Don Franklin Lexington Buick GMC

Be careful, these folks don't understand good service, let alone "excellent" service they claim to have. I took my new truck in for service to have the back window replaced due to a defect. The servic let alone "excellent" service they claim to have. I took my new truck in for service to have the back window replaced due to a defect. The service dept took off the back glass but then realized (conveniently) that they could not replace the new glass but needed a glass company to put it on. After three missed appointments (3 days) of the 'glass person' not showing they finally arrived. Then, to replace the glass correctly they had to take out my child seat. Instead of calling me to figure it out, they panicked and cut the seat belt to get the seat out (for your parents out there, it is a Britax ClickTight seat -- takes literally 1 second to get out). No big deal, except there were no seatbelts apparently in the entire US. So, nearly 30 days later a seatbelt arrived, they installed/replaced it, and I was able to pick up my truck. Over the course of this time, I felt the need to call for an update at least a dozen or so times because I received next to zero communication. The only saving grace was that the service tech I was dealing with was entirely understanding and sympathetic (though he was the one that cut the belt, so maybe guilt played in there!). Then, the moment my truck was ready, my phone was blowing up nearly twice a day asking for when I was coming to pick up my truck because the "loaner" car they had given me was "going out of service". No kidding, I had the car for over 30 days! But the audacity and irony was stark; the moment THEY needed something it was all-to-important for them to communicate that fact. It doesn't end there... You would think common courtesy for such an a massive inconvenience would be to ask how they could make it right. But that question was never offered. I had to ASK if they would wash it for me before I picked it up!! And, on top of that, I reached out to the dealership 9 times and left 6 different phone messages and three different 'live chat' messages for the Service Manager or the General Manager to give me a call -- I just wanted to be heard. Neither of them bothered to call me back. By the way, if either of you are reading this, I'm reasonable and would still take your call should you feel so inclined. As a few examples of what I mean by knowing what service means. The difference between crap service and ok service is that they could have OFFERED to wash my truck before giving it back. The difference between good service and great service is they could have offered me my next routine maintenance for free or here's a $x gift card to our accessory shop. The difference between great service and excellent service is they could have asked me how to make it right. I think most people are reasonable, "right" to me meant I would have wanted to be heard (which is why I called the SM and GM in the first place) and at least had the thing washed. That being said, simply by going to the extreme of writing this review, my perspective on reasonable has changed. I could not be more disappointed. Talk about feeling like a number. My dad has been a Don Franklin customer for 10+ years and is part of the reason I went to them in the first place. He was shocked when I told him this story, which says a lot about how disconnected their dealerships are. All in all.... I would go anywhere but here for service. And if you're going to buy a new vehicle, don't start your relationship here. Make the drive to Richmond or Frankfort and avoid this train-wreck of a dealership. It is worth the hassle. More

People was very helpful and knowledgeable. i had a lot of anxiety about purchasing a new car and they where wonderful to deal with. My first Buick and i love the car already of anxiety about purchasing a new car and they where wonderful to deal with. My first Buick and i love the car already More

Great Car Buying Experience I worked with Catarina Kirby (sales) and Lindsay Thompson (finance) and they did everything right. Catarina answered all of my questions and helped m I worked with Catarina Kirby (sales) and Lindsay Thompson (finance) and they did everything right. Catarina answered all of my questions and helped me test drive the specific vehicles I was interested in. Once I've made a decision I like to close the deal promptly and that's exactly what Cat and Lindsay made happen. I came into Don Franklin without an appointment on a Thursday and I was driving my new GMC Terrain Denali on Friday. I would recommend them both to anyone interested in a new vehicle and recommend Don Franklin as a dealership that cares about the buyer's experience. This was the first vehicle purchase I've come away from with a positive feeling about how I was treated. Keep it up! More

$135 to find problem Wanted another $135 because they couldn't find the problem. It took almost a week to get an appointment. Dealership in Winchester closed - forced me Wanted another $135 because they couldn't find the problem. It took almost a week to get an appointment. Dealership in Winchester closed - forced me to go the Lexington. More

