NHTSA ID Number: 10232219
Manufacturer Communication Number: WRE-23R
TSB/Document Date: 2023-03-02
Summary
Subaru
of America, Inc. (Subaru) has initiated this new safety recall for certain 2023 model year Solterra vehicles to inspect the hub bolts and, if necessary, retorque them to the proper specification.
ATTENTION:
GENERAL MANAGER
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PARTS MANAGER
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CLAIMS PERSONNEL
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IMPORTANT - All
Service Personnel
Should Read and
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SERVICE MANAGER
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© 2023 Subaru of America, Inc. All rights reserved.
PRODUCT CAMPAIGN BULLETIN
APPLICABILITY:
SUBJECT:
2023 MY Solterra
Solterra Hub Bolt Torque
NUMBER: WRE-23R
DATE: 02/10/23
REVISED: 02/22/23
NHTSA ID: 23V-064
Subaru of America, Inc. (Subaru) has initiated this new safety recall for certain 2023 model year
Solterra vehicles to inspect the hub bolts and, if necessary, retorque them to the proper specification.
Until the inspection/remedy is completed, these vehicles should not be driven.
DESCRIPTION OF THE DEFECT AND SAFETY RISK
The vehicles included in this new safety recall had previously been contained at specific port
processing facilities for repair which included the replacement and tightening of the hub bolts
before delivery to Subaru retailers. The original hub bolts required replacement, because they had
characteristics that could cause them to loosen under certain conditions of vehicle use. A third-party
contractor was engaged to perform the repair work.
A certain contractor team did not properly complete the repair procedure resulting in the potential for
under-torqued bolts. Data indicates the recall population is limited to a certain contractor team at two
port locations; however, out of an abundance of caution, the recall population includes all vehicles
repaired at all port locations supported by the third-party contractor.
Under-torqued hub bolts could result in all the hub bolts on a wheel to loosen to the point where they
can detach. If a wheel detaches from the vehicle while driving, it could result in a loss of vehicle
control, increasing the risk of a crash.
REMEDY
For all potentially affected vehicles, Subaru dealers will inspect the hub bolts and, if necessary,
retorque them to the proper specification at no cost to the customer.
Until the inspection/remedy is completed, customers will be instructed not to drive their vehicle
and to make arrangements with their Subaru retailer to have the vehicle towed for inspection.
Towing will be provided at no cost to the customer.
CAUTION: VEHICLE SERVICING PERFORMED BY UNTRAINED PERSONS COULD
RESULT IN SERIOUS INJURY TO THOSE PERSONS OR TO OTHERS.
Subaru Service Bulletins are intended for use by professional technicians ONLY. They
are written to inform those technicians of conditions that may occur in some vehicles,
or to provide information that could assist in the proper servicing of the vehicle. Properly
trained technicians have the equipment, tools, safety instructions, and know-how to
do the job correctly and safely. If a condition is described, DO NOT assume that this
Service Bulletin applies to your vehicle, or that your vehicle will have that condition.
Subaru of America, Inc. is
ISO 14001 Compliant
ISO 14001 is the international standard for
excellence in Environmental Management
Systems. Please recycle or dispose of
automotive products in a manner that is friendly
to our environment and in accordance with all
local, state and federal laws and regulations.
Continued...
Bulletin Number: WRE-23R; Revised: 02/22/23
Page 1 of 12
AFFECTED VEHICLES
A total of 1,182 U.S. Subaru Solterra vehicles will be affected by this recall, as listed below:
Model Year
Carline
Production Date Range
2023
Solterra
March 30, 2022 – June 4, 2022
Not all vehicles in the production range listed above are affected by this recall. Coverage must be
confirmed by using the Vehicle Coverage Inquiry function on subarunet.com prior to repair. This
information is now available.
RETAILER RESPONSIBILITY
Please be advised that it is a violation of Federal law for a dealer to deliver a new motor vehicle
covered by a recall under a sale or lease until the defect is remedied. Therefore, any Authorized
Subaru Retailer failing to perform the applicable service procedures to correct all affected
vehicles in their inventory prior to the vehicle being placed in service may be subject to civil
penalties of up to $22,423 per violation (i.e., for each vehicle), as provided in 49 CFR §578.6
and will also be in breach of the Subaru Dealer Agreement.
