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:09/12/2023

  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.

  Purchased a vehicle from dealer with the provision that the dealership would install a trailer package. Subsequently the dealership installed the package and one of the installed components malfunctioned resulting in the car being inoperable in addition to damage to the trailer. It has now been over a month and my vehicle and trailer have not been repaired. I have had to cancel travel plans despite the fact that the dealership informed me that they would take care of all damage to both the car and trailer, that was on August 7th.

  Business Response

  Date: 09/13/2023

  Working with ****** where vehicle is out for repair and waiting for parts.  In interest of customer service we have authorized the repair and payment at said facility even though the part failure was confirmed to be the cause of the damage and therefore the responsibility of the part manufacturer.  We will pursue claim payment separately but want vehicle repaired as soon as ****** is able to provide back to customer.  Should be noted that it is the repair shop's opinion that the trailer itself caused the short.  *********************** believes the brake controller failure is the root cause and they replaced the first unit installed by us with a second that was the unit that actually failed when she drove the vehicle with trailer for the first time.  Frustration is very much understood, and we are trying to accommodate the customer within our means.  The current delay is due to parts not being immediately available to repair vehicle at ****** Service facility.  We have put customer in a new ********************** loaner at no expense to her and have acted in her interest in the middle of this conflict to try and resolve.

  Customer Answer

  Date: 09/14/2023

  There continues to be conflicting and incorrect information from Southern Oregon Subaru. I certainly appreciate that they have finally accepted responsibility for the damage caused to my vehicle however they are denying responsibility for the damage to my camp trailer which was caused by the faulty brake controller. Subaru is claiming that ****************************** replaced the brake controller and therefore they should be held responsible. I have no idea where the found that information! I know that RV Parts warehouse did not replace the brake controller, in fact I requested Subaru agree to have that done when I went to pick up the trailer and they refused to authorize the exchange and insisted I bring the vehicle back in with brake controller so they could diagnose the problem.

  Business Response

  Date: 09/29/2023

  This response is incorrect.  We did not "accept responsibility" but have always and consistently indicated the brake controller failure to be the cause.  We authorized the repair of the vehicle at ****** at our own expense and will try and redeem the expense of this repair with a claim on the manufacturer of said brake controller.  We have directed the customer to *********************** who has the trailer and would conduct repairs on trailer (we don't work on trailers).  They would then be responsible to redeem their cost of repair with same manufacturer of brake controller.  *********************** replaced the brake controller and then put the faulty brake controller back on the vehicle and allowed customer to actually tow trailer from their facility utilizing this failing part.  No one at Subaru recalls asking customer to return to our facility to remove and then submit original brake controller for warranty.  This still would have been fine as long as the brake controller was not expected to perform in it's function.  Hooking up the trailer and the failure of this part was the utlimate cause of the damage.  The trailer should never have been towed until brake controller was prepared to function properly.  *********************** needs to repair the trailer.

  Customer Answer

  Date: 09/30/2023

   
  Complaint: 20591396
  
  I am rejecting this response because:
  I do not agree with Subarus claim that they did not tell me to return the brake controller to them. Additionally RV parts Warehouse never installed a brake controller.

  I do appreciate the loaner car however it has now been over 2 months and my vehicles are  still waiting for repair. I do not agree with the information provided by the Subaru dealership. This entire fiasco has prevented me from completing travel plans that were made in the spring in addition to  the cost of fees for cancelling my reservations.

  At the time I purchased the vehicle I did so only to have a vehicle capable of pulling my camping trailer.
  Sincerely,
  
  *********************

  Customer Answer

  Date: 10/18/2023

  I am still awaiting repair of my vehicle. It has been approximately 3 months now!

  Business Response

  Date: 10/19/2023

  The vehicle is out for repair at the ****** facility and we are covering repairs at our initial expense.  The ultimate responsibility lies with the manufacturer of the brake controller that failed which was provided by *********************** and the owner there has communicated with us that they have submitted a claim although they've not provided us with the claim number as we've requested.  The delay in repair to the vehicle was due to parts necessary that were on back-order at ******; a circumstance outside of our control as well as that of the repair facility.  We have provided ************* with a rental car at our expense.  The repair of the trailer is in the hands of *********************** and has always been between ************* and their facility.  As I mentioned in a previous communication in this forum, we don't repair trailers and the part that failed is involved in a claim with the repair facility that would take care of repair to trailer.  This has been the communication from the start and nothing has changed.

  ***************************, Service Manager at Southern Oregon Subaru, has been personally handling this for ************* and is the most direct and appropriate contact for questions regarding the repair of her vehicle.  Rather than issuing complaints to BBB I would ask that ************* direct concerns or questions about her vehicle to *************** or to the owner of *********************** as concerns the repair of her trailer.  It is truly unfortunate how long it has taken to acquire the necessary parts for the repair of ***************** vehicle and I can understand the frustration.  *************** is in close contact with ****** and has even authorized further repair to make sure the vehicle is repaired.

  Business Response

  Date: 10/19/2023

  I received a notification yesterday that this was closed.  The vehicle is at ****** for repair and is scheduled to be completed today.  Parts were on back order which has resulted in a lot of time passing; outside of our control and in ******'s care.  Trailer is at the facility that provided the faulty part and we have been clear from day 1 that she would need to work with them to complete repair under warranty there.  At this point I am unsure if I will be reimbursed for the repair under the part warranty for the brake controller that failed and am out of pocket taking care of the customer as she purchased the car from us.  I would appreciate if she would communicate with us rather that submit a complaint to BBB each time she wants to express her frustration.  Certainly her feelings are valid and my Service Manager has been personally following this through for her so she has a first contact with authority.  She should be reaching out to him with any questions to get the best and most recent information.

• Initial Complaint

  Date:08/25/2023

  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.

  My wife was recently in the parts and service area of subaru and treated like trash along with her seeing employees ***** and talking down to the office assistant. I just attempted to call subaru to try and get an estimate on a headlight and nobody wanted to help me. I was on hold for over 20minutes and nearly disregarded to all my questions as I was getting bounced around to multiple different people. I couldnt even get my estimate

  Business Response

  Date: 08/31/2023

  My Service Manager ************************* has called three times since receiving this Monday the 28th and left messages.  Also have emailed the provided email address requesting an audience to review.  I have met with receptionist personnel and cashier with Office Manager and none can cite or remember a case where they felt disrespected by their co-workers.  This is a very serious allegation and not one we take lightly; I will continue to observe for any adverse behavior creating a hostile work environment.  We cannot find a customer file under the last name or phone number or email provided so not sure if wife was here as a customer or the claimant himself at this or any other time. His last comment is "complete the job" and we are happy to engage and follow through in any manner we can to provide customer with the service they seek.  Please invite them to call my Service Manager back directly to correct.

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

  General Manager / Owner

  Southern Oregon Subaru