Complaints

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I purchased a brand new 2024 Subaru Crosstrek Sport, in December of 2024, the car had less than ****** miles on it and something has gone wrong with the alignment causing my tires to be completely bald on the inside of both front tires, exposing the cords, I took the car in to have it looked at, the service writer was very rude and condescending, asked me how I knew the tires were bald, then proceeded to tell me that I must have hit something causing my alignment to be out so bad. Instead of them actually looking into why my car is in such a condition they handed me a $3,000 repair bill and referred me to the Subaru customer Advocacy line, this was roughly 3 weeks ago, it has been a cat and mouse game ever since, no one returns my calls, they keep telling me the supervisor is on another call. There is no way that a car with such low milage should have such a severe issue with the front end. I am at a loss, I feel that the dealership needs to resolve this issue for me, without having to jump through so many hoops.

  Business response

  12/24/2024

  Thank you for sharing your feedback and concerns with us.  We acknowledge your concerns and appreciate you bringing this to our attention.  Although, we were unable to resolve your concerns to your satisfaction, its important that our clients know how much we value and appreciate every interaction.  Please be assured that we will review your experience internally to see how we can best serve our clients.  We hope you will give us the opportunity to serve your better in the future.  The client has since begun working with Subaru advocacy. 

  Customer response

  12/25/2024

  
  
  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. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Problem is not fixed after 5 repairs

  Business response

  12/24/2024

  Thank you for sharing your feedback with us.  We acknowledge your concerns and appreciate you bringing this to our attention.  Although, we were unable to resolve your concerns to your satisfaction, its important that our clients know how much we value and appreciate every interaction.  Please be assured that we will review your experience internally to see how we can best serve our clients.  We hope you will give us the opportunity to serve your better in the future.  

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2011 Mercedes-Benz from Subaru of South Hills on 1/7/23. After 8 months of use, my auto shop notified me that the entire rear subframe of the vehicle, including the brake lines, is rusted through. The shop won't do repairs on the vehicle because they believe it will be unsafe to drive regardless of any repairs. I have pictures and the mechanic’s write-up dictating the extent of the rotting. There is no conceivable way this extensive rotting came from the past 8 months, especially since the vehicle has been used primarily in the spring and summer where it encountered little to no road salt or snow. When I contacted SoSH, they notified me that I signed an “As-Is” form at the time of purchase and, as such, they refuse to do anything about it, with their response essentially amounting to "sorry you didn't think we'd sell a car in this horrible of a condition." I was not made aware of significant damage to the frame of the vehicle at the time of purchase, and I believe they acted unethically in not conveying this information. Additionally, the vehicle was advertised as having bluetooth compatibility for music and a functioning AC--neither of those statements was accurate. I would have still purchased another vehicle from them at the time because the on-site customer service was great. So, I'm stuck paying $300 monthly for 5 years for a vehicle that never operated as advertised and is now completely useless. No one will work on it because it is an active safety hazard. I don't want a refund for the vehicle. I'm not asking them to pay for repairs; this vehicle likely won't be safe regardless. But, at minimum, an offer for a fair trade-in (i.e., one that accounts for their role in not advertising the true state of the vehicle on multiple fronts) would be acceptable and represent their dedication to ethical business practices.

  Business response

  09/16/2023

  Attached are the documents signed by the customer prior to taking delivery of the vehicle. The repair order from the shop is also attached.  The vehicle at time of inspection had no issues with the frame. PA state Inspection and emissions were performed. 

  Customer response

  09/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *****

• Initial Complaint

  02/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new Subaru Outback from South Hills Subaru on 10/15/22. The dealership overcharged me $1,036 for the car, charging me for a different vehicle they quoted two months before. I never agreed to pay $1000 more than the MSRP and they used that price in my financing without telling me. I don't know if the price was changed after they showed me the financing estimate, or if I assumed it included taxes and fees. I mistakenly trusted them enough to charge me for the car I was buying and didn’t probe since the monthly payment looked close to expected. Not to mention it took 2 hours to finally get out of there. They also did not install the window deflectors I ordered, and “forgot” the $500 deposit in my financing that I put down to order the vehicle. I emailed the salesperson, JD, that evening about the deposit and overcharge; the deposit at least was refunded without objection. After that, they only refunded $440 after I had to remind them multiple times. A few more emails were exchanged about the remaining $600; when I spoke to Jay the sales manager, he started by trying to tell me the deposit refund settled it. That had nothing to do with the amount I was overcharged. He then explained by email there is a "vehicle prep fee" included in the MSRP for $600 - which is not listed on my financing sheet anywhere. I emailed Jay and JD three more times to resolve this. The first two were ignored and when Jay finally replied to the third, he ignored the question and basically told me to screw off. Nice customer service. I’ve been professional and straightforward and haven’t received anything close in return. Terrible customer service all around and this never should have happened in the first place. Some of the emails and all of the documents including the quote for $34,320 are attached. Only $440 of the $1,036 plus tax overcharge has been refunded. Sales: JD A****** Manager: Jay B***** MSRP: $33,284 Financed: $34,320 Overcharge: $1,036

  Business response

  03/24/2023

   

  We will gladly resolve this with the consumer and provide refund for the difference.We tried to reach out yesterday to him yesterday but he did not answer or get back to us yet.

