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:08/16/2023

  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.

  August 16th, 2023, $380 service, part installation / customer service, issue with mechanic.The service they did on my car was great, but I had a really disturbing interaction with one of the mechanics there. A check engine light appeared on my car five minutes after leaving their shop, I thought nothing of it and didn't assume any wrong doing, I simply brought it back to their shop to figure out whats going on. I asked **** if there was any chance he knew why this happened, it took a few min for him to come back with the codes and he immediately started to yell at me in an extremely unhinged way. It was as if he was in an imaginary argument with me, I didnt even imply blame or accuse them of anything during our whole interaction. He was literally screaming at me for ten minutes straight how they did nothing wrong and how all these codes were my fault, despite the car being completely fine for years before it came to his shop. After a few minutes, **** began insulting me by suggesting how I and his customers never read the manual or how we dont want to work on our own cars (all because I brought my car back). It took about 10 minutes for **** to stop yelling and slamming his books on the ground, I pointed out how insane it was for him to treat a person like this and how I havent even accused him or the shop of any wrong doing. I've never experienced so much anger and vitriol from someone in a shop before, **** calmed down and then said he would cover any wrongdoing this shop has done for me. The car engine light was gone after his coworker reseted my ECU for me, **** was then visibly embarrassed and explained it was a false CEL, and that I can return if it happens again. Everyone else at the shop was extremely nice to me, I would like some kind of refund or compensation for the way I was treated. I have a very obvious neurological issue and it makes speaking very hard for me, **** seemed to be very aware of this and interrupted me as much as he could.

  Business Response

  Date: 08/16/2023

  Simply ******** will be happy to offer a full refund.  Please have the customer contact us to process the refund. -(Owner)

  Customer Answer

  Date: 08/17/2023

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

• Initial Complaint

  Date:04/11/2023

  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.

  Date: Dec. 20, 2022 Amount: $3946.84 My 2011 ****** Outback (first/only owner) cleared 100k miles, so I asked Simply Subarus (SS) for a timing belt replacement, to check a possible coolant leak, and for SS to perform a deep diagnosis and let me know whatever needed to be done. I wanted to drive this vehicle another 100k miles. They told me over the phone what they thought was needed. I was told over half of the work had already been completed, but, regardless, I did agree to all they suggested. This phone call was on 12/20/22; I was charged in full on 12/20/22. In brief, I picked up the car 12/21, drove it 93 miles, and it blew up on 12/24. I returned to SS 12/26, had them tow it back to them, they re-fixed it, pressure tested it for an hour, took it on an alleged two hour test drive, and then the head gasket blew when their technician was five minutes away from SS. The tech allegedly had a high-tech scanner monitoring the motors temperature, in real-time, during the drive. Despite that, the head gasket blew under his supervision. He then drove the last five minutes back to SS. I had a 30 minute discussion (12/30) with *********************** (SS), and very clearly explained my frustrations with their work quality. I clearly said, I will ask you straight up - I want you to fix the head gasket. Thats it. Later I said, this is business, and Im not happy with your business. **** of SS refused to take responsibility for the damages SS caused to my vehicle, damages which made it inoperable. To be clear, all that **** offered me was to charge me more, in order to fix their damages. I had to buy a new car that day. I have documentation of invoices from SS, as well as audio recording (and transcription) of the discussion between myself, ***********************, and my partner, ***************** (12/30). Also, invoice from SS (12/20) notes the odometer at *******. Their invoice from (1/6/23) notes *******. It went DOWN 258 miles, and I just dont know how they did that?

  Business Response

  Date: 04/11/2023

  The customer's vehicle first arrived on 12/20/2022.  The customer's complaint was regarding a visual coolant leak as documented.  The technician visually identified an external coolant leak from the lower radiator hose and recommended replacement.  Customer approved repair and requested replacement of additional needed repairs and maintenance items (battery replacement (battery failed test), oil change, rear brake pad and rotor replacement, valve cover gasket replacement (due to leak), spark plug replacement (due to mileage), front and rear differential fluid changes, transmission fluid change, and timing belt (water pump and OEM thermostat) replacement (due to age and mileage).  The customer approved these repairs before work was performed and proceeded to pay over the phone.    
  Vehicle returned to shop on 12/26/2022.  Customer stated the vehicle overheated and lost all coolant.  Technician performed visual inspection and pressure test of coolant system.  No external coolant leaks were found.  Technician removed the thermostat and replaced it with another new OEM thermostat (due to overheating it is common for a thermostatic thermostatic element to become damaged) and performed road test monitoring engine coolant temperature.  After extended road test engine coolant temperature began to rise.  Technician returned to shop and performed electronic hydrocarbon test.  Technician confirmed signs of hydrocarbons in coolant system indicating failed cylinder head gasket.  No additional charges were given to the customer at this time.  As explained to the customer there is unfortunately no way to fully test an engine coolant system without first ensuring and verifying there are no external coolant leaks.  We did attempt to offer the needed repairs at a reduced cost to the customer.  The customer initially seemed pleased but later issued a chargeback with the credit card company for the full total of all of the services including the customer requested maintenance items.  We have since submitted the requested information to the credit card company.  The credit card company has reviewed the information we provided and has declined the customer's chargeback request.  The vehicle proceeded to be stored at the shop until 1/18/2023.  No storage fees were charged to the customer despite clearly posted sign. 
  While we are sincerely sympathetic to the issues the customer's vehicle has experienced, beyond previously offering the needed repairs at the significantly reduced cost.  We are unfortunately unable to further assist the customer with repairing the vehicle free of charge, nor able to offer a refund for the work that was pre approved and performed.  
  Regarding the mileage discrepancy this has been since corrected in our system and the individual who mistakenly inputted the incorrect number has since been fired. 
  
