Subaru of America

I am a first owner of subaru legacy 2011 and my car has 168000 miles on it. I had recently transmission issue (valve body) which is a common issue on this model year. Even though my car was out of warranty, SOA helped me as good will to cover half of the costs of repair ($750). They are truly amazing with the loyal customers.

Complaint: [redacted] I am rejecting this response because:Subaru #in warranty claims denials due to assuming everyone that owns an STI or WRX modify their vehiclesMaybe they should spend money on training employees at dealerships to be more customer service orientedThe 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 disgraceYou should be ashamed that you have dealerships that treat customers like this and do nothing to help the customer Regards, [redacted]

[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]

Subaru of America, Inc was contacted by customer [redacted] regarding the engine failure on his Subaru Impreza WRXSubaru 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 failureThis 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 MPH during a conversation with Subaru of AmericaIn 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 Subaru Impreza WRX would not be a matter for warranty and would be responsibility of Mr [redacted] Thank youSubaru of America, IncCustomer Retailer Services

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] ***

Re: ID [redacted] [redacted] Forester VIN [redacted] Dear Ms [redacted] [redacted] Forester had 140,when he brought it to [redacted] for a check engine light [redacted] advised [redacted] that he had recently replaced the engine with a used engine and the check engine light remained illuminated after he replaced the engine [redacted] found that the reluctor wheel had been damaged during the engine repair and the oil pan needed to be released The vehicle also needed a timing belt [redacted] approved these repairs and paid [redacted] $1, [redacted] returned to [redacted] on April 8, for an oil change at 144,miles and has not been back since that service The Warranty Policy is designed for the protection of the purchaser from defects in the material or workmanship The engine on [redacted] Forester was covered under the year/60,mile Powertrain warranty [redacted] vehicle had over 140,miles on it when he took it to [redacted] for a concern related to a used engine repair Subaru of America is unable to provide any compensation toward repairsIf you have any questions, please do not hesitate to contact me Sincerely, Leslie BK [redacted] Senior Representative Subaru of America, Inc [redacted] [redacted]

Complaint: [redacted] I am rejecting this response because:The dealership has been unable to repair my car in the last 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 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 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 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]

After reviewing the customer’s concern further, as a onetime goodwill gesture Subaru of America, Incwill reimburse the customer in the amount of $4,for customer satisfaction purposesThe customer can expect to receive the reimbursement check in the next 10-business days

Dear MsThatcher: Thank you for contacting Subaru of America, IncPlease 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 familyI called the selling retailer to notify the sales manager of your complaintAdditionally, I will send you a parts and service coupon to use at any authorized Subaru retailerI wish you many happy miles with your new Subaru Outback!Sincerely,***

To Whom It May Concern: Thank you for sharing the consumer's recent response Subaru of America, Incagreed to reimburse the consumer for half of the usage charges as onetime goodwill Subaru of America did not agree to provide a full refund at any time Regards,Subaru of America, Inc

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,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,off due to the inconveniences I have had to deal with in regards to my 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,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,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,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 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 rightI 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 pastI am looking to compromise on this issue in a fair and professional manner Regards, [redacted]

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 inconvienienceWe appreciate the opportunity to review the consumer's concerns.Sincerely, [redacted] ***

The complete service history for Ms [redacted] vehicle was reviewedTo 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 completedThere is no documented oil consumption test at this timeTo start an oil consumption test, Ms [redacted] would need to make an appointment at the Subaru Retailer and return in 1,milesPer the terms of the warranty, if it is determined that the vehicle is consuming oil, a repair will be recommended at that time Sarah ***Subaru of America, Inc

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

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***

To whom It May Concern:We appreciate MrYork's feedback regarding our responseHowever, our stance remains the sameSurface rust (as confirmed by retailer's visual inspection) is not damaging or will compromise the use or safety or integrity of the vehicle components Accordingly, no repair is necessary or recommendedThanks,Crystal T***Subaru of America [redacted]

Complaint: I am rejecting this response because: The vehicle has been garaged since it was purchased new From until now the vehicle has been used only for occasional local transportation at our second home which we visit less than months a year The car now has about 150,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, [redacted]

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

Dear Mr***, I’m sorry to learn that you are having engine concerns with your Subaru LegacyOur records indicate that our Team Leader Gretchen called you on January 18, She left a message on your voicemailPlease call her back at 1-800- Subaruand provide your reference number [redacted] Additionally, I spoke with [redacted] Service Director at [redacted] SubaruHe would like to work with youHe suggests that you call him to set up an appointmentHis 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 hearingPlease let us know when you set the appointment with *** Sincerely, [redacted] Subaru of America, Inc

Complaint: [redacted] I am rejecting this response because:The engine is still leaking oil due to faulty engine oil valves Two head gasket “repairs”were in vain and never fixed anything I spent nearly $and the problem is not fixed This is unacceptable Request refund for gasket work and money to fix oil valves Regards, [redacted]