Complaints

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• Initial Complaint

  Date:05/12/2025

  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.

  I am filing a complaint against Continental Subaru (a division of Continental Honda & Acura) in *********, ****** for repeated, avoidable engine failures in my 2019 Subaru Forester, caused by technician errors. In July 2024, a technician dropped an A/C cap into the engine during a Thermo Control Valve repair, leading to catastrophic engine failure in October 2024. The engine was disassembled and rebuilt in December 2024, but in April 2025just over three months latera second major engine failure occurred due to additional technician errors during the rebuild, including a misaligned valve and oil system blockage.Despite Continental Subaru admitting fault for both failures, their proposed resolutiona three-year Level 4 third-party warrantydoes not adequately address the severity and recurrence of the damage. A third-party plan is not equivalent to a Subaru-backed warranty and does not reflect the level of accountability or reliability I deserve under these circumstances. I have requested a Subaru-backed 3-year warranty to cover all engine components, along with a commitment to cover any future failures clearly linked to these past errors, including transport assistance and reimbursement for expenses incurred due to their mistakes.These issues have caused severe financial hardship, including credit card debt, and major disruption to my daily life. I live and work during the summer in a remote community where reliable transportation is essential. To date, neither Continental Subaru nor Subaru of America has provided a satisfactory resolution or responded to my follow-up inquiry.I have submitted a reimbursement request totaling $4,620.18 for diagnostic fees, replacement vehicle costs, travel expenses, and other related costs. My requests are beyond reasonable considering the ordeal Ive had to go through with two major failures due to their mechanics negligence. I am seeking a fair resolution from both the dealership and Subaru of America.

  Business Response

  Date: 05/13/2025

  Good morning,

  There seems to be some confusion on who the responsible party is. Subaru of America has nothing to do with this. This matter is between Continental Subaru and ****** *****. My Service Manager ******* ******* has been working with her on the repair of her vehicle. Through my counsel, we have been trying to resolve this matter. We have taken full responsibility of the errors of our technician. We have repaired the vehicle as needed, supplied a loaner vehicle and have offered to reimburse for reasonable expenses incurred by ******. We have offered to give ****** an **************** Contract that would cover any repairs needed, beyond just engine issues that she could use at any repair facility of her choosing for future issues that may come up. We offered this due to her residence in ***** and her remote summer business in ********. This 3rd party service is valued at $4,000. We will not pay for the vehicle that she purchased due to her car failures as the used vehicle can be re-sold. We did offer to cover the other $620.18 for fuel, hotel and meals. We feel that this was a very generous offer. Our current offer will be to cover any engine related issues that can be directly attributed to the original error of our technician for 3 years. The repairs needed will be verified by Continental Subaru. We will also reimburse the $620.18 for the fuel, hotel and meals. This is a very unfortunate situation and we are very sorry for any inconvenience that this has caused to ******. Our goal is to resolve this for everyone involved. 

  Sincerely,

   

  **** *******

  Fixed Operations Director

  Continental Auto Group

   

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23321705
  
  My Response to Continental Subarus Message:
  
  I appreciate Continental Subarus acknowledgment of technician errors and their efforts to resolve this matter. However, several points in Mr. ******** response require correction and clarification.
  
  First, I did not reach out to Subaru of America arbitrarily.I included them because I submitted a formal inquiry asking for their involvement, and to date, they have not responded. This is not confusionSubaru of America is responsible for upholding the brands reputation and ensuring dealership-affiliated repair shops meet corporate standards, especially in cases involving repeated engine failures due to admitted technician negligence.
  
  Second, the extended warranty being offered is a third-party contract, not a Subaru-backed warranty. It is not equivalent in terms of reliability, recourse, or coverage. While it may be valued at $4,000, it was not tailored to the unique severity of this case. It does not reflect the fact that my engine was rebuilt and then failed again within three months.Further, it provides no assurance that Continental will take responsibility for future problems clearly caused by these earlier errors once the warranty period endsan unacceptable risk Im now expected to carry.
  
  Third, regarding the replacement vehicle ***** Ranger): yes,I still own itbut it was not a voluntary or planned purchase. It was an emergency decision forced by Continentals admitted failures. I lost critical time navigating logistics, including arranging for my Subaru to be hauled more than five hours to ********************* any assistance from Continental. I paid cash for the Ranger using income I rely on to get through the winter and have since had to rely on credit to cover repairs and living expenses. The suggestion that I can resell it ignores the reality: this was not an investment or luxuryit was a necessity. The impact on my finances,mental health, and work life has been significant.
  
  Lastly, offering to reimburse just $620.18 for travel and mealswhile characterizing the offer as very generousignores the full scope of the damage. Two major engine failures, loss of essential income, and substantial personal hardship cannot be reduced to a few reimbursed receipts.The response from Continental feels more like an effort to minimize their responsibility than to make things right.
  
