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:12/06/2024

  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 2017 *** from this company and was told I have a 3 month bumper to bumper warranty. They would handle any issues. I also purchased an extended warranty. 1 month later the coolant light comes in. Added coolant and light comes on again. Called the dealer and was advised because its a *** they suggest I take it to *** service. Received a $5,500 quote to repair from ***. Warranty doesnt cover and after countless calls and several voice messages to Subaru, NO ONE HAS RETURNED MY CALL(s).

  Business Response

  Date: 01/03/2025

  We brought the vehicle into our shop to address Mr. ******** concerns.  We came up with a solution to his satisfaction and completed repairs on the vehicle.  

• Initial Complaint

  Date:06/04/2024

  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 2017 ***** Accord Sport from Ciocca Subaru of Philadelphia on April 1st. Shortly after the purchase, I discovered that the air conditioning was not functioning and had to return the vehicle to the dealership for several days to have it repaired.Two weeks later, the oil change indicator light came on, showing only 15% oil life remaining. When I brought the car to the dealership, they did not inspect the vehicle but merely reset the indicator.Another two weeks passed, and my battery failed, leaving me stranded and unable to get to work. Upon inspection, it was clear that the battery was faulty and needed replacement.Additionally, on the day I purchased the car, the dealership misled me by claiming that I had a point on my license and would need to pay $600 in car insurance to leave the lot. However, when I checked with PENN DOT, I found that there were no points on my license.Overall, my experience with this vehicle has been extremely disappointing, as I have faced multiple significant inconveniences in the short time since the purchase.

  Business Response

  Date: 06/24/2024

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

  Thank you for bringing this to our attention. Fortunately these communications from BBB go directly to our corporate office so we can address them. I apologize for the fact that you have had issues with your vehicle since the purchase. It sounds like we handled the air conditioning concern. Regarding the oil indicator, those are reset manually whenever an oil change is completed. An oil change was completed when the vehicle was traded but unfortunately the reset of the indicator was not which is why we needed to do that when you came back. Regarding your concern with Insurance, we do not sell car insurance so any charges would have been through an insurance broker. Have you reached out to them? They are the ones that determine the insurance rates. If they told you that it was due to points and it was erroneous, I would suggest reaching out to them. If you need their contact information, please let me know. Hopefully all concerns have been resolved at this point but I do apologize that you had to come back in after your purchase. That is not something that is typical and I am confident that your experience will improve going forward. Please do not hesitate to reach out to us at the store or at the corporate office directly with any future concerns or questions. 

   

  Sincerely,

  Ciocca Automotive

• Initial Complaint

  Date:03/22/2024

  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've unsubscribed from this company's email lists several times, and also reached out to them directly asking them to remove me as well. I continue to receive spam emails from this company and I feel that I am out of options to resolve this on my own with Ciocca Subaru.

  Business Response

  Date: 04/26/2024

  Good afternoon, every communication I can see we have has taken him off mailing and phone list.  I cant control what Subaru of America or other companies send.  Thank you and please let me know if I am missing anything else.

  Customer Answer

  Date: 05/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21471309
  
  I am rejecting this response because:
  I am still receiving emails from Ciocca. See attached for an email that was sent to my email today. I do not believe this comes from "Subaru" but rather from the dealership directly: when I attempt to unsubscribe from this email, it takes me to a page that is managed by Ciocca (see attached image as well). I've never had such a hard time unsubscribing from a company's marketing emails as I have with this car dealership. 
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 05/22/2024

  Just to keep for your records, I am continuing to receive emails and written advertistements from Ciocca Subaru, see attached for evidence of continued communication despite multiple requests to be removed from contact lists. 

  Business Response

  Date: 06/07/2024

  Every system we have we have cleared his name, only through our website does he need to unsubscribe if he has a profile .  Other wise we have checked and cleared every system we have.

• Initial Complaint

  Date:01/21/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 2023 *** Subaru from Ciocca Suburau -Philadelphia on AUG23 2023. I negotiated an interest rate of 3.5% on loan that the finance personnel at the dealership brokered with ***************** *****. Without my knowledge, the finance person put the loan in my husband's name although my husband was not present at the sale. At time of purchase of the 2023 ***, I traded in my 2011 Subaru Outback which listed my husband as owner. The dealership gave me paperwork for my husband to sign over the title of the 2011 Outback to Ciocca Suburau Philadelphia. They also gave me paperwork to sign over the *** to my husband. I did not have my husband sign this form, since I was purchasing the car. I also paid the dealership around $600 to handle the registration and title for the ***. When I went to pick up the registration for my new car, the registration listed my husbands name. I contacted the New Jersey DMV of which I am a resident, and they informed me that the dealership made a mistake and they need to handle paperwork to give me new plates and registration under my name. I have been calling and emailing the dealership to have them correct the mistake but they have not corrected it for 6 months. I have several email records of my interactions with the dealership. I would at the least like to be compensated for the money I paid them for handling the registration for the car which they have not done correctly for 6 months post purchase of car.

• Initial Complaint

  Date:01/10/2024

  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.

  I bought a car at Ciocca Subaru of Philadelphia. They had one I like with grey interior, but I wanted a black interior so they drove one from their Pleasantville location for me. When going over the pricing I was told it would have footwell illumination, and emergency kit, wheel locks, and a cargo cover. When I got there to give them my check I made sure before asking that a cargo cover was included and *****, my sales associate, told me that it was. I went through with the deal feeling comfortable in knowing it had these same perks. No one told me otherwise. Now they are telling me since it came from another location it wont have that (this is all AFTER I paid for the car). I feel robbed. If they would have told me this I wouldnt have bought the car. I told them it wasnt made clear to me before buying especially since I was told it would have a cargo tray and I was told that it was their bad for saying that.

  Customer Answer

  Date: 01/18/2024

  Has been resolved!

  Business Response

  Date: 01/23/2024

  Customer was missing accessories that was not communicated would be on the vehicle since it was transported from a different dealership.  Verified with customer that issues have been resolved but complaint was already filed.

  Customer Answer

  Date: 01/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  Date:08/01/2023

  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.

  July 31, 2023 I was told by the sales person I could get a car at an equal value, which I first selected. After giving all my personal information to see if my qualifications were good enough for low payments. I also needed to bring in a trade in car. This would have sealed the deal. Once my son and I looked the car over for the last time, I changed my mind about the car because it was too low. I was offered another car of equal value. That is until we returned down stairs to prepared the deal. The manager **** changed the numbers. I decided I did not want to pay the additional cost. I asked for my paper work. The manager refuse to return it. My social security and date of birth was on it. He claim he wanted to file it/destroy it! They lied, lied, lied. Sorry for the poor customer service. Not to mention my personal information being returned.

  Business Response

  Date: 08/16/2023

  Im not sure what to return to the customer, they gave us permission to run their credit and we did that, we have to retain proof that a customer gave us permission to run their credit.  We don't have their social security card or license just copies.  I would love to try to make the customer happy we have tried to work with them many times in the past never being able to come to an agreement on pricing.  Please help us resolve this and make the customer happy.