ComplaintsforGateway Subaru
New Car Dealers
Multi Location Business
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have taken my 2021 Subaru Outback to the dealership 4 times now with a complaint about the lane assist function having an error. The dealership has had my car since 8/16/23. I had reached out to the dealership and Subaru of America, who both said they spoke with someone who said nothing is wrong with the car. I have sent numerous emails to the service manager, Subaru of America, and the vice president of the dealership requesting the results of the test, without reply. I called the dealership and requested an email from the service manager without a reply. They have provided me with a loaner vehicle, which is appreciated; however, I would like to know the status and plan for my Subura.Bureau response
09/05/2023
Patrick ******
Gateway Subaru
***** ****** **** ****** ** *****
Dear Patrick ******:
Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 9/1/2023 and was assigned an ID of *********
How do I take care of this?
Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left. All responses will be copied to the complainant.
If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************What should I include in my response?
Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.
Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
What will happen if I do not submit a response and what can I expect to happen next?
If you do not respond promptly to this complaint, it may be closed as Unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
We look forward to helping you and your customer work toward an amicable resolution.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
CUSTOMER EXPERIENCE INFORMATIONCustomer Information:James ************* ** *****Daytime Phone: ###-###-####
E-mail: ***********************The details of this matter are as follows:Complaint Involves:
Repair IssuesCustomer’s Statement of the Problem:
I have taken my 2021 Subaru Outback to the dealership 4 times now with a complaint about the lane assist function having an error. The dealership has had my car since 8/16/23. I had reached out to the dealership and Subaru of America, who both said they spoke with someone who said nothing is wrong with the car. I have sent numerous emails to the service manager, Subaru of America, and the vice president of the dealership requesting the results of the test, without reply. I called the dealership and requested an email from the service manager without a reply. They have provided me with a loaner vehicle, which is appreciated; however, I would like to know the status and plan for my Subura.
Desired Settlement:
Finish the Job
Bureau response
09/05/2023
James ******
******* *** *****
Dear James ******:
Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 9/1/2023 against Gateway Subaru. Your complaint was assigned ID *********
Now that I have filed, what is the next step?
We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.
What if I do not agree with the response from the business?
It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org
What happens if a business does not respond?
BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.
Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####Bureau response
09/12/2023
Patrick ******
Gateway Subaru***** ****** **** ******* ** *****
Dear Patrick ******:
This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 9/1/2023 and was assigned an ID of *********BBB forwarded you a complaint filed by James ******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.
In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.
We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer.
If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code* **************Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.We look forward to your prompt attention to this matter.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####CUSTOMER EXPERIENCE INFORMATION
Customer Information:
James ******
******* ** *****
Daytime Phone: ###-###-####
E-mail* ***********************
The details of this matter are as follows:Complaint Involves:
Repair Issues
Customer’s Statement of the Problem:
I have taken my 2021 Subaru Outback to the dealership 4 times now with a complaint about the lane assist function having an error. The dealership has had my car since 8/16/23. I had reached out to the dealership and Subaru of America, who both said they spoke with someone who said nothing is wrong with the car. I have sent numerous emails to the service manager, Subaru of America, and the vice president of the dealership requesting the results of the test, without reply. I called the dealership and requested an email from the service manager without a reply. They have provided me with a loaner vehicle, which is appreciated; however, I would like to know the status and plan for my Subura.
Desired Settlement:
Finish the Job
Additional Comments from Consumer:
Bureau response
09/18/2023
Patrick ******
Gateway Subaru***** ****** **** ******* ** *****
Dear Patrick ******:
This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 9/1/2023 and was assigned an ID of *********BBB forwarded you a complaint filed by James ******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.
In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 5 calendar days.
We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer.
If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.We look forward to your prompt attention to this matter.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####CUSTOMER EXPERIENCE INFORMATION
Customer Information:
James ******
******* ** *****
Daytime Phone: ###-###-####
E-mail: ***********************
The details of this matter are as follows:Complaint Involves:
Repair Issues
Customer’s Statement of the Problem:
I have taken my 2021 Subaru Outback to the dealership 4 times now with a complaint about the lane assist function having an error. The dealership has had my car since 8/16/23. I had reached out to the dealership and Subaru of America, who both said they spoke with someone who said nothing is wrong with the car. I have sent numerous emails to the service manager, Subaru of America, and the vice president of the dealership requesting the results of the test, without reply. I called the dealership and requested an email from the service manager without a reply. They have provided me with a loaner vehicle, which is appreciated; however, I would like to know the status and plan for my Subura.
