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:04/08/2023

  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 recently purchsed a 2018 Subaru *** from Subaru Calgary. A notable concern was the absence of a remote starter - a feature I was told the car had during the sale. Regrettably, after taking the car home, I found this was not the case. I was informed that the previous owner had removed the antenna. Even though this feature wasn't part of the original advertisement, it was discussed during the sale, creating an expectation that was not met.Additionally, the car came with studded winter tires, a less than ideal choice given the average temperature of 30c at the time of my purchase. I reached out to the dealership, offering to pay for a set of used all-season or all-weather tires, but I was told I will have to pay full-price for new tires without the option of exchange. Studded tire does not provide optimum traction n a clear road with no ice or hard packed snow. Also, in *******, there is legislation in place that makes damage to roads by studs and chains an offense. Thus right off the bat the tires were not suited for driving. I tried reaching out to Subaru Calgary through ****** review and expressed my concerns, to which the owner replied, "Thank you for writing a review, I sincerely appreciate you bringing this issue to our attention. I'm sorry to hear you had such a frustrating experience with our team, that's not what we like to hear. Your business means a lot to us, so if you ever have additional feedback, please don't hesitate to contact us further to discuss your experience. Thank you"I had to pay an $******* out of my pocket to get legal and weather-appropriate tires on the car. This is completely unacceptable.Total Purchase price (car): $40,408.72 Date of Purchse: July 7th, 2023 KM: ***** VIN: *****************

  Business Response

  Date: 30/08/2023

  My last communication with the customer was in regards to a warranty issue. All used vehicles come with tires that pass the *** inspection. Client had examined the *** , vehicle and test drove. At no point did we miss represent the vehicle in anyway.

  in Addition we extended the offer of a discount on all season tires and the customer denied. 
  

   

  Customer Answer

  Date: 30/08/2023

   
  Complaint: 20423336
  
  I am rejecting this response because:

  Business did at no point offer any discount on the tires. More over, when I called about the warranty issue, they asked me to reach out to my mechanic about details of the issue, before doing their diagnosis.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:13/12/2022

  Type:Customer Service 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 July 16 2022 I got a 2019 Subaru WRX for *********. Soon after I noticed trim inside the car hanging down also a piece was missing from the center console also the glove box has a bad rattle. Also had the driver side rear rim finish start to flake off. I contacted them but nothing was ordered I had to find it myself and replace the center piece. Took the car in to get a second key programed (what they ordered as part of the sales deal and just forgot to call me for a week to tell me it had arrived) they took my car and said they fixed the rattle and the trim. Both not fixed. Was also told the oil would be changed what was not done found this out threw another shop. Fast forward a few months and winter hits and started to get a rubbing noise from the front break was told it is rust on the ****** that happened from the car sitting and is in a spot that the break pads wont scrub it off. I contacted Calgary Subaru by phone 3 time and by email 5 times. Very slow to respond. When I finally got a answer I was told my car has no warranty even tho it's a 2019, and they will do nothing about my issues and if I want anything fixed I will need to pay.Also told this was a *********** local to Calgary said they bought it back from a couple who no longer needed two car's. yet on a vin check it says it was in ***************** ******, AB then to ***** auction's then to Calgary that's what the vin checker I used told me and it goes on like that 18 times between *** **** and Calgary *************.

  Business Response

  Date: 13/12/2022

  The claims by *************** are completely baseless in nature. The vehicle went through a mechanical safety inspection and passed with flying colors which was acknowledged and signed off by ***************. The only trim piece that ************** was able to find loose, was a piece by the foot airbag, which was noted and clipped back into place at no charge. The only rattle that a technician was able to find, came from the glove box which turned out to be a loose strut which was corrected by technician at no charge and after road test, it was noted that there was no other charges.  With respect to any claims of ownerships, what we represent is what is represented to us. As far as where the vehicle gets serviced, the same information claimed by *************** was also shown on the ****** that he would've been shown at the time of sale, which also shows services in Calgary, ******** and independent sources.  ******** Mr ******* concern about warranty, as also shown on the ******, the vehicle was originally sold in May of ******************************************************************************* May of 2022. Even if *************** had been under warranty coverage, brakes are a wearable item and would not have been covered regardless. As per ******************* request of any form of refund or cash payment, we will not be participating in any such manner and consider this baseless claim closed.

  Customer Answer

  Date: 14/12/2022

  
  Complaint: ********
  
  I am rejecting this response because: *** the sale's man told myself and my mom this was a *********** and was only at subaru calgary nothing showed the sales history of the car and I was never shown anything. When I called back about the trim still rattling I got no response also with the trim under the steering wheel still hanging down and broken to this day. Even getting my second key I had to call 3-4 times and never get a call back. Yes they gave me a sheet with a lot of check marks on it but when taken to another shop and had them go threw the car they still found that the oil had never been changed like I was told was done at subaru calgary, When calling to ask about my breaks and talking to ********** was told the only way they will get fixed is if I pay to me since the rust happened while on the Subaru lot it should be up to them to fix. Also I was never told that the car is out of warranty when buying a car you have people sign lot's of paper and is very overwhelming using this as a excuse really shows the type of business this is. Also why bring all this up now and not when I first talked to ******** when talking to him in email I was told if I have any issues they would get fixed because you value your customers.     
  business
  Sincerely,
  
  ***************************