"2014 Buick Verano"
I had a wonderful experience with this dealership! Craig Graber was extremely helpful, & passionate about cars and he gave me a great deal! The whole process was smooth, and comfortable. I purchased a 2014 Buick Verano and it looks great!
"Horrible Service Follow Up"
I have a 2009 Buick Enclave.. Since the first year I have ben having nothing but problems with this car. You should see the faces of the service reps when I ask the to bring up my car's service history. ( 60K and had to get the transmission rebuilt.) Even with the extended warranty this was ridiculous. I am writing this review Because I have had it. We dropped the car off two weeks ago for service and have not received one call from them. A week went by and I had to call them back to find out status and about a loaner/Courtesy car. My family of 5 was put into a Kia Forte... We were desperate as we have no other car so we had to accept it.
I have already sent letters to Ellen Karp in the past. SO please do not write a blanket statement like "We've been in the business for 55 yrs", and so forth. Called and asked to speak to the GM Tim Gilley. There needs to be a major customer service training session held.
Cont.. After waiting over 5 hours for a call back I decided to call. Once again I asked to speak directly to Mr. Gilley. He was paged and then picked up my call, I proceeded to explain how I was never called back and he stated that there must have been something wrong with the number in the system. I explained that Liz looked up my information by my telephone number. Also with all of the work done to my car there was never an issue with any of my contact information and my wife stated that the service department confirmed the contact information prior to he leaving the dealership. Tim stated that he would give me a call back in an half hour.
Tim didn't call back. Michael (from service) called back and apologized for not reaching out. I explained that this was unacceptable. As he is going over all of the problems repaired on my car in addition to the recall, I was told had to pay 300 for a new battery to be installed. My wife and I explained that we have been having issues with the car for some time and now it was determined that the lights dimming (which was reported to them on my last visit) is the battery being on it's last cell.
Tim nor Michael never made an attempt to compensate for the absence of customer service. This has been my worst experience ever with any service department.
"Karp Buick service department lied in an attempt to upsell "
I took my 1998 Buick LeSabre, which was purchased new by my great aunt from Karp Buick, in for a NYS inspection approximately two months ago. The car only has 11,350 miles on it. (That's right 11k miles) I was told by Buick service department manager Alex Gross that the car failed the safety portion of the inspection and would need new sway bar bushings. I explained that that was not grounds for failure and asked to see the car. I examined the car when it was on the lift and noticed that neither bushing were excessively worn, and both were perfectly functional. I argued with the technician James Gracey stating that not only were worn bushings not grounds for failure, but the bushings were not even worn. He pulled up a brochure on suggested parts to examine during an inspection. I explained that the official rules and laws for NYS were listed by the DMV, however both the dealer & service manager told me this was not true and that there were no set guideline inspectors were required to follow. I was told it would cost approx. $150 dollars to replace the bushings. Mr. Gross said that it was up to the technician to decide which cars should pass or fail, and that the terms set by NYS were vague. I felt that was untrue & upon contacting the DMV I was directed to form CR-79 Page 40. Nowhere does it state that bushings that appear worn are grounds for rejection. I went to have my car re-inspected by a licensed & certified mechanic & the car passed inspection in the same condition it arrived to the dealership at. I was told by the mechanic that worn bushings are not a legitimate cause for a safety inspection failure. I was also told that even in their present condition they were perfectly functional and safe. After numerous phone calls to the dealership I finally spoke with Tim the general manager and was offered a service credit of 37 dollars, the cost of the inspection. I told him I wanted a refund and did not wish to do business with an incompetent dealership. He refused to refund my money so I contacted the NYS DMV and reported the service station. (The phone number and repair shop ID are listed at the bottom of the receipt for others who wish to complain) About a week later I received a call from the DMV stating that they had spoke with the dealership and got them to refund my money. (Thank you NYS DMV) I even photocopied the check I received from Karp Buick as proof that I was right and they were wrong.
The real reason my car failed it's NYS inspection at Karp Buick is a very simple one - There's not enough profit in simply performing a NYS inspection, and let's face it, they were willing to lie to make more money. Or best case scenario, they simply didn't know the rules and didn't know what they were doing. So Karp Buick either A.) Lied in an attempt to upsell an necessary repair or B.) Doesn't know what they're doing
Dealerships hate when you're smarter than they are. I would describe my experience with the service technician, and the head service manager for the Buick department as extremely poor, and I found their lies to be downright insulting. My experience with Tim the general manager was fairly tolerable. At least he made some of attempt to remedy the situation (albeit not really a great one).
If a 20 year old kid knows more than a mechanic hired by Karp Buick, do you really trust them with your expensive new car? Take my advice, if you want reliable knowledgeable service, take your business elsewhere.