Suntrup Buick GMC

I want to start out by saying that Crystal was wonderful, and I am very happy with my truck. My only complaint is that Jeff cheated me on the extended warranty. He has since been very insistent that he didn' and I am very happy with my truck. My only complaint is that Jeff cheated me on the extended warranty. He has since been very insistent that he didn't lie and tell me it was a real official gm warranty, but he certainly didn't clarify that it wasn't even after I said 3 times that I only wanted the official OEM GM warranty. I know I should have read the paperwork more carefully, but I still know I was intentionally swindled. More

The salesman, Harlan, was fantastic!! My husband and I stopped on a whim one night and Harlan worked hard to get us the best deal on our trade! We started the financing process through the dealership, t stopped on a whim one night and Harlan worked hard to get us the best deal on our trade! We started the financing process through the dealership, they took our information that night, discussed where we would like to keep our payments, payoff info, other pertinent info, the fact that b/c we were from IL we wanted to be able to roll in tax, title, license fees into the loan, etc. We left that night with a promise of a call the next day. The financing officer got us right at our upper limit of payment. Great, we signed, we left, we were happy! After 3 weeks, we still hadn't received our paperwork and check so we could do our transfer, pay our taxes etc. I called and found out that they hadn't received a cleared title on the trade in. I Called that company to find that I still had a hefty balance owed on my trade in. I called Suntrup to tell them what was going on and to find out why the payoff was not verified or a payoff statement requested before they sent the check. I spoke with the the financing manager and the financing officer who told me that we would have to add the extra funds to my loan. I questioned why the payoff wasn't verified and was told that I-the customer-should have done that. The financing officer offered no responsibility for the mistake. I spoke with his manager who sounded annoyed at the situation and pushed my call off to someone else. I spoke with the general manager of the dealership who also tried to blame me, the customer, for the mistake, was mildly rude and offered nothing, but a promise to look into the matter. I explained to him that I didn't feel I should have to bear all the cost of this mistake as it was the department's job to make sure all of the i's were dotted and t's were crossed. I told him I thought the dealership should have to pay 1/2 of the mistake. He said we could probably work something out. I also requested they pay for my gas as it is a 70 minute drive both ways. I stated I would be in the following morning and then he abruptly ended the call for a meeting. We went in the following morning, the general manager was not in to see us. When I repeated our conversation, no one had any idea nor made any attempt to find our or offer anything, but a payment that was well about our upper limit. I was so incredibly upset and sick about the situation, and to be honest still am. The financing officer still made no apologies for the situation, and stated that he hoped our tax amount was right b/c he had never done an IL deal. I had to ask again for them to pay for our gas. It was an awful experience. A bad situation may not have left such a bad taste in my mouth if the customer service attitude had been better. I understand mistakes happen, I get that, but when there is no responsibility taken for those mistakes and when the heart of your business-the customer-is treated rudely, it is truly crushing. My goal with this review isn't to detur business, b/c let's face it one bad review probably isn't going to make a global impact, but instead I would hope that the employees can read this and say "you know what I don't treat each customer with respect and caring sometimes" and make a change. All I was looking for in that situation was someone to say "you know what we screwed up. I'm sorry. This is what we're going to do to make this a little easier." A familiy's money and budget are very fragile things and those that manage them deserve to feel like you understand that and care. Thank you. More