  To resolve this matter fairly, I am once again requesting:
  
  - A Subaru-backed 3-year warranty, not a third-party policy, covering all engine-related failures resulting from the admitted technician errors.
  
  - A written commitment to cover any engine issues beyond three years if they are clearly traceable to the original rebuild.
  
  - Reimbursement of $4,620.18, including the cost of the replacement vehicle, travel, and other related losses.
  
  - A formal written acknowledgment from both Continental Subaru and Subaru of America accepting responsibility for the technician errors that led to both engine failures, and for the resulting financial and personal hardship these failures caused.
  
  This is not a request for charityit is a reasonable attempt to be made whole after enduring repeated harm caused by Continental Subarus negligence. So far, the tone and substance of the dealerships response have been evasive, dismissive, and lacking in accountability. I am simply asking for Subaru and its dealership to take full and fair responsibility.

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

  Customer Answer

  Date: 05/21/2025

  My name is ****** *****, and I have an open complaint (Case #********) with the Better Business Bureau regarding two major engine failures in my 2019 Subaru Foresterboth due to admitted technician errors by Continental Subaru in *********, *******

  I'm writing to provide additional information I intended to include in my previous rejection of Continental Subarus response.

  Specifically, I want to clarify again that the ********************************************************************************************************************************************* *****, ****** during the time my car was out of commission. Ive attached a screenshot showing that the cheapest available rental for that period (November 4 to December 20) would have cost approximately $4,180 before taxes and fees. This quote can be verified at Adventure Alaska Car Rentals, one of three and the most reasonable car rental companies in ***** (another was over $6,000 at ***** Adventures). This supports my decisionmade under pressureto purchase a used vehicle instead. While I mentioned this comparison to Continental's service manager previously, I neglected to include it in my official BBB response.

  Additionally, had my friends not stepped in to borrow a vehicle hauler and tow my Subaru from ***** to Anchorage after the October failure and Continental's refusal to assist, I would have incurred a $2,000 towing bill through my insurance providercosts that should have been Continentals responsibility. They also refused to assist with towing after the second failure. Their unwillingness to provide any support placed the full burden on my personal network, creating significant stress for me and those who helped. Similarly, during the *** failure in July 2024 (which was under warranty), I had to arrange transport from ********* semi-remote community approximately seven hours from *********. Continental again refused to assist. If not for my insurance agents flexibility in working with a small local company and personal contact, that bill would have exceeded $4,000. Instead, we were able to keep it to $1,300another cost that Continental declined to cover.

  Given these facts, I hope its clear that my reimbursement request of $4,620.18 is more than reasonable. In fact, it is modest considering my actual out-of-pocket expenses and the significant disruption caused by their admitted errors.

  I respectfully ask that this information be added to my case file and forwarded to Continental Subaru. Thank you again for your time and help.

  Best regards,
  ****** *****

  Business Response

  Date: 05/28/2025

  Good morning,

  As stated prior, Continental Subaru takes full responsibility for the errors made by one of our technicians. We will honor a three year warranty on any repairs that can be directly related to the errors of our technician. We will not extend that any further. Normally, we would cover that work for 12 months. Ms. ***** gives examples of several things that could have incurred more costs, but they didn't. The fact remains that she has a vehicle that she purchased due to the circumstances and she can still sell it to recoup her costs. Continental is not responsible for where customers decide to live, no matter how remote. However, we do recognize the inconvenience and struggle that this has caused her. In the spirit of customer service I would offer an additional $1,000 to the $620.18 that she paid out of pocket, for a total of $1,620.18.

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23321705
  
  Subject: Response to May 28 Correspondence Ongoing Warranty and Reimbursement Concerns
  
  To the Service Manager and General Manager
  Continental Subaru
  Anchorage, ******
  
  Dear Continental Subaru,
  
  Thank you for the update.
  
  I appreciate Continental Subarus acknowledgment of responsibility and the revised offer. However, the promise to honor a three-year warranty on any repairs that can be directly related to the errors of our technician remains vague and inadequate. After not one but two catastrophic engine failures both caused by admitted technician errors long-term reliability is a real and serious concern. The most recent failure involved an oil system blockage, which only increases the risk of future issues. A loosely worded commitment leaves me exposed to denial of coverage if future problems are dismissed as unrelated.
  
  Given the record of two major engine failures under your care, I would never again entrust my vehicle to Continental Subaru. With that in mind, the only concession I am willing to consider is a written commitment that Continental will stand behind all engine-related repairs for a full three years with coverage equivalent to Subarus Level 4 Gold Plus warranty.
  
  This agreement must not be limited to work performed at Continental Subaru, as I no longer do business with your dealership nor trust the work of your technicians. If an issue arises during that period or beyond that is clearly traceable to technician error, I expect written confirmation that Continental will accept full responsibility and promptly reimburse the cost of repairs completed by any licensed Subaru-certified mechanic using genuine Subaru parts. I also expect that full documentation of those repairs will be accepted without dispute, and that reimbursement will be issued within 60 days of submission.
  
