ComplaintsforGillman Subaru Southwest Houston

• Initial Complaint

  08/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a 2011 Honda Pilot Touring with a service warranty contact for Peace of Mind.. Was having an issue with my vehicle and called the first service contact and they told me the dealership never finished submitting documents and I have no warranty! called Gilman Subaru talk for about 2 months to get the warranty issued resolved spoke to Tom and Matti was then given another warranty stating I had the wrong warranty. i had an issue with my vehicle and went to use the warranty and was advised the warranty is not valid the dealership never paid my warranty and I’m out of a warranty where is my $3k and I’m paying finance charges on a non existing warranty can this be dealership this is dealership fraud against a consumer! The service contract was $3k plus finance charges. Contract never paid for by dealership. This has been going on since February 2023

  Business response

  08/07/2023

  Hello Ms. ****, 
  Thank you for reaching out. It was a pleasure speaking with you on Friday. I was glad to be of assistance regarding your extended service agreement concern. Gillman deeply apologizes for the delay and mix up in getting your ESC registered and activated. As of today, your warranty is fully active and ready for use. I will also be helping with (as a courtesy) the replacement of your Pilots timing belt. I will be working with the Honda dealer up in Tyler, TX to make sure this is done for you, and you have no further issues moving forward with your extended warranty. Thank you for your patience and understanding.
  
  Eliel *******
  General Manager
  Gillman Subaru SW 

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My sales rep was Javier who I talked with regarding several used cars. When speaking about the various cars I was interested in looking at I asked specific questions about their inspection process and if there was a guarantee window in case I wanted to have the car inspected by an independent mechanic and if they say something major there was a return window. Javier stated several times there is no window because their mechanics have a detailed inspection process and all cars on their lot are free from any major issues (I asked about transmission, engine, etc..) He assured me their dealership was of the upmost quality and so were their cars. I went to test drive several pre-owned Subaru's from their lot and decided to purchase a 2016 Subaru Outback on 12/17/2022. I picked up the car after the bumper and window were repaired, proceeded into the holidays and the next week I noticed some slight issues. The first issue I noticed was when I turned left there was a knocking sound. Upon reflection I recall we turned right for the entire route on the test drive. I also noticed the ignition took several turns to start. My righthand window also wouldn't close automatically it kept going right back down and I also noticed a tear in the driver's seat leather that was not identified on any picture (and was taped together so was not noticeable initially). I decided to bring my car into the repair shop due to the slow start and upon evaluation there are two glaring very issues that if inspected should have been corrected or added as a disclaimer. The left front axle assembly and the transmission pan is leaking from a bolt that's not even Subaru approved (or fits the car make/model). Two mechanics confirmed both issues would be flagged if any inspection occurred. Both the axle assembly and transmission leak should be repaired and I should be reimbursed for these fees.

  Business response

  01/12/2023

  I’ve been working with Ms. ****. We have come to an agreement that I would reimburse her for the two major concerns she had with her vehicle. 1. Transmission leak. 2. Axle assembly replacement. She says that would satisfy her concerns.

   

  Sincerely,

   

  Eliel *******

  General Manager

  Gillman Subaru SW

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  when we did our oil change at the dealer mentioned above we've noticed oil leak right after but I thought we have a leak problem and I just keep adding oil since I was not ready to spend a lot of money but when the engine light turned on I took it to my mechanic where he lift the car in front of me and we found that they didn't close the oil bolt( it was half way in ) and they put the oil filter wrong so the seal was bent , that where the leak was coming from . my mechanic told we were lucky that we didn't burn the engine hopefully the engine was not damage since my wife was driving it for a while with low oil so far after changing the filter and screwing the bolt the engine light went off now and I am sure if I took to the dealer they will open an order service and never admit their fault and charge me a lot of money .

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were a one car family since selling our mini van We found a used 2010 **** ****** at Gilman Subaru Southwest ***** * *** ******* **** *, Houston, TX 77099 Sia was our sales person and he along with the staff there said it had been properly looked over by their mechanics. It did have a warning light and the next day it was off, they stated it was a back light that had been out. We purchased the car...we had it financed and 2 weeks later it stalled. We called Sia he said to bring it in, the shop was closed, he said he would call us back after speaking with his manager. He never did. We were able to start it back up and drove it for another week when it finally stalled again and this time wouldn't start back up. We had it less than 30 days when this happened. We have yet to make the 1st payment on the car. We called the dealership again, had to push it down from our 4th floor parking garage in order for the tow company to get it and had them take it back to Subaru since Sia and the manager there said they would have the service department take a look. The service department person, Kevin said they do not work on **** ******s...I found that interesting since Sia and the Used Car Manager said their service department cleared the car saying it was in perfect condition. The following is a text response from Kevin the Subaru Service representative.... I dont know a lot about **** ******s, but did a quick search for the code and found this . We have been waiting for DAYS to speak to a manager. We were told by Sia today that we drove it and agreed to purchase. We also purchased warranty which is not covering anything wrong with vehicle. We decided to take it to another mechanic who confirmed that Subaru Service Center misdiagnosed car. Service person Kevin admitted to not knowing much about vehicle. Attached text message from him.