Any vehicles listed in any recall/campaign that are in retailer stock must be:
•
Immediately identified
•
Tagged or otherwise marked to prevent their delivery or use prior to repair
•
Repaired in accordance with the repair procedures outlined in the Product Campaign Bulletin
Retailers are to promptly perform the applicable service procedures, to correct all affected vehicles in
their inventory (used, demo & SSLP). Whenever a vehicle subject to this recall is taken into retailer
inventory necessary steps should be taken to ensure the recall correction has been made before selling
or releasing the vehicle.
OWNER NOTIFICATION
Subaru will notify affected vehicle owners by first class mail on or about March 1, 2023.
REQUIRED TOOLS:
•
A ½ Inch Digital Torque Wrench with a Calibration within 12 months. The Snap On® 1/2” Drive
TechAngle® Electronic Torque Wrench (15–300 ft-lb) is shown below as an example.
Continued...
Bulletin Number: WRE-23R; Revised: 02/22/23
Page 2 of 12
•
If wheel removal and installation is required, a wheel stud pilot pin can be used to help prevent
the wheel from falling and prevent damage or injury. A recommended wheel stud pilot pin set
can be purchased through the Subaru Tools and Equipment site. Solterra requires a 14 X1.50
wheel stud pilot pin.
https://www.subaruretailersolutions.com/equipment/product/15828
SERVICE PROCEDURE / INFORMATION:
REMINDER: Customer satisfaction and retention starts with performing quality repairs.
IMPORTANT NOTE: This procedure requires a total of three (3) torque checks. An initial check
at 90 ft-lbs to see if additional inspection is required followed by two (2) different patterns (star and
circular) of 103 ft-lbs. Every wheel bolt should receive a total of three (3) torque checks to complete
the recall with a final torque of 103 ft-lbs.
STEP 1: Mark every bolt and wheel using a water-based paint marker or waxed pen so any
movement of the bolt will be visible. Ensure you mark both the bolt and wheel in a straight line, so
any change can be identified after torque is applied to the bolt.
Continued...
Bulletin Number: WRE-23R; Revised: 02/22/23
Page 3 of 12
STEP 2: Using a Digital Torque Wrench, set the torque wrench to 90 ft-lbs (122 Nm).
CAREFULLY torque ALL wheel bolts on ALL wheels in the pattern shown below.
STEP 3: Inspect each wheel bolt identification mark for a deviation from the identification mark on
the wheel. If any of the wheel bolts required tightening or showed movement based on the marks,
before reaching a torque value of 90 ft-lb (122 Nm), mark the bolt head using a water-based paint
marker or waxed pen.
CAUTION: DO NOT allow the vehicle to move while performing this procedure. Vehicle
movement may cause an inaccurate torque result.
Did any of the wheel bolts move before reaching a torque of 90 ft-lbs (122 Nm).?
YES – Proceed to STEP 4.
NO – Proceed to STEP 7.
Continued...
Bulletin Number: WRE-23R; Revised: 02/22/23
Page 4 of 12
STEP 4: Remove each affected bolt one at a time and inspect the wheel and bolt for any signs
of damage, reinstalling and torquing each bolt to 103 ft-lbs. after each inspection detailed in the
following Steps. See the example images below.
STEP 5: Is there any damage detected on any of the affected wheel(s)?
YES – Replace the affected wheel(s) and the associated bolt(s) and proceed to STEP 7.
NO – Proceed to STEP 6.
STEP 6: Is there any damage detected on the affected bolt(s)? Check for damage to the O-ring or to
the conical washer or threads would indicate a need to replace the bolt(s).
YES – Replace the affected bolt(s) and proceed to STEP 7.
NO - Proceed to STEP 7.
IMPORTANT NOTE: When wheel or bolt replacement is required, a detailed QMR (Quality
Monitoring Report) with clear photos MUST be submitted for claim approval, the following must be
added to the QMR:
• An itemized list of each part and quantity that requires replacement.
