Kendall Subaru of Fairbanks

4.3 out of 5 4.3

Reviews

4.3 out of 5 4.3
51 lifetime reviews. A dealership's rating is calculated by averaging scores from reviews received in the past 24 months.
  • 1.0 out of 5
    May 13, 2020

    I had an unfortunate first experience with Kendall Subaru of Fairbanks that has left me with the impression that their service department is not trustworthy.... In January 2020, I received a letter from Subaru corporate notifying me of a Takata Airbag Inflator safety recall on my passenger side. I called Kendall Subaru of Fairbanks shortly afterwards, initially was told by the service advisor that there were NO open recalls on my vehicle, and had to convince them that the letter I received was legitimate. I was then scheduled for the earliest available appointment of May 13, 2020. Due to safety concerns that the service was scheduled almost four months out, I asked to be placed on a call-back list for any earlier appointments. I was never contacted prior to the scheduled service date. Today, May 13, 2020, I brought my 2011 Subaru Outback in for the safety recall service. Upon pickup, I was recommended by their service advisor, David Bolt, to have my power steering, brake fluid, transmission fluid, and front/rear differential fluids changed because they were dirty. When I notified Mr. Bolt that I had many of the aforementioned fluids changed within the last two weeks, he quickly backtracked that the recommendations were being made because of my Outback's current mileage. Mr. Bolt then proceeded to direct me to the incorrect vehicle in the parking lot. Upon finding my vehicle on the other side of the building, I noticed that a figurine of sentimental value that had been on my dashboard that morning was missing. I searched in my glove box, middle console, underneath the seats, and underneath all floor mats to no avail before notifying Mr. Bolt. Mr. Bolt assured me "this is something that happens all the time" as he attempted to personally locate the figurine in my vehicle without success. Upon giving my recommendation that they have all customers remove personal items from the dash for similar repairs and verbalizing my exacerbation, Mr. Bolt walked away from me back into the dealership. I feel like I now have legitimate trust concerns with their service department. After my experience I spoke with their service manager, Michael, over the phone about my concerns with the missing figurine, the inappropriate recommendations from his service staff, and my lack of trust that the airbag inflator repair was even performed. Even after that conversation, I feel obligated to take my Outback to a third-party shop to ensure that the passenger air bag inflator was replaced. I cannot recommend enough that you steer clear of Kendall Subaru of Fairbank's Service Department.

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    Customer Service
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    Quality of Repair
    3.0 out of 5
    Overall Facilities
    Not Applicable
    Buying Process
    Does not recommend this dealer
    Came in for service or repair
    Did not make a purchase
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    Dealer Response

    Hello Taylor, our General Manager, Jaclyn, will be reaching out to you shortly to address your concerns regarding your vehicle and recent . Thank you ...and we look forward to speaking with you.

  • 2.0 out of 5
    June 12, 2018

    Contacted this dealer, ready to buy. Took forever to close deal. No consideration for our time and never even an apology from salesman for a 5 hour wait... at dealership. For all the customer appreciation they spew on website and phone hold, we did not see it. Car is great, dealer really didn’t care about us buying there at all. It should have been easier and when you say you will pay for the shipping of documents, you should do that. Returning calls is a good plan too. Did nothing to make up for delays or time wasted.

    2.0 out of 5
    Customer Service
    Not Applicable
    Quality of Repair
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    Overall Facilities
    1.0 out of 5
    Buying Process
    Does not recommend this dealer
    Shopped for a new car
    Did make a purchase
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    Dealer Response

    We are disappointed to hear that you did not have a more positive experience with us at Kendall Subaru of Fairbanks. We appreciate you bringing this e...xperience to our attention. Please reach out to our General Manager, Jaclyn Browning, so we can work towards a resolution. Jaclyn can be reached at (907)458-1273. We look forward to speaking with you soon.

