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Business Profile

Auto Manufacturers

Subaru Canada Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 28 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/11/2024

    Type:Product Issues
    Status:
    UnansweredMore 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 drive a 2019 Subaru Forester ******* ****, I had the transmission replaced at 80k kms (09/22/2022) under warranty (it was acting up) and Subaru service determined it should be replaced.

    Recently travelling to New Brunswick (09/20/24) the replacement transmission failed ****************, with grinding noise, burnt smell and loss of forward momentum. I was able to safely pull to the side of the road.

    Subaru Canada responded with they were unable to be of any assistance since it was out of the warranty period.

    I think transmission failure at 52k kms is an unreasonable amount of mileage even for a replacement transmission.

    Thanks,

    *****

    P.S. VIN ***************** Replacement cost for a used transmission with a small warranty was $6600.
  • Initial Complaint

    Date:15/02/2024

    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.
    ******* **** ** ***** **** *** **** ******* *** * ****** **** ******* *** ***** ** ******* **** *** ******* **** ***** ** *** **** ***** ******** ******** **** ****** *** ***** ******* **** ***** **** * * ******* ** ** ***** *** ****** **** ************* *** **** ***** * **** **** ******** *** **** **** **** ********** *********

    You decide to bite the bullet and buy one out of a lease with 61000km. You spend the 19000$ you have saved to buy a 2021 Subaru that your dealer says is still under warranty. They also sell you an extended warranty

    3 months later you get an oil change with 69000km on the engine and no problems are discovered. You drive another 900km after the oil change with absolutely no issues to another province.

    On the way home your engine fails unexpectedly and the company you thought would be there leaves you stranded.

    Subaru has denied me my warranty on my 2021 subaru crosstrek sport that I had just purchased used with 61000km. The salesman and my documentation for third party insurance included indicated i was still under powertrain warranty at the time of purchase. I bought the vehicle because he told me it was reliable and subaru would back me.

    I got an oil change at ******* **** at 69000km so I was well within Subarus maintenance recommendations. My car engine failed less than 1200km later and ******* **** has proof everything was done correctly.

    Subaru denied my warranty saying it was because of maintenance during the previous lease period. **** ****** ** **** *** ** *** ***** ** ****** Subaru provided me no documentation on cause of failure. They just kept telling me I need a new engine.

    If my warranty was not valid because of maintenance records during covid then why does my purchase record say I was will within power train warranty? Why did they tell me my vehicle was covered and reliable.

    ******** ** *** it took Subaru Canada 4 weeks to get back to me on if I would be covered or not and ultimately denied my warranty claim because of maintenance during the lease period.

    I have an email dated January 26th saying they would give me a resolution within 5-7 days. I went almost 2 weeks ****** ** *** *** ** **** waiting for a resolution with no response. * ******* **** ** ** ****** ********** **** ** *** **** ***** ******** ******** ***** ******** ** ******** ******** ** * * **** ****** ***** * ***** ******* **** ** *** * ** ******* ****** ******* ****** ********** ***** *** *** ******* ******* * **** ** ********* ******** *** **** **** ******* * ******* ** *** ** **** *** * ****** ********** ** ******* ** ******** *** ***** ***** ****** ***** **** **** ****** *** *** ****** ***** *** ******* *** * *********** *** **** ** *** *** **** ******** ** *********** **** ** ** ***** ****** **** *** ****** ***** *** ** *** **** **** **** * ******* **** ****** ***** ******** ** **** ***** **** * ***** ********** ****** ***** **** *** *** ****** **** ***** ***** ***** ****** ****** ******* ******** ********* ** *** ***** ** ***** ***********

