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Maple Hill Auto Group

Kalamazoo, MI

4.7
5,137 Reviews
Call Dealership (269) 342-6600
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5622 W Main St.

Kalamazoo, MI

49009

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5,137 Reviews of Maple Hill Auto Group

December 06, 2021

Timely and efficient service. Courteous employees. Seemed a little rushed but still took time to answer any questions. More

by RDCWATSON
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Hannah Seal, Che Lopez
Report | Print
Dec 09, 2021 -

Maple Hill Auto Group responded

Thank you for your review. If there is ever anything else we can do for you, please let us know. Lena Grubb Customer Service Specialist 269-342-6600 lgrubb@maplehillauto.com

December 04, 2021

Recently purchased a new Subaru Outback from Maple Hill and the experience was excellent. From the initial inquiry to picking up the vehicle, everyone I interacted with was professional and helpful. Woul More

by MALINJR
Customer Service
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Phil Lawrence, Kevin Poffenberger, Matt Taylor
Report | Print
Dec 06, 2021 -

Maple Hill Auto Group responded

Thank you for taking the time to leave us a review, we really appreciate it. I am happy to hear you had a good experience here in our sales department. If there is anything else we can do to further assist you, please don't hesitate to give us a call. Morgan Tassell Customer Service Representative Mtassell@maplehillauto.com 269-342-6600

December 03, 2021

Excellent service..love the updates..very knowledgeable sevice techs..very happy Subaru owner..Thanks Connie More

by Connie
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Cassandra Westfall, Lauren Armbruster
Report | Print
Dec 03, 2021 -

Maple Hill Auto Group responded

Thank you for taking the time to leave us a review, we really appreciate it. I am happy to hear you had a good experience here in our service department. If there is anything else we can do to further assist you, please don't hesitate to give us a call. Morgan Tassell Customer Service Representative Mtassell@maplehillauto.com 269-342-6600

December 03, 2021

Friendly staff and well stocked waiting rooms give the illusion that your vehicle service will be completed timely and correctly. But if you “drop off” your car at 8am for a two hour service, they will co More

by RPJOHNSON78
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
No
Employees Worked With
Hannah Seal
Report | Print
Dec 06, 2021 -

Maple Hill Auto Group responded

Hello! I apologize for all of your frustrations, and I think I can help. I believe a lot of this can be resolved with some explanations of how our shop runs a day to day routine. If your vehicle is scheduled as a drop off appointment, we do plan on it being here all day. While the repair itself may only take a couple of hours, it does get worked in throughout the day. People who schedule their vehicles as a waiting appointment do take priority because they are physically here waiting for their vehicle. Because of this, we only schedule a few waiting appointments per day, and people who opt to wait for their vehicles while they are being repaired usually have to wait several weeks longer to get an appointment. I apologize if this was not fully explained to you when you scheduled and dropped off your vehicle, but when you schedule to drop your vehicle off, the time you drop it off is just that, a drop off time. I hope this clears up a drop off vs waiting appointment for the future. Labor times are book times. If the procedure code says a service is a certain labor time, that is the amount of time you pay for. It's the same situation as if you were to go to the doctor for an office visit and spend an hour, you pay the same as the person after you who only spent 20 minutes. You pay the same amount for labor on these services, no matter how long the car is in for service. If the repair takes 3 hours or 6 hours, you pay the same amount. Labor for these service is also at a discounted rate. Labor on the service you paid is 4.5 hours. The labor amount is $95. Because of this you pay $427.50 in labor. If we only charged you for the 3.5 hours your car was being serviced, we would charge you our retail labor rate, which is $140, equaling out to $490, so you do save money by us using a procedure code for those services. We also usually have more than one technician on the vehicle when preforming these maintenances to help expedite the time your vehicle is in for service, which can also explain why it did not take the full amount of time. Unfortunately, the battery does have to get disconnected for major maintenance, such as the one you had done. When a battery is disconnected, it's possible for those things to need to be reset, and we usually try to make sure all the settings are stored, however that's not always the case. I apologize that all of your settings had to be redone, but if it ever happens again, let us know and we would be more than happy to help you reset them. If there is anything else I can help with, please let me know. Thank you! Lena Grubb Customer Service Specialist 269-342-6600 lgrubb@maplehillauto.com

Dec 06, 2021 -

RPJOHNSON78 responded

Lena As much as I appreciate your efforts to explain my comments, your misleading and flawed logic is aggravating. Your comparison of auto service with medical services is misleading but expected. Only one technician signed off as having worked on my vehicle. This would negate the excuse that multiple people worked on my vehicle. You had my vehicle in your shop for 3.5 hours and according to your records the same mechanic worked on a warranty issue for 1.5 hours of that time. So your telling me that it's customary for you to "book" 4.5 hours to complete services that only take 2 hours ? Or, as my service document indicates, you didn't complete the entire list of services that were supposed to be completed? I'm still left feeling cheated by Maple Hill, Subaru