  Customer response

  10/05/2022

  Better Business Bureau:
  
  This letter is to inform you that Gillman Subaru Southwest Houston has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/4/2022 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went up to Gillman on 7/28 with a down payment 2000 no trade-in as my car had been totaled to find information regarding a 2015 Ford Escape test drive etc I asked for a car note of $300 or less because I have been battling cancer and haven’t been working full time CARFAX WASN’T OFFERED. ****** ***** in finance finalized this sale. I asked several times to see my itemized bill of sale he told me to go ahead sign and he would get it for me. He said I needed GAP PER THE BANK, A 3-YEAR WARRANTY WOULD BE THROWN IN AND $500 FROM THE SALE PRICE OF THE VEHICLE WOULD BE TAKEN OFF I needed a vehicle to get back and forth every day to receive radiation treatment as well as get my children back and forth to school because a new school year was approaching. I disclosed several times during our conversation that I am a cancer patient After reviewing my signed paperwork at home (not the itemized bill of sale originally requested). I felt uneasy I called the bank to ask questions. On 8/4 I purchase the Carfax this vehicle has an open recall and the transmission shifter cable bushing is damaged or missing. Which could result in an injury or crash. I noticed a statement on a credit life and disability insurance contract that reads you may not have had a pre-existing medical condition within the last ten years, you will not be eligible for coverage. I mistakenly thought this was the GAP policy. After not getting a call back from the GM. I spoke to finance director ******* ***. I asked to cancel the loan. I was denied cancellation after bringing up the transmission issue and letting **** know I never received CARFAX. I wanted to know why I was charged for this insurance and warranty. In our conversation, he never suggests removing the disability insurance from my loan, only the GAP and extended warranty. On our call he asked me how many miles were on the vehicle 199942. I have been refunded and loan cancelled

  Business response

  09/23/2022

  Ms. *****,
  
  I’m sorry to hear about your purchase experience with Gillman Subaru Southwest. We pride ourselves in making sure our sales process is seamless, stress-free, and as transparent as possible. It seems we fell short in this case. I’m glad that we were able to help in canceling your loan altogether and refunded your down payment. I would still love an opportunity to restore faith in Gillman, and Gillman Subaru specifically, should find yourself in the market for another vehicle. I appreciate you bringing this concern to my attention.

  
  

  
  
  

• Initial Complaint

  05/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have issue with my car and wanted to be fixed at Gillman Subaru Southwest. So I driven my car(Subaru brand car) to the dealer above this morning. But after they tested my car, they told me that they are not able to fix the problem, even made the problem worse, then told me It’s not be able to driven anymore. So, they left me two choice: 1. Towing the car to other workshop. 2. Selling it with the price of a scrap price. I feel angry that they didn’t fix the problem and can’t even restore my car to the condition when I brought to the dealer. As the Subaru dealer, I believe they are more professional than any other auto shop on dealing with Subaru brand cars. But now they asking me to find somewhere else to fix the problem. It’s just not the way doing the business. Please let me know if you can help! Thank you. I have uploaded the conversation between me and Gillman Subaru dealership for reference.

  Business response

  05/13/2022

  Yang,
  
  Thank you for your feedback. I’m sorry to hear about your experience with us. We strive to satisfy every customer to the maximum of our ability. I see in our records that we did make you an offer to purchase your 2006 Subaru Legacy Outback Wagon, an offer which you did accept. If there is any other assistance I can provide, please reach out to me @ 713-776-**** ph.
  
  Thank you,
  
  Eliel *******
  General Manager
  Gillman Subaru SW
  713-776-**** ph

   

• Initial Complaint

  12/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have placed an online order (#1144) on 11/19/21 at Gillman Subaru South. I have called many times and attempted to reach the parts department go get an update. I have never heard from them ever since the first email confirmation. I would like to get a shipping estimate but I could not reach anyone at the department.

