I purchased a new 2021 Subaru Ascent in [redacted]. In [redacted], at about 36,000 miles, I discovered water leaking into the cabin through the panoramic moonroof during rain and brought it to Lynnes Subaru ([[redacted]]) immediately. Through repeat visits and recurrences, Lynnes failed to diagnose it, blaming clogged drains. In fall 2025 they identified it, with help from a Subaru corporate regional engineer, and performed a moonroof replacement. Because I acted quickly EACH TIME water entered, there was no odor...
Read the full complaint
or upholstery damage at that time. Water intrusion continued in areas not visible inside the cabin (seatbelt recess). [[redacted]] and SOA knew right away water was still entering the vehicle. SOA told me to work with [[redacted]], and [[redacted]] had me wait for a loaner before re-examining it, because the water was not in the main cabin, headliner, etc. For over two months they set no start date, then stopped contacting me altogether. When warm weather arrived in spring 2026, a strong mold and mildew odor developed. I brought the vehicle in, loaner or not. [[redacted]] cleaned the drains and returned it in under two hours with the odor and mold unchanged. I was shocked they would allow, let alone instruct me to take possession of a vehicle that was a rolling biohazard! I fought with SOA to relocate the vehicle to [[redacted]] Subaru, a second Subaru dealer. [[redacted]] confirmed the water damage, mold, and improper prior work, including rear drain hoses pinched during [[redacted]]' reassembly. SOA authorized a goodwill repair: a second full moonroof replacement, completed around [redacted], replacing moonroof, drains, headliner and carpet. On [redacted], roughly five weeks after pickup, water intrusion recurred following ordinary rain, leaking into the driver-side A-pillar, and the vehicle went back to [[redacted]] immediately. The mold and mildew odor has never left the vehicle. Children regularly ride in this vehicle, which is currently at the dealer. INFORMATION REDACTED PURSUANT TO THE FREEDOM OF INFORMATION ACT (FOIA), 5 U.S.C. 552(B)(6)