    Business Response

    Date: 28/02/2024

    Without invalidating the warranty, vehicle owners may elect to have maintenance repairs performed by any automotive repair establishment, or individual, and may elect to use parts other than genuine Subaru replacement parts for such maintenance. The vehicle owner must maintain the vehicle as per the required maintenance outlined in the Warranty/Maintenance & Roadside Assistance Booklet. Failure to do so will affect the vehicle's performance and may lead to a failure that would not be covered by the warranty.
     Our system indicates that some maintenance was completed at ********* Subaru; however, these records do not meet all the maintenance interval requirements as outlined in the Warranty/Maintenance & Roadside Assistance Booklet. 
    1.Intervals between oil changes consistently exceeded 10,000 KM
    2.Missing 36-month service A
     As the Customer Care team are not technicians, for information specific to the thermal control valve, we can only recommend that you contact the Service Manager at ****** Subaru who can assist you with this inquiry.
    With respect to the time taken, while we regret any inconvenience caused, it is important to note that, any economic loss including, but not limited to, payment for loss of use of the Subaru vehicle, lodging, alternate transportation, food, telephone expenses, loss of pay and any other expenses or damages are not covered by Manufacturer's Warranty. As such, we are unable to provide you with compensation for the length of time this review has taken.
    Kindly understand that the appropriate authorities within Subaru Canada have thoroughly investigated this matter and our position remains unchanged. Regrettably there is nothing further that are able to do in this instance to assist.

    Customer Answer

    Date: 28/02/2024



    Complaint: ********



    I am rejecting this response because:

    The car is not even 36 months old so how could I have missed the 36 months A check? 

    its original lease date was April of 2021 new from ******** subaru with 15km. 36 month A check would be due in April. 

    Subarus claims to have thoroughly looked into this claim and then proceeds to give false information. 

    According to Subarus response my warranty was invalidated during covid because of a late oil change. However their sales representative told me when I bought out my car this year that my powertrain warranty was still valid. I have my ****** contract previously provided as proof that subaru said I was still under warranty. 

    My first oil change was at 6400km and I was told by the technician because it was synthetic I didn’t need to come in as often. My next oil change was scheduled in the heart of covid, when I went to book my service with the dealership I was told it would be a month wait and I would go over 100000km. The service tech Fred *** ** ****** ***** ***** told me it was fine because I had synthetic oil. When I brought in I was never informed my warranty would be invalidated for being late. In fact I was told I needed one of their checks (A or B check) to make sure my warranty would stay valid so I paid for that. After every service I was told my car had no issues. 

    Please provide an explanation as to why I was told my warranty was still valid at the time of buying out my car. 

    i would like an explanation as to why your providing false information about missing a 36 month A check when the car was leased with 15km in April 2021. 

    I would like an explanation as to why I was told during covid that being late on my oil change was “no big deal” and why I was told when I brought my car in early for its first oil change why I was told I don’t need to service that often. 

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


    Sincerely,



    ****** *****

  • Initial Complaint

    Date:06/02/2024

    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.

    Subaru Canada has denied my warranty Major Component warranty claim 60months/100000kms. My 2019 Subaru WRX has required essentially a new motor at 56000kms after 4.5 years of service. Subaru has ********** ****** ********** ** *** ********* citing I could not provide enough oil change receipts. They have done extensive diagnostics to ensure the vehicle had no after-market engine modifications and looked at driving habits. *** ** ***** **** * *** *** ******* ** ********* ******* ** ***** ** ********* **** ****** ******** *** ***** Oil changes had to be done at home as most of the businesses were closed through the COVID 19 pandemic although I did provide what receipts I did have. * ********** **** *** ***** ********* ** **** *** ********* **** ** ***** **** ****** ** **** *** *****. The vehicle has been maintained; it has never had a service engine light on. While driving to work this incredibly loud knocking began, this was October 10 of 2023. I called immediately. Initially the dealership did not want to look at the car as there was no service engine lights on. The earliest they could service it was Dec 27, 2023. After some pushing, they agreed to listen to it. I received my vehicle back February 2, 2024 which required a new short block. * ** ** *** *** ****** *** ********** ********* ********** **** *** ********* ** * ******** ****** * ********** **** **** **** *** **** **** **** *** *** ****** *** **** ** *** * ***** ** *** *** **** *** *********** ******* *** * ***** ********* * ***** **** ** ******* * **** ** ******* **** *******

