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Business Profile

Car Dealers

Subaru of Clear Lake

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/16/2025

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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.
    We purchased a vehicle and paid approximately $1000 for a windshield protection product.

    We recently discovered there is no proof this product was ever applied to the vehicle. When we asked for documentation, the dealership claimed it was lost due to a "system update". However, they still have access to other records from the same period - raising serious concerns about the credibility of this explanation.

    Despite their inability to verify the product was ever applied, they refused to issue a refund, citing a contract clause that prohibits refunds after application - which they cannot prove occurred.

    We believe we were charged for a product that was never delivered, and the dealership's response reflects a deceptive or negligent business practice.

  • Initial Complaint

    Date:08/27/2024

    Type:Sales and Advertising Issues
    Status:
    Unpursuable
    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 2015 Subaru Outback to Subaru of Clear to get my Air Conditioner repaired in early June 2023. After repairs were completed, When i picked up my car, i noticed the front Drivers leather seat was ripped in 2 places. I pointed this out to the employee, ***** was his first name. He took pictures and said he would get back with me. After almost 2 months, i finally got in touch with the manager who denied he had any record of this and refused to fix my seats. I then contacted ***** who admitted he was aware of it but his hands were tied by his manager on being able to repair my damaged seats.I am looking for Subaru of Clear Lake to repair my damage seat.

  • Initial Complaint

    Date:04/19/2024

    Type:Product Issues
    Status:
    Unanswered
    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 Subaru dealership put in a tire and wheel warranty which cost $1,228. I did not see it that day but I did the next and when back to the dealership to have them remove it they said a refund would have to be issued and it would be issued to **********. The car was leased on March 1st the cancellation of tire and wheel warranty around March 3rd all of this taking place in 2024. To this day which is April 19th 2024 no check has been sent to ********** to refund that $1,228. When I call Subaru of clear lake I get the runaround I get sent to voicemails that are never returned ********** says that they have not received anything from clear lake Subaru.

  • Initial Complaint

    Date:11/29/2023

    Type:Product Issues
    Status:
    Unanswered
    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 11 Sep 23 I purchased a 2022 Subaru Ascent. Also i bought a ******* ******** *** ************ *** *********** *** **** ****** ********** *********** Documents were desk signed electronically. No hard copies were given to me to review before leaving the dealership. Copies were later sent to my email address on 14 Sep 23.
    I reviewed the email docs of the purchase. I believe Mr A ******* (Finance Mgr) skillfully misrepresented the warranties. Specific Items i expressed i didn't want were disguised in larger, more costly packages. I felt deceived, so I to returned to the dealership to "cancel the warranties."
    The Fin Mgr wasn't at work on 14 Sep. Tim (Svc Mgr) spoke with me. I explained i felt deceived by the practices of his Finance Dept. I stated to him i wanted to cancel all contracts that i purchased. He stated that some contracts could not be cancelled but the Service Agreement and GAP were the only ones that could be. Moments later, I found wording on the RHT paperwork that showed it was cancellable as well. I brought it to Tim's attention and he included it on the cancellation form. I signed the form and received a copy. Note: I believe Tim was trying to deceive me further by "omitting" the Road Hazard was an item i could cancel to get refund.
    Six weeks passed so i followed up on the status of the refunds. I made calls over the next two weeks with no response. Then i sent a "Certified letter"on 1 Nov 23.
    On 2 Nov 23 Mr ******* called me and said he was in receipt of the Certified letter. He stated he had no idea i'd signed a contract cancellation form. This illustrates no action was taken prior to 2 Nov 23.
    Now after 10 weeks, only the Service Contract $3999 has been refunded. The Road Hazard $699 and GAP $1199 have yet to be refunded.
    BBB's intervention is necessary because indifference shown by this dealership is appalling. I have no confidence in their ability to do the actions necessary to provide me with positive results.

