Baker Buick GMC - Service Center

YOU NEED TO KNOW BEFORE SERVICING YOUR CAR With much sadness I write this review. It is factual and provides guidance to Baker Buick clients. It serves to advise of the actual “service” I exper With much sadness I write this review. It is factual and provides guidance to Baker Buick clients. It serves to advise of the actual “service” I experienced over the last 15 weeks. My 2017 Convertible Buick Cascada was dropped off on August 24, 2019. It was scheduled for the second tire replacement which occurred within days of the first tire replacement. At the same time I requested a review of three issues not addressed or dismissed in previous visits. I was given a loaner to drive during the repairs. The GM strike was looming but did not occur until 22 days later on September 15th. According to Baker Buick this loaner must be exchanged every 5 days. This has now taken 15 weeks and many inconvenient loaner exchanges. During phone call, text and visits I pleaded for the car to be kept out of the elements and was assured that it was. I visited the dealership on my own to check on the car which did not move from a spot immediately outside the service department for weeks. There was also a risk of potential damage during Hurricane Dorian. My car has been garaged (out of garage 2 total days) since purchase and I worked nights. This leaves very little time for sun damage. On November 15th, I was notified by the very pleasant Lauren G (a shining stars in the service department) the vehicle was ready for pick up. I arrived excitedly to pick up my car and was astounded at what I observed. The convertible had been side swiped on the front passenger panel, rear passenger panel, and had damage on the front bumper. I also noted an unfamiliar crack in the windshield and what appeared to be sun damage on trim of the windshield. I alerted the service rep. We reviewed some pictures of the car and the damage had in fact occurred on the lot of Baker Buick. It was his assumption that the car had been backed into. Unfortunately now my car with 23,000 has body damage and depreciated in value due to this accident on the Baker lot all while under the watchful eye of Baker Buick. On December 5th I was alerted again that the car was ready. During the body shop repair process I requested a letter from the service manager, Chris Costner, explaining how he would deal with the fact that the car had damage and was worth less than it was 15 weeks ago. I offered the service manager, Chris Costner an opportunity to discuss how he would handle depreciation issue and was ignored. In South Carolina the legal term is negligence which I shared with Chris Costner, the service manager. I also asked for all of the pictures of my car while under their care. I was ignored on both requests, until I explained I had no issues handling this incident with legal help if I continued to be ignored. I received a phone call from Chris Costner who had no comment on the depreciation or negligence of the dealership. He informed me that since I “threatened a lawsuit and obtained legal counsel” he would have no further conversations with me. This was not an accurate recall of my statements. My question to Chris Costner...“What happened to Customer Service at Tommy Baker’s dealership?” Chris Costner stated, “his job was only to get cars repaired.” I have no doubt that Mr. Baker who I admire tremendously would be appalled at the behaviors within his organization. At this point I asked for a meeting with the General Manager at his earliest convenience not once, but twice and was denied this opportunity. I was then told to pick my vehicle up before closing (5:30 PM) with a two hour notice or I would incur ADDITIONAL charges. I thought these facts were worth sharing. I have opinions of my interactions with Chris Costner, service manager on each and every encounter but I will save those for a later date. More