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

    Business Response

    Date: 22/02/2024

    Subaru Canada warrants that our vehicles will be free from manufacturing defects in material and workmanship. This warranty also stipulates that, the vehicle owner must maintain the vehicle in accordance with the required maintenance schedule, as failure to do so affects the vehicle's performance and can lead to a failure that would not be covered by the warranty. Certified factory-trained Subaru technicians and the use of Genuine Subaru Parts available only at an authorized Subaru Dealer are the best way to have repairs/service performed on your Subaru. However, without invalidating the warranty, the vehicle owner may elect to have maintenance repairs performed by any automotive repair establishment, or individual, and may elect to use parts other than genuine Subaru replacement parts for such maintenance. In such instances, the cost of the service, or parts, and any subsequent failures related to the use of those parts are not covered under warranty.

    It is important to note that Subaru dealers are best qualified to perform maintenance services, and remained opened during COVID to ensure vehicle service/maintenance support was available. When vehicle owners elect to have the vehicle maintenance completed at a non Subaru facility, they are also responsible for retaining all receipts indicating at the very least; the name and address of the servicing establishment, the VIN of the vehicle, the date and the mileage as proof of maintenance, and making them readily available in the event a question arises concerning your vehicle's maintenance. When vehicle owners elect to do their own maintenance, they are also responsible for keeping a record of all parts and fluid purchase receipts. In addition, to a log detailing the dates and milage of any work completed on the vehicle and the details of the work performed.

    Full details of the manufacturer's warranties are outlined in the New Vehicle Warranty/Maintenance and Roadside Assistance Booklet.

    Subaru ** ******** currently has proof of the completion of three maintenance work orders/records: however, based on the vehicle in service date (3/18/2019) there should be nine.  Furthermore, the ***** invoice dated June 2023, warns of oil contamination, which can negatively impact the vehicle's engine performance. Regrettably, at this time we are unable to cover the cost of the vehicle's engine repair under warranty.

    Finally, there is no hesitancy on Subaru Canada's part to comply with the manufacturer's warranty, when they apply to a manufacturing defect. In the event that the missing proof of maintenance records become available, please provide copies to ******** Subaru's service department for reconsideration. 

    We trust that you understand our position on this matter, and regret that our decision could not be more favourable.

    Best regards,


    Customer Answer

    Date: 22/02/2024



    Complaint: ********



    I am rejecting this response because:

    ****** ****** ******* ** ****** *** *** *** ********* ** *** ***** ****** ********  Yes I was negligent in not retaining all and every receipt for maintenance preformed on the vehicle in question.  The last oil change did have oil contamination as outlined by *****.  Every step was taken to resolve the issue including an engine flush.  Not once did a service engine light come on.  The vehicle was not abused, to have a major engine failure at 56000K is ridiculous.  *********** *** *** **** ** **** ******* *** ***** ** ******** *** ** *** **** ***  In fact when i heard an unusual noise coming from the engine I called Subaru immediately.  I was told they could not look at the vehicle initially until Dec 27th, it was Oct 10th.  This was during current times let alone through a pandemic.  I was told it would be best to drive it to the ********** dealership ** ***** ******** *** ******** ******** ********  **** ***** **** **** ******* ***** I did preform the oil changes in my own garage!  Was the vehicle examined after the repairs to find the fault?  ** *** **** ********* ** *** ** *** **** ******** ** *** *** *********** **** **** ***** ***** ** ***

    56000K and requires an engine?  *** **** ** *********** **** ** *** ****** **** ** * ******



    Sincerely,



    ***** ******

    Business Response

    Date: 28/02/2024

    It is regrettable that you feel that your concerns have not been addressed appropriately by Subaru Canada; however, we have reviewed your concerns in accordance with corporate policies and cannot be of further assistance in this matter.

    Customer Answer

    Date: 01/03/2024



    Complaint: ********



    I am rejecting this response ********

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

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


    Sincerely,



    ***** ******

  • Initial Complaint

    Date:31/01/2024

    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.

    My Complaint is a safety is regarding a safety issue that I feel should be addressed in whole or in part by Subaru Canada.

