ComplaintsforSubaru of Port Richey

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  4/19/24 I was online and inquired about a ****** rogue & was emailed to come in. So after work I went in to the dealership on 4/19. I looked over the rogue with salesman Shaba (not sure on the spelling) and went inside. I was at the time driving a 2020 ******* Santa Fe; paying $496 a month plus insurance was $198 a month. I advised *************** that I really want that Rogue it was ideal for me as I wanted to lower my payments extremely. As I had my 74 year old mother waiting in the vehicle they said they would see what they can do. So I waited and waited and waited.A few hours went by; **** came back to me saying all places were closing & he would get back to me in the am so I left.4/20/24 **** messages which I will include. So I go to the dealership & spend hours day 2 after a whole bunch of going back & forth on what my payments would be I left. Putting money down & being at the same payment didnt help me at all. While I was there **** made a call to someone who he said told him I did have warranties. Not sure who that was bc days later after signing come to find out Im getting no money back I have NO warranties. 4/21/24 Now Ive been convinced Im getting money back on warranty & possibly something else as per **** decide to go in day 3. After all the back & forth with everything, I signed the paperwork. I figured **** worked something out bc at the time of signing I was not asked for a down payment so I left with the vehicle.4/22 I was supposed to go back to see **** for him to help me cancel with ******* & get my money back. He texted me which again I will include that he was working on it and because my mother was having a procedure I didnt have to go. He was taking care of everything. Didnt hear back from *********** the meantime I was calling ******* asking for the contract I signed so I could cancel the ***************** transferred me to different voicemails and I didnt hear back from anyone so I asked the operator if she could look to see if there are any warranties I can cancel and get my money back. She said there are no warranties & no money due back to me. When I signed contacts with ******* they gave all paperwork on a flashdrive which I could not find anywhere. Plus my mom was going into surgery my head was all over the place.4/30/24 I get a call from **** at Subaru finance asking for the down payment. I thought after all the going back & forth **** worked something out that I didnt have to put money down bc I wasnt asked at the time of signing. Plus he knew I didnt have it.Now I call ******* and ask if they can email me the contract and they did on 5/2.Now once I told him that I did have the contract and there is no money owed to me he changed his tune real quick. I received calls from **** in finance first I explained everything to ******** did not seem to care at all of what was told to ******* second conversation with **** I asked for a supervisor to call me. Till this day I have not received a call back from upper management so I decided to contact Corporate. All of this Im including plus the following on 5/18. Im hoping you can help me after the lies and merry go round I have gone through I dont have money to put down & will not *** out my credit cards to do so. I asked if I can have my ******* back since the only reason I signed was bc of what I was told. Im not happy and do not know what to do. I will return this vehicle no problem IF I can have my ******* Santa Fe back. This new car is $3 less a month at $493 but my insurance is $20 more at almost $225. Also Ive broken my nail 2 times opening the hatch up bc it dies open through remote. My mother and I both share the ********* cant open or close the car on her own and she has a ****** to use. Its very hard. With the ******* it had the power liftgate. I really feel ******* and I dont like this feeling. 