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Reviews Subaru of America, Inc.

Subaru of America, Inc. Reviews (123)

Review: The turbo broke in our vehicle and the pieces went into the engine and destroyed it. This is an engineering failure of the turbo and there is nothing we could have done to avoid this. We had horrible customer service with the headquarters where they said they would help with the cost of fixing it then said they would not. We have now been without a vehicle for over 2 weeks. We left the supervisor 5 messages regarding this matter and it took her over a week to get back to us just to very rudely tell us they will not help us.

We have taken excellent care of this car and the mechanics said the vehicle was in excellent condition other than this defective piece that destroyed the whole engine. It is under a 114000 miles and had absolutely no other issues with it. The [redacted] mechanics replaced the turbo and then after the fact said the engine was damaged and needed to be replaced as well.

When someone pays this much money for a product and diligently maintains it, there is no reason they should lose the whole product due to a malfunction of a part that should not malfunction. We have been treated terribly by the [redacted] headquarters and our time and money has been wasted. We have been loyal [redacted] customers, this is the second [redacted] we have owned and we got our parents to buy [redacted]. THis will not continue if this is how they back their products.Desired Settlement: We want [redacted] to take responsibility in this matter and replace the damaged engine.

Business

Response:

To Whom It May Concern:Thank you for your recent contact regarding the above referenced customer. I am unable to locate their current file using the contact information provided. At your convenience, please provide a vehicle identification number (VIN) so I can research the complaint further. I appreciate the opportunity to review the consumer's concerns.Sincerely,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: There was no resolution, they just need more info and I have no way of getting that info to them without saying I reject their response.The info they need is our vehicle information which is listed below.2006 [redacted] OutbackVIN: [redacted]

Regards,

Business

Response:

To Whom It May Concern:I was able to locate the consumer's initial contact to our offices regarding turbo and engine repairs. We offered $750 towards the turbo repair as onetime goodwill gesture in the interest of customer satisfaction. We are unable to provide any further financial assistance towards additional repairs.I appreciate the opportunity to review your concerns. Should you have any questions, please feel free to contact me at ###-###-####. Sincerely,[redacted]

Consumer

Response:

Review: [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,

Review: I Purchased a 2013 [redacted] from [redacted] Subaru on 05/18/2013. The car was brand new with 6 miles on the ODO. I have always had the car maintained at the dealership and the oil has been changed every 3,000 miles, 750 miles under the recommended 3,750 oil change interval. The dealership has used genuine [redacted] oil and filters for the maintenance. A month and 2 weeks ago the engine started making a knocking sound, and I immediately brought the car to the dealership. Once the engine was removed from the car, it was inspected by a Subaru of America representative and the cause was found to be a spun rod bearing on the #4 rod, ruining the engine. No other damage was found. Subaru claims that this damage is from a low oil level at some point, but the car always had a full oil level. When it was brought to the dealership it had a full oil level, and on every oil change at the dealership it had full oil level. The oil was just changed at the dealership at 12,674 miles, and the rod knock started at 14,500 miles. The car was maintained better than Subaru's recommended oil changes, and the oil level was always full. Yet they are denying the warranty claim blaming me for improper maintenance. I have escalated this claim to Subaru of America customer service 3 times, and they are still denying the claim based on the same reasons. Now they have only offered to cover the parts portion of the repairs based on goodwill, but not the labor(which will still be $4,000) and will not let me escalate any further. They are also taking back the loner car the dealership has provided me. Just to get my car back(still disassembled and no operational) I have to pay $800 dollars for an inspection fee. This car is still covered under the 3 year/36,000 mile bumper to bumper warranty, yet Subaru of America is trying as hard as they can to not deny any fault and to not cover my car.Desired Settlement: All I would like is for Subaru of America to honor the warranty that was offered with the vehicle when I purchased it and cover all repairs and expenses needed for my 2013 [redacted] to be back to perfect operating condition.

Business

Response:

The failure was not a matter for warranty and as a goodwill gesture, we offered to cover parts and customer would be responsible for labor. Customer declined this offer

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The oil was changed by [redacted] on 02/22/2014 at 12,674 miles. The engine failed with 14,359 miles, 1,685 miles after the dealership performed the service. Where did the dealership installed oil go? What have I done to cause this failure?

I do not understand how this is not a matter for warranty if the dealership performed the service last and all oil services were done ahead of schedule.

Regards,

Business

Response:

I have spoken to the customer and Subaru of America will be covering the repair as a one time goodwill gesture

Review: Subaru is failing to honor its warranty on my new car my Emergency brakes failed and are refusing to honor warranty my car has 1month of use and only 1,800 miles on it when my e/brake handle started to act up I took it in to a local dealer here in miami, fla they said they would not cover it under warranty the service manager was very unprofessional he accused me of something to cause the failure without any proof and would just refuse to honor warranty. I immediately contacted Subaru of America and told them of my situation about my car and 8 days later I have no car and no response on the matter from Subaru of America even after numerous calls to the main offices in NJ.Desired Settlement: I just want my Car Warranty honored without any cost to me as the law states on warranty issues on a new car.

