Lena Grubb | Page 25

Unsatisfied Customer I’ve owned 3 Subarus and have very been pleased with the products. However, my recent customer experience at Maple Hill service was not very good. I’ve owned 3 Subarus and have very been pleased with the products. However, my recent customer experience at Maple Hill service was not very good. I had rodent damage in the dash of the car and filed an insurance claim. I decided that only a Subaru tech could do this job and took it to Maple Hill. What I tho't would take a few days, took 2 weeks to get the job done, though it wasn't done well. Being without my car for 2 weeks was very inconvenient especially since I live 24 miles away. 1. I was asked to bring my car in on a Tuesday 1/30/18 at 8:00 am. It sat for 3 days or more untouched. When no one contacted me. I called a few times to inquire but did not actually talk to anyone and get answers so I left messages. I had to drive to the dealership in a borrowed car to get information about my car. 2. On the first visit, I talked to the service mgr. who informed me that they couldn't work on it because the tech was sick. I get that but why not call me so I can use my car until the tech returns or give me a loaner? 3. I called several times thereafter and left VM messages over the 2 week period. Only twice do I recall someone actually returning my calls. 4. Once they finally did remove the dash it was left that way for a week or so. I was told they were waiting on the insurance adjuster to show up. So I called my insurance agent and he said they had no record of Maple Hill contacting them. All they needed to do was send an estimate to the insurance claims. It was all very confusing. 5. Not getting my calls returned, I had to drive to the dealership again to check on the progress and get answers as to why it was taking so long. I was told they were awaiting parts which I understood. I asked for a rental since the job took so long but was told they didn't have one. 6. I finally got the car back 2 weeks later. Once the car heated up the rodent smell in the defrost still remained. I’m reluctant to bring it in again—even more so because it was an insurance job and they will likely not pay for a second visit. 7. Lastly, the car was dirty inside, especially the windshield. It was scuffed up in my line of sight. The door panels were dirty. My GPS was not reattached to the windshield but scattered around the inside of the car. As you can tell I’m not satisfied. The odor is bad and the lack of customer service and communication were poor. This kind of customer service would not fly at my workplace. I’m not sure if MH is understaffed or inexperienced but something needs to change if you want the service department to be world class. I’ll be reluctant to bring my vehicle in any time soon. More

Helpful 0

Report | Print