We bought a 2018 GMC Acadia, Denali. Overall, sales experience was not great, but not terrible. Service started out not great, and has gone way down.
I will only post the short version for the sales experience. It took 2 full evenings ?5pm to 9pm? to get this done, because they would not do things such as the feature demonstration with only me there, and we had to wait for my husband. Despite the fact that my husband had texted the salesman earlier in the day and specifically ask for him to begin with only me as I would be arriving over an hour before him, and since this would by my primary vehicle.
On to service. This began with a few minor issues that happen to vehicles, and I blame nobody for them. There was an issue with the sunroof cover, would not open or close properly. There was a fairly loud rattle coming from the head liner, right behind the driver seat. These were looked at during our first service check, and I was told that they needed to order some parts, and they would contact me in a week or so when they came in to arrange the work.
A few weeks later and we had not heard from anyone, so we I called in asking if the parts had come in. I was told oh, yes I forgot to call you. I set up an appointment. The day of our appointment we dropped off my car. We had not even made it home when the service department called and told this would be a multiple day job, and we could come back and get a rental vehicle. So far not too bad.
When we did return to pick up the vehicle is when the trouble started. I could immediately see several issues with the head liner. First it had not been reinstalled correctly, the upper control panel had a gap with the head liner that I could fit several fingers into. There was grease and dirty finger prints throughout. I pointed this out before taking the vehicle, but since we needed the vehicle the next day for a several day trip, we had to take it and make an appointment for another day. Once out in the daylight there were more issues found. The interior was covered with oily hand and finger prints. There was a foot print on the head rest of one of the back seats. The front edge next to the windshield was left “untucked” (best description I have for it) meaning the unfinished edge of the headliner was visible through the windshield and in the cab. The rattle was still there, and now a screw (or something) could be heard rolling around in the head liner as I drove. At this point we did not leave any feedback on the survey from GM, wanting to give them a fair chance to fix the problems.
When making the follow up appointment for this, I was told that since the headliner was such a light color, there was no way to get rid of the dirt and fingerprints, but they would get it as clean as they could. After I argued with the service writer, and informed him that this was not acceptable, he finally agreed to completely replace the headliner. This was an expensive vehicle that had less than 10k miles, and I had to argue to get it to back to the same condition as when I brought it in. When I dropped off the vehicle I informed them that I had received an alert that the StabiliTrak® stability control system needed to be serviced as well.
Picking the vehicle up several days later (no complaint about the time, we wanted the job done correctly). The liner was back in mostly correct, but again there several very dirty spots & still not installed correctly. The service writer was able to get these clean, all while informing me that there was just no way to get it back to the new condition it was in. I was also informed that they checked the StabiliTrak and found no issues, and that if we got the alert again to let them know. ( after contacting GMC about all my issues I learned no one even looked at the StabiliTrak® stability control system). Then, after a few days, there was a new rattle that showed up in the headliner.
At this point I am getting fed up. When I received the GMC review, writing like I have here giving a full review. I also wrote, that I didn’t want think about it until after the holidays. I gave SLV GMC and or GMC 2 weeks after the holiday to contact me. When no one contacted me, I called the GMC warranty. We were advised to make an appointment with a different GMC dealership. I tried to do this, but once I explained that some of the work needed was to fix a different dealerships problems, I was informed that this would not be covered, and would be at my expense.
I called SLV and talked directly to a customer service manager named Daren. I am now so disappointed with SLV, and their version of customer service. My phone call with Daren consisted of him explaining that since I had left a bad review with GM that had cost him $500, and had called GM, he did not see any reason to take care of me, and that it was my fault, no job would be done to my satisfaction. I have never had any type of “customer service” experience of this nature. He did agree to “allow me” to bring the vehicle back, but could not be sure there would be a rental available. But he would get me to where I needed to go for the day.
The next day I call my service specialist at GMC, she informs me that SLV refuses to work with me, to fix my warranty items. GMC did agree to speak with the other dealership to give them the OK to redo work done from Salt Lake Valley.
Today I took my car to another GMC dealership... the difference in customer service was night and day. The service writer at this dealership, listened to what my issues were, then asked me to show him. I showed him where the headliner was still not sitting properly. He looked at it and the barely pulled on it and said “ya, this is not right” he agreed to help us get it fixed correctly.
We have purchased two of our last three vehicles at Salt Lake Valley GMC, and have had all of our vehicles serviced there for the last 5+ years. Unfortunately with level of customer service, we are now taking our business elsewhere.
This is not written as a personal attack on any of these people, as I do not know them personally. Rather this is to help others know of our experience here, buying a top of the manufacturer’s line vehicle.