Business

Response:

Based upon review from dealership and district rep, the failure was found to be a result of aggressive driving habits and not a manufacturing defect.

Review: I called Subaru Roadside Assistance. They said a person would be at my home within 1 hour to change a tire. (Approx 10:20 PM) Many calls later the person stated they were on the way, and did not show up. At 4:10 AM the tow driver woke me up (almost 7 hours from the initial call) and couldn't change the tire because he only had the jack provided by Subaru (Did not have his own tools), which was not functional and had broken, causing the car to fall from the jack. The driver was smoking in my garage and appeared to be intoxicated. He made several comments as to how this was the second time this has happened recently, and he wasn't willing to work on this car. He left and I had to wait until 8 AM for another company to come out, with roadside assistance insisting that they send same person back. The car sustained 1,000+ in damage that was paid for by Subaru, and I had to pay $595 for tires due to the fact that the car was dropped causing damage to the tire by it being dropped and then pried off by the driver. The tire could have been repaired, but for this action. I had to purchase 2 new tires due to the car being all wheel drive. The dealer fixed the car, and left the tire for me to pay for (x2) even though I was not at fault.Desired Settlement: I would like a refund for the cost of the tires, as it was damaged by the improper service. The second provider told me that the first tow driver did not properly lift the car. They attempted to blame me for this, but after I told them that I do not have full use of my right arm (dominant arm) due to nerve damage and several surgeries, and other issues with my left arm, in no way could have attempted to change a tire, they stopped blaming me. I spent 2 hours at the dealer, was without my car for 10 days while they sorted this out and should be refunded for the additional damage caused by the roadside assistance Customer service was not good with the claim and did not properly address the additional damage.

Business

Response:

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]

Consumer

Response:

[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.]

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,

Review: On April 30,2015 I had my car towed to Star Subaru 211-52 Jamaica Ave Queens Village NY 11428 bc my engine was making noise. I was told the engine Blew and that the Representatives from Subaru of America would have to look at it. The Reps told The service manager as long as there was no sludge in the engine and that there was proper oil and anti freeze in the car that they would warranty the engine, but first they would have to tear the motor apart to see what failed. It took star Subaru 8 business day to tear the motor apart, another 3 business days to send proper documentation to Subaru of America, Subaru of America took an additional 8 Business days to deny my warranty claiming that my aftermarket parts caused the failure. I was 100% upfront with the service manager, the sales Manager and Subaru Of America via phone calls the week of April 27, 2015 about the aftermarket parts I put on the car. Consumer Affairs website lists over 200 complaints about the same failure that crippled my car, a broken ringland which seems to plague 2012 & 2013 models of wrx,Sti, legacy, crosstrek etc. aftermarket parts or not these engines fail. I would also like to site MAGNUSON-MOSS WARRANTY ACT (1975) USC TITLE 15 CHAPTER 50 Chapter 2301-2312 that states a company MUST prove said aftermarket parts caused this failure. Which I'm 100% sure they cannot based on the track record of these engines. It's a shameful and poor business practice that Subaru is running.Desired Settlement: I want Warrenty coverage

Business

Response:

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]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I DO NOT have a aftermarket turbo NOR DO I have an Exaust without catalytic converters. Subaru isn't providing proper documentation that my aftermarket parts caused this failure and now they are making up parts that don't exist on my car. This failure is a common failure, not because of aftermarket parts, it's because of poor engine components plain and simple. Subaru is well aware of this fact.

Regards,

Review: On Sat, 5/9, I took my [redacted] Legacy (with approximately 33,000 mi on it) to [redacted] (which was also where I purchased the car) for repairs. We were led to believe that the repairs would take several hours, so we went home to wait. We got a call saying that the car would not be ready for pickup that day and that [redacted] would cover the cost of a rental car. I was told that the car would be ready by Tuesday, 5/12, so I opted to purchase additional insurance on the rental car for approximately $16 a day. I figured that if I only had to pay for a few days, it would be worth it. I was contacted by [redacted] on Tuesday, May 12 saying that the car would be ready on Fri. On Fri, I received a call saying that the car would be ready the following Tues. This is unacceptable on many levels: 1. [redacted] should honor their word. I am grateful that the car was thoroughly fixed, but did these repairs really require me to be inconvenienced for TEN DAYS?! I don’t understand why the date of completion was changed time and time again. This is unprofessional and irresponsible; my needs were totally disregarded here. 2. My safety and the safety of my babies was severely compromised. My husband and I purchased my [redacted] Legacy because of its features (safety and otherwise) and its performance on safety tests. The car I was given from the rental agency didn’t BEGIN to compare with the safety and performance of my [redacted] Legacy. I was nervous the entire time I drove it. 3. I made my car payment for the 10 days during which I didn’t have my [redacted] Legacy. I wasn’t paying for a subpar rental car; I was paying for a [redacted] Legacy. IF I HAD TO BE INCONVENIENCED BY THIS UNACCPETABLE SERVICE, [redacted] CORPORATE OR [redacted] SHOULD PICK UP THE COST OF MY MY RENTAL INSURANCE. I WAS MISLED ABOUT THE NUMBER OF DAYS MY REPAIRS WOULD TAKE AND THEREFORE SADDLED WITH A BILL THAT WAS MUCH GREATER THAN I HAD ANTICIPATED. ($181.50)Desired Settlement: I have tried to settle this argument as follows:

1. I contacted [redacted]. Both [redacted] and [redacted] refused to cover the cost.

2. I contacted Subaru Corporate and spoke w/[redacted], who asked me to send in the receipt for the repairs. She told me she would be sending a document “in about [redacted] minutes.” I didn’t receive any document from her. She did e-mail DAYS later (not ten minutes) and asked for the receipt, so I sent it in. After several days, I received a call and e-mail from her stating that Subaru Corporate would not pay for my rental insurance. I feel like [redacted] and Subaru Corporate were just leading me on and playing games with me so I would get off the phone during my initial call; this is unacceptable.

1. I must be reimbursed for the $181.50 in car rental insurance.

2. Because of all of this inconvenience, I should be reimbursed for the cost of my oil change and tire rotation, which came to about $62.00. This would bring the total I am due to $243.50.

3. I need an apology.

Business

Response:

To Whom It May Concern:Thank you for your recent correspondence concerning [redacted] and her complaint filed with your office on June 7, 2015. We did review the customer's concern and apologize that an issue with [redacted] prompted her contact. In response to her complaint, we have offered a $250 parts and service credit which is good for any future repairs or maintenance at any authorized Subaru retailer. We appreciate the opportunity to be of service.Sincerely,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I asked for a refund of the expenses that I already incurred, and have already expressed on the phone that I am not interested in the coupon instead. Instead of offering this again and playing games with me, you should address my concern in a professional manner. Thank you very much.

Regards,

Business

Response:

To Whom It May Concern:Thank you for the response. We have reviewed the customer's concerns. Our offer of a $250 parts and service credit towards future service at any authorized Subaru retailer is valid for the next 30 days. We are unable to offer any additional compensation at this time. Sincerely,[redacted]

Consumer

Response:

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

Review: Over the past three years I have requested to be removed from their junk advertising mailing list. I even attempted to contact the Subaru advertising CEO [redacted] the poster person for the "Program Headquarters" advertising to no avail.Desired Settlement: I want to be removed from their junk advertising mailing list!

Business

Response:

Dear Ms. [redacted],Please accept this email in response to complaint number [redacted] regarding [redacted]. We did review the consumer's feedback and have requested to have him removed from all Subaru mailing lists. We regret the inconvienience. We appreciate the opportunity to review the consumer's concerns.Sincerely,[redacted]

Consumer

Response:

[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.]

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,

Review: I purchased the "Subaru Extended Service Plan" on 2/12/2014. The plan clearly states that I may cancel the service within 90 days of purchasing it for a full refund. I sent two letters requesting to cancel the service within the 90 days. Both were certified by the post office and delivery has been confirmed. Subaru has not responded to either letter or sent me a refund. The total amount is around $1800.Desired Settlement: Send me a refund for the service.

Business

Response:

To Whom It May Concern,

Please be advised that we received the attached complaint regarding Mr. [redacted] and his Subaru Added Security refund request at [redacted] Subaru.

We contacted [redacted], Finance Manager at [redacted] Subaru regarding this matter. Mr. [redacted] informed our offices that he has issued a refund check and contacted Mr. [redacted] to discuss the reimbursement. If Mr. [redacted] does not receive his refund check from [redacted] Subaru within the next 10 business days, please let us know.

We appreciate the opportunity to review your concerns. Should you have any further questions, please contact me directly at ###-###-####.

Sincerely,

Subaru of America, Inc.

Consumer

Response:

[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.]

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,

Review: I have a 2015 [redacted] Wrx with 19,000 miles I bought the car at [redacted] 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 [redacted] 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 [redacted] 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:

The failure was found not to be a manufacturing defect and the warranty would not apply to this concern. This information has been provided to customer

Review: My 2015 wrx [redacted] is under warranty . I purchased it on October 10 2014 . March of 2015 I started to have a problem where it killed on the intereste going 65 mph . I most got hit by a semi with my daughter in the car . Took it to the dealership the next day and they stated nothing was wrong with my car . Happend 3 more time and my car has been to the dealer on 3 different occasions . The 2 time there they told me they had seen on there freeze frame data where the voltage drop. No for the 3rd time back . I want out on the car. Subaru is treating this like a game and does not care if I have loss of life in this car If it dies again . It not my problem if the dealership can't fix it because they don't know what's causing it . Subaru refuses to replace the car because they state we could not duplicate the problem but the problem exist . I started a case with Subaru and they are not doing nothing to get me out of this carDesired Settlement: I want to be put in a good working car with no problem and they would have to help me toward trade assistance.

