GMC of Rochester - Service Center

I had a fuel pump installed. It cost 4x more then it should have. I got my vehicle back after it was “fixed”. I had to take it back to the dealership next day because it did not It cost 4x more then it should have. I got my vehicle back after it was “fixed”. I had to take it back to the dealership next day because it did not want to start because the tech didn’t clear the fault codes that were set in the computer. I was promised a courtesy vehicle at 7:30 am, it took 45 minutes to go 4 miles to downtown Rochester. If my vehicle broke down in front of any Penz dealership, I’d physically push the vehicle to almost any other shop to have the work done. Both of my Penz dealership experiences have been awful. More

very disappointed in service department dealing with alot of delays and false estimates of time lines. Have a feeling they are padding a insurance claim. of delays and false estimates of time lines. Have a feeling they are padding a insurance claim. More

I have been very pleased with the work that was done on my 2002 Buick Regal car. They were dedicated to complete work until everything was fixed. Thank you my 2002 Buick Regal car. They were dedicated to complete work until everything was fixed. Thank you More

I am writing a review to air some frustrations with the body shop and their lack of ownership and accountability for their work and to their customers. My husband had an accident in early January that body shop and their lack of ownership and accountability for their work and to their customers. My husband had an accident in early January that resulted in extensive body damage. Our insurance company arranged for the vehicle to be repaired at Penz. We received a comprehensive repair estimate that was approved by our insurance, and then we just had to wait. We can respect that there are some supply chain issues, and we were told that once all the parts were in it would be about 2.5 weeks to have the repairs made. About 6 weeks later we were informed that that all the parts had arrived, and it would be about 3 weeks for the repairs to be completed. We continued to check in and our repairs continued to take longer and longer. After 5 weeks of waiting, I was given a "high confidence" estimate that we could pick up our vehicle at the end of the 6th week. When we checked in yesterday that we were still on track, we were told that they still had 88 hours of work to complete, and it would be a few more weeks. The body shop manager offered a complete litany of excuses as to why he couldn't deliver, but everything he told me basically said that customer service is not a priority for him. So, we still wait... More

The worst customer service experience I've ever had with a dealership. I purchased a new GMC Sierra 1500 from Buick GMC of Rochester in March of 2020. The buying experience was honestly pretty good, and a dealership. I purchased a new GMC Sierra 1500 from Buick GMC of Rochester in March of 2020. The buying experience was honestly pretty good, and the salesman was very easy to work with. About a year later, I noticed that my floor was soaking wet. Being basically a brand new truck I was confused so I brought it in. After two separate times of "checking EVERYWHERE", service staff told me there were leaks. The third time I brought it in, they gave me the same answer, and upon me picking up the truck, the floor was soaked again. It came to the service manager, mechanic and me looking at the truck, and me pointing out that a seal was goofy, which in turn allowed rain water inside. So after three trips into the shop and two months later, it was supposedly repaired. The following week I'm driving the truck and the rear window was letting in rain water, after they assured me they checked everywhere. Now this is the fourth visit to the service center. Throughout this process the service department ignored my phone calls and emails, until I would leave multiple or show up in person. By this point, I no longer wanted this truck. I informed the service department to reach out to the GM and make a deal to get me something different...three weeks went by and I still had heard nothing, so again went in in person. The GM said he knew nothing about me wanting a new vehicle, but that he would make the situation right. His solution was the bottom end of my trade in value, and a whopping grand off any vehicle...basically the same deal everyone gets, after the worst customer service/new vehicle nightmare and not having my truck for 2 out of 3 months of summer. We then decided he was going to look for a truck for me and get back to me...it's been two months. Ive reached out twice with trucks they have in stock, yet no response to any of my emails. This really was a shame, because initially I had a good experience with the dealership, and since then it's been nothing but horrible. Basically after they took my $50,000, they didn't care anymore. Will not be going through them for any service, or would ever recommend anyone on buying a vehicle from Buick GMC of Rochester. More