too start with took in me and my wifes g6 for drop off for ac not blowing cold and to reprogram a key fob. and told by receptionist to bring it in and if i get vehicle there by 6 pm they will have me a re for ac not blowing cold and to reprogram a key fob. and told by receptionist to bring it in and if i get vehicle there by 6 pm they will have me a rental vehicle from enterprise and she said everything was covered 100% because if it wasnt I would not have even went due to the fact I'm unemployed and I do not have money.well me and wife arrive tim takes vehicle and enterprise comes to pick us up.until we get to enterprises office and they say i have to pay for rental car so they call suntrup and suntrup says not only do i have to pay rental car but i have no warranty.which is amazing due to the fact that i paid extra for a warranty from sapaugh gm country when i purchased this vehicle.So i say skip it all enterprise has to take us back and i go in the garage to pick up my vehicle and Tim Bacon ignores me and wife the entire time without even sayingy sorry or explaining the situation.So i decide to go inside and me and my wife speak to the gm Ken Klein.He was apologetic ,i explained everything and he calls sapaugh and realizes that yes we do have a warranty and he apologized again for their mistake.I specifically told ken i do not have any money to pay due to not being employed for months.but he assured all was fixed and he took us back to service where Tim again took our car and key fobs and said it was a miscommunication and enetrprise will be back to get us for the 2nd time and our ac and fob will be fixed as soon as possible.Well the next day Tim Bacon calls me at about noon and says the ac needs freon because its low .he tells me taht is not covered so i ask what thats gonna run me.he says $55.96. I tell him unfortunatly to just hold off because i can't afford anything and just to reprogram the fob really quick and thats all.hes says if i dont fix the ac then i get charged 59.00 FOR A DIAGNOSTIC CHARGE but he will wave that if i fix it.so common sense your gonna charge me 59.00 to do no repairs or 56.00 to repair.well i think then fix it sinsce you have me in a corner.and then to reprogram the fob it will be a 45.00 charge.then after argueing for roughly 5 min somhow he know says i have a 100.00 deductable for the fob.so in 5 min the price was raised 55.00.SO THE REASON IM FURIOUS IS SIMPLE.IF I HAVE TO PAY FOR FREON THATS NOT COVERED BY WARRANY THATS OK. BUT WHY DID I NOT RECIEVE 1 CALL BEFORE ANYTHING WAS PERFORMED BECAUSE I DO NOT HAVE MONEY TO PAY FOR ANY OF THIS.MY WIFE IS TRYING TO SUPPORT OUR FAMILY AND I RECIEVE NO UNEMPLOYMENT,SO WHEN I SAY I HAVE NO MONEY I MEAN IT.I PICKED UP THE VHICLE THE TOTAL WAS 55 AND CHANGE AND I ALSO CANT BELIEVE YOU WOULD NOT REPROGRAM A FOB.I KNOW THIS YEAR G6 AND IT LITERALLY TAKES 5 MINUTES TO JUST REPROGRAM IT.LOU FUSZ CHEVROLET, SAPAUGH,AND LOU FUSZ MITSUBISHI OFFERED TO REPROGRAM IT ANYTIME FOR FREE DUE TO IT BEING SO QUICK AND EASY.I JUST FIGURED I COULD HAVE SUNTRUP DO IT SINCE I WOULD BE THERE ALREADY.100.00 ,ARE YOU SERIOUS ,THATS INSANE.BUT LETS PROCEED TO OTHER PROBLEMS.I GET THERE ,HAVE TO CHARGE THE AMOUNT AND TIM DOES NOT EVEN COME OUT FROM THE CASHIERS WINDOW TO TALK ABOUT THIS.THAT IS HORRIBLE CUSTOMER SERVICE NOT TO MENTION MY CAR WAS PARKED AT THE END OF THE LOT OUTSIDE AND THE xxxxxxx KID PARKED IT DIRECTLY IN A PUDDLE OF RAIN WATER SINCE ITS HEAVILY RAINING. AND I GUESS SINCE TIM DOES NOT WANT TO COMMUNICATE LIKE AN ADULT I WOULD OF LIKED AN EXPLANATION OF WHY THE SECOND TIME THEY DID NOT PLACE A PAPER FLOOR MAT IN MY VEHICLE OR WAS IT. I JUST HAD IT IN LOU FUSZ 2 SEPERATE TIMES LAST MONTH AND THEY DETAILED IT ON BOTH OCCASIONS,EXPLAINED IN DETAIL FACE TO FACE WHAT WAS DONE AND BEST OF ALL THEy SAID NO CHARGE.HAVE A GOOD DAY Mr.Blaylock.My father bought his car from your dealership as well as my brother and my father recommende me to come to this dealer because he had a good experience.I had informed him and he said he will go elsewhere from here on out.its a shame that all this is done to a person unemployed collecting no unemployment payments trying to servive.ALL THIS OVER $55.00. SAD ,HORRIBLE,AND MAYBE YOU SHOULD HIRE ME SINCE CUSTOMER SERVICE IS MY SPECIALTY AND STEP ONE WOULD BE TO GIVE TIM BACON THROUGH TRAINING ON CUSTOMER SERVICE. More