William R Uce
map-marker Morristown, New Jersey

How to Damage Your Brand

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Dear Sir: Brought in my 2018 Outback for a problem noise under the hood in September. Might be suspension or steering. Had three separate service appointments. Did without car for at least 6/ days. No loaner offered. Final insult, senior mechanic says the noise in the steering system is normal. Frustrated. Call Subaru national. They suggest I contact service manager. Call service manager, twice, call sales manager and salesman and no one returns my calls. That was three weeks ago. Complete al least 5 Subaru surveys and rate the car and service as horrible. No one contacts me. I get another survey to complete. Why spend resources on advertising, branding, and surveys when there is no follow up? I drove Volvos for 30 years, never had a problem like this. Is anyone out there from Subaru who would actually like to fix my Outback. So far you are all nothing but talk. Bill Harrison Summit, NJ 07901 908-578-**** Sent from my iPad
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Loss:
$1
Reason of review:
Poor customer service

Preferred solution: Trying another dealer. Subaru of Morristown NJ is indifferent and incompetent. ( except for Robert)

1 comment
Machele Imf

You can take your car to another Subaru dealer and have that dealer's mechanics check it out. I assume it is still under warranty.

I had a really bad Buick dealer's service department in my town but got the thing fixed by taking it to another dealership in a nearby town.

Since it appears Subaru corporate also doesn't care, probably best to buy another brand next time. Why give Subaru your business?

Tom S Mni
map-marker Myrtle Beach, South Carolina

Still waiting on radio unit

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over a week ago I talked with someone on the phone and was told my outback radio/gps/backup camera would be delivered within 7 days and it has now been 10 days and no word. I am paying on a 35000$ vehicle and do not have use of the aforementioned things. Cannot believe subaru would not provide a "safe" loaner or something while waiting on these part(s). You have known of the problem for quite some time and I actually received the recall notice almost a week after I called dealer to get it looked at but they could not get it to come on and "install" some kind of update. You can be sure I will not be buying this vehicle at end of lease and if there was or is a way to get out of it I would..........unhappy customer to say the least......Tom Soucy Angry
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Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Diane S Bxt
map-marker Portland, Oregon

Remote start 2017 Crosstrek Keyless

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I I HAD A REMOTE START INSTALLED ON MY 2017 CROSSTREK AT A COST OF $540. THIS IS A VERY INFERIOR PRODUCT AND SO DISAPPOINTED THAT SUBARU WOULD EVEN SELL SUCH A POOR QUALITY ITEM. I HAVE FOUND THAT IT ONLY WORKS WHEN YOU ARE ABOUT 25' FROM THE VEHICLE AND SOMETIMES IT STILL DOESN'T FUNCTION. I HAVE COMPLAINED TO MY DEALER & THEY HAVE TESTED VEHICLE WITH SIMILAR RESULTS. IF THEY HAD ADVISED ME HOW POORLY THIS PRODUCT WORKS I DEFINITELY WOULD NOT HAVE IT INSTALLED ON MY CAR. MY VEHICLE IS PARKED LESS THAN 25' FROM MY BACK DOOR BUT I HAVE TO STEP OUTSIDE TO GET THE REMOTE START TO FUNCTION SO MIGHT AS WELL JUST GET IN IT TO START IT. I WOULD LIKE TO SEE SUBARU REMOVE THIS ITEM AT THEIR COST & REFUND OR GIVE ME CREDIT TOWARDS OTHER PRODUCTS, DO NOT BUY A REMOTE START FOR YOUR SUBARU UNTIL YOUR RESEARCH THE FUNCTIONALITY OF THE ITEM.
View full review
Loss:
$540
Pros:
  • I have owned 5 subarus
Cons:
  • Selling an inferior accessory remote start
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

Anonymous
map-marker Atlanta, Georgia

I was a big bother to the service person Lydia.

Experience at Stivers Subaru: The service representative was Rude and Mumbled under her breath that I didn't make an appointment. I told her I am willing to leave the car and come back at a later date. It felt like everything was so negative. Constantly reiterating that the printer wasn't working. I asked her that while the car was here, if she could do the complimentary safety check and also check the issue with the back windshield sprayer - in addition to getting a new tire and having it installed. Lydia said it was too early for the complimentary maintenance. She asked what would be a good number to reach me and I gave her my cell number. I told her I will be walking around and asked her if she could call me if there was a problem or if the car was ready. I was gone for 2 hours and she never called. When I walked back to the dealership , I asked her if the car was ready. She said no, there was a few problems. She said the tire was not in stock and the car was an AWD , so the NEW tire would have to be shaved down to match the other 3 tires or the AWD system would be off. I asked if I was buying a new tire or a used tire to be shaven down-she said it would be a new tire and there would be an additional $30.00 fee to shave the tire. I asked when will it be completed she stated the earliest appointment is Thursday 3:30 pm. as long as Subaru Ships the Tire! She said I must pay first before the tire is ordered . The printer is down so I had to follow her to the showroom so I can PAY for A TIRE (1) The Nice Lady in showroom asked how I would like to pay The HUGE $150.00 Dollars I said her is my charge card then was asked if I would like a receipt or e-mail then she said oops sorry I can only e-mail printer does not work. I really had a bad experience here and felt poorly treated. Thank You in advance Harry NO LOVE FELT AT THIS DEALERSHIP
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Reason of review:
Poor customer service
Richard B Tty

