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:10/23/2024

  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 sold me a Gold policy for a lot of extra money and made me feel like I needed it in March 2022. For years they have denied repairs that were covered with this policy and I have just found out about this. They recently tried to do it again because the rear hatch wouldn't open. It was actually covered and they only fixed part of it. I was told they would repair the rest in writing and over the phone and they continue to not contact me to schedule the repair. And they refuse to cancel the gold policy. It is not even required to fix the current issues because I have a ***** mile warranty and am 4k miles below that. I just want to cancel the plan and stop being charged. I have sent in all the required information to do this on October 1, 2024 and the finance manager won't respond to my emails or voicemails anymore. I called today and was told there is no general manager there now to help, which seems completely ridiculous. Don't they have to have an acting manager on duty??? It's been almost a month. The worst customer service I've ever had in my life. The Subaru is almost a 50,000$ car and the gold policy has added to this in the thousands. What a waste! I want the Gold Policy canceled and I want it back dated and refunded in interest I've paid since the date I was given it. They have never honored the policy for things that should have been covered under it and I paid thousands out of pocket to another Auto Shop to repair issues with the car that Subaru lied to and said were not covered and Now I have come to find out they are indeed covered.

  Business Response

  Date: 10/25/2024

  ******* and ****** have had everything covered under warranty that was covered under the policy. We are happy to supply records of the claims that have been processed in the past. There was an incident recently on the rear gate hatch, where one of our service advisors was mistaken on a particular covered item which was quickly corrected by our service department. No money has ever been collected from the customer on any repair/replacement that was otherwise covered under the policy. 
  
  
  The customer's biggest complaint seems to have originated In regards to an instance where they slid their vehicle into a snowbank back in the time period of January of 2023. As a result, parts on the vehicle were broken which included a headlight, undercarriage cover and the center infotainment system. Because these parts were broken due to an accident, they are deemed to not be able to be claimed under Warranty by Subaru of America. Instead, the customer would need to address these issues with their insurance company if they desired compensation for the damaged parts.  The customers stated they spent thousands upon thousands of dollars to fix those items at another independent store on items we should have warrantied. 
  
  
  On October 1st, the customer reached out to our Financial Director about the issue, where he began his investigation into the customer's claims to ensure we had not collected money above and beyond what should be covered under their policy. These findings were discovered shortly before he left for vacation out of the country on the 18th of October. My Finance Director did not make any of us aware on this issue before he left so unfortunately ******* and ******s emails and phone calls were being missed and not responded to for a period of time because he was not in the office. 
  
  
  On October 23rd I "***** *******" was made aware of the issue by ****** who called in on the main line. I let her know I was the manager on duty and happy help here with the issue on the warranty getting canceled. I promptly obtained what was needed to cancel their service contract. This request was completed the same day at 5:26pm, backdated and prorated to the 1st of October 2024 when the request was originally made to cancel.
  
  

  Customer Answer

  Date: 10/30/2024

  Within an hour of submitting the complaint, I received a ***l from the manager yelling at me. I think she was notified of the complaint and wasnt happy. My rear hatch still isnt fixed and is indeed covered under warranty and the dealership still hasnt responded abut fixing it. They actually ***led and said we should drive to the next Subaru ( which is 3+ hours away) so they dont have to deal with us.  The rear hatch is closing on our heads automati***ly while trying to load things into the car. I emailed the manager promptly after her phone *** yelling and never received a response. 

  Customer Answer

  Date: 10/31/2024

  from: ****** ******** <******************************>
  to: *************************************************************************
  date: Oct 31, 2024, 8:28 AM
  subject: ******* ***** BBB Complaint against **** **** Subaru

  Hi *****,
  
  My name is ****** and I am the one who wrote in with ******* ***** to the BBB. I want to attach an email I sent to the service manager at Subaru who still hasnt responded. She called Will after I filed the complaint yelling at him about rear hatch and told him that we should take it all the way to ************ to get fixed. It is under two different warranties and they still arent fixing it. Their response to the complaint is irrelevant and doesnt address the issue which is that the rear hatch closes on our heads. They arent fixing it despite it being covered by warranty. And the mistake they claimed to have made, was more than a mistake and leads us to believe other things about how their dealership is being run when it comes to warranty claims.
  
