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:02/12/2024

  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 purchased a vehicle from this dealership and also purchased an extended warranty to cover the electronics of the vehicle. I ended up having an issue and brought it to a dealership to be addressed and learned that the warranty does not actually exist. I called the warranty administrator,And they told me they had no record of me, or my vehicle having a warranty.I called ******** Subaru dealership multiple times and even showed up in person and spoke with the supervisor, and have been repeatedly deferred. Ive been trying for the last month to get resolution, but at this point, my vehicle still needs to be repaired and I do not have the warranty that I purchased to cover the repair.I have receipts and a signed contract for the warranty that cost $1985. I am requesting that the dealership either figure out how to activate this warranty, or reimburse me for the amount paid for something that I did not receive.

  Business Response

  Date: 03/25/2024

  The client can contact me directly at ************ or ********************************* at ************. His warranty is active and we do have a copy to provide.

• Initial Complaint

  Date:10/24/2023

  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.

  I purchased a 2020 Subaru Outback from McGovern on 31 August 2023. When I went to look at the car a few days prior, I was told by the sales associate there was a spare key that just needed to be located, then would be mailed to me. I have received two sets of keys both of which aren’t for my car. When I contacted the sales associate, he said if those (two sets of replacement keys) don’t work for my car, then there is no spare set for my car, and offered no other solution. I have tried to contact sales manager Bill L****** but he has ignored my inquiries. It looks like they just threw tags with my cars VIN number on random keys and sent them to me.

• Initial Complaint

  Date:02/16/2023

  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: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: the businesses response goes on to show their deceitfulness as well as a lack of accountability or customer support. The initial engine failure should never have happened in a brand new car, as the business implied and as (I) customer stated in my own complaint, this initial failure was out of their control. However, this again was on a brand new vehicle with a PowerTrain Warranty and an additionally purchased full warranty, regardless of where car was taken (it was not choice of customer but the choice of Subaru where car was towed to) it would have been fixed without any cost to customer because it is a clear defect and not due to neglect by customer (there is already an open case with Subaru for all of these concerns as well). A loaner vehicle for major prolonged repairs is also standard, for a warrantied vehicle especially. Not once did customer (I) receive a single update while car was at this dealership for the first extended time. The second time it had to be towed back to them was the fault of their own mechanics. In their response to BBB, the dealership stated that they were "unable to duplicate" customer concern after entire car shut down and overheated one week after major engine rebuild by their mechanics, but this statement is an absolute lie. The front crank pulley was completely loose and worn as it was not torqued down properly which led to anything being run off of serpentine belt being unable to engage. The car was picked up from dealer after first repair on February 4th and overheated and shut down on February 12th. Car had to be towed back to dealer on 2/13. When customer returned to the dealership Tuesday, February 14th, the service advisor Timothy "TJ" Bill stated that the front crank pulley was tight when it got to dealer which is not even remotely possible with how warped and worn it was. Oddly enough, they stated in this response to BBB that they could not duplicate the concern however on their own service receipt (attached to this response) states that the front crank pulley had separated and therefore car needed front crank pulley, boss, bolt oring and seal, and serp belt- the cause listed is "warped." So, in their response to BBB, they contradict their own service records and refuse to take accountability for the second repair needed. To add to the deceit, when I went back on February 14th and asked for an appraisal of my car making it very clear how uncomfortable I continue to feel taking this car back- they offered me $20k when the KBB value is around $26k to $28k. One of the items that caused depreciation of the value is that it needed a door lock actuator in addition to all of the repairs listed above and on their service record. They stated they ordered this part and it would be fixed. I never received any updates on car during second service at this dealer other than what is attached in text messages with TJ, one on 2/17 stating all parts came in and would be installed and then miles would be put on car to confirm repair, a repair that they are trying to tell BBB was "complimentary." Then, on 2/20 another message was received stating that parts were installed on Friday and there were multiple road tests on Friday, Saturday and Monday morning. The message stated "no leaks, everything is still tight and torqued, ready for pick up." There were 28 miles total put on the car for these multiple road tests. Additionally, service advisor failed to mention that the door lock actuator was not obtained and this repair was not done. I noted that it was not upon picking up the car on 2/25. I was yet again only handed paperwork, no explanation on what was done, guidance, nothing. When going back inside and asking service, (Jay D.) I was only told they do not know why repair wasn't done or why customer was not made aware. Another piece of information conveniently left out. Not once has an advisor gone over issues of the car with customer, not once has an advisor gone outside with customer to go over repairs or answer questions/concerns especially in a case where a total engine was replaced so early on and for no known reason followed by yet another engine malfunction one week later. Not once has anyone in the service department even been polite or approachable. The answer is always "there's nothing I can do for you" or "I don't have the answer, I wasn't involved in it." Communications have been sent by myself to manager of service department as well as to general manager, no responses have been received. A loaner vehicle was also not in possession for 40 days. Loaner was first picked up on 1/17, returned on 2/4 when customer car was picked up after engine replacement. Customer car then malfunctioned again 2/12. Second loaner was picked up 2/14 and returned 2/25. This is a total of 30 days including days that a loaner was both picked up and returned, another line of deceit for the dealer to try to act as though they have tailored to the customer. Throughout this total ordeal, I have lost over $2000 not counting lost wages or fuel needed to make multiple eight hour trips back and forth to dealership. The second repair would have never been needed if it was done correctly the first time. The second repair alone has cost the customer $169.32 for a rental car as breakdown happened again on a weekend, 103.95 for a taxi from rental car drop off to dealership (only rental place open on Sunday 2/12 was Portland, ME airport), over $125 in fuel, $36 for tow back to dealer and over $450 in lost wages from having to take time off of work (all of the above totaling over $850). This is only to name the larger expenses. It is very clear that there will be no reimbursement or support offered from a dealership that refuses to admit their wrongs and treat customers with any type of respect. The response from them describes my experience well- filled with deceit, denial and a flipped narrative that best suits them. If nothing else is accomplished by this, customers need to be aware of the many issues and concerns that working with this dealership will bring. This entire process has been a nightmare and no one else needs to go through the same. If these are the standards this dealership holds themselves to and if this is how they feel they went "above and beyond" for a customer then I fear for any other customer that does business with them. 

