response

  Date: 09/26/2024

  We are sorry the initial repair did not completely fix Ms. ****** A/C issue completely, however we feel a complete refund is not warranted. In the uploaded Repair Orders, our technician found the A/C condenser, Bad O-Rings at the compressor and a bad expansion valve. We did not include the compressor initially, as the technician took the approach of replacing the parts he visually identified and confirmed thru testing as having failed and replaced them with authorization from the customer. After completing the initial repair and verifying the A/C was working the technician did not test the compressor as the technician saw the A/C was functioning and did not want to recommend additional expense of a compressor if the system was now functional. Unfortunately as Ms **** stated, the repair only lasted a short time because the compressor was also in need of replacement (Which we confirmed on her return visit) and she subsequently replaced elsewhere. 

  While we wish the 1st repair had completely taken care of the A/C issue, we do stand behind that those other parts needed to be replaced. Had the second repair shop just done the compressor without replacing the leaking condensor, o-rings and expansion valve, Ms **** would have still needed to replace those parts otherwise the system would have leaked and not fixed her issue completely either. 

   

• Initial Complaint

  Date:05/02/2024

  Type:Delivery 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.

  My Wife and I leased a vehicle from Subaru Sunset Hills on March 31st 2024, We have no yet received delivery of such vehicle. We shouldn't be paying for a vehicle or insurance that we don't have possession of.

  

  Business Response

  Date: 07/19/2024

  This complaint has been settled with the customer. We reimbursed them both payments they made without the car in their possession, approved their other requests, and delivered their new car to them in the condition they expected. The customers told the sales consultant who delivered their car to them they are now satisfied. 

  Customer Answer

  Date: 07/22/2024

  Complaint: 21658277
  
  I am rejecting this response because:
  Just as I received a notice from the BBB - I also received a notice from the ***** the dealership must of given them my residential address as  the bank ***************** aka owner of car (the car is leased) and I was sent a notice to apply for title or would be fined.  Again this is most likely due to the incompetence of the dealership and again I am wasting my personal time because of there inadequacies.  I have leased previously in ******** with a different car and never had to deal with such incompetence.  I have tried to upload both sides to notice but was unable to do so through site
  
  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/22/2024

  Please find attached **************** record of Sale with the Missouri ****** In it you will see we listed ***** as the purchaser of the vehicle, **************** address which must be recorded per the D.O.R for personal property tax reasons. In addition please find a copy of **************** registration receipt, everything is filled in in compliance with the State and properly listed as a Lease. We are unaware of the notice ************ received and seems like a error on the state's behalf, as his vehicle has been titled. We would be happy to help ************ clear this up with the state, but he has not contacted the dealership since he received his vehicle. 

   

   

   

• Initial Complaint

  Date:06/14/2023

  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.

  In November of 2022 I purchased a clutch and assembly for my car. 12 weeks later it still wasn’t driving right. I brought it to them. I was told it was fine. Now I need to replace it again. They accept no responsibility.

  

  Business Response

  Date: 07/03/2023

  Mr. ***** came in on 11/15/2022 and had concern that his clutch was skipping at 48972 miles. It was out of factory warranty and we provided him an estimate and he paid for it. On 03/07/2023 at 62185 miles he came in and had concern that his clutch is not feeling right , it feels too hard to him when shifting gears. I personally wrote the ticket up and had our main team lead tech inspect it and drive it and he found it to be well within factory specs. Then 06/12/2023 11638 miles later he came in and drove into our service department with a complaint that his clutch was burnt and it was. We found that the clutch was misused and that is the reason why he needed a new clutch again. Clutch itself was not a factory defect, it was due to user error, We provided him an estimate on 06/14/2023 of about a $2800.00 estimate for the new clutch and he was very upset. I told him that I would reach out to Subaru and see if I could get any assistance from them. Very next day on 06/15/2023 I called him and told him that we would cover part which was half of cost and he would only be responsible for labor no more than $1500.00. He was very happy with the outcome and approved the repair. 

• Initial Complaint

  Date:01/20/2023

  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.

