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Suburban Chevrolet Cadillac - Service Center

Ann Arbor, MI

3.4
149 Lifetime Reviews Review Dealership

149 Reviews of Suburban Chevrolet Cadillac - Service Center

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November 18, 2020

"Came for a oil change since I bought the vehicle here...."

- AlexDundee

Came for a oil change since I bought the vehicle here. Met Makayla and I asked for an estimate since this was my first customer pay one at this dealership. I was provided a written estimate of $50 for a oil change. Waited for about an hour and Makayla came inside to get me as the car was finished. While walking to the cashier she mentions she didn’t notice that it was a diesel and it was significantly more. I told her she should have come and told me the new price before they started the work. I told her I shouldn’t have to pay anymore then the estimate since nothing more than what was estimated was required. She then lectures me on how this is how much the parts cost and what do I expect it to be free. I told her no I expected to pay what I was quoted. I also informed her that they are charging $90 for an oil change that Victory Chevrolet in Milan charged me $50. She then said she will look into it and will let me know what they can do. I wait about 10mins and she comes back and tells me she called Victory Chevy in Milan and they charge the same as them. I told her no, if you actually called them and checked I got my last oil change for $50. She then basically says I’m wrong and let’s me know they knocked $15 off the price and that’s all they can do. I told her I have somewhere to be but I am not happy and I would like the service manager to call me. She tells me that she had already spoken to the service manager and this is all that will be done. I still requested a call, paid my bill and left. I never received a call so I tried calling and leaving messages for the service manager to call me. Never got a call so I ended up having to file a complaint with the Secretary of State to get the remainder of my money back. They investigated it and found that they broke the law. The service manager that was new called me and offered to send me the money they owed me. He did apologize for what happened and stated that he was new and wish he knew about this when it happened so he could take care of it.

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Recommend Dealer
No
Employees Worked With
Makayla Colombo
March 28, 2019

"bodyshop"

- KATERINA1992

i loved coming here. they treated me like family and did everything they could to help me with my AAA claim. they did everything they could to make me happy with my updated and and seeing friendly smiles every time is a HUGE plus! will be telling everyone about the collision center and if they need anything to see the ladies in the front!

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Recommend Dealer
Yes
Employees Worked With
natalie, kendall
November 20, 2018

"Incompetent and dishonest"

- Carbuyer_review

Check their Yelp reviews. The many negative reviews you see are for a reason. Amazingly bad - I do not doubt any of the many reviewers that claim they were ripped off by this dealership. Their service department is a bad combination of incompetence and dishonesty. We've had repeat visits for the same issue and then they charge for the same work twice if they can get away with it. They do not return phone calls and when you do talk to them, you'll get different stories depending on who you talk to. They have charged us for work which we later discovered was not even performed, and they will even charge you for work which was not authorized but then refuse to release your vehicle until you pay them. Our own recent experience borders on fraud and we are going to have to go back to the credit card company to get our money back. The only people that are going to be happy with Suburban is someone that buys a brand new car every few years and doesn't have any trouble with their vehicle. Anyone that needs any kind of service or customer assistance after the sale is going to be shocked at how badly the service department operates and how poorly this dealership is run. And make no mistake - they WILL lie to you without hesitation. Buying a used car from them is out of the question and you will see several reviewers that got ripped off by Suburban on a used car, as well as by their service department. There are so many other dealerships, it's hard to imagine why anyone would go there unless they just didn't know. Read the other reviews - we are not just isolated unhappy customers. There is a pattern here.

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Recommend Dealer
No
Employees Worked With
Other Employees : Illyana Bevins, Mike Mosser
Dec 20, 2018 -

Suburban Chevrolet Cadillac responded

We are sorry to hear about your bad experience with our service department. Please reach out to our service director Illyana Bevins at 734-327-1791. We would like to see what we can do to rectify your situation.

September 05, 2018

"Find another dealership!"

- Chevy Guy

I called the collision center last week and spoke to their manager, Whitney Mosser, who was very rude and didn't seem to know what she was talking about. She couldn't answer most of my questions and was very short with me. I decided to not drop my car off there after speaking with her. I called the dealership today and found out the General Manager has the same last name,...turns out it's her father! If he wants his name associated with that dealership, he probably should consider removing his daughter! Dusty's, here I come!

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Recommend Dealer
No
Employees Worked With
Whitney Mosser
Sep 25, 2018 -

Suburban Chevrolet Cadillac responded

Thanks for your response happy to take your commits under consideration.

Sep 25, 2018 -

Suburban Chevrolet Cadillac responded

Thanks for your input! we will take your commits under consideration. Mike

Sep 25, 2018 -

Suburban Chevrolet Cadillac responded

We're disappointed to read that you did not have a good experience at our collision center. We appreciate the feedback and will review our customer service process with the team.

August 30, 2018

"Quality work, excellent customer service "

- Turbo2014

Pat and Illyana are great! Very accommodating and knowledgeable. Whenever I take my car there I know they will be able to help me out, with either preventive service or any other issues!

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Recommend Dealer
Yes
Employees Worked With
Pat M. & Illyana B
August 30, 2018

"You can always count on Duane!"

- LD

I have been going to this dealership for a few years now, and wouldn’t go anywhere else. Duane has always been extremely helpful even with something as simple as an oil change. You can always count on receiving amazing service with each visit.

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Recommend Dealer
Yes
Employees Worked With
August 29, 2018

"Duane Truhn is ver excellent"

- Along920

Duane Truhn is a very good and excellent customer service. He is one of the first one's to help you out when you come to get service done on your car. He is always trying to work with you and will always call you if there is more of an issue with you car. Very good at keeping you in the loop. He is my go to. I wouldn't recommend anyone else.

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Recommend Dealer
Yes
Employees Worked With
August 28, 2018

"Phenomenal"

- Bunztickler

I walked in he greated me at my car with a huge smile was verry helpfull with all the issues on my car and got everything sqared away as soon as he could i was compleatly satasfied with his service

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Recommend Dealer
Yes
Employees Worked With
Tommy poole
August 28, 2018

"Duane Truhn is awesome!"

- mlrb1203

Duane is an awesome service tech. I wouldn't go any where else. He is great to work with and has always taken great care of my vehicles. He's there when I need him. Awesome job!

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Recommend Dealer
Yes
Employees Worked With
August 28, 2018

"Duane the man!"

- Danno

Duane is a straight shooter and always let's you know where you stand in the service process. Very easy to work with and makes the best popcorn

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Recommend Dealer
Yes
Employees Worked With
1
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