5/19 I get a text from the Sales Manager will I will include the screen shots from who seemed to not care either and said that corporate forwarded him the emails I sent to them. So no one seems to care that I now have anxiety that I was swindled into getting a vehicle that is the same payment that I was paying with my ******* plus about $25 more a month for car insurance. All this aggregation and terrible customer Service I just want my ******* back. I shouldnt have to *** out my credit cards to put a down payment when I was lied to and told that I would be getting money back. They are telling me one has nothing to do with the other but they do bc I only signed bc I was told I was going to get the money back. Then when they didnt ask at the time of signing bc everything went so fast I thought **** worked something out since I was there for hours and hours for 3 days. Please help me either get my vehicle back Santa Fe or have them work something out where I dont have to put this money down. I mean I would really prefer my car back since I was paying less with it. Now I pay more and Im supposed to *** my cards out to put $2k down. Just makes no sense to me. Please I have so much anxiety because of the poor customer service, no one caring that I was swindled and I am a customer. I cant believe that noone cares. *For some reason I am unable to include my texting with the sales manager today. So I am coping here; from ************ Good afternoon, sales manager here at Subaru Port Richey. We have been trying to call by phone since **** sent you the link for down payment expired, we can send you another link for down payment so we can get you ******* payoff cleared up. Me: Good afternoon! My last conversation with **** which was weeks ago, I asked him to have management call me regarding the down payment and all the transpired and no one has called me. So I emailed corporate and am waiting to hear back from them. Now due to all this I am past due on my *******. From ************:Yes **** said you were gonna send *******, and needed a little time for the other 500, we can send you another link so we can get your ******* paid off. Me: That is incorrect.It's obvious that no one cares that I was lied to by **** who told me that I was getting money back from *******. Come to find out I am not owed any money.That is the only reason why I signed the contract. I asked to be contacted by management weeks ago and Management has not called me so l emailed corporate and are waiting to hear back from them. Him: **** was willing to help with cancellations if you had any coming back, but when **** went over contract he stated 2000 thousand down when he read the contract, l was forwarded email from corporate, we have been trying to call this week with no answer, if you need some time to come up with down payment we can split payments up for you. Me: That is a lie about **** and everything with **** went so fast I have no idea what was said. When did corporate forward the email to you? Him: I just got it today. Me: So you saw all the text messages from ****? Those are just pieces of him saying I will get money back. Him: Yeah I understand but if ******* owed you any money back, that was separate from the money down required for your new loan, that would just be money back they would have owed you on any extended warranty's if purchased any. Me: It's really not separate bc he convinced me I was owed money back on the warranties so if I ***ed out my credit cards I would get the money right back and be able to pay my credit cards back which would've been fine if that happened. Now I get no money back and my cards would be ***ed out which leaves me with nothing...Do you understand my frustration? was liked to and I made my decision to trade in the vehicle because of what **** told me. Look I was paying $496 for my Santa Fe and $198 for insurance I came in to the dealership to trade in my vehicle to have a much less payment and he bamboozled me. The cross trek I am now paying more for $493 a month plus $225 for insurance. This is crazy everything he told me was a straight up lie...I signed based off of what he told me And now you're saying $2000 down this is by far the craziest situation ever. I just want my Santa Fe back this is the most horrible customer service I have ever had and youre a manager.And you're saying corporate doesn't care about this. I'm contacting the BBB something needs to be done about all of this and I have text messages as well. I'm not messaging anymore I'm getting anxiety. The end. Please contact me as now ******* has me past due. ************ *****************

