SERVICE DEPARTMENT: Multiple visits with poor experiences each time. Latest visit for third attempt to fix an issue. I had asked how long the appointment would take and was told two hours; 2.5 hours after appointment drop-off, received a call (voice message not receive until after departed dealership) from service department saying they didn’t have time to fix the issue and it would require an overnight stay and would be ready by noon the next day (no consideration or contact for 2.5 hours?) When I initially returned to pick-up my truck I was ignored (by service writer, Sandy) when I asked what the status he said, “someone will be right with you” and continued shuffling papers on his desk and initiating calls out instead of helping a customer right in front of him. Service writers appear to not work together, and appointment schedulers appear to have no communication with the Service writers when making service appointments.
PARTS DEPARTMENT: While in for service appointment, I went to parts, to inquire about a factory accessory, rang the doorbell and waited several minutes, then a young man came up; told him what I was looking for and he disappeared into the back, returned five minutes later and ask again what I was looking for, disappeared again, waiting another 10 minutes I gave up and departed.
GENERAL MANAGEMENT: With this days exceptionally poor service, I asked a sales representative to speak with the general manager and was told I needed to go through someone else prior to speaking with the GM, told them I would be in the service department picking up my truck, after half an hour speaking with service writer and mechanic technician on their excuses for the wasted appointment, I departed the dealership with no contact or effort by the GM.
DEALERSHIP and GMC FACTORY RECALLs: I mistakenly assumed that this WILKINS dealership, while performing routine maintenance, would service or at least mention a factory recall (that’s how it works at Wilkins SUBARU service department, they serviced it WITHOUT me pointing out or having to ask them to fix it). Routine service performed February 2020 did not refill my DEF, nor take care of the recall for the diesel exhaust fluid (DEF) – not fixed until I ran out 1,000 miles after my routine service. When I ran out, I called to see if they had made the recall fix and was informed they had not; also the service printout indicated they had filled the DEF and according to GM that tank should last not 1K miles, rather between 3-5K miles - so I question if they did fill DEF at routine service like they indicated they did.