Service needed far from home - BorderMom
We were hundreds of miles from home towing a large fifth wheel when it appeared we might have lost the transmission to our GMC 3500HD. We limped in on Easter Sunday night to wait for service to open in the AM.
Caleb took us right in, ran the diagnostics, explained the issues and had us back on the road within an hour or so. So very grateful to have found an honest, capable service department. They also looked at a secondary issue for us and were very helpful. We could not have asked for better service.
Thank you Serra...you have excellent employees who represent you well!
Warranty Work Upsell Scam - Scam Alert
Went for warranty work was told that an add on service (fuel treatment for over 100 dollars) was mandatory or they would not replace my cam shaft sensor under warranty.
Poor Communication / Poor Service / Poor Customer Care - Unhappy Customer
TO SOMEONE EMPOWERED TO CREATE CHANGE (You - the consumer):
I had a poor experience with this dealership in May of 2016. Our 2008 Buick Lucerne had a dead battery, and the service department replaced the battery. When I picked the car up and got home, I checked the work. The battery compartment is under the rear seat – when I inspected, the entire area under the seat was dirty and littered with debris. More importantly, the battery terminals were severely corroded and I questioned whether or not we actually received a new battery at all. When I returned the car, Paul Baggett (Service Manager) observed the work with me and told me that the battery was new, but the terminals had not been cleaned prior to installation of the new battery (or the area simply vacuumed of debris). He agreed that the terminals should have been cleaned. While Paul offered to fix the problem, this level of quality was quite unacceptable to me. Did no one check this work prior to returning to the customer? Is it not good practice to clean battery terminals in general…let alone when a customer pays for a new battery? Is this an extra service, or just simply quality service? Based on this experience, I did not return to the service shop until just recently.
SAME 2008 Buick Lucerne…vehicle began to overheat on the Freeway. We had it towed to this dealership out of convenience (though I had some reservations). Tracy Davis (Service Advisor) met me at the service garage and took possession from the wrecker. Tracy called me later that day to inform me that the vehicle needed a new water pump and motor mount (estimate of about $1000 labor and parts). I approved the work. This was on a Friday afternoon. Tracy informed me the work should be completed by Saturday close of business. I called Saturday around 2:30 PM for an update and was told that the Service Department was closed until Monday morning. I was quite upset, as this was a surprise to me. After multiple pleading attempts for someone to let me know what was going on with my vehicle, I was transferred to a Sales Manager (Steven – Cell Phone # 268-0942). He was quite rude and told me he had no information about my vehicle. He stated, “I’ll do some research and call you back. Just so you know, I’m not the kind of guy that says he’s going to call you back and doesn’t call you back.” He never called me back…and I doubt he even looked into the matter (Based on that interaction alone, I will NEVER purchase any vehicle from this dealership, and advise anyone who will listen to do the same. My mother has driven a Buick for years, purchased her last Buick from this dealership, but will go to the competition for her next car.) When we picked up the vehicle on Monday, the price was higher than quoted due to a coolant flush that I did not authorize (in fact, the invoice states that it was an added operation by Tracy Davis – I never authorized that). There were some good neighbors at the dealership at the time, so I did not want to cause a scene at the cashier counter (figured I would fill out the survey that I knew would come).
Problems with this issue:
1. Tracy Davis never called me on Saturday to let me know the vehicle would not be ready. If this were known, I would have rented a vehicle or inquired about a loaner.
2. Extra work was done on the vehicle not authorized by me.
3. Steven (Sales Manager) outright lied to me.
But wait, there’s more:
One day later, this vehicle overheated again. After $1300 and a poor experience, the problem was not fixed. I called and spoke with Paul Baggett (still there apparently, and still having problems with quality service care). He set up a towing service. This towing service took half the day to deliver the vehicle to the dealership (maybe not the dealer’s fault, but I had to continue calling to receive updates on this). Once the car arrived at the dealership, it was discovered that the coolant elbow on the intake manifold needed replacing – apparently something that should have been done with the original repair. Missed work due to this and we were without a vehicle for another two days. When we picked up the vehicle on Wednesday, there was no attempt to apologize for this horrendous experience – simply the invoice, the keys, and a handshake.
Problems with this issue:
1. Not having automotive experience, it makes me question whether I needed all the work done originally. Was the problem simple all along, and I was fleeced for extra repairs?
2. If the problem was related to the original repair, why wasn’t it done correctly the first time? Do you realize what a severe inconvenience it is to go through this twice in one week – especially after spending such a great deal of money? Where is the quality control?
3. Where is the customer communication? Why did I have to call the dealership to receive an update EVERY TIME?
Overall, it seems there are some significant opportunities for improvement at this dealership (Service and Sales) as it relates to the customer experience. As stated above, I cannot in good conscience patronize this business ever again…would you?