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Business Profile

New Car Dealers

Colonial Subaru
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Colonial Subaru's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Colonial Subaru has 2 locations, listed below.

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    • Colonial Subaru

      2122 Ruffin Mill Rd S Chesterfld, VA 23834-5923

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    • Colonial Subaru

      PO Box 2460 Chester, VA 23831-8447

      BBB accredited business seal

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:11/18/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Was in need of new engine, they charged about 8k for a used engine they tested and under a month I was told I needed a new engine. They put a bad engine in my car.

      Business Response

      Date: 11/25/2024

      This is in reference to the repair of Mr. ****** 2007 Subaru Outback at our dealership. Below is a summary of the situation and our findings:

      Initial Visit & ****************************** initially brought the vehicle in with concerns about a check engine light and visible smoke. After a comprehensive diagnosis, we identified that the vehicle required an engine replacement to resolve the issues.

      Recommendation:
      We recommended a remanufactured engine directly from Subaru. This option was chosen for its reliability and the warranty coverage provided, which would have ensured peace of mind for Mr. ************************ Decision:
      Due to cost considerations, Mr. ****** declined the remanufactured engine option and opted for a used engine. At that time:
      We explicitly informed Mr. ****** of the risks associated with used engines.
      We also recommended a warranty for the used engine, which Mr. ****** chose to decline.

      Post-Repair Assurance:
      After the installation of the used engine, the vehicle underwent thorough inspection and testing. It was returned to Mr. ****** in perfect running condition, with all repairs and testing completed to our standard protocols.

      Current Situation:
      ************* declined both the remanufactured engine and any warranty coverage for the used engine, we are unable to provide compensation or warranty support at this time. These terms were clearly communicated, and the associated risks were acknowledged and accepted prior to repair.

      We always strive to provide our customers with the best options and to clearly outline potential outcomes to ensure informed decisions. Should you need further clarification or documentation regarding this repair, please do not hesitate to contact us.

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