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Amazingly customer respect and courtesy are missing - NoLongerACustomer
I have been to this dealer many times for service. I never had a reason to complain. Now, I will never return for neither service nor a purchase. First my daughter took her car in for “The Works” service. But instead of changing the oil, they added new oil, never draining the old. They didn’t top off the vehicle’s fluids. She ended up with several hundred dollars of repairs as a result. The customer “care” she got after being transferred from on “manager” to another was a free oil change offer. Obviously that was never used.
Then I had my son drop off my car for “The Works” with a coupon. When he came home and handed me the receipt, they not only didn’t honor the coupon, they also charged me for the individual services the were to be included in the “The Works.” I was treated like I was a liar, even after showing the receipt. Grudgingly, they gave me credit for my next service. Obviously, that credit remains unused.
The final straw that broke the camels back was taking a new to us car in for “The Works” again. This time all seemed well, until I was riding home with my son in the car. I asked him to turn the AC on to cool us down. “It already is on,” he told me. The next day we took it back in and asked about this. If I thought I was poorly treated for a simple overcharge, this took customer mistreatment to new levels. Finally, with no resolution or even an attempt to find an equitable solution, I left. Another mechanic found the problem, one of the AC hoses had been cut partway through in two places with a sharp instrument. No road hazard could make such clean cuts.
I will never use their shop again. I will never buy a vehicle from them. I will never recommend them again; in fact I will recommend against them when asked. I’m not sure what happened up there. I have been a long time customer, but unfortunately my last experiences with them indicates that they have lost their focus on the customer and are seeking some other goal.
This place has no clue what customer service is... - Jenn 2018
We bought a 2018 GMC Acadia, Denali. Overall, sales experience was not great, but not terrible. Service started out not great, and has gone way down.
I will only post the short version for the sales experience. It took 2 full evenings ?5pm to 9pm? to get this done, because they would not do things such as the feature demonstration with only me there, and we had to wait for my husband. Despite the fact that my husband had texted the salesman earlier in the day and specifically ask for him to begin with only me as I would be arriving over an hour before him, and since this would by my primary vehicle.
On to service. This began with a few minor issues that happen to vehicles, and I blame nobody for them. There was an issue with the sunroof cover, would not open or close properly. There was a fairly loud rattle coming from the head liner, right behind the driver seat. These were looked at during our first service check, and I was told that they needed to order some parts, and they would contact me in a week or so when they came in to arrange the work.
A few weeks later and we had not heard from anyone, so we I called in asking if the parts had come in. I was told oh, yes I forgot to call you. I set up an appointment. The day of our appointment we dropped off my car. We had not even made it home when the service department called and told this would be a multiple day job, and we could come back and get a rental vehicle. So far not too bad.
When we did return to pick up the vehicle is when the trouble started. I could immediately see several issues with the head liner. First it had not been reinstalled correctly, the upper control panel had a gap with the head liner that I could fit several fingers into. There was grease and dirty finger prints throughout. I pointed this out before taking the vehicle, but since we needed the vehicle the next day for a several day trip, we had to take it and make an appointment for another day. Once out in the daylight there were more issues found. The interior was covered with oily hand and finger prints. There was a foot print on the head rest of one of the back seats. The front edge next to the windshield was left “untucked” (best description I have for it) meaning the unfinished edge of the headliner was visible through the windshield and in the cab. The rattle was still there, and now a screw (or something) could be heard rolling around in the head liner as I drove. At this point we did not leave any feedback on the survey from GM, wanting to give them a fair chance to fix the problems.
When making the follow up appointment for this, I was told that since the headliner was such a light color, there was no way to get rid of the dirt and fingerprints, but they would get it as clean as they could. After I argued with the service writer, and informed him that this was not acceptable, he finally agreed to completely replace the headliner. This was an expensive vehicle that had less than 10k miles, and I had to argue to get it to back to the same condition as when I brought it in. When I dropped off the vehicle I informed them that I had received an alert that the StabiliTrak® stability control system needed to be serviced as well.
