McKenzie Buick GMC - Service Center

McKenzie Buick GMC responded

We hate to hear that your experience was not positive. We did investigate this issue, and your original repair order was discounted significantly. Your vehicle is 17 years old. When they did the work on your vehicle, they told you they would try and fix your issue but doing work on a vehicle that old, there is no guarantee it will fix ALL the issues with the vehicle. Some facilities will not even take in a vehicle that old because of this reason but our service manager truly wanted to help you. The repair we did, we put it back on the rack and doubled checked that it was fixed correctly. We unfortunately cannot do the work for "free" as you would like because the parts and technician cost money. You wanted us to fix this next repair for no charge, we simply cannot do that. You were sitting in our technicians bay, which is a safety hazard so Mike asked you to leave. Then you parked your vehicle behind the bay and would not move while recording our personnel without their permission which is harassment and was making them extremely uncomfortable. That is something that we do not allow so we had the cops ask you to please leave the premise since you refused to leave. We wish this experience could have been different, but unfortunately there is no way we can do all the work to your 17 year old vehicle for free, we did however give you the best discount we possibly could and told you we would discount the second repair but you did not like that answer.

McKenzie Buick GMC responded

Thank you for taking the time to let us know how we did. We hope you have a great day!

McKenzie Buick GMC responded

Good Morning Mr. Bartlett, We apologize for the inconvenience Mr. Bartlett has encountered with his transmission replacement. When the vehicle was initially brought in for the transmission concern our service manager notified Kathy, Mr. Bartlett's advisor, and Mr. Bartlett there was and still is a national shortage of General Motors replacement transmissions and there was no ETA on when one would be available. Mr. Bartlett stated he would take his vehicle elsewhere to which our service manager replied, okay because the service manager knew there was no way we could get a GM transmission in a timely matter. Mr. Bartlett's service advisor spoke again with Mr. Bartlett and the customer decided to purchase an aftermarket transmission from a company called Whatever it Takes Transmissions to be installed by our dealership. The service advisor told Mr. Bartlett that the manufacturer cannot warranty aftermarket transmissions but will have a warranty from the parts supplier for 3 years 36,000 miles. The customer decided to continue with the repair using an aftermarket transmission. Upon receiving the transmission, the transmission was installed and the vehicle given back to the customer. Shortly thereafter the customer brought the vehicle back stating there was still an issue with the downshifting. At this point in time, Kathy Rogan was no longer with the company and our service manager took the issue to the aftermarket part supplier requesting they replace the transmission completely. They denied that request stating their warranty process is to try to repair the transmission before replacing. They sent a torque converter and gave a list to the technician of required steps to complete the process for the repair according to their warranty claims process. That was completed by their instruction and the vehicle given back to the customer. The vehicle was still not running correctly, and the service manager has reached back out to the parts supplier for further instruction. We are at the mercy of the parts supplier and their warranty process. Today we called the parts supplier and demanded they sent a new transmission. We understand Mr. Bartlett's frustation however the money for the transmission has been paid per the customer instruction to this aftermarket supplier and we are at their mercy to honor their warranty and follow their warranty claims process. I assure you Mr. Bartlett that we were on the phone just this morning with the supplier to try and get this issue resolved and will be in touch with you when we are able to get an answer from the supplier.

McKenzie Buick GMC responded

Rick, thank you for taking the time to leave us feedback about your experience with us. We would like the opportunity to find out how we can better assist you in the future. If you are willing, please contact us (850) 981-6458.

McKenzie Buick GMC responded

Thank you for reaching out to us. We regret to hear about the situation you have described. We would like the opportunity to address your concerns. Please reach out to us directly at (850) 981-6458 when you have a chance. Thank you, and we look forward to hearing from you.

McKenzie Buick GMC responded

We're glad everything was completed quickly and to your satisfaction! Please don't hesitate to reach out if there's anything additional we can do for you.

McKenzie Buick GMC responded

Wow, we're glad you had such a wonderful experience with us! If you ever need anything else from us, please feel free to give us a call or stop by. Have an awesome day!

McKenzie Buick GMC responded

We appreciate your positive review about your recent experience with us! If you ever need anything else from us, please feel free to give us a call or stop by. Have an awesome day!

McKenzie Buick GMC responded

Thank you so much for taking the time to leave us a review. We are happy to hear that you enjoyed your visit at McKenzie Buick GMC. We appreciate your business and hope to see you again.