    The issue is that the key can be removed from the ignition with the car in any gear (Ie drive or reverse) after the vehicle has been turned off (shut down) which allows the vehicle to roll. This obviously is of great concern and I feel that Subaru should be more helpful in resolution of the nearly 1000.00 cost of repair even though the warranty period has expired as obviously this is a MAJOR SAFETY CONCERN.

    VIN number for the vehicle is:  *****************

    Business Response

    Date: 13/02/2024

    Hello ;

    Thank you for the opportunity to review this request.

    Subaru Canada had issued a warranty enhancement letter to affected vehicle owners for issues related to Ignition key sticking.  This warranty offered an extension from 3yr 60,000 km to 8 yrs unlimited kms from the initial warranty start date.  This warranty was applied to Mr. ***'s vehicle.

    The warranty start date for Mr. ***'s vehicle was January 19, 2015, and the extended warranty expired in January 2023.  

    Subaru Canada does not offer extensions to expired warranty programs.

    Regretfully, there is no assistance to be offered here.

     

    Regards, 

    Customer Answer

    Date: 14/02/2024



    Complaint: ********


    Good Morning,  While I understand, and for that matter always understood that it was likely that Subaru would take the position that they have I feel it necessary to reject their rhetoric based on on two facts.  The first is that this issue is a safety concern - I don't believe that a vehicle that can roll away on its own if the key can be removed while the vehicle is not running and is in any gear is a safe one.  I believe there is a manufacturers responsibility to insure the safety of their vehicles and see that the problem is rectified. 

    My second point comes directly from the reply sent along from Subaru representative.  In that reply the representative outlines that Subaru had extended their warranty to "unlimited mileage" or eight years to fix this particular issue.  This clearly is an admission that they knew they had a problem, took it seriously and issued what could be thought of as a recall.  My vehicle has only 123,000 km and has been meticulously maintained,  On that basis I cannot accept the manufacturers position. Even though I'm pretty certain they will have dismissed the issue.



    Sincerely,



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

    Business Response

    Date: 22/02/2024

    Hello;

    As part of Subaru’s dedication to customer satisfaction, Subaru of Canada, Inc. issued the enhancement to the Basic New Car Limited Warranty for CVT select lever (shifter) mechanism for certain 2012-2018MY
    vehicles in response to isolated customer concerns of not being able to remove the key from the ignition switch when the vehicle is in Park.  

    The parameters of the enhanced warranty program have been surpassed by time, regrettably the decision remains unchained there is assistance to be offered by Subaru Canada Inc.

     

     

  • Initial Complaint

    Date:22/01/2024

    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.
    The engine of my 2016 Subaru Impreza broke down and needed to be replace with under 100,000 km on the car. I had taken the vehicle in to the ********* Subaru Dealership several time for servicing and they did not address the issue until it was too late. ****** *** ** ******** ***** ** ****** ****** *** *** ******* ** *** ***** *** *** ***** **** ***** *********

    Business Response

    Date: 07/02/2024

    Thank you for contacting Subaru Canada,

    The major component warranty for engine coverage is 5 years or 100,000 km, whichever comes first. Mr. *****'s vehicle warranty started on December 16, 2016 and expired December 16, 2021. Both time and milage are encompassed in the warranty coverage parameters.

    It is important to note that Subaru dealerships are independently owned an operated business, and there are limits to Subaru Canada's involvement in their day-to-day business operations. As the distributor of Subaru vehicles in Canada, we are primarily responsible for upholding the manufacturer's warranties. Any concern related to the service level received at the dealership should be addressed by the management team at ******** Subaru *********.

    It is regrettable that Mr. ***** feels that their concerns have not been addressed appropriately by Subaru Canada; however, we have reviewed their concerns in accordance with corporate policies, and cannot be of further assistance in this instance.

    Best regards,

    Christina M***** - Manager, Communications & Customer Operations

    Customer Answer

    Date: 12/02/2024



    Complaint: ********



    I am rejecting this response because:

    My vehicle only had 98000 km and I shouldn’t have had  to replace my engie.I follow ed Subaru's maintenance schedule. I had my vehicle int to the *** ****** Subaru dealership 3 times for this engie issue. I feel the my engie had some type of manufacture defect. I feel Subaru Canada should provide me with some type compensation.

