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:03/26/2024

  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.

  On 3/5/2024 Premier Subaru had a driver come pick up my car for warrantee work (they installed a remote start incorrectly) at 11:16am on 3/5/2024 I have security footage of their driver leaving with my car undamaged. When it returned on 3/6/2024 it had damage to the rear bumper. After contacting the service department they have camera footage of it arriving damaged. We agreed I could get a quote from a local body shop to correct the damage, the total came to $1,750. When presented with this quote they refused to accept fault (even though it’s on camera leaving undamaged and arriving damaged under their care). They offered $300 to “repair the rear bumper” but I would have to cover the additional 100+, and I would have to use their body shop. I should not be responsible for ANY of the cost and I should be able to bring it to a local certified body shop of my choosing. The bumper is not “repairable” according to more than one certified shop, it needs to be replaced and cannot be done for the $400 that premier is claiming it can, even if it could, why should I have to pay ANY of the cost when it was damaged under their care? Absolutely appalled by this dealer. I tried being very nice and civil with them, they refuse to take ownership what they’ve done. I’ve already sent the repair quote to the dealer.

  

  Business Response

  Date: 03/27/2024

  We have never seen any security footage from this customer stating the vehicle was undamaged prior to giving it to us.  We do have security footage of the vehicle damaged when it got here and we know there was no incident on highway on way here where someone drove into the REAR bumper of the vehicle so while we knew this damage did not occur on our watch we offered to assist customer in interest of customer service.

  The quote he received from his body shop was astronomical, We are very familiar with appropriate pricing in our business, and it exceeded the cost of an entirely new bumper.  We offered to do it at a local body shop we do business with continually who is of excellent quality or we offered to give him what they would charge us toward his preferred body shop.   Keeping in mind we know we did not damage his bumper, trying to resolve the situation.

  He became very upset and threatened us with legal action so my Service Manager stated she was discontinuing the call and he could refer his lawyer directly to me.

  We have no obligation to repair the bumper but we attempted to work it out in good faith and it was met with hostility and threats.

  Our intentions were clear and our position has not changed.

  Sincerely,

  Kerri P******

  Vice President

  Customer Answer

  Date: 03/28/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  There are several things that are untrue… I never “threatened” anyone with a lawyer, I simply stated via text that “my lawyer advised me to not accept the offer” I don’t know how I could seem “upset” and they needed to the phone call because it was a *text message* not a call. I was also never offered the money they claimed the damage was valued at to have it repaired at the body shop local to me, this is a blatant lie. And while it’s true I cannot forward the photo evidence of it leaving undamaged, they never provided me with clear proof it *was* damaged when it arrived. Saying that it’s “impossible for it to have been damaged in transit” is simply another lie. I’ve never yelled at, been rude to, or threatened anyone at this dealer. In fact I found everyone quite polite and nice… I’m sad that this has to end this way. I was speaking very highly of this dealership before this incident, everyone I talked to and dealt with was very helpful and friendly. This whole ordeal is just a shame.
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 04/01/2024

  There is not any further response - the complaint stated they proved it was not damaged prior to BBB but now says oh that is correct I didn't actually do that but we are the liars?

  We have no further response - we have stated exactly what we offered any why and we are absolutely finished with this matter.  We do not owe this customer anything at this point and if they wish to have their attorney contact us they can direct any information to my attention.

  Kerri P******

  Vice President

  Customer Answer

  Date: 04/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This business clearly has problems that are coming from upper management down. The VP of this location is the only person who has been downright nasty and lied to me. At this point I am washing my hands of this company and wish the best for their employees and customers. Good luck, no need for further communication.

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

• Initial Complaint

  Date:07/18/2023

  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.

  On 7/1/22 we bought a 2020 ****** ******* from sales consultant Cassidy V***** at Premiere Subaru. When we were looking at vehicles we made it clear that the vehicle must be able to pull3,500 lbs. We were assured that the
  2020****** ******* we were buying
  would pull that weight. This past spring we ordered a hitch and again we’re assured it could pull that weight We had the hitch installed at the dealership
  We attempted to. Hook up our camper and the hitch and the camper dug in the
  ground. The hitch wouldn’t work with our camper. This past week our daughter went to the dealership and after getting a manual was told that the
  ****** we bought would NOT pull that weight. My husband and I are retired -
  I’m disabled - our plans for camping can’t possibly happen. We have a
  $25,000 camper and a vehicle that can’t
  pull it even though we were assured at
  the time of purchase that it could. Right now we don’t know what to do. We would like Premier Subaru to make good and without it costing us any more money (that we don’t have) and provide us with a vehicle that will pull our camper or at least pay off our camper loan so we can look for a camper that our vehicle can pull. We really need help with this problem

  

  Business Response

  Date: 07/18/2023

  This vehicle was sold approximately a year ago.

