Subaru of Keene

Subaru of Keene responded

We are very sorry this customer was disappointed. Like fine wine, we will not sell a car until it's time. As soon as a car gets traded in, it will display its presence on our website and affiliate sites such as autotrader.com, cars.com, etc., within 24 hours. As you might expect, when people trade in cars they are often dirty, out of gas, and in desperate need of servicing. On average, we can spend up to $1000 or more on a car BEFORE we place it on the "front line" to be sold. In this case, the car had just been traded in and a mechanic was working on a "check engine light" problem when the customer came in. (This is why we could not find the keys - the car was on a lift being worked on by a mechanic.) Servicing was not complete, the car had not been detailed, and it was not ready to be shown. We recommend that customers call ahead to make sure a specific pre-owned car is available. Had we known she was coming in to see that car, we would have moved the car to the head of our service list and had it serviced, cleaned, gassed, and ready for showing. We will NOT show a dirty car in need of repair because chances are, no one would want to buy it, and it's also a poor reflection of our quality work. Subaru of Keene has the highest customer service ratings of any Subaru dealer serving the Tri-State area and we have a 99% Customer Satisfaction Rating from AAA.

Subaru of Keene responded

Due to the nature of the repair, which was covered under the manufacturer’s factory warranty, inspection from a factory rep and authorization was required. Repair was performed according to Subaru of America specifications. Customer was given many extras including free loaner car during the entire time, additional services and full reconditioning of vehicle to compensate for his inconvenience. Nature of the repair left a negative stigma about the vehicle in general which prompted customer to trade vehicle. Subaru of Keene leads our Subaru New England District in customer satisfaction for the 3rd straight year and holds the #1 position in Subaru’s Circle of Excellence. Subaru of Keene is also a Subaru Stellar Performer and was just named by AAA as an Approved Repair Facility with a 99% Customer Satisfaction Rating.