    Sincerely,



    **** *****

    Business Response

    Date: 22/02/2024

    Subaru Canada warrants that our vehicles will be free from manufacturing defects in material and workmanship. This warranty also stipulates that, the vehicle owner must maintain the vehicle in accordance with the required maintenance schedule, as failure to do so affects the vehicle's performance and can lead to a failure that would not be covered by the warranty. We can only reiterate that the major component warranty of 5 years (60 months)/100,000km, whichever comes first, has expired. Despite being under the 100,000km threshold, your vehicle is now approaching 86 months since the registration date. Full details of the manufacturer's warranties are outlined in the New Vehicle Warranty/Maintenance and Roadside Assistance Booklet. Furthermore, upon re-review of the available maintenance/service history based on the vehicle registration date there should be fourteen maintenance interval records by November 2023, and our records only show two: 

    i) Service A @ 50,198km
    / Nov 27, 2019 (36 months of service)
    ii) Basic Lube, Oil and
    Filter @ 95,019 /  Sept 27, 2023 (approx. 82 months of service), and declined a D Service @ 94,538 km / Sept 11, 2023 (2 weeks
    prior), which was recommended by the dealership

    When vehicle owners elect to have the vehicle maintenance completed at a non Subaru facility, they are also responsible for retaining all receipts indicating at the very least; the name and address of the servicing establishment, the VIN of the vehicle, the date and the mileage as proof of maintenance, and making them readily available in the event a question arises concerning the vehicle's maintenance. When vehicle owners elect to do their own maintenance, they are also responsible for keeping a record of all parts and fluid purchase receipts. A log must also be maintained detailing the dates of any work along with the mileage on the vehicle and the details of the work performed.

    As the warranty has already expired, our position remains unchanged. Regrettably, we are unable to provide assistance with the engine replacement cost. Once again, we trust that you understand our position on this matter, and regret that our decision could not be more favourable.

    Customer Answer

    Date: 23/02/2024



    Complaint: ********



    I am rejecting this response because:

    Once again, my engine only had 98,000 kms on it and I feel that I should not have had to replace my engine. I brought my car into ********* Subaru several times to diagnose the engine problem. I feel that more should have been done to diagnose this problem. The engine had 4 cylinders and three of the cylinders were faulty. *** ****** ******** ****** ** ************* ****** ********* I feel that this engine issue was caused by a manufacture defect. As the owner of the vehicle, I have the option to have my vehicle serviced at my choice of service centres. I can provide all of the service records to show that my vehicle was serviced and maintained accordingly. I feel that Subaru Canada should provide some assistance and or compensation in this matter. 

    Sincerely,



    **** *****
  • Initial Complaint

    Date:12/01/2024

    Type:Billing 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 had a lease with Subaru Canada. I was buying a new vehicle, a ********** from ********* **********. They communicated with Subaru Canada and asked how much would it be to buy out the lease as of that day September 23, 2024. They gave ********* ********** a value to close out the lease as of that day, September 30, 2023. ********** ********** paid them the amount. On October 5, 2023 Subaru Canada continued to take their biweekly payment of $245 from my chequing account. I called Subaru Canada to inquire about it and I just kept getting passed around between Subaru Canada Finance and *** ******** Subaru. Noone wanted me to take my call or give me answers. I demanded Subaru Canada Finance to make a STOP payment from my chequing account. No more payments were take from that day on. I do want my payment of $245, that was taken out on October 5, 2023 for a lease that was paid off 1 week before on September 30, 2024. I either want my money back or show me detailed invoice of where that money was put toward.

    Business Response

    Date: 07/02/2024

    Thank  you for contacting Subaru Canada,

    It is important to note that Subaru Financial Services (SFS) is a separate organization from Subaru Canada, distributor of Subaru vehicles in Canada. SFS is under written by Toyota Canada Credit Inc. (TCCI). We have forwarded the complaint to the service provider who advised as attached. We trust this information is helpful.