Business

Response:

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]

Consumer

Response:

Review: [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,

Review: The 2009 [redacted] I purchased has been nothing but issues. The car has been in the shop in the 2 years that I have owned it probably 10-15 times. First the car would die which was fixed I will admit they did fix it and did a good job. But then now there is a recall this will be the THIRD TIME that this recall has been addressed FOR BRAKE LINES. The Car is a menace and quite frankly Im starting to loss my trust in it because of the issues that have arisen since I have owned it. I have contacted Subaru whom said they "will not buy" back the car no answer behind it why. But they said they have forwarded it to there Government and Compliance department. I have been nothing but patient with these people. This car has the issues of a 15 year old car from the door hinges breaking all the way to needing head gaskets at 55,000 MILES! Its truly unacceptable and this car should be bought back under the lemon law or how ever but I refuse to deal with it any longer. I hope you folks can help because this needs to be addressed ASAPDesired Settlement: I want the car bought back from Subaru. OR GIVE ME A NEW CAR. Its simple as that. STAND BY YOUR CARS. IF THIS HAD BEEN FORD OR GM THIS WOULDVE BEEN RESOLVED WHEN I CALLED THE VERY FIRST TIME. I AM DISSATISFIED NOT WITH THE PEOPLE THEY ARE DOING THEIR JOBS BUT THE COMPANY. This shouldve been addressed I want this car to be bought back and crushed or whatever they see fit. But I cannot afford for this car to keep going off the road and me paying out of pocket to fix things that the SO CALLED WARRANTY WONT FIX.

Business

Response:

Thank you for contacting Subaru of America. I would like to review this issue further. Can you provide me with the name of the customer and the vehicle identification number?Thank you, [redacted]

Business

Response:

Mr. [redacted] contacted our Customer Retailer Services Department demanding that Subaru of America buy back his vehicle because of recalls issues for his used car purchase. The customer service representative apologized for the recalls and offered Mr. [redacted] a $200 parts and service coupon to use at any authorized Subaru retailer. Mr. [redacted] expressed interest in trading for another Subaru and our customer service representative offered to assist with the purchase of a new and untitled Subaru. Mr. [redacted] says that he is interested in purchasing from a used car store; we explained that we will only assist with the purchase of a new and untitled Subaru from any authorized Subaru retailer. At this time these are our only offers to try and satisfy our customer.

Review: I purchased a 2009 [redacted] WRX in Oct 2008. Multiple issues arouse with mechanical problems. 1st the fuel sending unit goes out within the first year, followed by a fuel line blowing off a couple months afterward. Years down the road the engine started knocking. I maintained the vehicle pretty well. Changed the oil every 3000-3500 miles instead of the manuals suggested 6000 miles. Upon researching multiple articles about what happened I came across consumers who had the same incident happen. Subaru had installed faulty bearings in the engine when built which resulted in catastrophic damage inside the engine. My vehicle had passed the mileage warranty for the vehicle by 1600 miles before knocking. I contacted Subaru customer service and all they will do is prefer me to customer loyalty for my next vehicle. The customer service agent confirmed in an email that there were issues but mine is not on a recall roster. I have VINs, build dates, and mileage of other vehicles with the same problems that failed before warranty ran out. My vehicle failed right after warranty due to my taking care of the vehicle properly. This vehicle has had 2 other problems before this. I demand Subaru either repair the vehicle or buy the parts for me to repair the automobile. As seeing as how Subaru increased the horsepower from the older models seems right that they would have cut costs with cheaper bearings.Desired Settlement: Repair the vehicle or send me the parts for me to repair it

Business

Response:

As mentioned in complaint from customer, Subaru of America has verified his vehicle is not affected by any recalls and at this time the vehicle is outside of warranty. No financial assistance is being offered towards this repair at this time.

Consumer

Response:

[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.]