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

  w car) until February 4. Fast forward to having my car back for one week when on Sunday, February 12th- my battery light came on the dash and a loud squeaking noise could be heard as if a belt were loose. My spouse has worked on cars for years and checked under the hood. He noted immediately that the fly wheel was not torqued down and was completely loose and the serpentine belt was not even engaging or moving due to this main pulley not being tightened whatsoever. Within 5 minutes, the car completely overheated and coolant lines blew as anything run off of the serpentine belt was not functioning. The service department (Timothy) has been nothing but short when asked questions, extremely rude when my spouse and I went in to question and point out that this engine failure was fully due to the mechanics failing to do the job properly. He denied this and stated he would not argue. I have missed now 3 days of work, making four 8-hour trips, had to get two rental cars at high prices, etc.

  Business Response

  Date: 02/27/2023

  Thank you for alerting us to this customers concerns. This customer purchased a warrantied vehicle from another dealer, but had an issue when she was closest to our shop so we were able to take the vehicle in for a diagnosis right away. Upon review, the vehicle had an internal engine malfunction. This malfunction required the short block and cylinder heads of the engine to be replaced at no cost to the customer. We were able to get all of these cost covered by the manufacturer under what is called "Good Will" repair. Due to supply chain shortages, these parts took an exceptionally long time to arrive. Because of this, we offered a complimentary rental/loaner vehicle to the customer which she utilized for the month that it took for parts to arrive. The rental/loaner vehicles cost us $50 per day from the manufacturer, but we did not pass any of that cost to the customer. We also included an EZ Pass to help alleviate any frustrations or additional costs to this customer. The customer had visited the sales department requesting that we buy the vehicle back in full, but again unfortunately this is not a vehicle that was purchased from our dealership so that is not something we would have control over. We offered to trade the vehicle, but the customer was not happy with the value offered.

  About a week after the repairs were made, the client alerted us that the vehicle had a battery light on and was overheating. The customer brought the vehicle back to us and unfortunately we were unable to duplicate their concerns at that time. The customers partner stated that the Crank Pulley was not attached correctly, so we brought the vehicle in for inspection. Upon our review, we could not find any issues with the attachment of the Pulley. We had a Subaru of America Certified Technician review all work that was done and he also was unable to duplicate the concern. We again provided a complimentary rental vehicle so we could take an appropriate amount of time to thoroughly review the vehicle. Although we were unable to duplicate the concern from the Crank Pulley, we chose to replace the existing one with a brand new Pulley at no cost to the customer. To our knowledge, the customer has not had any further mechanical issues with the vehicle purchased from ***** in Bangor, Maine. 

  We made every effort to go above and beyond to cover as many costs as possible for the customer including about 40 days of a free rental vehicle. 

  Thank you,

  McGovern Subaru