Suntrup Buick GMC

Went for a radiator flush. Tim texted me to let him know about requests. Asked to have belts & hoses checked. No reply from Tim. An hr later i get a text that had 10 items need Tim texted me to let him know about requests. Asked to have belts & hoses checked. No reply from Tim. An hr later i get a text that had 10 items needed attention. 1 being work being done. Another being work i had done this past November. Some others that had been done recently. I questioned the service desk. Was told mechanic probably looked at my mileage to determine what I needed. Never inspected. $4500 to repair all. Also. Every time I service my vehicles I look at new vehicles. Not once has anyone ever asked if I needed help to maybe purchase a new vehicle. Too busy on their personel phones to look up and notice. Prices keep going up while quality continues to go down. Others on waiting room commented poor service also. More

I would not recommend this dealership based on my experience with a service issue on a 2025 GMC Acadia that extended over several months and involved poor communication, repeated delays, and concerni experience with a service issue on a 2025 GMC Acadia that extended over several months and involved poor communication, repeated delays, and concerning workmanship. The issue began in December when I brought the vehicle in for what I expected to be a straightforward diagnostic. I requested a loaner vehicle at that time but was told none were available. I accepted this, assuming the diagnosis would take only a day or two. Instead, the dealership kept the vehicle for over a week before determining that the telematics (OnStar) control module was likely faulty. During this time, my family was left without a second vehicle, which created a significant inconvenience given that both my wife and I work and we have three children to transport daily. When I received the vehicle back, the issue was not resolved—in fact, it had worsened. The OnStar system became completely non-functional, GPS and maps stopped working, and other related features were also affected. I was told a replacement module needed to be ordered, but no timeline was provided. I again requested a loaner and was told they were fully booked for months and that I would not be prioritized since the vehicle was technically still drivable. Over the following weeks, I experienced repeated delays and inconsistent communication. I was initially told loaners might be available in February, then later that they were booked out until March. Despite requesting to be placed on a loaner list early on, I later learned I had never been added. When the replacement part arrived at the end of January, I was told the repair would take two days but that waiting at the dealership was not an option. Without access to a loaner, I had no choice but to delay the repair further. In early March, I was informed that the part would be returned if I did not bring the vehicle in immediately. I rearranged my schedule on short notice and dropped the vehicle off the next morning. At that point, I was finally provided a loaner, but it was not suitable for my family of five despite my prior requests. I accepted it expecting a short repair timeframe. That estimate proved inaccurate. The dealership kept the vehicle for over two weeks with minimal communication. I repeatedly had to follow up for updates, often waiting days for a response or receiving none at all. When updates were provided, they were vague and inconsistent, often introducing new delays. After receiving the vehicle back on March 24, I reviewed the service documentation and discovered several concerning details that had not been communicated to me. The records indicated that incorrect diagnostic tools were used, which caused damage to the telematics module and associated wiring connectors. The technician ultimately had to repair wiring that had been damaged during the diagnostic process, and incorrect parts had been ordered, further delaying the repair. These findings were particularly troubling because I was never informed that damage had occurred during servicing. Instead, I was told the module simply was not communicating. It appears possible that the original issue may have been worsened—or even caused—by the dealership’s diagnostic procedures. In total, this issue persisted for approximately six months on a vehicle that was purchased brand new less than seven months prior. During that time, key systems such as GPS, OnStar, and related features were non-functional for a significant portion of my ownership. While a loaner vehicle was eventually provided, it did not meet my family’s needs and did not adequately mitigate the disruption. While I understand that delays can occur, the extended timeline, lack of communication, and questionable workmanship made this an extremely frustrating experience. Ultimately, this has significantly impacted my confidence in both the dealership and the brand, and I would not recommend this dealership to others. More