  Im going to call you shortly Ill wait until 9/930 to make sure youre available. My number is ************. I was the one who took the car in for service so I can tell you exactly what happened.
  
  We have an almost $50k car that has a rear hatch closing on us with a baby on the way and no response to getting it fixed. Its a massive problem.
  
  And we no longer trust or want to go to the dealership after their countless mistakes
  
  Again, Ive attached the email I sent to the manager after she called Will to yell at him because I filed a complaint with BBB, instead of scheduling a time to fix the car. She has yet to respond.
  
  Sent from my iPhone
   3 Attachments
   

  Customer Answer

  Date: 11/12/2024

  from: Sierra ******** <******************************>
  to: *************************************************************************
  date: Nov 11, 2024, 4:06 PM
  subject: Re: ******* ***** BBB Complaint against **** **** Subaru

  Hi *****,
  
  Sorry to bother you again. We just received this email from Subaru saying the Gold Warranty weve been trying to cancel since 10/1/24 has been canceled but Subaru hasnt refunded it so the cancelation isnt actually effective.
  
  We have called the corporate office and have been told that the individual dealer is responsible for canceling and refunding because they are independently owned.
  
  Im attaching the emails.
  
  Our rear hatch has also not been repaired fully and the manager called to yell at my partner and told us to take it different dealership and now has called and tried to set the appt. up. Obviously it is super uncomfortable and we have been lied to about several things and there has been limited professionalism on their end. 
  
  We were told to drive all the way from Basalt to ************ to deal with this because they are sick of dealing with us. Thats so ridiculous. We arent driving hours away to resolve these issues.
  
  Please let me know how we can resolve this and get out extended warranty refunded. You can reach me at ************** if need be.
  

  
  

  Business Response

  Date: 11/26/2024

  Good morning, I have been reaching out to ****** since mid October trying to set up a time to pick up the vehicle and leave a service loaner while repairs are being completed. During the conversation he expressed we never repair the vehicle to his satisfactory and we discussed previous repairs. He expressed he does not wish to continue service with us.  I did tell him if he was unhappy with our service he could go to another Subaru dealership but we would like to make the repairs requested and do anything necessary to fix his issues he is having with the vehicle. I did inform him I would get in contact as soon as a loaner was available. On October 30th I had a loaner set aside so we could complete repairs and have left several messages none of which have been returned.

  Customer Answer

  Date: 11/27/2024

  Complaint: 22465236
  
  I am rejecting this response because:
  Complaint: 22465236
  
  
  The last conversation we had, I said the rear hatched was not fixed properly. I was told that it was and that I had opened it when I pick up the car. That is not true, I dropped my girlfriend off to pick it up and I did not test anything. She then said your girl friend opened it three times which is also not true. She said she had it on camera which is also not true. My girlfriend said she opened it once and shut it immediately. The problem with the hatch is it wont stay open, which we didnt notice until we got home because we just opened and shut it and assumed it was fixed because thats why I brought it in. I was then told if I dont like the service I can go somewhere else. After that and what was included in the previous complaint (manager called me yelling at me) I said I felt uncomfortable bringing my car in to be repaired at their dealership. Obviously there is a massive lack of trust on my end from this dealership, with good reason. I was not called about getting a replacement car while mine was being fixed until after the BBB had contacted the dealership. I still dont trust that the dealership will fix it properly after all they have done and no apology.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:05/30/2023

  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 bought a 2011 Jeep Grand Cherokee from them back in September of 2022. They showed me the inspection they did on the vehicle and we closed on the deal. I bought an extended warranty through Endurance. Approximately 3 weeks ago I took it in for an oil change and they did an evaluation and it came up with some issues that were not on the original inspection. 1 oil pan leak with possible rack and pinion seep 2 Rear drive shaft bushing starting to crack. I called Endurance and they initially told me it was covered. I then took it to my mechanic and they said they would work with the insurance. When it came time to get an Authorization number from Endurance the claim was then “DENIED” because the issues were considered “pre-existing”. I did email the Salesperson, Keith Winkler, and the General Manager there but neither responded. I also contacted the RECON office of Phil Long here in Colorado Springs, but they wanted to charge me for yet another inspection fee. The approximate cost to fix the Jeep is going to be $4000 to $5000 and I feel like they purposely sold me something with a lot of “pre-existing”, expensive issues. I think they need to be held responsible for this

