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Had to deal with the folks at gates from 8oo miles away... - carpentergord
Had to deal with the folks at gates from 8oo miles away and they were very helpful and looked after all my needs excellent customer service.
Top Reviewed Service Specialists At This Dealership
Joe repaired several cars and trucks for my family as... - Rleve1962bobleve
Joe repaired several cars and trucks for my family as well as my work vehicles. I am pleased to say they all came out very well
Body Shop Manager
Very unprofessional Dealership - packerfan0417
I bought my 2015 Nissan Altima in june if 17. My car was detailed and delivered to me. When i came there to pick it up it smelled of cigarettes. The salesman also smelled it and offered a new detail. So i said why does it smell it didn’t on the test drive, well the fetailer evidently smoked in my new car. So i took the new detail which was done and it was done very half assed. Wax left on the car, windows not done, so the said that i could have a new detail on them to be used WHENEVER I WANTED. Well today i call up to schedule that detail and they tell me there is new management and they will not honor it even though it is in there system. The sales manager said i only had 60 days but that was never said to me ever. I was told WHENEVER I WANTED TO USE IT, IT WAS AT MY DISCRETION. They are shady and not to be trusted. Do not buy a car from there trust me on this you will regret it.
brake lines - krock121
Brakes went on truck in New London 7/7/717 seeing Brustelon replaced front and back breaks within the year took truck to them Fri afternoon 7/7/17 they couldn't look at it till at least mon which that was ok so they called mon said break lines need to be replace truck is 2006 original lines we gave consent to do work Kevin stated would be done Wed the latest so we don't call Tuesday to ask when truck will be done exceptable then wed rolled around end of day no call nothing we call waiting on parts tomorrow will be done Thur same no call end of business day call them someone called out couldn't get to our truck. definitely done FRi morning waited till 10 or so on fri morning drove there go inside almost done so husband waits in waiting room maybe 15-20 min we decide to drive around the building to look and see if anyone even working on his truck nope tires off on lift no one near truck. so call GM corporate tell them everything ending complaint with if we didn't have truck back that day Friday 7/14/17 end of day they could put tires back on push outside and we would have tow truck pick up sat. we received first phone call from them since mon 7/10/17 they called at 3-330 , 7/14/17 saying truck ready we could pick up enough said
the service managers are knowledgeable and do not push... - fred6398
the service managers are knowledgeable and do not push unnecessary service on customers. they explain the. costs in advance and are done when they say they will be
Chevrolet Buick of Wilton, for my 2019 Cadillac Escalade... - Stephen L Horvath
Chevrolet Buick of Wilton, for my 2019 Cadillac Escalade is the Best GM Service in the area by far. They not only explained every thing that was done in detail, but then including a coupon for additional savings, wow nice touch! Thank you!
The games! Oh, The games! - TruthSeeker1911
When Parsons Buick in Plainville closed I needed a new dealership to handle all my purchasing and service needs
This is the entire nightmare that has taken place.
My relationship with Gallagher Buick GMC started when I looked into purchacing a Certified Pre-Owned Chevrolet Silverado they had on the lot. I decided to go look at the truck and agreed to purchase the Silverado with the Simoniz protection, under the condition that the paint be brought back and buffed as it had some carwash damage that needed to be removed.
I had some issues with the delivery as the vehicle was not delivered as promised by my salesman twice…That’s right Twice! I asked that the dealerships manager “Spiro” to step in. Spiro got everything rectified as promised. Spiro assured me that I would be taken care of and I was. When I received my vehicle it was absolutely stellar. BTW, Spiro is the biggest asset at Gallagher that I had the pleasure of working with. I give the sales side a B on the sale because they Spiro saved it from an F, but overall Strike 1 for me as it left me leery about what could follow.
For Strike 2 we fast forward a few months…. My wife’s vehicle needed some service. Of course I was going to bring it to Gallagher! As the recording states while on hold “We welcome ALL past Parsons Buick Customers!!!” I called stated what the issue was and set up an appointment. At the time of setting up the appointment I made a point of stating that this would be warranty work as I had purchased a GM authorized aftermarket warranty through my original dealership Parsons Buick of Plainville. I was told over the phone “no problem” I was even offered a loaner!
REMEMBER THIS PARAGRAPH-> So, I go in at the time of my appointment and talk to the service tech Gary M. I go over all my details with Gary stating what my transmission issue is. Gary assures me they will get it taken care of. Gary even goes over my warranty coverage stating that I have $100 deductable and that I’m good to go as they are an authorized GM dealership and they can perform the work. He never states My Chevy cannot have GM authorized warranty work performed at their dealership because they are a GMC/Buick dealership. (That would be crazy!!!) ? REMEMBER THIS PARAGRAPH!
