GMC of Rochester - Service Center

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

**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