Ivan Krnjic

I'm very careful giving critical reviews but when there's call for one I make every effort to be fair and objective. I brought my 2015 Subaru Outback to the dealer service department in November of 2022 call for one I make every effort to be fair and objective. I brought my 2015 Subaru Outback to the dealer service department in November of 2022 for repair of a faulty power hatchback. The initial cost exceeded $1200 and included replacement of a module, 2 sensors, and the lift motor. We made two trips back to SSHS after being told the repair had been completed. The first upon arrival I tested the button on the console, button on the fob, and button above the rear license plate. Nothing. Nobody bothered to check the hatch operation in the morning after calling us for the pick up so a wasted trip. After additional repairs were made, or should I say attempted, it did seem to be rectified and operated more or less as intended for approximately 3 months. At that point the auto hatch would begin to work normally one day and but not the next. I attempted resetting the program function per the owners manual, doing it several times and again the hatch operation was sporadic at best. This continued on until late summer when operation stopped completely I returned to the dealer service department. What followed can only be described as madding confusion . First it was a battery issue, insufficient voltage output I was told though no other power function in the vehicle was effected, not windows, door locks, sunroof, nothing. I did not feel at the time battery replacement was the best way forward but took the recommendation and had them install a Subaru battery costing $450 even thought I could have easily bought a reputable third party battery, one with an identical spec or better for half that. I would have lived with it if it actually solved the problem. It did not. So again I was called to pick up the vehicle and a second time nobody took the time to check the hatch function that morning and when showing up found the hatch inoperable. One event like this is shoddy but a second time it's just embarrassing and you begin to question the competency of the service associate. Our Outback remained in the shop additional days and in the end after replacing sensors and other parts covered under warranty from the first visit absolutely nothing changed. Nearly $2000 invested in repair cost without a repair. When all else failed I was told faulty hinges caused a misalignment between the hatch and vehicle body implying without actually saying so this was why the fix couldn't be made and I needed to take it to a body collision shop for repair. As I had completely expected the collision center estimator found no damage or evidence of misalignment even after the SSHS service techs wrenched on the hinge bolts which they admitted to me had been done. So where does that leave me now this service department has basically given up on the whole thing? Nearly $2000 invested in repair cost without a repair. I can't say that the effort wasn't made because it clearly was but that doesn't change the fact I still don't have an operational power hatch back. I asked the Service Manager two questions. Is this issue common with the 2015 Subaru Outback Limited vehicle I own and can this problem be fixed. His answer was the problem is not in his experience common and yes it can be fixed. Both answers are wrong. The power hatch back issue is common in the Outback for model years 2015 thru 2019, that's documented. Subaru was and is fully aware and has provided consumers no valid recourse for the defect which ultimately effects both trade in and/or resale value. So next can the problem be reliably fixed? All I know is when presented with a challenging technical problem every repair attempted was ineffective and I have nothing to show for it. I can't speak to anyone else's experience with the Sunset Hills Subaru Service Department, good or bad. But this was mine and I call it like I see it. You'll have to decide for yourself. More

Helpful 0

Report | Print

I was given a car loaner while my was being work. I was able to go to work the next day. I was able to go to work the next day. More

Helpful 0

Report | Print