WILLIAM P Prk
map-marker Norwood, Massachusetts

COST FOR AN OIL CHANGE AND TIRE ROTATION.

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AT THE CLAY SUBARU DEALERSHIP IN NORWOOD,MA. I HAD AN OIL AND OIL FILTER CHANGE ALONG WITH A TIRE ROTATION. I WAS CHARGED $ 137 AND CHANGE. I FIND THIS AN OUTRAGEOUS CHARGE.I BUY NEW CARS EVERY YEAR AND HAVE NEVER BEEN CHARGED MORE THAN $ 70.00 FOR THE SAME SERVICE. I COMPLAINED TO THE SERVICE MANAGER AND WAS TOLD BECAUSE OF THE SYNTHETIC OIL USED THIS IS A NORMAL CHARGE. MY LAST 5 CARS I'VE OWNED ALL TOOK SYNTHETIC OIL. I FEEL THAT THIS DEALERSHIP RIPPED ME OFF. I INFORMED THE MANAGER THAT THEY HAVE LOST A LOYAL CUSTOMER.I WILL NOT DO BUSINESS WITH SUBARU AGAIN.I PROBABLY WILL GO BACK TO VW WHEN I BUY A 2019 MODEL. SUBMITTED FOR YOUR INFORMATION AND ANY ACTION YOU DEEM NECESSARY. BILL MELVIN 35 SUNSET AVE. NORWOOD, MASS. 02062.
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Loss:
$65
Reason of review:
Pricing issue

Preferred solution: Let the company propose a solution

1 comment
Guest

Ya, walked away from buying at Clay …. they send in the masses to avoid ...

Tara d Mlq
map-marker High Falls, New York

Atrocious

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Brought my vehicle In to be serviced today only to find out that there is an issue that they offered an extended warranty that we were never contacted about. No calls, no emails, no letters to let us know that we may or may have a transmission problem and that we may want to consider having fixed. We will never be buying a car from them ever again. The issue that needs to be fixed is entirely too expensive and there is no guarantee that that will fix the problem. Customer service was no help and dropping my car off to even get looked at was a joke. They charged us for a problem that the company knew the cars were having issues with.
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Reason of review:
Poor customer service
Pat B Qjz
map-marker Plantation, Florida

Interior Rattling around the moon roof

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Let me first state that we love our car, and since we first purchased the 2014 Outback we have nothing but praise for the vehicle. I have noticed recently that there is a rattling, while driving over 35 MPH, that occurs above the passenger head area that is directly related to the tracking system for the moon roof slide. It can be silenced IF you press upward on the ceiling panel. I would not be writing if there were some way to locate and stop the noise, but it is located within the headliner. This has become a great distraction while on ANY long distance trip, which we often do. Has this ever come up with another review? Is there a resolution that would not cost me an arm & leg to resolve? Thank you in advance, PB 2010patbeck@***.com
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Reason of review:
distracting interior noise

Preferred solution: Let the company propose a solution

Linda S Nkx
map-marker Redmond, Oregon

Slow nearly useless roadside assistance

Our car broke down at 12:20 on a Thursday afternoon. I called the roadside assistance national number and opened a ticket. I got an auto response for the location at 12:26: and responded to it. We were told we would get an eta from a tow company within a few minutes. 1:31 I called back and asked if I should find a tow truck myself. At 1:40 finally we got a message about who would be towing and the arrival time would be within 15 minutes. 2:29 no tow truck so I called the tow company. They informed me that they had the request but were waiting for payment before they could dispatch. She said she would call them back. I said I would pay it just to get towed. By this time the driver was on another call. Received a few auto update calls confirming if assistance had arrived or not. Pressed the number for no. The entire time the car was blocking part of a fast food drive through lane. The car was only a few blocks from the towing company. Five minutes at the most. At the time of the original tow request the truck was available. When they finally got pay authorisation it was on another call. The cars problem involved electronics so the emergency brake could not be released to roll the car out of the way. 3 hours for what should have been a few minutes is extremely slow service. Add the 40 minute drive to the Subaru dealership nearly 4 hours were wasted. If they want to discourage Subaru owners from using this service they have succeeded. I have road service on the car insurance policy but I used Subaru because it came with the car. I won't make that mistake again.
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Cons:
  • Roadside assistance service
Reason of review:
Poor customer service
1 comment
Guest

Same thing happened to me. Took subaru Roadside Assistance 4 hours to get to me on a 90 degree day!!

my brand new 2018 Outback Touring Edition completely broke down, no power, so no air no windows.