Picking the vehicle up several days later (no complaint about the time, we wanted the job done correctly). The liner was back in mostly correct, but again there several very dirty spots & still not installed correctly. The service writer was able to get these clean, all while informing me that there was just no way to get it back to the new condition it was in. I was also informed that they checked the StabiliTrak and found no issues, and that if we got the alert again to let them know. ( after contacting GMC about all my issues I learned no one even looked at the StabiliTrak® stability control system). Then, after a few days, there was a new rattle that showed up in the headliner.
At this point I am getting fed up. When I received the GMC review, writing like I have here giving a full review. I also wrote, that I didn’t want think about it until after the holidays. I gave SLV GMC and or GMC 2 weeks after the holiday to contact me. When no one contacted me, I called the GMC warranty. We were advised to make an appointment with a different GMC dealership. I tried to do this, but once I explained that some of the work needed was to fix a different dealerships problems, I was informed that this would not be covered, and would be at my expense.
I called SLV and talked directly to a customer service manager named Daren. I am now so disappointed with SLV, and their version of customer service. My phone call with Daren consisted of him explaining that since I had left a bad review with GM that had cost him $500, and had called GM, he did not see any reason to take care of me, and that it was my fault, no job would be done to my satisfaction. I have never had any type of “customer service” experience of this nature. He did agree to “allow me” to bring the vehicle back, but could not be sure there would be a rental available. But he would get me to where I needed to go for the day.
The next day I call my service specialist at GMC, she informs me that SLV refuses to work with me, to fix my warranty items. GMC did agree to speak with the other dealership to give them the OK to redo work done from Salt Lake Valley.
Today I took my car to another GMC dealership... the difference in customer service was night and day. The service writer at this dealership, listened to what my issues were, then asked me to show him. I showed him where the headliner was still not sitting properly. He looked at it and the barely pulled on it and said “ya, this is not right” he agreed to help us get it fixed correctly.
We have purchased two of our last three vehicles at Salt Lake Valley GMC, and have had all of our vehicles serviced there for the last 5+ years. Unfortunately with level of customer service, we are now taking our business elsewhere.
This is not written as a personal attack on any of these people, as I do not know them personally. Rather this is to help others know of our experience here, buying a top of the manufacturer’s line vehicle.
Don’t believe their advertising - They didn’t care about me. - G C
I once had to get my door repaired because water was leaking into the car through the lining around the door. The 'all knowing' GMC service manager moved the bracket that locks the door in an inch and exclaimed "FIXED!" This made the door not line up with the rest of the car. This also caused damage to the weather strip. I told them that didn't fixed the problem. The manager replied in a condescending voice "that's how the pros do it." I immediately went to the owner's office to report the ridiculous solution. The owner told me that he hired a manager to handle "problems like me" and that if I didn't like what his manager did than I should sue him. My only option was to leave. I refused to pay for the service and went to another dealer (non GMC) to get it fixed. It turned out that I needed a new weather strip too. I felt like the owner thought that I was beneath him - I'd never recommend this company. Looking at other reviews - I'm not the only one. When Mark Harmon asks you to call him, don’t bother - he might just tell you to sue him if you’re unhappy.
Purchased a 2500HD - AutoBots
Found a truck on line at Jerry Siener GMC/Buick... we bought the truck and we asked for keyless auto start on the truck to be added and we where told it would be two weeks and mind you we made the purchase on 1/19 and now it's the second week of February and we have made several calls all we keep getting the run around, they don't even return your calls.. what kind of BS is this? I would have never bought this truck their if I knew this is the kind of service this dealership is proud to serve their customers. So upset. Worst feeling ever.
Amazing experience - Devind33
We just purchased a 2016 slt Acadia we couldn't have been more pleased with our salesman Lyman, Curt the finance guy and Ryan the manager. We loved the smooth process and especially the transparency. Everyone was very friendly and they worked with us with our indecisiveness. Buying a car is always a long process but they were very thorough Lyman spent a significant amount of time teaching us how to use all the features on our new vehicle and went into detail of each one. We couldn't be happier with our decision or the service we received!! I am sure their other salespeople are great but go find Lyman if you want white glove service.