  Business response

  05/23/2024

  Subaru of Port Richey has addressed the situation and taken care of the $2,000 down payment that was disclosed in the contract.

  Customer response

  05/26/2024

   
  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,
  
  *********************

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I bought the car, the free oil changes for the life of the car, was included. They always tried to sell me something, every time I went, but that wasn't a problem. A new date/or milage, was always put on windshield for the next oil change. Well, the milage is usually what I go by, because I drive a lot. So, I recently made an appointment for Friday April 17 (I believe) they made and confirmed the appt. I went to the appt and gave them the car. I waited - then, they called me to the desk. Told me that I'm only supposed to get 2 oil changes per year!!!!! And, proceeded to tell me it would be $70.??? Maybe because I never bought what they were trying to sell me over the years?!?!? My milage is well over the *** it should be, and they are not holding to their part of the purchasing agreement!!! All I would need to have Done, is the oil change they had promised at the purchase. I hope you can help, because this will bring damage to the engine. Please contact me if you need any more info. ************. Thank you

  Business response

  05/21/2024

  The customer was contacted and advised to bring the vehicle in for a complimentary oil change. Subaru of Port Richey apologizes for the miscommunication.

• Initial Complaint

  02/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On December 25, 2022, I received an advertisement from TrueCar for a 2021 Subaru Forester 2.5l Premium VIN ***************** offered by Lokey Subaru, Port Richey, FL. The offer listed the vehicle price as ****** after a Dealer Discount of $200.00 and listed additional fees and taxes for a Total Due at Signing of *********.. The next day, December 26, around 9:00 am, I contacted the dealership by phone. I spoke with *******************, Trade Up Specialist. ****** located the information from TrueCar, verified the vehicle was available and said she would hold it for us.My wife test drove the car and informed the salesperson, ***********************, that we were ready to purchase the vehicle. We were directed to a sales office and waited while ***************** up the contract. After a short time, **** presented us with the contract which totaled more $2000.00 higher than the price we were quoted through TrueCar. I showed **** the email from TrueCar, and the Total Due at Signing price and **** informed us the dealership had been having problems with TrueCar not providing the total cost of the vehicle and the dealership adds additional fees which are not reported by TrueCar. I informed **** that I would not pay the higher price Lokey was asking and that, in my opinion, this tactic was deceptive and a form of bait and switch. **** spoke with the sales manager and brought back several counter offers before we signed for the final vehicle cost of *********. We paid with check for a total price of ********* which also included a motor vehicle sales contract.I contacted TrueCar by email while **** and his sales manager were negotiating our deal. TrueCar followed up on our complaint and, after several attempts to negotiate with Lokey Subaru, informed me Subaru Port Richey would not refund the amount I have claimed they over charged from the offered price.I have attempted on 2 occasions to speak with a manager at Lokey Subaru and have not received a return call.

  Business response

  02/21/2023

  To whom this may concern we're in the process of making contact with ****************** to resolve any issues.  

  Customer response

  03/08/2023

   
  Complaint: ********
  
  I am rejecting this response because:

   

  Please be advised that Port Richey Subaru has never responded to my complaint. This is in reference to BBB file ********. I have made numerous attempts to contact management without success. They ignored ******* attempts to contact them and they are doing the same thing apparently with your organization. I have filed complaints with the *** and with ******* Consumer Protection.

  
  
  Sincerely,
  
  *******************************

  Business response

  03/08/2023

  Mr. ******** I would Love to help resolve this issue. Managment has indeed reached out to rectify this issue with no response including voicemails with no returned calls. I'm not sure where the disconnect is? I have had multiple managers reach out without a response. I confirmed we have the proper number on file. Please contact me directly to discuss this matter and I would be Happy to help resolve any issue you may have. 

   

  *********************;

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

• Initial Complaint

  02/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have an Issue with the Subaru dealer locate at New Port Richey **. After having a conversation with Online representative is text message he told me to bring my Draft from Navy ********************* we got a bill ofsale from them and everything was okay until they moment we went to pick up the vehicle and they refused to accept the draft on the amount of ****** dollars and a down payment of ***** dollars. This dealer guarantee to match the deal so we can finance from them directly and they are not doing in it. They are telling me that I should return the vehicle because they dont want to accept the payment from my Navy ********************* I want this to be solve because I want to keep my vehicle.

  Business response

  02/21/2023

  After repeated attempts by numerous staff to finish the transaction with the complainant, Subaru of Port Richey made the decision to retake possession of 2016 Fiat.  The prospect on this vehicle refused to finish the transaction halfway through the paperwork process.  After an attempt to send a recovery company was unsuccessful due to the family blocking the truck driver driver from leaving, the vehicle was reported stolen with Pasco ************************** and recovered the next day. 

  Customer response

  02/22/2023

   
  Complaint: 19392059
  
  I am rejecting this response because: 

