I should have known I would have received the worst costumer service ever when I walked in and overheard Brad Ancker complaining to another service rep about other costumers. While I thought it was unprofessional, I was willing to give him the benefit of the doubt, especially since I've received good costumer service from other reps from this particular Buick location in the past. Today I walked in to get my air bag checked (light was coming on). From the onset, I was made to feel as though Ancker did not want to provide services to me. He informed me that my warranty was expired at 53000; however, this was not the case. I purchased the vehicle at 60,000 and had purchased extended warranty which would not expire until Nov. 2017 or till I have reached 96000. I felt as though he did not believe me because he kept repeating, "I can't find it in the system-- and it would show up here if you had it." I came in Feb. of this year and the other service rep. had no problem pulling it up. I felt helpless and almost walked out, feeling there was nothing I could do. Why did I have to convince him that I have extended warranty? I even turned to my husband and said, "Let's go." Luckily, my husband turned to me and replied, "Let me go talk Mr. Wilson, the sales rep I bought the car from." Mr. Wilson immediately called someone and provided the information for me to give to Ancker.
Fast forward---- After the diagnostic was completed, I was shocked to find out I was being charged $145 for the diagnostic. I then replied, "I'm going to pay for it, but I didn't know about this." He got offended, ranting over and over again how he had explained it to me earlier. Where was I when he allegedly did this?? He said he had never had a costumer have a problem with this before. I asked him, "If you had advised me earlier of the cost, then what do you think you could have done differently so that I could have better understood you? Because we obviously had a misunderstanding in communication here. I've been here before. I've worked with Jim, and he explained everything to me. Very clearly.There was no miscommunication in our dialogue." He then replied that he would do NOTHING differently. He had "not done anything wrong"! In fact, he even added, "The only reason you didn't have a problem with Jim is because you didn't have to pay anything. Your warranty covered everything." I answered, "No, sir. The reason I didn't have a problem with Jim is because I was not made to feel unvalued as a costumer. Not only did you not communicate effectively with me, you are denying any responsibility for the lack of clarity on your end. You even tried to deny me service from the beginning because you claimed I didn't have warranty. You made me feel helpless, so helpless I almost walked out. What I know is this: you gave me poor costumer service. I walked in feeling great and now I'm walking out feeling unvalued as a costumer." He looked at me and ended our conversation with "okay". He clearly did not take pride in his job and in (what I thought was) Buick's philosophy in providing excellent costumer service.
What bothers me the most about my whole encounter with Ancker is that he never once apologized for his lack of ineffective communication on his end. To make matters worse, he defended his actions and offended me with his words "The only reason you didn't have a problem before is because you didn't have to pay anything. Your warranty covered everything." He clearly missed the point. This was not about money. This was about his pompous attitude and about not taking responsibility for his actions, his lack of clarity in his (poor) communication skills. This was about how he stated he could have done nothing differently to prevent this. This is about how I felt let down by Buick.
Before this encounter today, my husband and I were considering purchasing another vehicle from Buick sometime in the near future. But after this terrible experience today, Buick has permanently lost my business.
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