Dec 09, 2021 -

Maple Hill Auto Group responded

I'm not sure how the comparison is misleading. You go to the doctor to maintain your health, you bring your car to a technician to maintain the health of the vehicle. The comparison is very similar, and a completely logical one to make, especially when trying to explain the use of book times and procedure codes for services. A technician may have an apprentice helping him, but even if one technician was working on your vehicle, it is possible for him to get it done faster than the book time allows for. We do block off 4.5 hours worth of time in our shop, if that is what the procedure code calls for because we don't want to overbook our technicians. We do this with all of our services and don't schedule over a set amount of hours per day, allowing plenty of time for all services to be done. I can assure you that our technician completed the entire list of services, unless stated otherwise on your paperwork. I'm sorry you feel cheated, but we do our best to make sure we keep things fair for all of our customers and employees. If you would like to discuss things further, I would be more than happy to talk to you. Thank you. Lena Grubb

December 03, 2021

Always taken care of in a most professional manner, if it is buying a car or coming in for service. Great staff Jim!!! More

by K-9SHINES
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Victor Heckman, Lena Grubb, Che Lopez, Mike Simmons
Report | Print
Dec 03, 2021 -

Maple Hill Auto Group responded

Thank you for taking the time to leave us a review, we really appreciate it. I am happy to hear you had a good experience here in our service and sales departments. If there is anything else we can do to further assist you, please don't hesitate to give us a call. Morgan Tassell Customer Service Representative Mtassell@maplehillauto.com 269-342-6600

December 03, 2021

Jake was excellent to work with; he was very helpful, kind, and responsive. This was my first car purchase and Jake made me very comfortable and did not rush the process. I recommend. More

by KEMMERL4
Customer Service
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Kevin Poffenberger, Jacob Prieto, Matt Taylor
Report | Print
Dec 03, 2021 -

Maple Hill Auto Group responded

Thank you for taking the time to leave us a review, we really appreciate it. I am happy to hear you had a good experience here in our sales department with Jake. If there is anything else we can do to further assist you, please don't hesitate to give us a call. Morgan Tassell Customer Service Representative Mtassell@maplehillauto.com 269-342-6600

December 03, 2021

They were ready for me at appointment time. Requested maintenance was done promptly. They advised of one other item I was not aware of so glad to have that addressed as well. More

by PRYSO
Customer Service
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Che Lopez
Report | Print
Dec 06, 2021 -

Maple Hill Auto Group responded

Thank you for taking the time to leave us a review, we really appreciate it. I am happy to hear you had a good experience here in our service department. If there is anything else we can do to further assist you, please don't hesitate to give us a call. Morgan Tassell Customer Service Representative Mtassell@maplehillauto.com 269-342-6600

December 03, 2021

I love this dealership. Everyone are very friendly. Matt Williamson is fantastic and very knowledgeable. He addressed all my concerns and acted with high ethical standards. I loved my new Legacy 2022! Tha More

by RMLABRA
Customer Service
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Matt Williamson, Kevin Poffenberger, Matt Taylor
Report | Print
Dec 06, 2021 -

Maple Hill Auto Group responded

Thank you for taking the time to leave us a review, we really appreciate it. I am happy to hear you had a good experience here in our sales department with Matt. If there is anything else we can do to further assist you, please don't hesitate to give us a call. Morgan Tassell Customer Service Representative Mtassell@maplehillauto.com 269-342-6600

December 03, 2021

Just like surgery.... only not nurses that came out to give me progress reports on what was happening and what needed attention. Also brought the part that needed to be replaced for me to see for myself. More

by MVANTASSELK
Quality Of Work
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Amie Freeman, Lena Grubb
Report | Print
Dec 06, 2021 -

Maple Hill Auto Group responded

Thank you for taking the time to leave us a review, we really appreciate it. I am happy to hear you had a good experience here in our service department. If there is anything else we can do to further assist you, please don't hesitate to give us a call. Morgan Tassell Customer Service Representative Mtassell@maplehillauto.com 269-342-6600

December 02, 2021

Very friendly and informative. Was treated with respect and had no issues with the purchase of the car. More

by JPC033
Customer Service
Friendliness
Price
Recommend Dealer
Yes
Employees Worked With
Ryan St Clair, Tom Farho, Victor Heckman, Jeff Daniel
Report | Print
Dec 03, 2021 -

Maple Hill Auto Group responded

Thank you for taking the time to leave us a review, we really appreciate it. I am happy to hear you had a good experience here in our sales department. If there is anything else we can do to further assist you, please don't hesitate to give us a call. Morgan Tassell Customer Service Representative Mtassell@maplehillauto.com 269-342-6600

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