Desired Settlement:
Finish the Job
Additional Comments from Consumer:
Bureau response
09/23/2023
Patrick ******
Gateway Subaru
***** ****** **** ****** ** *****
RE: Final Notice of Complaint
Dear Patrick ******:This message is in regard to a complaint submitted to the BBB about your business on 9/1/2023 by James ******. This complaint was assigned ID *********
Why am I receiving a "final notice" letter?Previously our office provided your company with a complaint from the consumer listed above. Our records indicate that we have not yet received a written response from you to address this matter. Please note, this will be our final attempt to contact you about this matter.How do I take care of this?Your BBB is requesting a written response to this complaint by (7) seven calendar days, Your prompt and professional response greatly enhances the chance for a successful resolution. We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer.If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************What should I include in my response?Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Copies of any supporting documents can be uploaded to the caselink or forwarded via email, fax, or postal mail. BBB also offers mediation and binding arbitration services to help resolve particularly difficult orcomplex situations. These services may be an effective means of resolving the matter without going to court. If you are interested in utilizing these services, please confirm this interest in your written response and your caseworker will follow up with additional information.What information will be posted to the website?Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of yourexperience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.What will happen if I do not submit a written response?Your BBB develops and maintains Business Profiles on companies in our service area. This information is available to the public and is frequently used by potential customers. Your cooperation in responding to this complaint becomes part of your BBB Business Profile. Failure to give attention to this matter may be reflected in the report we provide to consumers about your company and may have a negative effect on your BBB Rating.What if I've already resolved the matter directly with the customer?Great! Please just provide us a description of what you did to resolve the matter in writing so that we may update the case and close it out accordingly.Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
CUSTOMER EXPERIENCE INFORMATION
Customer Information:
James ******
******* ** *****
Daytime Phone: ###-###-####
E-mail: ***********************
The details of this matter are as follows:
Complaint Involves:
Repair Issues
Customer’s Statement of the Problem:
I have taken my 2021 Subaru Outback to the dealership 4 times now with a complaint about the lane assist function having an error. The dealership has had my car since 8/16/23. I had reached out to the dealership and Subaru of America, who both said they spoke with someone who said nothing is wrong with the car. I have sent numerous emails to the service manager, Subaru of America, and the vice president of the dealership requesting the results of the test, without reply. I called the dealership and requested an email from the service manager without a reply. They have provided me with a loaner vehicle, which is appreciated; however, I would like to know the status and plan for my Subura.
Desired Settlement:
Finish the Job
Additional Comments from Consumer:
Bureau response
09/30/2023
Patrick ******
Gateway Subaru***** ****** **** ****** ** *****
Dear Patrick ******:
This message is in regards to a complaint submitted to BBB about your business on 9/1/2023 by James ******. This complaint was assigned ID *********
BBB is informing you that this complaint has been closed as UNANSWERED. Multiple communications have been sent to you about this matter; however to date, we have not received a response.
You should be aware that your lack of response is now reflected in BBB's rating of your company. You can view your revised BBB Business Profile on our website at ****************
BBB helps resolve disputes between businesses and its customers. We welcome the opportunity to amend your BBB Business Profile upon receipt of your company's written response and resolution of the dispute.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####Bureau response
09/30/2023
James ******
******* *** *****
Dear James ******:
This message is in regard to your complaint submitted on 9/1/2023 against Gateway Subaru. Your complaint was assigned ID *********
Your Better Business Bureau (BBB) has made several attempts to contact the business regarding your complaint. We regret to inform you that we have not received a response at this time and this case has now been closed as an UNANSWERED complaint in their file. Because we are not a government agency, we cannot force a business to respond.
If the company has contacted you directly and resolved this complaint, please let us know. Should we receive a resolution in the future, we will let you know.
BBB develops and maintains BBB Business Profiles on companies across the United States and Canada. This information is available to the public and is frequently used by potential customers. In the case of your complaint, the business's failure to promptly give attention to the matter will be reflected in the Business Profile.
