Complaints

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

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• 

  Subaru of America, Inc.

  1 Subaru Dr Camden, NJ 08103-2204

• 

  Subaru of America Columbus Zone Office

  565 Metro Pl S Ste 150 Dublin, OH 43017

• 

  Subaru of America Training Center

  350 Cramer Creek Ct Dublin, OH 43017

• 

  Subaru of America

  500 Park Blvd Ste 255C Itasca, IL 60143-3126

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:01/11/2023

  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 have filed a claim with Subaru advocacy on 12/30/22 to lemon law my 2021 Subaru Ascent. I have yet to have to hear back from anyone. I have called multiple times (01/07/2023, 01/09/2023, 01/10/23 and 01/11/2023). I have had multiple issues with my vehicle. My vehicle has only ****** miles and this will be the second time that something connected to the transmission has gone wrong. This time it almost left me, my 1 year old and 3 year old stranded on the interstate in the dark on the night before new years eve. I am scared to drive this vehicle as it is our primary vehicle and scared this will happen again. The part needed to fix my vehicle is now on back order with no ETA. Subaru claims to have the safest and most reliable cars on the road unfortunately that has not been the case with this vehicle. I purchased this car to have a reliable and safe car for my children. I have owned ****** and a ***** and NEVER had the issues I am currently dealing with. I have asked for Subaru to exchange this vehicle with a reliable one but have yet to hear back from anyone. I understand lemons happen but I expected better care from Subaru in handling this situation.

  Business Response

  Date: 01/17/2023

  The customer was contacted by phone to discuss her concerns. The vehicle is being repaired by the Subaru retailer under warranty. The case is currently under further review to further address the customer's concerns.

  Customer Answer

  Date: 01/21/2023

  
  Complaint: 18721852
  
  I am rejecting this response because:this case has not come to a resolution. Went to pick up my vehicle today and still having issues had to take it right back to the dealership. 

  The resolution for this case would be a new car without problems that will not leave me and my young children stranded or get killed. I have lost all confidence in this vehicle being safe or reliable. Pretty disappointed in Subaru and how SOA has handled my case. 
  
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:01/05/2023

  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 own a Subaru outback 2015 that is having excessive oil consumption. It has ****** miles, but the problem started over a year ago around ****** miles. Subaru of America is only offering a $1,500 partial goodwill assistance toward the $5,500 repair cost, claiming it is outside the warranty of 5 years or ****** miles.There was a class action law suit made in the past against Subaru for excessive oil consumption but not on 2015 outback. They refuse to acknowledge they have an oil consumption issue with their 2.5L engines. It is not normal to have excessive oil consumption with a relatively low mileage.I want them to bear the full cost repair. Thank you.

  Business Response

  Date: 01/09/2023

  Hi, 

  We were in receipt of the BBB communication regarding *************************** 2016 Outback. 

  
  I left ******* a voicemail and sent him an email today 1/9, to let him know that we were in receipt of his BBB complaint.  I advised that he is welcome to reach me via phone or email moving forward to further discuss the case.  I let him know that I will try him by phone again on Tuesday 1/10.

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

  Senior Customer Advocacy Specialist

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

  Customer Answer

  Date: 01/25/2023

  
  Complaint: 18692589
  
  I am rejecting this response because:

  I just wanted to give you an update on the case. I had few email communications back and forth with Subaru of America. They still stand by their previous decision, that the vehicle is out of warranty and there is no coverage. They still offer a partial goodwill assistance of $1,500. toward the $5,500 repair cost which for me is not acceptable. They claim that the vehicle was not serviced properly in order to deny coverage, since they don't have any record at the Subaru. We service the car outside the dealership. 

  You can close the case, but put a note that it is not to my satisfaction.

  
  
  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:01/04/2023

  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 contacted Subaru to address an issue last year. A rep contacted me on 11/1/22, requesting additional info, which I provided that same day. The rep's ***** said he would look into the matter and that it could take 7 days for him to review it. I never heard back from him. Then, I received an survey ***** from Subaru on 11/25/22, asking about my experience as if the case was considered closed. So, I *****ed the rep on that same day to ask for an update. Again, I never heard back from him. I decided to be patient in relation to winter holidays, but I never ever heard back from him. On 12/28/22, I called his number and left him a voic***** asking for an update. I never heard back from him. The rep's name is ******, and my case # is 221016-1900079. This is extremely unprofessional. I've exclusively purchased Subaru cars since ****, but now I am considering to never purchase Subaru moving forward after this horrible treatment by Subaru. As for the issue that I was trying to address, long story short, my Subaru came with a defective part, which killed my original battery. On top of it, a Subaru dealership misdiagnosed the issue, and then charged me for a labor and a new battery. Since this was a damage caused by the defective part (publicly acknowledged by Subaru in their recall), I shouldn't have been charged for it. It is not OK to completely ignore a customer to avoid taking responsibility.

