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:26/11/2024

  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.

  A phone call was placed during the timeframe I had extended warranty.
  Was given an appointment for a month’s time, November 26.
  I advised Capital Subaru on a recorded line that I would be above my kilometres exceeding my warranty limit. They placed me on hold to confirm if this would be any issue and returned to the call and confirmed there would be no issue and would open the work order on the current kilometres I had at the call with no issues.
  
  They discovered additional problems costing $3000 and more in repairs and refuse to honour what was discussed on a recorded line with as promised.

  Business Response

  Date: 28/11/2024

  Good Day,

  Alot of the claims that M** ******* mentions are absolutely correct. The phone call did take place, we did open a repair order to trigger a warrantable claim based on her still being under warranty at the time of the phone call and we did tell her that the complaint would be warrantable, and it absolutely would be if that was in fact what was wrong with the car. On Oct 18th we received a phone call from M* ******* advising us that she had her vehicle looked over at an independent garage (******* **** ****) and they confirmed (please see attached document) that the car was in need of an axle seal. She asked us to open a repair order and document the concern of the axle seal based on a diagnosis from her servicing garage, doing this would time stamp the complaint and ensure warranty coverage till we could provide her with and appointment (Nov 26th) and fix the issue. This is where the issue arises we have a time stamped document based on her and her garages request of an axel seal to ensure coverage, but it wasn't the axle seal it's a cam carrier leak whereby fluid is passing down over the side axle, now I can't go back and update the concern, the reason why we had to open the repair order in the first place - cannot be altered . Now the warranty has expired with no documented concern of a cam carrier only an axle seal . If we misdiagnosed the issue we would take responsibility, all we done was what she requested based on her garage diagnosis and now that this is not the problem, why are we being accused of not honoring what was discussed, cam carrier leak was never discussed.

  She asked why we didn't pick up on this back in July when her vehicle was in for a previous repair (actually side axle seal) the answer is because it probably wasn't leaking then and to further argue this point, I have another invoice from her servicing garage with no documents leaks of any sort either. ( I can provide if need be)

  I find it difficult to accept wrongdoing based on another garage's diagnoses should they not be asked to accept accountability after all M** ******** did pay for a service in which the wrong information was provided to her possibly costing her more money.

  Thanks for the opportunity to respond 

   

  
  

  Customer Answer

  Date: 28/11/2024

   I am rejecting this response because:
  
  
  Thank you for your response. 
  
  Although I was advised by another professional garage that does warranty work as well and notified that something that was supposedly wrong with my vehicle, I had placed trust in what I was being told and immediately called to book the vehicle back in for review by a mechanic at Capital Subaru for a second look, hence the reason for the call was for warranty coverage purposes. 

  If I had to report that it appeared to be just a leak and stated I was unknown where the located was - would this have changed the situation, changed the work order and/or change the appointment date? Most likely not. When a garage is busy you take the time to understand -I have been patiently waiting for the appointment that was provided to me.
  

  Secondly, I was informed on a recorded like that if I bring my vehicle in on that date of November 26 that this would have NO impact to repair, not recommended that if there are other findings that warranty coverage would be voided if exceeding my kilometres. If this was the case - I would not have driven my vehicle and requested a closer date to have my vehicle inspected again with Capital Subaru. 

   Regardless if I reported something as such as vehicle swaying to one side or crunching sound when stopped, I am not a mechanic to know what the cause of this would be. I place trust in all garages based on information that was relayed to me in findings and then had made the report to the dealership (Capital Subaru) on the same day I was notified of anything wrong with the vehicle in which still had valid warranty at the time I placed the call to book my vehicle in. 

  I appreciate the other findings from Capital Subaru, however I am still disputing this based on the fact I was mis-advised during the call and properly communicated with/specified during the call that if any other repairs had to be made that this could cause an issue.

  I did also in fact notice a discrepancy in the current opened work order compared to all other work that was completed in the past with Capital Subaru that the section reading what your current odometer reading is when the call to book the appointment was placed is not reflecting what was provided on the call and only on the date that my vehicle arrived at Capital Subaru, please kindly explain the reason for this. That being said, this is evidence that a work order can be edited if necessary and should have been keyed what was advised on a recorded line.