BBB regrets that we were unable to assist you further and wishes you the best in your future efforts in resolving this matter.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####Business response
10/03/2023
Good afternoon.This client's issue is with the manufacturer, not our local store - Gateway Subaru.A Subaru of America Case was opened in order to allow extensive resources to be utilized in a effort to evaluate and to correct the concern should a solution be needed.In a effort to aid the client in finding resolution a loaner vehicle has been provided to ensure that the proper data collection time period has been available for Subaru of America while assisting with tthe case.VINat the center of concern has been evaluated via a Field Service Engineer on behalf of Subaru of North America.A Quality Monitoring Report has been completed and filed by a Subaru of America representative with the end results stating no problem found.The client's rebuttal is not with Gateway Subaru but that of the findings of Subaru of America.Michelle ********
Annapolis Hyundai
Annapolis Subaru
Gateway Subaru
Genesis of Annapolis
Volvo Cars Annapolis
Bureau response
10/03/2023
James ******
********* *****
Dear James ******:
This message is in regard to your complaint submitted on 9/1/2023 against Gateway Subaru. Your complaint was assigned ID *********BBB has received a formal response from Gateway Subaru. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.
Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.
If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
MESSAGE FROM BUSINESS:
Good afternoon.This client's issue is with the manufacturer, not our local store - Gateway Subaru.A Subaru of America Case was opened in order to allow extensive resources to be utilized in a effort to evaluate and to correct the concern should a solution be needed.In a effort to aid the client in finding resolution a loaner vehicle has been provided to ensure that the proper data collection time period has been available for Subaru of America while assisting with tthe case.VINat the center of concern has been evaluated via a Field Service Engineer on behalf of Subaru of North America.A Quality Monitoring Report has been completed and filed by a Subaru of America representative with the end results stating no problem found.The client's rebuttal is not with Gateway Subaru but that of the findings of Subaru of America.Michelle ********
Annapolis Hyundai
Annapolis Subaru
Gateway Subaru
Genesis of Annapolis
Volvo Cars Annapolis
Customer response
10/04/2023
Complaint* ********
I am rejecting this response because:My complaint is directly with Gateway Subaru. Gateway had my car for the same complaint 4 different times, with the last time lasting 24 days, without any resolve. The service department at Gateway consistently ignored and neglected to address my concern of an error code displayed on my dash. I have had regular email communication asking for clarification with consistent avoidance of the question.
I have recently taken my car to a Subaru dealership in Dover, De. The dealership acknowledge the presence of the error code, explained to me why I was receiving the error code, and recalibrated my reported improperly calibrated eye sight system. Gateway had reported calibrated my eye sight system; however, refused to provide me with the documentation of the tests preformed. A copy of the full email chain can be provided if requested by BBB
Sincerely,
James ******Bureau response
10/06/2023
Patrick ******
Gateway Subaru***** ****** **** ****** ** *****
Dear Patrick ******:
This message is in regard to a complaint submitted to the BBB about your business on 9/1/2023 by James ******. This complaint was assigned ID *********
Why am I receiving another letter regarding this complaint?
We recently received additional correspondence from the consumer in the above-referenced case. The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.****BBB Note: If the rebuttal response has not changed from the initial response, we would need to have that information in writing. ****
How do I see the new information?
If received via email, the fastest and easiest way to view and respond to the complaint is to use the link on the left.
If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.What should I include in my response to the consumer's rebuttal?
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************
Please respond to the additional information that has been provided by the consumer. If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence. Please understand that the complaint content and your response will be publicly posted on the BBB website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
In the interest of time and good customer relations, please respond within 5 calendar days.
How many more times will I have to respond to this complaint?
We appreciate the response you have already provided, and our goal is to minimize back-and-forth communication. The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification. By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward.
Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.
We look forward to your prompt attention to this matter.
Sincerely,
Lisa ****
MESSAGE FROM CONSUMER:
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
Complaint* ********
I am rejecting this response because:My complaint is directly with Gateway Subaru. Gateway had my car for the same complaint 4 different times, with the last time lasting 24 days, without any resolve. The service department at Gateway consistently ignored and neglected to address my concern of an error code displayed on my dash. I have had regular email communication asking for clarification with consistent avoidance of the question.
