Al Serra Buick GMC

Spam email campaign to farm reviews. Service is slow. Techs took multiple visits to fix my issue. There's so many better local options. Service is slow. Techs took multiple visits to fix my issue. There's so many better local options. More

I want to love Al Serra, since they are local to us and we have bought many vehicles from them and used them for service. But after the last year, dealing with a massive, catastrophic engine failure on our we have bought many vehicles from them and used them for service. But after the last year, dealing with a massive, catastrophic engine failure on our 2018 Buick Encore, I just can’t do it this time. The vehicle was out of commission for FOUR MONTHS - undriveable and essentially in dry dock at the dealership - awaiting a full engine replacement. Thank goodness we had an extended warranty this time, otherwise the car would have been salvage or we would have been out over $9,000. In that time, we were very patient and (being automotive industry people) understanding of supply chain issues in getting a factory rebuilt engine from GM. We even (in hindsight stupidly?) bought another vehicle from Al Serra in that timeframe because we needed a reliable car for commuting and to travel to visit elderly parents in another state. But 99% of the time, WE were the ones to request updates and feedback on what was happening. And we were never, not once, offered a loaner. They should have offered to buy it back from us, as 4+ months of driveability on that paid-off Encore was not available to us. And warranty time on other components, such as the transmission and other key components, were consumed because it sat in the Al Serra lot. We are not litigious at all, but we were literally one more “sorry, nothing more we can do” service manager update away from consulting an attorney. I’m not sure if our vehicle was given lower priority because this particular one was purchased new from another GM dealer while we were working in another state, but all major service was performed by Al Serra on that vehicle thru its entire life as we commuted to and from Michigan. We finally have the vehicle back, and I’m scared to drive it. I’m so disappointed in this experience with Al Serra. I have received numerous emails soliciting my review of the dealership and have held off until we had resolution on the Encore. I wish I could rate them better for their service, but this was unnecessary stress to put valued and reasonable customers through. More

Robert Hoff needs some customer service training on how he speaks to people. I'll find elsewhere to go after 20 years of going to Al Serra. he speaks to people. I'll find elsewhere to go after 20 years of going to Al Serra. More