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Kati Henshall
Kati Henshall, Service Advisor, Heritage Subaru Catonsville
4.4

Kati Henshall

Service Advisor

Heritage Subaru Catonsville

6624 Baltimore National Pike
Baltimore, MD 21228

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Industry Experience

2 yrs, 5 mos

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17 Reviews of Kati Henshall

July 26, 2018

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"Fast and friendly"

- Tiberon 18

I needed an oil change before going out of town and got it done within an hour of my call. Thanks for fast, friendly service.

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Yes
Jul 28, 2018

Heritage Subaru Catonsville responded

Hello, your wonderful feedback and rating mean a lot to us. If you have any further questions, please don't hesitate to reach out! Take care!

July 25, 2018

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"36000 mile check, oil change "

- Lovemysubaru

Appointments are easy to schedule. Although it took a little longer than I expected, my appointment started on time. Staff are all knowledgeable, welcoming, helpful, and caring about my car and my comfort while I was waiting. Thank you!

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Yes

Other Employees Tagged: Jennifer Cahill

Jul 27, 2018

Heritage Subaru Catonsville responded

Hello there, thank you; we appreciate all of your feedback! Please let us know if there is anything else we can do for you; we are more than happy to help!

July 18, 2018

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"False Charges and Cheating"

- kunalchu

I go for my 30000 mile subaru Legacy 3.6 R service. The website says it will cost about 265. After three hours the lady comes back and tells me that the cost of the service is more than 450. I am shocked for obvious reasons because only things they did was oil change tire rotation engine oil and a recall. Then she changes something on the computer and charges 307. I see the bill it says parts cost 60 dollars and the rest guess what. We are sitting there for 3 hrs. At the start I told the assistant that your website says 265 can you show me what it includes, and she is like ill get back. No communication again. They didn't even show you the multi inspection report or give you any insights as to how the car is. Horrible experience. Valvoline or good year would do a better job.

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No

Other Employees Tagged: Lejuan Robinson

Aug 04, 2018

Heritage Subaru Catonsville responded

Thank you for taking the time to review Heritage Subaru Catonsville. We appreciate your feedback. We apologize for your less than positive experience at our dealership, as this was never our intention. The price of the 30k mile Subaru Legacy can vary from $250 to $600 depending on the year and trim of the vehicle that was chosen online. We apologize that our website was not clear on the pricing of the service, and that your service took longer than expected. Our dealership has reviewed your feedback and will use this information to make our processes better. Heritage Subaru Catonsville would like to understand your situation in more detail but have been unsuccessful in locating your contact information. At your earliest convenience, please contact our Service Manager, Ryan Morse, at rmorse@mileone.com or 410.818.1053. Thank you for your valued input and we look forward to speaking with you soon.

July 12, 2018

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"New Ascent!"

- Zeppo

I bought a 2019 Ascent from Heritage and I couldn't be more pleased with the professional service I received. The car is great and the sales staff were amazing.

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Yes

Other Employees Tagged: Dan Rosenfeld, Steve Sherman, Kevin Riebert, Victor Hong

Jul 17, 2018

Heritage Subaru Catonsville responded

Thank you for your kind words and congratulations on your new 2019 Ascent! Please let us know if there is anything else we can do for you; we are more than happy to help!

July 12, 2018

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"Great service, fast, pleasant staff"

- RobP

Easy to schedule, service advisor was pleasant to work with and helpful, communicated issues with the vehicle very well, and the service was faster than expected. Definitely recommend!

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Yes
Jul 17, 2018

Heritage Subaru Catonsville responded

Thank you for taking the time to let us know how we did. Your recommendation means so much to us and we're so happy to have earned it. Thank you again for taking the time to let the world know about your positive experience. We hope you have a great day!

July 10, 2018

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" Maintenance check-up"

- SubCub711

Check-up, oil change and tire rotation done in an efficient manner. Service representative was thorough and helpful. Look forward to my next service appointment.

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Yes

Other Employees Tagged: Lejuan Robinson

Jul 17, 2018

Heritage Subaru Catonsville responded

Hello, thank you for sharing your positive experience! We hope to see you soon!

July 10, 2018

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"Terrible "

