Complaints

• Initial Complaint

  10/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, In February 2024, I purchased a car from Jim Paterson Subaru. Initially, I was quoted $*** bi-weekly for 5 years. However, when I was about to release my car, they offered me full coverage warranty insurance for $******* The offer was subject to my interest in pursuing the car with full coverage. During my discussion with the finance manager, I was informed that I had 7 days to cancel the contract if I did not want to take it. I did cancel the contract within the timeline provided by Subaru. I am currently receiving payments; however, Subaru has cancelled the warranty without altering my bi-weekly payment. Upon contacting the finance managers, they clarified that they lack the authority to modify the payment despite the contract's cancellation. It was proposed that the insurance sum be deducted from the principal amount, which would result in a shorter payment period for me. I was unaware that cancelling the contract would still result in its submission to the system. Why was my approval not requested regarding the payment of $******? Clearly, I cancelled the contract due to my inability to afford that sum. I requested that they reverse the payment to $*** bi-weekly for the outstanding balance, but unfortunately, they have declined. ****** ******* ** ****************** ** ************

  Business response

  24/05/2024

  This was explained to the client.

  We cannot change the contract once the documents are signed.

  The refund went right towards the principal amount outstanding. (So the client’s loan will be paid out faster)

  This was explained in detail.

  The funds for the refund go directly to the financial institution.

  Regards

  Kirk ******** 

  General Manager

• Initial Complaint

  20/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used vehicle from them July 2022 and during the test drive I noticed that there was no block heater cord with the car (manufacturer specific). And no owners manual. I brought it up with the sales person and they told me that "that's what happens with used cars" I said that I was not going to buy the vehicle then and was ready to leave. The sales person then went and spoke with his manager and worked out a deal where they would check with the previous owner for the cord and manual. And if the previous owner did not have the items that the dealership would include a block heater cord for my specific vehicle. After a couple of months of chasing and some unanswered text messages the sales person said that the previous owners did not have the items. Adding that they had no plans to order the cord either. The block heater cord was included on the bill of sale and they are not supplying me with one.

  Business response

  20/09/2022

  Truly apologize for this, our bill of sale does NOT have that written on it, that being said we will reach out to the client and supply a block heater cord in good faith.

   

  Regards,

   

   

  Kirk ******** 

  General Manager 

  Customer response

  20/09/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Keith ******

• Initial Complaint

  06/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This happens around march 2022. I came into their store and wanting to buy a vehicle then they ask me to put a deposit of $1000. The issue is the vehicle will be delivered 3-5 months from that date so after a month I decided to change my mind and go to another dealership that can provide me an earlier car so that I can use it to travel this summer. On April I've been asking for my deposit and they refused to give it back. I don't even have the car that I pre order on them. ************ I've spoken with their sales manager John ***** and General Manager Dave ****** both no help ***************************************************************************************

  Business response

  09/08/2022

  Business Response /* (1000, 5, 2022/08/09) */ Thank you for reaching out, we have a signed purchase agreement stating the timeline clearly, we did NOTHING wrong. Being a reputable business we will issue a refund today. AS stated we did nothing wrong and have the documentation to back this up. Regards, Kirk Consumer Response /* (2000, 7, 2022/08/09) */ Consumer contacted BBB and indicated that the matter has been resolved. He has received a refund.

• Initial Complaint

  26/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I leased a new 2022 Subaru Outback Wilderness in March 2022. There was an electrical issue within the first 2 weeks (ie. multiple dash lights on: EyeSight, lane departure, traction control, oil light, etc.). I scheduled an appointment and dropped off my vehicle at the dealership on March 24, 2022. Presently (May 26, 2022), I still do not have my vehicle back and staff have not been able to provide me with any timeline on parts, repairs, or significant details on the status of my new vehicle. I am/have been making biweekly payments for a vehicle that has not been in my possession. I am seeking resolution of this matter. If the repairs won't be completed ASAP, I would like a replacement vehicle or a refund.

  Business response

  27/06/2022

  Business Response /* (1000, 5, 2022/05/27) */ Thank you for reaching out, yes we are aware of Mr ******** concerns and have a part on order, however the part is on back order from **************** We cannot control the supply chain issues, but realize this is an emergency situation and ************* is aware as well. Mr ****** is in a vehicle currently which we are paying for. Unfortunately we are at the mercy of the supplier. This is a warranty related issue and we do not take vehicles back, this is why vehicles come with a warranty. We hope to have this rectified soon, and again we know what the problem is we are just waiting for a new part to arrive so we can install this and get Mr ***** back on the road in his new wilderness. Consumer Response /* (3000, 7, 2022/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although I do appreciate the timely response from Subaru, I want to make a few things clear: 1) Yes, Subaru has provided me with a vehicle...BUT this is not the vehicle that I am currently paying for. I continue to make bi-weekly payments for my Subaru Outback Wilderness but am driving a Hyundai Elantra (provided by Subaru). ***** ********* to imply that Subaru is "paying for" a vehicle when in fact I am also paying for a vehicle that remains in their garage, while I drive a car that I detest and would never buy myself. 2) Regarding the timeline for these repairs: As we approach 3 months without my vehicle being repaired under warrantee, I grow concerned at how much more time is acceptable. Perhaps 4 months? Is 5 months acceptable? How about 6 months? As per Subaru: "This is a warranty related issue and we do not take vehicles back, this is why vehicles come with a warranty". So, at what point am I entitled to compensation, a new vehicle, or a refund? This is unacceptable. ************************************************************************* How can you sell a vehicle under warrantee and not have the ability to honor that contract in a timely fashion? Please provide an actionable plan in the event that this warrantee issue / repairs are not completed soon. Business Response /* (4000, 9, 2022/06/10) */ Part arrived late yesterday, hope to complete the job today or latest Monday. Thank you for your patience during these very different times, with delays on parts and transport.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