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.

close

Find a Location

Subaru of America, Inc. has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:11/23/2024

  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 Subaru Ascent vin# ***************** with a 36k 36 month *********** 25k miles and 35ish months, still under warranty, the car started having issues with the front suspension. The local dealership did not have available appointments due to covid issues. At 30k miles and 45ish months, I was able to get an emergency appointment. The mileage was still thousands of miles under warranty, and the delay in time was due to local service center staffing. They confirmed that the struts needed to be replaced at 30k miles - struts should last 100k miles. I then weeks attempting to contact them to get a response numerous times on how they would rectify it. I finally heard back that they would only partially cover the $1300 fix, because the car had 40k miles on it, which is outside the 36k mile warranty. The car does not have 40k miles on it - the notes of 30k miles is from the dealership file. Many months later, the car is still below the 36k mile warranty. There is dealer notice about the suspension issues, but theyre not doing a recall. So their excuses for not covering under warranty are a lie their own dealership confirms (the car is under warranty mileage) and the it being passed warranty is their own manufacturing not having service appointments due to covid. Ive also wasted hours on the phone. This is my 4th and final Subaru.

  Business Response

  Date: 11/27/2024

  Thank you so much for making us aware of these concerns. I am so sorry for the frustration that has been caused in this situation. I will review further to see how we can financially assist and solve this situation. I will have a further update to share on 12/4. Thank you.

  Customer Answer

  Date: 11/27/2024

  
  Complaint: 22596139
  
  I am rejecting this response because:
  Its pending more information from them. They should cover it in full.
  
  
  Regards,
  
  ***** *****

  Business Response

  Date: 12/16/2024

  I wanted to advise that we are covering the cost of repairs for the customer in full. Thank you.

  Customer Answer

  Date: 12/16/2024

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

• Initial Complaint

  Date:11/21/2024

  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.

  I just purchased a new 2024 Subaru WRX. I had it for 3 months and it was side swiped. It is in a body shop waiting in back ordered parts for over a month with no ETA. I have reached out to Subaru and opened a case that has gone now where. Its ridiculous that they wont make replacement parts readily. The car has not even had its first oil change and is just sitting at a body shop.

  Business Response

  Date: 11/23/2024

  Good Afternoon BBB of **********,

  Subaru of America, Inc. is in receipt of the complaint filed by Mr. ****** ********. We are very sorry that Mr. ******** is being affected by the nationwide parts delay which is out of our control. This has impacted several industries, with the automotive industry being no exception. I would be happy to continue working with Mr. ******** in attempt to obtain the needed part(s) however, we apologize that we cannot guarantee assistance. Please let me know if you have any questions. 

  Kind regards,

  *****
  Senior Advocate Specialist
  Subaru of America, Inc.
  Customer Advocacy Department
  
  

   

  Customer Answer

  Date: 11/25/2024

  
  Complaint: 22586854
  
  I am rejecting this response because:
  
  This needs to get escalated. There should be a law about this. What are people supposed to do?  We cant buy another vehicle. We cant get rid of the damaged one because its stuck in limbo. We cant drive the vehicle we are paying for and having to pay insurance!! Even put me in a loaner!    We have nothing to drive because the auto industry is playing BS games with people. Covid is over and done. Sick of hearing that non sense. Take a part off a new car or off the assembly line. Or at this point give me a new one. Or buy back the damaged one that has no *** on parts!!  At the least make it so I dont have to pay payments until it is done so I can afford to buy another one and sell this when its done. I have already paid for mine and it was a big deal!!!  This is ludicrous. Wait how many unknown months and having to pay for the car and the insurance for something I cant even drive or repair do to your auto company.  The reason I bought a new car was to not have to worry about problems arising. Not that if something happens you get a no *** on the part to fix it and a Sorry There are no options here. But something has to be done. If I lose my job because I cant get my car or another I will have to sue. Im at wits end. 
  
  Regards,
  
  ****** ********

  Business Response

  Date: 12/07/2024

  Good Afternoon BBB of **********,

  I am happy to report that we have been successful in escalating the part delay and the final part is en route to ********** Subaru. I have informed the customer of this via email. Please let me know if you have any questions. 

  Kind regards,

  *****
  Senior Advocate Specialist
  Subaru of America, Inc.
  Customer Advocacy Department

• Initial Complaint

  Date:11/20/2024

  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.