Battery imploded. Still fighting with them after more problems arise

Peter H Wnj
map-marker Westampton, New Jersey

Trailer Hitch not available for the 2019 ASCENT

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My wife and I just purchased a 2019 Subaru ASCENT from Matt Slap Subaru of Newark, Delaware. We just were notified that our trailer hitch for the ASCENT is not available and no one is sure when they will be arriving. Why would you promote a vehicle with a strong towing capacity and not have the trailer hitch available? We have a beautiful little teardrop camper just sitting there and cannot go anywhere with it as our new "towing vehicle" is ill equipped to handle the job. Our previous vehicle was a 2016 Honda Odyssey which was a great car for hauling the family around but terrible in the snow and ice which we tend to get here in the Maryland and Delaware area. Our original thought was to purchase a new Honda Pilot, but after researching the retail price points and the handling and performance of the Subaru Ascent, we were convinced that the Subaru was the right choice considering our driving conditions and what the vehicle will be utilized for. Peter and Susan Hyslop Elkton, Md 21921
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Loss:
$36000
Reason of review:
Not as described/ advertised

Preferred solution: Let the company propose a solution

Karen-Beth P

I'll Stay With AAA, thank you

On Sunday, August 5, after having driven my 2016 Forester earlier that day with no problems, I couldn't get my car out of "Park" and several trouble codes popped up. Since it was a Sunday and no Subaru service departments were open, and my car was parked safely in my driveway, I waited until Monday to call Subaru Roadside Assistance --what a nightmare!!! The first person I talked to had no understanding of the number of "free" miles I was entitled to and suggested that "maybe I could talk them into giving me a few free miles since the nearest Subaru was 16 miles away, and my contract only allowed for 10 free miles" (tow to nearest dealership PLUS 15 miles is actually what I was entitled to per a much more knowledgeable representative.). I also tried to schedule a pick-up for later in the day since I had classes to attend and was able to borrow my daughter's car--but she said I'd need to call back when I was ready and she couldn't schedule for several hours in advance. So I called when I got home and was told the driver would be there in 70-90 minutes; meanwhile, I made an appointment with the nearest dealership for 8 AM the next morning. 2 hours later when the tow truck still hadn't arrived, I got a robo call from Subaru Roadside Assistance (SRA for future reference) asking if my car had been picked up yet. When I said "NO", I talked to yet another operator who said it would be another 90 minutes, but she would try to make it less--by that time, Subaru's service dept. would be closed, but I could ask tow truck driver to give keys to new car manager--but I was free to call another tow service (at my expense) if I preferred :my basic AAA plan only covers a tow of 7 miles, but I could upgrade to 100 miles for about $35/year for 2 people)--==what kind of customer service is that??? Finally, at about 10:30 p.m., a tow truck driver called my house and said he could be there in about 1/2 hour--long after the entire dealership was closed, so I thanked him and said I'd need to reschedule. So, again I called customer service and this time I got what seemed to be a very knowledgeable woman who thoroughly explained their towing policies and GUARANTEED a tow truck would be at my house by 7 a.m. so I could still make my 8 a.m. appointment at the Subaru dealer--all the while, telling me that it was rare to have so much trouble getting a tow truck and how they were always getting compliments about the tow truck drivers (as if this had anything to do with the service Subaru provided!) So the next morning, I got up early and waited for the tow truck. When it didn't arrive by 7:30, I again called SRA--who told me my rescheduling request had been CANCELLED!!! So much for the guarantee I was promised--grrr! The agent I spoke to this time bordered on being rude and also reminded me that I was free to call another company (at my expense) if I so desired--but finally managed to send someone out about an hour later. Luckily, I was parked safely in my driveway--but what if I'd been stranded somewhere? I'm a single woman in my mid-70's and shudder to imagine what could have happened. I've been an AAA member for 55 years and have NEVER experienced such incompetence and can see no reason why I shouldn't continue with them. Such is not the case with your company and I will NOT be renewing my membership with you. And , true to the agent's comments, the tow truck driver was wonderful! SRA customer service, definitely not so much.
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Reason of review:
tow truck driver was great
Alaila Njp
map-marker El Paso, Texas

Problem with a dealership

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Dealership is avoiding me. I bought a used vehicle with issues that the dealership promised to fix and also fix terribly wrong. I have purchased my last two vehicles from Subaru and this one will be the last!
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Reason of review:
Bad quality
kerry m Rde
map-marker Marietta, Georgia

Failure to accept password

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I am the owner of a 2018 Forester, vehicle number jf2sjaec1jh598506. I have tried repeatedly to access the Subaru of America owner website but the site will never accept any password, either existing or revised. I have used the procedure required by the website but I am never allowed access. In every case I was trying to respond to an e-mail message sent to me, never from me to the website. Why? -- Thanks -- Kerry M. West In order to make the 100-word minimum required by this current website, I add the following text for no other purpose than to comply. This stuff is getting ridiculouser and ridiculouser. Yadda yadda yadda yadda yadda.
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Pros:
  • All service provided by dealership
Cons:
  • Problems accessing website
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Machele Imf

Clear out your cache, history and cookies, then try again. You might also try using another browser to access their website. I have had problems with GM not recognizing my using Firefox but liking Internet Explorer.

