John Kennedy Subaru

John Kennedy Subaru responded

Thank you for the kind review and for recognizing Ryan. We love seeing our team members mentioned for making a customer's experience worthy of an excellent review like yours. Thank you again, and Enjoy Your Ride!

John Kennedy Subaru responded

Without knowing your name, we cannot investigate your claims or contact you to make amends. We can only go by the description you gave of your visit. After asking our team if they recognized a scenario like the one you described, we believe you are Sello Bodibe, who had a tire issue and was with the understanding that the warranty for the tires was still valid. If this review is from you, we are sorry, but the email we received from your warranty company clearly shows that your coverage was expired. While you were with your Service Advisor discussing the email he received, our Service Manager was on the phone at the adjacent desk, getting verbal confirmation from the warranty company to make sure we had accurate information on your account. They confirmed that the email was correct and said your coverage was no longer valid. We can only go by what we are told. We do not know how another dealer approved it based on what your warranty company told us, but if that is the case, we’re glad you found a better result. We would have loved to honor the warranty, but we could not move forward after getting double confirmation showing it expired.

John Kennedy Subaru responded

Nick, we are very sorry you received the experience you described in your post. Every day we strive to get things right, and we usually do; however, we did not with your visit, which is unacceptable. We understand your frustration and reluctance to do business with us in the future. If there's anything we can do to amend the relationship, our General Manager, Anthony Barone, would like to make this right for you. He is in today and can be reached at 610-239-2930 or by email at abarone@kennedyauto.com. We want you to know we appreciate you posting your experience. It has pointed out an area of needed improvement that we need to address. The only way we can improve upon the service we provide for our customers is through feedback like yours. Again, please accept our apologies, and we honestly would like the opportunity to earn back your trust.

John Kennedy Subaru responded

Thank you, JB, for the kind review and for recognizing Marie. We love seeing our team members mentioned for their part in making a customer's experience worthy of an excellent review like yours. Our goal is to make everyone's experience with us enjoyable and stress-free. It sounds like Marie accomplished that for you! Thank you again, and Enjoy Your Ride!

John Kennedy Subaru responded

Anne, thank you for giving Rob such a nice mention in your review. We're always delighted to hear someone describe a pleasant sales experience provided by one of our team members. Thanks again for recognizing Rob's help and we wish you many, many happy miles in your new vehicle. Enjoy Your Ride!

John Kennedy Subaru responded

Matthew, we’re sorry your experience did not go as well as you expected and as well as we would have liked. The Legacy you had an interest in was just traded days earlier. As we always do, we did our inspection and found that it needed new gaskets and a timing chain. We completed that work and put it on the lot to sell. After working on Subaru vehicles as long as we have, we can assure you that replacing a gasket to fix an oil leak and installing a new timing chain is normal for a Legacy with the mileage this one had on it. Your request for diagnostics to be run was not possible through our shop due to their workload with service customers. We welcomed the idea of you taking it to your mechanic to do the diagnostics, but we never heard back from you after you told us you would come in to pick it up. We understand that you have moved on, and we’re sorry that your experience was not as smooth as we usually offer.

Facebagel responded

Hey guys, so recap: I talked with your salesmen Rob extensively so before telling me I didn’t communicate and left out, you should read all of the texts I sent to your company line that the manager (Anthony) and salesman (Rob) could both see and referenced for this very issue. I explained this but to reiterate: I did text back and say that this car wouldn’t work as I needed Car Insurance to take the car for the day to pay my own way through an inspection. Seeing as though I didn’t have a car yet, it would be impossible to get car insurance for a car I don’t own to get tested. Secondly, This Legacy had about 40,000 miles on it. As a common rule of thumb, it suggested to expect a blowout/replacement gasket for a major issue/oil problem at around 100,000 to 150,000 miles. That is about 60,000 to 110,000 miles earlier than it should be for this type of issue. I have the report for the work done and I do not recall any mention of ‘gaskets’ being replaced so that raises more questions in my mind if the details said. Again, You should communicate with Rob and ask him more details because I talked to him extensively over text asking for answers. The idea that I just never communicated back is false and maybe more attention should be paid to your customers before you shoot back un-researched information. Communication is key, talk to your team and be more mindful. All in All, I wasn’t fond of all the excuses, the run around and especially the finger pointing for a simple diagnostics check that could have resolved everything in its place. I see this is not how the business is run in all facets which is why I moved on. I hope you have a great day and do better with future customers as I’ve seen quite a few on your Google reviews with 1 star. Thank You. Matthew

John Kennedy Subaru responded

Elizabeth, thank you for giving Anthony such a nice mention in your review. We're always delighted to hear someone describe a pleasant sales experience provided by one of our team members. Thanks for recognizing his help. We wish you many, many happy miles in your new Subaru. Enjoy Your Ride!

John Kennedy Subaru responded

It’s very disappointing you felt your experience with Anthony was unprofessional. Based on our staff’s reaction, it was not. He sat with you and your husband for only a couple of minutes before you expressed your disagreement with his trade offer. It was apparent that you did not like the offer because you immediately left the building upset. When Anthony asked your husband what he did wrong, he abruptly got up and followed you. Both Anthony and your salesperson, Zach, were perplexed. You have every right to disapprove of the trade amount we’re offering. If you feel that Anthony was unprofessional by doing that, that is a view you are welcome to. Like at any dealership, our decisions on trade values are not always accepted, but nearly every customer in that position has a cordial discussion with us, and we come to an agreement on almost every occasion. If you found the trade value you were seeking at another dealership, we’re happy you will be driving a Subaru. We feel strongly enough about Subaru and their products to be pleased when a new customer enjoys one. We wish you many happy miles in it!

John Kennedy Subaru responded

Thank you for your lovely review of how your buying experience was with us was. It's always pleasant for us to go through our reviews and see that we made a customer's experience enjoyable, especially during these times when inventory is sparse. We're glad that you found your exact Subaru with us, and we appreciate the recognition of Vanessa and Zach. We love seeing our team members being recognized in an excellent review. Thanks again, and Enjoy Your Ride!

John Kennedy Subaru responded

Rachel, based on the phone conversation you had with our General Manager, it appears there is nothing we can do. We addressed your review with your salesperson Rob and Sales Manager, Steve; however, both are confused about why you came away feeling disrespected. We understand your frustration when we could not agree to the deal you were hoping for, but we do not know how either Rob or Steve was disrespectful. Rob, your salesperson, has never had an issue like this. In fact, you’ll see multiple 5-star reviews with his name below. We have many, many female customers that give us wonderful reviews. Most of our buying customers are female. We honestly would not stay in the Subaru business if we conducted ourselves with female buyers in the manner you suggested. Again, we are sorry we did not provide the experience and price you hoped for.