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i.g. Burton Buick GMC of Glen Burnie - Service Center
Glen Burnie, MD
228 Reviews
This rating includes all service center reviews, with more weight given to recent reviews.
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228 Reviews of i.g. Burton Buick GMC of Glen Burnie - Service Center
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September 08, 2014
Customer/Owners complaint I recently had my car serviced under my extended warranty program. As always I had a bill for services not covered. At home I saw that I was charged I recently had my car serviced under my extended warranty program. As always I had a bill for services not covered. At home I saw that I was charged an additional towing fee in the amount of $40.00, My policy covers $75.00, so I called to complain. I was offered my money back or a deluxe detailing inside and outside. I took the detailing. When the car was returned it was missing the door lock button. I was assured they would get the button and would pop it back on. Turns out that a part would have to be ordered and it would be repaired. The end of the story is that the part costs $75.00 and the labor would be over $150.00. I only choice I had was if I pay the $75.00 for the part they would eat the labor. I refused to pay for a part that I did not break. It had to be broken when it was detailed. I am very upset about this and I will NEVER have my car repaired here nor will I EVER buy another automobile here. So BUYERS BEWARE !!!! I hope my friend for many years, Jeremy Wilkins reads this review My name id Dick Foster and email is bookiemomma@comcast.net More
by Dick Foster
Employees Worked With
Rick in service and General Manager, Bruce.
August 26, 2014
Oil Change & Tire rotation Car comes back Damage By Employee Took my Buick Encore in to have a Oil change and tire rotation. The total wait time was over 1 hour, when it was time to leave no one told me the vehi Took my Buick Encore in to have a Oil change and tire rotation. The total wait time was over 1 hour, when it was time to leave no one told me the vehicle was ready. It sat in the service bay for a good minutes. Until I inquired about my vehicle being finished. To top this visit off NOT ONE PERSON mention to me that an EMPLOYEE had ran my car into something or back into my car with another vehicle.. TOTALLY unacceptable for a dealer to approve of this type of destruction to your person property. Per the service Director (Robert) this is expected to happen with vehicle at Wilkins because they move vehicles in and out all day.. When I took my Vehicle back to have the Damage fixed on it, I asked for a loaner car the Vehicle they gave me was a 2014 GMC Terrian. This vehicle was absolutely disgusting inside and out.. Apparently they never cleaned the car it had trash throughout the car, and not to mention food inside the seats fries cup marks on the dash board,and a gas tank that was almost empty. I was told my vehicle would be ready on Wednesday and I would receive a call from letting me know this. All day long I waited for a call finally I decided to call around 4:45. To make a long story short the work that was suppose to be performed on my Buick Encore was Not Performed, however they tried to say it was the marks were just waxed or touched up with paint, and they tried to bend my license plate back into shape. I did speak with the General Manager Bruce who is trying to rectify the issues. Please be aware of your vehicle and check it over before leaving the dealership.... More
by dkeller3
Employees Worked With
Robert (Director of Service at Wilkins )
May 29, 2014
Horrible Service Experience I worked with Stephanie to schedule a 10am appointment. She was very helpful and friendly. Unfortunately, that was the ONLY positive part of my experi I worked with Stephanie to schedule a 10am appointment. She was very helpful and friendly. Unfortunately, that was the ONLY positive part of my experience. My husband dropped off my vehicle for service before 10am on the day of my appointment. As discussed on the phone, I was expecting a phone call once they hooked my car up to the computer to diagnose the problem. At noon, I tried to follow up because I hadn't heard anything. I was immediately sent to voicemail and left a message on Rick's voicemail. At 2pm, I attempted to follow up again and was then transferred to Caleb's voicemail. Finally, at 3pm I tried to call again and told the attendant that I needed to speak with someone in the service department, as my family would need to make arrangements to get home from work/school and we had no clue what was going on with my vehicle. After being transferred and waiting on hold for several minutes, Caleb answered. I explained to him that I needed to know the status of my vehicle since it had now been in their shop for 5 hours. Caleb put me on hold for several more minutes, only to come back and tell me that it hadn't been looked at yet! When I expressed my concern, he nonchalantly explained that they had some issues in the shop. I told him I understood if there were problems, but at the very minimum, some communication would've been nice. I explained that I tried to follow up multiple times and he responded that if I had called him, he would have let me know. I told him that I had called and left messages, only no one returned my call. He seemed to get a little bit of an attitude with me about it, as if I was an inconvenience for being upset by the lack of communication. He asked me what I wanted to do. I asked when he thought it woudl be looked at and he told me that he couldn't guarantee anything. I asked if he thought it would be within the next hour. When he said he wasn't sure, I asked him to please call me back in an hour to let me know the status. He said that was fine and said "so, if it hasn't been looked at in an hour, you're just going to come and get it?" I said "yes," because my husband, daughter, and I all need to get home somehow tonight and someone would have to bring my husband to get it. Not surprisingly, nearly an hour and 1/2 later, Caleb called to let me know that they hadn't had a chance to look at it...no apologies or attempts to rectify the situation. Between my husband and I, we have two GMCs (one that was bought at Wilkins and the other bought out of state). They've been great vehicles so far and we haven't needed much in the way of service. Since they are both around the 65K mile point, I'm sure they will need more attention. It's a shame I can't depend on the dealer closest to our home for service. Additionally, we generally purchase new vehicles every 3-4 years, I guess we'll be looking somewhere else, as I would prefer to go somewhere we can build a full relationship with sales and service. More
by SarahLorigan
May 15, 2014
