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Business Profile

Car Dealers

Gengras Subaru

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:11/15/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Around 7/23 I had went to a Subaru dealership who I trusted to make the right diagnosis, they informed me that my 2013 Subaru ****** had a “front cover leak” that’s what caused the over heating. Not even a year later my car overheats again and another Subaru dealership explained to me that I needed a new engine it in fact was never the front cover leaking it was leaking from the heads. I called back I got no response they keep giving me the run around at ****** ** ******* and stated I need to have the dealership deal with this but the dealership won’t help me now I need a new engine because of this and my car shut down on me again. I’m contacting you to possibly get help I’m replacing my engine since they failed to find the correct issue it caused further permanent damage. Please help me I need a way to get to work I still owe money on this car and all of my money was taken from Subaru and I have a broken car. Thank you and kindest regards **** *

    Business Response

    Date: 11/18/2024

    To whom it may concern,

    I have received and reviewed complaint ID ******* from the BBB. Upon review of this complaint. I dispute **** ******** compliant that the job was not finished and contest the desired settlement for the following reasons:

    1.  On July 1st, 2023, the vehicle was at Gengras Subaru and Diagnosed as a front timing cover leak on ** *******.  This leak was confirmed, and the repair of leak was authorized and paid for by an extended service contract that **** ****** provided.  **** ****** in fact only had to pay for the deductible associated with the terms of her extended vehicle contracted.

    2. *** ****** may have called ****** ** ******* and received the "run around", but we have no record of any phone and or correspondence from *** ****** to Gengras Subaru or any of our employees. In fact, if she had contacted ****** ** ******* a case number would have been assigned to the conversation.  *** ****** did not reference a SOA case number in her compliant. 

    3. *** ****** drove her car for over a year and over 20,000 miles since the repair was completed by Gengras Subaru.  The vehicle now as over 154000 based on the recent repair order she provided as an attachment, furthermore, *** ****** brought her vehicle to several other repair facilities after Gengras Subaru Completed its repairs.  If there was a concern of the repair not being completed correctly, I am confident it would have surfaced at one of the repair facilities that she frequented from July 2023- Nov 2024. Here is a list of repair facilities that serviced the vehicle after Gengras Subaru:

    7/28/2023 - ******* ******, mileage 134727

    11/14/2023- ******* *** ****, mileage 138927

    02/10/2024- ******* Subaru, mileage 143689 

    02/21/2024- *********, mileage 144157

    06/19/ 2024- **** ****** Mileage 153811

    6/26/2024- ******** Subaru mileage 154230- I believe this repair is the one that *** ****** provided the third page to in the list of attachments

    4. Due to amount of time that occurred since the repair was completed.

    5. The amount of work that was completed after service at Gengras Subaru by other repair facilities.

    6. ** ****** willingly approved work at ******** Subaru.

     

    In closing, I believe I have provided a timeline over the past year and 20,000 miles that the repair completed at Gengras Subaru was completed correctly. Furthermore, numerous repairs occurred at the hands of over repair facilities and at no point did *** ****** make it known to Gengras Subaru her car was in need of repairs until this compliant.  I am truly sorry for her mechanical misfortune, but it was not caused by Gengras Subaru, and we have no desire to financially assist her at this point in time.  

    Respectfully 

    Andrew M*****

    General Manager

    Gengras Subaru 

     

     

     

     

     

    Customer Answer

    Date: 11/18/2024



    Complaint: ********



    I am rejecting this response because:

    Case # *************6 from ****** ** ******* told me that it needed to be handled by the dealership since they are “privately owned” this has been an ongoing issue SINCE the misdiagnosis and this is the reason why my engine is damaged further. NOT because of how many miles went on the vehicle after service. The issue was never corrected which lead to further damage to my vehicle’s engine. I work a full time job and need my vehicle, as you could see I take my vehicle to SUBARU so that these issues are handled correctly and in this case it wasn’t. I understand mistakes happen but this was not mine!


    “Respectfully”



    **** ******

    Business Response

    Date: 11/19/2024

    To whom it may concern:

    After further review,Gengras Subaru will not participate in the desired financial restitution due the fact the original repair was completed correctly, the amount of time that passed, and numerous other repair facilities involved after our repairers, 

    Customer Answer

    Date: 11/19/2024



    Complaint: ********



    I am rejecting this response because:

    I now need a new vehicle due to the work that wasn’t done correctly at this facility. Constantly had issues after and had to bring it to Subaru because it wasn’t done correctly it shouldn’t matter what subaru it was taken to and why would I want to bring it back to a place that didn’t correct the issue.



    Sincerely,



    **** ******

Gengras Subaru is NOT a BBB Accredited Business.

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