Later that day Gary calls and states, “can we keep the vehicle, my transmission guy is really busy” I said “sure” I just want it fixed. About hours later at about 4:45pm Gary calls and says, “my tech checked it out and stated the symptoms my transmission is showing is normal and my vehicle is ready to be picked up. My buddy Gary here, is starting to try to give me the old brush off... Gary also explains to me that they have a similar “USED” vehicle that also does the same thing so this is obviously “Normal Operation”
…Now I ask myself, why would I care about some used vehicle that has the same issues as my used vehicle? ….
I tell Gary, I will come in on my lunch to check out my vehicle. …See folks, warranty work does not pay Gary or the dealerships apparently. People off the street that they can hose do
….It’s really starting to sound as if this specific model and power train has an issue….doesn’t it?
But worst of all, and why this the actions of the dealership has caused me to write this: Had I told Gary that I was paying out of pocket for my work he would have found an issue really quick, and had no problem performing the work all while charging my credit card with a smile!
Just wait, this gets better. (Side Note)…. (Little does Gary know, but I’m aware of what is actually wrong with the vehicle and I also know what it’s going to take to get it rectified) But old Gary here has no idea who I am, or what I do. He just thinks I’m some Joe Schmoe off the street that he can try to talk down to me and that I will believe his every poorly calculated word…kind of like the dopey salesman I had to deal with earlier in the story.
As you can see, a pattern is immerging here….
I show up on my lunch break as promised. Gary is on the phone not talking to anyone, so I can assume he must be on some sort of hold. I stand around for about 12 minutes without Gary even saying a word to me before a tech magically immerges as asks me to for a ride in my car. We go for a ride I show him the problem he tries to feed me the same B.S. line “This is normal operation” But I can tell he is being quiet and does not want to say too much for some reason and we return to the dealership.
The tech and I walk in and I state to Gary, “I’m not satisfied, and that the vehicle needs to be repaired” I also explain to Gary the 2 options we have. Option 1: we work on the vehicle as originally promised or Option 2: I can call GM Customer Care and have a case opened to get it rectified. Gary looks at me basically white as a ghost because I just pulled out the trump card. He says “wow, OK, We will call T.A.C. (Technical Assistance Center) and get it looked at.
Naturally, being one step ahead of Gary… I had opened a case with GM Customer Care on the way back from the dealership to my office with the ON-Star that in the 2018 Buick encore they provided me!
Gary calls me back a few hours later with a snicker in his voice stating that “my vehicle is a Chevy and since they are a Buick GMC dealer they cannot perform any warranty work on it. (Remember that paragraph above? This is where it comes in) Funny since they had no issue selling me a Chevrolet or trying to sell me the same aftermarket warranty for it that they supposedly service. But now they don’t???? (Boy GM is not going to like this B.S.!)
Gary also tells me to come and pick up my vehicle and to return the rental. I agree over the phone but what Gary does not know is that because I saw this coming, and by this point the case was already escalated to a senior advisors level as GM was furious that a certified gm franchise would treat a long time GM customer and stockholder this way.
At this point, I let Gary bask in his assumed victory as I lay waiting in the weeds to take him out. I waited about an hour to give him the bad news that I opened a case, and GM told me to keep the 2018 Encore until they get the case closed.
I call Gary back. I let him know I opened a GM Customer Care case and he immediately barks on the phone “YOU HAVE TO BRING MY CAR BACK!” I then told Gary, “take it up with GM” as they originally told me I get to keep the vehicle till the case is closed. Gary barks at me again and states “You need to hold, I’m going to get my manager!” But see now… I can clearly tell Gary is really, really mad. He is even going to try to be vindictive and attempt to outsmart me……but, I thought the customer was always right Gary??? lol!
After about 7 minutes on hold Gary gets back on the phone and says in the nicest complete B.S. voice possible that he could possibly muster “You’re all set, we will call you tomorrow morning” I hang up and burst out laughing!
At this point I want to be the biggest pain in the xxx for this weasel of a service tech. I started wondering about how many people as he manipulated? How many people has he ripped off? All in the name of performance bonuses or whatever B.S. they pay him on.
At this point I decided to write an email to Gary, CC his boss on it and tell him I want everything going forward discussed about my vehicle in writing.
They next morning at 7:36am I get an email that only states: Good Morning Sir, I will get back to you shortly. Thank you!!! –Gary
12:30 pm still nothing from the dealership, so I call Gm Customer Care. I give them my case number and they pass me along to my senior advisor that states the dealership has not even attempted to be in touch with them. She escalated the case further and tells me she is going to get to the bottom of it and call me back. For those of you who don’t know, GM Senior service advisors don’t take manipulation of long time GM customers lightly. They are good people who get it. That’s why I stay with GM. Some of the dealerships may suck but on a corporate level they understand people like and you me drive the business.
