GMC of Rochester - Service Center

**read before using the service shop for your **read before using the service shop for your vehicle*** We dropped my girlfriends GMC Terrain off at the dealership and they said they would take **read before using the service shop for your vehicle*** We dropped my girlfriends GMC Terrain off at the dealership and they said they would take a look at it first thing on Tuesday morning. It was making a very loud thump noise from under the car. They called on Tuesday and stated that the transfer case was broke and would need to be replaced. Kevin stated that he was already in contact with the extended warranty people and they would cover everything. We would only have to cover the deductible of $250. He explained that the parts were going to take a few days to get in which wasn’t a problem. On the following Tuesday my girlfriend called and they said they were “having a hard time getting parts off to get to the transfer case” and said it would be a few more days. No big deal! On Thursday they call saying they had to order another pipe and it wouldn’t be here until Tuesday of the following week. Once again this wasn’t a major issue for us. Fast forward to Tuesday. Kevin called and informed my girlfriend that the exhaust pipe was broken prior to the vehicle arriving at the dealership and that it would need to be replaced costing us $800. When we asked Kevin why this wasn’t brought up at the beginning he did not have an answer. She asked what options she had and he gave the answer of only getting it fixed because the car would run without it. On Wednesday I went to the dealership with her to pick her car up. I asked Kevin how the exhaust pipe was broken and he told me the drive shaft broke and hit the exhaust which broke. He couldn’t tell me how or what exactly was broke on the exhaust. The drive shaft was not broken because I drove it there. I know the exhaust was not broken either and have a video of that from the day we brought it in. I asked to see the pictures of the broken pets and he said they don’t have pictures. I then asked to see the broken exhaust pipe. Kevin went to find it and came back and said the people who take their scrap metal came this morning so it’s no longer there. CONVENIENT right…. After going back and forth with Kevin for a decent amount of time he said he was going to go talk with someone in the back. (Let me tell you there were multiple phone calls and emails exchanged before coming to the dealership). Kevin came back out and stated “I talked with the technician that worked on your car and now he’s admitting to breaking the exhaust pipe. We will take care of the charges for it.” In the end, they took care of the charges for the broken exhaust pipe. The money was not the problem ever. It was the fact that multiple lies were told to try to cover up mistakes made by the dealership. Lying to customers is never the way to go. This car went to that dealership for any work that needed to be done (oil change, tire rotation, filters, etc…) including a transmission rebuild last summer. I will never recommend this dealership to anyone to do any type of business with them ever again. More