  MySubaru app that we paid for services quit working Saturday 11/16/24. I submitted a ticket on Sunday 11/17/24. Per Subaru policy they are to reach out to you within two business days. I’ve now gone 3 business days without communication from the specialist working in the case. I’ve asked to speak to a supervisor numerous times and I’ve been told I cannot speak to one to resolve my issues that it’s required 2 business days for them to review my issue. I am now out 5 days for a service I paid for for a year and that I’ve had since I got the car back in 2020 and now all of sudden it doesn’t work. I’m trying to get peacefully get this resolved but it does not seem the folks are Subaru MySubaru customer advocacy want to help.

  Business Response

  Date: 11/27/2024

  I hope this message finds you well! I wanted to make the BBB and the customer aware that the IT concern has been resolved and we have issued 3 years of Starlink services as goodwill.

  Please let us know if there are any more concerns or questions, thank you!

  Customer Answer

  Date: 12/02/2024

  [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. It shouldn’t have had to get this far for someone at Subaru to take me seriously about my issue. Two full weeks just to get a call back was nuts. Glad this is finally resolved. 
  
  
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:11/20/2024

  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.

  Attached is the contract showing I was within the original factory period when the car was purchased. This is erroneous that the period expired four days prior. Regardless, this is a sad answer for a customer to miss this period by four days, never be informed by the selling dealer, then not be offered the opportunity to buy coverage from the manufacturer on a used vehicle I paid almost 40k for. ******* Subaru had and has every reason to not inform me, as they can then try to upsell me on an inferior product, which they absolutely did. Please rectify this situation so we can continue to patronize this brand in good conscience. I simply want the opportunity to buy the coverage through Subaru that shouldve been offered during the original sale, so I can have piece of mind on a car I intend on keeping forever. Being offered a chance to buy an aftermarket product that is inferior, from a business (*******) I know to be unethical is hardly a consolation. It would be easy for Subaru to give me the standard answer in this situation, and leave me feeling worthless as a customer. My hope is that will not be the case. Thank you for taking the time to read this and consider this situation.

  Business Response

  Date: 11/22/2024

  Good Afternoon BBB of **********,

  Subaru of America is in receipt of the complaint set forth by Mr. ***** ****** in regard to his request to be given the opportunity to purchase a Subaru Added Security Plan which would extend the warranty of his vehicle. To provide clarification regarding the eligibility time period of any Subaru vehicle, the warranty start date would begin on the date a vehicle is first purchased. In this case the vehicle in question was purchased by the original owner on 6/23/2020. In order for a customer to be eligible to purchase a ********************** Plan, the vehicle must be under 3 years old, and the mileage must be under ******. This would put the closing date of eligibility to purchase a Subaru Added Security Plan for the vehicle in question at 6/23/2023, providing the mileage is also under ******. We appreciate Mr. ******** position in stating that he purchased his vehicle on 6/17/2023 however, Subaru of America was first notified of this concern by Mr. ****** on 11/18/2024 and on 11/20/2024, a customer advocate explained that it would not be possible to add a Subaru Added Security Plan for the vehicle in question. My apologies for this experience. Please let me know if I can be of any further assistance. 

  Kind regards,

  *****
  Senior Advocate Specialist
  Subaru of America, Inc.
  Customer Advocacy Department
  

  Customer Answer

  Date: 11/23/2024

  
  Complaint: 22582903
  
  I am rejecting this response because:
  
  While I am aware of the policy and understand the explanation, I would disagree and insist that the coverage be made available as the communication with the dealership was in this case unethical and misleading. I would be willing to have the car inspected by Subaru, and have read of other instances of exceptions being made in situations like this. As I stated all I want is the opportunity to purchase the coverage I was never offered before the date had elapsed. Even though Subaru of America was not made aware of this issue immediately, the dealership certainly was; and I pleaded with them at that time to find me some coverage through Subaru that existed. They simply lied to me. The apology from Subaru is simply insufficient as a response for this. Subaru needs to do something tangible to help in this case. Thank you.

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

  Business Response

  Date: 12/07/2024

  Greetings BBB of **********,

  While we understand and empathize with Mr. ******** sentiments, we regret that adding a Subaru Added Security Plan to Mr. ******** vehicle would not be possible under any circumstances. We appreciate Mr. ****** bringing this experience to our attention and have documented his feedback. 