I have recently taken my car to a Subaru dealership in Dover, De. The dealership acknowledge the presence of the error code, explained to me why I was receiving the error code, and recalibrated my reported improperly calibrated eye sight system. Gateway had reported calibrated my eye sight system; however, refused to provide me with the documentation of the tests preformed. A copy of the full email chain can be provided if requested by BBB
Sincerely,
James ******Bureau response
10/13/2023
Patrick ******
Gateway Subaru***** ****** **** ****** ** *****
Dear Patrick ******:
This message is in regard to a complaint submitted to the BBB about your business on 9/1/2023 by James ******. This complaint was assigned ID *********
Why am I receiving another letter regarding this complaint?This is a reminder that you have not responded to the consumer's additional correspondence in the above-referenced case. The information has been reviewed by your consultant, and we believe this information warrants some additional remarks from your company.****BBB Note: If the rebuttal response has not changed from the initial response, we would need to have that information in writing. ****
How do I see the new information?
If received via email, the fastest and easiest way to view and respond to the complaint is to use the link on the left.
If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.What should I include in my response to the consumer's rebuttal?
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************
Please respond to the additional information that has been provided by the consumer. If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence. Please understand that the complaint content and your response will be publicly posted on the BBB website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
In the interest of time and good customer relations, please respond within 5 calendar days.
How many more times will I have to respond to this complaint?
We appreciate the response you have already provided, and our goal is to minimize back-and-forth communication. The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification. By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward.
Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.
We look forward to your prompt attention to this matter.
Sincerely,
Lisa ****
MESSAGE FROM CONSUMER:
Dispute Resolution Team Leader
***********************
Phone: ###-###-####
Complaint: ********
I am rejecting this response because:My complaint is directly with Gateway Subaru. Gateway had my car for the same complaint 4 different times, with the last time lasting 24 days, without any resolve. The service department at Gateway consistently ignored and neglected to address my concern of an error code displayed on my dash. I have had regular email communication asking for clarification with consistent avoidance of the question.
I have recently taken my car to a Subaru dealership in Dover, De. The dealership acknowledge the presence of the error code, explained to me why I was receiving the error code, and recalibrated my reported improperly calibrated eye sight system. Gateway had reported calibrated my eye sight system; however, refused to provide me with the documentation of the tests preformed. A copy of the full email chain can be provided if requested by BBB
Sincerely,
James ******Bureau response
10/20/2023
Patrick ******
Gateway Subaru
***** ****** **** ****** ** *****
Re: ID * ******** - James ******
Dear Patrick ******:
Thank you for your cooperation in responding to the above consumer's complaint.
We forwarded your response to James ******. The consumer notified our office that they are not satisfied. BBB has determined your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: “Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction.”
The text of your response may be publicly posted on BBB’s website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.
We appreciate your cooperation in addressing this matter and hope we can be of service to you in the future.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####Bureau response
10/20/2023
James ******
****** ** *****
Dear James ******,
This message is regarding Complaint ID * ********- Gateway Subaru
Your complaint is closed for one of the following reasons:
We understand you are NOT satisfied with the business'sresponse, and have noted your dissatisfaction in our files. While we were unable to reach your desired resolution, the business has provided your Better Business Bureau (BBB) with its position. This matter is now closed in BBB files, and will appear in the company's BBB Business Profile as: "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied."
Please note that you may also file this complaint with the following state regulatory:Maryland Attorney General Office for Consumer Protection*** *** **** ***** ********* *** *****Main number: ###-###-#### / En español ###-###-#### / toll-free: ###-###-#### Consumer Protection: ************************
If this is the case, please reply to this email and for the complaint to be reopened, so you can submit a response to the business. After your request is processed, you will receive an email asking for your response with a link to the complaint.
Please note, the text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.
We appreciate the opportunity to be of service, and sincerely hope you will contact us for future pre-purchase information.
