ComplaintsforTerry Subaru

• Initial Complaint

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car from them in April or May of last year. I paid over $10000 for the car and purchased the 3month warranty. 2 months into having the car the steering wheel column locked and I can’t drive it. It cost me $1689.19 to have it fixed and then they said they couldn’t fix it and I needed to have it towed to the Volvo dealership. Warranty did pay for towing but nothing else. 3 months later the power steering pump went went bad according to the Volvo dealership and they wanted $1621.56 to fix it don’t have the money so I had someone else put the pump in but the the brake lines and the power steering hose is leaking and not able to drive. It will cost me over $500 to have someone to fix those issues. I used all the money I had to purchase it. I went with this company cause it carried the Subaru name and I thought it stood for something but I have been putting money into this car since I purchased it. And I haven’t had the car for a year yet. It’s not fair for big companies to screw over the little man ( in my case single mother trying to make a living) It has caused me so much mental stress and anxiety. I barely could get someone to help me with it cause I don’t know what to do. But this last thing with the brake line going out is the last straw. Why would you sale a car if it can’t even last a year. I emailed them last year and never heard back from them. The mechanic looking at it now says that this is old problems and should have been fixed before putting the car up for sale. I haven’t put any wear and tear on the car cause I never got to go anywhere cause I kept having problems. Now I don’t know how I’m going to pay for this and scared that they maybe more to come. The salesman told me that this car was checked over but clearly it wasn’t and now I’m paying the price for what they didn’t do or didn’t care to do. This is not fair to me or to anyone else who may purchase a car from them. This is not a good company and people should know this.

  

  Business response

  02/24/2023

  It is unfortunate to hear that this vehicle has not met the customer's expectations. However, to be clear, the customer did not purchase a warranty. The warranty that came with the vehicle was a 3 month 3,000 mile powertrain warranty. This warranty was included with the purchase just as we do with all of our cars. The powertrain warranty would have covered internally lubricated parts in the engine and Transmission only. The customer was offered an extended warranty that would have given 5 years or 100,000 miles but the customer declined that purchase. We do have copies of the offer to buy that, and the customers signature declining that. This was a 14 year old vehicle with 144,000 and unfortunately, we do not have the ability to see what the future holds for each one. We look them over and make sure they are safe and meet all state inspection requirements at the time of purchase. Warranties are offered to cover these unforeseeable expenses. **** ****** GM/VPTerry Auto Group

  Customer response

  02/27/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I too am thinking that the 3 month warranty that I purchased with the vehicle would cover any problem that I would have too. The dealership here is hiding behind the difference of warranty when the customer should be able to walk in and purchase a vehicle with a company that has a big name for themselves to be honorable. Not like a small no name car lot where you know your taking a chance. I the customer should be able to drive my car it the least a year heck at least 6 months before I have any problems. They sale used cars to last within the 3 month warranty (which my car didn’t) then say that it’s the customers problem. They didn’t stress to me that I should get the 5 year warranty. Do I not have rights too? I paid over $10,000 for this car and it had major problems 2 months later. What if I cause a accident in that car with its problems. It is true that there is no honor with thieves and this is the case here. Why would they sale me a car that the Subaru mechanics couldn’t even work on. I am sure that this is what the company says to anyone who questions them and probably have it already typed out and ready to send each time someone complains. I don’t not have missed placed angry here
  

  

  Business response

  03/02/2023

  Unfortunately, there is nothing that Terry Auto Group can do. We offer additional warranties beyond what is included with the sale, and when customers decline, we cannot accept the responsibility of issues outside of what is in black and white on their paperwork that is fully disclosed and signed. Terry Auto Group Managment

  Customer response

  03/09/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I rejected their response cause I feel that they are hiding behind the customer choosing a 3 or 5 year warranty. I chose them cause they have a well known name and I have been getting my old car serviced there (Terry Subaru) not the Terry Subaru Clearance for years and thought that if I was to purchase a used car from them that it would have been checked over and when at less fixed any major issues. I had the car for 2 months and the steering wheel lock so that I couldn’t drive it. They had to have known that there was a issue with it before selling the car. That includes the steering wheel pump the steering wheel hose and the brake lines. All that I am paying for right now to be able to drive it. I haven’t had the car a year and I paid over $10,000 dollars for. Paying that much money should at less give the customer more than 2 months of driving it. I am a single mother, I work hard for my money, only for them to tell me I should’ve got a 5year warranty. They shouldn’t be selling cars that last know longer than 2 months. My car now is being serviced and I haven’t been able to drive it till it’s fixed. I trusted that I was buying a used car that was taken car of after they purchased the car from who or wherever not a lemon. They shouldn’t be able to treat me or anyone else like this. I am being blamed for believing that this was a good Company that cared about what they sold to the customer but I see truly that greed is what this company is truly about, and if you’re the average working man or woman they didn’t care about you. They should disclose that there could be major issues with their used cars and that the customer should get a 5 year warranty cause they will for sure have problems. They should paid me back for all repairs that I have paid to have done so far. And why is it okay for them to sell cars lemon cars? 

• Initial Complaint

  11/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car has been at Terry Subaru going on 7 months and I was told my car would fixed by the end of October and it is now Going to be December in a few day and I still don’t have my car.

  

  Business response

  11/29/2021

  To whom it may concern, We are very sorry that Mr. ****** car has been here so long and completely understand his frustrations. Unfortunately, our hands are tied. There is a part that is on national backorder and we have no control over that. We suggested to Mr. ***** that he contact the VW Customer Care hotline at ************ to file a complaint that would hopefully escalate his case and speed this process up. The only thing we have the ability to do is order the part. The rest is in Volkswagens hands.  Sincerely**** ****** GM

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