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:12/03/2024

  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.

  Employees misled and lied and requested signatures on loan documents. Them stated they will finalize loan and call back. Waited 48 hours and did not receive a call back. Had to go to dealership, no one wanted to speak with me, and finally a *** who was rude and belligerent told me it would be an hour because the **** never approved a loan even though we signed loan documents that included finance charges and *** of payments including due date. Two hours later I received a call unbeknownst to me there were others listening to the call who was laughing at the disrespectful and condescending way the *** was speaking to me. I was advised that I would need to put 4k down on a car where I signed documents for 0 down. I declined and left I am now concerned that there is a loan for a car I never received . And a hard inquiry to my credit based on lies from a DECEITFUL business

  Business Response

  Date: 12/04/2024

  Thank you for bringing *****'s concern to our attention. As the Chief Operating Officer of the Bruce Titus ***************** I wish to personally express our commitment to addressing customer feedback and ensuring the highest standards of service. 
  
  To clarify, while we assist with financing, we do not control the banks' decisions regarding loan approvals. In this instance, no loan was ever processed or finalized with any bank on the vehicle of their choice. This information was communicated to Katrina the following Monday, once the banks reopened.
  
  The document signed, titled Condition of Financing, clearly outlines that financing was not yet secured. We understand that this process can sometimes cause frustration, but it is designed to ensure transparency when financing is still pending.
  
  We appreciate your feedback and will review our communication processes to avoid any future misunderstandings. Should she have additional questions or need further clarification, feel free to reach out.
  
  Sincerely,
  ****** Rehberger 

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22636469
  
  I am rejecting this response because: the loan  documents were signed on Saturday Nov 23rd. No attempts to contact me regarding next steps were made. On Monday Nov 24 around 3 or 4 in the afternoon. I returned to the dealership and requested an update and a copy of the documents that were signed Nov 23rd. . I was advised that I would not be provided copies  until I signed a new document stating the loan docs were not valid.  This new document was signed on Monday Nov 25th, 2 days after the original documents were signed.athis incident causes me to believe that  the dealership has deceptive practices , by falsely having buyers sign documents prior to finalizing any loans with the banks. 
  
  Sincerely,
  
  ***** M

  Business Response

  Date: 12/18/2024

  We are sorry to see that ***** is dissatisfied with our response. We strive to make each customer a satisfied customer and we strive to obtain financing for each customer who wishes to finance their vehicle purchase. In this instance, we were unable to obtain financing and so we timely notified ***** regarding our inability to obtain financing for this proposed transaction.

• Initial Complaint

  Date:10/17/2024

  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 dropped off my Subaru Outback on 10/05/2024 at 10:30 AM for a ****** mile maintenance service and to report of a possible oil leak. I was informed the technician will perform the ****** mile service and check for an oil leak. I was contacted at approximately 2:30 PM the same day that a leak was discovered and that they will keep the car until the leak is repaired. I was not provided with an estimated completion date of repair. I was offered a loaner vehicle that could be picked up within an hour. I did not have an extra driver to assist me do I declined the vehicle loan.I called Tacoma Subaru on 10/09/2024 requesting an update on my vehicle. They were unable to provide me with a status condition, only that its in the process of being repaired. I was informed someone will contact me with an update, details of repairs, and completion date.I was NOT contacted by Tacoma Subaru. I called the service department on 10/14/2024. I was informed the repair is still in process. I was not provided specific repair details, nor completion date.On 10/14/2024, I was left a voice mail from the ****************** with an estimated date of completion, approximately 10/23/2024. I was not provided any repair details.Tacoma Subaru left me stranded without my car for approximately 18 days. I was not informed of the the repair details until I asked for a copy of the work order. Tacoma Subaru caused a significant burden upon my family and my work schedule and work quality because I was not informed of the length of repair and general POOR customer service.Additionally, the service department suggested additional maintenance work, a possible and likely upsell of the battery and subsequent installation of a battery mounting tray bracket, approximately $600.I am very disappointed in customer service I received at **********************.

  Business Response

  Date: 10/23/2024

  We sincerely apologize for the lack of clear expectations communicated by us during the time Mr. ******* vehicle was with us. We have reviewed the concerns with our team to prevent similar issues in the future. We understand how critical it is to keep our customers informed throughout the repair process.  
  
  Regarding the Subaru Outback, we appreciate Mr. ******* patience and are glad that he was reunited with his vehicle on Friday, 10/20/2024. While our timeline for scheduled maintenance items is more predictable, repair work can be more complex, and we should have communicated those challenges more clearly.  
  