  We have made every attempt to assist the client.  The customer switched models to a different model - on their own - as the original vehicle quoted was too much for the customer.  The less expensive model is advertised with a lower towing capacity - as, is the specifications on Subaru.com, and all factory literature.  
  

  The tow hitch we sold them is appropriate for the vehicle.

  We have previously offered them trade options, but, they have declined.

  Outside of them trading the vehicle - under one of the options we have provided to them - there is little we can do.

   

• Initial Complaint

  Date:08/29/2022

  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.

  Went to premier Subaru 3 times. Was offered 25k for my trade in ********* 2020. In a ten day period my trade went from 25k to 24k. I also told them 3 times I did not want window etching and nitrogen service. I want my original trade of 25k restored and the fees for etch and nitrogen removed. As you can see from my paperwork these are “optional” yet I was forced to take them if I wanted the new veichle.

  

  Business Response

  Date: 08/31/2022

  Good morning,

  Please note to clarify the situation, Ms. ******** has not actually purchased this vehicle from us.  She has a deposit on an ordered vehicle and other than the refundable $500 deposit, no money nor final paperwork has been completed on this transaction.

   

  Ms. ******** came into the dealership on 7/21 however she did not have her ********* with her that she wanted to trade in.  She was given an estimate of $25,000 as current value on that model with stated mileage.  No purchase transaction was consummated.  She returned on 8/8 to further pursue purchasing a new vehicle but again did not have her ********* trade with her and no deal was consummated.

  On 8/18 Ms. ******** returned for a third time and did have her ********* trade with her.  It had some damage to the front bumper and stains on the upholstered seats.  In addition the mileage was higher than originally quoted as it had been driven an additional month since the original estimate.

  Ms. ******** agreed to the terms of the deal and authorized a deposit of $500 on her credit card on 8/18/22. 

  The Vin Etch and Nitrogen are clearly marked optional on the purchase order - as she stipulated in her complaint - and she has purchased two vehicles from us in the past, 2017 and 2020, and they were offered on both those vehicles in the same manner.
  

  The trade value will not change.  The customer is welcome to decline the Vin Etch and Nitrogen at any time before the vehicle arrives and the vehicle services are actually performed.  The vehicle is scheduled to arrive sometime in September.

  We would also refund Ms. ********** deposit if she would prefer to cancel the deal.

  All these items would have been discussed directly with her if she had inquired, which she has not.  We were not even aware she had an issue with the trade value nor the optional services.

  As always, we strive for a pleasurable and trusted experience with our customer.  An assumption could be made that we had succeeded in that with this being Ms. ********** third agreed upon purchase from our dealership in the past five years however, based on this issue it may be best to refund deposit and move forward as I can't even imagine why she would take this to BBB when it has not even been discussed with us and she is a long time customer.

  Sincerely,

  Kerri P******

  Vice President and General Manager

  Customer Answer

  Date: 08/31/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I will purchase the veichle without the window etching and nitrogen in tires. However I must state for the record that my ********* is my only veichle and I drove it to the dealer each time. I told Cassidy each visit that I did not want these two options. That is why I reached out to BBB.
  
  Sincerely,
  
  
  
  ******** ********

  

  Business Response

  Date: 09/01/2022

  Ms. ********,

  At this juncture we would like to terminate the purchase order and refund your deposit.

  You will receive your refund in the mail within 3 business days.  
  

  As a side note, you purchased two other vehicles from us, both of which you purchased without Vin Etch nor Nitro - because they are optional and you opted out.  I pulled both of your deals from storage because the claim that we forced you to take is so against our business practices.

  We wish you the best and do not wish to further this issue that I do not believe we will ever agree upon.

   

  Sincerely,

  Kerri P******

  Vice President and General Manager