Complaints

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My complaint is against Hanania Subaru on **** ******** ***** ************* ** *****. Went for an oil change at Subaru of ****** **** on Wednesday August 7, 2024. They had my car up in the air and went through everything. Oil change, looking at my tires and tires rotation, air filters, brakes, ect. They obviously didn't put all the restraining clips back in underneath my car. On Sunday August 10, 2024, the wheel well protective covering started tearing off. I live texted Subaru about it the same day. Monday the 11th, Subaru called me while I was at work from a general phone number, so I missed their call. They did not leave me with any direct contact information to my email or text messaging. I live text Subaru again on Monday after missing their phone call to get their direct phone number. Tuesday I called them and spoke to a woman in that department and scheduled an appointment for Wednesday August 14, 2024 at 16:30?. After waiting for an hour and a half for them to put the wheel well covering back on, I go to my car just to see my glove box laying on the front passenger seat with a dirty air filter in it.

  

  Business response

  08/16/2024

  ****,
  
  We have read and reviewed your BBB complaint and investigated the details you have outlined. As we discussed with you earlier, we completely understand how you feel and were very disappointed that you were not provided with the level of service you should have received.  During a routine oil change service, we do not remove the fender liner not is there any need to. However, after you took delivery of your vehicle, the fender liner came loose and got damaged. As we discussed with you,  we will be glad to replace that for free. We will also replace your old cabin air filter with a new one as well. Furthermore, we will be glad to refill you fuel tank for the extra trip you will have to make to get these items installed. Lastly, we will give you your next service on us to make sure that you receive the true level of service and experience at our establishment. We will see you at your scheduled appointment on Saturday to get these items take care of. Thank you again for allowing us to earn your trust and continue to provide you services in the future. 

  Customer response

  08/19/2024

  [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. 

  Regards,

  **** ********

   

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new car in Subaru Orange Park in ***** My nightmare has begun. After hearing the abnormal sound of glass and rubber friction a* *** miles, it was sent to subaru for inspection. For the first time, they repaired the refrigeration system. It hasn't been repaired. The second time, they repaired the air conditioning system, but it was not repaired. The technician of the third factory repaired the abnormal sound because of the sound from the dashboard. The fourth windshield broke by itself, and the Subaru factory replaced the new windshield. The door of the car could not be closed for the fifth time, and they repaired it. The sixth time the driver's seat dropped the sponge, they repaired it. For the seventh time, the co-pilot's window could not be closed and they repaired it. The roof leaked for the *** time, and they didn't find the reason! My car is still under warranty. I want to change the car. I spent ****** US dollars and they bought it back for me for ****** US dollars. After changing to a used car, I need to spend a total of ****** US dollars to buy a Subaru that can be used safely? This transaction is unfair. It's not my fault.

  

  Business response

  03/25/2024

   There was never a water leak concern for the vehicle until after the windshield was replaced with a non-manufacturers windshield. Although the dealership did not duplicate any water intrusion. there had ever been a water intrusion concern raised throughout his ownership until after it was installed.

  During this visit, Mr. **** met with the sales department multiple times to attempt to either have the dealership purchase his vehicle, or trade into a new one.  He chose to not do either of these.

  According to the email communications with CAD, Mr. **** requested that Subaru buy back his vehicle, to which they told him his vehicle does not qualify or a buy back.

  Per ***** ****** from Subaru's Customer's Advocacy "I have advised the customer that  the vehicle does not qualify for buy back"  This was written on ***** *** **** (See attached email.)

   

   

  *** ******* General Manger

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 04/03/23, I purchased a **** ****** ********* from Hanania Subaru, and I've had several issues with the vehicle that need to be addressed. During the purchase, I was given a list of needed repairs, and confirmed with the dealership that these were the only issues known for this vehicle. I quickly learned that errors were made by their service department.. During the test drive, i noticed the vehicle shaking while braking at high speeds. I was assured that a tire rotation/balance and alignment would fix the issue (crooked wheel). During my repair appointment, the mechanic advised me that they could not do the repair due to cross threading with the lug nuts and stud, caused by the dealer. I returned to Hanania and the repairs were handled; however, the vehicle still shakes when braking. On 05/02/23, I contacted the dealer via email, and was called back and told that someone would reach out to me... That has yet to happen. Additionally, as of a few weeks ago, the brakes started squealing and grinding after only 4 months of light driving. Which lets me know that the brakes were not replaced, nor were they listed on the needed repairs list. I understand that I purchased a used vehicle, but I expected a large dealer group like Hanania to do things like provide new brakes and ensure the vehicle is safe to drive. I would like Hanania to address these issues and repair them at no cost to me.