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,

Review: My complaint is with [redacted] of America Customer Service Department. My 2014 [redacted] broke down on July 21, 2014 leaving me stranded on the side of the road 6 miles outside of Dalhart, Texas. My car was towed to [redacted] in Amarillo for repairs. My car has less than 24,000 miles on it and is still under warranty. Today marks 37 days that my car has been in the shop and has not been repaired. I live 500 miles from Amarillo, Texas. The customer support from [redacted] has been terrible. Not once has anyone from [redacted] contacted me regarding my car without me having to contact them first and leave a message. I have spent hours contacting the dealership in Amarillo, Tyler, Texas where I bought the car from, and Customer Support at [redacted] of America. Only yesterday, did [redacted] agree to pay for a rent car for me until my car is repaired which I have to pay for up front and then be reimbursed. I spoke with [redacted] at [redacted] customer support yesterday. I asked for reimbursement for my car and insurance payment for August as well as for my car to be replaced. I was told they would do that after my car is repaired and that they will trade me out of the car after it is repaired. After speaking with the dealership, a wiring harness for my car has been backed ordered and it will not ship any earlier than September 2, 2014 and there may be other things wrong with my car also. For over a month, I have waited for [redacted] to repair my car with little support from customer support. I have continuously gotten the run around from them. When I do talk with customer support, they can not give me an update on my car - constantly saying we have left messages with the dealership or we have field service reps working on it. This is the worst customer support of any company I have ever dealt with. I have no faith is Subura's customer service or their cars.Desired Settlement: I want my car to be replaced with no cost to me from the closest local dealership which is Tyler, Texas or I want it bought back from me with enough equity that I have money for a down payment on a different vehicle from a different car company. I want to be reimbursed for car and insurance payments I have made while my car has been in the shop. I would also like to be reimbursed for the time I have spent dealing with this issue when I could have been working. I would like this done immediately.

Business

Response:

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

Consumer

Response:

Review: [redacted]I am rejecting this response because:The dealership has been unable to repair my car in the last 44 days so I am very concerned that they will ever be able to repair it properly. I have expressed many times to Subaru of America my concern that the car will not be repaired properly. I have asked for reimbursement of the 2 car payments I have made while not having access to my car and am constantly told that will be discussed after my car is repaired. The dealership and Subaru of America have said that they will trade my car in. However, I am not willing or able to leave work to go over 500 miles to Amarillo and I also felt I was being taken advantage of by [redacted] in Amarillo as they were trying to profit from my car not being repaired. Further more, I do not want to trade vehicles with a dealership over 500 miles from my home that has been unable to repair my car. I have repeatedly asked that we discuss a trade in at the Tyler dealership but that request is always denied. Regards,[redacted]

Business

Response:

I am currently working with the dealership to get the customer out of the vehicle

Consumer

Response:

[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.]

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,

Review: I purchased a subaru [redacted] in jan 2013 from [redacted] subaru in [redacted] for 39000 dollars including an extended warranty. my car has been showing an oil light and having oil leak and oil consumption issues for last 20 months. This oil leak slowly damages the engine and parts, reducing the life of the car and also makes your subaru at risk for fire. this is a well known manufacturing defect in some subaru models including the 2013 outback. my local subaru has refilled the oil numerous times but they don't want to fix the problem. they instead want to put me through inconvenience of coming to them to refill the oil .to wait until they are open and I can get there and to drive with less oil, damaging my car in the bargain. they want to run it through a bunch of tests including oil consumption tests which they have done already just in order to stall fixing the pblm . I have communicated to them that "no degree of oil leak or loss is acceptable" and was not part of the original agreement that I should absorb the cost , the inconvenience and the danger to myself of driving a car leaking oil. they are responsible for fixing any material defects in the car and cannot tell me that the pblm is " not bad enough to fix." but thats what the oil consumption test is for - to justify that the "pblm is not bad enough or that it is not consuming enough oil." I have been to my dealer several times and once they told me "the technician left the cap open and that's why my oil leaked." At this point since the problem is ongoing, I want nothing less than

replacing my car with another car, a newer model without this or Another defect or replacing the parts/engine whatever is needed so the oil level does not go down and I don't need to change/replace oil before it is due. This car is a lemon and by [redacted] lemon laws pblm needs to be fixed at the expense of subaru. It is not a wear and tear problem but a defective part and Subaru needs to fix this. that is cherry hill head office.Desired Settlement: Replacing w a newer model subaru without ANY oil consumption problem or Other manufacturing defect. Otherwise

replacing parts/engine in my current subaru so oil level does not go down. and I don't need to replace oil between oil changes. Furthermore if any damage done to my current subaru engine or parts b/c of oil leak, would like that fixed as well. in other words exchange or repair is ok. these demands do not include costs for any inconvenience I have already been through and hence I don't want them to be stingy and cheap with me here.

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I had returned the vehicle in 1200miles. The oil was low and that is what curry subaru at [redacted] would tell you. however they said that the technician had left the "oil cap open and therefore the oil was lost." please check w phil [redacted] and doug [redacted] at [redacted] subaru at [redacted]this is not acceptable because I cannot keep running back and forth for you to do the test correctly.furthermore, your requirement for this oil consumption test presumes that the oil may need to be refilled between oil changes and that certain amt of oil lossor consumption is ok. I find the premise of changing oil between oil changes to be wrong. every time I have had to fill oil between oil changes it is 1-2 quarts.often I am not near the subaru station in peekskill, for the car to be running on low oil is harmful for the engine. What am I supposed to do? keep going back and forthto subaru to refill the oil . it is time you recognize that you have a problem and give me a replacement vehicle at this time which does not have this or other problems.