  Business Response

  Date: 01/17/2023

  Dear ********,

  
  We are so sorry to hear of the concerns you have had with your Subaru dealer and previous inquiry request. This is definitely not the experience we want for our Subaru owners. One of our Senior Customer Advocates will be reaching out to you shortly to see how we can best resolve this concern for you. Again, thank you so much for your patience. We look forward to resolving this concern. 

  Customer Answer

  Date: 01/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. Subaru's senior customer advocate indeed did reach out and took an appropriate corrective action.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/03/2023

  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 brought my vehicle in to Continental Subaru of *********, ** in September due to a broken heater. The part was ordered and I was continually told by Continental Subaru from September - December that the part would be here within two weeks. I was eventually told the part was released to ship but hadn't shipped from Subaru of America and there was no estimated date of arrival. Currently I have an 2019 Subaru ********* Sport that is not safe to drive in ****** due to inability to defrost the vehicle and provide any heat and protection from the elements.I contacted Subaru of America and was told they would be in contact with their parts department to have a better estimated date of shipment. I was told I would be contacted in 48h. I never received any follow up until I called again two weeks later. They then contacted me saying the parts had shipped and delivery was confirmed. I contacted my local Continental Subaru dealership who then said the parts had not arrived. They contacted Subaru of America who said they shipped the parts to ********, not AK, and that they had to file a claim due to the mistake and reorder the parts and now they are at the bottom of the waiting list for the part again. It has been 4 months waiting for the part and they estimated it would be just as long to get the part again due to this mistake.

  Business Response

  Date: 01/11/2023

  Hi, this customer's parts order was initially shipped to the incorrect retailer. However, this has been corrected and I have confirmed that the parts for this repair have been received today by the service team at the Subaru retailer.  I have reached out to the customer and left her both an email update and voicemail update on this matter.  I have also asked the customer to schedule an appointment at the retailer to get the repair completed as the customer currently has the vehicle. Once, a repair appointment has been scheduled, I will be following up with the service team to ensure the repair is completed quickly and will follow up with the customer to ensure proper operation.  Once proper operation has been confirmed post repair, I will also discuss compensation offers from Subaru of America with the customer. Thanks. 

• Initial Complaint

  Date:12/29/2022

  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.

  This is the second complaint filed on the same issue. Tried to work with Subaru to resolve the issues but constantly lied to and no communication. The ONLY Way I can get anyone to call me is to file a complaint. They promise they will call and they never do. I was told they would call on the 20th and here it is the 29th with still no communication on my clutch issues at ***** miles.

  Business Response

  Date: 12/30/2022

  I have called and left messages twice. Last one being 12/28.  I will reach out again today to try and resolve this matter.

• Initial Complaint

  Date:12/29/2022

  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 purchased a 2013 Subaru Forester -new in 2013. Recently in October 2022 I noticed that the oil seemed to be disappearing between oil changes. My husband added 2 quarts of oil, and again added oil 2 weeks later. My husband took to the internet to research the cause and found out that there was a class action lawsuit against Subaru for the defective engine using excessive oil consumption. On 11/1/22 I contacted SOA and was given a claim # and told to contact my local Subaru dealer to conduct an excessive oil consumption test which was started on 11/3/22 and concluded on 12/20/22 (we are retired) so it takes a while to travel the **** miles for the test and it failed. Contacted SOA and told info would be given to a specialist. Spoke to the specialist on 12/27/22 with no resolution to this issue. The extended warranty offered by the lawsuit has expired. I was also told that since the maintenance and oil changes were provided by my local mechanic that it was unacceptable since we do not know what fluids were used or if something transpired to cause any damage to the engine.I have all my records, have treated this car as my baby both mechanical wise, exterior/ *************. I stopped going to the local SOA dealership in 2019 because I was diagnosed with kidney *********** was easier to get the car serviced locally during this time & then COVID hit. I would have certainly had this issue taken care of if I was made aware of the lawsuit & this issue, I was in this car for the long haul, I expected more than the ******* miles that I got in 10 years. SOA wants you to purchase vehicles & have service at local dealerships to support the share the love events. This is great and should be done but such care & support should be given by SOA to those who have purchased a Subaru. So where is the ***************** to producing a product that the consumer can count on? I was quoted $8,000.00 to replace the short block. In this economy & retired it's impossible.

