Mauer Chevrolet — Local services in Inver Grove Heights

I can understand having issues with my new vehicle, kinks have to be worked out, but Mauer makes it a ridiculous process to get service work done. I came in for my first service appointment, and wanted some warranty work done. They told me I could either sit and wait for 3 hrs, or split it into two appointments. When I was sold the vehicle I was told that service taking longer than 2 hours would be accompanied by a loaner vehicle, but they told me no when I asked about it. I now have to drive across the cities to the dealer multiple times to have issues resolved (one of which was a dealer screw up because they installed my tonneau cover wrong), and I have to wait for 1.5 hrs each time at least. This is absolutely terrible customer service. The only reason I bought from this place was because of a single friendly salesman at the GMC dealership who treated me kindly when the salesman at the Chevy dealer treated me like I wasn't even there. Mauer has yet to have a redeeming quality other than Alex (the GMC salesman I purchased my Chevy truck from). At least I'm not getting charged for terrible service.

Edit after owner Response: I will stand by everything I said prior and add some more. Jake Mauer from the dealer reached out after I made the above posting and told me that their people were completely in the wrong and that they would make it right with no inconvenience at all to me. He took note of what was wrong with the vehicle and said someone would drive out to pick up the truck and bring a loaner instead of me having to drive back to the dealer. The day before the appointment, I discovered my vehicle had consumed over 2.5 quarts of oil in the 1000 miles since my Mauer serviced oil change. I dumped more in so that it was in the safe fill range, and when Jake called to confirm the appointment, I added this issue to the warranty work being done on my truck. When the employee came to my home to pick up the truck and leave me a loaner, he told me the loaner should have enough gas in it, but it had less than 1/8 tank. I commute 100 miles a day, so I have no idea how that could possibly have been an act meant to deliver on Jake's promise of "no inconvenience" to me. I was called later that day by their rude service manager Scott who proceeded to take a disrespectful and demanding tone with me, insulting my intelligence in asking if I "understand that soft tonneau covers move in the wind" (I have been driving pickups with soft tonneaus for half my life, of course I understand the difference between it moving and lifting up/filling with air). In the afternoon that day I was contacted by another employee who told me about the work done on my truck. When I asked about if the oil consumption problem damaged my engine and how the early reporting of this problem would work with the 100,000 mile warranty, he told me I must mean the 60,000 mile warranty because the long one only comes on the diesel half-tons. When I told him my truck is the diesel half-ton he was surprised and said he didn't realize that. How could you work on a vehicle assessing an oil leak and not realize it is a diesel? I now believe there may not have been an oil consumption issue, but rather that the incompetent techs at Mauer use the oil change kit for the 2.4L turbomax gas engine on my 3.0L duramax (both have the same oil filter and the difference in oil volume would explain why I was so low in just 1000 miles). This tech then told me they had to keep the truck overnight for a software install, and would call me the next day with updates on having it dropped back off at my house. One week later, I had still not heard from them and tried to call to understand where my truck was and what was happening with it. When I finally got through to someone, they told me the truck had been waiting outside for a week. No one had answers for me on the issues, and no one took responsibility for the terrible customer service. NEVER BUY FROM THIS DEALER!!! I can't believe this is the service given by a...

