Sam Peterson

I recently purchased a Certified Pre-Owned Pickup Truck from GMC of Rochester. The started pretty good: low mileage, fair price, and a reasonable trade-in offer. I did not haggle over the price and the tra from GMC of Rochester. The started pretty good: low mileage, fair price, and a reasonable trade-in offer. I did not haggle over the price and the transaction was pleasant overall. But from there things went south. During the test drive, I noticed a low tire inflation warning for the front left tire. I mentioned this to the sales representative, who took the truck to service to get the tire inflated while I worked with the sales manager to complete paperwork. However, when everything was done and I went to leave, the tire was still low. The sales representative told me that the TPMS needed a few revolutions to update, which I knew was nonsense. I decided to leave anyway, planning to fix it myself with my air compressor. I discovered the service team had not finished rotating the tires or remapping the TPMS locations, leaving the right rear tire underinflated. Plus, newer cars update instantly, often with a quick horn sound when the pressure is correct. Strike one. I also added a rustproofing service to my purchase, which turned into a horrendous experience. The customer service was subpar from the start, taking half an hour to drop off my truck and get the loaner vehicle I was promised. When I picked up my truck, I found two scratches on the driver's door: one deep into the paint and the other through the clear coat. The service writer brushed me off and told me to take it up with the sales representative, which was frustrating since it was the service department who had my truck. Photos of the damage are attached. Additionally, the rustproofing goo was oozing out of the weep holes in the doors onto the rocker panels and running boards. The service writer suggested I clean it myself, saying, “you can just wipe that off with your finger.” This is unacceptable; no customer should have to clean up a mess left by the service they paid for. I decided to contact the sales representative to escalate the issue. Strike two. Sales representative initially responded with concern, promising to address the issue & improve their service. This promise quickly proved empty. The manager called me only after I followed up, expressing that my experience was not typical and that the service writer was usually a professional. He said he would discuss with the service manager and have him reach out. The service manager reached out, offering to make things right by detailing my truck and addressing the scratches. After spending over an hour on phone calls and emails, I emphasized that my time is valuable and asked for a fast and efficient process for dropping off my truck and picking up a loaner vehicle. The service manager assured me it would be quick and hassle-free: "Just stop by after work tomorrow." Upon arriving at the dealership, I was met with confusion and a complete lack of preparedness. The staff had no idea about my situation, and when I asked for the service manager, I was told he was in a meeting. It was clear he had not communicated my needs to his team. Frustrated and feeling both disrespected and ignored, I left the dealership after telling them, “Tell him I will take care of this myself.” Strike three. This experience highlights, to me, lack of attention to technical detail, customer empathy, and respect for my time. I chose GMC of Rochester because I expected a high-end dealership to provide a commensurate level of sales and service. Additionally, they assured me the service would be quick and efficient. Instead, I spent an entire day without my truck, only to receive it in worse condition than when I brought it in, except for the nearly $1,000 rustproofing application. I am disappointed by the lack of expertise and customer care shown by GMC of Rochester. They have demonstrated to me that they do not value their customers’ property, time, or brand loyalty. I strongly advise anyone considering their sales and service departments to look elsewhere. More

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Purchased sierra 1500 from Penz I can say sales, service are too 10. Would purchase my next vehicle from them. are too 10. Would purchase my next vehicle from them. More

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