  

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19921122
  
  I am rejecting this response because there are many assertions made by Simply ******** (SS) that are simply non-factual; there are also several statements that are non-credible.  Also some points of clarification.
         The vehicle did not arrive on 12/20/22.  It was paid in advance on 12/20/22.
         I approved the repair of the coolant leak and replacement of the timing belt was approved by me.  None of the other noted repairs/work were requested by me, they were recommended by SS and I agreed to them.
         There is no indication from SSs documentation/invoice that an OEM thermostat was put in the vehicle, twice.  In fact, there is no documentation from SS regarding the brand name/specific identification / serial number(S), for any fluids or part(s) used by SS.  This means that there is no documentation that the parts used were new, or what they are actually are.
         The vehicle did return to SS on 12/26/22, at SSs expense.  They had it towed back to them.
         I dont know what a thermostatic thermostatic element is.
         The head gasket was noted to fail by **** (of SS) after they re-fixed the problems presented on 12/26.  It was noted that the vehicle underwent an hour long pressure test, prior to the road test of nearly two hours (I had my guy drive it and we he had it all the way out to past ****************]. And then on the way back, it wasn't until he was about 5 minutes from here, that it started to actually get warmer.  SS:  I sent my, I sent my guy out and said I physically [inaudible] with the scanner. I was like drive this thing around and watch the temps, you know what I mean? And I sent him distinctly on a route that we take a long distance route and it wasn't until he's about 5 minutes back, that the temp, he's watching it on the screen, because it actually gives us a number as opposed to looking at, you know, just a blue light, which has like a 30 degree window, and then you have no light for, uh like a 100 degree window, and then when things are bad, you have a red light.
  o   From my/customer perspective, you were monitoring the motor temp with a scanner, which provided actual numbers, not just the blue/red dash light indicator.
  o   The temp was elevated, the head gasket blew five minutes from the shop, and the technician continued to drive it back to the shop.
         Re: "there is unfortunately no way to fully test an engine coolant system without first ensuring and verifying there are no external coolant leaks It was stated that it was verified there are no external coolant leaks, so why could the engine coolant system not be fully tested?  BUT also, it was noted that it was fully tested for an hour, in shop, before the two hour drive.
         I was NEVER PLEASED with their offer to fix the damages they did to my car.  (Recorded evidence).
         The chargeback request with the credit card company is open, not closed.
         Re: the mileage discrepancy correcting it in their computer system does not make it a fact.  Numbers were changed on their computer.  And how could they correct it, without the car ion their possession?
         The car was NOT towed off their property on 1/18/23.  It was towed off at 1/8/23; odometer at that time was ******* down from 109,951.  (Recorded evidence).
  

  ALL recorded evidence can be provided.
  
  Sincerely,
  
  *******************************
  

  Customer Answer

  Date: 04/17/2023

  I am asking for $3946.84, the amount I paid in full. When I took the car in, KBB value was $5500, minimum. Simply Subarus made my car inoperable. They monitored the temperature on a two hour drive, with the assistance of a high tech scanner, watched the car overheat, and continued to drive it back to their shop. I spent nearly four thousand dollars for them to ruin my car, and I had to go buy another car. 
  

  Previously, I sent BBB the audio transcript; I can provide the actual audio, if need be. 
  

  Thank you,

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

  Business Response

  Date: 04/19/2023

  All of the parts installed in the vehicle were indeed ************** Parts.  Our invoicing software does not print part numbers on the invoice.  We received full approval from the customer for all of the work that was performed.  The cylinder head gasket failure was caused by the vehicle overheating due to the failed and leaking radiator.  The following road tests were all performed to or above industry standards.  We are regretfully unable to offer any refund for the work that was performed.  The individual who recorded the incorrect mileage has since been terminated.  We have no further comments at this time.

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19921122
  
  I am rejecting this response because: I am requesting to pursue non-binding arbitration
  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/03/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  Sincerely,

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

• Initial Complaint

  Date:11/22/2022

  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.

  Took my outback in for new front brakes and rotors, was quoted $450 which is actually pretty fair considering the parts are about $250.They called in the afternoon to say my rear brake pads were getting close and see if I wanted them done, I said sure.I go to pick up the car and the total is now $922 because they replaced the rear rotors as well as the pads without my authorization.The rear rotors and pads were replaced less than two years ago (***** miles), were under warranty, and not scored or out of tolerance.They then told me if I dont replace the rotors every time I do the pads I might not be able to stop my vehicle, which is a blatant lie.I have been around and worked on cars and motorcycles my entire life and am most upset about the them lying while looking straight at me.This is the standard rip off auto shop.

  Business Response

  Date: 12/02/2022

  We have already spoke with the customer to come to a solution.   

  Customer Answer

  Date: 12/09/2022

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