At 1:22 I receive an email from Gary stating that T.A.C. has reported no issue with my vehicle that shows a diagram of a completely different issue that my vehicle is NOT having. I then am instructed by Gary to give them back the rental car. Gary also emailed me a trojian virus that rendered my work PC useless during this exchange.....I find this very odd, but convenient on Gary's part. Its also the reason I chose to write this review! Thanks Gary!
I finally gave in at this point. I called GM They found another dealership for me to work with and they got me a sweet 2018 high Country to drive around for a few days. Issue ended up being a control module. Let this be a lesson. Always trust but verify, but in the case of Gallagher, Buick GMC, don’t even give them the time of day. They suck.
Before I write a review on how long I’ve been trying to... - Kingkem
Before I write a review on how long I’ve been trying to get my car situated and fixed properly as that what insurance is for. I’d like to talk to someone to make sure this is not what really goes on over there.
Terrible Job / Excessively Long - Bad Choice
I was talked into going to this shop by my insurance company. That was a mistake. It took the shop 32 days to do a 9 day repair. They never called to update me on the progress, the only way to find out what was going on was to keep calling myself. That is a long time to be paying for a rental car. When I did finally get my car back the paint did not match, the body panels where misaligned, there was damage to the interior, a pile of screws was left in the cup holder from who knows where, the windows did not all work, the wheel was rubbing and they charged me $700 for a set of tires I did not want. This was such a terrible job I won’t even go back there to have them fix it. I do not want them anywhere near my car again. Surprising that this is shop can stay in business.
Horrible customer and service - Lucy
I bought my car in for a recall, asked if they could check why my car was hesitating. As I thought he asks the mechanic, mike did not. I got my car back from recall he never asked a mechanic to look and than told me i would have to leave my car for two days and pay for a diagnostic’s. No thank you. I took my car to another Hyundai dealership fixed it with the hour free of charge at Old Saybrook Hyundai.
I would give this zero stars if I could. I have a new... - Carl
I would give this zero stars if I could. I have a new Buick. I went to this dealership to establish a long-term relationship. I told that directly to the young lady who spoke with me (after I was standing around for some time, waiting). She said she understood and I would have a great experience. I had this oil change scheduled in advance. The place was empty. And yet it took well over 2 hours for a simple oil change. When I inquired as to why it would take so long, all I received in reply was attitude from the individuals working there. Especially the service manager as I walked out. They even moved around my seat and both my side mirrors. I wanted to establish a relationship for the next 5-10 years. I wouldn't trust this dealership with a motor scooter.
Chris communicated well the work to be done and the... - pootmom
Chris communicated well the work to be done and the price. He was courteous and friendly.This dealership has always done exceptional work on my vehicle at a fair price.
I have never had such a bad experience. I have serviced... - kateodonnell
I have never had such a bad experience. I have serviced a Yukon or Suburban like truck for 15 years and the service at this dealership was the absolute worst. In a nutshell, I was told "no" when I asked them to breakdown the $1200 bill for a tune up and battery replacement over the phone. He said I would have to wait until the next day when I picked up the car. When I then told the service department that I would be down by their closing time of 5:30, he responded with "if you're not here at 5:30, I'm gone". I got there at 5:28 and the service department was locked up, no sign of anyone.
There was life in the sales office and they helped me in "allowing" me to pay my outrageous bill for a tune-up and battery replacement, trying in vain to defend their co-worker in the service department.
Unbelievable, in this hard economic time, especially for GM, I was trading in my 2006 Yukon XL Denali in October, they just lost a customer.
Bad experience. Poor service skills - MikeY
Worst body shop I've been to. They'd have done a better job at Macao. After Joe telling me he'd work the deductible in for me, they call me once it's finished to tell me that it's all set but I have to pay the deductible. I figured no big deal so I went down to pay and pick up my truck. Upon examining my truck, they didn't prep the truck correctly and I had a flaw over a foot long that nobody even checked over or looked at before they tried giving it back to me. While letting joe know that i was upset over the issue, he displayed his poor customer service skills by walking away from me mid conversation and going into the back. Grated i wasnt yelling or being a dick, just talking. After a weekend of having my truck still and them racing through it again, there's still a section that they never fixed. I paid to get it out of there out of their hands. First off, how do you give a car away with a huge imperfection, then bang through it and still have it look like crap? Very unreliable and rushed here.
I came in with a dead battery, I was taken care of with... - Paul
I came in with a dead battery, I was taken care of with no appointment, something I know is unusual, and also got a oil change. I left very pleased.
FANTASTIC SERVICE - Bjchorzy
Third time I have gone to Parson's for Service and I highly recommend going there. Individuals are friendly, knowledgeable and quick to help you out!!! I appreciate them helping me out at a moment's notice without appointments. The cost is also reasonable for any service - from a major repair to a minor repair! I definitely will be going back again!
