Kendall Honda Subaru & Toyota of Fairbanks

We at Kendall are very sorry to hear about the issues you are having with your Subaru Crosstrek HybridAs you were told when you visited the dealership, Kendall is working with Subaru of America to verify if there is a specific problem as well as devise a solution in the event that a problem
is identifiedAs was indicated to you when you called Subaru of America directly, the manufacturer indicates that your vehicle is functioning properly and there are no repairs that the dealership is able to execute on your vehicleWhile we at Kendall would like to assist you as much as possible, the concerns you have are something that is at a Manufacturer level with Subaru of America as opposed to a problem that was created here at the dealershipWith that said, we are committed to working with both you and Subaru of America to determine if there is an issue and a resolution in the event a problem is discovered

Complaint: ***
I am rejecting this response because: the vehicle has been seen different times for the same issueTHERE WAS NEVER ANY REPAIRS MADEThe battery was unplugged and plugged back inThe vehicle was sold to us here IN FAIRBANKSNot anchorage, not any of the lower states, HERE IN FAIRBANKSTHE VEHICLE HAS ONLY EVER NOT BEEN PLUGGED IN ONCE, and that was because there were no outlets to plug the vehicle intoThere were about other cars in the same parking lot that started up just fine after not being plugged inIt is unacceptable that we, and other consumers are being sold vehicles that Connor operate properly in the environment they are being sold inWe have had issues with Kendall not being able to produce the proper paper work that we needed after the vehicle was seenWe have voicemail to support thisThe paperwork that was given to us after he fact, has the incorrect dates and informationThis is in violation of Alaska State law RecordNot only are they in violation of that law, but also the lemon law.
Sincerely,
*** ***

[redacted] first contacted the Service Department of Kendall Subaru of Fairbanks in November of 2016 and notified service that upon start-up her vehicle would display a check engine light. One of our Subaru Technicians inspected the vehicle and found that there was a code for coolant temperate...

and all sensors were in working order. We allowed the vehicle to sit overnight to warm and all lights went off. We subsequently informed the customer that it appears the vehicle was not plugged in and that was necessary due to outside conditions. [redacted] then came into the store in December complaining that the vehicle would not start after she parked it outside while skiing. The vehicle was towed to the dealership. The vehicle was pulled inside and after being given time to warm up, immediately started. The vehicle was checked for fault codes and none were present. [redacted] was again instructed about the importance of plugging in, especially in the -20 temperatures. At this point, [redacted] contacted Subaru of America Customer Service and opened a case. After Subaru of America researched the information, they determined that the vehicle was operating as it should be and there were no problems. They notified both the dealer and the customer of their findings. Subaru of America determined the vehicle was not properly being cared for based upon conditions. Finally, [redacted] returned to the dealership in January complaining of starting issues, however she was able to drive the vehicle to the dealership. She informed us that her vehicle had been parked inside a heated garage and could not have been too cold to start. However upon plugging the computer into the vehicle, it was determined that the ECU detected the outside temperate as -35. Much colder than what would be present in a heated garage. Subaru of America was once again provided with the applicable information as [redacted] had contacted them again. Subaru of America informed Kendall that there was nothing wrong with the vehicle and to send the customer home. [redacted] indicated in her complaint that she reached out directly to Subaru of America and they indicated that the vehicle was operating as designed.  We don't believe that Kendall Subaru of Fairbanks is at fault in this matter per both the customer and the manufacturer. While it is unfortunate that the customer is having issues with their vehicle, it seems that plugging in the vehicle may solve the issue.

Complaint: [redacted]
I am rejecting this response because:Unfortunately it is a dealership issue. The dealership sold a car not suited for the area it was being sold, and when asked if it would work in our cold temperatures, my husband and I were assured it would. On top of that the complete run around we received from your business is horrible. Also your general manager, Morris, told us our car is not up to your standards. If I wasn't up to your standards why would you sell it?you guys sold me an unsafe, unreliable vehicle and assured me it would be perfect for Alaska, when it is clearly not. You as a business have a responsibility to fix your mistake. 
Sincerely,
[redacted]