  

  Business response

  08/21/2023

  Ms. ********,
  
  We spoke to *** *******. The general manager had a friendly talk and told him we always care for our customers. He had set an appointment for him at his earliest availability on 8/21 at 9:00 am. On that Monday we will have a loaner vehicle ready for him and we will replace his brakes, resurface his rotors, and do align his vehicle at no charge. He was happy with this and has the general manager’s cell number for any future issues. I believe this resolution is exactly what he wanted and should close the concerns/complaint he had. 
  
  Thank you,
  *****
  

  Customer response

  08/23/2023

  [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. 

  Regards,

  **** *******

   

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle Purchased Date Feb 09, 2023 2019 Subaru Forester Base ***************** Odometer reading 51788 Price paid in cash $20777.35 plus Windows Tinting $400. The Seller: Subaru of Orange Park, ************ ******* The business provided a Clean ****** "No accidents" knowing that car had an accident. The Nature of Dispute is Consumer Fraud for disclosure after the facts. The business lied to me that the car have never been in any type of accidents or damage. After I purchased the car the driver side mirror fall apart and the dealership replaced it. The first weeks of driving the vehicle on a windy highway to *****, had noticed the hood wobbling upwards, and the car pulling left and right. The winds were changing the direction of the vehicle due to the damaged hood. This car could be a hazard on the road. Poor fuel economy, about 20 miles per gallon combined, should be at 29-mpg combined. Upon my return to ************ I informed the Dealership about the problems with the car. On March 18, 2023 took the vehicle for service at Subaru Orange Park. The Service Advisor informed me of the accident on the Service Invoice # ****** On March 18, 2023 I have asked the GM of Subaru why not disclosure before, I WOULD HAVE NOT BOUGHT IT. The GM disclosed to me that the hood was replaced due to a tree fall on the hood (Natural disaster) Identified more Dents on the rooftop due to the damage of the tree fall) "Your hood counts as one of the crumple zones built into your car to absorb collision forces. If an impact damaged the hood, it may also have damaged the frame. A damaged frame may affect your car's suspension and alignment. It may also fail to protect you the next time you get into an accident" The dealership is putting me off and had offered me the same year vehicle Limited trim for $6500 in difference for me to pay. I feel this is another bad deal, becouse of such big difference in cost! I am willing to pay this difference for a New 2023 Subaru Forester.

  

  Business response

  03/28/2023

  Prior to Mr. ****** purchasing the Forester, the previous customer decided to return their leased Subaru to their local Subaru dealership. Hanania Subaru of Orange Park decided to purchase this grounded lease for their used car inventory. At the time of their purchase of the previous customer’s lease, Hanania Subaru noticed a small dent on the hood of the vehicle and the customer explained that a small branch fell on their vehicle. The picture attached reveals the dent on the hood. This was the only damage that was caused by the branch. The customer had prior damage to a side mirror glass that was cracked. Mr. ******** explanation of the conversation with the GM is inaccurate. He displays quotes of things that were never stated. The facts are that the damage to the vehicle was cosmetic only. It DID NOT cause any frame damage or any major damage. Hanania Subaru sent the vehicle to Hanania Collision Center for repairs and opted to replace the hood instead of repairing it. Hanania Collision Center verified that the damage was not structural,  nor frame, and only cosmetic. The total repair to replace the hood and mirror was $2,086.27. Neither ******* law nor Federal Law requires a dealership to disclose any cosmetic repairs done to a vehicle. Cosmetic repairs are regularly done by dealerships to recondition used cars properly. This is common practice and legal. ****** is an independently owned company that provides consumers with vehicle data for consumers. Hanania Subaru of Orange Park provided at the time of the sale, the ****** to the customer as a courtesy which stated that the vehicle did not have an accident. This information comes directly from ****** and the dealership is not capable of altering this information.
  