Oil change tire rotation - Saybrook motors
My van was taken in at my appointment time turned around in a timely fashion and given back to me. I will be back from my next service
Sold me a car with no breaks or K208 form. Dishonest people - Michelle
I had the most dishonest experience at Schaller in New Britain. I would never recommend to anyone to go through what I had to go through or to work with the incredibly manipulative BILL PAPALEO and I am currently filing a claim with the DMV. Schaller sold me a car with 0 breaks and did not provide a K208 form... which means that they NEVER INSPECTED the car. I drove the car off the lot and then went on a three week long mission trip. When I came home and really started driving the car, I noticed that there was something funny with the breaks. I am in my 20s and not too experienced with cars (this is only the 2nd one I've ever owned) but I brought it to Torrington Hyundai (it was a Hyundai Sonata) to get checked. They told me that the breaks were metal to metal... and that is was extremely dangerous to be driving. They would not let me drive my car off the lot and said that I needed breaks before they would feel like I could drive again in good conscience. I explained that I had recently bought the car and they said that it was physically impossible to buy the car that had been properly inspected with these breaks. Torrington Hyundai called Schaller and spoke with BILL PAPALEO who explained that he swore that the car was sold at 6mm breaks on the front and back (he went back to retract this statement later). After explaining, that I had the actual breakpads in my hands and that they were down to the metal and that they would not let me drive the car off the lot, he agreed to have Torrington Hyundai fix them.
However, my issue with Schaller was that when I went back to ask them how this could have happened and how they could have sold a car to me with 0 breaks, they came up with one million false stories. I am a young woman and felt so taken advantage of as they tried to explain to me how I was wrong. First Bill said that they did sell the car to me at 6mm breaks and that he could see it on the service forms. I asked to see the forms and he said that they were being digitized and that he could not retrive them at the moment. Then I reminded him that it is physically impossible to go from 6 to 0mm in three weeks (or even a year!) and he started to change his story saying that there was no way the breaks were that low, etc, etc. I told him I physically had the breakpads in my hand and I was coming to show him and he changed his story once again. He then said that Torrington Hyundai had "xxxxx them" (his words) in charging for the break rotors because those would not have needed to be replaced even if there was no breaks. Thankfully my dad had informed me that if the breaks were this gone, then the rotors would also not be in good condition. When I reminded him of this, he changed his story once again.
This continued over and over. He kept making excuses about how it was my fault that I had no breaks and how the car was in perfect condition when they sold it to me. He was rude and disrespecful and lying through his teeth and I felt so taken advantage of as he screamed to me over the phone.
Luckily, the mechanics at Torrington Hyundai told me that all of this should have been documented on a K208 form that they are REQUIRED to give every person that buys a car. I never received one... and I am certain of this because I put every single piece of paperwork from the car sale (including the car title... which my dad later yelled at me about and made me put in a safe place in my house) in the glove compartment. There is no K208. I told Bill this and he said he would go find me. He came back with a copy of a K208 with my car's plate number on it... except the signature and date portion of the form was conveniently cut of... as if he photocopied my name right off of it. Again, I never received this form and never signed it... so he was just making this up right in front of my face.
Bill ended with telling me that he thought the mechanic that did my car was suffering from eye problems because "he had diabetes" and that he probably just missed the breaks. BIG DEAL. He said the mechanic was on vacation so I couldn't talk to him.
At this point, I could not believe the lies coming out of his mouth. They don't have my K208 form with my signature because they accidently cut it off while copying it, they didn't sell me a car with no breaks... oh wait they did, it was just that the mechanic has eye problems and missed it. THIS IS A HUGE DEAL. YOU SOLD ME A CAR WITH NO BREAKS AND I COULD HAVE DIED! I could have gotten in an accident and it would have been your fault. This is a huge problem.
And Bill Papaleo made every excuse ending up with the "mechanic has eye problems". I have never felt more manipulated or taken advantage of than I did by this man. He straight up lied to me face over and over again. He was unkind and just not a good representation of anyone that should be working in customer care. In fact, when I told him I would be writing a review he threatened me.
I will NEVER recommend Schaller due to this man.
The service was more than Exceptional - MTB
Dear Mr. Weiss,
I want to thank you for your quick response and resolve for the miss communication between me and your Service Department. I was very please with the service that you provided for me.
You were on time and very respectful to my needs. The service was more than Exceptional.
I thank you very much, it made my time constraints more than manageable. Thank you and your service department for your great work. I would recommend your department to all.
Ernest & Mary
I am very picky about who works on my car and this shop... - sunlover
I am very picky about who works on my car and this shop was terrific! I know about cars and they didn't try to sell me work I didn't need nor did they pressure me into any "extra" services. All their recommendations were spot on and their prices are competitive but there was no pressure to "get it done now." Times are tough these days, and I felt like they understood that and would work out a time frame with me and prioritized my car issues to help out the old wallet! I definately will refer my friends to these guys!