  Business Response

  Date: 01/04/2023

  we have contacted the customer and retaier, requested information and going to review for goodwill assistance with the customer

  Customer Answer

  Date: 01/16/2023

  Per our conversation earlier this morning, SOA has been in touch with me and has offered $5,000.00 toward the replacement of the short block in my 2013 Subaru Forester.

  I am currently working with Lancaster County Subaru manager ***************** to schedule an appointment to have the work completed.

  
  
  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.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:12/27/2022

  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 own a Subaru Forester Touring, 2020 model. I went to ******* Subaru in ********, ********* for a routine oil change. I arrived at 1:00 PM for my appointment. While waiting, they said the oil filter they put on was faulty and leaked oil all over the engine, so they needed time to clean things up. I was OK with this. They provided the oil change for free due to the wait time. I did not leave the shop until around 3:30 PM. I was OK with everything at this point until I got into the car and smelled how bad the oil burning in the engine was. I drove home and parked in my garage. Within 10 minutes, my smoke alarms were going off in the house (attached to the garage). I went in the garage and it was completely engulfed in smoke from the oil burning off of my engine. I quickly moved the car outside and let it sit out there. At this point, I can't even drive the car as it smells of burning oil in the cab. I would like restitution for a full cleaning of the air system, *********** and replacement of parts that are affected by the oil smell.

• Initial Complaint

  Date:12/27/2022

  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 bought a 2021 Subaru Impreza. I took it to the dealer for an oil change and received a complementary car wash. Ever since this occurred, my brakes squeak intermittently. I went back to the dealer along with a second dealer who both say there is nothing wrong with the brakes. I called customer service and received the messages from the call center case 221223-1600143 stating if the dealers find nothing no repairs could be made. I sent a video back and they stated we are not trained technicians but if the retailers found no issue nothing could be done which is true for any manufacturer.I can not believe I have to live with this and that Subaru is not only unwilling to resolve and they have untrained individuals at their call center. What was the point of me calling for help?I would like my brakes changed. I am more than happy to provide the video to anyone that would like to see it.

  Business Response

  Date: 01/09/2023

  reached out and spoke with the customer.  The customer had a diagnosis completed at two ********************** retailers who both stated that the vehicle is working to design

  the customer stated due to this, she will be getting the brakes replaced on her own and I advised the customer I will be in a position to reimburse her up to $500 dollars if the customer uses ********************** brakes for the replacement

• Initial Complaint

  Date:12/27/2022

  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.

  Hi Subaru, I was not able to login back on to my initial complaint on 11/4/2022 "problem with product/ services for 2013 Forester that has a 60k miles rod knock. We reject your answer. Please view my response below.Subaru response: Business response ?11/11/2022?"Dear ***********************,??Thank you so much for bringing this concern to us. I am so sorry for the experiences you have had with Subaru of America and understand the frustration that comes with engine concerns. Your vehicle did qualify for the oil consumption warranty extension. It provided an extra 36 months or 40,000-mile coverage, but the extended warranty expired on 2/6/2021....."Response: It is unreasonable for Subaru to expect people to bring their car to the dealership to have their oil change at such a "stealership price". We do our own change religiously at 3k miles and only use the car for daily errands as mentioned. Simply saying Subaru quality and customer service is so poor that they can not even support to help a customer with a ********************** that has been mostly garaged. Due to Subaru slow response on BBB, Subaru of ******* force our hand and made us pay for repairs. Without warning their customer rep associate who was on vacation for 2 weeks came back and told me to either start paying 100 per day or initiate the fix. Our hand are tied and forced to pay, we are now in process of getting the car fix at ~6k. At this point Subaru is taking advantage of the situation since our car is broken on their lot while Subaru of America delays their customer service and responsibility. We would like for Subaru to be accountable for their engine and cover this fix.You mentioned to contact you, but I am also tired of "waiting on the line" for someone to pick up the phone at Subaru of America to be yelled at, miss guided, lied too, and wasting my time. Because based on my many conversation so far, you simply keep dodging all the questions and liability that Subaru should have for its customer.

  Business Response

  Date: 01/05/2023

  Hello BBB,

  I have contacted this customer and left a voicemail with my direct phone number to discuss their complaint.

  
  

  
  

  I have verified that their total repair cost is estimated at $16,000 and that a district manager from Subaru of America will be covering 50% of that cost as a gesture of goodwill from Subaru of America.

  
  

  
  

  If you have any questions, please let me know.

