Robert Brogden Buick GMC

Stay Away. 2 months of promises to call back and never would My wife and I bought a new GMC Acadia from Robert Brogden Buick GMC in Olathe and I want to share our full experience. I would stay away from this dea My wife and I bought a new GMC Acadia from Robert Brogden Buick GMC in Olathe and I want to share our full experience. I would stay away from this dealership if you value customer service, respect, timeliness, follow up or professional courtesy. Here is the good and the ugly as I want it to be a fair review. Full review below but short version is 2 months of lack of service dept follow up on repairs needed for a brand new car. In the end, the GM refused to take my call to hear me out or resolve the issue. The sales experience was overall positive. We did get a good deal (why we purchased) and everyone was pleasant. I will say that I pushed passed the sales rep, Pres Taylor, lying to me in the beginning. Looking back, I should not have. We had been shopping at a nearby dealership who would not take off 3 extra packages they put on all new vehicles so I called Robert Brogden and spoke with Pres who said he knew exactly what I was talking about and knows everyone who works over there. He agreed it was a terrible method of adding margin back in. He said because he was in KS he had 1 or 2 fees, I can’t remember. But he said “that was it.” I later found he lied when the paper work showed up with some extra stuff on there just like the other dealership. He then said no way it could be taken off. I ended up getting the deal I wanted dollars wise but that charge was left on there. Just moving numbers around but makes it seem really shady and I don’t appreciate being lied to but we had been out all day and were tired so we bought. I did like Pres Taylor though, want this review to be honest. The issues started when we had to get some things serviced: window tint that was part of the purchase, paint chip, leather on steering wheel and wind noises from both side mirrors. We were told the service department would call us to set all of that up the day we purchased the car. They did not and is the theme of this feedback. We called and wanted to schedule everything at once if possible. The service rep said they would have to call the tint people and get back to us. They never did so we called back and same story, had to check and get back to us and never did. After a few rounds of that, we got scheduled for a Thursday because the paint repair person was there then. They gave my wife a loaner vehicle which was nice. They had her vehicle for longer than they quoted but wasn’t a huge deal since they gave a loaner. Upon returning the vehicle, they said the steering wheel and both mirrors had to be ordered from GMC and would call us. They never called so we called back. Every time we called, they acted like they didn’t really know what was going on or they didn’t have good notes in their system. Allison and Kristie are the 2 service reps we remember talking to and the ones who would never call back. I am not sure if they are new but I am sorry to say are just not good at their job. Finally after another no call back, I called in and requested to speak to the service manager to get this resolved and share my experience so far. He did apologize and said he would get right on this. He said it takes some time to order from GMC, especially mirrors because they have to verify we didn’t damage the mirrors. I totally get that and the time frame isn’t the problem, it is the lack of follow through after countless apologies and promises to call back. So then the service manager says, okay I will have one of my reps call you when they are in. Really? I had to ask him if he could handle this at this point because I am lacking faith in his team. He said yes he would. He did call me back as promised 1 or 2 times. Then, over a week goes by without communication so I call him. He says, you won’t believe it but all the parts came in today. He then went on about how I am sure it looks like he forgot but wanted to assure me he didn’t and it was just weird timing. He kept going on about that part which made it seem like he was being dishonest but none the less got it scheduled. My wife drives back to the dealership for the repair and gets another loaner. When it was all complete, she is driving home and notices one of the mirrors will not go up after trying to make and adjustment. She drives back to the dealership where the service rep comes out and mashes on the button for a minute and says, yes it does work and it did appear to go up. My wife was cautious and asked what if she had future problems. The rep, acknowledging how many issues we have had offers to send someone to pick up the vehicle and drop off a loaner and gave that in writing. Sure enough, mirror is popping when you try and raise it a few days later. My wife calls in and they schedule a pick up from our home before she goes to work. This is more convenient but still burning our gas to drive to the dealership. The day off, no one shows up. My wife is so frustrated, I call the dealership and speak a service rep and explain that no one showed. Kristie's response was “Oh Allison (rep who scheduled the appt) called out today but we don’t schedule appointments that early. It was very rude and zero empathy or apology in her voice. She asked if I wanted to reschedule. I told her no because of the numerous issues and I asked if the GM was in yet. He wasn’t so I called back later that day. The GM did not answer so I left a message, I believe it was a Thursday. I left a high level message of our experiences and that I wanted to share my experiences going on in his dealership and to get the issue resolved. I did not receive a call back. I called on Friday, no answer. I spoke to Pres, my sales rep. He apologized and did seem to care. He said he would personally relay the message to the GM but he couldn’t make me call. I said of course, whenever he is free. No call back Friday or the weekend. I called back on Monday around mid-day to give GM time to call me. Operator transfers me and straight to voicemail. I called back, and the operator was apologetic like Pres was and assured me she would also hand deliver a message to the GM and verified he was in the office that day. That afternoon, I get a call but don’t recognize the voice to the be the GM although he was acting like him to resolve my issues. I had spoke to the GM and sat in his office when purchasing the car. This was another manager (Sebastien) who was told to give me a call. I politely thanked him for the call, but that I would like to speak directly with the GM at this point. It had been 2 months since purchasing this vehicle and nothing but false promises and let downs so I wanted to ensure the GM heard it from me directly. I get issues come up, it’s not the issues (although it was a brand new car) it was the customer service and experience. He said okay and we got off the phone. Later that afternoon, I get another call and it was him again. I asked why the GM didn’t call me as I requested and he replied that the GM pays him to do this job. I again said I understand that and that he could probably solve the issue by setting up another appointment but this was bigger than that I wanted to personally talk to the GM. I told him I can wait if he is busy. He said the GM will not talk to me. He also said that I had said I would never come back to that dealership (implying what is the point in the GM talking to me). I said, I never said that. Even through all of this, I didn’t want to write off the dealership due to a handful of people. The GM refused to take my call and so I was done at that point. I scheduled an appointment at Reed Buick GMC and they took great are of me. They apologized even though it wasn’t their fault. Their communication was great, got the mirror fixed in 30 minutes, washed the car, handed me a “thank you” chocolate bar and I was on my way. Overall, a great experience and how it should be. I am will be buying a new GMC Sierra next year when the interior gets updated and definitely will not be going back to Robert Brogden, even if it is a better deal. I am a GM in retail and would never deliver that kind of customer service (lack of) to anyone. Once something hits my desk, I take ownership and see it through to the finish. The buck stops here mentality. Everyone makes mistakes, it is how you rebound from them that makes all difference. More