Regards,

Aman Bakshi

Business

Response:

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.

Review: I bought a 2013 Suabaru WRX with 12.000 mile.. Im second owner.. I only have had the car for 7 months .and the transition went ..first and second gear would not work..Took the car to my local dealer .( [redacted]. ) they said the aftermarket exhaust caused the problem.. After two weeks the local Subaru Of America rep. Would come look at the car..agian after two more weeks they showed up and said the car was tuned , and exhaust was the cause of the problem..I also asked them I was the second ower . How do you know the first guys didn't do this to the car... But the car is still under the 3yr / 36000 mile bumber to bumber and 5yr and 60000 mile power train Warrenty..

After a month later , and saying we need a new clutch and a transmission rebuild at a price of $4000 ...why wasn't this covered and does Subaru know about the [redacted].

There are other Subaru websites and OTHER people are having the same problem and getting the same results.. Is there a transmission problem and a Subaru is not taking folt .. Thanks for your timeDesired Settlement: Looking for a refund .. After I paid $4000 plus tax to get my car back...

Business

Response:

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.

Consumer

Response:

[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.]

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,

Review: I purchased a 2011 [redacted] Forester new from [redacted] in Harriman,TN on July 12, 2011. Since the date of purchase it has been consuming oil, requiring that 2 quarts be added between oil changes. The vehicle came with a 60,000 mile power train warranty. I contacted the dealer about the oil consumption problem and they ran an oil consumption test for 7500 miles and confirmed that the vehicle is indeed using 2 quarts of oil between oil changes. The dealer informed me that Subaru of Americal said that oil consumption is considered normal if it doesn't exceed 1 quart in 1200 miles. This is a ridiculus claim in itself. If that were acceptable one could conceiveably put 6.25 quarts of oil in the vehicle between oil changes (It only holds 5.5 quarts). Subaru stated that is states in the owners manual, which in fact it does. However, one isn't given access to the owners manual until the purchase has been completed. In addition, the sales person reviewed almost every page of the manual after the purchase without mentioning anything about oil consumption. I would never have bought a vehicle that the manufacturer thinks 1 quart of oil in 1200 miles is acceptable. (I would imagnie that is why one isn't given access to the manual until after the purchase-no one would buy the vehicle if that kind of oil consumption is considered "normal"). I find a n oil comsumption level of two quarts between oil changes completely unacceptable and want Subaru to repair the rings, pistons or whatever the cause of this problem.

Additionally, when driving on trips with extended interstate driving, the vehicle is using 1 quart of oil in 1000 miles. This is a higher usage rate that Subaru finds normal. I mentioned this fact to [redacted] at Subaru of America, but she chose to ignore the fact and will only say there is nothing wrong with the vehicle. Apparently Subaru does not honor their new car warranty.Desired Settlement: I want the engine repaired so that is quits consuming oil.

Business

Response:

We have ordered a new short block for the customer, which is expected at the dealership on 11/18. We will be processing this repair as a one-time goodwill gesture.Thanks

Consumer

Response:

[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.]

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,

Review: I initially contacted Subaru [redacted] (my local Subaru dealer [redacted]). They followed protocol and contacted Subaru of America (SOA) for instructions on how to proceed. They told me they would have to remove the transmission, quoting me at $600 for labor to remove and reinstall the transmission(at $90/hour of labor, breaks down to 6 and 2/3 hours of labor) just to determine what part failed in my 2013 Subaru Impreza WRX (taken in at about 12,200 miles which is not even a year old). I was later contacted and told that it was a pivot ball bolt that snapped, which connects the clutch to the transmission.

While I do admit to having modifications on my car:

1. Aftermarket air intake (engine modification)

2. Aftermarket exhaust down-pipe (exhaust modification)

3. Aftermarket tune on the car's Engine Control Unit (engine modification)

I simply cannot see how my warranty claim is being denied, as it is an issue pertaining to the transmission and not the engine.

-The down-pipe is a component that allows exhaust gases to exit the vehicle, having no effect on the transmission.

-The air intake is said to draw in colder air to provide to the engine and, in short, improve vehicle economy. Again, having no effect on the transmission.

-The aftermarket tune on my vehicle is to protect the engine (having no effect on the transmission) by compensating for increased air flow via the intake and via the down-pipe.

I have been quoted a little over $2800 for the complete repair and reassembly of my vehicle, and have been told that I cannot take my vehicle from my local dealership until I have paid for:

a)reassembly without repair

b)total repair of the vehicle; ~$2800 (Breakdown: ~$1000 in labor charges, 1800 in parts + applicable taxes).

