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:07/17/2024

  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.

   
  Complaint: 22006392
  
  I am rejecting this response because: I am reaching out about my claim on Berman Subaru of chicago. This issue has not been completed and still is active. The manager called once, and has not been able to reach since that phone call.
  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/03/2024

  Dear BBB:

  We are in receipt of the customer's complaint and we are currently reviewing the history and will respond shortly. Thank you.

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22006392
  
  I am rejecting this response because:
  the complaint is I was not told or informed what was wrong with the car after 3 weeks. Not even an explanation. I was told a field engineer was maybe going to be reached out but no exact plans. 3 weeks without a plan or resolution to fix the car.

   

  I returned the call of the manager, and left a voicemail of a day and times to reach me. 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/03/2024

  Good afternoon,

  I left the customer a voice mail and I have my service director reaching out as well. The summary of the facts is inaccurate. There were other items completed that were necessary for the car. Thank you.

  

  Business Response

  Date: 09/12/2024

  I have tried reaching **** and will do so again as well as have my service department reach out. I did check with our service department and all of the charges were legitimate charges that were previously approved by the customer (and they have all of the necessary documentation). Thank you.

   

• Initial Complaint

  Date:07/08/2024

  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.

   
  Complaint: 21955511
  
  I am rejecting this response because:  The response was inadequate-  we need reimbursement and proof of coverage.  Berman needs to contact ******* about reimbursement.  We need proof of national coverage.  Also- they have NOT been in communication.  We have received no call backs. 
  
  Sincerely,
  
  ***************************l messages. No follow up, no call back. Last week, July 2, we called the dealership to try and speak with the manager. We were also told by a *********************** (not the manager) that he would reach out and get back to us that night or the next day. Nothing....

  

  Business Response

  Date: 07/10/2024

  To whom it may concern,

  We have been in communication with this customer about this issue. We had to go through a process to re-activate their coverage. This has now been completed with Subaru and they should be able to submit the claim or have ******* Subaru submit the claim. If they need anything additional, they can contact me at Berman Subaru of Chicago. Thank you. 

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

  General Manager

  

  Business Response

  Date: 08/03/2024

  Dear BBB:

  Our response is delayed as I am the General Manager and unfortunately was diagnosed with pneumonia this past Monday and I was out until today. I did update the customer and let them know that I was out and needed some additional time. In the interim, we were successful reacitivating their tire & wheel coverage, vehicle service plan, and maintenance plans retroactively. Additionally, I have communicated this to the customer and sent them the copies of their paperwork. I requested from the customer the bill that they reference for a tire from ******* and I told them we would reimburse them for this tire once I receive the bill. I believe this will resolve the complaint. However, they have said that they will not close the complaint until they get their check.

  Thank you.

  ***** Press. 

• Initial Complaint

  Date:02/16/2024

  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.

   
  Complaint: 21305972
  
  I am rejecting this response because:
  I bought a additional extended warranty that they sold me to get it fixed I am not asking for the dealer to pay I want the waranty to fix my issue if not i want my money back for the warranty if they cant fix it. 
  Sincerely,
  
  ***********************owed in their Dealer anymore. After that news I went back to Subaru of ******* and told them what had happened to me, they then told me to go to a different Subaru dealer. I then went to ******* Subaru of ********, However after talking with them they spoke to Subaru of *******, and ******* then said they wouldnt help or look at my car because they didnt want to deal with third-party warranties. After that, Subaru Of ******* told me they would keep me updated but to my surprise that was the last I heard of them in 2023. My car is Currently sitting in my driveway because it has a check engine light and went into Limp mode which means it won't go past 5mph. All I truly want is a refund and my money back because they tried to fix it and it didnt work.

  

  Business Response

  Date: 02/27/2024

  ************ purchased a used 2017 WRX in November of 2022 with ****** miles. ** this mileage the factory warranties were already expired and the customer signed off on this that they understood there were no factory warranty coverages left on the vehicle. The customer brought the vehicle back in January stating that there was a check engine light on. The General Manager decided to not charge ************ for the diagnostic and work performed stating he would assist this time since the customer was outside of the 30 day warranty we provide for every used vehicle. The customer returned saying the check engine light had returned. The General Manager put ************ in a loaner and had the ****************** look into the issue further. It was determined the factory exhaust had been replaced with an aftermarket exhaust. The computer program was changed to provide more power, we had to replace the ECM(computer) to reprogram the vehicle to run as designed. We also had to reroute coolant hoses so they would function properly. The General Manager let the client know that this would be the very last time there would be any assistance and paid $2,278.16 for this repair. 

  ************ has a used car that has obviously been driven in a manner in which it was not designed for, this is a street car and not a race car. There will be absolutely no additional assistance for ************. The following information is included in an Excel spreadsheet attached to this email.
  
  
  

  

  Business Response

  Date: 03/18/2024

  I spoke with our Service Director *****.
  He said....We have addressed the complaint accordingly in our previous email.
  