  During the repair process, there was accidental damage done to one of the seats. We have already arranged to have it repaired this week. A loaner vehicle will be provided to Mr. ****** for the duration of the seat repair to minimize any further inconvenience.  
  
  We apologize for the frustration and disruption this experience has caused. We are committed to improving our processes to provide better communication and service moving forward.

• Initial Complaint

  Date:10/24/2023

  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.

  Invasive, rude, manipulative, service staff. Forcefully under minded my wife and I.

  Business Response

  Date: 11/03/2023

  I am writing in response to the complaint filed by ****************** against our company. We take all customer concerns seriously and aim to provide a prompt and satisfactory resolution for any legitimate issues raised. However, after conducting a thorough investigation into this matter, we have been unable to locate any records associated with the individual in question.
  
  Our investigation revealed the following:
  
  1. Phone Contact: We attempted to reach out to the phone number provided in the complaint, but our efforts were met with a response indicating that we had reached the wrong number for ******************. Unfortunately, the provided phone number does not seem to be associated with our customer database, which suggests a possible error.
  
  2. Email Communication: In addition to our phone contact attempts, we also tried to send an email to the address provided in the complaint. However, the email bounced back as undeliverable, indicating that the provided email address *** not be valid or is no longer in use. 
  
  Given the lack of accurate contact information and the absence of any records within our system, we are unable to investigate the complaint further or provide any resolution. We genuinely regret any inconvenience that ****************** *** have experienced, but it appears that there *** be some confusion or misinformation regarding their interaction with our company.
  
  If ****************** would like to pursue their complaint further, we kindly request that they contact us directly with updated and accurate contact information so that we can address their concerns promptly and professionally. We are committed to resolving issues, but in this instance, we are hampered by the lack of accurate contact details.
  
  Thank you for your understanding, and please do not hesitate to contact us if you require any further information or assistance in resolving this matter.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/25/2023

  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.

  On August 19th, 2023, I bought a used vehicle from the Tacoma Subaru Dealership. I paid $7,000 out of pocket and financed $9,000. After only 4 days of owning the car, it broke down and I had to get many parts replaced that totaled up to $2,500 dollars. The dealership declared that everything was up to date and mechanically sound with the car and that they were required by law to make sure everything was. The parts were long overdue for replacement, as well as having some aftermarket parts that cause the engine to misfire, something any mechanic would know upon inspection. The dealership did not provide any help with the issues and I had to pay out of pocket for the repairs.

  Business Response

  Date: 09/05/2023

  I am writing in response to your recent letter addressing a complaint brought forward by ****************** pertaining to her experience at our Tacoma Subaru dealership. As the Chief Operating Officer of the Bruce Titus ***************** I wish to personally express our commitment to addressing customer feedback and ensuring the highest standards of service.
  
  Upon receiving ********************** complaint, we promptly engaged our store management to establish a line of communication with her. One of our managers successfully connected with ****************** to discuss her experience. Our primary objective was to explore viable solutions to the challenges she encountered. During our managers discussion with ******************, he expressed our sincerest regrets for not getting her vehicle in as soon as the issue began. It is in our best interest to take care of our customers and admen the issue immediately. During the call she admitted she was short on time and did not think to call our dealership to facilitate the repair.
  
  Since her initial contact with our manager, she has reached out to her sales representative to apologize for the frustration and for leaving the bad review. She has also admitted to her overall satisfaction with her experience at Tacoma Subaru and is very appreciative for the call.
  
  Please do not hesitate to reach out if you require any further clarification or additional details regarding this matter.
  
  Best Regards,
  
  *******************************

• Initial Complaint

  Date:01/25/2023

  Type:Delivery 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 placed an online order with this dealership on 01/08/2023 for three parts totaling $141.73. All of the parts were listed as in stock. The order number was ******. After a week with no follow up from them on shipping I contacted their parts department via the online contact request to ask for an update. No response to that after two days so I called (not easy as they have multiple phone numbers and answer only one of them) and was told the item was being pulled for shipment, but that they were shorthanded, only they would make sure it was shipped that day. Another week went by, and I called again. Same story as before. The parts were being pulled for shipment and they were shorthanded, but not to worry they would ship them that day (a Friday). The next week I called again as I had received no shipment notice. This time the story changed to, "one of your parts is not in stock but we have ordered it, we expect to receive it early next week and ship then. We are short staffed and the website states this on a banner." I asked the individual why the other parts staff I had spoken to earlier in the month had told me the parts were in stock and being pulled to ship? She did not have an explanation for that. Unbelievable. The parts department at this dealership should be reviewed by the management at this dealership for incompetence. If they are truly short staffed, then either shut down your online parts sales until you get caught up or hire some folks. I am not going to have to file a chargeback with my credit card company as this parts department does not have the parts and is not motivated to ship parts to any customer because, "they are short-staffed." Almost four weeks to receive 'in stock' items is not 'short-staffed.' It is something else entirely.

