Complaints

• Initial Complaint

  12/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a used car here nine months ago. It had major mechanical problems as soon as I bought it. I now have been informed by the mechanics at the dealership that the car is not safe or reliable twice. It continues to have major mechanical problems. Because it is used, the company told me there is no grounds for recourse.

  Customer response

  12/31/2024

  Hi there,

  
  

  I submitted a complaint on 12/11. I haven’t received a case number or any follow up emails and was curious why.

  
  

  Thank you,

  Business response

  01/14/2025

  **** ******* purchased a vehicle from us on March 12, 2024.  She bought a 2016 Subaru Impreza with 110,507 miles on it and the vehicle was sold for $9,500 + tax and dealer handling and was sold as-is.  She was offered an extended vehicle service contract on the car as well as a few other protection items which she declined.  On 4/15/2024, a little over a month later **** discovered that at very low speeds (under 2MPH) the vehicle was making a small noise so she brought the car back into the service department here at Grand Junction Subaru and we discovered an issue with the center differential.  Even though the vehicle was sold as-is I made the decision to help the guest out and covered $2,243.02 of the repairs and asked for $500.00 in customer participation and **** was good with that.  Although we could have told her we weren't going to cover anything and that the vehicle was sold as-is, that is not how we operate here at Grand Junction Subaru and we covered the majority of the repairs.   Now, almost a year and 14,000 miles later **** brought her car into the shop and we discovered that the cam carriers are leaking in the car and need replaced.  I spoke with **** and offered that Grand Junction Subaru would cover $1,000 of the repairs and she was not happy about that.  I will attach the documents from the sale that show that **** signed off on buying the vehicle as-is as well as the paperwork.  Grand Junction Subaru can't guarantee that any vehicle will run forever with no issues.  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have called for weeks/months trying to get information on the extended warranty I purchased a year ago. I need to know how to get reimbursed for services through my warranty. I have been trying to find this out since October 2023. No one has gotten back to me. When I call, no one answers or someone answers from the Volkswagen dealership and cannot help me. Thank you.

  Business response

  03/07/2024

  We have a system that monitors all inbound phone calls called ********* and I have gone through and listened to every single phone call from **** ****** and the first call that we have at the store where **** talks about her extended warranty was a call that we received on Feb 3, 2024 and she asked one of our associates if her extended warranty covers brakes and if so how would she get reimbursed for them.  Our sales associate passed this information on to one of our finance managers and they explained to her that brakes are not covered under her extended warranty.  She called in two days prior on Feb 1,2024 asking if her car was finished in service and if we could pick her up and bring her to the dealership, which we did and not once did she mention anything about having an issue with not being able to get ahold of someone.  I have atached the call log showing the phone calls from **** ****** over the last 12 months and there is only one where she did not speak to someone and it was on Feb 5, 2024 @ 11:13 AM and then there is a phone called logged at 12:36 PM the same day where she spoke to one of our agents.  From what I can see, she didn't like the answer that she got about brakes not being covered under her extended vehicle service contract and reported us because of that. There isn't a single inbound phone call from Lisa Jacobs to either of our stores between July 3, 2023 and Feb 1. 2024. which the attachment I added will show.  

  Customer response

  03/08/2024

  [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.]
  
  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. I will point out that the records the business provided are inaccurate. I first reached out about my extended warranty in October 2023. Thanks! 
  
  Regards,
  
  **** ******

*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. ↩