Complaints

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Aug 23 my 2022 Subaru ******* (which I bought brand new and have had for 2 years) started smoking. I pulled over looked at the dashboard for any lights that were on, nothing. Then I checked the My Subaru App, Diagnostics showed no issues. When I got out there was fluid pouring out of the engine area. I don’t know anything about cars or engines, but the gauges said the car was okay. I’ve brought my car to the Subaru dealership for every single service and done all recommended service since buying the car. I paid it off earlier this year and was planning to not have car payments for the next 6+ years since I bought what I expected to be a new and reliable vehicle. Back to Aug 23, I drove my car directly to the local Subaru Dealership to have it looked at. Long story short the transmission drain plug fell out and the transmission fluid poured out causing the transmission to fail. Upon further investigation by the adjuster who came out to check it before paying out under my extended warranty the drain plug had been tampered with and therefore voided the warranty. Corporate Subaru investigated for 6 weeks and determined beyond reasonable doubt that I was in fact at fault for loosening my drain plug and breaking a seal that would be in tact if “I” didn’t touch it. I find it very confusing that I, knowing nothing about cars, so much so that I only brought my car to a “certified Subaru Mechanic at a Dealership” somehow decided to attempt to change my own oil and opened the wrong drain plug. Then also somehow overrode my vehicle’s onboard diagnostics system to not show any issue while all of the transmission fluid leaked out and caused the transmission to fail.

  Business response

  10/17/2024

  Dear *** *******
   In response to this review, we like to say we are very empathetic to your situation and hope you are able to resolve your this issue to your satisfaction with Subaru ** *******. We have researched our records and can add little in the way of information as to what would cause this to happen as a result of any procedure that we performed. Your most recent visit with us consisted of an oil change which requires a 17mm wrench to remove an oil drain plug. This plug is about 12 inches in front of the 14mm transmission plug which came off. Quality Subaru does not provide a service related to draining the transmission fluid. Subaru in their owners manual does not recommend such a service because the CVT transmission is a "sealed" unit.
    We are aware that some dealerships sell an "upgraded" service which may include a transmission flush or fluid change. Have you reached out to Sport Subaru in FL to ask if this was part of a service they performed for you last year? 
   Please be aware that Subaru ** ******* is dealing with the dealership where your car was towed to. We currently  have no direct contact with Subaru on this case. If you would like to reach out to me, we can set up a time where we can put a similar car to yours on lift and show you whats involved in the oil change, and also show you the two different plugs. Please feel free to call me anytime.
  Regards,
  Peter Z*******
  Quality Subaru General Manger
  ###-###-####  ext *** 

  Customer response

  10/17/2024

  
  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,
  
  ***** *******

*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. ↩