- Zanti9

The service I received was terrible. I had some We Owe You’s from when I bought the car. It took forever to get ahold of people and to schedule a time to come in. Apparently, a time was scheduled without me knowing an exact time which I could have never made it to because of work. I thought I would either hear from someone about a time or call after work and go by. Thankfully I had work and didn’t just drive up in morning because they did not have the part that they needed for key and I do not live or work close by. I got a call from service department around the time of my supposed appointment time saying they did not have the part. Once I finally got a hold of someone, Katie, it took forever to hear back. She was supposed to call me back but never did and it took me following up days later to find out they had the part in. Finally an appointment was scheduled. I get there and get rental car. I had planned to stay within area because I was told by the guy that scheduled it that it would be done that day and I had somewhere to be that night. It was getting later so I called to find out when it would be ready and was then informed it would not be ready that day. No one had told me that when I was there. So I stayed in area when I did not need to that day and then was late for where I needed to be that night. I did not hear from anyone next morning about my car. I contacted service department/Katie and finally got a voicemail back mid day that they had finished there part and it was being sent to detail and that she would call when it was done. So again, I am assuming I would have my car back and need to pick it up before close so I was planning my afternoon/evening around that. When I did not hear anything I called and left voicemail for Katie. Needless to say I did not hear anything that night or the next morning. I called in morning and I believe it was LeJuan said my car was ready and could be picked up. So I drove all the way there but when I got there she was not able to locate the paperwork and/or keys. I explained my terrible experience and LeJuan seemed to be trying her best to locate everything. She was also apologetic about my experience. Finally my car is ready but the seats were still wet and the car smelled very bad. They had to put plastic on seats for me to drive it home. I had to drive with windows down because of smell. I also had asked LeJuan for the results or report from having my car checked because of check engine lights being on and codes coming back. She was not able to give them to me as she said they were with Katie’s cars copy. I asked if they could be emailed and she said she would email them on Monday. She also said she talked to her manager and that he would be contacting me about my experience and that she would follow up as well. Monday came and went and I did not hear from anyone. I still have not received copy of vehicle check or an answer to why my check engine lights were on and codes came back. I have not had a follow up from Katie, LeJuan, manager, or anyone from Subaru. I had to drive in my new Subaru not knowing for sure that everything was okay with it to OCMD and WV which is an uneasy feeling. The experience was terrible all around. There was complete lack of communication, extreme difficulty getting in touch with people and scheduling service. Zero follow up and follow through. Ultimately terrible customer service.

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No

Other Employees Tagged: Lejuan Robinson, Warren Falden

Jul 27, 2018

Heritage Subaru Catonsville responded

Thank you for taking the time to review Heritage Subaru Catonsville. Your input and the feedback from all our customers is important to us, as we strive to meet then exceed your expectations. We are very disappointed to hear about your less than positive experience, and understand your frustration with our dealership. When you come to our dealership you should be treated as our number one priority, and should feel confident with your vehicle after your service. Our Director of Operations, Dan Matysek, has attempted to contact you to address your concerns, but has been unsuccessful in reaching you. At your earliest convenience, please contact Dan at dmatysek@mileone.com or 410.341.8604. Again, thank you for your valued input. We look forward to speaking to you soon.

June 30, 2018

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""Got the car I wanted." "

- teacher123

I went to the Heritage Subaru Catonsville Dealership to look at a used 2015 Subaru that I had viewed online. Steve Sherman took care of me. From getting the car for me to test drive to the time the sale was complete, Steve was great. He was knowledgeable, informative, helpful, and time efficient in a professional and personable way. I appreciate all that he did to make this experience exceed my expectations. I will recommend Steve and the dealership to anyone buying a car.

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Yes

Other Employees Tagged: Steve Sherman , Steve Sherman, Kati Henshall

Jul 02, 2018

Heritage Subaru Catonsville responded

Congratulations on your new car, and thank you so much for your recommendation! If you have any further questions, please give us a call. We're always happy to help!

June 24, 2018

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"Easy!"

- rrandolphd

Heritage of Catonsville offers great customer service! I come from a family of Subaru owners, we've had 11 over the years, so I have spent a fair amount of time in Subaru dealerships - I highly recommend working with the Heritage of Catonsville group! I have taken my 2010 Impreza here multiple times for service and repairs - Kati Henshall and her team are wonderful. I am always able to get an appointment quickly, my car is ready when expected, and the team keeps me in the loop about repairs, cost and timelines. Due to this, when Kati walked me through the options of what to do with that had 156,000 miles and needed $5K in repairs, I knew I was getting a truthful list of options and I felt comfortable with her opinion that a new car was my best, long-term option. The great customer service I've had in the service department absolutely carried over when purchasing a 2018 Forrester. Steve Sherman and Kevin Engle never rushed me in my decision and answered all of my questions. I never felt that I was being pushed to accept upgrades I didn't want/need and couldn't afford. I could not be happier with my experience and new car, and feel confident I will receive great service with oil changes and tune-ups to come!

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Yes

Other Employees Tagged: Dan Rosenfeld, Steve Sherman, Kevin Engle, Victor Hong

Jun 27, 2018

Heritage Subaru Catonsville responded

Thank you for your kind words and this wonderful review! We're glad to hear we delivered such a great experience. If there's anything further we can do for you, we are happy to help! Take care!

May 14, 2018

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"Kati Henshall is the best service advisor ever!"

- Trelina

Heritage Subaru, and Kati Henshall, took excellent care of my vehicle! They took the time to look over the entire vehicle, and explain the problems to me thoroughly. My vehicle was serviced in a timely manner, and now runs good as new!

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Yes
May 17, 2018

Heritage Subaru Catonsville responded

Trelina, we're glad you had such a wonderful experience with us! We hope to be of service to you again in the future. Best wishes, Heritage Subaru Catonsville

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