    Best regards,

    Christina Morris - Manager, Customer Operations & Communication

    Customer Answer

    Date: 08/02/2024



    Complaint: ********



    I am rejecting this response because:

    This is why I initiated the complaint. I was being bounced around within in all the departments of Subaru. Subaru Financial would refer me to Subaru Dealership *** ********. Then *** ******** refers me to ********** Dealership ********* Group. Subaru took the money from my account, so I really don't care what part of Subaru has to take responsibility for an explanation, but I'm done calling all the different departments to only receive excuses and not conclusions. It's funny because as soon as I placed the stopped payment, Subaru was on the ball on sending me a letter on saying I owe them that bi-weekly payment, due to a stop payment. When the table are reversed Subaru Finance is very quick on the draw, but now someone from Subaru owes me money, it's ok to take their time.




    Sincerely,



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

    Business Response

    Date: 15/02/2024

    We forwarded the concern to TCCI, who underwrite the lease and finance contract for Subaru Financial,  who has now advised: "We spoke with the client and they understood, we have no control over what the 2 dealers paid to one another we are not involved in that transaction.". Regrettably, we can be of no further assistance in this instance.

    Customer Answer

    Date: 20/02/2024



    Complaint: ********



    I am rejecting this response because:

    I am still investigating with the new information I was given by Subaru Finance. They gave me some figures, no I have to see who is not owning up to the proper dollar value reconciliation between *** ******** Subaru and ********* **********. Once I have balanced the payouts, I will know who has an overage of the extra bi-weekly payment they took out of my bank account. It's really frustrating how easily they took that money out, and how hard I have to fight to get it back.




    Sincerely,



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

    Business Response

    Date: 28/02/2024

    It is regrettable that you feel that your concerns have not been addressed appropriately by Subaru Canada; however, we have reviewed your concerns and cannot be of further assistance in this matter.
  • Initial Complaint

    Date:11/12/2023

    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.

    I am writing to express my deep dissatisfaction and concern regarding my recent purchase of a used 2023 Subaru Crosstrek from

    In November I was prepared to take my newly purchased Crosstrek home. However, a significant issue occurred with the transmission, to my absolute surprise it required immediate replacement before I could even drive the car. I was alarmed and felt like I had no other options but to go along with this. This was the first indication that the vehicle might not have been thoroughly inspected or maintained to the high standards I associate with the Subaru brand. I bought a Subaru to keep my family safe, and Subaru has a great reputation.

    My concerns were further amplified when, during a drive this month, the wiper fell off the vehicle amidst a snowstorm, severely compromising my safety and visibility on the highway. Following this, merely two days later, the vehicle's battery failed, leaving me stranded.

    These series of events have led me to believe that the vehicle I purchased was not subjected to a rigorous inspection( or any inspection) or proper maintenance checks before its sale, contradicting what I would expect from a reputable dealership associated with Subaru. I am now deeply concerned about the overall reliability and safety of my Crosstrek. I worked hard to buy this car.

    Given these circumstances, I am requesting a comprehensive inspection of my vehicle by a Subaru-certified technician to ensure all components meet the highest standards of quality and safety. Furthermore, I seek assurance that any underlying issues will be promptly and thoroughly addressed at no additional cost to me.


    Customer Answer

    Date: 16/01/2024

    I have been able to resolve my issue. Subaru has done a full inspection of car and changed the battery and helped restore my windshield. All free of charge.

    I thank you for your support and the file can be closed.
  • Initial Complaint

    Date:13/04/2023

    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.

    Vin# *****************

    Bought a brand new Subaru Legacy Ltd in May 2022. The car developed issues with engine/transmission early March. The dealer has my car on ramp since March 9. No one has been able to identify the cause of the issue. No one can fix it. The dealership is giving me the run around. I bought a new car! * **** ** *** **** *** * ********

    Business Response

    Date: 25/04/2023


    Dear **** *********:

    Thank you for taking the time to contact Subaru Canada.
    Please accept my sincere apologies for the delay in our response.

