I would love to love this dealership as there is no other - Jeffrey T
I would love to love this dealership as there is no other GMC dealer close to me. But, their service department under the leadership of Walter Lopez is a disaster in my opinion.
I am in the midst of a very poor service experience with Cronic Chevrolet Buick GMC. Made a service appointment over two weeks ago for warranty work on 2024 Acadia, <3000 miles. Delivered the vehicle to dealership two days ago as instructed. Silence all day yesterday from the dealership, so we called late afternoon to see if we were clear to pick the car up this evening. We were not, as the car was still outside, “in line,” waiting for its turn to enter the service garage. No service today obviously, and we were told it would be several days before the dealership could get to it. Again, we made this appointment over two weeks ago.
Service department staff stated Cronic never provides loaner or courtesy vehicles, and also that GMC would refuse to cover a rental for us because the needed work was not for a “safety concern.”
I asked if we could drive the car until such time as Cronic was ready to actually work on it or at least diagnose it. We could use it until such time as the work was ready to be done, then drop it off the evening before. All they had to do was let us know. Service manager Walter told me this would not be possible—that if we took the car home to use it, we would lose our place in line and have to start the wait all over again.
Service manager Walter was adamant that the service appointment we made was only the date upon which our vehicle could “get in line” and be brought to the dealership. That once physically on their lot and in the queue, it would still be multiple days—maybe a week—before the vehicle would actually be looked at. Walter was adamant that this is the way he runs his service department, and challenged me to find a GMC service department in Georgia that operated any differently.
So we are taking Walter up on his challenge.
With the assistance of GMC customer assistance staff, we have opened up a complaint and case file with the assurance that GMC will help us get these needed warranty repairs done at a dealership with a customer service focus.
In my opinion, Walter is either a very poor representative of Cronic’s positive customer service culture, or he is an accurate representative of a very poor Cronic customer service culture. There’s really no other explanation.
Read More
Dealer Reviews
Service Reviews
Cars for Sale
Dealer Log In
