Subaru of America, Inc.

We have reviewed Ms. [redacted] complaint, along with the
service history of the vehicle. To determine if a repair is needed, per the
terms of the warranty an oil consumption test must be completed and the vehicle
must return in 1,200 miles to determine the consumption rate. Ms. [redacted] has
started...

oil consumption tests, but has failed to return in 1,200 miles.  In
regards to Ms. [redacted] request of a replacement vehicle, Subaru of America,
Inc. is declining this request. Per the terms of the warranty, we welcome Ms.
[redacted] to start an oil consumption test and return in the recommended 1,200
miles. If it is determined that the vehicle is consuming oil, a repair will be
recommended at that time.Thank you,Sarah [redacted]Subaru of America, Inc.

To Whom it May Concern,I called Mr. [redacted] on 7/21/15 to review his concerns. I offered a $2,500.00 Owner Loyalty Incentive good for use towards a brand new Subaru, and he accepted and moved forward with the new vehicle purchase on 7/22/15.Thanks,[redacted]

To Whom It May Concern:The backordered windshield has arrived and has been installed in Mr. [redacted] vehicle.  SOA is providing him a goodwill check for $[redacted] as an apology for the situation.Sincerely,Subaru of America

Complaint: [redacted]
I am rejecting this response because:Subaru #1 in warranty claims denials due to assuming everyone that owns an STI or WRX modify their vehicles. Maybe they should spend money on training employees at dealerships to be more customer service oriented. The fact that I was discriminated against for owning that vehicle and not offered a loaner vehicle because I didn't buy my vehicle at their dealership is a disgrace. You should be ashamed that you have dealerships that treat customers like this and do nothing to help the customer.
Regards,
[redacted]

The only reason that I am accepting this unsatisfactory, shameful response is that I have reached a satisfactory resolution with the dealership itself.

The complete service history for
Ms. [redacted] vehicle was reviewed. To determine if the vehicle is consuming oil
and a repair is needed, per the terms of the warranty an oil consumption test
does need to be completed. There is no documented oil consumption test at this
time. To start an oil consumption test, Ms. [redacted] would need to make an
appointment at the Subaru Retailer and return in 1,200 miles. Per the terms of
the warranty, if it is determined that the vehicle is consuming oil, a repair
will be recommended at that time.  Sarah [redacted]Subaru of America, Inc.

Dear Ms. Thatcher: Thank you for contacting Subaru of America, Inc. Please understand that the retailers are responsible for all aspects of the selling process, however, I appreciate your business and I want you to feel welcome as a new member of the Subaru family. I called the selling retailer to...

notify the sales manager of your complaint. Additionally, I will send you a parts and service coupon to use at any authorized Subaru retailer. I wish you many happy miles with your new Subaru Outback!Sincerely,[redacted]

Dear Mr. [redacted], I understand that you did not return to [redacted] Subaru. Per your discussion with our supervisor, I contacted [redacted] service department. I spoke with Michael at and he explained that they had the opportunity to address your concerns. Are you satisfied with their assessment? We genuinely care for your Subaru experience so please let me know how I can be of service if something was missed.Sincerely,[redacted]Subaru of America, Inc.

To Whom It May Concern:We sent the customer a response to their inquiry on 9/9/16.  Attached is a copy of that letter.  Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because: The broken turbo killed the whole engine. It was an engineering failure on a part. The turbo is the least of our expenses. If your product was a true high quality product, we would not have to replace a whole engine after taking stellar care of this car when it is less than 114000 miles and 8 years old. The fact that you are not willing to back your product further speaks a lot.
Regards,
[redacted]

To Whom It May Concern:Thank you for your recent contact to Subaru of America, Inc. concerning Mr. [redacted] and his 2013 [redacted] WRX. The vehicle was inspected and it was found that the failure of the engine assembly was caused by lack of proper maintenance. The internal...

inspection found the condition of the rotating engine components with extreme scoring and fusing of the connecting rod to the crankshaft on cylinder #4. The vehicle is also still fitted with the factory installed oil filter from the time of the vehicle production. The results of the inspection are not consistent with the maintenance records provided. The engine failure is not the result of a manufacturer defect or workmanship and is not a matter for warranty.We appreciate the opportunity to be of service. Sincerely,[redacted]

Based on the consumer going through the steps of shutting their phone off post-update, then trying to re-pair the phone to the in car system, Subaru of America, Inc. would like to request the following information for our further review: - What is the exact iOS application that is currently being run- Who is the wireless carrier- What profiles is the phone paired to- Is the Message Access Profile turned on

To Whom It May Concern:Thank you for your recent contact to Subaru of America, Inc. concerning [redacted] and his 2013 Impreza WRX. We inspected this vehicle in response to the consumer's request.  The vehicle is equipped with several aftermarket performance enhancing modifications...

including a modified engine control module, an aftermarket turbo, boost solenoids, exhaust without catalytic converters, modified vacuum lines and air intake. We found that he damage is not consistent with a mechanical or manufacturing defect. As a result of this inspection, warranty coverage does not apply. We appreciate the opportunity to be of service. Sincerely,[redacted]

Dear Mr. [redacted], I’m sorry to learn that you are having engine concerns with your 2012 Subaru Legacy. Our records indicate that our Team Leader Gretchen called you on January 18, 2016. She left a message on your voicemail. Please call her back at 1-800- Subaru3 and provide your reference number...