I spoke to my local dealership General Manager after two (2) weeks of waiting for a reply from Subaru of America, and he escalated the case as much as he could but my case was still denied Power-train Warranty (3yr/36000miles)Desired Settlement: I'm asking that Subaru of America covers this as a repair under the warranty I purchased my vehicle with. My vehicle sat at the dealership for exactly two weeks while SOA took their time in deciding whether or not they would cover my car by warranty.

Business

Response:

Vehicle has been modified, which has resulted in a failure that is not a manufacturing defect. Since this failure was caused by the after market modifications, this repair is not covered by the warranty.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I clearly outlined the exact function of my modifications, yet Subaru of America still claims my vehicle will not be covered by warranty. I never modified the transmission. The bolt that broke is in no way relevant to my modifications. It is a bolt that only goes in and out when the clutch pedal is used. In addition, Subaru of America still has not told me exactly what part caused that bolt to break, rather they are simply assuming that my modifications, which have nothing to do with this bolt, are the cause. Subaru prides themselves in customer service. I have yet to see any type of satisfactory service from them.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

At first, you only stated that the failure was due to the aftermarket parts. Now you're changing your story and saying that my driving habits were to blame?I spoke with 3 different professionals in the automotive industry who work on transmissions, all of which said that my modifications have no effect on the bolt that broke. In fact, one of the mechanics flat out said he thought you all were giving me the run-around. One of those mechanics was a Subaru-certified technician, and the second works for a Subaru OEM parts center. My driving habit have nothing to do with this bolt that broke.

Regards,

Business

Response:

Thank you for your reply.Unfortunately, it was not a manufacturing defect that caused the failure and this is why it would not be covered by the manufacturers warranty.

Review: Purchased a 2016 WRX [redacted]. During that purchase I traded in my 2007 Honda Civic. When I traded my vehicle I requested a transfer of plates. Issues arose and it took Subaru in [redacted] approx. 3 months to transfer my plates. Throughout these 3 months, I contacted Subaru in [redacted] on a weekly basis, where I was told they were taking care of the issues. As a result, NYS suspended the license of my mother, myself and the current vehicle plate tag. When these cancelations took place, I called Subaru's headquarters to help assist. When I contacted headquarters I spoke to [redacted], where she was able to hear my complaints. She apologized and issue me a consolation certificate of $500. I want it to be known that I never requested for any monetary instrument. My sole purpose of the call was to see if headquarters could assist my title process. I was able to use that $500 for a repair that I needed. My complaint is this. I recently had service performed on my vehicle at [redacted]. I had the remote car starter put into my vehicle. Realizing how terrible the product was after I compared it to another remote start application, I contacted Ramsey Subaru. During that encounter, I expressed my discontent with their product and asked if there was a way to rectify the situation. I was told by [redacted] Subaru to contact Subaru headquarters and that they would issue me a refund. I contacted headquarter but faced many hardships. Headquarters kept using the fact that they had given me a credit as to the reason why they would not assist in a refund. They said if I hadn't used the credit given to purchase my remote start they would have assisted me. I told Headquarters that I never purchased the starter using any credit and that I had the banking statement and receipt to prove that. I was told I can't double dip and have multiple credits. They failed to realize I never asked for credit for the 1st issue and now when I need help they refuse.Desired Settlement: I hope that this is a little insight into the transaction that took place. Seeing as there are only 2000 characters allowed in the "tell us about your problem" bow I was not fully able to describe my complete issue that occurred. I hope to get this issue resolved. I love my Subaru and really value the company, but I feel victim to the first issue that took place in Jacksonville, where I had my license and plate tag suspended and now am dealing with what I was told at Ramsey Subaru, which was to contact Subaru Headquarters and that they would assist in refunding you for the product. However, I never expected Subaru Headquarters to use the one situation that was separate of the other as to the reasoning as to why they would not assist me. I was only going by the word of the employee who specifically told me to contact headquarters and that they would resolve this issue.

Business

Response:

I have spoken to [redacted] and in response to his

experience, have agreed as a goodwill gesture to reimburse him for the remote

engine starter, in the amount of $504.99. [redacted]Subaru of America, Inc.

Consumer

Response:

[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.]

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,

Review: I bought a 2013 Subaru Legacy in 11/2012. The 4th month of ownership, my oil light came on. I brought it to the dealership and they told me that it was the sensor. Then, it came on again and it was time for my oil change, they changed the oil. Before I had even gone 2000 miles, it came on again. I was told that this was "normal". I, then, brought it to a dealership closer to my home and was told that I needed to do an oil consumption test. I did that and it failed, however, I was told to drive it for another 2000 miles. I did and was told that I needed another oil consumption test and another oil change.