  • Initial Complaint

    Date:10/03/2023

    Type:Product Issues
    Status:
    Unanswered
    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 July 11, 2023 I took my 2012 Subaru Forrester into Subaru of Clear Lake to have it serviced for a long road trip to Denver, Colorado. I asked for an oil change (which it was due for that day) and to have it inspected for that road trip. After 3 ½ hours there at the dealership they charged me $990.87 and said the oil change and all the other items were accomplished. We drove the car to Denver and a week after arriving there the engine was knocking and it was discovered by another Subaru dealership that there was very little oil in the engine and what was there was extremely dirty and gritty and appeared, to them, that it had not been changed in a great deal of time. The cost of a rebuilt engine was $8500.00 which I had to pay. I called Clear Lake Subaru and told them what happened and they felt it was a workmanship problem and ultimately told me that it was my problem. They did nothing to make the situation right. Their mechanic did not do his job that day and I was forced to pay $8500 for their mistake to another Subaru dealer to get the problem fixed. They took no responsibility for the problem. I lived in Galveston, Texas for the last 5 years and always had my car serviced by Clear Lake Subaru. I have always been a loyal customer of the dealership but now I know they did not do the necessary work and it cost me money and a distrust now of this “new” engine. While Clear Lake Subaru can continue to run their business and perhaps do this to some other customer who will not have a clue that the work was not done correctly or, in my case, not done at all.

  • Initial Complaint

    Date:12/09/2022

    Type:Billing Issues
    Status:
    Unanswered
    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 Used Car at Gilman Subaru of Clear Lake in March 2019. The total agree upon price for the car was supposed to be $24,000. The Loan people are telling me I will be. Paying $32,000. That is not an agreed upon amount. I asked Gilman for copies of the original Contract and they can't find them. I have paid nearly $8,000 in up keep. I now still owe $10,300 still on this car and it has $5,000 in possible suspension problems. It is a 2017 Subaru Legacy and has only a 140,250 miles. I been trying to get a newer car because my career requires I have a reliable Vehicle. So the car is an investment. They refuse to reasonably work with me. The original sales person and Sales administror Agent who was there when I signed these cotracts no longer work there. I think they scamed me for money and lied on a loan and now I am in the hole or the loan company is lieing which I am not sure of. I need help. I cannot afford to have this problem.

  • Initial Complaint

    Date:08/18/2022

    Type:Product Issues
    Status:
    Resolved
    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 2015 Chevy Equinox from Subaru Clear Lake April 2022 within 5 days I returned the vehicle due mechanical issues while driving the vehicle will cut off when I come to a stop. After 2 week of being in their possession I came to pick the vehicle up, indecisive if I wanted to keep due to the issues I asked my salesman to show me what else they had on the lot. After a few test drives we sat down to discuss possibly returning the Equinox in exchange for another vehicle since I returned the vehicle within the return policy days required. He refused to honor their return policy and stated I must occur the depreciated value to the next vehicle nor did they want to repair the issue with the 2015 Equinox so I kept the vehicle. I took the vehicle to ******** ****** for repairs since I had a warranty, they warranty co stated the vehicle was purchase prior and returned back to the dealership citing the same mechanical issue and since the issues are pre-existing they refused to cover the repairs. So I had to come out of pocket for the repairs, the mechanic cited this vehicle is in very bad shape and should have never been sold. It has timing chain and cam shaft issues, also stated the previous owner neglected this vehicle. But Subaru said this vehicle was in great running shape when I bought it. So I paid to get the timing chain repair, the vehicle still cuts off. Then warranty company paid to get the fuel filter replaced and the vehicle still cuts off. I work in home health aid and I use my vehicle 100% for work and I’m without reliable due to Clear Lake Subaru shady sales tactics. I just want to return the vehicle like I previously attempted and get my deposit back. I was treated very unfairly and taken advantage. So today I’m seek full reimbursement of down payment, repairs, and rental car.

    Business Response

    Date: 09/01/2022

    We have agreed to purchase the car back from the customer,
    resolving the issue.

    Customer Answer

    Date: 09/22/2022

    [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 ********, but has not received my refund. I would like to keep the case open until I'm fully compensated.







     

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