  Lastly,
  Once a hood is replaced there are bump stops that can be adjusted to ensure the hood is stable and does not make noise. The bump stops were not properly set, and once Mr. ****** came by, the dealer adjusted the hood for him and replaced his mirror. Windy conditions can cause SUVs to wobble and have reduced Miles Per Gallon. This is not a direct result of a replaced hood but can be the result of many other factors. Unfortunately, our technician did not know the history of the vehicle, and when he came to adjust the hood, he notated that the vehicle had a prior accident, and the hood was replaced. He notated inaccurately on the repair order. He stated this on an assumption and was wrong in his assumption. We have counseled the employee to not assume the accident and provide only facts on the repair order. 
  
  The General Manager has called and tried to explain this mistake from the Technician to Mr. ****** and suggested that Mr. ****** come in to see the before picture of the vehicle to set his mind at ease. However, Mr. ****** has refused. Hanania Subaru of Orange Park has also attempted to trade Mr. ****** into another Forester, either new or used, but the offer Mr. ****** is making is at an unreasonable loss to the dealership.
  
  Hanania Subaru of Orange Park has committed no fraud and has attempted in several ways to work with Mr. ******. Hanania Collision Center has the Repair Order for the repair and multiple pictures of the vehicle from every angle prior to the repair. This can be submitted upon further request from BBB.

  Customer response

  03/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  The seller should have disclosed the damage before I had purchased the vehicle AND NOT AFTER. 

  I WOULD HAVE NOT BOUGHT THE CAR. 

  I FIND MY SELF REPEATING SAME THINGS BECAUSE THE DEALERSHIP DOESN'T LISTEN. 

  IS MY RIGHT TO KNOW THE HISTORY OF THE CAR AND I DECIDE WHAT IS MINOR OR MAJOR FOR ME AND NOT THE DEALERSHIP. 

  A SCRATCH OR DENT IS MINOR BUT A HOOD REPLACEMENT IS A MAJOR ISSUE AND SHOULD HAVE BEEN REPORTED, NO EXCUSE FOR THIS. 

  I COULD NOT SALE THIS VEHICLE TO ANYONE WITHOUT DISCLOSING THE PREVIOUS ACCIDENT AND HOOD DAMAGE. 

  THE SELLER KNEW ABOUT THE DAMAGE BUT DID NOT DISCLOSE . 

  WOULD YOU LIKE THIS BE DONE TO YOU???

  THE SELLER KEEPS INSISTING THAT "BY LAW HE DOESN'T HAVE TO DISCLOSE"  IS THIS MORALY RIGHT?  

  DO I HAVE TO GET A LAWYER INVOLVED AND TO DECIDE IF THE DEALERSHIP IS AT FAULT FOR NOT DISCLOSING?

  I HAVE  QUESTIONED COUPLE OF LAWYERS ABOUT  THIS INCIDENT AND I WAS TOLD THAT THE DEALERSHIP SHOULD HAVE DISCLOSED BEFORE AND NOT AFTER.  

  I WAS ALSO TOLD THAT BY LAW THE DEALERSHIP HAVE TO DISCLOSED ANY TYPE OF HIDDEN DAMAGE WITH THE VEHICLE PRIOR TO SALE. 

  AGAIN WE ARE TALKING ABOUT A FAULTY VEHICLE THAT WAS BROUGHT BACK TO THE DEALERSHIP FOR REPAIR AND NOT COSMETIC WORK?

  DID I BRING THE VEHICLE TO YOUR SERVICE DEPARTMENT FOR COSMETIC WORK? OR A DAMAGED HOOD THAT DOESN'T STAY LOCKED SECURELY IN PLACE? 

  THE LAWYER I HAVE SPOKE WITH CONFIRMED THAT THIS INCIDENT IS NOT CORRECT AND FALLS UNDER CONSUMER FRAUD. 

   THE  DEALERSHIP SOLD ME A DAMGED FAULTY VEHICLE WITH A HOOD ISSUES THAT COULD NOT BE FIXED.  

  THE SERVICE ADVISOR NOTED ON THE INVOICE THE TRUE FACTS ABOUT THE VEHICLE THAT "WAS IN ACCIDENT AND THE HOOD WAS REPLACED"

  THE WORST PART IS THAT THE DEALERSHIP KNEW ABOUT THE HIDDEN DAMAGE BUT DID NOT DISCLOSED UNTIL AFTER CONFRONTED WITH THE FACTS. 

  THIS IS UNETHICAL BUSINESS PRACTICES AND A FRAUD. 