  Best,

  *****

  Customer Answer

  Date: 01/07/2023

  
  Complaint: 18645425
  
  I am rejecting this response because:
  
  Hi *****,
  50% of 16K is still a lot of money and unreasonable to pay for a manufacture defect from Subaru, in fact as the previous response admitted " Subaru admitted fault for the oil starvation". Please keep in mind, the car that is getting fixed is a car that is not driven a lot at all, it has been only used for local grocery runs. So now you are telling me that because we didn't use the car enough, and the warranty times out Subaru leaves the customer high and dry? That not right. ********************** should still own up to fixing 100% of it because the car millage (63k miles) is extremely low for a 2013.
  Giving a 50% off a ridiculously high fixing price is not good will it still robbing people blind and forcing people to pay a $100 lot fee or get the car fix is now forcedly robbing people. In addition, the fact that we got penalized for not using Subaru service for oil change is not realistic at all. People do not want to continue paying hundreds of dollars to Subaru for an oil change when they can do it at home/ take it to a shop for a fraction of the cost with the same quality. 
  It has officially been 3 months since we dropped off the car for Subaru to provide "great" customer service. But all we had was 3 month of poor service and threats.
  As mentioned we continue with the car to get fixed because we would be force to pay 100 a day if we didn't. Now that the car is almost done we got a message that the new engine block installed is FAULTY AND HAS A "SUSPICIOUS" SOUND AGAIN. Just as mentioned Subaru engine quality continues to be faulty just as the original one.
  We would like for Subaru to own up to their warranty and take 100% of the responsibility.
  
  Regards,
  
  **** & ****

  Business Response

  Date: 01/09/2023

  Hello BBB,

  We have reviewed this case further and the vehicle is outside of warranty coverage at this time. As a gesture of goodwill given the customer's situation, our district manager has offered to contribute 50% of the repair cost.

  
  

  Please let me know if you have any questions.

  Best,

  *****

• Initial Complaint

  Date:12/21/2022

  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.

  My car (2017 Subaru Outback) had a CVT transmission replaced by an authorized dealer on 03/23/2021 at ****** miles, which comes with a 2year 24,000 replacement warranty. The transmission started failing within the warranty period+mileage, however when I brought my concern to Marin Subaru (SOA authorized dealer) on 9/19/2022, they misdiagnosed and dismissed it as not an issue. A couple of months later I decided to take it to a different dealer - Serramonte Subaru, where they acknowledged the transmission is failing and needs to be replaced. However the car has passed the warranty mileage by 66 miles, and SOA declined to cover the repair under the above mentioned warranty (SOA Case # ******-0001598).My demand is that SOA complies with the terms of their warranty coverage and covers the transmission repairs, because the issue came to existence before expiration of the warranty.

  Business Response

  Date: 01/12/2023

  Dear ***************************************,
  
  We are contacting you regarding BBB Complaint # ********.
  
  Thank you for the opportunity to respond to your inquiry.
  
  After review, our records indicate that when you brought your vehicle to Marin Subaru on 9/19/2022, your Subaru was inspected and there was no problem found with your vehicle at that time.
  
  The concern with the transmission in your Subaru was later confirmed by a different Subaru retailer when your vehicle was outside of the warranty period.
  
  As the concern was diagnosed outside of the warranty period,the concern would not be a warranty concern, but would be a customer pay repair.
  
  If you have any questions, please feel free to contact Subaru of America, Inc. at ************
  
  Thank you.
  
  Subaru of America, Inc.

  Customer Answer

  Date: 01/12/2023

  
  Complaint: 18622628
  
  I am rejecting this response because:
  
  The issue with the transmission was the same both visits, it occurred well within the warranty period. Marin Subaru misdiagnosed and dismissed my concerns instead of addressing them directly. They also didnt allow me to show the issue directly to the technician. I went to Serramonte Subaru because ***** didnt address the issue, and it was still there. I showed Serramonte the symptoms, and they did the proper checks (beyond checking whether there was an error code), like measuring slip, various speed and gears etc. Its not my fault that ***** advisor was clueless and couldnt communicate properly with the technician, and would not let me either.
  
  Regards,
  
  ***************************************

  Business Response

  Date: 01/17/2023

  Dear ***************************************,
  
  We are contacting you regarding BBB Complaint # ********.
  
  Thank you for the opportunity to respond to your inquiry.
  
  After review, our records indicate that when you brought your vehicle to Marin Subaru on 9/19/2022, your Subaru was inspected and there was no problem found with your vehicle at that time.
  
  The concern with the transmission in your Subaru was later confirmed by a different Subaru retailer when your vehicle was outside of the warranty period.
  
  As the concern was diagnosed outside of the warranty period, the concern would not be a warranty concern, but would be a customer pay repair.
  
  If you have any questions, please feel free to contact Subaru of America, Inc. at ************
  
  Thank you.
  
  Subaru of America, Inc.