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:04/04/2025

  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 nissan rogue and the car flooded in the first spring rain storm of the season. I was already going in for an oil change, and they stated they could not fix the problem even though they sold me a defective vehicle. The problem was so bad it filled my cup holders up with water, and soaked all seats ruining some articles in the car. All I was hoping is that they would fix the issue, but even after telling the manager they did not seem to care.

  Business Response

  Date: 04/07/2025

  Mr. ********** purchased the vehicle in October 2024.  He said this is the first time he noticed the leak since he purchased the vehicle.  Mr. ********** purchased the vehicle "As Is" with no warranty offered by Reliable Imports & ****************  He did purchase an extended warranty policy but the level of coverage he purchased does not cover the problem he indicated the vehicle has.  I have attached copies of the buyer's guide and extended warranty.

• Initial Complaint

  Date:02/03/2025

  Type:Sales and Advertising 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.

  Reliable used a practice known legally as Spot Delivery. Eventually they got the vehicle in question back. However, I never received my down payment back and all of the personal property I had in the vehicle was never returned. I did not know what a spot delivery was until just recently that is why I have unknowingly delayed in filing any type of formal complaint.

  Business Response

  Date: 02/04/2025

  On February 22, 2023, we sold a vehicle to Brain ****** who lived at ******************************************************************************; 65802.  That is the only ***** ****** we have ever sold a vehicle to.  That Brain ****** was not spot delivered, he signed a contract to finance the vehicle with ************** but before we received funding for the contract, Mr. ****** abandoned the vehicle because he had been arrested.  We did pick up the vehicle and unwind the deal.  We are still in possession of Mr. ******** down payment and would be glad to refund it to him, but it was not $5,300.00. If this is that Mr. ******* I will need to see a copy of his driver's license in order to issue the refund.

• Initial Complaint

  Date:11/13/2023

  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.

  On 05/12/2023 we had a hail storm that damaged our brand new car that is a 2024 Subaru Outback. The car was taken to a local repair shop Star Car Collision Repair. The car was repaired. The front window had to be recalibrated due to the safety features it was taken to them on 06/27/2023. We were told that the car would be back on 06/29/203. We have not received the car as of date. We were given dates of when the car would be ready but have not received the car. The first time they called us back they told us back they told us that the lenses were scratched and they had reordered them. They gave us a date of when the car would be back and notified ************** of is the manager of Star Car Collision they told them that the parts had been ordered and would be sent to them. He asked them how much that would be and they quoted him a price of $3500. Apparently the parts were not received. Subaru then told them that they would not give them the parts due to them only putting them parts in their new cars. At that point there was no contact for an extended period of time and ***** even reached out to them and no contact. I then contacted Subaru of America and filed a complaint and they were suppose to deal with them and they were told a variety of different stories. At one point we told that all the parts were in and then we were told that none of the parts were in. At that point ***** contacted them nor would they would return our call. At one point we were told the car would be ready by 11/04/2023 would be ready and then we received a call from Subaru of America that they car would not ready until 11/18/2023. Then we received no calls for a period of time. They then told ***** that the repair would no longer be $3500 and that it would now be $6500.00 So then I received a call from Subaru of America that they sent the parts to Subaru in ***********. Then we were told that the car would be ready 11/10/23. We still have not received the car. We would like another car, or a refund.

  Business Response

  Date: 11/13/2023

  Star Car Collision Repair brought the vehicle to us to have the computer system recalibrated.  The vehicle has had body repairs which caused the problem.  We have had Subaru factory assistance helping us but so far we have not been able to get the cameras to read properly.  We will continue to work on the vehicle and get it repaired as soon as we can.

• Initial Complaint

  Date:10/20/2023

  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.

  7/21/2023
  Purchased new vehicle and traded my Subaru, after so many emails, text, picture and phone calls decided buy the car, gave a $500 dollar deposit order the new Subaru Crosstrek I was told It would be arriving the dealership October, new Subaru was $35,560 the trade for my Subaru was $28,000 plus $6,000 money difference, I asked when the new Subaru come in will it everything still the same they said no problem, when the new Subaru came in I drove 3 hr to pick it up the price changed a
  additional $8,000 more I made an appointment with my sales person when I showed up it was his day off. Someone else helped me and they had no clue what was going on, the manager came, and he had no idea what was going on and they told me the price would be $8000 more and there’s nothing they can do to help me. Meanwhile they have my money and I have the invoice and or ordered information that was email to me and have my deposit for the new Subaru I am not getting.
  And 6 hr driving and 1 hr in the dealership.