•
Pictures identifying each individual wheel or bolt that has damage.
*Pictures of bolts can be combined if the failure can be identified on each bolt in the
picture, but each failed bolt on the replacement parts list must be pictured. (Example: When
requesting 5 bolts, there must be a picture of 5 bolts)
•
-VOR Order Number.
Continued...
Bulletin Number: WRE-23R; Revised: 02/22/23
Page 5 of 12
STEP 7: Adjust the Digital torque wrench to 103 ft-lbs (140 Nm).
CAREFULLY torque ALL wheel bolts in a star pattern to 103 ft-lbs (140 Nm). as shown below.
NOTE:
•
Follow the tightening order as shown in the illustration below
•
The number 1 bolt is always closest to the air valve and the movement is clockwise
•
Do Not continue to tighten the bolt once the torque is reached
STEP 8: CAREFULLY torque ALL wheel bolts to 103 ft-lbs (140 Nm) a second time in a clockwise
circular pattern starting at the bolt closest to the air valve. This procedure will confirm the proper
torque value has been reached.
NOTE: DO NOT allow the vehicle to move while performing this procedure. Vehicle movement
may cause an inaccurate torque result.
SERVICE PROGRAM IDENTIFICATION LABEL:
Type or print the necessary information on a Campaign Identification Label. The completed label
should be attached to the vehicle’s upper radiator support. Additional labels are available through
normal parts ordering channels. The part number is MSA6P1302, which comes as one sheet of 20
labels.
Continued...
Bulletin Number: WRE-23R; Revised: 02/22/23
Page 6 of 12
CLAIM REIMBURSEMENT AND ENTRY PROCEDURES:
Credit to perform this recall will be based on properly completed repair order information. Retailers
may submit claims through Subarunet.com.
Labor Description
Labor Operation #
Labor Time
INSPECT/TORQUE ALL WHEEL BOLTS
A113-130
.2
INSPECTION/TORQUE - REPLACE ONE OR ALL
WHEEL BOLT
A113-139
.4
INSPECT/ TORQUE - REPLACE ONE OR ALL
WHEEL BOLT, ONE WHEEL R&R
A113-146
0.7
INSPECT/ TORQUE - REPLACE ONE OR ALL
WHEEL BOLT, TWO WHEEL R&R
A113-147
1.0
INSPECT/ TORQUE - REPLACE ONE OR ALL
WHEEL BOLT, THREE WHEEL R&R
A113-148
1.3
INSPECT/ TORQUE - REPLACE ONE OR ALL
WHEEL BOLT, FOUR WHEEL R&R
A113-149
1.6
Fail Code
WRE-23
Mobile Service:
The torque procedures outlined in this campaign can be performed by mobile technicians. If any
further work is required such as wheel or bolt replacement, the vehicle must be transported to a
retailer for further completion of the campaign.
Rental for remote inspection
When performing the inspection remotely, SOA will allow a $50 reimbursement of one SSLP/CPO
per day, per technician, when completing multiple mobile recall inspections. Rental used for remote
inspection should be submitted as Policy Adjustment and should NOT be included when submitting
the recall claim. Please carefully review the information below to regarding how to submit a Policy
Adjustment claim for a CPO or SSLP vehicle used by a Technician.
CPO Rental Reimbursement for remote inspection
When a CPO vehicle is being used for a remote inspection, a Repair Order should be opened for the
CPO VIN for the day in use. Service Manager, Service Director or their designee must sign repair
order in lieu of a customer signature. Record VINs repaired while using the CPO vehicle. The CPO
vehicle will be reimbursed at $50 per day, once per day. Fuel is not included.
Please use the guide below when submitting your claim:
•
VIN: The claim should be entered using the CPO VIN used by the technician.
•
Claim Type: Policy Adjustment
•
Alternate Transportation: Enter $50 in Alternate Transportation area in the claim.
Continued...