[redacted] Additionally, I spoke with [redacted] Service Director at [redacted] Subaru. He would like to work with you. He suggests that you call him to set up an appointment. His number is [redacted] At this appointment, they will start an oil consumption test and he will also have his best technician access the clunking noise that you are hearing. Please let us know when you set the appointment with [redacted].  Sincerely, [redacted] Subaru of America, Inc.

Review: On June 8th of 2015 I contacted my insurance company to file a claim to have my windshield replaced on my 2015 [redacted] outback due to damage that was received from a rock. I'm now going into the 6th week of waiting for the windshield to be provided by [redacted]. I was told by my local [redacted] dealer that they have no idea when a new windshield will be available for the car and according to them not a single windshield is available for this car in the entire united states. I find this very unacceptable by [redacted] in not supporting their cars , dealers and car owners. Currently i've had to drive the car with a large circle crack right in my area of vision. This makes operating the car very unsafe and I could receive a ticket for driving with a broken windshield.Desired Settlement: [redacted] to have key parts available for their cars

Business

Response:

To Whom It May Concern:The backordered windshield has arrived and has been installed in Mr. [redacted] vehicle. SOA is providing him a goodwill check for $[redacted] as an apology for the situation.Sincerely,Subaru of America

Review: My vehicle is a [redacted] with purchased extended warranty provided by the manufacturer until 7yr/70K miles. The vehicle was purchased on 10/27/2007 and with a current odometer reading of about 68000. The vehicle's fog light bulb was replaced by a compatible, [redacted] approved bulb made by [redacted] The fog light socket has connectivity issue for a while and was damaged by unknown reason that was not external force. (The bulb was installed by the dealer per my request). The claim department of Subaru of America denied the warranty repair citing the failure is due to usage of aftermarket bulb but failed to demonstrate and prove it. Formal inquiry to the bulb manufacturer [redacted] also assure the bulb is at correct wattage and should not cause such problem. The aftermarket bulb shows no sign of damage or burnt. The other side of the fog light with the same type if bulb also functions normally. However, given by the above fact, Subaru of America still denied the warranty and the reason is just simply of "not using genuine part". This apparently violates the [redacted] warranty act. All communications were documented.Desired Settlement: Repair of the fog light socket under warranty or pay for the cost of the repair.

Business

Response:

The failure was caused by an aftermarket part and is therefore not a matter for warranty.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The other side of the fog light is using the same bulb and is working properly. Using aftermarket bulb would not cause bulb socket to fail, as it is the same specification as the stock and is [redacted] complaint. [redacted] prohibits denial of warranty because of using aftermarket parts. Subaru does not have enough evidence to support the cause of the failure is because of aftermarket bulb but their technician damaged the socket when cleaning the socket or due while changing the bulb. It could also be a matter of fact that the socket fails prematurely because it is defective at the first place. Subaru is just using any excuse to stay away from their responsibility.

Regards,

Business

Response:

The failure was not a direct result of a manufacturing defect and this is why it is not being covered by the warranty. Any failure caused by an aftermarket modification is not covered by the warranty.

Review: 2001 Subaru Outback subject to 2003 recall 03V143000 for rear suspension subframe corrosion. According to a vin number search record, subcoating, per the manufacturer's recommended corrective action, was performed on 06/23/2003. Last week, the car failed state inspection due to a corroded "K-frame". The vehicle is in otherwise excellent mechanical shape, but is unusable because of the corroded subframe. It is our position that the subframe should have lasted for the life of the vehicle, and that the corrosion of the subframe is due to a manufacturing defect and is a safety issue that should be corrected by the manufacturer. There was obviously a defect identified by the manufacturer shortly after manufacture, hence the recall, but the corrective measure chosen by the manufacturer was insufficient to cure the defect.Desired Settlement: I would like to have the corroded frame repaired or replaced at a local Subaru dealership, with the costs paid in full by Subaru of America.

