Complaints

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:06/25/2025

  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.

  For the past year, I've been working with Southern Team Collision Center to have the drivers-side doors on my 2013 Cadillac fixed. I still have problems with my driver's side doors even after having collision repair work done a few months ago. After exiting the vehicle, there were problems with the speakers in both doors. The back door is currently the second door after the front door. Thousands of dollars have been spent on the repairs. I've been back here more than eight times. However, I was hoping for a more lasting solution the first time around, as the repeated trips and uncertainty have been frustrating. I understand that a 2013 vehicle is considered older, but it’s still expected that repairs be completed with quality and reliability in mind. While I recognize that some follow-up adjustments can be normal, I also believe that age alone shouldn’t be used to justify recurring issues after a repair. I’m hoping we can work toward a solution that ensures the vehicle is operating properly without continued inconvenience.
  
  ***** ******

  

  Business Response

  Date: 06/25/2025

  Unfortunately, the issues that are now wrong with this car over a year later do not have anything to do with the original repair. The internal parts of the door were not replaced. The repair plan was made by ***** who did eventually decide not to pay for the repair. Miss ****** eventually decided to go ahead with ******* plan Which called for the door skins replaced no internal parts  we do understand the frustration. However, the original repair has nothing to do with the current issues.

  Customer Answer

  Date: 06/29/2025

  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.
  Regards******* budget was little, and repairs were expensive. According to the circumstances. 90% of the repairs were covered by me. According to Southern Team Collision, my car's doors were originally used, but they were later fixed and were the original components. However, prior to the modifications, the speakers were undamaged.
  
  ***** ******

  

  Business Response

  Date: 07/01/2025

  As stated in the initial response, the current issues are not related to the repairs completed over a year ago. The current issues are original equipment that is failing and not related to the repair. 

  Customer Answer

  Date: 07/02/2025

  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.
  Before the driver's doors of my car were fixed by Southern Team Collision, I had no issues with the speakers. And why was Southern Team Collision if that was the case? The firm attempted to fix the speakers eight times, which is absurd. Southern Team stated that they used doors first then stated the original doors were repaired. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:07/27/2024

  Type:Product 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 11 May 2024, I purchased a new Hyundai Venue from Southern Team Hyundai, Roanoke, Va. As a 23 year U.S. Military veteran I inquired about the Military Program and was told by **** **** that as such that I would be receiving a check for $500. from Hyundai within 6 to 8 weeks. Since I hadn't received anything from Hyundai, I spoke to Corporate on 8 July 2024, individual by the name of ***** whom assigned a case number #********, her reply was that it was the Dealership that made the sale sole responsibility. Also Corporate has in record that I'm a Military Retiree. I then spoke in person to ***** *****, F&I Manager whom said all would be taken care of. Well anyway as of now no follow up or response, any phone call that I make is sent to the circular file. Dealership is very lacking in honor and integrity.

  

  Business Response

  Date: 07/27/2024

  While we are grateful for the service of all of our Military guests, these rebates are controlled by the manufacturers. Southern Team will gladly make sure that the claim was filed, however payment is 100% the responsibility of the factory. It can take 12 weeks for these to process. Unfortunately we have no way to know when the manufacturer processes these claims. Thank you for contacting us, unfortunately these offers are completely the factories responsibility. 

  Customer Answer

  Date: 07/30/2024

  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:One, per Hyundai Customer Care Case #********, dated 25 July 2024 email, "If the customer elects to have the U.S. Military incentive paid directly to them, it is the dealership's responsibility to pay the customer."  There is no where in their email that says the factory is responsible.  This I believe is an attempt of the Dealership absolving responsibility, and further insult of just now filing a claim when they had over two months to do so.  The Dealership's dubious response exemplifies their lack of integrity.  I would like a firm response that shows that they are following protocol and have initiated said action.   

  