  • 5.0 out of 5
    October 22, 2015

    very easy system to drop off my car and pick up a rental, very friendly staff no rush to get you out of the way at the end of day willing to answer questions....

    5.0 out of 5
    Customer Service
    5.0 out of 5
    Overall Facilities
    Does recommend this dealer
    Came in for service or repair
    Did make a purchase
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  • 5.0 out of 5
    October 14, 2015

    Did the work requested and called us to let us know other things about the car...battery needed replacement.

    5.0 out of 5
    Customer Service
    5.0 out of 5
    Quality of Repair
    5.0 out of 5
    Overall Facilities
    Does recommend this dealer
    Came in for service or repair
    Did make a purchase
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  • 5.0 out of 5
    October 12, 2015

    Fast service with nice people. Buying was easy and stress less. Clean facility.

    5.0 out of 5
    Customer Service
    5.0 out of 5
    Quality of Repair
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    Overall Facilities
    5.0 out of 5
    Buying Process
    Does recommend this dealer
    Shopped for a new car
    Did make a purchase
    0 people out of 0 found this review helpful. Did you?
  • 5.0 out of 5
    October 9, 2015

    I have always gotten outstanding service, well-explained and with fair prices.

    5.0 out of 5
    Customer Service
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    Quality of Repair
    5.0 out of 5
    Overall Facilities
    Does recommend this dealer
    Came in for service or repair
    Did make a purchase
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  • 4.0 out of 5
    October 8, 2015

    Friendly, courteous people who do a wonderful job of servicing vehicles.

    4.0 out of 5
    Customer Service
    4.0 out of 5
    Quality of Repair
    4.0 out of 5
    Overall Facilities
    Does recommend this dealer
    Came in for service or repair
    Did make a purchase
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  • 2.0 out of 5
    October 5, 2015

    I called at 3,000 miles to make an spot for my oil change. When I called, I was told to make an appt at 5,000 miles because they had used synthetic on... my last oil change. I thought that was odd, because I didn't think they switched me to synthetic the last time. I did as they said and came back at 5,000 miles. When I took my car in, they asked me what kind of oil I wanted to use. I told them synthetic, since that's what they used last time. The woman was looking in the system and told me that they had actually used standard last time. I told her that I tried to make an appt 2,000 miles ago and was told not to. I told her I was pretty irritated about what had happened, she apologized and asked if I knew the name of the person who told me I had used synthetic, which I did not. I was not very happy with what happened, good thing my engine didn't burn

    2.0 out of 5
    Customer Service
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    Quality of Repair
    Does recommend this dealer
    Came in for service or repair
    Did make a purchase
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    Dealer Response

    Hey Rebecka- We wanted to reach out to you and apologize for your experience with our service department. This issue looks like a definite miscommunic...ation on our end, and we¿d like to make things right. Could you please reach out to our service manager, Frank Sturdevant, at 907-458-1230? We look forward to resolving this with you and serving you better in the future. Thanks so much for your review & bringing this to our attention! ¿ The Kendall Subaru of Fairbanks Team

  • 5.0 out of 5
    September 28, 2015

    Good work. A bit less than quoted price. Car runs better than ever.

    5.0 out of 5
    Customer Service
    Does recommend this dealer
    Came in for service or repair
    Did not make a purchase
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  • 1.0 out of 5
    September 21, 2015

    My last oil change was less than satisfactory. After leaving 4 messages asking if I could use a coupon they sent me, I finally got a confirmation and made... an appt. They overfilled my oil which necessitated another trip and another hour to take out. Charged me for 6 qts of oil when my car takes 5.1 and would not adjust the price. Told me my coupon did not cover the service (after they had confirmed it would!) I sent a letter to their customer service dept and never received so much as an email back. NOT a happy customer and am spreading the news.

    1.0 out of 5
    Customer Service
    1.0 out of 5
    Quality of Repair
    3.0 out of 5
    Overall Facilities
    Does not recommend this dealer
    Came in for service or repair
    Did make a purchase
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