  Business Response

  Date: 06/26/2023

  Dear Better Business Bureau,
  We are writing in response to the customer complaint filed against our company regarding an oil leak issue in a vehicle they purchased from us. We appreciate the opportunity to address the concerns raised by our valued customer.
  According to our records, the customer purchased a 12-year-old car with 115,456 miles from our dealership approximately 7 to 8 months ago. At the time of purchase, they declined warranty coverage, which would have provided additional protection for unexpected repairs. We understand the customer purchased an extended warranty from an aftermarket provider and is declining repair.  
  As a company, we respect the customer's decision to decline our warranty coverage, although we always recommend it as a means to ensure peace of mind. Without warranty coverage, any repairs or maintenance costs incurred after the purchase would be the responsibility of the customer. 
  Considering the age and mileage of the vehicle in question, it is not uncommon for certain mechanical issues to arise over time. An oil leak can be attributed to factors such as wear and tear on seals and gaskets. While we empathize with the customer's situation, the cost of repairs would fall under their responsibility. I understand the customer contacted the Phil Long reconditioning department in Colorado Springs to review the situation. The appointment was missed and no evaluation was completed. 
  We always strive to provide the best possible service and customer satisfaction. In this case, we recommend that the customer consults with a trusted mechanic or an authorized service center to assess the extent of the oil leak and provide an estimate for the necessary repairs.
  We understand that the customer expects a resolution to their concern, and we are committed to assisting them to the best of our ability. If they require any further assistance or if there are any additional questions, we encourage them to contact us directly. We would be more than willing to assist them in finding a reputable repair service or providing any further information they may need.
  Thank you for your attention to this matter. We value our relationship with the Better Business Bureau and appreciate your efforts in facilitating communication between businesses and consumers.

• Initial Complaint

  Date:03/27/2023

  Type:Product 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.

  March 2023, I leased a vehicle through the dealership. Brand new. Bernadette was the salesperson. I told her my deal breakers were cruise and XM. She assured me it had both. We worked the details over the phone prior to me driving to dealership. After paperwork was done, she showed me the vehicle. Showed me the XM icon which turned out to be android auto. I left dealership and as driving home could not locate the XM so within 10 minutes of leaving, I called her back. She insisted for a couple of days it had XM, but I was just missing it. We moved to text. I have never been back there. A day or so after sale, Carroll called the dealership where my mother works and told another manager I had been in the dealership screaming and yelling and threatening to go on social media. He also called my friend at the Ford dealership and said same thing This was all untrue and Carrool text that he had called the other dealership back and said he was mistaken. I believe he got confused when I said I would not complete their survey which I was asked about 6 times to complete. At time I felt no review was better than a bad review
  You can confirm by screenshots I will upload. Every since I have had the car the radio has not worked right. The Subaru in Grand Junction has looked at multiple times and said the radio needs replaced, but it would be a used refurbished radio. Since I bought vehicle brand new, I feel like I should get a new radio. Im told the car isnt even wired for XM, but if it is I feel like the new radio should be XM compatible, even if I have to pay the premium. Grand Junction Subaru has been great so in no way am I complaining about them. I have attached screenshots to support my timelines and my claim Subaru called the Toyota and Ford dealerahips and lied about my actions. However Carroll did call and apologize about the lie. I can also produce phone logs if needed

  Business Response

  Date: 04/06/2023

  I am unable to see attachments..can you resendTell us why here...

  Business Response

  Date: 05/03/2023

  Hello Clay,

  Sorry for the late reply on this matter. I was advised, nearly at the same time Jeri Batchelor filed a complaint with BBB she also filed a complaint with the Colorado Dealer Licensing Board. This required the involvement of our Corporate Attorney. The complaint is as follows.