Sincerely,
Lisa ****
Dispute Resolution Team Leader
***********************
Phone: ###-###-####MESSAGE FROM BUSINESS:
Good afternoon.This client's issue is with the manufacturer, not our local store - Gateway Subaru.A Subaru of America Case was opened in order to allow extensive resources to be utilized in a effort to evaluate and to correct the concern should a solution be needed.In a effort to aid the client in finding resolution a loaner vehicle has been provided to ensure that the proper data collection time period has been available for Subaru of America while assisting with tthe case.VINat the center of concern has been evaluated via a Field Service Engineer on behalf of Subaru of North America.A Quality Monitoring Report has been completed and filed by a Subaru of America representative with the end results stating no problem found.The client's rebuttal is not with Gateway Subaru but that of the findings of Subaru of America.Michelle ********
Annapolis Hyundai
Annapolis Subaru
Gateway Subaru
Genesis of Annapolis
Volvo Cars Annapolis
Initial Complaint
09/12/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
See the upload for the details centered around the vehicle we purchased from Gateway Subaru that is still under warranty and we are getting a hassle. We need assistance.Business response
10/28/2022
Business Response /* (1000, 28, 2022/10/28) */ ***Document Attached*** See attached response. Consumer Response /* (3000, 30, 2022/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Reply to Gateway Subaru in response to a complaint filed by myself with BBB on September 13th 2022 is as follows., 1) Gateway to make this matter right and live up to the Subaru Love Promise which is Our vision to show love and respect to all people at every transaction with Subaru. I feel it would be unfair to continue to take advantage of Hannah and myself by attempting to conduct another Bait and Switch transaction. If they want to be fair, they will write off the difference. Considering the financial loss that my granddaughter has incurred by not having reliable transportation, potential loss of business due to numerous trips back and forth to the dealership and my time dealing and researching to file concerns through BBB, MD Attorney General's Office, time spent at MVA etc. 2) Gateways attempt to resolve the complaint is to offer us the amount paid for the Subaru Impreza as a trade value, applicable on the purchase of the larger, more expensive Outback model. Gateway Subaru indicated that the extended warranty that was purchased for the Impreza could be cancelled, and the approximate $3000 refund could be applied to the purchase of the larger, more expensive Outback Limited available as a replacement vehicle. Please note the extended warranty paid was $3800 and cannot be factored in the purchase of the vehicle. The warranty company is a separate entity. Considering the age of a 2015 vehicle, voiding the extended warranty would make expensive repairs impossible. The Outback offered was more than $5000 over budget. 3)on September 5, 2022, Brian, (used car manager) made Hannah aware that Gateway was not going to make additional repairs to the vehicle. This statement goes against the advertised vehicle warranty offered by the dealership at purchase. Hannah requested, they fix the vehicle or Buy Back on vehicle. The used car sales manager told her he would not do a buy back. Implied he would not give her or anyone a refund on the vehicle. After doing some research on the mva.maryland.gov website section referring to the Maryland Motor Vehicle Laws, "Maryland Buy Back or Lemon Law occurs when you and the dealer from whom you bought your new or used mutually agree to the vehicle's repurchase during the first 60 days after you take delivery". I realize to comply with the above both the seller and the buyer must be agreeable to the transaction which would have been a simple solution for both the buyer and the seller. 4) Management at Gateway on September 7th did schedule and allow the service manager and a technician to test drive the 2015 Impreza and my granddaughter rode with them. While test driving the vehicle, she mentioned the A/C compressor cycling on/off every 5-10 seconds and a louder than normal wind sound that she had mentioned previously. During the test drive she mentioned she could feel the vehicle pulling to one side. The technician driving the vehicle blamed it on the wind. When they got back to the service department, they checked the alignment and it had to be adjusted. The wind sound and the A/C cycling frequently was normal according to technician. I believe this was the same technician that performed the MD State Inspection completed on the vehicle before the sale, passing brakes, which had to be replaced because the pads fell off, less than two weeks after purchase of the vehicle. Every complaint is documented through dealership invoices, or cell phone video. 5) As a result of a complaint we filed with the Maryland Department of Transportation, an investigator/MSI specialist was sent to re-inspect the Impreza. Based on MDOT requirements for MD Vehicle Inspection guidelines the vehicle passed the MDOT MSI inspection again. Considering all the repairs made to the vehicle at Gateways expense, especially the fact the brakes had to be replaced approximately two weeks passing MD MSI. The brake issue is a safety factor that should not have been ignored. Considering the safety of us as owners and other motorist on Maryland highways. To date there are more issues with the vehicle, and we are making a video with sound of each additional problem. The most recent being the dashboard display that is frequently lost. Everything goes blank. The offer to resolve this issue, there are three options: First option, do nothing. Keep the Impreza and the extended warranty and use this as one of life's lessons. Expressing to relatives, friends, and associates how not to get grifted. The second option is to replace the Impreza with a comparable vehicle (definition: a person or thing able to be likened to another; similar), and third option a full return of payment for the Impreza including the full trade-in amount on Ford Escape, and fees, taxes, etc.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.