  Business Response

  Date: 08/01/2024

  Our Hyundai Manager, ***** *******, also a Veteran, called this week and reviewed this completely and explained that this is 100% on Hyundai Motor America. Here are Hyundai Motor America rules for this program.Customer (or spouse) must be Active Duty, Reservists/National Guard, Veteran, or on Retired status in the U.S. Military at the commencement of the program period.Provide proof of Active Duty, Retired, or Veteran Military Status.Active, Veteran, or Retired U.S. Military for this program are defined as customers serving or having served in the United States Air Force, Army, Coast Guard, Marine Corps, Navy, National Guard, or Reserves.Not all applicants will qualify.The last line of these rules is clear. Southern Team Hyundai is not the payor of this coupon and Hyundai Motor America has the final decision. Once HMA has cleared the application and processed the claim, the payment will be made.As Mr. ******* explained in that call, we apologized for the salesperson stating six to eight weeks to process. As ***** stated to this guest, these claims can take twelve weeks or more. We do appreciate the service of our Veterans, both our fellow team members and our guests who have served our great Country. We process these claims and as soon as Hyundai Motor America pays them, we make sure that this amount gets to our guest.Mr. ******* promised in that call, Veteran to Veteran, that he would take personal responsibility to follow up and check the claim status and make sure that we followed up for him.Again, we are grateful for this guests Service and thank him for that. Unfortunately, this offer is not ours, it is Hyundai's and as soon as HMA approves and pays the coupon, like hundreds of other Military and First Responder Coupons we have sent in for our guests the last few years.Sincerely, David Dillon

  Customer Answer

  Date: 08/01/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:05/16/2024

  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 went in for an oil change about 12 months ago. Everything was fine until my car started acting up. While I was coming back from picking up my son, all these indicators started popping up and the car jerked uncontrollably, so I had to stop. Come to find out they put the oil filter back on incorrectly and oil was dripping onto my alternator and caused it to short out and not work plus there is oil all over the engine that will have to be cleaned so I had to get it towed and normally the warranty would cover it but then come to find out they put my warranty in the system wrong too so it's been a lot dealing with thia company and they refuse to take accountability for what happened. It's all on file that they were the last ones to touch my car before this happened.

  Customer Answer

  Date: 05/16/2024

  My name is ****** ******. I broke down on the 26th of April. I forgot to mention some things. When I got the oil change I wasn't aware that you had to get it every six months or 5,000 miles because they didn't reset my dashboard to where the service icon would not be there and would not indicate when I needed the next oil change. I took it to Berglund on the 5th of May I believe. I know it's been almost 2 weeks or just at 2 weeks

  

  Business Response

  Date: 06/18/2024

  We find it difficult to understand five different service visits at multiple different shops since we changed the oil on 5/18/2023... one year ago... and no one noticed an oil leak. Our information is that this Alternator was repaired under the guests Extended Service Contract. Please know that the ESC would not have paid for the repair if there was evidence that a prior repair was the culprit.  We do not understand what this guest is asking for or concerned about at this point since the Extended Service Contract did what it was supposed to do, repairing the Alternator, along with the fact that not one of five technicians over the past year made any notes or concerns over an oil leak. We do not see where there are any workmanship issues from twelve months ago and we do not have any concerns to address here. Sincerely, David Dillon 

• Initial Complaint

  Date:07/25/2023

  Type:Product 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.

  In November 2022, I purchased a 2017 Honda Civic from Southern Team. During the purchase, I also agreed to the GWC warranty. Shortly before the first oil change was due the vehicle started making a noise from the front driver's side (around the wheel area). It took nearly a month to get into to do an oil change which was covered under the service contract for the vehicle. At that time, I informed the service advisor of this noise and said he would have them look at the area. At that time, the service advisor whoever performed the oil change and/or technician could not "find" anything wrong with the vehicle. I continued driving the car as they would not be able to schedule me for a service appointment for another 2 months, approximately. By that time, I was due another oil change and the sound/noise had grown louder and more concerning. I found a service provider for the warranty online, I took it to ******** ********** repair in *******, VA. I was informed that the bearing (wheel bearing/drive axle bearing) was compromised, and the vehicle was not safe to drive. In all, the bearing failed because a "snap ring" was missing which held the assembly together. I have not had any major work done to the vehicle and the tech at the time told me, he did not understand how the wheel had not come completely off. Now, no one wants to cover the service although I have a warranty which clearly states bearings. It has been confirmed with ******** ********** and a Honda service advisor that the ONLY bearings on a drive axle are the wheel bearings.
  Additional information to be provided as not able to upload (i.e. service contract, receipt for services, explanation of service).

  

  Business Response

  Date: 07/25/2023

  The last time that this vehicle was in our shop was 3/9/2023. We will need to inspect the vehicle in our shop to be able to respond properly. Please contact **** **** at ************ to make arrangements for inspection. **** will work with you to make this work with your needs and schedule. Thank you 

  Customer Answer

  Date: 07/27/2023

  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.
  