2017 Outback Battery Failure

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I purchased a 2017 Outback from the Subaru dealer in Bellevue, WA, in November 2016. The battery died about 2 months ago and was replaced, and software updated. The new battery will not hold a charge for more than 3 days in 40 degree weather. I was told that Subaru decided to use eco-friendly batteries (dumb) and that I should connect a trickle charger to it. Not exactly convenient and Subaru never disclosed that I was given a battery that frankly does not work. Otherwise love the car. Rick Brown ibnr@***.net
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Loss:
$250
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

Gary H Wnf

Fuel Mileage Issue

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Since I had the short block replaced as a result of excessive oil consumption my fuel mileage has gone from an average of 26mpg down to 17 mpg. the dealer says to wait until the gas formula changes this summer. I contacted customer support who said they contacted the dealer and they are not getting any codes and don't know why the decrease in mileage and because the dealership says its the gas then that is what is probably the problem. I've had the car for 6 years and not until the short block was replace did I have had this problem.
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Ananda Whu
map-marker Camden, New Jersey

Local dealership can’t fix problem

“Customer service number doesn’t allow me to talk to anyone”
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Reason of review:
Poor customer service
Valentin C Xvp

Complaint

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I own a Subaru Impreza Premium 2016. From the begining I have some issues and the dealer decline all the time that is something wrong .
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Reason of review:
Poor customer service
Roseanne J Toe
map-marker Hallowell, Maine

NEVER buy a Subaru!!

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Subaru Of America - NEVER buy a Subaru!!
Subaru Of America - NEVER buy a Subaru!! - Image 2
Subaru Of America - NEVER buy a Subaru!! - Image 3
We purchased a new legacy In 2010 which now has 95,000 miles - the frame is rotted and not worth repairing!!!! We will NEVER buy a Subaru again!!!! And Subaru will not do anything even though this is EXACTLY same issues with older models!!
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Reason of review:
Bad quality
Thomas Yoj

Disappointed Loyal Customer

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I’ve been a subaru customer since 2009, my first new car. All my previous cars have been used Hondas. I was looking for reliable all-wheel drive car and found the 2010 Subaru outback. In 2012 Hurricane Sandy totaled my first Subie, so when I went to get another car, I bought another outback, the 2013. I’ve had over 100k worry free miles, until now. My transmission started making a grinding noise and I’m worried that it will fail soon. I imagined that I would get to 200k miles with minor repairs, but this is no longer the case. My transmission replacement will cost me at least $5,000. I called Subaru and its outside the warranty. There is nothing Subaru will do for a loyal customer even though their transmission failures are a known issue. There is nothing else wrong with this car, except the know tranny issue, but subaru refuses at acknowledge it simply because its a few miles past the warranty. One would think the brand, image and idea that Subaru makes reliable cars is worth more than a few transmission repairs. Subaru needs to think about it this way, customers like me get other people to buy Subarus. People like me are their best salesman. But if Subaru refuses to help a loyal customer like me, I can easily influence people to not buy Subarus. I can turn potential buyers away simply by telling them how Subaru treated me. Does Subaru really want to hurts its loyal customer base, or worse the brand of Subaru? I would hope no.
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Loss:
$7000
Reason of review:
Damaged or defective

Preferred solution: Full refund

Zalman Wwt
map-marker Camden, New Jersey

Transmission warranty question

I am slightly out of date for the factory warranty and am looking to see if there is anyway to get assistance with the cost.
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Reason of review:
Warranty issue
RONNIE L Dim