  Thanks,
  ****

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21305972
  
  I am rejecting this response because:

  I paid for a warranty that nobody wants to keep on there end. What am I supposed to do. I would at least like to get my money back for a warranty that hasnt done anything for me. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/02/2024

  Type:Customer Service 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.

  ****** *************) provided extremely poor customer service on 2/2/2024 via phone between *****pm CST. He constantly wanted us to pay OVER our preapproved amount and when we asked to speak with a supervisor the phone went to voicemail then was disconnected. The dealership failed to work within our budget and within the parameters of our preapproval. Extremely unprofessional, and dishonest dealership. Dont recommend at all.

  

  Business Response

  Date: 02/02/2024

  We have the car listed for a specific price that we are willing to sell the car for. We are selling it at that price. Her pre apporval amount has nothing to do with the selling price. Not sure how this would be a BBB issue, as we will honor the price online. 

   

• Initial Complaint

  Date:01/03/2024

  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.

   
  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,
  
  ********************* and explained the issue- ******* called me back and said she contacted the dealer and was told nothing could be done, basically blaming me for the problem saying I wasn't doing what they recommended I do. I park a 1/2 block away, I've used probably every brand of batteries with all the batteries I've gone through; I never leave the fob in the car. This is unacceptable; all I want is 2 working fobs. I have supporting documentation that I can provide if requested.

  

  Business Response

  Date: 01/11/2024

  Please see attached for response, and RO history. 

• Initial Complaint

  Date:11/03/2023

  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.

  We have a 2021 Forester the battery drains. We have taken the car twice for them to look into this problem. This last time the dealer had the vehicle for over 1 week. My husband bought the car home. Cause they said it was ready, when he got the battery was drained. They gave him a jump and we got home it went to accessory mode again. They didnt fix the problem

  

  Business Response

  Date: 11/06/2023

  *******,
  
  
  I am very sorry for the continued issues you have had to deal with concerning your Subaru. I also want to apologize that my team didn't fix your vehicle which I will take responsibility for. 
  
  
  As for the issue with your vehicle losing charge from being in the accessory mode, I want to look into this with Subaru to see what the factory recommends as a fix for this. Would you please reach out to me at ********************************* so I have the best contact information. Once we come to an understanding what needs to be done, we can work on a plan to get this remedied. 
  
  
  I absolutely appreciate the feedback though whether it is great news or areas we can improve. Your ************************************************************************************************ both your vehicle and our service department. 
  
  
  I look forward to hearing from you.
  
  
  
  
  
  Thank you,
  
  *********************
  Parts and Service Director, Berman Subaru
  ************ | subaruchicago.com
  
  ********************************* | *********************
  

• Initial Complaint

  Date:09/11/2023

  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.

   
  Complaint: 20585120
  
  I am rejecting this response because: On September 16th, I received a response from the dealership saying that the ** *************************** would be reaching out to me. However, by the 19th I had not yet heard from him so I took it upon myself to email him. I received a response that they would be getting back to me by the end of the day.  They called at the end of the day so I missed the call. However, I received an email from ***** saying that he was still going to do some more research and contact me about it on the following day (the 20th). However, I did not hear from him at all on the 20th. I sent a follow up email and no response. I have been dealing with this defected car for months.  I have had several issues with the car I purchased at this dealership and it has been completely undriveable for a month now. I am extremely dissatisfied with this situation.  I would really like to come to a resolution but this situation is dragging on way too long.
  
  Sincerely,
  
  *****************************er under the passenger seat again. This time it looked like gallons of water had been poured under the seat. I never saw anything like it.I immediately called a bunch of dealerships in ** and they didn't have an appointment that I could come to until August 24th. However, on August 21st my car would not start so I had it towed to a Subaru dealership in Queens, **. They called me and told me that they found 2-3 inches of water under the floorboard with mold everywhere. They said they didn't know how the water got there and that the car was a total loss.I wasn't in a hurricane or a flood. I purchased this car less than a year ago and now it is a total loss. I kept up with all pertinent maintenance and I know this is due to a defect with the car and I it was like this when I purchased it I chose to purchase a Subraru because it seemed like a great, safe and reliable brand. However, I am extremely unsatisfied with this situation. They for sure sold me a lemon.

  

  Business Response

  Date: 09/14/2023

  Hello - Our General Manager *************************** will reach out to you to today to discuss options. Thank you. 

  

  Business Response

  Date: 10/13/2023

  While i understand the issues the customer is having with her car. the car is in ** and the cusotmer would have to reach out to Subaru customer ************** We have no way to diagnos the car and the dealer in NY. There is nothing we could do in this case. the # for the advocay **** phone # is ************. We have spoken with the customer as well and she wants her money back, which is something im not willing to do. 

• Initial Complaint

  Date:12/09/2022

  Type:Product 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.

   
  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,
  
  *******************************

  

  Business Response

  Date: 12/22/2022

  Customer has been removed from all email correspondence moving forward. If they receive anything from us further, please let us know so we can get to the bottom of this. Thank you.