  This is a non-sensical response.  I brought my car to the used car service center for an oil change.  During this service, I informed the service team that there was a "noise" coming from the wheel in the front on the driver's side.  They informed me that they would take a "look" at it.  By looking at it, I am not sure what all that entailed as the other repair place informed me that "work" had been done; however, I have not had anything done to the vehicle beside the oil change and the "looking" or "inspecting" that you referred to in your response.  I would hate to think that in "inspecting" the issue that a snap ring was not replaced. Literally, a $13 piece was not in place that led to a $700 problem which I've had to front the bill for nevermind that fact that this was supposed to be covered by the warranty as I verified that the only bearings on a 2017 Honda Civic are wheel bearings which are located on the drive axle.  This information was verified with the mechanic fixing the issue, a Honda service advisor, and another mechanic.  Thus, there is additional concern for allowing you to inspect anything further. My car works fine now, but if you can simply forget to put a "snap ring" back in place, what else could possibly go wrong??? The other maintenance facility who was suggested per the warranty wondered how the wheel had not simply come off because a piece so small as a snap ring was missing.
  A better response is needed as why would you take apart something that you couldn't put back together correctly the first time. 
  Regards,
  
  **** ********

• Initial Complaint

  Date:05/25/2023

  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.

  We purchased a 2015 hyundai sonata in june 2022 for my grandson to drive to school, sports practices. Workouts, job etc. He didn,t start driving the car until november when he got his license. A couple of months ago we received a recall notice. We took it to have this taken care of and they noticed the oil was low and suggested we get a combustion chamber cleaning which cost over $500. At the time the car had only been driven 4000 miles. About a month later the engine blew up. We had it towed to the dealership and after a week of not hearing anything from them i went there and the told me that the engine was shot and they turned all the info to Hyundai so they could decide if they would replace the engine or not since its still under warrenty. Well its been a month now and we still haven,t heard anything and when we ask the dealership about it they say they can take as long as they want to decide. So we are making payments on a vehicle that is of no use to us and we are at their mercy not just to get it fixed but for them just to decide if they are going to fix it which is totally ridiculous and not fair to their customers. They can,t even see fit to at least provide us a rental vehicle. After doing some reasearch i saw that this has been a recurring issue with alot of their vehicles for awhile now and that there was a class action lawsuit against Hyundai. And now they are punishing customers who buy their vehicles by not standing behind their product after their failures. I also blame the dealership for putting these vehicles on their lots to sell knowing that these issues may come about and more or less saying we will just let the customers deal with the headache. I think i can speak for alot of people when i say that this is very frustrating and disappointing situation thru no fault of ours, who are loyal customers who purchased spend lots of money purchasing your vehicles only to be treated so horribly.

  

  Business Response

  Date: 05/26/2023

  We do not have any record of a **** ******* with a 2015 Hyundai Sonata waiting for repairs. We do have one 2015 Hyundai Sonata under a completely different name that is waiting for Hyundai Motor America to complete their approval process.The information we have of the purchase of the 2015 Sonata that we have waiting for repair approval we found do correlate with the facts presented here about the car being for a young driver, so we must assume this is the same issue.Since Southern Team Hyundai is not the warrantor of this vehicle, we have no control over the timing and process that HMA follows to determine warranty coverage. What we may do... and our Team takes very seriously, is to provide Hyundai with all requested information needed and to perform additional testing required by HMA in a very expedited manner. We have responded to HMA several times and assisted with those requests, however they have not made a decision. Our Team did contact the family of this particular car yesterday and let them know that we are still waiting on HMA to complete their investigation.We have checked the Hyundai system this morning and unfortunately they still have not made a determination. We do encourage this guest to stay in touch with our Hyundai Service Director, ****** ******. Ms. ****** is extremely experienced with Hyundai Warranty policies and procedures and she is the best person on our team to help guide you through this. You will find her helpful and willing to assist you with HMA.As always, as the third party repair facility, we standby to assist your family and HMA in this repair. 

• Initial Complaint

  Date:04/25/2023

  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.

