Dealer Reviews
Service Reviews
Cars for Sale
Write a Review
Dealer Log In
Back

Maple Hill Auto Group

Kalamazoo, MI

4.6
5,138 Reviews
Call Dealership (269) 342-6600
View Awards

5622 W Main St.

Kalamazoo, MI

49009

Directions

By Type

5,138 Reviews of Maple Hill Auto Group

August 03, 2023

I feel like I was screwed! I signed the quote paper, when I went to leave I was charged $155 more for a diagnostic. They already knew that I had a heat shield rattle when I mad More

by SWILLIS333
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
No
Employees Worked With
Morgan Tassell, Sadie Pyle
Report | Print
Aug 03, 2023 -

Maple Hill Auto Group responded

I'm sorry that this was your experience. I spoke with our staff, and I believe I can provide some clarity to this situation. The paperwork you signed with the advisor when you brought your vehicle in was to approve the $155 diagnostic fee. There is always a diagnostic fee when we perform a service. Yes, we could a hear a rattle, but that itself does not tell the technician what needs to be replaced. Our technicians deserve to be paid for the time they spend working on cars, including the diagnosis. He could hear the rattle, but for the technician to find out where it's rattling, what is causing the rattle, what it's going to take to fix the rattle, he has to invest the time into inspecting the vehicle. and figuring out what is wrong, which is why we charge the diagnosis fee. You approved the $155 diagnosis fee, along with the $77.50 we were charging to have our technician retrieve the tools that you dropped. All of our diagnoses are estimated at an hour, which is why we charge an hour of labor for the diagnosis. We very rarely estimate a repair to be half an hour, and after speaking with the advisor who wrote your vehicle up, she is positive you were told an hour for the original wait time for the rattle diagnosis and half an hour for the technician to look for your lost tools. Once the rattle was diagnosed, your advisor informed you it would be another hour to fix the issue, so it does make sense that you had to wait a little over two hours for the diagnosis, repair, and retrieval of your tools. The technician did remove the under body shield, both fender liners, and looked in the subframe for the tools you dropped. He only found one, so worrying that he missed something, he then used the magnet to make sure nothing was missed. The technician did as you asked to look for your tools. Per your workorder, in the technicians words, "FOUND AN EXTENSION IN THE LEFT FENDER LINER, NOTHING ELSE. REMOVED UNDER BODY SHIELD AND BOTH FENDER LINERS. FOUND AN EXTENSION, BUT NO SOCKETS OR FUSE PULLER. LOOKED IN THE SUBFRAME AND FISHED AROUND WITH A MAGNET AS WELL." If there is anything else I can do for you or if you have any other questions, please feel free to reach out to me at any time. Thank you! Lena Grubb Customer Service Specialist 269-342-6600 lgrubb@maplehillauto.com

August 03, 2023

Appreciate the fact that for a second time I was not charged for trying to solve the issue with the brake clips that came from replacing the brakes in March. More

by MAC.SOHA
Service Time
Service Communication
Recommend Dealer
Yes
Employees Worked With
Lauren Armbruster
Report | Print
Aug 03, 2023 -

Maple Hill Auto Group responded

Thank you for the 5 star review. We value you as a customer and look forward to assisting you in the future.

August 03, 2023

Had to bring my car in 3 different times to fix the same issue over and over again More

by TAYLOR.L53.SCOTT
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
No
Employees Worked With
Hannah Seal
Report | Print
Aug 15, 2023 -

Maple Hill Auto Group responded

I apologize that this was your experience with our service department. We completely understand your frustrations, and I hope that after your last service visit, your car is back up and running smoothly. If there is ever anything that you need, please let us know. Again, I am truly sorry that this was the sequence of events that transpired after your initial visit for this issue. Lena Grubb Customer Service Specialist 269-342-6600 lgrubb@maplehillauto.com

August 02, 2023

Sam was AWESOME. Communication was excellent, timing was accurate and I felt 100% confident in my service team during my appointment. At other dealerships I feel like More

by SEAN.P.CLARK11
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes
Employees Worked With
Sam Lasher
Report | Print
Aug 02, 2023 -

Maple Hill Auto Group responded

Thank you, Sean, I'm happy to hear we met your expectations and look forward to assisting you in the future. Sam really is awesome and easy to work with.

August 02, 2023

Very nice people to work with. The wait was long but worth while but they are too far from my home More

by DUANE.BLAKELY
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes
Employees Worked With
Cassandra Westfall
Report | Print
Aug 03, 2023 -

Maple Hill Auto Group responded

Thank you!!

August 02, 2023

I felt the back end of my car was spotted and not as nice as when I brought it for service. One has to ask if the service was performed as poorly. On a positive note the check-in and pick up went very effici More

by EDOEHLER
Service Time
Service Communication
Recommend Dealer
Yes
Employees Worked With
Morgan Tassell
Report | Print
Aug 03, 2023 -

Maple Hill Auto Group responded

I'm sorry the car wash left spots on your vehicle and caused us to receive a 3 star review. I can assure you even though the car wash left spots on your vehicle our service technicians did a thorough job on your car. In the future you can request a NO WASH service appointment. Thank you for your feedback, we appreciate your business.

August 01, 2023

The only complaint I have is that the VIP oil change which was supposed to be $13.95 for as long as I owed the car was increased to $ 19.95. More

by doug2225
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes
Employees Worked With
Sadie Pyle
Report | Print
August 01, 2023

Friendly staff. Vehicle work done in a timely manner. Appreciated the use of a loaner car . More

by misterbeano59
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes
Employees Worked With
Cassandra Westfall, Lauren Armbruster, Morgan Tassell, Rebecca Shelton
Report | Print
Aug 02, 2023 -

Maple Hill Auto Group responded

Thank you!

August 01, 2023

Friendly and efficient. Drove in and was promptly greeted. She said the service would take one hour and it was spot on. More

by KREISBERGSTER
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes
Employees Worked With
Lauren Armbruster
Report | Print
Aug 02, 2023 -

Maple Hill Auto Group responded

We really appreciate you taking the time to give us your feedback. We look forward to assisting you in the future.

August 01, 2023

It was surprisingly enjoyable and Sam was very cordial and we had good conversation which was important being my first visit for service on my wife's Audi Q5. More

by jerrold.a.mcdougal
Service Price Transparency
Workmanship
Service Time
Service Communication
Recommend Dealer
Yes
Employees Worked With
Sam Lasher
Report | Print
Aug 02, 2023 -

Maple Hill Auto Group responded

Thank you, I'm happy to hear Sam was able to make you feel comfortable with our service department. We appreciate you taking the time to give us your feedback and look forward to assisting you in the future.

1
...
36
37
38
...
514