Only as good as your word! I have been a loyal customer to this dealership for several years. After meeting who I thought was the most honest salesman that I'd had ever had any I have been a loyal customer to this dealership for several years. After meeting who I thought was the most honest salesman that I'd had ever had any dealings with I was sold. I started doing all my business there. Between me buying 3 vehicles and my family buying 3 more, We spent alittle more than 250,000 dollars. Each purchase they advertise a 100 dollar referral check for each person that you refer to the dealership that buys a car. This last deal seems to not matter to the salesman or the dealership. It was for a 54,000 dollar truck. Its been 3 months. I have made several calls and texts to Darryl Bond the salesman with no response. I've often seen posts on social media #referral checks. At this point it's not about the money, its the principal! I can be a loyal customer and help get them business. I still get screwed! This just shows you what kind of dealership this is. We are only as good as our word, right? More

great The dealership sucks but the service dept is great. The sales team will and cheat you. The last vehicle I purchaed I was lied too and when I complaine The dealership sucks but the service dept is great. The sales team will and cheat you. The last vehicle I purchaed I was lied too and when I complained the general manager took the side of the sales staff. But thr Service Dept is wonderful. Great cusyomrr service. But like said do not trust sales at all. More

Bad Customer Service Submitted credit application spoke one time with someone and no more follow up. They said they would follow up to say what they could or could not do Submitted credit application spoke one time with someone and no more follow up. They said they would follow up to say what they could or could not do and never did. Dealership never tried to help us, did not care to help us, and was more worried about perfect credit than helping. Would definitely take my business now or in the future to another dealership. More

Made a great car even better I had bought a Mustang GT from south Carolina & they shipped it to Glenn automall in Lexington when the car arrived I went to pick it up and met Sale I had bought a Mustang GT from south Carolina & they shipped it to Glenn automall in Lexington when the car arrived I went to pick it up and met Sales Manger Charles Bush He was so nice in getting the car ready for me to take home and seemed just as excited as I was about this car it was the after care you'd expect from someone who sold you the car he was just plain great I but a car from him any day he's just that type of guy , we were talking about this Mustang I bought and what I was Planning on doing with it. I had plans to Modify it with a hood scoop ,tail spoiler ,chin splitter and add the traditional stripe pattern for a Mustang GT , I told Charles I had been shopping around Lexington at aftermarket shops and was disappointed in the Price , what services they offered and was brushed off by one (their loss- My lucky day) Charles said let me hook you up with our guy Stanley Harris from Auto Concepts . I called Stanley a few days later went to his place at Glenns AutoMart with all my wants, Ideals and computer printed pictures of what look I was trying to achieve for my new Car I met Chris Yeast who works with Stanley they both immediately jumped on my band wagon of Mustang Modifications They love a good car as well as I do. making design and color suggestions . what made me decide I had found the right guys was when Stanley pointed out where I was overspending on some of the things I wanted done& that they could take care of it Much cheaper ( I know, I don't believe it either !) BUT TRUE !! The parts came in ,they called and went to work transforming my car into the Beast it is. They took it in 2 stages the add on aftermarket exterior parts and Next the Stripe Design .. a few days later I could not wait anymore and snuck in a day early to check the progress ... There are no words to describe the quality and quantity of work done to my car I just stood there looking at it with my Mouth Open ..I almost couldn't believe I owned this care doing stripe work like that takes such care , such a preciseness Chris and Stanley went to this level that I would call Art." wish they had a place on here for pictures" if you are having any aftermarket things done to your car window tinting, Spoilers, Stereos , Navigation Call Glenn AutoMall and head straight for Stanley & Chris.. you won't be disappointed in the work or the Price More

great service and family oriented My girlfriend and I were very pleased with the service we recieved from sales all the way to management. They took care of us and weighed all options My girlfriend and I were very pleased with the service we recieved from sales all the way to management. They took care of us and weighed all options and guided us to make the best decision. We will recommend them to our friends. More