Subaru of America Customer Care: How to Reach Them, What They Handle, and How to Get Results

How Subaru of America Customer Care Is Structured

Subaru of America, Inc. (SOA) runs centralized Customer Care from its national headquarters to support owners across all U.S. Subaru retailers. Your servicing retailer is responsible for diagnosis and repair; Subaru of America Customer Care coordinates policy decisions, warranty coverage questions, goodwill reviews, recalls, and escalations that go beyond day‑to‑day dealership operations. Understanding this split is key: your first stop for mechanical issues is the retailer’s service department, while SOA steps in when policy or authorization is needed.

Customer Care interacts closely with regional field teams and Subaru retailers. When you open a case with SOA, they typically contact your servicing retailer, review technician notes, and align on next steps. Expect that many outcomes (goodwill, post‑warranty assistance, reimbursement) will depend on a verified diagnosis and maintenance history. Having documents ready speeds up decisions.

Direct Contact Details and Best Channels

The fastest way to reach Subaru of America Customer Care is by phone, followed by the secure online contact form in the MySubaru owner portal. Provide your 17‑character VIN, current mileage, and the name of your preferred Subaru retailer to keep your case moving. Hours can vary by season and holiday; check the website for current availability.

• Customer Care (Subaru of America): 1‑800‑SUBARU3 (1‑800‑782‑2783)
• Website (brand): https://www.subaru.com/
• Owner portal (MySubaru): https://www.subaru.com/owners.html and https://mysubaru.com
• Recall lookup (VIN): https://www.subaru.com/vehicle-recalls.html and the NHTSA site https://www.nhtsa.gov/recalls
• Corporate headquarters (for reference and official correspondence): Subaru of America, Inc., 1 Subaru Drive, Camden, NJ 08103

If you prefer written correspondence, start through the MySubaru contact form; SOA will provide the correct mailing address for your case type. For accessibility, you can use Telecommunications Relay Service by dialing 711 and asking to connect to 1‑800‑782‑2783.

What Happens After You Open a Case (Timelines and Escalation)

Upon contacting Customer Care, you will be assigned a case/reference number. Keep this number; it links phone calls, documents, and retailer updates. A representative will review your concern, verify vehicle details, and, when needed, consult with the retailer’s service manager and a Subaru field representative. Most next‑step guidance follows once SOA receives the retailer’s diagnostic findings.

If your situation involves safety, immobilization, or repeated repair attempts, clearly communicate the dates and repair orders involved. Escalation within SOA is based on case complexity, safety relevance, and prior repair history. While some matters are resolved quickly (e.g., clarifying warranty coverage), others—like goodwill requests or complex diagnostics—can require multiple business days to review after complete documentation is received.

Warranty, Roadside Assistance, and CPO Coverage at a Glance

New Subaru vehicles typically include a New Vehicle Limited Warranty of 3 years/36,000 miles (basic) and a Powertrain Limited Warranty of 5 years/60,000 miles, whichever comes first. Corrosion perforation coverage is commonly 5 years with unlimited miles. Emissions warranties vary by state and model; Partial Zero Emission Vehicle (PZEV) models may carry extended emissions components coverage in specific states—verify by VIN with SOA or your retailer.

Roadside assistance for new vehicles generally mirrors the 3‑year/36,000‑mile basic warranty term and provides 24/7 support for towing to the nearest authorized Subaru retailer, jump‑starts, lockout assistance, flat‑tire change, and limited fuel delivery. For the most accurate roadside contact number and entitlements for your vehicle, check your Warranty and Maintenance booklet, the roadside card in your owner’s packet, or the MySubaru app.

Certified Pre‑Owned (CPO) Subaru vehicles include a 7‑year/100,000‑mile powertrain plan (from the original in‑service date) and 24/7 roadside assistance for the duration of that powertrain coverage. Optional Subaru Added Security plans can expand component coverage and benefits; ask your retailer for contract terms applicable to your VIN and mileage.