John C Hwq
map-marker Camden, New Jersey

Subaru refuses to investigate oil consumption problems

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In 2016 Subaru settled a class action over high oil consumption, agreeing to fix the many affected vehicles. In 2017 I bought an Outback from Dave Wright Subaru in Cedar Rapids, Iowa.

After about 6k miles it became obvious that it had very high oil consumption. I contacted the dealer (general sales manager, customer loyalty manager and few others). I received a reply that it was too close to the weekend for anyone to respond. So I waited, and waited ...

After one week I tried again and they would not respond at all. It seems that the new policy on oil consumption is to ignore any complaint.

Coming on top of the other major problem of Subaru engines (head gaskets), I am done with the brand an especially with this dealership. Subarus are about love, but only until you actually buy one.

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Loss:
$6000
Pros:
  • Outback cheaper than a honda pilot
Cons:
  • Refuse to respond to complaint
  • Refuses to deal with complaint
Reason of review:
Poor customer service

Preferred solution: Compensation of $6000 for loss in trading Outback for another brand

Tracey S Wnc
map-marker Stamford, Connecticut

Yes I'd like a call back

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Norwalk, CT sold a car fro under my nose.. I'm so upset, This was for my 16 year old son. I waited 3 hours for an approval on a vehicle that I was interested in and was told I couldn't get a loan for a less expensive car.yesterday 9/29/2018. they did a approval for a car I didn't want, let people go infant of me..they want to make it up...but the car has left the lot today 9/30/2018 ...It's principle.. I own a business and would never skip a client, or be so sneaky I'm so pissed I'm ready to go to 7 on my side! I would suggest an email to 7efitspact4@***.com Really disappointed. Tracey Sollazzo I don't want to write anymore..I'm so upset that my son was so exited and you sold it under his nose...Shame on you!
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Cons:
  • Customer service representative
  • Lied about price of car
  • Negligence and disregard
Reason of review:
Poor customer service

Preferred solution: I'd never buy from you! My first and last experience.. that was below the belt

Anonymous
map-marker Corpus Christi, Texas

Throw out bearing destroyed

The throwout bearing in my subaru forester went out and I need to find out if it was covered under warranty.
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Reason of review:
Damaged or defective
Anonymous
map-marker American Fork, Utah

Long wait on hold

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Wrong oil in my Outback. Oil plug wsss loose...only one thread holding it on. Coolant was left empty...at Doug Smith Subaru American Fork, Utah
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Reason of review:
Poor customer service
Christine K Wpp
map-marker Rutland, Vermont

Remote starter does not work when cold!!

I purchased a brand new 2015 Subaru Forester and every year have called the service and complained that's a remote starter will not start my car when it is below 35 degrees! Again this morning 30 degrees remote starter will not start car guess you have to get dressed put your coat on put your shoes on and go outside and start your car, kind of pointless. I think that they should fix us they have reset my remote several times it has not fixed the problem as every year when the cold weather Creeps in my car will not start with the remote! Very disappointed and this is my third Subaru will not be buying Subaru again. Truly pissed!!
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Reason of review:
Damaged or defective
Lynda M Cic
map-marker Waco, Texas

Dealership Not Refunding Money

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Updated by user Nov 17, 2018

Finally received my refund after many phone calls and threat of getting a lawyer and filing suit. I will never ever buy another Sabaru!! Customer service sucks!

Original review Sep 27, 2018
Aug 25th I traded my 2015 Subaru and asked for a refund of the extended warranty I had purchased from Jubilee Subaru of Waco, Tx. The dealership was sold to Douglass Subaru of Waco, Tx on Aug 31st. When I called Douglass Subaru, they told me to go after the old owner for my refund. The old owner said the dealership was holding his money and i should go back to them. When I contacted Subaru customer service, they said they sent my money to the dealership and said I needed to talk to dealership. They were in no way interested in helping me with this issue. Still after 5 weeks have not received my refund, and i feel they have stolen money that is not theirs. Douglass Subaru won't even talk to me. They tell their receptionist what to tell me.
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Reason of review:
Warranty issue
gorodn p

Car broken during service

Called two days later to see what the status of my complaint doesn’t sound like anything is been done. Awaiting a call back from the representative
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Reason of review:
Poor customer service
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