Melissa Grasso

The entire service experience from this facility was abysmal and disgusting. I bought a car from Carvana and ended up at the dealership for needed repairs per the warranty company, SilverRock. From the abysmal and disgusting. I bought a car from Carvana and ended up at the dealership for needed repairs per the warranty company, SilverRock. From the moment I walked through the door in tears-over an hour from my home in NC-I was treated poorly. I dropped my car off on a Thursday and was told they could look at it on Monday. Melissa was the advisor who checked me in. She appeared very put off. I gave her the benefit of the doubt as I have worked in automotive repair. Monday I was told what the issue was and the repairs needed. Again, this is all under warranty. I was given the quote and told there would be an additional $258 out of pocket. Melissa was rude with every interaction. SilverRock had reached out to me 3 days later as the repair was not yet completed due to waiting on the part. I asked them about the additional costs and if there was any way they would cover it. They agreed and said to have the advisor call them. I called Melissa and told her they would be willing to cover the remaining balance, if should could please call them back. She flat out refused stating that, "I will not do that! I have already spoken to them and they already said they wouldn't cover the balance." I called and spoke to SilverRock again-they said they would call her and take of the bill. When she called me later that day she was even more rude and very unprofessional. She said to me, "Did you tell them to call me?!" I said they told me they would call you since you refused to reach out to them. She was disgusted, but they did indeed cover the remaining balance. My husband and I spoke to the Service Manager, Kyle Bell. Yes, that Bell. We told him of our concerns with her unprofessional, terrible attitude. He at first made excuses for her behavior and eventually apologized insincerely. We had to order another part that was on back order. Kyle assured me that he would put my paperwork on his desk and he would personally monitor part arrival and would call me himself. This was middle of October. I called end of Nov. and left Kyle a message asking for an update. On Dec. 3rd I got a text from GM stating that my part had arrived. I was very sick with covid for a couple of weeks so when I felt better, I called again and left him another message. I still had not heard back from him. I called again end of Dec. and left a 3rd message. When he failed to call me back, I called the 2nd week of Jan. and asked to speak to someone higher up. William Bell Jr. took my call. I explained all that happened and expressed my frustration with everything and lack of communication. He assured me he would look into everything and call me back. I never heard back from him but the next day, Kyle called me. Neither him or his father once apologized for my experience and what was happening. Kyle stated he was calling to set up my appointment for final repair. He was very distant and almost sounded put off. I set the appointment and he was content to end the call. I asked him why he failed to return any of my calls over the last couple of months. He had the audacity to tell me he never got my messages due to "phone issues, we are replacing our phone systems". This facility has nothing but excuses and the worst customer service I have ever experienced!! I have been in customer service for over 25 years and the people need some serious training in that area. At this point, we have replaced a part that had hardly resolved my concerns of burning smell in the cabin or the voltage issues that are still occurring. Final repair was for 3rd row actuator...we will see if that is done correctly. I would avoid this place at all costs. Reading the many reviews (on many platforms) about Melissa she appears to pick and choose which customers she is kind and helpful to. Kyle Bell needs to learn accountability for himself and those who work under him. I will never step foot in this place again and worry for those who do! BEWARE!! More

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I was traveling through the area and noticed my truck battery voltage was low. I swung into Bell and Melissa quickly got me in to check the alternator and then replaced my battery. Within an hour or so battery voltage was low. I swung into Bell and Melissa quickly got me in to check the alternator and then replaced my battery. Within an hour or so I was back on my way. Very friendly and fast customer service! Thank you Melissa! More

by Bigmama Verified Customer Verified Customer

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Great service. Nice waiting room. Car did not take long. Appreciate the kind people who work there. Thank you Nice waiting room. Car did not take long. Appreciate the kind people who work there. Thank you More

by mcumm75192 Verified Customer Verified Customer

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Had to call to get update. Had not even started until I pressed them. Took 7 hours on 3 hr job. Melissa nor cashier were any help they both acted like it was a chore to do thei Had not even started until I pressed them. Took 7 hours on 3 hr job. Melissa nor cashier were any help they both acted like it was a chore to do their own job. More

by kendell_chad Verified Customer Verified Customer

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I was given an option between a oil change and having major work done, which I really don’t know if that’s what I needed but when I brought it in and asked if it was safe to drive when they couldn’t take major work done, which I really don’t know if that’s what I needed but when I brought it in and asked if it was safe to drive when they couldn’t take it in for another week and a half they said yes me when I went in they said there was no oil so making sure it was safe to drive wasn’t actually true when I had brought it in when they couldn’t work on it, I have had only negative situations with this from having to pay for the second battery installation when it was guaranteed never had that in the past, and I won’t have that problem now because I traded it in somewhere else, and they would’ve had my business for another vehicle had I felt good with the service. Kyle had to help me last time when they wouldn’t take the coupon for my repairs and I never feel like I’m being taken care of in their service department properly, so I chose not to buy a vehicle from you and I went to Chevy and picked up a truck cause I’ve been wanting a truck and I let them know there was some type of oil leak that you said, but why did I pay for an oil change and not just been offered to tap it off for whatever it cost for the oil if I was gonna trade it in and I don’t even know if I believe it because I had no overheating. I had no check engine light and I haven’t really felt comfortable with the service department. Hanin White was wonderful. I never questioned them. I always felt like I got a good shape from their service department and they even looked up coupons for me when I used to go to help me out at Hadwin-white if I liked your service, I would’ve definitely got a car from you. More

by lwishfull5 Verified Customer Verified Customer

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Malissa greeted me with a smile and answered all my service questions promptly and professionally! Great service at Bell &Bell for a first time customer. I will return for any service needed in the fut service questions promptly and professionally! Great service at Bell &Bell for a first time customer. I will return for any service needed in the future. More

by mafooch4 Verified Customer Verified Customer

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Great team! Communicates professionally and quickly. They are EXTREMELY HONEST and accurate in their assessment. Communicates professionally and quickly. They are EXTREMELY HONEST and accurate in their assessment. More

by Beckyfreyhbrv Verified Customer Verified Customer

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Worst service department I’ve ever dealt with my truck left in worse shape then it went in with for basic service that was scheduled over a week out and they ordered the wrong tires then wanted to hold my left in worse shape then it went in with for basic service that was scheduled over a week out and they ordered the wrong tires then wanted to hold my truck over the weekend I told them no got it back with it riding worse than it did when i dropped it off to them worst experience ever will never go back to them More

by RWRJSTANLEY Verified Customer Verified Customer

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Bell and Bell GMC has the absolute best customer service and service departments in our area! and service departments in our area! More

by Hkeane Verified Customer Verified Customer

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Professional, accommodating and friendly Listens to my concerns and solves issues We love Brll and Bell concerns and solves issues We love Brll and Bell More

by bonsar Verified Customer Verified Customer

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