  Kind regards,

  *****
  Senior Advocate Specialist
  Subaru of America, Inc.
  Customer Advocacy Department

   

• Initial Complaint

  Date:11/18/2024

  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 originally contacted Subaru of America (SOA) on September 30 regarding issues I had with my local Subaru dealership. The hatch of my vehicle had been serviced at the dealership multiple times under warranty and was never fixed properly. The hatch continues to worsen in its functionality. At the time it had been two weeks since the dealership manager was supposed to reach out and failed to do so. I reached out to SOA for help mediating this situation as my warranty is now over as of April and it is clear the hatch needs serious repairs that should have been identified and fixed under warranty. At this point in time I have called SOA nine times and sent two emails. Each time I call I am given the same scripted message that "no one is available to talk to you, but they will call you, most likely today, but definitely within 48 hours". I was promised on four phone calls that four different managers were alerted to my case and would be contacting me and my case was flagged high priority. I have received zero calls from any managers, zero email responses, and only one phone call from my case specialist, **** G, over the last 7 weeks. One customer service representative told me she was a terrier and that she would be all over this and make sure I would get help. Another told me he was ex-military and that he was extremely organized and diligent and would not leave me hanging either. I have not heard from either one of them since these claims were made. At this point my vehicle is now stuck at the dealership awaiting parts to be ordered for a two week repair to replace the entire hatch costing an estimated $3,000. I am awaiting for any team member at *** to acknowledge me in any capacity at this point to approve the Goodwill coverage they promised to pay for my hatch repair, but I cannot proceed with the repair until they contact me with the details of this as the dealership will not cover the costs. I am unsure how it is acceptable for **** G to not respond to me.

  Business Response

  Date: 11/25/2024

  Thank you so much for making us aware of this concern. I would love to dive deeper into this and see what the hold up has been with the case. I will connect with the retailer and verify the repairs as well as review for goodwill. I will have a full update after the holiday but will connect with you on the phone on 11/26 to touch base further.

  Thank you,

  Customer Answer

  Date: 12/03/2024

  
  Complaint: 22574278
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ******** ****

• Initial Complaint

  Date:11/15/2024

  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.

  On November 3, 2024 my battery died while I was driving my 2020 Subaru Outback in the middle of traffic. The battery issue was subject to a recent class action settlement. On November 4, 2024 I called Subaru of America and opened a case about the incident. The case was assigned to a specialist named "****". I was told **** would be in touch within 2 business days. I called again on Friday, November 8, 2024 and I was told **** was unavailable. I was also told the case was being expedited due to the lack of response and that I would hear from **** by Monday. On Wednesday, November 13, 2024 I called again and was again told that **** was unavailable. I was also told that his manager would be notified and that **** would get back to me within 2 business days.On Friday, November 15, 2024 I called and I was told **** was unavailable. I was told that the customer service representative's manager would reach out to ****** manager. I have been waiting to speak to **** for 2 weeks. Meanwhile, I am driving a vehicle that could break down again and cause serious harm if the proper repairs aren't made to prevent it from happening. I am just trying to get **** to return my calls.

  Business Response

  Date: 11/18/2024

  Good afternoon,

  Subaru of America contacted ******** ****** on November 18th and offered her a reimbursement of $443.92 for the battery repair as a one-time goodwill gesture.

  Thanks,

  Tamika 

  Subaru of America, Inc.

  Senior Advocate, Owner's Solutions

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

  Customer Answer

  Date: 12/03/2024

  Yes, my complaint (Complaint ID: ********* with Subaru of America is resolved. Thank you.

   

  
  
  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:11/13/2024

  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 new 2024 Subaru Outback in January 2024. I started experiencing problems with the vehicle in July 2024. 7/30 - brought the car to Groove Subaru in ********* ** because the radio had been emitting sound inconsistently for several days (sound coming in and out, breaking up during drives) but as of that morning there was no sound. Upon picking up the vehicle I was told a system update was done and the radio was repaired. When I attempted to use the radio it was not. The service department consulted with Subaru resulting in a warranty claim to replace the car's Head Unit. This service could not be performed until 8/13 due to Subaru of America's (SOA) delay in sending a Head Unit. This repair lasted a few days. When sound stopped I contacted SOA requesting they open a case and expedite any needed parts. SOA sent a new radio and service was completed on 8/21. On 9/5 the *** port stopped working due to an "internal short" (another warranty claim) On 9/23 the ******** system stopped working, another warranty claim & another service appointment on 9/26. Throughout this experience I expressed my concerns to SOA about the pattern of failures, my fear of additional failures and my safety when driving the vehicle. I asked "when is a car is considered a lemon?" SOA (***** (assigned to my case), her supervisor, any supervisor have not responded to my question. I called or emailed on 8/20, 26, 27; 9/6, 9, 11, 13, 20, 23, 24, 25, 10/8, 17, 11/12. NO returned calls. I have been told each time I call that my concern is noted, ***** or a supervisor are unavailable, but and I will receive a return call in 24 hours. This has never occurred. I believe SOA has no intent to return my calls. My Case # is in Tracking Number box. BBB has my permission to receive a copy of my interactions with SOA which have been recorded. On 11/12 I requested a transcript of my case and give permission for SOA to release a copy to the BBB if needed.