  Business Response

  Date: 10/23/2023

  Below is a statement from our General Sales Manager **** ******:

  We put Mr. *****'s name on an inbound Crosstrek
  in July of 2023 and gave him the price of which we would sell the car to him
  and his current trade value as of July 2023. After the vehicle was received at
  the dealership we reached out to Mr. ***** multiple times throughout a 2-week
  period to schedule a delivery. He finally made contact with us on 10/12/2023 and
  officially passed on the Crosstrek. ****** then reached back out to us on 10/16
  and scheduled a time to come in on 10/17. We re-evaluated his trade-in and
  still held to our offer on the sale price of the Crosstrek. Mr. ***** wanted to
  the trade value of his vehicle to be the same as it was in July or he would
  decline the purchase. In regards to money being owed to Mr. ***** we do not
  show any transaction where we have receipted funds.

  The trade value of used vehicles drops very fast in September and October due to the new 2024 vehicles arriving so all used vehicles become a year older in value.  We would have sold Mr. ***** the vehicle in July at the agreed price but we couldn't in October.

• Initial Complaint

  Date:10/17/2023

  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.

  On October 5, 2023 I took my vehicle to Reliable Subaru for installation of new headlights and for vibration of the vehicle with acceleration. I was told the problem was "caused by worn front axel shafts". I paid for parts and service to have these repairs performed. The car vibrated more after these repairs than before. The vehicle was returned to the dealership and reevaluated. This time I was told the problem was actually the engine and transmission mounts. I asked that some or all of the repairs previously, and unnecessarily performed, be reimbursed or used to offset the cost of the newly recommended repairs and was refused.

  Business Response

  Date: 10/19/2023

  Statement from ******** ****** the Service Advisor:

  At *****'s
  first service visit, the technicians (******* and *******) found that the axle
  was leaking grease and causing the vehicle to shake/shudder on turns. 
  They recommended replacement of the axle and an alignment.  They test drove
  the vehicle multiple times and felt that the issue had been improved.
  
  A preface to
  this entire situation is that ***** chose to install an after-market lift kit
  that causes premature wear and tear on the axle and other suspension
  components, to which we also recommended removal of lift kit.  
  

  Because of
  *****'s busy schedule, we chose to take a loaner car to Fort Leonard Wood and
  swap with her car.  *** ***** test drove it and recommended engine mounts
  and transmission mount.  ***** declined all recommendations and told
  ******* that we should install the mounts at no cost to her since she felt the
  axle didn't resolve the issue.  We did not agree since she also needed the
  axle replacement.  
  
  Hope that
  helps!  I copied *** on this email in case he might have something to
  add.  
  
  Thanks,

  ********

  The previous repairs and suggested repairs are all needed to get the vehicle corrected.  We will replace the engine and transmission mounts and remove the aftermarket lift kit for $1,300.00 which is our cost. 

• Initial Complaint

  Date:06/23/2023

  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.

  Purchased a certified pre-owned Subaru Outback from Reliable end of 2019. Purchased the platinum warranty coverage <100k mi.
  
  In February my car had a software malfunction of the lane assist feature. It almost killed myself & my 2 young children on the highway when the wheel cranked to the right and almost drove us off the highway. I immediately had it towed and Reliable said they couldn't locate an issue. I insisted they search deeper. On the 2nd test drive and were able to recreate the issues w/ the car dramatically jerking to the right. They called and left a voicemail stating that it was some kind of malfunction of the eyesight/lane assist feature and that they would reset it. In that voicemail they said they couldn't guarantee the reset fixed anything or that the car was safe to drive. They suggested if it did it again to bring it in. I called back and asked them a bunch of questions. I asked them if that feature was on when the car was towed in. It's been turned off since the day I bought it. They confirmed that it was off when they received it. Most of my questions were not answered and met with an "I don't know." Many of the questions were relatively simple but they made no effort to research deeper, despite them trying to return a car that almost killed three people and couldn't be confirmed as fixed.
  
  I filed a claim with Subaru of America and they drug out the case for months then eventually declined to help because the dealership refused to write up an RO or confirm any of the happenings. I forwarded the voicemails to SoA and they said that the dealership was incredibly unprofessional but they couldn't do anything.
  
  Finally, 4 months later Reliable agreed to buy it from me. I went in as instructed to complete the deal and the offered me 1k less than they had over the phone days before. I asked to speak to the woman that had offered that and apparently she was fired right after our phone call. The amount of disrespect, dishonesty etc is astounding.

  Business Response

  Date: 06/27/2023

  We are attempting to contact **** to offer to purchase her vehicle at the agreed upon price of $13,000.00

• Initial Complaint

  Date:10/31/2022

  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.

