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Complaint Details
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Initial Complaint
05/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I leased a brand new 2024 Subaru Solterra from this location, the initial process was fantastic and simple. However, 1 month after buying the car, I received a call from financing that their was an error while trying to obtain the title. The dealership informed me that their was a "clerical error" and that they ran the sales tax rate for the sale for unincorporated ************** instead of living in the city of *********. I verified all my paperwork prior to completion of the sale, and no where on it did it show an incorrect sales tax rate. I was informed that I would need to come up with the remaining tax. While the dealership did settle on my paying half of amount due, I don't understand why I am required to pay for the dealerships error. I tried emailing the manager of the dealership however no response was received.
Business response
05/14/2024
We use a software program required by our lending sources to determine our customers tax rates. Sometimes the calculations are incorrect which was the case for ************. We mistakenly did not collect Lafayette city tax as required. We learned of this mistake from ************** several days after the purchase. We informed ************ of the mistake and he agreed to split the tax amount per the attached email. We feel this is a fair resolution to this complaint.Initial Complaint
07/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Me and my wife purchased a 2020 subaru impreza from flatirons subaru in December 2020. We have had to bring that car back multiple times with the radio acting up and eye sight going in and out. The dealer has given us loaner cars but the hassle to keep going there is inconvient and not to mention they keep fixing and updating the system with it working for awhile then acting up again. I was told about the update for the radio which is fine but now the eye sight is acting up again which it also has in the past and that is not safe for driving the car. I was told by service mechanics today that the manager is off and not back til Monday 7/10. This issue needs to be fixed now and not next week as we need the car. The dealer is obviously short staffed and that is not my problem. If the car wasn't such a problem I wouldn't have to inconvience them. Now my car is acting up and I cannot get it in for a serious issue until next week. The radio I can handle but this is a malfunction with safety features. Something needs to be done so this does not keep happening.Business response
07/18/2023
Customer returned for inspection on 7/17/2023 and the car was found to be working as designed. The customer spoke directly to the service manager and the systems were explained to customer. We will be happy to continue to look into any new issues the customer has in the future.Initial Complaint
04/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In January 2021, I began a 3 year lease on a 2021 Subaru Outback, from Flatirons Subaru dealership, ******** ** (my 2nd conscecutive 3 year lease with the dealership) for $500.00 per month. 9 months later, on Tuesday, October 19th, 2021, my apartment building on Pearl ******* ******** burned to the ground and I lost everything, including car keys. I contacted Flatirons Subaru to have new keys made. They told me the car would have to be towed to the dealership. I then called the ***** number for a 'SUBARU of *******' free tow. During the tow, there was a hit and run accident, by the tow truck driver! The tow truck driver had backed into, and smashed the car. The tow truck driver then took off, and completed the tow to Flatirons Subaru. The tow truck driver was caught, and issued a ticket, by Officer ****** of the ******* Police. I contacted the dealership and informed them of the accident by the tow truck. About one week later, I received a call from Flatirons Subaru, that my keys were ready, and to pick up the car. I inquired about the smashed in rear-end, from the tow-truck accident, and I was told "not our problem", "you'll have to fix this yourself". I then sent several emails to the dealership, explaining that this was not my fault, and that I should not have to pay for this. Very reluctantly, after a lot of effort, they agreed to repair the car. This took 2 months for them to complete, and I was provided a loaner 'Crosstrek' vehicle, during that period. A few weeks after receiving the 'repaired' car back in late December, I noticed some additional damage from the accident, that had not been repaired. I notified the dealership of the additional damage, and the dealership told me to 'follow up' with the auto-body shop, and to 'get it fixed yourself.' This is where it stands. I have ~20 months left on my lease, and I am concerned about returning the Leased car and being charged for the damage from the Subaru Tow, and also concerned about my treatment. Thank you.Business response
04/15/2022
Flatirons reached out to ********************** and he is requesting a meeting with us next week. We feel terrible about the situation. Here at Flatirons we have been an advocate for ********************** against the tow truck company that Subaru of America hired to pick up the car. The reason this has been so difficult is the 3rd party involvement by said tow truck company and their insurance company reluctance to take responsibility initially. We will offer to give ********************** a loaner car and take his car to the body shop where it was repaired. We had suggested taking the car himself to avoid miscommunications as it seems easier for him to go there himself and show the people working on the car the issues he has with the work but we are more than happy to help if he chooses.Customer response
04/20/2022
Better Business Bureau:
In reference to complaint ID ********, I met yesterday with the business to review my complaint, and the complaint is now 'all solved', and to my complete satisfaction! I am very pleased with how this process helped to resolve the issue. Thank you.
Sincerely,
*************************
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.