Recalls, Service Campaigns, and TSBs—How to Check and Act

SOA Customer Care can confirm open safety recalls or service campaigns on your vehicle by VIN. You can also self‑check in minutes at Subaru’s recall page (https://www.subaru.com/vehicle-recalls.html) or on NHTSA’s official site (https://www.nhtsa.gov/recalls). Recall work is performed at no cost, but parts availability and scheduling can vary; use MySubaru or call your retailer for the earliest appointment, especially if a safety condition is involved.

Subaru also issues Technical Service Bulletins (TSBs), which provide diagnostic and repair guidance to retailers but are not recalls. TSB procedures are typically covered only if your vehicle is within the applicable warranty or coverage extension. If you suspect your concern matches a known TSB, ask your retailer to note the TSB number on the repair order; this helps Customer Care evaluate coverage or goodwill.

MySubaru and STARLINK: Faster Scheduling and Support

Creating or signing in to your MySubaru account (https://mysubaru.com) gives you direct access to digital service scheduling, recall status, maintenance records, and secure messaging. You can upload documents (repair orders, receipts, photos) to streamline SOA case reviews. If your vehicle is equipped with STARLINK Safety and Security, the app can share diagnostic alerts and location for roadside services after a breakdown.

Use MySubaru to select your preferred retailer, see upcoming service slots, and receive automatic reminders tied to mileage and time. When paired with Customer Care, this reduces phone tag and ensures the retailer, field representative, and SOA agent are referencing the same appointment times and case details.

Documentation Checklist and Tips for Faster Resolutions

Well‑organized documentation can significantly accelerate Customer Care reviews. Before you call or submit the online form, gather the items below. Clear photos or PDFs are sufficient; keep originals for your records. If you are seeking reimbursement or goodwill assistance, precise dates and itemized costs matter.

• 17‑character VIN and current odometer reading
• Owner name(s), address, email, and daytime phone number
• All relevant repair orders (ROs), estimates, and parts invoices with dates and mileage
• Maintenance records proving oil changes and services by mileage/time (retailer or independent)
• Photos or short videos illustrating the concern (odor, noise, warning lamps, leaks)
• Tow receipts, rental/loaner receipts, and travel expenses if you are requesting reimbursement
• For recall/campaigns: appointment confirmations and any parts‑on‑order notices from the retailer

When you speak with SOA, summarize the issue chronologically in 60–90 seconds, reference your repair orders by date, and state the specific outcome you are seeking (e.g., “goodwill coverage of part cost,” “rental reimbursement for 3 days,” or “expedited parts assistance”). This focus helps the agent route your case correctly on the first pass.

When You Disagree: Reimbursements, Goodwill, and Lemon‑Law Paths

Subaru of America can review reimbursements for certain recall or warranty‑related expenses when you paid out‑of‑pocket, provided you submit itemized receipts that show the VIN, mileage, dates, parts, labor, and tax. Timelines and eligibility depend on the program and whether work was performed at an authorized retailer. If you had emergency work done away from a retailer, keep all documentation; SOA may request inspection of replaced parts or photos.

“Goodwill” is discretionary assistance outside standard warranty—often considered for low‑mileage, well‑maintained vehicles just beyond time/mileage limits, or for concerns with multiple prior repair attempts. Goodwill is not guaranteed and typically requires a current diagnosis at a Subaru retailer and proof of recommended maintenance. Be clear about what you are requesting and why your circumstances merit an exception.

If you believe your vehicle qualifies under your state’s lemon law (commonly tied to a substantial defect with multiple repair attempts or extended out‑of‑service time within the first 12–24 months or 12,000–24,000 miles, depending on state), ask Customer Care to document your concern and consult your state’s attorney general or consumer protection website for exact procedures and timelines. Maintain complete records; lemon‑law criteria and remedies vary by jurisdiction.

Final Notes

For safety‑related issues, prioritize a retailer diagnosis and provide SOA the repair order number as soon as you have it. For non‑safety concerns, use MySubaru to track appointments and share documents with Customer Care. Accurate VIN‑based checks, complete documentation, and clear expectations are the quickest path to a fair outcome with Subaru of America.