  Complaint: 18338085
  
  I am rejecting this response because:
  
  Because they are lying. Their mechanic used an impact wrench on my oil pan and on all my Lug nuts 3 times in the past they have it documented and the customer request for impact wrench to not be used on my vehicle and the lug nuts where way beyond what a human can do with a torque wrench.    If they were using a torque wrench it would be virtually impossible to do what has happened at their shop 3 separate times    
  

  I have had to bring my car back to them 3 times because they over torqued multiple punts and bolts 

  first time it was my oil pan they cracked with improper tool selection   Then it was my lug nuts the first time  I was gonna do my brakes   I had to take the vehicle to reliable Subaru to get the lug nuts off because they had over tightened to the point that one was stripped and not able to be used with standard tools   They conviently left that out of their records as well as them putting in my brake pads since they had made it impossible to do the regular maintenance 

  this Last time was for brakes again  I go to take off the lug nuts with reliable being the last people that worked on that section of the car and the same as last time all my lug nuts are impossible to take off  4 tore out the threading on the studs and one stud sheered off     This is a direct result of using an impact wrench (wrong tool for installs) the service tech is not using a torque wrench  I have sat there are listened to the extended clicking of an impact wrench being applied long after the nut or bolt is tightened    Extended application of pressure increase the stress load that the part was designed to handle. This also increases the amount of heat that is building up in the part  particularly in the threads as they are the thinnest and weakest part of the stud.  Increased heat and pressure from prolonged torque application will soften the metal and allow the added pressure to deform the thread pitch  when this happens you get exactly what happened to my studs   The threads separate from the stud or the nut fuses to the stud and sheets the bolt

  if a torque wrench was used as they claimed  then my oil pan wouldnt have cracked and my lug nuts wouldnt be frozen to the studs after they work on it

   

  and as for their reason that I didnt have the rotate my tires in ***** miles  Im gonna look at the evidence at hand and see all 5 studs on one wheel with missing and damaged threads or the stud sheered off completely.  A torque wrench has a dial to set specific amounts of torque and the tool will automatically disengage the drive when the amount of torque exceeds the specified limits  if they used a torque wrench it would be impossible to do what they did   And since I dont even own an impact wrench and they are the only shop that has worked on my vehicle  it doesnt take a rocket scientist to piece it together with 3 previous incidents on 1 vehicle and another customer with all 5 studs sheered off while driving after they serviced his vehicle too   
  

  over torquing the wheel studs either stretches the stud or ruins the threads   When it stretches the stud it makes a weak point where the stud will sheer

   

  so a recap   All 5 studs destroyed  in one wheel  likely hood that an impact wrench was used   Highly likely    Likely was of tire rotation interval being even connected to the damage on my wheel studs is virtually impossible 

  there is other reports of them doing the same thing to other customers.  
  
  Sincerely,
  
  ***********************

  or service tech. But I know that over torquing a lug nut will damage the thread pitch on both the nut and the stud and will also weaken the stud which leads to the stud sheering off. And its a lot more believable that their mechanic did what they have been doing all along as opposed to some BS excuse claiming my lug nuts fused to the stud because they didnt rotate my tires.They have cost me multiple days of work and out of pocket expenses and still refused to fix the issue that would cost them 15$ in parts and an hour of labor. Instead they treat me like Im an idiot and dismiss me like I dont have a valid complaint

  Business Response

  Date: 10/31/2022

  We have reviewed the service history on ********************** vehicle and the records do not indicate any issues from over tightened lug nuts or broken studs as referenced. We utilize torque wrenches on all services involving tire removal.  We did perform a tire rotation on ********************** vehicle on 11/18/21 at ****** miles.  The vehicle has been in our service department 4 times since then - 3/4/22, 4/11/22, 8/12/22, and 9/23/22 at which time there were ****** miles on the vehicle.  There was no notation on any of the subsequent repair orders of any issues with over tightened lug nuts or broken studs.  We do not accept any responsibility for the current issues ****************** is experiencing.

  Business Response

  Date: 11/01/2022

  Our Service Director, *********************, spoke to **** this afternoon and offered him a free oil change and tire rotation.  He said that **** was good with that.

  Customer Answer

  Date: 11/02/2022

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

• Initial Complaint

  Date:10/10/2022

  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: ********
  
  I am rejecting this response because:
  
  This was likely caused by the service department. I left after the strut and tire change last time. The no eye sight indicator came on meaning that eye sight would not be able to be used but since the car was newly washed, I thought this was just a sync issue or something from the recent wheel rotation and alignment. I called Reliable Subaru to see if I could get the eye sight checked out at another dealership. This took place about a week after the services. Nothing was hit. And to my surprise, I never received a call back about it. I have no way of proving that the service was not done incorrectly or even if the strut was actually replaced last time, at all no pictures, no evidence but should I really have to take those steps after leaving a dealership. I was asked the last time I. If I had taken a picture of the Strut upon leaving. Why in the world would I do that, I should be able to trust the service coming from this shop. 

