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:04/07/2025

  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.

  Bought extended warranty for $3000 from dealer through alpha. Sent cancellation form on 2/24/25 which was within my 30day free look period. They didnt cancel with Alpha until march 26 which is over *************************** the meantime Im being charged interest on my $3000 credit card payment. I have reached out numerous times to **** **** at dealership and he states I will be receiving a check for $3000 directly from them. That was over two weeks ago and still nothing

  

  Business Response

  Date: 04/22/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the delay and any frustration this situation may have caused.
  We understand your concern regarding the timing of the cancellation being processed with the warranty provider. While there was an unfortunate delay in finalizing the cancellation with Alpha, we want to assure you that weve taken full responsibility to make things right.
  A full refund in the amount of $3,000 has been issued directly from Rimrock Subaru. The check was mailed to you on April 14, 2025. Depending on postal delivery times, you should be receiving it shortly, if you haven't already.
  We truly regret the inconvenience this has caused, especially regarding the accrued interest on your credit card. While we cannot reverse that interest, we hope that the full refund helps resolve the core issue.
  Please dont hesitate to contact us directly if you have any further concerns or need confirmation of the check details.

  Sincerely,
  Rimrock Subaru Management

  
  

• Initial Complaint

  Date:01/18/2024

  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.

  I bought a brand new *************************************************************************************************************************** my brand new bumper. When I put my new plates on I seen the holes I called **** on his personal cell and sent him pictures he said dont worry he would take care of it to bring it in when I bought it in he changed his attitude and said he isnt fixing it because its behind a license plate no one can see it. I told him his people did it and its a brand new car I was excited about. Feeling defeated someone told me to call the Subaru advocates I filled a complaint on December 29. I was told someone would call me back by the next Wednesday because of the holiday. Here it is the 18th I have called them 10 times since the 29 every time I am told my cal would be returned within 24 hours. My person over my case Porsche has not called me or emailed me back I was told her manager would call me back within 24 hours on the 16th still nothing I have asked for new people nothing has been done to help me no call or email. I have wasted so much time on the phone trying to resolve this issue and cant even talk to anyone. I feel defeated and not important! I do have call history and screenshots from taking to ****.

  

  Business Response

  Date: 01/25/2024

  We appreciate the customer purchased a new vehicle from **. We provided a great service to *************************************. The plate holes are normal on the bumpers, because **************** requires a plate in the front of the vehicle. These holes are hidden ****************. No one can see these holes. We provided three ******** changes to our customer and provided free oil changes to her husband. These oil changes amount to several hundred dollars to make our customer happy. We provided $100 a referral fee to her husband as well. We also provided Free tint for her vehicle.   

  We are here to help her for any future service needs for her new purchased vehicle.  

  Thank you.

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

   

   

• Initial Complaint

  Date:11/07/2022

  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.

  Last August 19,2022, Rimrock subaru ask me for a reservation fee worth $500for the car that I am planning to buy and I waited for almost 2months for this. Even if they told me that it was supposed to be there at September. Last October 14, 2022 Friday at around 4:00 in the afternoon they called me and tell that the car is already at the ********. But unfortunately the ********************** that I am working with for my loan is already closed. And they were closed every weekend. But I still emailed them. And waited until Monday October 17. And I didnt expect that the manager that I am working with Advancial is on vacation leave for a week. Thats why I talk to another advancial manager to do my loan. Im working on that loan but on October 19, Subaru called me again and tell me that if they were not gonna receive the check within the day they gonna sell it to others. And I ask why? It supposed to be considered as sold to me. Till October 21, the Advancial sent them a single document that they need to sign. Thats all we need for the check to be sent right away. But they already refused, And told me that they dont want to sell the car to me anymore. They were so rude. And I said okay if thats how you treated you customer that would be fine but atleast send my monet back. I tried to called and email them several times, but they didnt answer my emails and calls.

