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:25/06/2024

  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 December 8th, 2023 our 2019 Subaru Forestor has its Thermo Control Valve assemly replaced by Steele Subaru, along with other service work. This is a known issue and on April 15, 2024 we received a letter from Subaru Canada indicating the vehicle was eligble for a warranty enhancement for the Thermo Control Valve. This letter outlined how previously paid for repair would be eligble for reimbursement. The amount paid for this work to Steele Subaru on December 8h, 2023 was $1715.09 + hst ($1972.35)
  
  On April 18th, April 24th, May 6th and May 15th - Steele Subaru was called and we were directed to the warranty clerk where a message was left inquiring about refund. No return call was received. Emails were also sent to the warrany clerk and general service manager, but no response was received.
  
  May 15th - O'Reagan ***** ***** Subaru was contacted to determine if this dealership could assist with submitting a claim on our behalf. Their warranty manager confirmed right away she could do so and the information was submitted.
  
  On May 30th, we were contacted by O'Regans ***** ***** about our claim, notifying us they couldn't do so as Steele Subaru had already submitted the claim. Steele Subaru did not notify us about this action. We were told to await a cheque.
  
  On June 18th, we were told by O'Regans ***** ***** a cheque had been mailed. Steele Subaru was contacted on June 17th who confimed it was mailed.
  
  A cheque was received on June 24th of the amount of $1715.09, the subtotal of the cost of this work. No HST cost was included in the refund amount, despite being told by O'Reagan ***** ***** we would be reimbursed the total amount paid to Steele Subaru for this work.
  
  We would like this business to reimburse us the full amount paid for this warrany enhancement as outlined by Subaru Canada (missing $257.36), and apologize for this excessive delay from lack of communication.

  

  Business Response

  Date: 15/07/2024

  We are cutting a cheque for the tax, it will be mailed to*** ********* *****. Apologies as this should not have happened.

   

  Thanks,

  Customer Answer

  Date: 16/07/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21899282, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:19/09/2023

  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.

  I purchase a used 2013 Hyundai Elantra which turns out has one of their defective motors that I believe they tried to conceal. I also believe they lied to me twice concerning the engine.

  

  Business Response

  Date: 10/10/2023

  Good afternoon,

  This client has expressed this complaint. Unfortunatley this unit was sold As Is Where Is and this vehicle condition was explained to him at time of sale. We have addressed the issue of overfilled oil (was overfilled by few ML) Not enough to cause concern. This client was not misleaded, unfortunatley he heard a small tick in the engine after purchase and is blaming the slight overfill on the oil. We have had a few red seal mehanics give us their opinion and they all say that in no way did this cause or could cause the engine tick. Wen we sell a vehicle as is, we can afford to replace an engine. This client is trying all avenues to have the engine replaced at no cost to him. We have offered $500 in good will which he declined. Hope this helps.

   

  Thanks

  ******* *******

  General Manager

  Steele Subaru

  Customer Answer

  Date: 11/10/2023

   I am rejecting this response because: nobody explained anything to me about the condition of the car at purchase. I did not say the overfill of oil caused the problem, which was not a few milliliters it was almost a liter and I had to go back twice before you actually took any out regardless of what your "red seal" mechanic said. I had an engine diagnostic done at a Hyundai dealership which proves it's one of their defective engines. I believe you overfilled it with oil to build oil pressure to conceal it. I also believe you offered me $500 hoping I would take it which would wash your hands of the situation. I have contacted a lawyer.
  

  

  Business Response

  Date: 19/10/2023

  Good day,

  The client was advised that this unit was being sold as is and that no warranty applied by both the sales representative and used vehicle manager which you acknoledged during our conversation. Steele Subaru in no way mislead you . Our red seal mechanic advised the oil was barely over filled and also advised that the over fill in no way would change the driving characteristics of the vehicle. We offered goodwill in the amount of $500 to try to assist in this situation. The engine that is in your vehicle may last for several years. We are also open to accepting the vehicle on trade for another unit on our lot if the client is in agreement.

   

  Thanks,

   

• Initial Complaint

  Date:21/10/2022

  Type:Service or Repair 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.

  I had a trailer hitch installed on my vehicle on 11 October 2022. During the installation process damage occurred to the interior consisting of gouges in the body panels and mud stains on the sides and ceiling of the trunk space.
  
  The service representative Tyson Mcneil, took photographs and informed me the service manager would get back to me with information for replacement and/or repair of the damages.
  
  I have attempted emailing the service representative and service manager on 12 October and 21 October. During this timespan I have also attempted numerous phone calls to the service department, leaving voicemails with the latest being on 21 October. I have not received a response to any of these communications.
  
  I work out of province in a 30 day on, 30 day off rotation, so visiting the dealership in person is not practicable at this time, hence my reaching out via email and phone to the staff.
  
  I have to date not had a response from the dealership.

  

  Business Response

  Date: 01/11/2022

       Good afternoon,

   

  I am writing to advise that this matter was taken care of about a week ago and that the client is happy with repairs as per the Service manager who took care of the client.

   

  Thanks,

   

  ******* *******

  General Manager

  Steele Subaru

  Customer Answer

  Date: 01/11/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18294655, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:21/07/2022

  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.

  Since March 17, 2022 I have tried calling, emailing and even dropping into Steele Subaru to have some warranty work completed on my 2019 Subaru Forester. When I first showed a technician tears in my seat and rust under the rocker panel, he took some pictures and I was told that this would be covered under my warranty. He said he would be in touch within a week. After many calls, emails and messages have gone unreturned, I showed up at the dealership to enquire again about getting it fixed. Since the service manager was not in, the sales manager said he would personally have the service manager call me back on Monday, which he did. Unfortunately, I was working and could not answer the phone call. After 3 more attempts over the course of one month, he has not called me back.
  
  It has been 4+ months of me attempting to have this warranty work (which I believe I paid an extra $3000 for at the time of purchase) completed on my vehicle and have received virtually no communication as to how I can proceed to have this issue rectified.
  
  I thank you and appreciate any help you may be able to provide me to get this issue resolved.

  Customer Answer

  Date: 04/08/2022

  Hello,

  
  

  I just wanted to thank you for you assistance in this matter and let you know that Subaru has reached out to me. They have not yet fixed the issue but they have contacted me and my car is being looked at. I will keep you informed throughout the process.

  
  

  Thank you once again.

  
  

  Regards,

  ****