Bulletin Number: WRE-23R; Revised: 02/22/23
Page 7 of 12
•
Claim Specific Data: SOA Amount field= enter $50
Customer Last name: enter CPO
Customer Zip Code- use retailer zip code
•
Claim Notes: The claim notes must include the RO#, Job, VIN and Recall Claim ID for each
customer inspection completed that day.
•
Please use the labor operation and fail code information below:
Claim Type
Labor Operation #
Labor Description
Labor Time
Fail Code
Policy Adjustment
A101-102
Rental Only
0.0
RNT-00
NOTE: If wheel and/or bolt replacement is found to be required upon inspection, towing should be
set up to get the vehicle into the retailer for parts replacement. While the retailer can work with the
customer to provide a loaner vehicle, a CPO vehicle cannot be used by a customer as a loaner vehicle.
SSLP Rental Reimbursement for remote inspection
When a SSLP vehicle is being used for a remote inspection, a Repair Order should be opened for the
SSLP VIN for the day in use. Service Manager, Service Director or their designee must sign repair
order in lieu of a customer signature. Record VINs repaired while using the SSLP vehicle. The SSLP
vehicle will be reimbursed at $50 per day, once vehicle per day. Fuel is not included.
Please use the guide below when submitting your claim:
•
VIN: The claim should be entered using the SSLP VIN used by the Technician.
•
Claim Type: Policy Adjustment
•
Alternate Transportation: Enter $50 in Alternate Transportation area in the claim.
•
Claim Specific Data: SOA Amount field= enter $50
Customer Last name: enter SSLP
Customer Zip Code- use retailer zip code
•
Claim Notes: The claim notes must include the RO#, Job, VIN and Recall Claim ID for each
customer inspection completed that day.
•
Please use the labor operation and fail code information below:
Claim Type
Labor Operation #
Labor Description
Labor Time
Fail Code
Policy Adjustment
A101-102
Rental Only
0.0
RNT-00
NOTE: If wheel and/or bolt replacement is found to be required upon inspection, towing should be
set up to get the vehicle into the retailer for parts replacement. While the retailer can work with the
customer to provide a loaner vehicle, a CPO vehicle cannot be used by a customer as a loaner vehicle.
Continued...
Bulletin Number: WRE-23R; Revised: 02/22/23
Page 8 of 12
Please be aware of the following SSLP Administration Requirements under this Program:
•
An SSLP Service loaner contract must be opened in WebDrive when a retailer is using it
for remote inspection or when left with a customer to be used when additional repair is
necessary.
•
Customers must sign SSLP loaner contract for any SSLP vehicles left in their possession.
•
Each Service loaner contract opened and closed will count towards overall SSLP retailer
incentive utilization and individual vin utilization.
•
The retailer must utilize Subaru SSLP vehicles; rental units from outside rental companies
(ie: Enterprise, Hertz, etc.) are not eligible for the $50 per day reimbursement.
IMPORTANT REMINDERS:
•
SOA strongly discourages the printing and/or local storage of service information as previously
released information and electronic publications may be updated at any time.
•
Always check for any open recalls or campaigns anytime a vehicle is in for servicing.
•
Always refer to STIS for the latest service information before performing any repairs.
Bulletin Number: WRE-23R; Revised: 02/22/23
Page 9 of 12
IMPORTANT SAFETY RECALL
This notice applies to the VIN below
Subaru of America, Inc
PO Box 9103
Camden, NJ 08101-9877
844-373-6614
www.subaru.com
Subaru Safety Recall WRE-23
NHTSA Recall ID 23V-064
February 2023
Dear Subaru Owner:
This notice is sent to you in accordance with the National Traffic and Motor Vehicle Safety Act.
SUBARU OF AMERICA, INC. has decided that a defect, which relates to motor vehicle safety,
exists in certain 2023 model year Solterra vehicles.
You received this notice because our records indicate that you currently own one of these vehicles.
DESCRIPTION OF THE DEFECT AND SAFETY RISK
The hub bolts that attach the wheels to your vehicle may have been under-torqued prior to delivery
to the Subaru dealership where you purchased or leased your vehicle. Under-torqued hub bolts could
loosen to the point where the wheels could detach.
