My Review Of Cavender Buick GMC:
I purchased a used 2007 GMC Yukon a year ago due to needing a larger vehicle. I had a 2007 GMC Envoy that I traded. The Yukon I purchased had high mileage but I was confident that Cavender/GMC sells reliable vehicles and can service the vehicle if there were any issues.
I am one who takes in my vehicles for regular maintenance like clockwork. I noticed I my low oil light came on about 200 miles before the suggested 3,000 miles oil change. I took my Yukon in right away to be looked at and explained the low oil light and my concern. I have a habit of asking my service rep to be sure to let me know if the mechanic finds anything that he thinks needs to be addressed to take care of it. I am a big believer in taking care of issues before they are issues. And clearly I had confidence in Cavender GMC that they would address any issues head on especially when I clearly was a repeat customer and never questioned what they suggested I have done to my vehicle. The low oil light continued to come on anywhere from 400 to 200 miles before my required scheduled oil change suggested on the sticker on my windshield put there by the Cavender Service Person, in which I believed I could trust to ensure my vehicle would get the attention it needed to continue to run smoothly. Because that’s what they do for a living, right? Wrong! I reported this problem and did whatever service they suggested to fix this issue. Starting in January 2012 until December of 2012. I even called to discuss my concern thinking bringing my vehicle in on a Saturday was too hectic and if I had a complete conversation explaining my concern more attention would be given to the problem. I called and spoke with David Lust and thought I had expressed my concerns to his understanding but all David could say was all of this is within GMC guide lines. WHAT! GMC, GMC! General Motor Corporation says its within their guide lines to have to add oil after only being driven 2,500 miles? If that is really the case I was ready to write a letter to GMC and advise them to shut down their factory because those guide lines were ridiculous! I ended my conversation with David and decided I had to take my vehicle in and talk face to face with someone. And that even I knew those expectation were not believable.
I called and spoke with Marshall Lane and explained my concerns. He looked at my vehicle and said yes this is a problem that should be addressed by our GMC expert. Marshall asked me when could I bring my vehicle in during the week? We tried several different appointments but due to my job and not having transportation other than the weekends we could never make it work. Out of frustration I called Marshall and said look I can't come in during the week, Marshall said, don't worry Ms. Browning, bring your vehicle in and I'll get you something to drive, it may be a truck but I will get you something. Finally some help, I thought. I showed up that next morning and Marshall came through for me. My loner vehicle was the biggest truck I had ever driven. Marshall asked me, will you be ok in this, I smiled and said of course. I drove off feeling like someone finally was listening.
Marshall called me that afternoon and said they thought it was the engine and that the pistons’ and rings needed to be replaced but not to worry, he was going to put it through my extended warranty and it would be taken care of. I thanked him. It went back and forth between Cavender and the extended warranty company adding that there was even a memo from GMC regarding this issue. Which I called Marshall to so that I could stay in the loop as to what happening. Marshall assured me this issue would be taken care of. Finally about 3 three weeks later Marshall informed me that the warranty company had denied the claim since the records had shown that this issue had been addressed several times over the past 11 months. And that the drive train warranty had just expired this past August. In other words the warranty company was not going to pick up the tab for something that could and should have been addressed prior to the drive train warranty expiring. In which case the denied my claim. Marshall advised me that this issue was being reviewed by the service manager as to what their next step was and he would get back to me. Marshall got back to me the next day letting me know that the repair costs were going to be taken care of by the Good Will GMC Policy. The What! Whatever just fix my vehicle. What you call "Good Will GMC Policy is you got caught not taking care of a problem back when it started and the Warranty Company called you out on it, and wouldn't pick up the tab for you team just being lazy and lucky for me because I'm sure if they hadn't of been involved I'm sure the staff would have told me I would have to foot the bill. But since there was a third party involved Cavender GMC had to fess up to their lack of service.
I will say I am grateful to Marshall Lane for doing his job and getting off of his butt and taking care of this for me. He was very kind in the fact that I needed additional help with transportation. Unlike all the other service reps didn't feel the need to do their job for almost a year. Good Will my rear end! Now my Yukon should be ready today and now since I clearly cannot trust Cavender GMC to address and handle issues with my vehicles I will be at Jordan Ford this weekend to get something with low mileage and hopeful their service team will take customers concerns more seriously. It’s too bad I really did enjoy the ride of my Yukon but it really doesn't matter because if it isn't taken care of its not riding anywhere anyway.
I can only hope this review makes it to your review website but if it doesn't I wouldn't be surprised.
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