  For this agreement to offer any real peace of mind, it must come with no strings attached no hidden conditions, no limitations, and no fine print that shifts responsibility back onto me.
  
  As previously stated, the reimbursement total I initially requested ($4,620.18) may increase as additional receipts surface. I also inadvertently omitted reimbursement for travel to and from your dealership a five-hour (231-mile) drive each way which, at the *** 2025 business mileage rate of $0.70/mile, totals $323.40. Additionally, I spent $51.66 on printing and certified mail related to return-to-sender documents sent to Subaru of America and ****** *********. These costs bring my current reimbursement request to $4,995.24 a modest amount compared to the actual damages incurred.
  
  I must also respond to the so-called resolution ******* proposed on May 29 via email: reimbursement only if I relinquish ownership of the **** Ranger a vehicle I had no choice but to purchase due to your technicians error. ******* knows Ive invested far more than $4,000 into that vehicle. Asking me to forfeit it as a condition of reimbursement is not a resolution it is coercive and deeply inappropriate. It appears designed to be rejected, allowing the dealership to sidestep responsibility.
  
  Adding to this is the retaliatory clause in ******** offer: a ban on future service at Continental Subaru. Thats not a resolution its a punishment, and it speaks volumes about the dealerships priorities.Ive been respectful and patient for nearly a year while your team repeatedly failed to deliver reliable repairs or offer a reasonable resolution to make me whole. The ban is unwarranted, unprofessional, and underscores a failure to take true accountability.
  
  I have been and continue to be respectful and patient for nearly a year, despite your teams repeated failure to deliver reliable repairs or offer a reasonable resolution. The ban is unwarranted,unprofessional, and underscores a refusal to take real accountability.
  
  To reiterate why reimbursement for the **** Ranger is fair and reasonable:
  
  It Was a Necessity, Not a Gain
  I had no other viable option. The Forester was inoperable for three months due to your admitted mistake. Long-term rentals in my area were cost-prohibitive (more than $4,000, as documented). I needed a vehicle to meet personal and business obligations period.
  
  My Costs Far Exceed the Amount Im Requesting
  Ive spent over $4,000 on Ranger repairs alone not including insurance, registration, or taxes to make it roadworthy. Im not asking for reimbursement of those additional expenses. Im only seeking $4,000 the base purchase cost which is less than what a rental would have cost during that time. I do not expect to recover these additional costs or even the full purchase price upon resale. These expenses were directly caused by the loss of my Forester due to technician negligence.
  
  The Vehicles Resale Value Doesnt Offset the Damage
  That the Ranger could potentially be resold does not erase the financial burden or justify denying reimbursement. In situations like this, the cost incurred in securing emergency transportation due to someone elses negligence is reimbursable regardless of any future resale value.

  In standard damages claims, the fact that an asset might later be sold for partial recovery does not negate the financial harm suffered.The Ranger was purchased under duress, and the related costs were unavoidable.The $4,000 request reflects the minimal, necessary expense I would not have incurred if the dealership had not rendered my car unusable.
  
  I hope this helps clarify my reasoning and demonstrates why my request is entirely reasonable under the circumstances.
  
  As for the statement Ms. ***** gives examples of several things that could have incurred more costs, but they didn't it misrepresents the situation. Those costs were avoided only because I and others absorbed the burden that your dealership refused to take responsibility for including towing the vehicle to Anchorage and covering lodging, fuel, and other related expenses none of which should have fallen on me. Continental Subaru should have offered to cover these items, given the circumstances and repeated dealership negligence. These expenses were real, and they were preventable.
  
  Again, Continental Subarus admitted errors caused not one but two catastrophic engine failures. Ive suffered financial loss,stress, and repeated and continued disruption to my life and livelihood as a direct result. What Im asking for is not extravagant its the bare minimum for fairness.
  
  This entire situation could have been avoided had Continental Subaru simply offered full reimbursement of direct, reasonable costs and a decent, no-strings-attached warranty from the start. That would have been the ethical and professional response, given the severity of the situation. Instead, your dealership chose and continues to choose to delay,deflect, and offer inadequate remedies. This outcome is entirely of your own making not mine. It is especially disappointing, as I was initially impressed with your dealerships transparency and professionalism. But that goodwill has been squandered. It is unfortunate.
  
  While I believe Continental Subarus current approach has been coercive and unprofessional, I remain hopeful that a fair and respectful resolution can still be reached one that reflects accountability rather than avoidance.
  
  If Continental Subaru is unwilling to offer a fair and comprehensive resolution, I am fully prepared to continue pursuing this matter through all appropriate channels, includingbut not limited toformal complaints, mediation, and legal action if necessary.
  
  A genuine resolution requires more than vague language and bad-faith offers it requires accountability, professionalism, and a commitment to doing what is right.
  
  Sincerely,
  ****** *****