Fast friendly service as always! The service at Brogden continues to improve. The service staff is friendly and takes the time to document all issues for the technicians. After serv The service at Brogden continues to improve. The service staff is friendly and takes the time to document all issues for the technicians. After service they make sure to check all is good to go which is always appreciated! More

We Drove three hours to get there and The staff there took good care of seeing that things were ready for us. We love the car and appreciate everything that was done to get us back on the road home. Than took good care of seeing that things were ready for us. We love the car and appreciate everything that was done to get us back on the road home. Thanks! More

This was a GREAT experience! Pres had me in my new car with no stress and ready to take on the day! Thank you for your help! with no stress and ready to take on the day! Thank you for your help! More

Asked for an oil change and got an oil change. There was no commission based needs for the car that were trying to be sold to me. Integrity no commission based needs for the car that were trying to be sold to me. Integrity More

Fast. Fair. Professional. I would definitely go back when we are ready to buy again. They made the whole process easy. Obada is great Thanks again for a quality vehicle for our family when we are ready to buy again. They made the whole process easy. Obada is great Thanks again for a quality vehicle for our family More

The team was friendly and accommodating. They provided me with a loaner and were helpful in transitioning items so I could keep my work trip on schedule. Wish they could have installed Car Play but that was with a loaner and were helpful in transitioning items so I could keep my work trip on schedule. Wish they could have installed Car Play but that was a limitation of my vehicle. More

Becky was great at listening to what we were looking for and as well as the rest of the employees at Robert Brogden for a smooth transaction and as well as the rest of the employees at Robert Brogden for a smooth transaction More