  

  Business Response

  Date: 11/11/2022

  ordered the car on 8/20.
  started working on her finance options with Advancial CU on 8/27
  on October 4th we sent everything to advancial for approval and told the customer the vehicle was going to be here in the middle of the month.
  Customer missed her appointment on October 22
  Sent several emails to her and the bank the week of the 22nd
  Customer stated that we need to deliver the car to her and was told we were not doing that
  Offered to pay for a flight for the customer to come get it and she said we would have to get a ticket for her and her friends and we told her we would pay for her ticket but not her friends.
  On October 24th I told her that we were going to sell the vehicle to someone else if she wouldn't come get it.
  On the 26th we still have not heard back from her or the credit union and sold the vehicle to ***************
  On the 31st we asked her for the address to send the check and sent the check request to the office.

  Please see attached copy of full refund issued to customer immediately and mailed it.

  We appreciate the order and it was unfortunate that it could not work out

  Thank you.

   

  
  

• Initial Complaint

  Date:10/10/2022

  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 have tried multiple times as well as a family member go to the business, since Im currently living out of state, for a refund with GAP insurance as I paid my car off early. I had called and left messages with no return call. I had a family member go to the business with so success the financial manager had requested paperwork. Afterwards I had not received a follow up then the family member tried speaking with the financial manager and there has still been no response after sending the information requested.

  

  Business Response

  Date: 10/14/2022

  We received this complaint and as per our records we mailed the refund check to customer. Customer has been moved and refund check was returned to us.
  One of our employee emailed to customer at their work to get their new address so we could mail the check.
  The customer employer told that this person is no longer work there.
  
  Now we receive this complaint from BBB with customer new address. Monday we will call the customer to confirm their address prior to mailing the check to them.
  
  Originally refund check was issued on May 12, 2022, and was mailed. Mail was returned on 6/30/2022.
  
  We always pay the customer refunds on time. 
  
  If we could provide any further assistance, please let us know.
  *************************
  Rimrock Subaru
  

  
  

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18195158
  
  I am rejecting this response because: I did not receive a phone call or email to verify my contact information and mailing address. All of my contact information has been on file as I had originally emailed the paperwork to the business. I have also worked at the same company for 9+ yrs and my new address is on the lien release letter. This will be resolved once I have received the check. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 11/11/2022

  Please see attached copy of refund check that has been cashed by the customer on 10-25-2022. We mailed the check on the new address that was part of BBB complaint. 

  Second attachment shows that we mailed refund check to **** and that was returned (copy attached) from postal service. As you can see this refund was issued several months ago and we tried several times to mail it.

  We also emailed and called but did not receive any proper communication to take care of this matter. 

  Thank you 

   

   

  Customer Answer

  Date: 11/17/2022

   
  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,
  
  *****************

• Initial Complaint

  Date:08/11/2022

  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 July 16th 2022, I provided my credit card to Rimrock Subaru to hold a 2017 Cadillac Escalade Platinum for me while it went through the service department so that I could then test drive it before I bought it. After I decided to go another route with my vehicle choice, I called on July 20th, 2022 and left a voicemail for the finance department asking for a refund to be issued. After a week, I heard nothing so I called again and spoke with someone (I forgot his name) and he told me that it takes 11 days for a refund to be issued. After 11 (business) days, I called again on August 3rd and left another voicemail where I expressed my frustration and have yet to hear back from anyone from the dealership about a refund. Its not August 11th, 2022 and I have yet to have any communication from them. For example, I received a refund after 11 days from a different dealership today (8/11/2022) after I called on 7/28/2022. I am beyond irritated and frustrated with this dealership and I will never, EVER do business with them. I will happily wait until December and drive 2 hours to a different dealership to buy a Subaru than ever step foot in this establishment again. AVOID AT ALL COSTS!

  

  Business Response

  Date: 08/22/2022

  We are unable to respond to this matter or help resolve the issue for the customer. The ********************** contact information is incorrect as we no longer own this company. Please advise how to correct the contact information so that this matter may be directed to the appropriate dealership to respond. Thank you.