When Parsons Buick in Plainville closed I needed a new dealership to handle all my purchasing and service needs
This is the entire nightmare that has taken place.
My relationship with Gallagher Buick GMC started when I looked into purchacing a Certified Pre-Owned Chevrolet Silverado they had on the lot. I decided to go look at the truck and agreed to purchase the Silverado with the Simoniz protection, under the condition that the paint be brought back and buffed as it had some carwash damage that needed to be removed.
I had some issues with the delivery as the vehicle was not delivered as promised by my salesman twice…That’s right Twice! I asked that the dealerships manager “Spiro” to step in. Spiro got everything rectified as promised. Spiro assured me that I would be taken care of and I was. When I received my vehicle it was absolutely stellar. BTW, Spiro is the biggest asset at Gallagher that I had the pleasure of working with. I give the sales side a B on the sale because they Spiro saved it from an F, but overall Strike 1 for me as it left me leery about what could follow.
For Strike 2 we fast forward a few months…. My wife’s vehicle needed some service. Of course I was going to bring it to Gallagher! As the recording states while on hold “We welcome ALL past Parsons Buick Customers!!!” I called stated what the issue was and set up an appointment. At the time of setting up the appointment I made a point of stating that this would be warranty work as I had purchased a GM authorized aftermarket warranty through my original dealership Parsons Buick of Plainville. I was told over the phone “no problem” I was even offered a loaner!
REMEMBER THIS PARAGRAPH-> So, I go in at the time of my appointment and talk to the service tech Gary M. I go over all my details with Gary stating what my transmission issue is. Gary assures me they will get it taken care of. Gary even goes over my warranty coverage stating that I have $100 deductable and that I’m good to go as they are an authorized GM dealership and they can perform the work. He never states My Chevy cannot have GM authorized warranty work performed at their dealership because they are a GMC/Buick dealership. (That would be crazy!!!) ? REMEMBER THIS PARAGRAPH!
Later that day Gary calls and states, “can we keep the vehicle, my transmission guy is really busy” I said “sure” I just want it fixed. About hours later at about 4:45pm Gary calls and says, “my tech checked it out and stated the symptoms my transmission is showing is normal and my vehicle is ready to be picked up. My buddy Gary here, is starting to try to give me the old brush off... Gary also explains to me that they have a similar “USED” vehicle that also does the same thing so this is obviously “Normal Operation”
…Now I ask myself, why would I care about some used vehicle that has the same issues as my used vehicle? ….
I tell Gary, I will come in on my lunch to check out my vehicle. …See folks, warranty work does not pay Gary or the dealerships apparently. People off the street that they can hose do
….It’s really starting to sound as if this specific model and power train has an issue….doesn’t it?
But worst of all, and why this the actions of the dealership has caused me to write this: Had I told Gary that I was paying out of pocket for my work he would have found an issue really quick, and had no problem performing the work all while charging my credit card with a smile!
Just wait, this gets better. (Side Note)…. (Little does Gary know, but I’m aware of what is actually wrong with the vehicle and I also know what it’s going to take to get it rectified) But old Gary here has no idea who I am, or what I do. He just thinks I’m some Joe Schmoe off the street that he can try to talk down to me and that I will believe his every poorly calculated word…kind of like the dopey salesman I had to deal with earlier in the story.
As you can see, a pattern is immerging here….
I show up on my lunch break as promised. Gary is on the phone not talking to anyone, so I can assume he must be on some sort of hold. I stand around for about 12 minutes without Gary even saying a word to me before a tech magically immerges as asks me to for a ride in my car. We go for a ride I show him the problem he tries to feed me the same B.S. line “This is normal operation” But I can tell he is being quiet and does not want to say too much for some reason and we return to the dealership.
The tech and I walk in and I state to Gary, “I’m not satisfied, and that the vehicle needs to be repaired” I also explain to Gary the 2 options we have. Option 1: we work on the vehicle as originally promised or Option 2: I can call GM Customer Care and have a case opened to get it rectified. Gary looks at me basically white as a ghost because I just pulled out the trump card. He says “wow, OK, We will call T.A.C. (Technical Assistance Center) and get it looked at.
Naturally, being one step ahead of Gary… I had opened a case with GM Customer Care on the way back from the dealership to my office with the ON-Star that in the 2018 Buick encore they provided me!
Gary calls me back a few hours later with a snicker in his voice stating that “my vehicle is a Chevy and since they are a Buick GMC dealer they cannot perform any warranty work on it. (Remember that paragraph above? This is where it comes in) Funny since they had no issue selling me a Chevrolet or trying to sell me the same aftermarket warranty for it that they supposedly service. But now they don’t???? (Boy GM is not going to like this B.S.!)
Gary also tells me to come and pick up my vehicle and to return the rental. I agree over the phone but what Gary does not know is that because I saw this coming, and by this point the case was already escalated to a senior advisors level as GM was furious that a certified gm franchise would treat a long time GM customer and stockholder this way.
At this point, I let Gary bask in his assumed victory as I lay waiting in the weeds to take him out. I waited about an hour to give him the bad news that I opened a case, and GM told me to keep the 2018 Encore until they get the case closed.
I call Gary back. I let him know I opened a GM Customer Care case and he immediately barks on the phone “YOU HAVE TO BRING MY CAR BACK!” I then told Gary, “take it up with GM” as they originally told me I get to keep the vehicle till the case is closed. Gary barks at me again and states “You need to hold, I’m going to get my manager!” But see now… I can clearly tell Gary is really, really mad. He is even going to try to be vindictive and attempt to outsmart me……but, I thought the customer was always right Gary??? lol!
After about 7 minutes on hold Gary gets back on the phone and says in the nicest complete B.S. voice possible that he could possibly muster “You’re all set, we will call you tomorrow morning” I hang up and burst out laughing!
At this point I want to be the biggest pain in the xxx for this weasel of a service tech. I started wondering about how many people as he manipulated? How many people has he ripped off? All in the name of performance bonuses or whatever B.S. they pay him on.
At this point I decided to write an email to Gary, CC his boss on it and tell him I want everything going forward discussed about my vehicle in writing.
They next morning at 7:36am I get an email that only states: Good Morning Sir, I will get back to you shortly. Thank you!!! –Gary
12:30 pm still nothing from the dealership, so I call Gm Customer Care. I give them my case number and they pass me along to my senior advisor that states the dealership has not even attempted to be in touch with them. She escalated the case further and tells me she is going to get to the bottom of it and call me back. For those of you who don’t know, GM Senior service advisors don’t take manipulation of long time GM customers lightly. They are good people who get it. That’s why I stay with GM. Some of the dealerships may suck but on a corporate level they understand people like and you me drive the business.
At 1:22 I receive an email from Gary stating that T.A.C. has reported no issue with my vehicle that shows a diagram of a completely different issue that my vehicle is NOT having. I then am instructed by Gary to give them back the rental car. Gary also emailed me a trojian virus that rendered my work PC useless during this exchange.....I find this very odd, but convenient on Gary's part. Its also the reason I chose to write this review! Thanks Gary!
I finally gave in at this point. I called GM They found another dealership for me to work with and they got me a sweet 2018 high Country to drive around for a few days. Issue ended up being a control module. Let this be a lesson. Always trust but verify, but in the case of Gallagher, Buick GMC, don’t even give them the time of day. They suck.