I called the Mauer service department on August 17th to schedule the first free oil change at 10:00 a.m. on August 24th. While on the call, the gentleman taking the call informed me there were 2 recalls on the vehicle. We included those to be taken care of on the same date. I asked if Mauer had loaner vehicles because I was traveling from 120 miles away. He told me I would not need one. When I got to the dealership on the 24th, Dale couldn't have been nicer! He was very polite, and helped me get checked in. I asked if the technician could check inside the truck to see if we possibly had a mouse nest. Dale seemed very knowledgeable and said it was likely that a mouse made a nest in the cabin filter and that they would check it and replace it if necessary. He said it would cost about $70. I told him that was fine. He asked if I was waiting for the vehicle, and I again asked if there was a loaner car. He indicated that the service would take a couple of hours, and would see if they still had a loaner available for me. Again, he tried to be very accommodating. After he finalized the check in and loaner, we walked out to the car. He immediately apologized for the smell inside the Trek and told me he could find me another if the smell was too much. I was only going as far as Woodbury, and I said it would be fine. I drove out of the dealership and was only 5 minutes down the road when Dale called and asked if I could leave my Silverado overnight. I literally laughed out loud, and told him I could, but I would need to go home, so would need a different loaner since the smell was indeed too much for a 4 hour round trip drive. He told me to come back and he would get me another. He immediately apologized upon my return to the dealership and said that my diesel truck needed at least 4 hours to fully cool before any work could be done. As he was working on another loaner, he repeated apologized for the inconvenience. At that point I was understanding, and although would have to travel a long distance home and back, I know mistakes can be made, so did not make a big deal at the time. Before leaving the dealership in the Impala loaner, I asked if I should return at 8:00 a.m. the next day. Dale told me it would likely not be done until after noon, and I should wait for a call. That seemed like a very long time for the service, but I just planned to leave home a little earlier hoping it would be done before rush hour. Dale called the next day about 10:30 to let me know it would indeed be done around 2:30. He called on the 25th at 2:42 to let me know the truck was done. When I arrived, Dale confirmed that the cabin filter was indeed chewed up and needed to be replaced. The cost came to just under $70. I said, "How do you feel about comping me that for the inconvenience of having to drive another 240 miles." He immediately said, "absolutely". No questions asked. I told him that I was disappointed that the dealership had my truck from 10 - closing on Monday, and the service was not finished until 2:45 the next day. He again explained that the vehicle needed to completely cool before the recall work could be done, and that it should have been explained to me when I made the appointment. I was super happy with the customer service from Dale up until the very end when he told me that I would get a survey, and if I could not say "completely satisfied", that I should just skip the survey. My mouth literally dropped open and I must have looked shocked, because he said, "Really, skip it." He called the next day to see if everything was fine with my service, and I reiterated how pleased I was that he was willing to comp the cost of the cabin filter. Customer service = good. Actual vehicle service = lacking. That is the reason for 3 stars. I do not need a follow up call from...

Updating my review due to the poor service we received just 3 months after we purchased our brand-new 2025 Chevy Traverse RS:

Our brand-new 2025 Chevy Traverse RS that we had for a little over 3 months had a bunch of lights come on and indicated a brake issue. Looks like there is a widespread issue with the master break cylinder on these vehicles.

We took our vehicle into Mauer and were told that loaners go through Enterprise Rental cars. We were given a 5-seater, cloth interior Chevy Equinox as a loaner after being assured we would be given a comparable vehicle to our 7-seater luxury tier Traverse. Later that same day we were able to get a Tahoe as a replacement, but that involved driving all the way back to Inver Grove from South of Lakeville. The entire day was spent dealing with this between making calls and driving to different locations. I was told to go to Apple Valley Enterprise for the Tahoe only to go there and be told to go back to Inver Grove and that the Tahoe was there. Unsure if this issue was on Enterprise or Chevy. Hours wasted. We also use our Traverse to tow and now no longer could move our boat. Enterprise doesn't allow you to use their vehicles for towing purposes.

The next issue is that we were given exactly 0 estimates on when our vehicle would be returned. We asked and got a shoulder shrug. Literally. The part needed was on back order (due to the widespread issue/demand I assume) and it was unknown whether it would be weeks or months to get our vehicle back. We called the service center after the first or second week without our vehicle. It went straight to voicemail, and our calls were not returned. We instead had to text the service person in order to get any type of response. We were never notified of updates throughout the ENTIRE process of Mauer service department having our vehicle in their shop. We had to call or text and ask. Communication was poor.

The ONLY reason for the 2 stars is because our salesperson Adam was so great. We just bought a new truck at Jeff Belzer for $94k and wish we could have given that sale to Adam but couldn't justify buying another Chevy or returning to Mauer after the service we received. Originally, this was a 5-star review. The original review of 5 stars (for Adam) is at the bottom of this new review.

Had we not had to fight for a comparable loaner that would actually accommodate our family and received reasonable communication throughout the service of our vehicle this rating would be much higher. It is understandable that vehicles have issues, but the response to these issues on a brand-new vehicle were beyond frustrating.

Originally a 5-star review: "We worked with Adam Voigt to purchase a new traverse. He was super knowledgeable and helpful! We had gone to two dealerships beforehand with subpar service. Adam went above and beyond to ensure we were happy with our decision and knew everything there was to know about our new car before we left....