  YOU CAN'T BE DOING THIS TO CONSUMERS AND PUSHING BACK AS NO BIG DEAL JUST A MINOR ISSUE? 

  A HOOD REPLACEMENT IS A MAJOR COMPONENT FROM THE CAR AND THE COST DAMAGE SHOWS CLEARLY MAJOR?  

  OVER $2000 IN REPAIR COST IS THAT CONSIDERED MINOR BY LAW???

  REGARDLESS, THIS SHOULD HAVE BEEN DISCLOSED BEFORE AND NOT AFTER,  I SAY THIS AGAIN. 

  THE NEW REPLACEMENT OF THE HOOD IS FAULTY CAUSING THE CAR TO WASTE LOTS OF FUEL AND UNSTABLE ON THE ROAD. 

  THE HOOD DOESN'T  CLOSE DOWN SECURELY SHOWING A VISIBLE GAP ON THE LEFT PASSENGER SIDE. 

  I HAVE ASKED FOR THE DEALERSHIP TO SEND ME THE PHOTOS OF THE PREVIOUS HOOD DAMAGE ON MY EMAIL ADDRESS BUT Mr. *** REFUSED, HE SAID ONLY IN PERSON. 

  HIS STATEMENT THAT " I REFUSED " IS FALSE. 

  I HAVE TRIED TO WORK THINGS WITH THE DEALERSHIP BY BRINGING THE CAR TO GET IT FIX AND THEY COULDN'T FIX THE CAR. 

  I HAVE TRIED TO GET A REPLACEMENT AND THEY OFFERED THE SAME  2019 MODEL HIGHER TRIM FOR A COST DIFFERENCE OF $6500 FOR ME TO PAY. 

  THIS WAS JUST ANOTHER BAD DEAL.  

  I CAN UNDERSTAND $3000 IN DIFFERENCE BUT NOT $6500 FOR THE SAME YEAR CAR WITH FEW EXTRA THINGS. 

  
  

  The following types of damage are all generally considered “minor,”

  • Scratches in the paint
  • Dings in the hood or windshield from gravel or debris
  • Scuffs from tires, barriers, and other objects
  • Dents in doors and body panels
  • Punctured tires
  • “Road rash” on wheels
  • Cracked headlights or taillights

  THE HOOD WAS REPLACED SO THIS INDICATES OF EXTENSIVE/MAJOR DAMAGE THAT COST OVER $2000 

  THEY REPLACED THE MIRROR THAT FELL OFF RIGHT AFTER I PURCHASED THE VEHICLE. 

  MORE DENTS I FOUND ON THE ROOF OF THE CAR AFTER I WAS TOLD THAT A BRANCH FROM A TREE FELL ON THE CAR. 

  THIS SHOULD HAVE BEEN DISCLOSED BEFORE AND NOT AFTER FINDING THE HIDDEN DAMGE. NO EXCEPTION!!!

  ALL THESE DAMAGES ADDING UP TO A LOTS MORE THAN FEW THOUSAND DOLLARS IN REPAIRS. 

  THIS IS WHY THEY CHOSEN TO FIX THE MAJOR ISSUES WITH THE HOOD AND LEFT THE MINOR VISIBLE ISSUES AS IS. 

  BUT THE NEW HOOD DOESN'T FIT RIGHT AND CAN'T BE ALIGNED CORRECTLY ON THE FRAME. 

  AND THIS IS AN INDICATION THAT THE FRAME COULD HAVE BEEN DAMAGED. 

  I AM NOT CERTAIN  BUT IT IS A WORRY FOR ME. 

  WHY SHOULD I TRUST ANYTHING YOU ARE SAYING? 

  YOU FAILED TO DISCLOSE A HIDDEN DAMAGE ACCIDENT THAT YOU WERE WELL AWARE? 

  IF IT IS JUST A MINOR SIMPLE RUBBER WHY CAN'T IT BE FIXED? 

  YOUR SERVICE DEPARTMENT RECOMMENDED TO TAKE IT TO THE AUTO BODY SHOP? 

  
  

  
  

  I AM ASKING THE DEALERSHIP TO DO WHAT IS MORALLY RIGHT REGARDLESS. 

  YOU HAVE SOLD ME A FAULTY VEHICLE AND I AM STILL DRIVING AROUND WITH A WOBBLING HOOD AND POOR FUEL ECONOMY AND THIS IS A TRUE FACT. 

