Subaru of America, Inc.

To Whom It May Concern:Thank you for your recent contact regarding [redacted] and his complaint filed with your office. We certainly appreciate his loyalty to our products and services.Subaru is very excited that we are testing out a few promotions to surprise some of our owners with various...

gifts. We know that owners who have received the gifts are particularly excited and want to share this news with others.  Not all owners are receiving the gifts but it is possible that [redacted] may be included in a future promotion.We appreciate the opportunity to be of service.Sincerely, Subaru of America, Inc.

Subaru of America, Inc. has been able to collect the vehicle history so that we may review the repurchase or replacement request. Subaru of America, Inc. would not be in a position to offer repurchase or replacement of the vehicle as the vehicle does not qualify for lemon law. As we certainly...

understand the frustration surrounding the concern, we would like to offer a Subaru Added Security New Gold Plus 7 years/100,000 miles $0 deductible plan solely as a goodwill gesture and hope that this would provide some peace of mind regarding the vehicle.

To Whom It May Concern:Subaru of America, Inc. agreed to repurchase the consumer's vehicle under Virginia Lemon Law.  [redacted] signed a settlement letter dated 10/31/16 agreeing to terms of the repurchase including usage charges under the lemon law. The vehicle was repurchased under those...

terms on November 16, 2016. Shortly after the repurchase, the consumer contacted us requesting a refund of the usage charges.  On November 21, 2016, Subaru of America, Inc. agreed to refund half of the charges in the amount of $1,120.50 as a goodwill gesture in the interest of customer satisfaction.  The consumer contends that the offer was for full refund which is not accurate.  Subaru of America, Inc. will not offer any additional goodwill regarding this matter.

Complaint: [redacted]
I am rejecting this response because:
 Subaru is not making an attempt to resolve the unsatisfactory conditions.
Regards,
[redacted]

Dear Revdex.com, Subaru of America, Inc. has been in contact with this customer.   The warranty on this vehicle has expired.   However, we have extended an offer of goodwill toward the head gasket repair in the amount of $500.00, for customer satisfaction purposes.   ...

Thank you for contacting our office to review this matter. Sincerely,Karen Q[redacted]Customer/Retailer Services

Complaint: [redacted]
I am rejecting this response because: I do not agree with the decision and Obviously Subaru do not care about customer satisfaction, words are cheap !   One of my Friends who took their Subaru Outback 2016 into the the dealer had a very good experience because the dealer cleaned off the surface rust the sprayed some coating on the effected area's to protect them from future issues .Why can't my car have this ? This is what I'm looking for. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I do not wish to outright reject Subaru's response because Subaru has authorized another test, however the test will take some time as it requires driving 1200 miles. I would like to update the complaint once the test concludes.
Regards,
[redacted]

Dear Revdex.com, Subaru of America, Inc.'s position remains the same.   This vehicle is well beyond the warranty period (expired on 10/2/11) and we are not in a position to cover the cost of any repairs that are needed.    Thank you.Sincerely, Karen Q[redacted]

I will contact the dealership to get information and then follow up with customer

We have reviewed the concern and the failure is not a manufacturing defect, so it would be customer pay.

The dealership is currently working on the vehicle and once it is repaired, we can review further