  This problem has spanned over the past 2 years to the present.
  My car was started running low on oil. Within 2 weeks after an oil change it was low again. I took it to ********* ***** *** ******* to get an oil change and a diagnostic. They told me it needed a new engine. I then took it to Hyundai where I bought it because I was still within the warranty. First they said it just needed an oil change. I explained that I had just gotten an oil change a few days prior. Then they said it had an oil leak. I explained that it just got looked at by the other mechanic who checked for a leak and there was none. At this point they said they would do a consumption test. They said they put on tamper evident tape and to come back in a thousand miles. I checked my oil before I went back and the dipstick was dry. But they said it was only missing about a half a quart and that they filled it and to come back in another thousand miles. Someone warned me that they over fill the oil so it looks like you didn't lose as much when you come back. So before moving my car, I checked the oil and sure enough, it was over-filled. I asked the guy at the counter to get the manager and the mechanic. He said everyone was gone. So I asked him to look at it. He agreed it was very much over filled. He said probably about a quart so I asked him to document this. The next day I called to speak to the manager. She insisted it wasn't over filled. When I came back, they said the car didn't lose enough oil and that Hyundai wasn't going to fix it yet. They said it had to lose more than a quart of oil before they would honor the warranty. I argued with them because it WAS losing more than a quart of oil and even pointed out that their own employee admitted they over filled it. At this point, they took me to the garage where my car was along with the friend who was with me. The mechanic said this was a common problem with my make, model and year and that Hyundai is aware of it. He stressed that they replace with a rebuilt engine, not a new engine and they won't do it until the problem is very severe. I said the problem is already bad enough and he said bring it back when you have to put oil in every week. I said I would bring it back the next day to start another consumption test and I would keep bringing it back until they did the right thing and fixed it because I wanted them to honor the warranty. He said not to worry because the warranty was extended to a lifetime warranty and to just wait until I was putting oil in every week. So that's what I did. The day I went in there this time I told them it's needing oil every week, sometimes every few days if I drive it more. They started the consumption test all over again. When they gave the car back to me they said it had only been a quart low, I told them they were lying because I checked it before bringing it there and the dipstick was dry. Afetr they gave me my keys, I checked the oil and just like the last consumption test, they over-filled the oil. I was pissed. So I told them to take out the excess oil. after about 30 minutes or so, the mechanic took me into the garage and said they were aware of the problem and not to worry. He admitted the oil was over-filled and that he removed the excess. He pulled out the dipstick to show me it was back to where it was supposed to be and he apologized. He also gave me a green bottle of oil and said I would probably need it and he put it on the passenger side floor. In less than 1000 miles, the dipstick was dry again. So I went back to Hyundai and the girl said they would check the oil. I insisted they check it in front of me because I'm tired of them lying about how low it is. She came back to me a few minutes later and said they were going to keep the car for a few days and probably clean the engine plus take pictures and video to send to the corporate office who makes the decisions or warranty repairs. A WEEK WENT BY. I got a voice message from a woman at Southern team asking how my recent service was and if I needed anything. I called back to find out what she was talking about because THEY STILL HAVE MY CAR. She didn't return my call. Then I got an email saying to "come back for expert car care & smart savings" I was like what are they talking about they still have my car. A month later they still have my car and have not honored the warranty. First they said Hyundai offered to pay 95% and my part would be about $400. I told them under the warranty they need to pay all. A week later they said Hyundai said they'd only pay 50% and then after another week they said Hyundai offered to pay 90%. They should have fixed the problem when it started instead of tampering with the consumption test and putting me off. I want Hyundai to honor the warranty and pay for my engine.

  

  Business Response

  Date: 04/26/2023

  Unfortunately this complaint has nothing to do with Southern Team Hyundai. The warrantor of the Engine is Hyundai Motor America and Southern Team applied for warranty replacement on 3/16/2023.On 4/5/2023 HMA offered assistance of 95% of the cost with the guest paying the remaining 5%. The guest refused that offer and asked for 100%. We refiled the claim with HMA on 4/6/2023 asking for 100%.After reviewing the claim for the second time and after HMA requested more diagnostic information and it was determined by Hyundai Motor America on 4/7/2023 that this was not a Rod Bearing Failure and as such they would now only offer 50% towards the replacement. Southern Team Hyundai relayed to HMA on 4/17/2023 that this offer was also refused and that the guest believes that the concern started before the warranty ended around 30,000 miles earlier. A final offer was made by HMA on 4/18/2023 of 90% coverage as goodwill since the vehicle was significantly out of warranty coverage by mileage while the guest would owe the remaining 10%.All of these decisions were made by the company responsible for the warranty coverage, Hyundai Motor America. While the documents show that Southern Team Hyundai has repeatedly worked very hard in asking for HMA for more assistance, in the end the decision is 100% the responsibility of Hyundai Motor America.This unfortunately is not a valid complaint against Southern Team Hyundai. While we understand this guests disappointment in this engine failure, Southern Team has worked very hard for this guest in asking HMA for goodwill. Hyundai has indicated that this is their final decision.Thank you for letting us know about this concern, unfortunately this claim is not with us.***** ******Southern Team Hyundai

  Customer Answer

  Date: 04/26/2023

  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.
  This problem started 2 years ago and I took my car to Southern team, where I bought it. They continually falsified the results of the oil consumption results which led to them not fixing it and getting it covered at that time. They also told me my warranty was extended and to wait until I was having to add oil every week, they assured me it would be covered. They should have been honest in their documentation of the oil consumption and it would have been fixed that first time. This is why they are the reason it hasn’t been fixed yet.
  
