Cavender Buick GMC West

I brought my truck in due to the transmission slipping back in October. The customer rep (Isaiah) took the keys and told me it will be a couple of days to diagnose the problem. He called me 2 days later back in October. The customer rep (Isaiah) took the keys and told me it will be a couple of days to diagnose the problem. He called me 2 days later and told me that they had to order a transmission converter or something like that. I asked how long it will take, and he said he doesn't have time. So I called every couple of days for 2 weeks to check that status and they didn't have an update for me. That led me to go get the truck because 2 weeks is a long time without an update. When I picked up the truck, Isaiah told me that he would let me know when the part came in. Fast forward to December and I never heard from him. At this point, my transmission was slipping really bad, so I called again to check the status. Tim assisted me and told me that he did not see a record of anything ordered for my truck. This made me upset because I've waited 2 months to find there were no steps taken to help me. I was misled by Isaiah. Not sure why that happened but that's bad business. Tim got the truck looked at and fixed. One last thing. I was very disappointed that my truck was filthy when I picked it up. Someone could have taken the time to wash it especially since I already had a bad experience. Fast forward a few months. After a week after receiving my truck, I noticed the transmission was still slipping. The dealership told me to drive it for about 500 miles and let them know if the problem. I decided to give the Cavender West dealership another try because I understand that people and businesses have off days and sometimes the customer ends up receiving the brunt of that. I took my vehicle in 2 additional times and the problem still hasn’t been resolved. At this point, I have lost all faith that Cavender West knows what’s going on with my truck. No one has explained to me what exactly is going on. All I seem to get is that the dealership must follow protocol for troubleshooting the vehicle. What I don’t understand is that I can’t get a straight answer to what is going on and why the communication is so bad. Especially, since I’ve taken my truck in 5 times and they keep it at least 1.5 weeks each time. This is a huge inconvenience. Around the end of June, I reached out and requested to speak to the GM about this issue and they ended up having me speak with Tom, the service manager. He told me that the system was down at that time so he could not look up the history of the vehicle and would give me a call when the system was up and running again. Two days passed and I didn’t hear anything. I called Tom back after two days and he said that the system was still down. He gave me a call the next day which was 30 Jun and told me that he had my report and would give me a call the following day to discuss it. Today is 3 Aug and I have yet to hear back from Tom. This overall experience highlights that the issue I experience was not a once-in-a-while thing but a customer service issue within that dealership. This experience has drained all the confidence I had in the Cavender West dealership and has cast doubt on the GM warranty claim process. I have taken vehicles to mechanics many times in the 32 years of owning a vehicle and they have diagnosed the mechanical issues within a day or so and provided me with the next steps to get the issue resolved right away. I don’t understand why this dealership can’t figure it out and give me a clear answer to what’s going on with my vehicle and their process. More

I have nothing but high praise for this dealership, the sales person, sales manager, and service. I've had occasion to be in contact with all these over the past two years as I purchased a 2020 Buick Envi sales person, sales manager, and service. I've had occasion to be in contact with all these over the past two years as I purchased a 2020 Buick Envision two years ago. I have no way to verify the previous less than satisfactory reviews but I have to wonder if we are critiquing the same dealer. I will continue to go to Cavender West, Buick, GMC for all my needs.- Anna Price More

Went to view a used truck. It was listed at a fair price. The sales rep was great. Friendly, professional, & not pushy at all. Got me the only info I needed & we got test drive It was listed at a fair price. The sales rep was great. Friendly, professional, & not pushy at all. Got me the only info I needed & we got test drive done, and he quickly provided an OTD price to start negotiation. Then he turned it over to his manager. It went terrible from there. Manager pushed back on price and tried to get ME to explain why I should get the discounted price they already offered. I even tried to steer him to the correct response when interacting with a customer, twice. He then asked me which bank I was using. When he didn't get the info he wanted to hear he repeated the exact same question five more times. When he realized he wasn't getting his way this MANAGER looks down at desk, mumbles something, swipes away offer sheet and darts out of office. He even tried to ignore me as he stormed out and mumbled something again when I tried to say something to him. He never looked back at me as this manager threw a tantrum. All this happening while they have my keys. My good sales rep quickly noticed my reaction to all this nonsense and rushed over to me to hand me my keys as I walked out. Within a minute, sales rep was quick to text apology for manager's behavior. I quickly realized this MANAGER probably is regularly rude & awful to customers. And sales rep has to be ready to apologize fast for bad manager. You would expect a MANAGER to know how to be professional & interact with courtesy & respect to customers. But if this guy is a manager there, then this dealer prob doesn't care and allows terrible interactions. Soured my interest in purchasing. They prob would have had quick sale if they acted like adults. If you visit, don't expect managers to treat you with respect. More

Purchased extended warranty for a used Kia from this dealership. This dealership keeps stating that I do not have an extended warranty. Carfax states I do not have a warranty, other dealership state the dealership. This dealership keeps stating that I do not have an extended warranty. Carfax states I do not have a warranty, other dealership state they do not see record of an extended warranty. I attempted to go to Cavender to use my warranty and was told that although I gave them the money for a platinum warranty, the dealership only sees GAP coverage. I asked for a refund since I have been paying for the service and keep trying to get the service but the dealership keeps denying I have the warranty I purchased from them. I have given them my money but they have refused to provide the service. The General Manager Joe is the only one who was able to see that I actually DO have the extended warranty through them and has refused a refund for the 9 months the dealership pretended I did not have an extended warranty from them. More

salesman was rude and wouldn’t answer questions and didn’t seem interested in helping me even though i went in to buy a car not just look.. said it would be 30 minutes to meet with the finance people i didn’t seem interested in helping me even though i went in to buy a car not just look.. said it would be 30 minutes to meet with the finance people it ended up being 2 hours meanwhile he was not helpful .. only reason i stayed at the dealership was because of the car .. wish i would have switched salesman. More