    I understand from our technical support team at Subaru
    Canada that the vehicle is now repaired. We are sorry to hear of the frustrations
    getting the vehicle repaired. However, the dealer was diligently working with
    Subaru Canada to get to the bottom of this for you.

    We are pleased to hear the vehicle is repaired and wish
    you many years of safe and happy motoring.

    Regards,

    Manager, Customer Care
    Subaru Canada, Inc. | *** ******* ***** ************ ******* *** ***

    Customer Answer

    Date: 25/04/2023



    Better Business Bureau:



    I have reviewed the response made by the business and find that this resolution is satisfactory to me.




    Sincerely,



    **** *********
  • Initial Complaint

    Date:28/10/2022

    Type:Service or Repair Issues
    Status:
    UnansweredMore 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 want to be assure that this has not affected my credit history ***** * **** ****** ** **** ** *********  * **** ***** ***** ** ******* * *********** ****** *** ****** ******** **** *** ***** **** ** ******** ** ********

    ** ******** ***** ** **** ***** *** **** ** ******* ******* *****
    I bought a 2019 Subaru Outback from the ****** Subaru dealership.
    My current complaint is with Subaru Financial Services.  In August, I made an extra payment on my vehicle on the 3rd (same day as the regular payment date).  The computer system did not take out the regular amount as it was the same date as the lump sum payment I made manually.
    On August 5th, I spoke with Subaru Financial and was asked to wait 10 business days to see if the regular payment has been made.  On August 15, 2022, I manually requested the payment ($596.63) be withdrawn and sent to Subaru Financial.  On August 29th, I spoke with Subaru Financial again and was told that I received incorrect information about waiting 10 business days.  I requested that I be credited the interest between August 3rd and August 15th as it was NOT my error.  I spoke with Subaru again on September 1st and requested the interest be credited.  I also asked that it will up to me to make the payments instead of the amount be automatically withdrawn from my bank account.
    On September 1st, I made a lump sum payment of $1,000 ($596.63 plus lump sum amount) to my account.  On October 3rd, I made another payment of $1,000.  Now, I have received two text messages (Oct 12 - 10:35am and Oct. 18 - 10:28am) and a collections form letter dated Oct 11th saying that I have NOT made my payment.
    On Oct 21st, I spoke with someone again at Subaru Financial telling me that my payment went to principal only.  I told her that it is NOT my problem that YOUR computer did that.  Also, the next payment date on my profile shows 22-10-03.
    I WANT these issues resolved - interest credited back to me by either the outstanding balance or in my bank account.  I DO NOT want this affecting my credit information as I HAVE DONE NOTHING WRONG.
     ** **** ** *** ******** ** ** ************ *** ** *** **** **** ******* * **** ******** ** ***** * ***
    * **** ***** *** ******* ****** ******* *** **** **** **** **** ****** * **** ** ******** ** ****** *** ** ***** ******



  • Initial Complaint

    Date:06/10/2022

    Type:Service or Repair Issues
    Status:
    UnansweredMore 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.
    My issue is that I purchased a 2015 Subaru Legacy and the windshield has spontaneously cracked. **** ** ** ***** **** *** ******** **** ***** **** *** ***** ****** ****** *** ******** **** *** ******** ***** ********* ***** *** **** and cracks with no reimbursement or willingness of Subaru admit the issue in Canada and repair it at their cost ** ** ** ** ******** ********** ** ** **** ** ***** ******* ***********. ** *** ****** ****** * ***** ****** ******* *** **** ***** *** *** ******* ****** ** ******* *** ****** ****** ***** *********** ******** **** * **** ******** **** **** ******* ********* **** **** *** ************* ***** *** ** ****** ** **** I contacted Subaru Canada today October 5th 2022 it explained the issue that I woke up this morning with my windshield cracked and they offer no reimbursement no recompense and no solution on their end. There is no warranty to cover this and it is now my problem to replace a $750 windshield **** ** * ***** ************** ****** *** ************ ******* ** ****** *** ***** ***** **** ** *** ****** ******* ** ****** ** ****** ** ******* ********* ************* ** *** ******** ****** ******* **** ***** **** ***** *********

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