Dealership Experience
6 yrs, 8 mos
Industry Experience
6 yrs, 8 mos
241 Reviews
Write a Review241 Reviews of Lena Grubb
March 01, 2019
Questionable Customer Service I purchase my Audi 2006 from a Couple who took excellent care of this car. They gave me tons of documentation to prove it. I had no reason to believe I purchase my Audi 2006 from a Couple who took excellent care of this car. They gave me tons of documentation to prove it. I had no reason to believe they sold me a lemon. It was a blizzard the day I drove it home - so they FILLED the tank and CALLED to make sure I arrived home after driving from Indianapolis. I had the tires replaced/and oil changed as needed - I am very cognizant of doing at least the basic to keep a car running at it's optimal. When my partner decided to barbeque in the garage with my baby in it - it cost me 2300 hundred dollars to repair - but I didn't mind. It was stupid human error (mine and his). Routine oil changes/brake system management/proper octane gas - kept me moving happily. That all changed when the recall notification came and parts were scarce to say the least. Appointments were canceled and reset for repair - 45 minutes into maintenance - I'm informed the part needed is not available. A morning wasted - but I kept my chin up, because things can happen and its nobodies fault. FINALLY, Pearl (that's my car's name) is scheduled for repair - it's a good thing too because strangely her oil light is on and I recently (3wks prior) had it changed at the Audi Dealership. So, I drop her off one early, bright, crisp morning and hitched a ride to work, all the while dreaming of what I would do when they called to tell me she was ready for pickup. Suddenly, rain, wind, and snow appeared from nowhere as my fellow co-workers gawked out the window. I begin to worry about Pearl and if I will ever see her again. FINALLY, a call came through my line around 4:30 pm to tell me not only was Pearl not ready - but a "MESSAGE" had been left with the driver to pick me up. Saddened, baffled, and confused - Steve tried to explain that a staff member had fallen and severely injured himself - I tried to sympathize, but at that moment I had to figure out how I would get to Pearl and pick my grandson up by six. Eventually, I hunted down a supervisor - had to explain my situation - and pray the end of my day would go smoothly. Lena, dear Lena was the ONLY one that day who understood my pain and anguish. She made me feel Maple Hill Auto would honor its request for customer satisfaction - besides I really like Scott and felt that he would have done things differently if he had a choice. But the Audi Service Supervisor---two thumbs down! FINALLY....Third times a charm...Pearl is ready for her big day - I explained previously to Lena about the frequent oil light - NEVER, NEVER, NEVER experienced that before - and as I mentioned earlier - the previous owners were diligent about her welfare as I too. I reasoned a simple fix - perhaps something was tighten or replace from the original oil change - NOPE - service tells me I have oil spewing out of just about every hole made - REALLY?! and charge me 130.00 dollars for the review. More
February 26, 2019
Warranty problem being solved It was my third visit to Maple Hill for the same problem of a sluggish power window. Over the weekend the window failed to close for an hour during 1 It was my third visit to Maple Hill for the same problem of a sluggish power window. Over the weekend the window failed to close for an hour during 10 degree weather. On Monday I stopped by the service department detailing the failure I experienced. At first the advisor said that since the window was working, Suburu corporate policy prevented them from doing anything. Since I suspected it was a faulty window regulator, I asked if a technician could at least inspect it. She complied and it turned out my suspicions were correct. The service writer graciously apologized and the necessary replacement parts have been ordered. The multiple visits to correct a problem were .really not the fault of the dealership but a Suburu corporate culture which requires absolute proof before they reimburse the dealer for warranty service. I credit the service technician who proactively approached the issue without regard of the restraints that Suburu attempts to impose on his profession. Kudos also to the Maple Hill dealership for an outstanding physical facility and customer waiting area. More
Other Employees Tagged: Che Lopez
February 21, 2019
Great service and staff. Highly recommend this dealership for sales and service. Sales staff is very knowledgeable on their products same as the service departmen and staff. Highly recommend this dealership for sales and service. Sales staff is very knowledgeable on their products same as the service department. More
Other Employees Tagged: Michael Zinger, Victor Heckman, Jon Gates, Rick Milbeck, Nick Hodgson , Chad Dechnik, Dalton Royer, Greg Vinstra, Steve Westra
February 20, 2019
oil change/ tire rotation Feb. 2019 I wait at the dealership during oil changes on my Subaru. The wait time was reasonable, about an hour. They have greatly improved in that area. They a I wait at the dealership during oil changes on my Subaru. The wait time was reasonable, about an hour. They have greatly improved in that area. They are always friendly and helpful. More
Other Employees Tagged: Cassandra Westfall, Andrea Darnell , Heather Crummel, Misty Figg, Amie Freeman
February 15, 2019
Thank you for the detailed and quick service Thank you so much fir getting our vehicle serviced so quickly. Know that we appreciate you. The service advisor kept us updated during the service. Thank you so much fir getting our vehicle serviced so quickly. Know that we appreciate you. The service advisor kept us updated during the service. More
Other Employees Tagged: Andrea Darnell
February 11, 2019
everything went wonderfully all of the people: Phil, Lena, nd Cassandra are good people and easy to work with. I am always pleased with how things turn out in the service depart all of the people: Phil, Lena, nd Cassandra are good people and easy to work with. I am always pleased with how things turn out in the service department. More
Other Employees Tagged: Cassandra Westfall , Phil Lawrence
January 31, 2019
Service completed in timely manner The staff at Maple Hill were courteous and friendly. I was thankful for the warm cup of coffee while I waited. My vehicle maintenance was completed be The staff at Maple Hill were courteous and friendly. I was thankful for the warm cup of coffee while I waited. My vehicle maintenance was completed before the promised time. More
January 30, 2019
Great service I took our Subaru Forester in for its 55,000 mile check. Making the appointment was easy, and I was in and out in record time! Great service. Nice I took our Subaru Forester in for its 55,000 mile check. Making the appointment was easy, and I was in and out in record time! Great service. Nice people. More
January 30, 2019
Finally, an honest dealership/mechanics! We have taken our Subaru’s in for front end alignments to a ‘closer’ dealership. They have NEVER done this important job right. Finally, decided to ma We have taken our Subaru’s in for front end alignments to a ‘closer’ dealership. They have NEVER done this important job right. Finally, decided to make the farther trip to Kalamazoo. The work was done promptly and professional correct. They did the multipoint also and came up with no additional maintenance fixes unlike the ‘closer’ Subaru dealership. They would always try and sell us something not needed very unethical on their part. More
Other Employees Tagged: Cassandra Westfall, Andrea Darnell , Heather Crummel, Misty Figg, Amie Freeman
December 25, 2018
great service delivered on time i arrived for my appointment they took care of maintence scheduled at that time had issue with tire pressure in tire they checked and found a nail and i arrived for my appointment they took care of maintence scheduled at that time had issue with tire pressure in tire they checked and found a nail and repaired at a reasonable price and was in and out at time promised More
Other Employees Tagged: Jeff Daniel , Heather Crummel