  On 12.16.22 I went to Sunset Hills Subaru to get an oil change and tire rotation. A few weeks following the oil change I noticed a large oil leak from the car on the floor of my garage. I took the vehicle back to Sunset Hills Subaru and they determined the oil leak was caused by an over tightened drain plug. I had another dealer inspect the car to make sure no other damage occurred to the drain plug threads/oil pan, or driving with low oil. I asked Sunset Hills Subaru to reimburse for the expense of having another Subaru dealer inspect the car, which they agreed to do and I appreciate that. I also asked that my service on 12.16.22 that caused all of this be reimbursed but they are not willing to do so. **** the ******* ******* from Sunset Hills Subaru stated he could not refund the service from 12.16.22 because I needed an oil change. Yes, I did need an oil change but I did not need oil leaking from my car and all over my property. I am not satisfied with the service I received on 12.16.22 and all the problems that resulted from it. The time I spent cleaning up the oil leak in my garage far surpasses the invoice from 12.16.22. I have reached out to ****, the ******* ******* of Sunset Hills Subaru, but he has not responded to my messages. I spoke to **** once on the phone and he was concerned. **** asked if **** offered to have someone clean up the oil in my garage, I told him no and **** said he wanted to make sure I was taken care of. Nothing ever came of that and have had zero correspondence or follow up from him. I have a permanent oil stain on my garage floor, no fault of mine but because of the service received from Sunset Hills Subaru on 12.16.22. I am asking to be reimbursed for the $597.40 out of pocket expense with the other dealer ***** the ** suggested I get a borescope done), Sunset Hills Subaru has said they will send a check for this, and also the $125.73 from the 12.16.22 service that caused all of this, **** has told me he will not refund that.

  

  Business Response

  Date: 02/08/2023

  I received an email from the customer about the issue he was having originally with the vehicle.  There is an oil change and the crush gasket was pinched and failed.  It caused the minor oil leak he had and the service department asked him to come in and get it fixed.  Customer was concerned about further damage about vehicle being run on low oil and I said we can inspect the vehicle here at our charge.  He wanted to take it elsewhere and we agreed to pay for it.  I received word from him on Jan. 13th and he went to one of our competitors at **** ****.  At that time he requested it to be paid.  We reimbursed him $597.40 which is what I agreed to over the phone.  The check was issued on Jan. 19th.  He cashed the check on Jan. 23 before that I had ******* ******* call him up and told him that we were not inclined to pay for the additional oil change.  He mentioned the oil change on his garage floor.  We offered to come out and clean it up and he said no.  This is when we agreed borescope and pay for the other oil change.  

  Customer Answer

  Date: 02/08/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Sunset Hills Subaru did not offer to come clean the oil leak in my garage, that is an outright lie. The ******* ******* wanted to detail my car and give me a free oil change, he never asked to come clean my garage, and **** the ****** ******* even asked me if anyone offered. I want the initial service I paid for refunded that caused an oil leak all over my garage. I took the car elsewhere because **** was very “salesey” and pushy and blew off my concerns, I have zero trust in them or ****. I will challenge with my credit card company, no big deal. 
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 02/13/2023

  Im really not wanting to get into a he said she said with Mr. *******. When I asked if we offered to send someone out to his residence to clean the Oil, Mr. ******* said No, and he really didnt want that as he really just wanted to bring his car somewhere else for peace of mind that no damage has occured and have it inspected, which we agreed to do and we did and have the cancelled check to show this. He inquired about extended warranty's and we said we would sell him one at our cost if he wanted one and he said he would think about it. He states this numerous times in the email thread, that he uploaded, that he wanted to either have his oil change refunded OR have the car inspected and the service repeated at another dealership. We agreed to his request to give him peace of mind and paid for a Borescope and another oil change, which proved that his engine had zero damage. It was only when Mr. ******* filed his receipt to be reimbursed for his inspection and service at **** **** subaru that he made a additional request to have his original bill reimbursed, plus the reimbursement for his bill at **** ****. We declined this as it wasnt what we agreed too, and while we could have said at the begining that we would reimburse his roughly $120 after redid his service at our shop, we took the more expensive route and had his vehicle borescoped and paid to have his oil changed unnecessarily for a 3rd time to give him peace of mind.  

  I apologize again that my technician made a error and over tightened the drain plug and tore the crush gasket, but feel we have proved that this error has resulted in zero long term effects and filled the request he initially asked for from us. 

   

  Customer Answer

  Date: 02/15/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  We are obviously at a disagreement. I feel that the initial service should be refunded and Sunset Hills Subaru doesn’t. Your technician overtightened the drain plug causing oil to leak out of the vehicle and on my garage floor. The initial visit to Sunset Hills Subaru caused this, I did not. Obviously not much quality control if a technician doesn’t notice oil leaking when they damage the drain plug ring. I had to start a case with Subaru of America as ****, the ******* *******, pushed back on having the car looked at by another local dealer. It took a phone call from a customer advocate to Sunset Hills Subaru to have **** call me and agree to go another dealer. Again, this was caused by Sunset Hills Subaru not myself. Your unwillingness to refund the service that started all of this shows why I wanted a second opinion from another dealer. Not the best way to represent the Subaru brand, it certainly displays that you don’t care about your customers.
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *******