Jacob Dillard

I purchased a 2019 GMC Acadia SLT for myself, and a 2018 GMC Sierra SLT for Darin Bower, as our business ventures were advancing rapidly. At the time of purchase, my experience with Jacob Dillard and his cu GMC Sierra SLT for Darin Bower, as our business ventures were advancing rapidly. At the time of purchase, my experience with Jacob Dillard and his customer service was genuinely five stars. It was always clear and openly communicated that the Sierra was intended for Darin as the primary driver, despite the vehicle being registered in my name. My own interactions with the service department were generally acceptable. On one occasion, my vehicle was scratched in the car wash, which was disappointing, but the dealership repaired the damage appropriately. Darin’s experience with the service department, however, was significantly more difficult. I repeatedly informed staff that he had full authorization to approve any necessary service on the Sierra, yet this information was not consistently honored. The ongoing frustrations eventually led Darin to seek service at DeNooyer Chevrolet, where we did not encounter any issues regarding authorization or treatment. Recent interactions with Sales Manager Doug Van Bruggen have provided further clarity as to why Darin may not have been treated appropriately in the service department. Despite many years having passed, statements were made by management referencing alleged past criminal history and more recent accusations of criminal behavior. Hearing such claims—especially when unrelated to the vehicle purchase or service process—was deeply concerning and unprofessional. Darin currently provides daily care for an 83-year-old man with dementia and a colostomy bag. His care and compassion are qualities seldom found today. He consistently puts the needs of others before his own, and I can personally attest to this, as he does the same for me. When I suffered a massive stroke in 2019, Darin—trained in stroke recognition—immediately identified the situation, transported me for emergency care, and ultimately saved my life. He continues to support me, especially as I live with significant limitations on the left side of my body. The character and integrity he demonstrates in our lives are entirely inconsistent with the way he was portrayed in statements, emails, and online posts made by Mr. Van Bruggen. When we purchased these vehicles from Cole GMC, we expected a dealership that would operate with professionalism, consistency, and integrity. While my initial sales experience met those expectations, the irrational challenges encountered within the service department, combined with recent conduct from management, have resulted in a significantly diminished and deeply disappointing overall impression of this dealership. I still have the Acadia SLT that I purchased from you. It only has 34,500 miles on it at this time, and Darin has taken beautiful care of it. Q: What would you like the dealership to do to resolve this? A: First and foremost, I expect a formal acknowledgment that the statements made by Sales Manager Doug Van Bruggen were inappropriate, unprofessional, and completely unacceptable. His conduct directly harmed both Darin and myself, and it needs to be taken seriously. Secondly, I expect the dealership to address this issue internally. That includes reviewing his behavior, ensuring that this type of conduct is not tolerated, and confirming that corrective measures have been taken. Customers should not have to worry about a manager publicly discussing private matters, spreading false information, or attempting to damage someone’s character. Third, I expect written assurance that all customer interactions—past, present, and future—will be handled with professionalism, respect, and confidentiality. The situation we experienced should never happen to another customer. Finally, given the disruption, emotional distress, and the fact that this behavior influenced where we sought vehicle service, I believe a meaningful goodwill gesture from the dealership is appropriate. This could take many forms, and I am open to discussion More

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