  A complaint has been filed against your dealership by Jeri Batchelor in regard to the sale of a 2022 Subaru Crosstrek purchased on 03/19/2022. The allegation is that you falsely advertised the vehicle of having SiriusXM radio.

  Attached is the complete correspondence remitted to the Licensing Board. Thank fully the
  investigator realized that this matter was resolved to the customer’s
  satisfaction and now she wants to revisit it. Please let me know if you need anything further from me.

  Sincerely,

  Carroll Winkler
  General Manager
  Phil Long Subaru
  
  D: 970.456.4901
  C: 970.379.9630
  O: 970.456.4900

  Customer Answer

  Date: 05/04/2023

  Complaint: 19852514
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  Jeri Batchelor

  Customer Answer

  Date: 05/06/2023

  Complaint: 19852514
  
  
  
  I am rejecting this response because:
  I answered this last night so nit sure why receiving again.   The dealership is trivializing the issue.   I understand the fact they lied in writing and attempted to tarnish my reputation at 2 dealerships with a lie admitted to in writing is my bad luck but I am not revisiting.   Ibhave been making constant trips for a year having radio looked at because the system is defective.    The GWS service dept, last being Sara, keeps saying they cant do anything although the GJ Subaru on the 5th inspection said the radio needs to be replaced.  That has nothing to do with XM eirher.   I cant attach video but I have aboit 15 of the stereo malfunctioing.   I just want a new radio understanding it wont have sirius either
  
  Regards,
  
  
  
  Jeri Batchelor

  Business Response

  Date: 05/12/2023

  Phil Long Subaru does not have service records of this customer's vehicle being in our service department to date. The vehicle history record with Subaru of America shows the radio head unit was reprogramed at Grand Junction Subaru December 8th, 2022. I have been advised that the customer contacted our service department a few weeks ago on a Saturday inquiring about a phone number to contact Subaru directly, which the advisor provided. A discussion also took place about the radio head unit needing to be repaired or replaced under the factory warranty for the vehicle. The customer informed our advisor that she had knowledge that a replacement radio would include a refurbished head unit and not a new head unit. This was unacceptable to the customer, and she wanted to escalate the matter to Subaru to receive a new head unit replacement. Refurbished head units are standard operating procedure when needed to correct the issue. Phil Long Subaru has not seen the vehicle or diagnosed the head unit issue at this point. The factory warranty on Subaru vehicles is 3 years from the in-service date or 36,000 miles.  

  Respectfully,

  Carroll Winkler

  GM

  Phil Long Subaru

  Customer Answer

  Date: 05/12/2023

  Complaint: 19852514
  
  
  
  I am rejecting this response because: I have said multiple times the vehicle has been seen in GJ multiple times.   Phil Long lies in writing so no I didnt ever step foot back in there.    And yes its unnaceptable the unit woukd be replaced with someone elses broken and fixed unit when I have had issues with this unit since day one.   Toyota doesnt replace new with broken.   Ford doesnt either.  This is a policy of Phil Long only.   Any decent dealership would replace a faulty new stereo with a new good stereo.   But Phil Long just continues to play words because eventually customers give up because of rhe BS.   I have multiple cideos over the past year showing the issues and I have only had rhe vehicle for about 14 months.   Decent is decent.  Im not after anyrhing I haven't paid for.   Im not even pushing that Bernadette lied in a text that I have that XM in vehicle.  I jsut want a fixed vehcile.  And the service checks were done in GJ about 5 times.   Its all in writing.  Phil Long only has their BS double talk.  
  