Pathetic I am writing this as I sit in the waiting section at wilkens GMC dealer in Glen Burnie MD to to speak to a finance specialist. I have been waiting her I am writing this as I sit in the waiting section at wilkens GMC dealer in Glen Burnie MD to to speak to a finance specialist. I have been waiting here for over and hour, I have repeatedly asked how long before I can speak to someone where I get a response of "I don't know" from the front door secretary. I have asked to speak to a manager multiple times to describe my 3 week run-around from GMC trying to obtain my refund for an extended warranty I had purchased. I have been informed there is "no manager here to speak to". This place has pushed me to the breaking point as I never write reviews, however I just had to write how this place's disorganized lack professionalism, and "apparent lack of management or any manager at all" is beyond frustrating and is down right pathetic. So I guess if you buy a car from this dealer just pray you never have a question or problem you need them to adress, unless your in for a 3 week up-hill battle. More
by DisappointedPurchaser
Employees Worked With
Can't get any help at all
February 16, 2014
Normally great service. Concerned this time around as I called on 2/12 to make an appointment for service on transmission for my 2009 Acadia. Wilkens scheduled me for a 9:00 appt. on 2/14. I dropped it off called on 2/12 to make an appointment for service on transmission for my 2009 Acadia. Wilkens scheduled me for a 9:00 appt. on 2/14. I dropped it off at 8:00 and was told that they only had one transmission guy and that there was a chance that my vehicle would not get worked on that day. I told them that I could leave it for the weekend and if they needed to contact me that I would be available later in the afternoon. I did not receive a call that day so I called them the next day, Saturday, in the afternoon. I was told that my vehicle was not looked at on the scheduled day and the transmission guy was not there today. He said they may be able to look at it Monday or Tuesday(?) I need a vehicle by Tuesday. Why would Wilkens give me an appointment time and two confirmation emails that stated the service needed then not even look at the car. I understand if they are backed up and may not be able to do all the work on the car but at least diagnose the problem. This may be an easy fix or something that may take days but if the vehicle is not even being looked at, how would we know. I bought my car here and have been taking it for service here since the beginning. Normally I have had not had any problems and the service department would be in constant communication with me. If the vehicle was not able to get fixed the same day, they provided me with a loaner or they paid for a rental. Very worried about my experience this time. I hope this Monday, 2/17, brings a more positive experience and my vehicle is looked at. I really don't want to take it somewhere else when my previous experience with Wilkens has been very good. More
by misskelly64
Employees Worked With
Not sure of his name
October 29, 2013
Service department either is not updated on certified warranty coverage or are trying hard to rip-off their customers. I bought a GMC over the summer and have had a few issues, considering the vehicle h warranty coverage or are trying hard to rip-off their customers. I bought a GMC over the summer and have had a few issues, considering the vehicle has over 50, 000 miles. Nothing major, however the service managers, dealt with two different ones on two occasions, are not clear as to what is and is not covered under a certified warranty. Both times I was told diagnostics fees would be incurred. I am aware of the warranty and spoke to GMC themselves and they could not understand why this dealer is trying to charge diagnostics fees for service covered under the certified warranty. They seem to want to get every dollar they can becausee they want money, since it is covered and they would have to do the diagnostics and work for "free". As a consumer I purchased a certified warranty knowing that my vehicle would be covered if any issues arose and feel like Wilkins only wants to gouge me for extra money. The service manager I dealt with the second time was not very friendly and obviously had little experience dealing with customers in a friendly manner. As a GMC certified dealer, honoring the certified warranty a consumer purchases should be expected. Gouging extra diagnostics fees and acting as though they are clueless on what is covered in order to rip someone off is unacceptable. I will not, and would not, take my vehicle here if it is under a certified warranty. Extra fees and diagnostics fees will be expected even though they are covered under a certified warranty. More
by carissa8
Employees Worked With
Brian Murphy
July 06, 2013
We brought our 2011 GMC Yukon Denali to Wilkins Buik-GMC because it lost all of it's coolant and overheated. They could not figure out why it lost all its coolant and simply filled it up and said it's fixe because it lost all of it's coolant and overheated. They could not figure out why it lost all its coolant and simply filled it up and said it's fixed. When I inquired further as to why/how it was gone, they responded with "I don't know." There was no desire to try to truly diagnose the problem, instead they chose to simply address the symptoms. Furthermore, Greg, our service adviser was extremely rude to my wife and me both on the phone and in person. He would not let my wife speak on the phone and raised his voice many times when speaking to her. He tried to charge me for diagnostics that where not performed and should have been under warranty anyway. Finally, When I picked up the car it was parked in the back of the lot, dirty inside and out, grease on the steering wheel, and the radio was turned up very loud. I don't feel like they treated my vehicle with any respect. Every other dealership I have EVER dealt with has a level of service well above what I got at Wilkins. I give reviews for good and bad service so this is not just a random slam because they made me mad. I will never go back to this dealership and I suggest that anyone else looking for service for their GM vehicle look elsewhere. This is the WORST dealership service experience I have ever had. More
by TroyChagnon
Employees Worked With
Greg Chany- Service Adviser
March 27, 2007
I would not reccomend this dealership because they tell you that it is a certain problem with your car, and they ask your permission to fix the problem. Once you give them the ok to fix it they come back you that it is a certain problem with your car, and they ask your permission to fix the problem. Once you give them the ok to fix it they come back and tell you that wasnt the problem with the car and that it was something else. More
by lscott
Employees Worked With
Robin
