Do not take your car to this service center. I should have paid attention to the bad reviews I found online but I did not and I have had the worst experience in customer service and vehicle service. Seriously, Firestone is excellent and there are locations near by.
11/2013 - I take my 2011 Buick Regal to the dealership because the air conditioner stopped working and the front drivers seat warmer stopped working. I also needed an oil change and tire rotation. The dealership determined my ac condenser was damaged ( I later learned this is a common occurrence in Buick vehicles). I was advised it would be $523 to fix the AC. Because it was nearing winter, I elected to wait until the next season to have it done.
TUESDAY 6/3/2014 - I call the dealership to make an appointment for service. An appointment for the following day 6/4/2014 at 8:30am was given to me for service.
WEDNESDAY 6/4/2014 - I arrive for my scheduled appointment and advise the service representative that I am there to follow up with the AC issue from my service in November. I was advised they would call me as soon as they got it to the back and let me know an estimated time it would be finished. At 3:36pm I had not heard anything so I called to see what was happening with my car. At this time I was told "we are still trying to see what is wrong with the AC". I reminded them that they had already done this process in November and was told "I'm glad you said that" even though I had already reminded them. I was told my car would not be done that day and they would provide a rental so I go to pick it up. When I arrived the service representative Scott asked me to come into his office to provide my insurance information for the rental. While I was there there was also another random customer just sitting in his office while he was gathering my personal information. I didn't think this was professional but I disregarded it. I was given a rental and told my car should be done the next day.
THURSDAY 6/5/2014 - at 4:27 I call to check on my car because I hadn't heard anything all day. The first call I was transferred to the service department and then hung up on me (this happened more than once...the phone system they have is TERRIBLE). I finally reached my service person, Scott. He advised me AGAIN that they "still haven't figured out what was wrong" I told him yet again that the issue had already been identified by them in November. At this point he replied, "oh...we'll...we....check out all the cars again". I was told yet again that I would hear from them the next day.
FRIDAY 6/6/2014 - at 1:16 pm I had not received a call from the service center as promised. I call and was ...again...accidentally hung up on during transfer. I call back and finally reach Scott the service representative and was told "they just don't know what is wrong with the AC". I asked him to look up my car service history while we were on the phone. He seemed surprised to see that the history very clearly stated that the condenser was damaged and needed to be replaced. At 2:48 I receive another call from Scott advising me to keep the rental for the weekend and they would try and figure it out on Monday. At this point I realize they just aren't listening to me at all.
MONDAY 6/9/2014 - I receive a call from Scott at Buick to tell me there is a nail in my tire and I would need a new tire. He advised the tire would cost $386. I'm not even going to get into what a terrible price that is. I have yet to be able to find a single tire for my regal that is that expensive. I advised him I would get the tire somewhere else not to replace it. He said ok and that he would call me later that day about the AC.
TUESDAY 6/10/2014- I don't hear from Buick all day long.
WEDNESDAY 6/11/2014- I have a missed call from Buick (at 3:28 pm) and a voicemail telling me my car is ready for pickup. I call them as soon as I leave work and the service center was closed for the day.
THURSDAY 6/12/2014- the calls from Buick start at 6:44am to tell me to pick up my car. I call at 10:34am to tell them I will not be able to leave work that day before they close and to see if I could pick the car up Friday. I was assured that would be just fine. 1:15pm, 1:47pm, 2:01pm, all missed calls from Buick. I call AGAIN to advise I could not pick up the car that day and was told AGAIN that it would be just fine.
FRIDAY 6/13/2014- I call Buick at 12:38pm to tell them I may not be able to leave work and get the car that day but I would definitely be there Saturday morning. I was assured again that this would be just fine. 5:13pm I receive a call from Buick with a voicemail that states if I don't pick the car up Saturday. I would be charged $100 per day. At this point I am disgusted with the customer service experience. This dealership had my car for SEVEN days before I could get anyone to give me call or answer then I receive harassing calls starting at 6:44am before they even open when they are ready for me to pick up my car and pay them. This type of customer service is unacceptable.
SATURDAY 6/14/2014- I go pick up my car and pay the bill $656.43 in full. I receive my car and leave the lot to realize that the change tray in the front console is completely missing. I go back to the dealership and was first told "well, no one would have been in the car". What a ridiculous thing to say. I know for a fact someone had to get in my car just to drive it to the mechanic. Unbelievable. So Scott leaves my car to go inside to retrieve a map of the inside of the console to make sure that this tray I'm talking about actually exists. This was extremely insulting. Also, how are you representing a company and you don't even know what the inside of the car looks like? I was told then that he would have to "look for it and he would call me later that day". Of course, I didn't hear from them.
TUESDAY 6/17/2014- still haven't heard from Buick. I call them at 3:44 and was advised they weren't sure what happened to it that "sometimes people come through their lot and take things out of cars at night" those were his EXACT words. I was advised he would speak to the service manager and call me the next day with a resolution. Can you believe I didn't hear from them AGAIN.
WEDNESDAY 6/18/2014 - I call Buick AGAIN and was told there was nothing they could do about the missing part. Never mind the fact that this tray had coins, a couple of pair of earrings and a necklace in it. It was CLOSED in the console so I never imagined someone would take it. I told them I at least wanted the part that came with the car replaced. I asked about replacing the items that we're in the console and was told "if you parked your car at the mall and someone took something out of it, you wouldn't sake the mall to replace it". You are right but I ABSOLUTELY expect my car to be secured when I leave it at the dealership to be serviced. He finally agreed to replace the missing tray.
Before I had this experience at this Dealership I was planning to upgrade to the 2015 Buick Regal. I will NEVER buy another Buick, Cadalliac or GMC vehicle because of the unbelievable and inexcusable service I received at this location. I never even once received an apology for the delay in service, the blatant mis information or the missing items from my unsecured car. Customer service is not difficult. You lost a customer that could buy any on your lot and now I will make sure everyone I know knows what a terrible and dishonest place of business this is.
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