Cavender Buick GMC West

They care about the customers complete experience at the dealership and go above and beyond to make sure they are more than satisfied before they walk out the door with their new purchase! dealership and go above and beyond to make sure they are more than satisfied before they walk out the door with their new purchase! More

I've been going here for years. I have to say the there is certainly a lack of communication from the service department. When a customer receives a text message about their vehicle I have to say the there is certainly a lack of communication from the service department. When a customer receives a text message about their vehicle and the text says to respond if there are any questions, the courteous thing to do is to actually reply when the customer has a question. Otherwise, there's really no point in sending that text. To further emphasize the lack of communication, Tlthere is currently an open recall on my vehicle for the camera system. Its been nearly two weeks with no contact from anyone as to when the parts will become available. The least you guys could do is call me and let me know you are still waiting on the parts. Right now, I'm just assuming you all have forgotten. More

Purchased a 2020 Encore with extended warranty. My vehicle is under 36,000 miles AND under three years old and as mentioned in previous reviews I read THEY TACK ON ADD ONS! Yes, just scheduled a My vehicle is under 36,000 miles AND under three years old and as mentioned in previous reviews I read THEY TACK ON ADD ONS! Yes, just scheduled a check up because front end is making a strange noise and they want to charge me over 200 bucks to hook it up to a diagnostic machine. Unbelievable customer service. More

Jonas helped me out so much and was persistent in making sure that I left in a vehicle that I love! sure that I left in a vehicle that I love! More

Blake was extremely helpful and efficient. I have had a not so pleasant experience with the service department previously and thanks to Blake joining the Cavender team, he is a valuable asset I have had a not so pleasant experience with the service department previously and thanks to Blake joining the Cavender team, he is a valuable asset to help establish trust and confidence that was lost. He demonstrated a true commitment for my time, great knowledge of GM products and had a wonderful customer service ability that provided a fantastic customer experience. Between him and the Assistant Service Manager Garza, they are capable of delivering a more professional and polished service experience for Cavender’s service customers. Good job! More

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