Disappointed Subaru Customer

Situation: THE CAR STALLED WHEN COMING TO A STOP AT AN INTERSECTION. BELIEVE TO BE TRANSMISSION ISSUE. PURCHASED A 2012 SUBARU OUTBACK ON 8 JAN 2019. THE CAR WAS SOLE AS IS. WHILE DRIVING HOME, I CAME UP TO THE BUSY INTERSECTION OF RUSSELL PARKWAY AND MOODY ROAD (WARNER ROBINS GA) AS I BEGAN TO SLOW, THE CAR STARTED TO BUCK THEN STALLED. I WAS ALMOST REAR-ENDED BY THE CAR FOLLOWING ME. THE CAR ON THE SAME DAY STALLED AGAIN WHILE SLOWING DOWN AND TURNING RIGHT ON FEAGAN MILL ROAD. THE CAR FOLLOWING ME SWERVED TO THE LEFT TO AVOID A REAR END IMPACT. THE CAR IS CURRENTLY PARKED UNTIL I CAN GET IT SERVICED. AFTER RESEARCH, I FOUNDED OUT MANY CUSTOMERS ARE HAVING THE SAME ISSUES OF DRIVING AN UNSAFE VEHICLE. 14 Jan 2019, the car was taken to Subaru of Macon GA were its been for almost a month. The service manger (Jamie) and the technician informed me that the problem was a bad torque converter but due to the cost of repair ($2000 (+) dollar), I was hesitate about fixing the vehicle. I was informed it would cost I believe $129 diagnostic fee if I didn't allow them to repair. My service manager GUARANTEED me 3 times that a new torque would fix the problem so we agreed to proceed. I was later notified after the new torque converter was installed that the torque converter wasn't the issue. Yesterday, Thursday 7 Feb 2019 I received a call from another Subaru service rep stating the car needed a new transmission. He stated $8000 which included yet another torque converter. He wanted me to also pay for the torque converter installed. I've never seen nor received any used from this item. I will meet with Subaru of Macon today hopefully to resolve this dispute.
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Loss:
$3000
Pros:
  • Liked car until expensive repairs
Reason of review:
Not as described/ advertised

Preferred solution: Let the company propose a solution

Karl M Otv
map-marker Lebanon, Indiana

Should of done a recall

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So my parents purchased a new 2011 subaru Outback with a CVT transmission. We never received any literature in the mail about the extended warranty for older vehicles until July 2018, and when the torque converter finally began to give out at 150,000 miles we were flabbergasted that Subaru would not even help cover the cost of the part. After doing my research I have determined that Subaru should have done a full recall for the safety of their customers. I personally own a WRX with a STI transmission, and was planning on buying a new WRX at some point in the near future. However, I will be buying a Ford Focus ST instead, I am appalled at Subarus decision to not care about their customers, and no one in my family will ever buy one again. To put this in perspective, the ford Taurus of the late 90's was the only other car in recent history with as bad of a transmission life. But at least they made it to 190000 miles. I"d be surprised if this outback makes it to 170000. Furthermore stalling randomly sure seems like a safety concern. I can no longer trust my safety to your company.
View full review
Loss:
$5000
Cons:
  • Transmission should of been recalled
Reason of review:
Damaged or defective

Preferred solution: Let the company propose a solution

Stephanie W Xrv

Worst car buying experience ever

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I heard Subaru was very good but when I decided to buy a Jeep there(that was for sale on their lot) I felt that I was invisible. The total end price was more then I told them I wanted but I felt so rushed that I signed for it. They agreed to touch up a few paint spots (which is already flaking off after a week). I messaged the salesman on Jan 11th (I bought the Jeep the week before Christmas) about something going on with the tires, I finally got a service scheduled and they charged me $65 to fix it! I hadn't even had it 30 days!! I was also supposed to get it detailed and undercoated the same day which never happened!! I cleaned it myself!..I love the Jeep itself but I was horrified about how badly they treated me!!!..It was the worst car buying experience ever!!!!
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Loss:
$5000
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Jeff W Owg

Let me get this straight, you bought a used car and you are making a complaint about Subaru of America. Used cars are not usually perfect.

You should have looked the car over before you bought it. You are the fool in this scenario.

Anonymous
map-marker New River, North Carolina

Subaru not standing behind their mistakes

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2013 Subaru Outback having the issue of high oil consumption. Having to put in 1 quart of oil in every week. I took it into the dealership not knowing anything about the problem with Subaru putting bad parts in their engines for that year and they just did another oil change and changed the PCV valve. They didnt give me a heads up and we found out online ourselves when it wasn’t fixed. Subaru will not do anything about it since it has 118,000 miles. Seems to me if you stood behind your cars and you’re the one that put the bad part in, that you would want your customer to be happy. Don’t think I’ll be buying another Subaru. Had 3 in the past 4 years and every one has had a problem. If you make cars and put a bad part in them, it shouldn’t matter how many miles are on it, they should replace the bad part for free!!!
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Reason of review:
Bad quality
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