I have done all that was asked of me, submitted all the paperwork, minus two receipts for oil changes done by my husband. The oil light has been a problem for over a year now, which has cost me money that I do not have, nor the time to keep running back to the garage. I have contacted Subaru of America and was basically told that because of the two receipts they could do nothing. This all started well before my home oil changes. They have all the maintenance records showing that I have followed the schedule. I commute and have two children. This car is defective, a lemon and unsafe. I pray that the engine doesn't seize while on the highway or transporting my children. Subaru's lack of concern for this issue is unbelievable. I always thought that they stood behind their product. I understand that many people have had this problem and got the same results. They told me to carry an extra quart of oil and keep topping it off. Unbelievable. I also believe they are waiting for my warranty to end.Desired Settlement: I would prefer that they buy this car back, however, if that seems like too much to ask, then I would like it repaired correctly at no cost to me.

Business

Response:

Hello,The consumer mentioned that the she has been having oil light issues since purchasing the vehicle but Subaru does not have any documentation stating that [redacted] was inspected by an authorized Subaru dealer until 23,511 miles. When the engine for [redacted] failed we asked [redacted] for maintenance records because the vehicle was not being maintained at an authorized Subaru dealer. [redacted] told me on 2/6/15 that she does not have maintenance records to prove that she properly maintained the vehicle. As per the Subaru Warranty and Maintenance Booklet, all vehicles must be properly maintained in accordance to the maintenance schedule and proper maintenance records must be retained if serviced at a non Subaru facility. The Subaru warranty will only apply if there is a factory defect. Due to no maintenance records we determined that the engine failure was due to lack of lubrication; therefore, not a factory defect and not a matter for warranty. As a goodwill gesture and for customer satisfaction, Subaru of America covered 75% of the repair and Ms. [redacted] was left to pay 25% of the repair.[redacted]

Review: In February of 2015 I purchased a new 2015 Subaru Forester [redacted] with 3 miles on it. In April of 2015 I was involved in an accident where a F-350 rear-ended me going 20 mph while I was stopped in traffic. When the accident occurred my seat belt didn't lock resulting in me hitting the car in front of me and me hitting the steering wheel and causing a sever concussion and a cracked nose. I contacted my local dealership and they said they wouldn't be able to replicate it, so sorry that happened they don't know what to say. On August 31, 2015 my family and I were driving home from NJ to NH when the car stalled on I-95 in Connecticut with vehicles going 80-85 mph with the car only having 8,000 miles on it. My gas gage still had 2 gas notches remaining and my dash screen said I had 110 miles until empty when it stalled. When stalled the dash and screen was flashing. We eventually got to the side of the road and I called AAA. They arrived and stated that it seems the car is out of gas. He towed us to the nearest gas station and instructed us to fill up the car. When we were filling up the car it only took 13.5 gallons of gas when the Subaru of America rep told us the car has a 15.9 gallon tank. Therefore the car never should have stalled. Making this a huge safety issue along with it being a huge safety issue the seatbelt doesn't lock. My local Subaru dealership in Milford, NH has been in contact with Subaru of America, as have we. Subaru of America has told me that since my local dealership can't replicate either problems with the stalling or the seatbelt there isn't much more they can do. They offered me to buy a new Subaru with a very minor discount. For a company that backs their product I am very disappointed. If I don't buy the new car I just hope and pray that it doesn't stall again and that I don't get hit with a faulty seatbelt. Very disappointed with Subaru and their product.Desired Settlement: I would like a refund of what I paid for the vehicle or new vehicle due to major safety issues and un reliability with my 2015 Subaru Forester.

Business

Response:

[redacted] contacted the Customer Retailer Services hotline on 9/13/15, and inform us about her unfortunate accident and seat belt concern that occurred in February 2015. It was explained that the accident occurred more than 6 months ago and the vehicle has been repaired since that time. Therefore, Subaru could not inspect and determine if there was a factory defect at that time. As a requested, the seatbelt was inspected at Subaru of Milford on 9/3/15 and it was determined the to be operating as designed. [redacted]’s vehicle was also inspected for stalling and our dealer could not replicate her concern. At this time there are no repair recommendations and Subaru of America is not offering a refund for the purchase of the vehicle. We strongly encourage [redacted] to contact us and visit a dealer if she experiences any further issues with the vehicle. Thank you and please let me know if there are any additional questions. [redacted] Subaru of America, Inc. Customer Retailer ServicesSenior Representative

Consumer

Response:

Review: [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,

Business

Response:

Dear [redacted],On behalf of Subaru of America, we are truly sorry for the your experience and the accident. As stated in a previous conversation with your fiancé [redacted], our Owner Loyalty Incentive in the amount of $1,000 is our final goodwill offer. As for previously revoking the Owner Loyalty Incentive; I checked the case files and do not see where the $1,000 was revoked. We actually sent an email confirmation per your request confirming the offer on 9/12/15. Please refer to your email and follow the instructions to redeem the $1,000 Owner Loyalty Incentive. Thank you! [redacted] Subaru of America, Inc. Customer Retailer ServicesSenior Representative

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Description: Auto Manufacturers & Distributors

Address: 2235 Route 70 W, Cherry Hill, New Jersey, United States, 08002-3308

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