Complaint: [redacted]
I am rejecting this response because: I was in the dealer 4 times. 3 times in [redacted] Subaru harrisburg, 1 time in [redacted] subaru mechanismburg. All 4 times, tech heard the noise but did not say on the work order. My last 2 visits at harrisburg dealer, tech confirmed they heard the noise. I have work order in hand as evidence. My last visit, the most experience tech said the noise is due timing problem, which needshould to disassemble the engine in order to fix. I seriously suggest SOA consider a new car replacement on a 32000  dollars 10 days old defective vehicle they sold me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I do not find it acceptable to assume there is nothing wrong with the car.  I have been in contact with the representative from your company.  When all of this started to happen he agreed to award me with a $1,000 off coupon toward a new car from Subaru.  I have recently reached out to him and asked if there would be a possibility of receiving $2,000 off due to the inconveniences I have had to deal with in regards to my 2015 Forester.  I am one-hundred percent willing to purchase another brand new Subaru.  Due to the troubles I am having and have had I am in change asking for an extra $1,000 on top of what the representative first offered.  I also don't find it fair or professional that since you received my complaint through the Revdex.com Subaru has since revoked the $1,000 that was originally offered.  For someone as myself that is a loyal customer and who has problems with a brand new car that only has 8,000 miles on it and is not even a year old.I feel as though this is a fair compromise.  I have been paying for a car that has been sitting in the parking lot of my local Subaru for two weeks now.  I have also agreed to provide bills and reports from my accident and towing reports from 2 weeks ago when the car stalled on a major highway and put myself and my passenger at risk to the Subaru of America representative.   I understand you are not willing to refund the value of the vehicle but I feel as though something should be done to make this situation right. I feel that you and Subaru should not just assume there is no problem with the vehicle and hope I don't get in an accident if it stalls and have a seat belt that has not functioned properly in the past. I am looking to compromise on this issue in a fair and professional manner. 
Regards,
[redacted]

Complaint: [redacted]
I am...

rejecting this response because:  The 2,500 was accepted because I had no other option and I refuse to have stayed in a car that would have caused loss of life . It was the worst offer a car manufacture could have offered . Very disappointed with Subaru . I want to let it be known what kind of car brand yall truly are . Subaru should have step up more in helping a customer with this problem.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Subaru of America doesn't have any admission of me stating I went  high speeds.They took the information off of the ecu which is physically impossible due to the residential area I was driving in To clarify what I said in a phone conversation was that who is Subaru to tell the owner of the vehicle how to drive. We as customers paid money to drive the car the way we want to. Subaru looks at a vehicle and assumes that it was modified. All you have to do is check their information on the vehicle which states that the Subaru wrx STI has a top speed of 154mph which doesn't state their facts as to the vehicle being modified. The car can exceed over 127mph so they lie and say because the car is going 127mph the vehicle is modified. They don't have proof and to say well bolts are missing the factory could make that mistake. This has been an ongoing thing with Subaru denying customers claims off of assumption and it needs to be stopped. Subaru of America is knowingly selling vehicles that have high oil consumption and do nothing about it causing engine failure in new vehicles. 
Regards,
[redacted]

Subaru of America, Inc was contacted by customer [redacted] regarding the engine failure on his 2015 Subaru Impreza WRX. Subaru of America, Inc, in order to accurately and properly diagnose the customers vehicle concern, Subaru of America requested that the engine be dismantled in order to...

diagnose the cause of failure. This cost was covered by Subaru of America, Inc.Upon the completion of the tear down, it has been determined that the customer had modified his vehicle from the original factory specifications and was driving the vehicle in excess of 120+ MPH, which is well above the legal speed limit.  Evidence of the vehicle being driven at these speeds pulled from the vehicle's ECM, electronic control module as well the customer customer openly admitted to driving at least 120 MPH during a conversation with Subaru of America. In addition, to the vehicle being driven at extreme speeds, there was clear evidence found indicates the vehicle has been modified/tampered with in order to specifically increase the vehicles horsepower and torque above manufacturer design intent.  Based on the this information, Subaru of America has come to the conclusion that the repairs to Mr [redacted]'s 2015 Subaru Impreza WRX would not be a matter for warranty and would be responsibility of Mr. [redacted]. Thank youSubaru of America, IncCustomer Retailer Services

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

After reviewing the customer’s concern further, as a onetime goodwill gesture Subaru of America, Inc. will reimburse the customer in the amount of $4,326.25 for customer satisfaction purposes. The customer can expect to receive the reimbursement check in the next 10-14 business days.

Thank you for the notification. I will reach out to the customer and determine how I can help.

Dear Mr. [redacted]:Thank you for your recent contact to Subaru of America, Inc.  I appreciate the opportunity to review your concerns.  According to our records, you are currently working with [redacted] in our office regarding the tire damage.  [redacted] did offer to reimburse you $500...

for the tire expenses under Service Request 1[redacted] as a goodwill gesture.If you need any additional information, please feel free to contact us at our National Customer/Dealer Services Center at ###-###-####.Sincerely,[redacted]