Scranton GMC of Vernon - Service Center

Scranton GMC of Vernon responded

Please accept our sincere apologies for how you were made to feel during your recent visit to our dealership. We truly do value everyone that walks through our doors - regardless of what vehicle they have, we aim to make everyone feel appreciated. Obviously we fell short of that when you were here. If there is anything we can do to help turn this around for you, please do not hesitate to reach out. I have made management aware of your situation so that it can be addressed with the full staff. We appreciate the feedback, because while we usually take a great deal of pride in our customer service, we know we can always do better. So thank you for taking the time to let us know.

Scranton GMC of Vernon responded

We apologize for the frustration experienced with our service department. I am not sure what exactly occurred that made your service take so long, but our Service Director would be more than willing to discuss it with you further should you wish. While you scored our customer service extremely low, you did still rate a 4/5 on overall experience and stated you would recommend our dealership to others, so hopefully that is an indication that other aspects of your experience were positive. In any case, we want to do everything we can to make every customer's experience a positive one, and if we fall short, we want to turn things around whenever possible. So if you would like to speak with either our Service Director, or even directly with our General Manager, please respond to this review (privately is you prefer) with the best phone number and time of day to reach out to you and I will make certain that you are contacted. Thank you for your time.

Scranton GMC of Vernon responded

We are disappointed to hear that you have found our service prices so much higher than at other dealerships in the area. There are obviously many factors taken into consideration when our prices are set which can cause our pricing to differ from that of our competitors (the most common being what steps our technicians take to complete the work, which may differ from the way the particular service is completed elsewhere). But, while the quality of our service is our top priority, the value and fairness of our pricing is also extremely important to us, and we always welcome feedback from our customers (or prospective customers) that helps us identify areas that may need to be reevaluated. I have brought your comments to our Service Director, and if you have any specific examples or areas you would like to discuss (maybe the ones that you have found to be the most out of alignment), he would be happy to chat with you and get your input. So if you have any additional information that you think would be helpful, please feel free to contact the Service Department Director personally. His name is Mike Conlon and he can be reached at 860-872-9145 or by email at MikeC@scrantonmotors.com. Thanks and have a great day!

Jmargaitis responded

The time to complete the work quoted from Scranton was one hour. The GMC dealer I used instead completed it in 1.5 hours. I hope no one is foolish to believe your price is $300 higher for the same job, based on the expertise of your technicians. The work was performed by a great area GMC dealer. This was for a brake job, not a highly technical repair.