  
  
  Regards,
  
  
  
  Jeri Batchelor

• Initial Complaint

  Date:01/04/2023

  Type:Customer Service 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 found a 2019 **** online that looked like it was located at Phil Long Glenwood Springs Subaru, When I went to look at it they told me it was actually at ******* **** ********* in Colorado Springs but that was all part of their dealership group and they could get it for me if I paid the cost to bring it to Glenwood. I have flight benefits from my employment so suggested I fly to see it and just purchase from ******* **** if I liked it but Phil Long represented that they would save me the dealer handling fee if I purchased from them in Glenwood but that I would pay the cost of transporting it which I believe was $600. Plus then I would be dealing with a local dealership. So I went ahead and agreed to this, The car cost me $31,878.05 plus a $500 deposit so a total of $32,378.05 at the dealership. Although the car was not ready to pick up until 10/3/22 they insisted on all paperwork being dated 9/30/22 for their quotas which voided the three day right to change vehicles if the vehicle was unsatisfactory. They refused to change the dates on the paperwork to 10/3/22 which was the actual purchase date. Then they had discovered a problem with the suspension which they undertook to fix and as I was out of town for the next 6 weeks I was not able to pick up the car until I returned. At that point I saw the navigation system was not working and took it back but they couldn't fix it. I was then out of town for two weeks and on my return saw that the check engine light, park brake service light and auto stop/start light were intermittently on PLUS the drivers side door would not latch when the weather was cold so I could not drive the car. They agreed to look at these issues and gave me a loaner car. After three weeks they said it needed to go to a **** Dealership but would not take it there, insisted that I pick up the car despite having not fixed anything including the door latch issue and threatened me with legal action if I did not immediately return their loaner vehicle.

  Business Response

  Date: 01/31/2023

  (attached)
  
  We received your complaint letter dated. In your letter, you mentioned that you would like reimbursement for expenses incurred but I do not have evidence of such expense. We understand how this state of affairs could be an inconvenience. We are currently investigating the matter/working on a resolution, etc..
  We hope to have achieved a solution by end of week. In the meantime, please know that your feedback is important to us. We value any insights that can help us do better.
  If you have any more questions or concerns, please contact us at ************.
  Thank you for your continued support.
  

  
  

  Customer Answer

  Date: 02/14/2023

  Hi
  
  I am sorry but I did not receive that email. 
  
  Attached are the receipts plus report from the **** dealership. You will see also in the report that the radio needs to be replaced in order for the navigation system to work. They told me that would cost $1000 ... I did not ask for that quote in writing as I simply can't afford it. I paid for the things that were absolutely necessary for the car to be safe and roadworthy..
  
   I think that it is wrong for the Subaru dealership to sell me a **** from their sister **** dealership in the same group of companies then refuse to take responsibility for undisclosed faults with the car.
  
  I would expect them to reimburse the costs I had to pay to get these issues fixed per the attached receipts as well as replacing the radio so the navigation system works.
  
  I paid the full asking price for the car plus the cost of transportation from the first **** dealership to the subaru dealership.  It was a lot of money and the most expensive car I have ever bought. They did not advise me of these preexisting problems with the car but instead represented that there were no problems with the car.
  
  Thank you for your assistance in this and yes I would like the complaint reopened please.
  
  Best regards 
  ******* ****** 

  Business Response

  Date: 02/24/2023

  In response to this complaint the vehicle worked properly when it left our dealership.  However, in good faith we will write her a check for the $504.43 from ******** ******.  I hope this finds closure to this matter.
  
  Roy W*****
  
  
  

  
  

  Customer Answer

  Date: 02/24/2023

  Better Business Bureau:
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  ******* ******
  
  
  Thank you for your assistance in this matter.
  Obviously the vehicle was not working correctly as they told me I had to take it to the **** dealership because they couldn't fix it. 
  Anyway I wiIl accept their offer to reimburse me the $504.43 costs from ******** ****** as resolution to this complaint.
  There is still the matter of the navigation system not working but although disappointing it is not essential to driving the car so I am not pressing that further with Phil Long Subaru.
  They can send the check to me at *** ******* ***** ** *** ** ****** ** *****.
  Again, I am grateful for your assistance. 
  Best regards 
  ******* ****** 
  

  
  

  Customer Answer

  Date: 03/08/2023

  Hi
  I still have not received the check referenced in email below from Phil Long Subaru...
  Best regards 
  ******* ****** 

  Business Response

  Date: 03/08/2023

  Sent out Monday March 6th 2023

   

  Customer Answer

  Date: 03/10/2023

  I received the cheque today... thank you sincerely for your help in this matter.
  
  Best regards 
  ******* ******