My Review Of #1 Cochran Buick GMC of Robinson:
I want to start off by saying the sales process was excellent when we were purchasing our 2008 Yukon from Pat McKitrick as well as our 2010 Buick LaCrosse from Justin Taylor. We were also very happy with how Oak Moser treated us and made the finance process a speedy and simple one.
Recently we traded in our Dodge Dakota as it was starting to have many electrical issues and my job requires me to have a reliable vehicle as I service telephone and network customers around supporting Military health.
When it comes to the service department, I have some issues that I hope are addressed. First off, Vince Osthoff has been an excellent service advisor for me personally and has treated me professionally as he got to know me but I truly feel that the service advisors in general seem annoyed or bothered when I bring either of our vehicles in for service. Another observation I have is around your processes with how the overall service experience is in regards to scheduling. It seems like the scheduling system is "broken" as I have to restate what is wrong with my vehicle and I have to "Prove" there is an actual issue. I am not the expert, your service technicians are. I find it very difficult to believe that when I "hear" or "feel" something wrong with my vehicle that these "experts" can't seem to find anything wrong. Again, my vehicle is my lifeblood to my job so I cannot be constantly taking my vehicle in when the issues just pop up. I take note of the issue, provide in detail what I experienced and provide it to the service scheduling system so there should be very little question.
For instance, the first visit I stated my Yukon's driver's side window would make a loud squeal when the window was rolled down. But because they couldn't replicate the issue, it was simply ignored. But when it was colder and I took our vehicle in for service a second time for the windshield wiper system, it made the noise and attention was given to it.
Furthermore, we bought our Yukon as a Certified used vehicle. So we have the 12 month "Bumper to Bumper" warranty so I would expect something like a bad fog light or fuel system service would be included as part of that. If I really am expected to have to pay almost $200 on a fuel service for a vehicle that is supposedly certified, covered by a "BUMPER TO BUMPER" warranty, and we have only had a few months that it would be covered. If I am going to pay that, I will take it to Sears Auto service where frankly I get much better service and the technicians go above and beyond to identify and resolve my issues.
Two weeks ago, the battery died on the Yukon. I took it to the local auto parts store and found the battery was no good and would no longer take a charge. Instead of having to "fight the battle" that I feel I have to do every time I bring my vehicle to your service department, I simply bought a new battery on my own.
On my recent visit I noticed a service advisor almost lecturing customers on what they should do and not being understanding of customers. Again, YOU ARE THE PROFESSIONALS and should act so accordingly. The advisor was interrupting a customer when the customer was stating that they were looking at the oil life percentage and the advisor was adamant that that should be ignored. It is all about the delivery of the message and the tone of the message and this is where I see a failure.
I truly hope that your internal systems of scheduling get better and MOST IMPORTANTLY the customer service interactions are more towards the customer rather than against them get much better.
In closing, I simply cringe when I have to schedule service as I know what I am about to walk into. So much so, that we are looking to trade in our 2010 LaCrosse (Still under certified warranty) for something else as no one in your service department can't seem to locate the issue on a vibration, noise and the stabilitrak system pops up an error message every now and then and I really don't want to exert the energy trying to prove there is an issue. I am tired of dealing with this problem.
I truly hope this message is conveyed in the proper manner.
My ratings above are combining the sales and service experience.
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#1 Cochran Buick GMC of RobinsonAdded:
4/17/2013 3:21:02 PM
We understand your frustration if your service experiences have not met your expectations. We are sincerely sorry if you haven't received the first-class service you certainly deserve.
We've tried to reach out to you, but we haven't heard back. Please know we are here to discuss any issues you may have and look forward to the chance to restore your faith in #1 Cochran.
#1 Cochran Customer Care