On the North Bay Cadillac Buick GMC web site, it says this about the service department: "From routine maintenance to critical repairs, we take the stress out of servicing your vehicle."
That statement rang true for many years, but regrettably, it is no longer accurate. Customers are strongly advised to consider how they wish to be treated before taking their business to this service center.
Over the past six months, the service department's customer service manager has developed some troubling behavior patterns, which appear to be tolerated and protected by upper management. Because of this, our household will be taking all future business -- including all future service and sales needs -- elsewhere.
To clarify, the shop staff and service advisors are exceptional. They always go above and beyond to listen, however large or small your concerns are. They remain friendly, welcoming, and solutions-oriented. They are never rude, dismissive or patronizing. They are the reason we were happy customers for so long, and why we encouraged our family and friends to take their business here as well. They are to be commended for their tireless work to remove stress from sometimes stressful situations. Please be sure to thank them profusely if you choose to do business here.
The customer service manager is another story. Unlike her coworkers, she displays poor listening skills, dismissiveness, and a unnecessarily short tone -- even with customers who are not aggressive toward her and who are simply seeking her advice. Both on the phone and in person, she makes our family feel like we are not important, that our concerns are not valid, and that we are simply a burden in the middle of her busy day -- flies to be swatted, dust to be swept, trash to be removed. Over the past six months, several people we know have had this experience. It does not matter the time of day, the day of the week, or how busy the department is; she has become reliably difficult to work with despite all attempts to produce a different result.
This is not the North Bay Cadillac Buick GMC we have come to know and appreciate over the years. I am not sure why this is happening, but it is not acceptable. All customers deserve to be treated with respect, all the time, just as we hope the customer service manager receives respect all of the time. Unfortunately, she routinely misses that very low bar for service. Having learned that this is acceptable to North Bay, we will be taking our business elsewhere -- and encouraging our network to do the same. We hope others have a more positive experience, and that, for everyone's sake, this trend comes to a stop.