My response TO the BBB

Suburban Subaru's 30 year history in business does not have any bearing on this case or my issues. Also “under the limits of the state mandated used car warranty” simply means they are doing what they must under law. The law states what you MUST do, not what you CAN do. The law doesn’t say you can’t give a refund, it only says you don’t have to. So it really depends on how much they value the satisfaction and piece-of-mind their customers have. In light of the repeated problems with this vehicle, Suburban Subaru should value their customer's satisfaction enough to go beyond bare legal minimums and take care of the problems in a satisfactory manner.
While I do appreciate that diagnosis of problems such as vibrations in the vehicle can be tricky and require several attempts to remedy, this is not really the issue. The problem here is that each time I was given the car back, it was reported to me as being fixed. It was not said at any time that it was NOT fixed and needed more work except for the third visit where they machined the rotors so thin that they needed to be replaced. They were either warped or defective (their 106 point mechanical and safety inspection didn’t catch the warped rotors). I am currently waiting for a response form them regarding the replacement of the tires. I find it curious that they are willing to replace all four tires on my word alone and no additional inspection by them. Surely if they realized the tires needed replacing after their own inspections they would have done it, right? This makes me suspicious that they knew the tires needed replacing all along but were trying to get away without doing it.
Also, since this info was from an inspection of the tires without replacing them yet, there is no guarantee that this vibration will be gone after the tires are replaced. The defect in the tires could be a result of some other problem with the vehicle rather than the sole cause of the vibration.
I would also request that the tires of my choosing be installed at a different service center as it is apparent to me that the techs at Suburban Subaru can not notice a vibration as they have given me my car back with a vibration in it four times.
Concerning the tailgate latch; this should have been a very simple cut and dry repair. To say that “If Mr. Hartley had brought the rear hatch to our attention, I'm sure we could have solved that as well” is unacceptable. They had two chances to fix it- both times they said it was fixed. I simply didn’t need to waste my time and miss work to have them try again. It was, however, not fixed twice, yet it was returned to me as being fixed. This should not have been a tricky or ambiguous repair- it either works or not. Each time it was said to be fixed, it obviously was not. As soon as I got home and tested it and sure enough it was the same as it was before with the exception that it had some WD40 on it but still didn’t close. How do you explain that sort of service? What they did didn’t fix it, yet it was given back to me as fixed. Straight up incompetence, laziness, or worse- fraudulent.
I am also concerned that these problems have distracted or masked other problems that may or may not be related to the initial issues. The vibration problem may eventually be fixed, but it may have been hiding an unrelated problem that will not be covered by the dealership since the vehicle is now out of the CT implied warranty. The car seems to get lower than recorded MPG- which may or may not be due to the current problem. The hood support, after driving, is almost too hot to handle- this too may also be related to the vibration, but may not be. I won’t know until the vibration is fixed. Since the vibration won’t be fixed until after the warranty period is past, I may be stuck paying for these pre-existing problems myself.
To say that I have no confidence in the car is only part of the problem. I have no confidence in the service or the dealership. Aside of the service issues, they have also managed to loose the title of my trade-in and accuse me of trying to cheat or scam them out of money.
Concerning the trade/buyback; My salesman mentioned that the only ‘refund’ type solution would be to buy back the car at the trade-in value. This solution is unethical and unacceptable. Trade-in values are based on the dealer making a profit on its resale. Making a profit on the misery of their customers is wrong. I could sell it for more than the trade-in value and still lose thousands of dollars on this transaction. I would consider a trade into another vehicle only at full suggested retail value and if the vehicle was fully inspected by another service center.