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Unprofessional, not prepared to do servie work - cs3127
Extremely unprofessional and unprepared to deal with service issues. My 2018 outback lost all communication with heads-up display. No back up camera, no radio, no map, no sync..... nothing. Called for repair and only then did they tell me it was a recall. Had to wait a Month and a half, 6 weeks without display, camera, radio etc for the next available appointment. Drove the 4 and 1/2 hours to get to dealership only for them to tell me they did not have the recalled part in stock. Their justification was that they needed to see the car 1st. They were fully aware of what the problem was, they had already replaced many of these units for the defect. Why would you make the appointment if you were not 100% ready to do the repair? Why would they not be prepared? Unprofessional! After all, IT WAS A RECALL!!! They should have the replacement parts in stock prior to making appointments to replace them. So a 9 hour round trip wasted and 1 day lost. Now I need to take a second day off work and spend 9 hours driving plus waiting at the dealership for them to do something that should have been done right the 1st time. Shameful
Terrible experience after terrible experience... - SarahHerzberg
The end of November 2016 I received a notice from Subaru that my 2013 Outback had a recall for the windshield wiper motor. Shortly after that my driver side windshield wiper stopped working altogether, I assumed that the motor went out. On December 4th I called Kendall Subaru (they are the only Subaru dealer in Fairbanks, I didn't actually buy my Subaru there) to schedule an appointment to have the recalled wiper motor replaced. I explained that the wiper was currently not working and I needed it fixed as soon as possible as it's the only vehicle we have that my daughter's car seat can go in and I didn't feel comfortable driving in Fairbanks Alaska (in the snow) without a working windshield wiper. The scheduling lady told me the soonest available appointment was January 4, 2017. I asked if I could get on any kind of cancellation list and she said no. I asked if I went and had it fixed elsewhere if Subaru would reimburse me, she said no. I scheduled the appointment and meanwhile drove for a month without a driver side wiper. We had multiple snow storms during this time, I ended up missing a good friends wedding in Anchorage because I didn't want to drive without a wiper.
On Wednesday, January 4th I took in my vehicle and they told me they were pretty backed up so it would probably be two days, so they gave me a rental to drive until it was done. I didn't hear anything at all until the following Monday when the service dept. called me. They asked if I got an email over the weekend (they had sent it to my husbands old email account), I informed them I did not. The man then explained that the recalled part still hadn't come in and if we wanted to keep the rental vehicle while they waited for the part we would have to have them do work on the vehicle. He then explained about $550 worth of work they could do, I told them I didn't want them to do any of it, but would rather have had the part I took it in for fixed. I returned the rental vehicle and asked if I could schedule an appointment for when the part should be in. The service manager said he had no idea when the part would be in so I would just have to call in.
A week went by without any contact. My husband called and asked to speak to the general manager, they wouldn't let him but had them talk to one of the GM's assistants, Lesky. She was very helpful and had us come in the next day to get it looked at. We were there for five minutes and a mechanic tightened up some stuff in the wiper and it started working again (turns out it wasn't the wiper motor, really simple fix). Which also revealed that they never even tried to fix the wiper when it was in the shop before. We left and were told that the parts department would call us as soon as the recalled part comes in.
About a week and a half went by until we got a call from the parts dept. saying the part was in. So I called Lesky directly and had her schedule us in for two days later. Lesky called the morning of our appointment and said they actually didn't have the part. It is currently February 3rd and we still haven't heard a thing. I don't know if there is a possibility for this story to have a happy ending..I guess we'll see.
Overall, a terrible experience. Sorry for the novel.