  Thanks,
  Jesse W*******

  General Manager

• Initial Complaint

  12/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In mid July 2022 I purchased a used Toyota Sequoia and traded in a Mazda CX9. I paid $450 to have the dealer arrange to have a title and registration for the Toyota sent to me. The registration has not arrived. The title I received was a new title for the Mazda I had just traded in! I have called the dealership daily this week and have NOT heard ANYTHING back. I need the title and registration NOW!

  Business response

  12/20/2022

  We are working with the state to rectify the issue. It should be fixed shortly. Please return my phone calls so I can update you on the process and keep you updated along the way. We are working on it diligently.

   

  Thanks

   

  Michael H***

  General Manager.

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a car for my son on 9/17 from Subaru of South Hills. It looked great and There was a check engine light on and I bought this used car AS IS. I knew I'd have to put money into it (I've had a lot of check engine lights, prices ranging from 200 to 2000 dollars, which I was prepared for). I respect that their AS IS contract, had it budgeted. Then I find out engine repairs will be 8300. So I am out of luck and South Hills Subaru doesn't care, won't respond to messages or phone call. For a new car dealership to put a used car on their lot that is in the condition my car is in, requires them to do 1 of 2 things, both egregious and a sign of very poor business relations. 1-They checked the car, found the issues, decided to try to flip the car anyway, so as to avoid sending it to the auction and only getting $1000 for it, or whatever. This is fraud, I can't prove it and I won't charge something with something I can't prove. 2 (the likely scenario)-The car got traded into them and they noticed the light. They did NOT check the car, basically lets flip the car and plead ignorance, get the AS IS note signed and dump a clunker onto the first customer that takes it. If the car is good, fine, if it blows up on the customer fine too. Either way we got a quick 4800 and the car is out of our hands. It's the customers problem now. While Option Number 2 is not criminal (like option number 1), it still represents deceitful business practices. It's a total disregard for their consumer base and a desire to exploit that consumer base to move shoddy products and maximize their revenue. What I would want to resolve this? To make me have some bit of faith in this company? I absolutely do NOT want them to pay 8300 to fix this car. I should take some responsibility. But to hang me with that bill? I would either want them to assist me with fixing the engine or take the car back, or find a car that is mechanically sound that I can trade back in.

  Business response

  10/28/2022

  Hi *****-
  
   
  
  We are sorry to hear about these issues you are having with the vehicle you purchased from Subaru of South Hills.
  
  We have a dialed in process with our as-is value vehicles. One part of that process is to take the vehicle to your mechanic for a no obligation inspection to make sure the vehicle is all there before you take delivery of the vehicle. I am sorry that you didn’t take advantage of that courtesy.
  
  I spoke to all the managers, and the sales consultant who you bought the vehicle from, and no one has fielded a call from you.
  
  Please call me on my cell phone anytime. I can be reached at ###-###-####.
  
   
  
  Michael H*** | General Manager, Subaru of South Hills | Lithia Motors Inc (NYSE: LAD)
  

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle in march 2022 online using driveway.com . The dealer for the car was subaru of south hills…after lots of back and forth with paperwork my car was set to be delivered with a temporary plate from PA - due to expire on 5/16/22- they actually had someone physically drive the car to NY!! I called and was told they were working on it…that was a month ago… Now it is May and my insurance company is telling me that my car is still not registered for NY!! I have called, emailed…There is NO communication letting me know when my new plates and registration will be arriving! The temporary plate is expiring and i have nothing!!! I have NO paperwork NO nothing!!my Daughter needs this car to drive back to college!! !!!! And soon i will have a car sitting in the driveway with an expired plate from PA!!! I only wish i had read the reviews earlier! Awful company! They need to be investigated!!! If they can not give me my new plates and my registration then i want a FULL refund and they can come pick up this car!!!!

  Business response

  07/07/2022

  THIS HAS BEEN SETTLED – SHE GOT HER REGISTERATIONS 2 DAYS BEFORE HER EXPIRATION OF THE TEMP TAG

   

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

  Customer response

  07/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  After MANY phone calls, emails , social media i did receive my registration just before the temp expired… 2 date i have received NO paper work!! No bill of sale no nothing! I bought this car in March and it is NOW JULY…i was suppose to receive copies of everything i was told but i received nothing!! Never again with this company! They make it all very difficult..nice and attentive before you buy a car BUT once you sign it’s all over!! 
  
  Regards,
  ******** *******

  Business response

  07/11/2022

  Our office has already mailed her copies of her paperwork. We will send another copy of all her documents again. Sorry for the confusion. 

*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. ↩