First, let me say that my truck buying experience was good. I liked my sales person, and the finance officer (Raquel) was pleasant, and efficient. They worked hard to get my sale, and I appreciated their good. I liked my sales person, and the finance officer (Raquel) was pleasant, and efficient. They worked hard to get my sale, and I appreciated their efforts. Both stars are for that aspect of my experience. Unfortunately, that's where the good times ended. At less than 800 miles, and 26 days of ownership, I took my truck into Cavender to have the transmission serviced. The end result is that the transmission needs to be replaced. Now, buying a used truck there's always the potential for problems, so I purchase their most expensive, and expensive, extended warranty. Let me tell you how that experience has went so far. I dropped off my truck at Cavender on the 25th of January. I'm writing this review on February 8th. I found out quickly that we were going to need to replace the transmission. Unfortunately, a transmission replacement requires special attention from the warranty company, so my truck sat for days while they waited for an inspector to come take a look at it. The inspector went out and confirmed that the transmission was trashed, but the warranty coverage denied the claim because of the short duration I had owned the vehicle. They said they considered it a pre-existing condition. I contacted Cavender immediately and I was promised that their team would start working with the warranty company to get things resolved. After days of waiting I learned that the warranty company had approved the teardown of my transmission, so I thought we were on our way. I was wrong. The Warranty company sent a second inspector out to look at the vehicle and he again confirmed that I needed a new transmission, but again the warranty is going to deny my claim. At this point I'm told that they are asking Cavender to assume some, or all, of the responsibility to get this taken care of. Frankly, I don't care who takes responsibility, I simply need my truck back. It looks like I'm in for my third weekend without a vehicle. We had reservations for our camper trailer, so I'm going to lose the money on those reservations. It is unconscionable for a dealership to let someone go without a vehicle for weeks. I have yet to get to rental car because I was told that if the warranty denied my claim my rental car wouldn't be covered. I've asked now twice for a courtesy car from Cavender. To this point I've been offered no restitution, or accommodations. *One thing I'd like to note is that I was told by the warranty service that they had frustrations with Cavender because they kept receiving warranty claims for repairs that should have been addressed at the dealership. The accusation is that Cavender is selling vehicles that they know need extensive work and pawning it off on the warranty companies. While I can't confirm that, I can say that the short duration that I owned the vehicle would leave me to believe that it was a problem that already existed. Unfortunately, it wasn't something that I uncovered during my test drives. The warranty service seems to have flagged vehicles coming from Cavender, so you may expect complications with any major warranty claim. I understand that I'm one of many customers, and I don't believe that my expectations are unreasonable. I have been patient, friendly, and accommodating throughout the process. I will update this review if they get this taken care of, but I think it's really important that you know about these type of things before you purchase a car from a dealership that presents itself as reputable, and trustworthy. I was actually proud to purchase a vehicle from Cavender, but at this point I have no reason to give them return business, and I'm not sure you should give them yours either. More

Even with a seller’s market they kept their discount and stayed below MSRP. We were not up sold. stayed below MSRP. We were not up sold. More

So back in Feb of this year. My wife and I purchased a 2017 Ram Laramie Truck. Since my credit is not good, we had to go through Credit acceptance for our truck. To start things off, the salesperson was g 2017 Ram Laramie Truck. Since my credit is not good, we had to go through Credit acceptance for our truck. To start things off, the salesperson was good, the financing dept. was something else. Not only did they tack on a service agreement without my knowledge, they also added GAP insurance to the contract. I called in and spoke to a Joey Rodriguez and he stated that he could remove the contracts as we spoke...that was a lie, as I had to contact another person, fill out a form and as of today(May 19,2021), I'm still waiting to have the contract removed! So I went in a few weeks ago to get my complementary oil change and tire rotation...well, wouldn't you know...there was no lug nut key to remove the tires! I was under a service contract which I didn't even know I was under at the time, they wanted to charge me for having THIER service dept remove the lug nut and charge me for a whole new set from MOPAR. I had to take my vehicle to Ancira Dodge to get my truck worked on. They did an excellent job to say the least. I called GMC West again to see if I could get a reimbursed for my $180.00 to have the lug nut removed. I am still waiting on Joey Rodriguez to call me, I doubt he will since he doesn't phone calls. Make sure you do your homework with the dealership and read the reviews before you step into a dealership. Their service dept is terrible, their financing dept is questionable and their supervisors don't return phone calls. YOU HAVE BEEN WARNED ABOUT THIS DEALERSHIP! More

The service department is lost and truly devoid of meaningful leadership of their mechanics and customer support staff. They performed optional maintenance before fixing source problem which has l meaningful leadership of their mechanics and customer support staff. They performed optional maintenance before fixing source problem which has left me feeling swindled! Key faults: Communication and give a darn! I have called and left messages for Mr. Cavendar and Mr. Donahue. Such a shame they have lost a meaningful connection to the customers at GMC West. More