  Business response

  12/08/2021

  Cho *** *****,
  
  I’m sorry to hear about your online parts order experience with us thus far. We work hard to make sure each order is filled, packaged, and/or delivered. Thank you for providing me with your contact info as I will have our Parts Manager reach out and make sure your concern is resolved. Expect to hear from him on, or before end of week 12/10/2021.
  
  Thank you,
  
  Eliel *******
  General Manager
  Gillman Subaru SW

  713.776.6310

  Customer response

  12/08/2021

  [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 16335858, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had my car in their service department multiple times in the past 6 months. It started with a motor rebuild that took almost three months to get back. Since having the car back it has been back to the dealership with coolant leaks, oil leaks, and other issues. Every time it goes back it is some other reason that it is back there besides shotty work on their behalf. The vehicle didn't have these issues going in. I am in the automotive industry so I have tried to be as patient as possible, but I picked the car up two days ago assured that everything was taken care of and that it passed inspection. Today my car's check engine light came on again with a completely different problem. I'm scared to take it back because I wonder what issues I will have with it when I pick it back up.

  Business response

  10/19/2021

  "Mr. *******,

  I'm sorry to hear about your service experience with us thus far. We strive to provide extraordinary customer service, and making sure our service department fixes things right the 1st time.

  Please reach out to me, or our service director, Roger Reyna @ 713-776-6300. We'll be happy to schedule a time to have you bring your vehicle back in so we can make this right. Look forward to hearing from you."

   

  Sincerely,

  
  Eliel *******
  General Manager
  Gillman Subaru SW
  Tell us why here...

• Initial Complaint

  09/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  . We purchased a 2017 Hyundai Santa Fe from Gillman. Mechanical issues surfaced. These were brought to the attention of Gillman and they took the vehicle in. We received a loner vehicle from them. Approximately 2 months later they told us the problem had been resolved. We went to pick up our vehicle and found that they had not addressed 1 of 2 issues. The following is a paragraph from a document we got from the dealership. Quote: Concern #2. Customer states inspect Transfer case for oil leak. Oil residual found at the time of inspection. Sublet out to Hyundai dealership for repairs. Cleaned off oil residual. Test drove vehicle. no signs of oil leak at this time after test drive. Suggest for customer to drive vehicle for 90 days and monitor. Suggest to return back to dealer for inspection. if oil leak is present. We took the vehicle in to another Hyundai dealer on a factory recall at which time they noted the oil leak. Gillman still refuses to contact us or resolve this issue.

  Business response

  10/11/2021

  Dear ********:

   

  ********, I am deeply sorry to hear about the ongoing issues with your 2017 Hyundai Santa Fe. I will be more than happy to re-inspect, and/or repair your Hyundai Santa Fe at your earliest convenience. Please reach out to me direct @ 713-776-6315 to set a time for you to come by and have us take another look at your vehicle. I look forward to hearing from you.
  
  Thank you,
  
  Eliel *******
  General Manager
  Gillman Subaru SW
  713-776-6315 ph

  Customer response

  10/17/2021

  [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 15915524, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  08/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased what I thought was a 2015 Nissan Frontier from Gillman Subaru Southwest Houston at the end of July. I saw an ad online , called the dealership and went in and purchased. All the contracts that I signed as well as the dealers paper plates reflect 2015 Nissan. Problem is I later found out that I'm driving around in a 2014 not 2015. The VIN # on my vehicle does not match the VIN on the contract. I have repeatedly reached out to Gillman Subaru and get told someone will call me back. I've repeatedly called and asked to speak to Eliel the G.M. or Chris his assistant and they are always "with a customer". They have made several hard inquiries on my credit due to them submitting contracts to be approved to several banks for both a 2014 and 2015 Nissan. This is fraudulent activity, and false advertising. I refuse to be responsible to pay on something I did not agree to purchase. I want them to take this vehicle back and I never want to deal with them again.

  Business response

  08/26/2021

  Mr. *******,
  
  I’m deeply sorry to hear about your recent experience with us. We strive to provide the best customer experience to all of our customers, while being transparent in each step of the way. I understand completely if you are wanting to return the Nissan Frontier purchased from us. I will be happy to set a time/date for you to return the vehicle to us. I’ll be happy to handle personally as well. Please let me know when you’d like to come by and we’ll get the process started.
  
  Kindest regards,
  
  Eliel *******
  General Manager
  Gillman Subaru SW

  713.776.6315

*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. ↩