  Regards,
  
  ****** *******

  

  Business Response

  Date: 05/10/2023

  While we understand this guests quest to find someone responsible for her vehicles current engine issues... her claim about oil levels has been dismissed by Hyundai Motor America. HMA would have never offered ANY assistance if there was any indication of improper servicing. They have reviewed all data on this vehicle and HMA has made an amazing offer on a vehicle over 30,000 miles out of warranty.Also, no Hyundai dealer, more accurately.. no car dealer... has the authority to approve or not approve factory repairs. In fact the dealer would want the factory to approve any repair possible since the factory is paying the dealer for that work! The insinuation here is that Southern Team intentionally kept Hyundai from giving us money for a repair. That is absolutely not correct. If Hyundai Motor America had found basis to approve a repair earlier... we would have been pleased to have that additional work that HMA paid us for.Like we have said before, the offer that HMA made is their final offer. This is Hyundai's decision on everything warranty related and Southern Team does not have ANY responsibility for this issue, none at all. If this guest would like us to tell Hyundai Motor America that she refuses their offer to pay 90% of the repair for a engine that is over 30,000 miles out of warranty, please let us know and we will ask HMA to close out this file.

  Customer Answer

  Date: 05/10/2023

  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.
  Under duress, I did give permission to the dealer to fix my car with Hyundai warranty paying 90% and me paying 10%. This was done on 4/28/23 when they notified me by email that that was Hyundai’s final offer. AND that it will be a rebuilt engine that only has a one year warranty. I maintain that my car was under 100,000 miles and was fully within the warranty when this issue began. I also maintain that if the dealership had recorded the results of the first consumption test honestly and accurately, it would have been covered by the warranty 100% at that time. Not only am I being forced to pay this 10% which they told me will be approximately $700 but I have also paid an excessive amount of money on oil since this began because they wouldn’t fix the car when I first brought it to them. AND I still don’t have my car back as they haven’t yet finished the repair.]
  
  Regards,
  
  ****** *******
   

• Initial Complaint

  Date:03/14/2023

  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.

  On Mar 9 I took my 2013 Subaru Crosstrek into the service department. There was a recall on valve springs and I scheduled a transmission flush. I got my car back on Mar 10. There was slight transmission slipping on the way home. On May 11, my car started “hard” shifting, would not go into overdrive and several dashboard lights came on. The error codes connected to the dashboard lights all indicated issues with the transmission. We had it towed back to the service department per their instructions on Mar 13. They called that evening and said my transmission would need a new transmission valve body. The service rep stated they could not guarantee they did not do something to cause this but he believed it was a coincidence. He said he would call in morning of Mar 14 after he spoke to his boss. On the afternoon of the 14 when they informed us they would not do anything to fix our car unless we pay full price for it.
  
  There was absolutely NO issues with the performance of the car PRIOR to taking it there for service. Transmissions do NOT just go bad over night without warning. There were NO dashboard lights on my car, confirmed by the service rep. Now they will not fix my car without us paying an over inflated price to fix what they messed up.
  
  Complaints have been filed with Subaru corporate and we have reached out to an attorney to discuss our options.

  Customer Answer

  Date: 03/14/2023

  My car is currently undrivable. I have to pay to have it towed back to my house before southern team charges me storage. I do believe they need to pay to fix my car but I do not want their service department to work on my car any further. I no longer trust their service staff or reps to do their jobs professionally and not do further damage to my car.

  

  Business Response

  Date: 03/16/2023

  FYI...   Exact details.    On March 9, 2023, ***** *****, 2013 Subaru Crosstrek 142,049 miles in for two items: a recall on the valve springs in the engine and a CVT drain and refill. The CVT drain and refill consists of removing the drain plug draining the fluid and then replenishing with new fluid there was NO flush performed. Subaru does not recommend a transmission fluid flush on any of their vehicles.. On March 15, 2023, the vehicle was towed to our shop as a goodwill gesture. We covered the tow at no charge with a service engine light on and the oil temp light flashing. We retrieved the code P2764 which is for torque converter clutch circuit low. The code applies to an electrical solenoid failure in the valve body. The valve body is located in the top of the transmission and when draining the fluid no fluid passes through the valve body. The repair would be to replace the transmission valve body. Customer has declined any further repair and 3/15/2023 the vehicle towed away by the customer. We did not tell the customer there would be a storage fee assessed and we were unaware that the vehicle was being towed