Business

Response:

After reviewing the customers complaint, the recall, WWM96 for rust proofing the rear subframe was performed on Mr. [redacted] 2001 Subaru Legacy back on 9/23/2003. The mileage on the vehicle at that time was 53,841. At this time, Subaru of America, Inc would not be in the position to assist Mr. [redacted] with the repairs on his vehicle at this time as the vehicle is 15 years old and well outside off all factory warranties at this time. We feel that the rust proofing on Mr. [redacted]' vehicle has been effective in preventing any subframe failure on his vehicle over the last 12 years since the recall was performed. Should Mr. [redacted] require additional assistance, he can contact Subaru of America, Inc at 1-800-782-2783.Thank you, Subaru of America, IncCustomer Retailer Services

Consumer

Response:

Review: 10999472

I am rejecting this response because: The vehicle has been garaged since it was purchased new. From 2006 until now the vehicle has been used only for occasional local transportation at our second home which we visit less than 6 months a year. The car now has about 150,000 miles on the odometer, far less than average use. Recall information from NHTSA states that :CERTAIN REAR SUSPENSION SUBFRAME COMPONENTS WERE PRODUCED WITH POOR PAINT QUALITY WHICH, AFTER CONTINUED EXPOSURE TO CORROSIVE ROAD SALTS FOR A PERIOD OF SEVERAL YEARS, COULD RESULT IN RUST-OUT OF THE COMPONENT AND POSSIBLE BREAKAGE OF THE SUBFRAME.

Even Subaru acknowledged the defect and recognized that the corrosion would occur over "a period of several years." It is our position that Subaru should bear the cost of its mistake and repair or replace the part.

Regards,

Review: I purchased a 2014 [redacted] on 4/25/14 with 4700 miles on the car. The car came with a 5 year/60,000 mile powertrain warranty through subaru. Less than 24 hours after buying the car, on 4/26/14 the engine blew and the vehicle became inoperable despite demand, subaru of America refuses to honor the warranty.Desired Settlement: The desired outcome I am seeking is for subaru to honor the warranty and repair the vehicle.

Business

Response:

Mr. [redacted] purchased used 2014 I[redacted] from a [redacted] dealership and his vehicle failed shortly after. After speaking with Mr. [redacted]he admitted that he was traveling at an extremely high speed and RPM and the vehicle shut down while exiting the highway. The car was taken to [redacted] Subaru and the dealer proceeded with diagnosing the vehicle in attempt to repair under warranty. The freeze frame data recorded the customer traveling at 84 mph and 5900 RPMs when the car shut down. Note: the vehicle was traveling at a higher speed than recorded on the freeze frame data because the freeze frame is only recorded after the vehicle shuts down. Subaru of America has determine the cause in failure to be the customer’s driving habits and not a factory defect. Please let me know if there are additional questions.

Consumer

Response:

Review: [redacted]

I do not agree with the assertions claimed and maintain my position that [redacted] and Subaru have failed and refused to honor my legitimate claim under the warranty. I will be forced to pursue this matter in Court.

Regards,

Business

Response:

We are sorry to know of your recent decision, and Subaru of America's position on this matter remains the same.

Review: I have a 2015 Subaru Wrx with 19,000 miles I bought the car at Carmax in [redacted] I have a factory warranty an a extended warranty for a 100,000 miles the transmission an rear end broke in it an Subaru is saying there not going to fix it an everything that broke is covered under my warranty I haven't had my car in a month now I should not of had any problems on Subaru fixing it where it's still under warrantyDesired Settlement: I want my car fixed an compisant me for my time that I haven't had my car

Business

Response:

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

Review: [redacted] refuses to honor their warranty on my 2 year old car with 10K miles on itDesired Settlement: Need to repair my engine

Business

Response:

To Whom It May Concern:Thank you for your recent contact to Subaru of America, Inc. concerning Mr. [redacted] and his 2013 [redacted] WRX. The vehicle was inspected and it was found that the failure of the engine assembly was caused by lack of proper maintenance. The internal inspection found the condition of the rotating engine components with extreme scoring and fusing of the connecting rod to the crankshaft on cylinder #4. The vehicle is also still fitted with the factory installed oil filter from the time of the vehicle production. The results of the inspection are not consistent with the maintenance records provided. The engine failure is not the result of a manufacturer defect or workmanship and is not a matter for warranty.We appreciate the opportunity to be of service. Sincerely,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:What Subaru did not tell you is that they have copies of invoices for 5 oil & filter changes that they are totally disregarding. Also they are ignoring the fact that Subaru has oil problem with there engines and if I was missing oil in the engine , Like they are claiming, the oil light should have come on which it did not. They are just making up stories to get out of paying for the repair

Regards,

Business

Response:

Subaru of America, Inc. has reviewed and responded to the customer’s inquiry on June 10, 2015. As stated at that time, the failure is not the result of a mechanical or manufacturing defect. Our position on the matter remains unchanged. Sincerely, [redacted]