  with all the respect the dealer is making a false statement again the same way they lied to ***** Police officers by reporting the vehicle stolen supposed to at the time of the test driving. I will encourage you to speak directly with the officers that handled the situation and they will explained to you how everything happened. To start the vehicle was in my possession transfer of my tag and the title ********** right after we did the paperwork at the dealer. ***************************** via text message told me is okay to use my bank draft. As I mentioned before they refused to accept the draft because they wanted to finance through their own companies. An approval was done, ******************* sales manager handling the paperwork violating my rights by not allowing my mom and I revised the contract and the paperwork that was making me to sign. My mother witch  is my legal guardian due to my disability condition was there with me helping me, **** was asking her why She needed to read 
  She explained my condition to him and let him know that I cant sign the paperwork that was stating that I refused to be videotaped at the time of the purchase. He went to the back came to the table and said that the equipment was broken. My mom told *********************** lets write on the paper that the equipment is broken then. When he got the contract the amount financed was not the one we agreed on and they told us to come back the next day. The next day was February 14, 2023. We called Mr. **** and the receptionist informed us that he left early and I asked for ****** and he was gone as well, I left a message with her for **** and I requested a call back to meet up to finalize my paperwork. On February 15, my mom called **** and he set up an appointment for Friday February 17, 2023 at 9:30 am to finish the paperwork, 20 minutes later **** called my mother back and said we are not going to do the deal bring the car back. My mother asked him why and he refused to give a reason. My mom requested to speak to a manager and That is when GM on sale ***************************** called and expressed racial hate and discrimination towards us by verbalized we dont want people like you in our dealer go back to your country. Im not going to fixed the numbers on the contract and Im not going to sale this car to you he was cursing. Furious un acceptable behavior and very disrespectful towards us he told me to go there by my self not with my mother ** have a condition Autism and my mother is my legal guardian. According to Under the Racial Discrimination Act **** it is unlawful to do any act involving a distinction, exclusion, restriction or preference based on race, colour, descent, or national or ethnic origin which has the purpose or effect of nullifying or impairing the recognition, enjoyment or exercise, on equal footing, of any human right or fundamental freedom in the political, economic, social, cultural or any other field of public life. The Act also prohibits offensive behaviour based on racial hatred. ****************** violating my rights by calling the police, lying saying that we stole the vehicle when we was test driving, that car was under my name and my Tag was transferred to the **** from my old vehicle and was Insured with Geico. The representative from the dealer refused to allow us read the contract, refused to fix the numbers was ******* us to sign and I encourage you to verify other complaints from other customers and they are verbalized the same thing. I attached a letter from the *** as proof that the vehicle wasnt stolen. I called 2 times to the non emergency police number and I consult the situation with the dealer and they told me that the vehicle was registered in our name that it was a Civil case and they cant do anything and I didnt have to return the vehicle to the dealer because it was on my name. The police officers went to my house. He sent a repo Company to my house and they trespassed my neighbors property, my property and they broke my fence. I have multiple cameras at home also ************* The police officers verbalized that ******* lied and was really rude to them as well. 
  I have proof, video even multiple phone calls at almost 11:00 pm from ******************. Im looking for a legal representation due to my rights been violated, for discrimination and racial hate. I called Subaru Corporation and File a complaint also we are going to move forward with a legal team. 
  Sincerely,
  
  *****************************

• Initial Complaint

  09/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Initiated buyers order on ****** for new vehicle not on lot but supposedly in transit. Unknown new vehicle identifying data. Changed mind next day but company says policy is no refund of $500.00 deposit. Don't recall that being stated. Limited research shows that According to ******* Statute 501.976(10): "It is an unfair or deceptive act or practice, actionable under the ******* Deceptive and Unfair Trade Practices Act, for a dealer to: require or accept a deposit from a prospective customer prior to entering into a binding contract for the purchase and sale of a vehicle unless the customer is given a written receipt that states how long the dealer will hold the vehicle from other sale and the amount of the deposit, and clearly and conspicuously states whether and upon what conditions the deposit is refundable or nonrefundable." Nothing in the receipt meets the above requirement other than the dollar amount of $500.

  Business response

  09/12/2022

  Good Afternoon. We have reached out to Customer ********************* and given a full refund for the deposit he requested money back on. The customer is satisfied with the outcome. 

  Customer response

  09/13/2022

   
  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.  Was contacted by General Mgr, **********************, shortly after he received complaint.  Believe there was a miscommunication between myself and sales staff.  Received refund of deposit.  Believe the company to be reputable and would go by there should I again start looking for another vehicle.  A big thank you to ********************** for his immediate attention to the issue and to BBB for putting me in contact with the right person to resolve the issue.  Thanks.
  

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