  I CAN'T SALE THE CAR WITHOUT DISCLOSURE OF THE PREVIOUS ACCIDENT AND HOOD DAMAGE BECAUSE IT WILL BE MORALLY WRONG THING TO DO? 

  THIS WILL IMPACT THE RESALE VALUE OF THE CAR BY A MINIMUM FEW THOUSAND DOLLARS BUT MOST PEOPLE WILL AVOID IT AFTER HEARING THE STORY. 

  NOW, THE DEALERSHIP ALL THEY CAN SAY IS THAT BY LAW THEY DON'T HAVE TO REPORT? AND THIS IS CORRECT FOR YOU? IS THIS HOW TO DO BUSINESS IN TOWN? US CONSUMERS DO WE HAVE ANY LAWS THAT PROTECTS US AGAINST SUCH? 

  PLEASE ASK YOUR SELF HOW WOULD YOU FEEL IF THIS HAPPENED TO YOU? AND WHAT WOULD YOU DO? 

  
  

  THESE ARE THE 2 OPTIONS I CAN THINK OF. 

  PLEASE DO WHAT IS MORALLY CORRECT AND TAKE STEPS TO CORRECT THIS ASAP. 

  I AM STILL WILLING TO FIND A SOLUTION AND WORK WITH YOUR DEALERSHIP . 

  
  

  1. FIX THE HOOD 100%, THE HIDDEN DENTS ON TOP OF THE CAR, THE POOR FUEL ECONOMY, 

   AND A $5000 CHECK BACK TO ME FOR THE RESALE VALUE LOSS WITH THIS CAR. 

  2. TAKE THE CAR BACK AS REPLACEMENT FOR A NEW 2023 SUBARU FORESTER IF WE AGREE IN A REASONABLE FAIR DEAL. 

  DIFFERENCE IN COST TO BE DETERMINE AND UPON AGREEMENT THE DIFFERENCE TO BE FINANCE AT YOUR DEALERSHIP 3.9% CURRENT RATE. 

  
  

  IF YOU DON'T TAKE ANY STEPS TO SOLVE THIS ISSUE THAT YOUR DEALERSHIP CREATED, I WILL TURN THIS TO A LAWYER.  

  THIS IS TOTALLY UNACCEPTABLE. 

  
  

  
  

  
  

  Regards,

  ****** ******

  

  Business response

  04/10/2023

  The dealership has offered to inspect the hood and make any adjustments necessary to the hood to ensure that it meets factory specifications.

  Customer response

  04/12/2023

  [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 with the following Conditions: 1.The Hood to be fixed 100 % by the factory standards. 2. There are some dents on the rooftop of the vehicle that I noticed after disclosure of the tree damage, this to be fixed 100%. 3. The driver door is shaking when closing the door, this to be fixed 100%. 4. Poor Fuel Economy to be fixed 100%.  5. The vehicle to be inspected for possible Frame Damage/alignment and fixed 100% . 6. A New ****** printout showing Free of Accidents/ Damage 100% . If any of the above can't be met, then I am asking for a Replacement with the New 2023 Subaru Forester Premium or Sport Model at a reasonable price difference.   

  Regards,

  ****** ******

   

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My stepson ***** took my car in that he is using in **. It is a 2013 Subaru Impreza hatchback with 161,000 miles. The clutch was original and it is the issue. He authorized them to examine the car and he assumed that the quote of $2300 was going to be the total amount to fix the car. After they examined the car, they told him, no the $2300 is the amount to EXAMINE the car and to fix it, he would have to pay an ADDITIONAL $2300. So they are predatorily taking advantage of a 20 year old young man by trying to extort $4600 to fix a car only worth $6400 according to ***** **** ****.

  

  Business response

  03/07/2023

  We spoke to the customer and the stepmom. They misunderstood the cost of the parts.  They’re satisfied with the cost of the discount of the parts we had provided.  She wanted us to complete the work as originally discussed rather than to tow the vehicle to another shop for service.

  Customer response

  03/07/2023

   

  Better Business Bureau:

  We discussed the issue over the phone, and they are working with my stepson directly to resolve the issue. I am satisfied with their quick response to work with him and to respond to me on this complaint # ********, and find that this resolution is satisfactory to me. 

  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. ↩