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair 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 scheduled appt for 9Sept22 for warranty maintenance: drivers heated seat ********* not working + oil change. I have extended warranty, New Gold Plus, 84 months/100,000miles. ** diagnosis per *******************, 9Spet, was ** was previously covered under warranty and Subaru didnt want to cover again, so cleaned vents which. He didnt state the ** issue that should be covered under warranty. Mileage in ****** & $406.70.** didnt work, continued blow warm air. Scheduled 2nd appt for 14Oct2022. During the time they had my vehicle, Oct14-26, I state for them to "put the temp at 72 degrees. It has been blowing very warm air when ** on". *** stated tech verified warm air blown by ** & they cleaned out the air vents again. Mileage in ******. ** still blew warm air, sched 3rd appt, 10Nov22. I requested to be present w/tech (*************************). ********************* was also present. ***** started car, turned ** to 72 and measured temp showing tempin excess of 120 F blown from all vents measured. ***** told me to use Auto instead of **. ***** told me to live with it, accept it, the car has high mileage. They brought another green Subaru Forester to prove this is the way the ** should work. It too blew air in excess of 120 F. Yet the year, engine size, options, and the reason(s) why is was being serviced were not communicated. I was told to accept it. The mileage in was 98,322.I called Extended Warranty for options. Warranty repair must be serviced at a Subaru dealer. Then trans to ************** I communicated my experience at being gaslighted, verbally abused, lied to, and overall treated extremely poorly. She recommended taking the car to another Subaru service location. I went to external auto repair for ** diagnosis - ** displayed at 135 (good pressure is *******) and then drops to 120. Auto repair recommended a new ** compressor + kit. Mileage in was ****** with a total cost of $289.38. The first appt cost $406.70. ************ change (~$85-$95) and reimburse remaining balance.

• Initial Complaint

  Date:11/20/2022

  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.

  My family was medically evacuated from my husbands duty station in ***** at the end of April of this year. (2022) .. *** military paid for our rental car & let us know that within 48 hours, we needed to purchase our own vehicle as they were not going to be able to pay for it anymore. We went to Bruce Titus Subaru of Tacoma and met with a salesman there named ****. We explained to him that we only wanted to spend $16000 on a vehicle, that we were just medically evacuated due to my 2 year old daughters health issues, that we had only an hour or two to find a vehicle & that we needed to return our rental car within that time frame. He offered us a $25000 car & due to desperation & lack of time we accepted. He let us know that after taxes the vehicle would come out to $28000. Me and my husband have 3 children & since they were all over the place in the dealership I took them outside while my husband was signing the papers to the car. ***y assured him that the vehicle was $28000, rushed through due to our circumstances & told him where to sign. Since he trusted them he signed where they told him to **************** we hurried to return our rental vehicle. Today, 11/20/22 we went to the local carmax to trade in our vehicle for something that accommodates our family. *** salesman there informed us that we were actually financing much more than the $13000 we thought we were. My husband put down $15000 initially & the $13000 would have been what was left over. Weve also been without access to our credit union log on. Its extremely sketchy. *** credit union will send us a link to log on to to pay them but when we log on to see any info about our account, it doesnt let us in. (Just submitted a complaint to them as well).After returning home we found the paperwork from our car purchase back in may we were surprised to see in fine print that the vehicle actually came out to $37000 & not $28000. This dealership lied to us & swindled us knowing our already difficult situation.

  Business Response

  Date: 12/05/2022

  Upon reviewing this transaction, the facts laid out in the complaint are not completely accurate.  The purchase price of the vehicle was $27,950 before any taxes and licensing.  When a customer is looking to purchase a vehicle with us, we provide them with estimated figures on the purchase price and ask them to decide on down payment and term of the loan.  In this case, **************** signed this form that clearly showed the purchase price and estimated fees and taxes for a total of $32,508.48.  When finalizing the paperwork with the finance manager, **************** chose to purchase some optional products as a part of the transaction that added an additional $4,619 plus tax.  The majority of the additional service agreements purchased are cancellable and **************** could do so for a prorated refund for the unused portion based on time and miles.  I believe some of the misunderstanding is the amount paid for taxes, licensing, and a doc fee which totaled $4,192.76 plus the optional items purchased.  If there are additional questions, **************** can reach out the salesperson he worked with at the dealership.