  Business Response

  Date: 11/25/2024

  Good afternoon,

  Subaru of America, Inc. offered Ms. ********** a vehicle repurchase, and we are working on locating a replacement vehicle.

  Kind regards,

  ****** *.

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

  Customer Answer

  Date: 11/26/2024

  
  Complaint: 22552562
  
  I am rejecting this response because: Let me clarify that I am accepting the fact that Subaru has offered to repurchase the vehicle and if this occurs I will be very happy. To date my interactions with ******/Subaru Advocate have been very cordial and she has followed through on all she has agreed to do. This is much appreciated given that my numerous attempts to work with the previous advocate and ******************** were unsuccessful and in my opinion unethical and dangerous given the potential that a vehicle malfunction could change or end a life.

  There is still information that I am unclear about - this includes 1) I do not know how much will the replacement vehicle will cost me, 2) it is unclear if I will be able to get the same vehicle and what I may have to compromise on since I can't order the 24 model I had purchased and that the color I chose is not one I see on the road very often, and 3) I am unclear what each of our responsibilities are in this transfer process. I am assuming that I will get more information as this process moves forward and my hope is that Subaru is being genuine and will honor its commitment. I am feeling more positive that this will be the case but I am disappointed that SOA essentially lied and ignored my concerns and requests for information from August 2024 until I forwarded my complaint to BBB. Given my previous relationship with the Subaru corporation and longtime comfort with my previous vehicle this has been a bitter pill to swallow. Given these reservations ,while I am hopeful SOA will honor its responsibility to this purchaser of its product, I will need to see this process to the end before I can say "I accept."

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

  Business Response

  Date: 12/13/2024

  I received your response but was unable to figure out how to respond to it through the complaint management system. 

  
  

  I wanted to clarify that Subaru of America has offered to replace my current car (the one I listed in the original complaint) and we are in the process of completing that. They have offered me a new car which is a model year 2025 since they are no longer producing 2024. I have been working with Senior Customer Advocacy Specialist ****** ******. She can be reached at *************************. My case number is 240813-1901326. My experience to date has been positive and I am hopeful it will continue to be so. I have been told that the new vehicle will arrive in early January 2025. 

  
  

  I can't say why SOA has not reached out to you but I did want to clarify that they have been working with me. This was also noted in the feedback I gave to BBB about 2 weeks ago. At that time I did not want to close the case because a replacement vehicle hadn't been identified yet and I did not know the costs I would incur for the replacement vehicle. Since I sent BBB my response I have been informed of my usage fee for the current vehicle which felt very reasonable to me especially since SOA only charged me a usage fee for the first 6000 miles that I used the car before the warranty repairs were needed as well as the balance of my responsibility for the vehicle. I have been given credit for my down payment and all loan payments made to date. Additionally, SOA has waived the difference in cost between the 2024 model and the 2025. 

  
  

  I would like to keep this case open at this time. I am hopeful that SOA will follow through on their commitment to me and if that does occur I think it is important to reflect that in the case outcome. 

  Customer Answer

  Date: 12/13/2024

  [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. They have offered to replace my vehicle with a similar vehicle and have identified a vehicle that is due to arrive at my location in early January 2025. I have been working with an advocate who appears to be working on my behalf to resolve my concerns due to the numerous warrant issues that have had to be addressed since July 2024. 

  (Note that the response you are referencing was in fact an email that I sent not Subaru of America.)
  
