On December 27th I, went to the parts department to request a replacement of rod that broke for the second time from the power liftgate of my Buick Enclave. The parts department refused to replace it, even though it was under warranty until I spoke to a service advisor. The service advisor, Mr. Rodelo, said he could not replace the rod without the approval of the Service Manager, Mr. Schultz. Mr. Rodelo was sent to inspect my vehicle by Mr. Schultz before replacing the part. The service advisor inspected the part and then my liftgate. He noticed there was a loose bolt that connects to the rod and decided he would not provide me with the rod unless the bolt was fixed. Rather than advising to have my vehicle serviced at the dealership (strange practice), he sent me to USA Auto Collision to get it replaced. Mr. Rodelo stated once I had the loose bolt repaired he would replace the rod. I followed the directions as prescribed and visited USA Auto Collision. I explained what I was told at the dealership to the auto collision personnel and they offered to inspect the vehicle’s liftgate. To my surprise, they told me they would need to remove all the parts of the liftgate, the inner side compartments, and my back seats in order to inspect the motor that lifts the gate. I told them that sounds like way too much work and effort to tighten a loose bolt. The service person at USA Auto Collision then asked me to bring in the car the following day and they would do a second inspection for $50. I refused.
I went home and took off the panel from the liftgate to tighten the loose bolt, which took 2 minutes. However, when placing the liftgate panel back a connecting piece broke causing the need to replace the entire panel ($167.38 unexpected expense). When I returned back to the Simpson Buick dealership the next day to explain what happened I received zero sympathies, horrible customer service, and was basically asked to pay for the liftgate panel. In addition to that, I was told by Mr. Rodelo, “too bad, I should have had the USA Auto Collision repair the loose bolt as instructed. Now you see, it ended up costing you more,” with a smirk on his face. I was completely dissatisfied with his service and advice. He then went to Mr. Schultz to receive approval to order the rod. Mr. Rodelo then told me it would be here soon and dismissed me. I had to persist he give me at least an estimated time of when the piece would be here so that I can make arrangements to pick it up. He rolled his eyes at me and made a few calls and told me it would be here on Monday, December 30th.
At this point I walked over next door to speak to the Service Manager, Mr. Schultz, to express my dissatisfaction with this whole situation. I waited over 30 minutes before having the opportunity to speak to Mr. Schultz. Mr. Schultz shared little compassion or concern to my less than satisfactory experience, particularly with Mr. Rodelo’s customer service. Mr. Shultz said there is nothing he can do about this whole situation and offered me an undisclosed discount on the part and sent me on my way.
Simpson Buick GMC of Buena Park has a mission to its customers that states, “Our mission is to earn our Customer’s loyalty by delivering sales and service experiences with high quality, excellent value integrity and enthusiasm. We will function as a team, work ethically, and focus on meeting and striving to exceed the expectations of our customers.” It is with regret that I say based on my experience that neither the Service Advisor, Mark Rodelo nor the Service Manager, Jim Schultz “exceeded my expectations” as a customer. Moving forward they have lost the loyalty of myself, and immediate family members, as customers.
When Simpson Buick GMC of Buena Park states that they require their employees to conduct the, “Company’s business with the highest ethical standards and treat all customers with fairness and integrity to earn and maintain their trust,” in this case they have failed. As a customer I was not treated with fairness or integrity, which leads to a serious case of mistrust and dissatisfaction. There is much that could have been done to repair this situation and make my experience more amicable and customer friendly oriented. My hope moving forward are that other customers don’t have to go through the negative experience that I had to endure. Henceforth Simpson Buick GMC of Buena Park can consider me a former customer.