   

  We never hit anything which is what their team will say was sthe case. They are making up lies. I just cannot simple trust this team after a oil change without applying the oil plug, a spark plug change where 4 plugs were cracked and lastly replaced a strut and all 4 tires only to have all of those items replaced again now when there was no damage done to the vehicle from us. The dealership is likely racketeering because I called another dealership and the costs associated with this service are significantly lower. 

   

  Something else is going in here! They are a little more than shady... maybe even illegal.
  
  
  
  Sincerely,
  
  
  
  ****** ****

  in the market because they are the only dealership close. I believe they are causing errors that have impacted damaged to the vehicle and could have cost me or my wife's life because of a thrown piston due to not sealing the plug before handing back over to me after an oil change. And most recently, the chance that our wheel could have come off because of a strut replacement and install of 4 new tires. This caused a necessary change of all 4 tires since the alignment caused 1 tire to go bald on the inner side. This occured because the all wheel drive nature of the vehicle necessitates a full replacement of all 4 tires. And guess what... the strut they replaced was the one causing the issue. They seem to be either causing issues to make further profit from returns since they are the only dealership locally for maintenance or they are forcing the maintenance issues to push drivers into buying a new car with a warranty. Either way, it is not in the best interest of the consumer.

  Business Response

  Date: 10/11/2022

  Our fixed operations director and our Subaru service manager reviewed the service history on *** ****** vehicle and found all suggested repairs were in line with the customer's complaints and the time and mileage interval recommendations.  All of the repairs were performed following the Subaru Repair Procedures by factory certified technicians. The replacement of the front strut was due to leaking at the seal. The repair was completed, the alignment was adjusted and the vehicle performed as designed. 7,018 miles later the vehicle was presented for "humming noise while driving.  Our diagnostics indicated a bent and damaged control arm and spindle and found a wheel bearing failed. The tires indicated uneven wear and the rear brakes needed addressed. The front wheel alignment was out to an extent the vehicle was unsafe to operate on the roadway.  Reliable Subaru's position with all customers is to present the customer with any damaged or defective equipment discovered during our inspection process. Our goal is to keep the customer's vehicle operating safe and efficiently as designed for the life of the vehicle.

  Business Response

  Date: 10/13/2022

  We stay with our previous response.  We do not want *** **** as a customer any more than he wants to be our customer.  We wish him luck getting his vehicle serviced elsewhere.

• Initial Complaint

  Date:09/21/2022

  Type:Sales and Advertising 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.

  Offer: .065 discount off of build sheet out the door with no expiration, limitations etc. stated.Offer in writing to refund new in box carrier. We had prior issues as referenced in accompanying documents resulting in ******* ***** representing Reliable Subaru agreed to selling us a new Subaru at a .065 discount off of the build price out the door and giving us a refund for a new car top carrier still in the box. Thule carrier bought and paid for from Reliable. Parts department said they were not allowed to carry it out to our new Subaru and set it on our Thule cross bars designed for that carrier after a 142 mile trip! Totally disabled senior citizen disability on daily pain medication for decades with PTSD had to drive an additional 142 miles to pick up a trailer to bring home the carrier that ***** said he would refund us that is still in the original box! We were finally able to financially do this and Reliable has done nothing but put us through hell...senior citizen on total disability with PTSD.
  Build request submitted to ******* ***** 9/8/22. He did not respond. We called 9/9/22 and spoke to ***** ******** who said he was now handling this matter. He had no idea what the issue was. He asked for docs to be emailed. I called him back after they were sent and I was told he was unable to read them! These were all items that ***** already had. ******** said that ***** had nothing to do with sales! ******** then stated there was nothing he could do and would have his manager call me. It was very apparent he was irritated with my call and wanted nothing to do with resolving anything! His manager never called us back. We again notified ***** that no one had contacted us and also never heard back from him. We are filling complaints with the ******** ********** ** **** *** ******** ********** ** ******** ******** ******** ********* ****** **** ******* ***** *********** See submitted document for remaining complaint

  Business Response

  Date: 09/22/2022

  Communicating with *** ********* has been a challenge.  Today I instructed Mr. ***** to contact *** ********* in any way possible and sell him a vehicle at the price he is expecting.