If a wheel detaches from the vehicle while driving, it could result in a loss of vehicle control,
increasing the risk of a crash.
WHAT SUBARU WILL DO
Subaru will inspect the hub bolts on your vehicle and, if necessary, retorque them to the proper
specification at no cost to you.
WHAT YOU SHOULD DO
Please do not drive your car until this recall repair has been performed by an
authorized Subaru retailer.
You should contact any authorized Subaru retailer (dealer) to have your vehicle towed to them for
this recall repair, at no cost to you. For your convenience, your retailer may provide you with a
loaner or rental vehicle at no cost until the repair can be performed.
If you prefer to make alternative arrangements for having your vehicle towed to your retailer, you
may contact the Subaru Roadside Assistance Program at 1-800-261-2155.
HOW LONG WILL THE REPAIR TAKE?
The time required for this repair is less than 30 minutes. Your retailer can provide you with a better
estimate of the overall time for this service visit, as it may be necessary to make your vehicle
available for a longer period of time for scheduling purposes.
OWNER INFORMATION
Government regulations require that recall notifications be sent to the last known owner of record.
That information is based primarily on state registration and title data. If you are a lessor of this
vehicle, federal regulations require you to forward this notice to your lessee within ten days.
If you have moved or sold your vehicle, please update this information online at www.subaru.com,
select ‘Customer Support,’ then select ‘Address Update’ or ‘Ownership Update’ from the “Quick
Links” menu.
IF YOU HAVE PREVIOUSLY PAID FOR A REPAIR
If you have already paid for repairs associated with this condition, you may be eligible for
reimbursement. Reimbursement consideration will be based on the amount an authorized Subaru
retailer in your area would charge for the same repair.
Please send the original service repair order, which has the name of the repair facility, date of repair,
mileage at the time of repair, complete 17-digit vehicle identification number (VIN), and your name,
with correct mailing address and telephone number to the address listed below:
Subaru of America, Inc.
Customer Advocacy Department, Attention: WRE-23 Recall
P.O. Box 9103, Camden, NJ 08101-9877
Please send original receipts only and retain a photocopy for your records. Please be assured that we
will attempt to process your reimbursement request as quickly as possible, but it may take up to 60
days for this process to be completed.
IF YOU NEED FURTHER ASSISTANCE
To locate the nearest Subaru retailer, you can access our website at www.subaru.com and select ‘Find
a Retailer.’
For additional information, please go to: http://www.wre23.service-campaign.com.
If you need additional assistance, please contact us directly:
•
By e-mail: Go to www.subaru.com and select “Customer Support”
•
By telephone: 1-844-373-6614
Monday through Friday between 8:00 a.m. and 7:00 p.m. ET
•
By U.S. Postal mail: Write us at Subaru of America, Inc.
Attn: Customer Advocacy Department
P.O. Box 9103, Camden, NJ 08101-9877
To subscribe to the NHTSA Recall Notification email System, please go to: https://www-odi.nhtsa.
dot.gov/nhtsa/subscriptions.
Please contact us immediately if the Subaru retailer fails or is unable to make the necessary repairs
free of charge.
You may also contact the Administrator, National Highway Traffic Safety Administration (NHTSA),
1200 New Jersey Ave., SE, Washington, DC 20590 or call the toll-free Vehicle Safety Hotline at
1-888-327-4236 (TTY: 1-800-424-9153) or go to http://www.safercar.gov if you believe the Subaru
retailer has failed or is unable to remedy your vehicle without charge within a reasonable amount of
time.
Your continued satisfaction with your Subaru is important to us. Please understand that we have
taken this action in the interest of your safety and your vehicle’s proper operation. We sincerely
apologize for any inconvenience this matter may cause and urge you to schedule an appointment as
soon as possible.
Sincerely,
Subaru of America, Inc.
A subsidiary of SUBARU CORPORATION
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TSB/Document ID: WRE-23R
Replacement Service Bulletin Number:
MFR Communication Date: 2023-02-22
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: WHEELS
MFR Component System:
MFR Component Subsystem:
Previous TSB | Next TSB |
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