  Regards,
  
  ******* **********

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 a 2007 Subaru Outback with VIN: *****************. I'm the original owner of this car.The entire dash of this vehicle has been excessively sticky for many years (started around 2016), and is now causing an unsafe glare on the front window...even though Subaru claims this isn't a safety issue.After some research, this was a know manufacturing defect with Subaru's from this era. The glue they used for the dash seeps through to the surface of the dash. Apparently, Subaru was authorizing repairs for this but they stopped them around 2017. Here's the letter regarding this issue: *************************************************************** issue is that I never received any notification that I could bring the vehicle in for repair. I've been registered with Subaru for many years to get notices, and I've had this vehicle to my local Subaru dealership during this time...at no time was I notified that this was a covered repair issue.I feel that Subaru intentionally neglected to notify me (and other owners) of this issue to avoid having to complete the repair, thus avoiding any costs.Due to not being notified of this manufacturing defect, I would like Subaru to honor this repair because this issue has now become unsafe.

  Business Response

  Date: 11/13/2024

  Good morning. After further review of this case and your request, SOA would not be in a position to provide any assistance towards the cost of the dashboard repairs. The warranty extension for this vehicle regarding the dashboard went into effect on 2/22/2016 and expired on 6/29/2017. With the vehicle now being well over 7 years past the warranty, unfortunately there would be no assistance to be provided at this time. 

  Customer Answer

  Date: 11/13/2024

  
  Complaint: 22544149
  
  I am rejecting this response because:
  
  SOA never contacted me during the warranty period to give me an opportunity to bring this safety issue in for repair.
  
  Regards,
  
  ****** *********

• Initial Complaint

  Date:11/09/2024

  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.

  Repeatedly receiving postal mail at my home for ***** ****** who has never lived at my address. Called company 09-11-2024 and was told the mailings would stop. Mailings continued. Called company again on 10-03-2024. Was told there was a case number of ******-******* and that they would 'look into it'. Mailings have continued with yet another one 11-09-2024. It should not be this hard to stop getting mail for someone who has never lived at my address.

  Business Response

  Date: 11/11/2024

  Thank you for bringing your concerns to our attention. We are very sorry to hear that you are still having incorrect mail sent to your location. Please note, Subaru of America has made sure all our records are updated properly. The mail being received is specific to the retailer, McLaughlin Subaru. As a courtesy, we have contacted the management team at McLaughlin Subaru to request assistance with this concern. They have confirmed and corrected the error. Again, we are sorry for any inconvenience and hope this has resolved your concern.

  Customer Answer

  Date: 11/11/2024

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

  
  
  I contacted McLaughlin Subaru first and they said they had no control over any of the mailings and that I had to contact the corporate office. Sounds more like neither wants to take responsibility.
  
  
  
  
  
  Regards,
  
  
  
  **** *********

• Initial Complaint

  Date:11/05/2024

  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.

  Hello and thank you for considering this complaint. I own a 2017 Subaru Crosstrek with approx.20,400 miles. This vehicle was purchased new, VIN: ***************** When driving recently the key became stuck in the ignition. I spoke with Subaru of America regarding a possible extended warranty I heard about in a Subaru online forum. I was only told to speak with my dealership. Subaru forums noted this repair would cost between $600 and $1000. I decided to repair my own vehicle which cost me $56.29 in Subaru parts and 5.5 hours of my time following the Subaru service manual. Afterwards, I learned of a letter that Subaru failed to send to me extending the warranty for this problem to 8 years. I submitted a reimbursement claim for the parts only ($56.29) and it was declined for failing to submit a Repair Order from a dealership. I have a right to repair my own vehicle and now I find that Subaru would have covered this repair under a secret warranty. Letters were apparently sent to numerous customers covering the CTV Parking Brake Switch, but countless customers including myself were not notified. The least that Subaru of America can do is to cover the cost of the Subaru parts I purchased considering they failed to advise me of the extended warranty. Near as I can tell these extended warranty letters were sent out in 2021. Why were some customers excluded? Thanks again for considering this complaint.

  Business Response

  Date: 11/12/2024

  Good Afternoon BBB of New Jersey,

  I am in receipt of the complaint filed b* *** ****** ***** in regard to his 2017 Subaru Crosstrek  pertaining to the CVT Park Switch Extended Warranty. I do see that a letter informing *** ***** of the extended warranty was sent in a bulk mailing that occurred November, 2021. Seeing that *** ***** did not receive this communication, I would be happy to further review for reimbursement. I will contact *** ***** directly. Please let me know if you have any questions. 

  Kind regards,

  Tania
  Senior Advocate Specialist
  Subaru of America, Inc.
  Customer Advocacy Department
  
  

  Customer Answer

  Date: 11/12/2024

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