Complaints

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• Initial Complaint

  Date:08/31/2023

  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 took my 2016 WRX to DCH Subaru on several occasions for this issue I've been having. My car when shifting out of 1 gear to 2, the car hesitate then its like it a boost in to the gear. The first time I took it in, I was told it was something within the transmissions. I was ASSURED by *********************, this was the issue and I was charged over $3000 to fix it. Once I left the service, I noticed it wasn't fixed. I vibrate *****, service writer back and told him it's not fixed. After taking it back they assured they couldn't duplicate my complaint. A couple month later it got worse. The technician ****** drove it with me and felt it. He told ***** their is an issue. They checked it and said Subaru corporate told them it's because of the heat. I couldn't accept that so I talked to service manager and he had it checked again. They couldn't duplicate it but each tech that rode with me can feel it but nobody knows the issue nor can fix it. I was then told it could be because I never had the 60k service done. So today, 8/31, I paid over $800 for this service. It drove fine but the problem has come back hours later. The car was purchased used with no issue until here recently. I take it to dealer thinking they are more advanced with fixing their cars but this problem will not go away and it seems they all have felt the fluttering but nobody can fix it. Now here it is they are saying it's a weather issue problem and it can't be resolved but none of my money was refunded nor have the car been deemed a lemon. I can't see this being a weather issue and Subaru haven't found a remedy or recall to fix it. I've admitted this car for years and this 1 issue that can't be resolved is leaving a sour taste for me with Subaru.

  Business Response

  Date: 09/08/2023

  ************ presented his vehicle for service on 7/12/2022 complaining of a hesitation or jerking during operation. Upon inspection, it was discovered that the transmission mount bracket at the firewall was cracked.This was deemed a priority repair as the possibility of the transmission coming loose while driving would be a serious safety issue and also could cause extensive damage to other components. It was also suspected this likely was the cause of his concern. This extensive repair required removing both the transmission and engine, outsourcing the installation of the new bracket to a body shop for welding, and reinstalling the engine and transmission. ************ approved this necessary repair. The technician drove the vehicle prior to its return to ************ and found the concern no longer present.
  
  On 9/6/22, ************ reported that his concern had returned and that he suspected that excessive heat made it worse as it had increased over the previous hot weekend. He did not visit the dealership for a diagnosis.
  
  On 6/30/2023, ************ next visited the dealership and reported a slight hesitation while accelerating. computer diagnostics indicated a startability malfunction possibly causing a communication issue in the electronic control module. This code was cleared, and the technician test drove the vehicle and the car was operating as designed. There was no charge for this visit.
  
  On 7/13/23, ************ again brought the vehicle to the dealership concerned about a jerking in his transmission. Inspection of the transmission revealed no mechanical issue. Computer diagnostics revealed no fail codes. A case was opened with Subaru Techline, who stated due to high temperature weather is causing WRX vehicle to adjust timing to correct for knock in engine.Vehicle operating normally due to weather condition.  The knock in the engine would occur during very heavy acceleration in high heat. The transmission timing is designed to automatically adjust to avoid engine damage.There was no charge for this visit.
  
  On 7/29/23 ************ returned with the same concern and asked that the spark plugs, transmission, and differentials be inspected. The vehicle was inspected, and no defects were found with the transmission and differentials.The vehicle was test driven and no issues could be duplicated. ************ was informed that with ***** miles on his vehicle he was ***** miles overdue for his 60000-mile service which would include a needed spark plug replacement.Again, there was no charge for this visit.
  
  On 8/30/23, ************ returned to have the overdue 60,000-mile service completed. He again expressed the same concern, but none was detected during a technician test drive.
  
  On 7/12/22 ************ approved and paid for a necessary repair to avoid safety issues or possible damage to his vehicle. This repair was performed correctly. His next paid visit was for overdue maintenance and was performed correctly. Subaru Techline has informed us that they agree with ************* suspicion that high heat is causing the issue, but only when combined with higher-than-normal acceleration causing an engine knock that vehicle software immediately adjusts for to avoid engine damage.
  We have requested that ************ return to the dealership if he would like further diagnostics but to date he has not done so. All repairs and maintenance performed were necessary and completed correctly so no refund is due.

  Our offer for further diagnostics is contingent upon ************ softening his communication style. His communications in writing always include name-calling, baseless accusations, threats that we will be judged by God, and a refusal to acknowledge that all repairs and maintenance completed were necessary and completed correctly. This abusive behavior has no place in our work environment. In addition, he has failed to acknowledge the free diagnostics and repairs completed for him as goodwill.

  Customer Answer

  Date: 09/12/2023

   I am rejecting this response because: The statements made are incorrect. 

  Even though the repairs made on my car was necessary, this is not what the car was brought in for. I was guaranteed that the repairs were to guarantee to fix the issue that I was having so I approved the repairs under the impression my issue as resolved. However, each time I brought the car in, I was told that the problem was something else in which I was informed that it would fix my issue. My understanding is that this being the dealership of the make of my car, that they would have a better idea on how to resolve the issues that comes about with the cars they manufacture; therefore, I believed the repairs they GUARANTEED me would fix the issue was going to actually fix the issue, in which you can see the issue is still the same from day 1. Now here it is I had the 60k service done again since it was not completed at a Subaru dealer. My spark plug was changed when I purchased the car from another dealer. When I spoke with the technician (******) on the test drive, he informed me that my spark plugs were not dirty nor damaged but was changed just to see if this would fix the issue. Upon his knowledge, they didn't need to be changed. So now after talking to ***, they want me to bring the car in AGAIN, to try to resolve an issue they have not been able to resolve each time I brought the car in. How many times must they use me and my car as a guinea pig to try and fix the issue? Each time I go back, it's always another issue that was never discussed earlier because the repairs performed were supposed to have fixed the issue. I was told this last time, they contacted Subaru headquarters and was informed it was a software issue, so if this was the case why was there a need to do the 60k miles service, again? Why wasn't the software corrected then? But now, they want me to bring back to contact Subaru again, to see "how" to fix the software issue? This doesn't make since when they could've fixed the issue before instead of telling me I needed the 60k mils performed by a Subaru dealer? 

  Now he also mentioned that I was name calling, I said it appears that the service techs appear to be incompetent because I keep getting this guarantee that their service would fix the issue and it never does.